论文标题
在咨询对话中平衡目标:前进或向后看
Balancing Objectives in Counseling Conversations: Advancing Forwards or Looking Backwards
论文作者
论文摘要
在整个对话中,参与者做出可以指示交互作用的选择。在危机咨询的结果领域中,这种选择尤为明显,在危机咨询的结果领域中,辅导员的困难是在两个关键目标之间保持平衡:将对话推进解决方案,并善解人意地解决危机情况。 在这项工作中,我们开发了一种无监督的方法来量化辅导员如何管理这种平衡。我们的主要直觉是,如果话语只能收到适当的答复范围狭窄,那么它的目的是将对话向前推进到该范围内的目标。同样,只能适当遵循狭窄范围可能的话语的话语可能会向后旨在解决该范围内的特定情况。通过应用此直觉,我们可以将每个话语映射到一个连续的方向轴,该轴捕获了旨在将对话向前或向后引导的程度。 这种无监督的方法使我们能够在危机咨询对话的大型数据集中表征辅导员的行为,我们在此表明已知的辅导策略与该轴线融合。我们还说明了我们的措施如何表明对话的进步及其有效性。
Throughout a conversation, participants make choices that can orient the flow of the interaction. Such choices are particularly salient in the consequential domain of crisis counseling, where a difficulty for counselors is balancing between two key objectives: advancing the conversation towards a resolution, and empathetically addressing the crisis situation. In this work, we develop an unsupervised methodology to quantify how counselors manage this balance. Our main intuition is that if an utterance can only receive a narrow range of appropriate replies, then its likely aim is to advance the conversation forwards, towards a target within that range. Likewise, an utterance that can only appropriately follow a narrow range of possible utterances is likely aimed backwards at addressing a specific situation within that range. By applying this intuition, we can map each utterance to a continuous orientation axis that captures the degree to which it is intended to direct the flow of the conversation forwards or backwards. This unsupervised method allows us to characterize counselor behaviors in a large dataset of crisis counseling conversations, where we show that known counseling strategies intuitively align with this axis. We also illustrate how our measure can be indicative of a conversation's progress, as well as its effectiveness.