Ngaahi Maʻuʻanga Tokoní

Sīpinga ʻo e ʻInitaviu Akoakó

Fili ʻa e ngaahi fatongiá pea fakatātaaʻi fakatatau ki he leá. ʻE lava ke ke fakatātaaʻi ha ngaahi tuʻunga lahi ʻo makatuʻunga he tokolahi ʻo e kulupú.

Tokotaha fakamatalá
Tokotaha Tokoní
Tēvita (Fai ʻInitaviú)
Senifā (Tokotaha Kumi Ngāué)
Mēmipa 1 ʻo e Kulupú
Mēmipa 2 ʻo e Kulupú
Mēmipa 3 ʻo e Kulupú

Fakakaukauloto ʻokú ke lolotonga vakai ki ha kulupu moʻui fakafalala pē kiate kita ʻoku ʻamanaki ke nau fakahoko ʻa e ʻekitivitī ʻinitaviu akoakó.

Tokotaha Tokoní: Ke kamataʻi ʻetau ʻinitaviu akoakó, hangē ʻoku tau fie maʻu ha tokoni ʻe toko uá—ʻe hoko e taha ko e fai ʻinitaviú, pea toko taha ko e kumi ngāué. ʻI ai ha taha ʻe fie tokoni?

Tēvita: Te u ʻahiʻahi ko e fai ʻinitaviu ʻi he takai ko ʻení.

Senifā: Te u hoko au ko e tokotaha kumi ngāué. Mahalo ʻoku sai ke u kamata au.

Tokotaha Tokoní: Fakaʻofoʻofa! Kimuʻa peá ke haʻu ki muʻá, Senifā, te ke lava ʻo fakamatala vave mai angé fekauʻaki mo e ngāue ʻokú ke fie maʻú?

Senifā: ʻIo. ʻOku ou fie maʻu ha lakanga ko ha tokotaha ngāue kānita ʻi ha pangikē fakalotofonua.

Tokotaha Tokoní: Mālō. Sai, mo fakatou omi leva ki muʻa ke kamata ʻa e ʻinitaviu akoakó. Tēvita, manatuʻi ʻokú ke maʻu e leá mo e sīpinga ʻo e ngaahi fehuʻí ke ke muimui ai ko e fai ʻinitaviú.

Hoko atu ki he peesi hokó.

Tēvita (fai ʻinitaviú): Senifā, ʻoku mau talitali lelei koe. ʻOku ou ʻamanaki lelei atu ki heʻeta pōtalanoá. Kātaki ʻo tangutu hifo.

Senifā (tokotaha kumi ngāué): Mālō.

Tēvita (fai ʻinitaviú) Senifā, ke kamatá, kātaki te ke lava ʻo kiʻi fakamatala mai fekauʻaki mo koe?

Senifā (tokotaha kumi ngāué): ʻIo te u lava lelei. Kuó u fiefia maʻu pē he ngāue mo e kau kasitomaá. Kuo taʻu ʻe ono ʻeku ngāue fakaetalitali kakaí, kau ai ha taʻu ʻe tolu mo ha kautaha fakapaʻanga ʻe taha. ʻI hoku ngaahi lakanga takitaha kimuʻá, kuó u fakatupulaki vave ai ha ʻulungaanga ʻo e falalaʻangá mo e tonu ʻeku ngāué. Hangē ko ʻení, ʻi he Pangikē ABC, naʻe kole mai ke u fakahoko ha ʻaotita fakaʻaho hili pē ia hoku māhina ʻe taha ʻi he ngāueʻangá. ʻIkai ngata aí, ʻoku ou maʻu ha mataʻitohi fakaako ʻi he tauhi tohí. ʻOku ou maʻu ha loto-falala ʻoku fenāpasi ʻeku pōtoʻi ngāué mo e taukeí mo hoʻo ngaahi fiemaʻú.

Tēvita (fai ʻinitaviú): Mālō. Kātaki, te ke lava ʻo talamai fekauʻaki mo ha palopalema naʻá ke fakaleleiʻi?

Senifā (tokotaha kumi ngāué): ʻIo. ʻI heʻeku hoko ko ha tokotaha ngāue kānita ʻi he ABC Bank, naʻá ku ngāue ki heʻemau tipōsiti ʻoku fakahoko he pō kotoa peé, pea naʻe nounou ʻaki ia ha paʻanga ʻe lauafe. Naʻá ku toe lau tuʻo ua ia ke fakapapauʻi. Kuo teʻeki nounou ʻaki ʻe heʻemau tipōsití ha paʻanga lahi pehē. Naʻá ku talanoa mo e kau ngāue kānita kehé mo muimuiʻi ʻemau ngāué ke fakapapauʻi ʻenau ngaahi fehūʻaki fakapaʻangá. Naʻe malava ai ke u ʻiloʻi ha foʻi fehalaaki ʻa ha taha ʻo e kau ngāue kānitá. Ne mau ngāue fakataha pea vave ʻemau fakatonutonu ʻa e fehalaākí. Ko hono olá, naʻe palanisi ʻemau tipōsití pea ko ha faingamālie ako ia ki he tokotaha ngāue kānita ko iá. ʻOku ou tui ʻe tokoni foki ʻeku ngaahi taukei fakalelei palopalemá ki he pangikē ko ʻení.

Tevita (tokotaha fai ʻinitaviú): Mālō Te ke lava ʻo talamai e ʻuhinga naʻá ke mavahe ai mei ho ngāueʻanga fakamuimuí?

Hoko atu ki he peesi hokó.

Senifā (tokotaha kumi ngāué): Fakamālō atu hoʻo fehuʻí. Ne u fiefia he taimi naʻá ku ngāue ai ʻi he Pangikē ABC peá u aʻusia mo ha pōtoʻi ngāue mahuʻinga ai. Naʻá ku toki hiki mai pē ki he feituʻu ko ʻení ke toe hoko atu ʻeku akó. Naʻe pau ai ke liʻaki ʻeku ngāué. Ka neongo ia, naʻá ku fiefia ʻaupito hono maʻu ha faingamālie te u lava ke toe fakaʻaongaʻi ai ʻeku ngaahi taukeí mo e pōtoʻi ngāué. ʻOku ou palani ke nofo heni ʻi ha ngaahi taʻu lahi. Ne u tali atu nai hoʻo fehuʻí?

Tēvita (fai ʻinitaviú): ʻIo. Mālō. Senifā, ʻoku ʻi ai haʻo fehuʻi kiate au?

Senifā (tokotaha kumi ngāué): ʻIo ʻoku ʻi ai. Te ke lava ʻo talamai e tuʻunga ʻo ha ʻaho ngāue angamaheni ʻi he lakanga ko ʻení?

Tēvita (fai ʻinitaviú): ʻIo. Ko e konga lahi taha ho taimí ʻe fakaʻaongaʻi ia he fengāueʻaki mo ʻetau kau kasitomaá. ʻOku omi ha kakai tokolahi ki he pangikeé he ʻaho kotoa pē kae pehē foki kiate kinautolu ʻoku nau fakaʻaongaʻi e fakaʻuli meʻalelé (drive-through). Te ke tokoni foki ki hono tuʻuaki e ngaahi tafaʻaki fakapaʻanga kehé, hangē ko e ngaahi ʻakauni fakaʻahó pe noó. Naʻá ke fakamatala fekauʻaki mo hono fakapalanisi ʻo e ngaahi tipōsití, ʻa ia ko ha ngāue fakaʻaho ia ʻe taha.

Senifā (tokotaha kumi ngāué): Mālō. Naʻe kau he ngaahi meʻa ne u saiʻia taha ai ʻi heʻeku ngāueʻanga kimuʻá ko e fengāueʻaki mo e kau kasitomaá.

Tēvita (fai ʻinitaviú): Sai. ʻOku toe ʻi ai nai haʻo ngaahi fehuʻi?

Senifā (tokotaha kumi ngāué): ʻIkai. Fakamālō atu he faingamālie ke talanoa mo koé. ʻOku ou ʻamanaki atu ke toe fanongo meiate koe.

Tēvita (fai ʻinitaviú): Naʻá ku fiefia foki ʻi heʻeta talanoá. Te u toki fetuʻutaki atu. Mālō.

Tokotaha Fakamatalá: Tēvita mo Senifā, mo mānava lelei leva pea mo tafoki mo malimali ki he toenga ʻo e kulupú. ʻOku pasipasiʻi kinaua ʻe he kulupú.

Senifā: Sai, tokotaha kotoa pē, naʻe hā ʻeku ʻinitaviú?

Hoko atu ki he peesi hokó.

Mēmipa 1 ʻo e Kulupú: Senifā, ne u pehē naʻe lahi e ngaahi meʻa naʻe tonu hoʻo fakahokó. Hangē ko ʻení, ʻi he taimi naʻe kole atu ai ʻe Tēvita ke ke fakamatala fekauʻaki mo koé, naʻá ke lavaʻi lelei ia ʻaki ha Ko Au ʻi ha Sekoni ʻe 30. Naʻe felāveʻi mo e ngāué, ʻikai fuʻu lōloa pe fuʻu nounou, pea naʻá ke ʻoange foki mo ha kiʻi fakatātā ʻo tānaki atu ki ai. Tōatu ʻaupito!

Senifā: Mahalo pē ne u fai ia ē! Mālō. Mo e hā?

Mēmipa 2 ʻo e Kulupú: Naʻá ku saiʻia au hoʻo fakaʻaongaʻi ha fakamatala tākiekina-mālohi ke tali ʻaki e fehuʻi ʻa Tēvita fekauʻaki mo ha palopalemá. Naʻá ke vahevahe ha sīpinga ʻo hono fakatonutonu ha tipōsiti. ʻOku ou fifili ai pe ʻoku ʻi ai nai ha ngaahi palopalema faingataʻa ange kuó ke ʻosi fakaleleiʻi. Ko ha palopalema angamaheni nai ʻa e tipōsiti peheé?

Senifā: ʻOkú ke moʻoni. Naʻe felāveʻi moʻoni pē ia mo e ngaahi fiemaʻu ʻa e pangikeé, ka ko ha meʻa angamaheni ʻa e ngaahi palopalema fakatipōsití ia. Te u ngāue ki ha fakamatala tākiekina-mālohi ʻoku felāveʻi mo ha palopalema faingataʻa angé, he mahalo te u toe fetaulaki pē mo e fehuʻi ko iá. ʻOku lelei ʻaupito eni. Ko e hā mo ha feedback kehe ʻoku mou maʻu?

Mēmipa 3 ʻo e Kulupú: Lelei ʻaupito hono liliu ʻo e meʻa ʻoku ʻikai leleí ki ha meʻa leleí ʻi hoʻo mavahe mei hoʻo ngāueʻanga fakaʻosí. ʻOku ou tui ʻe hohaʻa ʻa e pule ngāué fekauʻaki mo hoʻo nofo takai holo pē koeʻuhí ko kinautolú. Naʻá ke talaange ʻokú ke palani ke nofo ai ʻi ha ngaahi taʻu lahi. ʻOku ou tui naʻe tokoni ia ke nau ongoʻi fiemālie ange.

Senifā: Mālō.

Tēvita: Naʻá ku fakatokangaʻi ha meʻa ʻe ala fie maʻu ke ke fakaleleiʻi.

Senifā: ʻIo, sai. Ko e hā ia?

Hoko atu ki he peesi hokó.

Tēvita: ʻI he fakaʻosinga ʻo e ʻinitaviú, ʻi he taimi ne u ʻeke atu ai pe ʻoku ʻi ai haʻo ngaahi fehuʻí, naʻe sai ʻaupito hoʻo fehuʻi ʻuluakí. Ka neongo ia, naʻá ku fakatokangaʻi naʻe ʻikai ke ke fehuʻi koe fekauʻaki mo e founga toe vakaiʻí pe fekauʻaki mo e founga pe taimi ʻe fakahoko ai ʻe he pule ngāué ha tuʻutuʻuní. ʻOku ou manatuʻi naʻe kau ia he faleʻi ki hono fakaʻosi lelei ʻo e ʻinitaviú—ʻa ia ʻoku totonu ke tau feinga ke fakakaukauʻi e founga ʻe lava ke tau toe vakaiʻi ai e foʻi ngāué. ʻOku hangē ia ha feinga ke tau ʻilo pē ha meʻa, kae ʻoua te tau fuʻu tatali pē ke nau toki fetuʻutaki maí.

Senifā: ʻOkú ke moʻoni! Naʻá ku fiefia ʻaupito ʻi heʻeku manatuʻi ke ʻeke ha faʻahinga fehuʻí pea ngalo ai ia ʻiate au. Fie maʻu ke hokohoko atu pē ʻeku akoakó. ʻOku toe ʻi ai nai ha meʻa?

Mēmipa 1 ʻo e Kulupú: ʻOua naʻa ngalo ke ke ʻave ha kaati fakamālō kia Tēvita ʻi he vave tahá!

Senifā: Fakakaukau lelei ia. Sai, ko au ʻeni ʻoku hoko ko e fai ʻinitaviú, pea te u fili leva ʻa e tokotaha hokó. ʻOlivia, te ke fie hoko mai? ʻOku ou palōmesi atu te u angalelei!

Foki ki he peesi 134.

Ko e Tokotaha Kumi Ngāué

Tau pehē pē ʻokú ke ʻi ha ʻinitaviu ki he lakanga ʻi he tuʻuaki ngāue naʻá ke haʻu mo ia he ʻaho ní pe ko ha ngāue ʻokú ke saiʻia ai.

Kimuʻa pea kamata e ʻinitaviú, vahevahe mo e kulupú ha fakamatala nounou ʻo e foʻi ngāué.
ʻE talitai lelei leva koe ʻe he fai ʻinitaviú pea kamata ʻa e ʻinitaviú.
Tali e ngaahi fehuʻi ʻa e fai ʻinitaviú ʻo fakaʻaongaʻi hoʻo ngaahi taukei fakaʻinitaviú.
ʻI he ʻosi pē hoʻo akoakó, ʻeke ki he kulupú pe ko e hā ʻenau feedback.
Hili hono aleaʻi e feedback, fetongi ki he tuʻunga ʻo e tokotaha fai ʻinitaviú pea fili e tokotaha hoko ke ʻinitaviú.

Ki ha ngaahi fakahinohino ʻi he founga ke fakatātaaʻi ai e tokotaha fai ʻinitaviú, sio ki he peesi 144.

Ki ha ngaahi fakahinohino fekauʻaki mo e founga ke fakatātaaʻi ai e kulupu feedback, sio ki he peesi 145.

Foki ki he peesi 134

Ko e Fai ʻInitaviú

Hili hono fakamatalaʻi ʻe he tokotaha kumi ngāué e foʻi ngāué ki he kulupú, muimui he fakamatala ko ʻení.

Fakafeʻiloaki ki he fai ʻinitaviú, lulululu, pea kole ki he tokotaha kumi ngāué ke tangutu hifo. Tangutu ki lalo. Fakamālō kiate ia ʻi heʻene lava mai ki he ʻinitaviú.
ʻEke ange ʻa e fehuʻi 1: “Fakamatala nounou mai angé fekauʻaki mo koé.”
ʻEke ʻa e fehuʻi 2: (Fili ha fehuʻi mei he lisi “Sīpinga ʻo e Ngaahi Fehuʻi ʻInitaviu” ʻi laló.)
ʻEke ʻa e fehuʻi 3: (Fili ha fehuʻi mei he lisi “Sīpinga ʻo e Ngaahi Fehuʻi ʻInitaviu” ʻi laló.)
ʻEke ʻa e fehuʻi 4: “ʻOku ʻi ai nai haʻo fehuʻi kiate au?” (Te ke lava ʻo faʻu ha tali pē ʻaʻau ki he ngaahi fehuʻi ʻa e tokotaha kumi ngāué.)
Fakamālō ki he tokotaha kumi ngāué ʻi hono taimí. ʻAi ke ʻilo ʻe he tokotaha kumi ngāué te ke toki fetuʻutaki ange mo hoʻo tuʻutuʻuní.

Sīpinga ʻo e Ngaahi Fehuʻi ʻInitaviú

Fakamatala angé fekauʻaki mo ha taimi naʻe ʻikai ke ke fakakaukau taha ai mo haʻo pule ngāue pea mo e founga naʻá ke fakaleleiʻi ʻaki iá.
Fakamatala mai angé fekauʻaki mo ha palopalema faingataʻa naʻá ke fakaleleiʻi.
Ko e hā ho ngaahi mālohingá?
Ko e hā hoʻo lavameʻa fakapalōfesinale lelei tahá?
Fakamatala mai angé fekauʻaki mo ha tōnounou naʻá ke aʻusia ʻi he ngāueʻangá pea mo e meʻa naʻá ke ako mei aí.
Ko e faʻahinga pule ngāue fēfē ʻokú ke ngāue lelei taha mo iá?
Ko e hā ʻokú ke ʻamanaki ki ai meiate kimautolu ko ha pule ngāue ke ke lavameʻa aí?
Ko e hā ʻokú ke fie maʻu ai e ngāué ni?
Ko e hā ʻoku totonu ai ke mau fakangāueʻi koé?
Ko e hā ʻokú ke feʻunga ai mo e lakanga ko ʻení?
Ko e hā ho vaivaiʻanga lahi tahá?
Ko e hā naʻá ke mavahe ai mei hoʻo ngāueʻanga motuʻá? Pe ko e hā ʻokú ke fakakaukau ai ke mavahe mei hoʻo ngāueʻanga lolotongá?

Ki ha fakahinohino fekauʻaki mo e founga ke fakatātaaʻi ai ʻa e tokotaha kumi ngāué, sio ki he peesi 143.

Ki ha fakahinohino fekauʻaki mo e founga ke fakatātaaʻi ai e kulupu feedback, vakai ki he konga ʻi laló.

Foki ki he peesi 134.

Ko e Kulupu Feedback

Ko ho fatongiá ke fakahoko ha feedback.

Vakai ki he tuʻunga ʻinitaviu ʻa e tokotaha kumi ngāué. Fakasio e meʻa ʻoku lelei ʻene fakahokó mo e meʻa ʻe lava ke fakaleleiʻí. ʻE tokoni atu e feedback ʻoku poupouʻi atu ʻi laló ke ke ʻilo e meʻa ke tokanga ki aí.
ʻI he fakaʻosinga ʻo e ʻinitaviú, ʻe kole atu ʻe he tokotaha kumi ngāué ke ke ʻoange ha feedback. Vahevahe ʻa e meʻa naʻá ke fakatokangaʻí.

Ngaahi Poupou ki he Feedback

Naʻe sai nai e fuofua fakafōtunga ʻa e tokotahá ʻaki ʻene lulululu mo fakafeʻiloaki ki he fai ʻinitaviú?
Naʻe fēfē e fakafōtunga ʻa e tokotaha kumi ngāué ʻi he ʻinitaviú?
Naʻe fakaʻaongaʻi nai ʻe he tokotaha kumi ngāué ʻene Ko Au ʻi ha Sekoni ʻe 30? Naʻe felāveʻi nai mo e ngāué? Naʻe fuʻu lōloa pe fuʻu nounou nai?
Naʻe fakaʻaongaʻi nai ʻe he tokotaha kumi ngāué ha ngaahi fakamatala tākiekina-mālohi ke tali ʻaki e ngaahi fehuʻi ʻinitaviú?
Naʻe ʻi ai nai ha faingamālie ke liliu ai ha meʻa naʻe ʻikai lelei ke lelei? Naʻe fakahoko fēfē ia ʻe he tokotaha kumi ngāué?
Naʻe ʻeke nai ʻe he tokotaha kumi ngāué ha ngaahi fehuʻi ʻi he ngataʻangá?
Naʻe fakapapauʻi nai ʻe he tokotaha kumi ngāué e ngaahi sitepu hokó mo e founga ke vakaiʻi ai iá?

Ke maʻu ha fakahinohino ki hono fakatātaaʻi e tokotaha kumi ngāué, vakai ki he peesi 143.

Ke maʻu ha fakahinohino ki hono fakatātaaʻi ʻo e tokotaha fai ʻinitaviú, vakai ki he peesi 144.

Foki ki he peesi 134.

ʻOku Maʻu ʻa e Haohaoá ʻi He Toutou Fakahoko Maʻu Peé

ʻOku vahevahe ʻe Henelī e founga naʻe tokoniʻi ai ia ʻe he akoakó ke ne aʻusia ha ngaahi ʻinitaviu leleí.

“Naʻe tuʻo nima ʻeku ʻinitaviu ke maʻu ʻeku ngāué. Naʻe faingataʻa e foʻi ʻinitaviu kotoa pē, ka naʻá ku mateuteu. ʻE faingofua ke mole ʻete tokangá, pe ngalo ha fakamatala mahuʻinga fekauʻaki mo kita, kae hangē ko ʻeku laú, naʻá ku mateuteu … ʻoku ou tui naʻe fuʻu tōtuʻa ʻeku teuteú. Naʻe fakahoko ha konga ʻo ʻeku ngaahi ʻinitaviú ʻi he telefoní, konga ʻi he vitioó, pea fakamuimuitahá ʻi he mata ki he mata. Naʻá ku akoako ʻinitaviu mo e niʻihi kehé ke teuteu ki he foʻi ʻinitaviu takitaha. Naʻá ku ʻoange kiate kinautolu ha ngaahi fehuʻi naʻá ku pehē ʻe ʻeke ʻe ha fai ʻinitaviú pea te nau fakafehuʻia au ke sio pe ko e hā haʻaku tali. ʻI he taimi ne hokosia ai e taimi ʻinitaviu moʻoní, kuó u ʻosi meimei akoako au ki he foʻi fehuʻi kotoa pē. Naʻe tokoni lahi ʻaupito ia ki heʻeku loto-falalá. Naʻá ku fakaʻaongaʻi ʻeku Ko Au ʻi ha Sekoni ʻe 30, ngaahi fakamatala tākiekina-mālohí, mo ha ngaahi taukei kehe, pea ʻoku ou ʻilo ko e meʻa ia ne u makehe aí. Naʻe ʻilo ʻe he kautahá te u ngāue lelei ʻaupito maʻanautolu koeʻuhí naʻá ku fakahaaʻi ʻeku lavameʻa kimuʻá, pea ne u lava ʻo fakafōtunga lelei.

“Ko e taha ʻo e ngaahi tafaʻaki mahuʻinga taha ʻo ʻeku teuteú ko e lotú. Naʻá ku kole ki he Tamai Hēvaní ke tokoniʻi au ke u mateuteu mo maʻu ha loto nonga. Ne u fakahoko hoku fatongiá ʻaki ʻeku akoako ʻinitaviu, pea ʻoku ou ʻilo naʻá Ne tokoniʻi au koeʻuhí ko ʻeku fakahaaʻi ʻeku tuí. ʻOku ou ʻilo ne u lavameʻa koeʻuhí ne u feinga ke akoako mo teuteu ki heʻeku ngaahi ʻinitaviú.”

Foki ki he peesi 135.