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Kila mtu achukue dakika kuangalia watu humu ndani,

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jaribu kumtafuta mwenye wasiwasi kuliko wote

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(Vicheko)

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Sasa nionyeshe huyo mtu kwa kidole

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(Vicheko)

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Acha, natania, usinioneshe

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(Vicheko)

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Kama mwanasaikolojia,

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Nimetumia muda mwingi katika mahali pa kazi,

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na ninaiona hio paranoia kila mahali.

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Paranoia inasababishwa na watu nawaita "wapokeaji."

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Wapokeaji ni wabinafsi katika mahusiano.

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Wanajali sana: utawahudumiaje wao.

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Kinyume chao ni "watoaji"

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Hawa ni watu ambao katika mahusiano yao, huuliza,

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"Ni namna ipi naweza kukuhudumia?"

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Ntawapa nafasi ya kutafakari tabia zenu.

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Sote tumekuwa watoaji na wapokeaji katika nyakati mbalimbali.

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Tabia yako ni namna unavyohusiana na watu mara nyingi,

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bila ya kujifikiria

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Nina jaribio fupi la kuwasaidia

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kutambua kama wewe ni mtoaji au mpokeaji;

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na mnaweza kulifanya sasa hivi.

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[Tambua kama unajihusudu)

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[Hatua ya 1: Chukua muda kujifikiria.]

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(Vicheko)

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[Hatua ya 2: Kama umeshaifikia hatua ya pili, haujihusudu.]

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(Vicheko)

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Hilo pekee nitasema leo bila ya data za kuthibitisha.

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Ninaamani kama imekuchukua muda kuicheka hii katuni

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tuwe na shaka kwamba wewe ni mpokeaji

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(Vicheko)

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Hakika wapokeaji wote sio wabinafsi

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Baadhi ni watoaji waliotumika sana na kuchoka.

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Pia kuna wapokeaji ambao hatutaongelea leo,

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wale wagonjwa wa akili.

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(Vicheko)

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Nilitaka kuthibitisha uhalali wa pande hizi mbili,

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hivyo nikatafiti zaidi ya watu 30,000 kwenye sekta

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na tamaduni mbalimbali.

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Nikakuta kwamba wengi
wako katikati -

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kati ya kutoa na kupokea.

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Hawa huchagua mtindo wa tatu "kulipiza."

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Walipizaji huweka
usawa kati kutoa na kupokea:

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nipe nikupe --nitakusaidia ukinisaidia.

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Inaonekana kama namna salama ya kuishi.

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Ila, je, ni njia fanisi ya kuishi?

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Jibu la hakika kwa swali hilo, ni

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labda.

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(Vicheko)

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Nimechunguza mashirika kadhaa,

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maelfu ya watu.

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Nmepima tija miongoni wahandisi.

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(Vicheko)

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Nimeangalia maksi ya wanafunzi wa udaktari

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na hata mapato ya watu wa mauzo

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(Vicheko)

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Cha kushtua, ni

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watoaji wanafanya vibaya kuliko wote, katika kila fani.

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Wahandisi wanaofanya vibaya kazini

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ndio wanaotoa fadhila kuliko wanapokea.

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Wako makini kufanya kazi za watu wengine,

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hata hawana muda au nguvu ya 
kufanya kazi zao.

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Katika udaktari, maksi za chini ni za

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wanafunzi wanaokubaliana na kauli kama,

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"Ninapenda kuwasaidia wengine,"

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ambacho inapendekeza umuamini zaidi daktari

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ambaye hana lengo la kusaidia mtu yeyote.

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(Vicheko)

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Katika mauzo, mapato ya chini yanaokeana

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miongoni mwa wauzaji wakarimu.

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Niliongea na mmoja kati ya

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wauzaji ambao ni watoaji.

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Nikamuuliza, "Kwa nini
unafanya vibaya hivyo --"

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Sikuuliza namna hiyo, lakini -

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(Vicheko)

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"Nini gharama ya ukarimu katika mauzo?"

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Akasema, "Naam, ninawajali wateja wangu

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kwamba kamwe siwezi kuwauzia bidhaa zetu ovyo. "

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(Vicheko)

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Hivyo, kwa faida yangu,

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wangapi mnajitambua zaidi kama watoaji

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kuliko wapokeaji au wanaolipizaji?

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Inua mkono.

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OK, ingekuwa zaidi kabla kuongelea hizi takwimu.

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Lakini, kuna cha kushangaza
zaidi hapa,

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kwa sababu watoaji mara nyingi
hujitoa wenyewe,

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huyaboresha mashirika yao zaidi.

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Tuna ushahidi mwingi --

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tafiti nyingi kuhusu tabia za watoaji

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katika timu au shirika --

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na zaidi watu wanavyosaidiana, kufundisha

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wengine na kushauriana,

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ndivyo huboresha mashirika katika kila kipimo:

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faida, kuridhisha wateja, kuvutia
wafanyakazi -

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hata hupunguza gharama za uendeshaji.

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Hivyo watoaji hutumia muda mwingi

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kusaidia wengine

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na kuboresha timu,

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kwa bahati mbaya, wanajikuta kwenye hasara.

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Nataka kuzungumzia namna ya

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kujenga utamaduni ambapo watoaji wanafanikiwa.

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Hivyo nilijiuliza kama watoaji sio 
watekelezaji bora,

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wapi ni watekelezaji bora?

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Nitanza na habari njema:
siyo wapokeaji.

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Wapokeaji hupanda haraka

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lakini pia huanguka upesi maofisini.

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Na huanguka katika mikono ya walipizaji.

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Kama mlipizaji,

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unafuata sheria ya "jicho kwa jicho" - ndiyo haki.

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Hivyo unapokutana na mpokeaji,

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unalifanya jukumu lako

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kumuadhibu mpokeaji, kumtia adabu.

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(Vicheko)

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Na hivyo haki hutolewa.

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Naam, watu wengi ni walipizaji.

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Ina maana, kama wewe ni mpokeaji,

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hatimaye, balaa hukupata;

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Kwendako mema, hurudi mema.

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Hivyo hitimisho lenye mantiki ni:

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walipizaji ndio wafanyakazi bora.

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Lakini, hapana, siyo.

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Katika kila fani, kila shirika, nimechunguza,

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watoaji, tena, ndio wenye matokeo bora.

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Tuangalie baadhi ya takwimu nimekusanya, za mapato

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ya watu wa mauzo.

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Unachoona ni kwamba watoaji wako katika vikomo vyote.

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Wengi wao huleta mapato ya chini,

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lakini pia mapato ya juu.

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Mwelekeo huo ni kweli pia kwenye tija za wahandisi

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na maksi za wanafunzi wa udaktari.

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Watoaji wana uwakilishi mkubwa
chini na juu

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katika kila kipimo cha mafanikio.

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Hivyo swali ni:

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Jinsi gani tunaweza kujenga dunia
ambapo watoaji hufanikiwa?

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Nitazungumzi jinsi ya kufanya hivyo, sio tu katika biashara,

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ila katika taasisi mbalimbali

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na hata serikalini.

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Mko tiyari?

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(Makofi)

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Ningewaambia hata hivyo, ila asante kwa shauku.

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(Vicheko)

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Kitu cha kwanza muhimu

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ni kutambua kwamba watoaji ni watu muhimu,

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ila tusipoangalia, tutawakatisha tamaa.

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Hivyo, tunabidi kuwalinda watoaji miongoni mwetu

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Nimejifunza mengi kutoka kwa mwanamitandao bora wa Fortune.

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Ni huyo mtu, sio paka

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(Vicheko)

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Anaitwa Adamu Rifkin.

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Yeye ni mwekezaji mahiri.

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Hutumia muda mwingi akisaidia wengine.

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Siri yake ya mafanikio ni kutoa dakika tano za fadhila.

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Adamu alisema, "Huhitaji kuwa Mama Teresa or Gandhi

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kuwa mtoaji.

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Unabidi utafute njia ndogondogo tu

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za kushika maisha ya watu."

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Kama kuwatambulisha watu wawili

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wanaoweza kufaidika kwa kujuana.

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Inaweza kuwa kutoa maarifa yako
au kutoa maoni.

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Au hata kusema kitu kama,

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"Unajua,

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nitajaribu kumtambua mtu

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ambaye kazi yake hakujatambuliwa. "

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Hizo dakika tano za fadhila ni muhimu

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kusaidia watoaji kujiwekea mipaka

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na kujihami.

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Jambo la pili la msingi

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katika kujenga utamaduni ambapo watoaji wanafanikiwa,

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ni kuhamasisha utamaduni wa kutafuta msaada;

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ambapo watu huuliza na huomba kusaidiwa.

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Hii inaweza kuwaogopesha baadhi yenu.

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[katika mahusiano yako, ni lazima uwe mtoaji daima?]

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(Vicheko)

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Utakachogundua katika watoaji waliofanikiwa

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ni wanatambua kwamba ni sawa
kuwa mpokeaji pia.

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Kama unamiliki shirika,
tunaweza kukurahisishia.

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Tunaweza kurahishia watu kuomba msaada.

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Mimi na wenzangu tulifanya utafiti katika mahospitali.

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Tuligundua wauguzi katika baadhi za wadi

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waliomba kusaidiwa, kuliko wadi nyingine.

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Kilichozitofautisha wadi ambazo

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kuomba msaada ilikuwa kawaida, ni kulikuwa

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na muuguzi mmoja ambaye kazi yake

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ni kuwasaidia wengine katika kitengo.

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Msaada ulipohitajika, wauguzi walisema,

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"Sio aibu kuomba msaada -

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bali tabia inayohamasishwa."

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Kutafuta msaada ni muhimu
katika kuwalinda,

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pia kwa ajili ya ustawi wa watoaji.

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Na kuhamisisha tabia za watoaji,

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kwa sababu takwimu zinaonyesha kwamba

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asilimia 75 hadi 90 ya utoaji

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huanzia na ombi.

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Lakini watu wengi hawaulizi.

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Wanahofia kuonekana hawajui,

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hawajui wageukia wapi, wanaogopa kuwasumbua wenzao.

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Ikiwa kamwe hakuna anayeomba msaada,

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utakuwa na watoaji wengi waliokatishwa tamaa,

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ambao wangependa kuchangia kwa kusaidia,

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laiti wangejua nani anahitaji msaada na kwa namna gani.

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Lakini jambo muhimu zaidi kama

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unataka kujenga utamaduni
ambapo watoaji wanafanikiwa,

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ni kuwa mwangalifu kuhusu nani
unaweka kwenye timu yako.

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Kama unataka utamaduni
wa ukarimu na uzalishaji,

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unapaswa kuajiri watoaji.

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Lakini nilishangaa kugundua kwamba hiyo haikuwa sahihi --

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mapungufu ya mpokeaji

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ni mara mbili au mara tatu
zaidi kuliko manufaa ya mtoaji.

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Ifiikirie hivi:

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tunda moja baya linaweza kuharibu kikapu chote,

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lakini yai moja nzuri haliwezi kuboresha dazeni nzima.

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Sijui hii ina maana gani--

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(Vicheko)

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Lakini natumaini mnaelewa.

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Yani-- weka hata mpokeaji mmoja kwenye timu,

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na utaona kwamba watoaji
wataacha kusaidia.

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Watasema, "Nimezungukwa
na rundo la nyoka na papa.

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Kwa nini mimi nichangie? "

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Wakati, ukiweka mtoaji mmoja kwenye timu,

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huwezi kupata mlipuko wa ukarimu.

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Mara nyingi zaidi, watu hufikiri,

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"Afadhali! Huyo anaweza kufanya kazi yetu yote."

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Hivyo, ufanisi katika kuajiri na kujenga timu

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haihusishi kuleta pamoja watoaji tu;

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ila pia kuwatoa wapokeaji nje ya shirika.

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Ukifanikiwa,

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utabakiza watoaji na walipizaji.

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Watoaji watakuwa wakarimu

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kwa sababu hawana wasiwasi
kuhusu kupokea fadhila.

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Na uzuri wa walipizaji ni kwamba wanafuata musuada uliopo.

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Hivyo ni jinsi gani utamtambua mpokeaji, mapema?

00:08:48.745 --> 00:08:51.632
Sio rahisi kumtambua mpokeaji

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hasa kufuata tu hisia zetu za mwanzo.

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Kuna tabia ambayo hutupotosha .

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Inaitwa wito upendezi,

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kati ya vipimo vikuu vya hulka

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miongoni mwa tamaduni mbalimbali.

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Watu wapendezi ni wakarimu, wema, wanyenyekevu.

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Utawakuta wengi wao Kanada --

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(Vicheko)

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Ambapo kulikuwa na shindano la kitaifa

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la kutafuta kauli mbiu mpya ya Kanada
kwa kujaza tashbihi,

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"Mkanada kama ..."

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Nilidhani kauli mbiu itakayoshinda ingekuwa,

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"Mkanada kama maple syrup,"
au, "... Hoki ya barafuni ."

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Lakini, hapana. Kura zilichagua kauli mbiu mpya kuwa -

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na siwatanii --

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"Mkanada kama iwezekanavyo,
katika mazingira haya. "

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(Vicheko)

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Sasa kwa wale ambao ni wapendezi,

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au labda ni wakanada kidogo

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mtaielewa upesi.

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Ninawezaje kusema kuwa mimi ni aina moja pekee

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wakati daima ninajibadilisha kuridhisha wengine?

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Watu nongwa hujaribu mara chache zaidi.

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Hawa, wana mashaka, ni wakasoaji, ni changamoto

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na ndio wenye kwenda kusoma sheria.

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(Vicheko)

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Hiyo sio utani; ni kweli kama kanuni.

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(Vicheko)

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daima nildhani watu wapendezi ni watoaji

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na watu nongwa ni wapokeaji.

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Nilipofanya utafiti,

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nilistaajabu kukuta hakuna uhusiano katika sifa hizo,

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kwa sababu tabia ya upendezi au nongwa

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ni gamba la nje tu:

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Je, watu wanajisikiaje baada ya kuzungumza na wewe?

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Wakati kutoa na kupokea inategemea nia yako:

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Je, maadili yako ni yapi?
Je, nia yako kwa wengine ni ipi?

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Kama unataka kusoma watu kwa usahihi,

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utataka kuwepo katika chumba wakati kila mshauri anasubiri,

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kupata picha halisi.

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(Vicheko)

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Ni rahisi kuwatambua watoaji wapendezi:

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wao husema ndiyo kwa kila kitu.

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Wapokeaji nongwa wanatambulika kirahisi pia,

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ingawa unaweza kuwaita
kwa jina tofauti kidogo.

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(Vicheko)

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Tunasahau makundi mengine mbili.

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Kuna watoaji nongwa
katika mashirika.

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Hawa wanaonekana wagumu kwa nje

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lakini hujali sana maslahi ya wengine.

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Au kama mhandisi anavyoiweka,

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"Ah, watoaji nongwa ni -

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kama mtu mwenye kiolesura kibaya cha mtumiaji

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lakini mfumo mzuri."

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(Vicheko)

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Kama inawasaidia.

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(Vicheko)

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Watoaji nongwa hawathaminiwi katika mashirika yetu,

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kwa sababu huotoa changamoto

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ambazo watu hawataki kusikia
hata kama tunahizitaji.

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Tunahitaji kuwathamini zaidi
watu hawa

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badala ya kuwapuuza,

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na kusema, "Eh, wanakera,

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lazima awe mpokeaji nongwa."

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Kundi jingine hatari tunasahau ni-

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mpokeaji mpendezi, pia anajulikana kama muigizaji.

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Huyu ni mtu mwema akiwa mbele yako,

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na ukigeuka hukuchoma.

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(Vicheko)

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Napenda kuwakamata
hawa watu katika usahili

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kwa kuuliza swali,

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"Je, unaweza kunipa majina ya watu wanne

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ambao umewasaidia kimsingi kazini?"

00:11:44.424 --> 00:11:46.317
Wapokeaji watakupa hayo majina manne,

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na wote watakuwa na mafinikio zaidi kuliko wao,

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kwa sababu wapokeaji ni wastadi katika kunyenyekea

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wakuu wao na kudharau walio chini.

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Watoaji wanajua zaidi majina ya watu chini ya uongozi wao,

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ambao hawana mamlaka mingi,

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ambao hawana mchango muhimu kwao.

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Hakika, tunafahamu kuwa tunajifunza mengi kuhusu tabia ya mtu

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kwa kumuangalia anavyohusiana na mhudumu

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au dereva wa Uber.

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Hivyo tukifanya yote vizuri,

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kama tutatoa wapokeaji katika mashirika,

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kama tutaweza kuwahakikishia usalama wanaoomba msaada,

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kama tutaweza kuwalinda watoaji wasichoke

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na kuwawezesha kutimiza malengo yao

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na pia kusaidia watu wengine,

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tunaweza kubadilisha mtizamo wa watu

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wanavyotizama mafanikio.

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Badala ya kuona ni mashindano,

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watu watatambua mafanikio kama mchango kijumuiya zaidi.

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Naamini kuwa njia kuu ya kufanikiwa

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ni kuwasaidia watu wengine wafanikiwe.

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Na kama tunaweza kusambaza imani hio,

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tunaweza kweli kuigeuza paranoia.

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Kuna jina kwa ajili hiyo

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inaitwa "pronoia."

00:12:43.025 --> 00:12:44.722
Pronoia ni imani kwamba

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wengine wanapanga mema kwa ajili yako.

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(Vicheko)

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Kwamba wanakuzunguka

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na kuimba sifa zako.

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Uzuri wa utamaduni wa watoaji
ni kwamba hio sio njozi,

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huo ndio uhalisia.

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Ningependa kuishi kwenye dunia ambayo watoaji wanafanikiwa.

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Natumaini nyote mtanisaidia kujenga ulimwengu huo.

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Asanteni.

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(Makofi)