TED2018
Tamekia MizLadi Smith: How to train employees to have difficult conversations
Tamekia MizLadi Smith: Kako usposobiti zaposlene za težke pogovore
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Čas je, da investiramo v direktno usposabljanje, ki omogoča zaposlenim, da se znajo lotiti težkih pogovorov, pravi Tamekia MizLadi Smith. V duhovitem, provokativnem govoru Smithova predstavi program usposabljanja na delovnem mestu z imenom I'm G.R.A.C.E.D., ki navdihuje tako šefe kot tudi zaposlene, da komunicirajo sočutno in spoštljivo. V bistvu vedno razložite ljudem, zakaj je njihovo delo pomembno.
Tamekia MizLadi Smith - Performer, mentor
Tamekia MizLadi Smith wants to start new conversations around involving non-clinical staff in healthcare. Full bio
Tamekia MizLadi Smith wants to start new conversations around involving non-clinical staff in healthcare. Full bio
Double-click the English transcript below to play the video.
00:12
We live in a world
where the collection of data
where the collection of data
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Živimo v svetu, kjer se podatki
00:15
is happening 24 hours a day,
seven days a week,
seven days a week,
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zbirajo 24 ur na dan, sedem dni na teden,
00:17
365 days a year.
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365 dni na leto.
00:20
This data is usually collected by
what we call a front-desk specialist now.
what we call a front-desk specialist now.
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Te podatke ponavadi zbirajo
tako imenovani sprejemni specialisti.
tako imenovani sprejemni specialisti.
00:25
These are the retail clerks
at your favorite department stores,
at your favorite department stores,
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To so trgovci v vaših
najljubših veleblagovnicah,
najljubših veleblagovnicah,
00:28
the cashiers at the grocery stores,
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blagajničarji v supermarketih,
00:30
the registration specialists
at the hospital
at the hospital
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vpisni uradniki v bolnišnicah
00:33
and even the person that sold you
your last movie ticket.
your last movie ticket.
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in celo ljudje, ki so vam
prodali vašo zadnjo vstopnico za kino.
prodali vašo zadnjo vstopnico za kino.
00:36
They ask discreet questions, like:
"May I please have your zip code?"
"May I please have your zip code?"
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Zastavljajo vam diskretna vprašanja, npr.:
"Mi prosim poveste svojo poštno številko?"
"Mi prosim poveste svojo poštno številko?"
00:40
Or, "Would you like to use
your savings card today?"
your savings card today?"
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ali pa "Bi danes radi uporabili
svojo kartico popustov?"
svojo kartico popustov?"
00:44
All of which gives us data.
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Vse to nam daje podatke.
00:46
However, the conversation
becomes a little bit more complex
becomes a little bit more complex
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A pogovor postane malo
bolj kompleksen,
bolj kompleksen,
00:51
when the more difficult questions
need to be asked.
need to be asked.
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ko je treba zastaviti težja vprašanja.
00:54
Let me tell you a story, see.
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Naj vam povem zgodbo.
00:56
Once upon a time, there was
a woman named Miss Margaret.
a woman named Miss Margaret.
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Nekoč je živela ženska
po imenu gdč. Margaret.
po imenu gdč. Margaret.
00:59
Miss Margaret had been
a front-desk specialist
a front-desk specialist
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Gdč. Margaret je bila
sprejemna specialistka
sprejemna specialistka
01:01
for almost 20 years.
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skoraj 20 let.
01:03
And in all that time, she has never,
and I do mean never,
and I do mean never,
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In v tem času ni nikoli, mislim, nikoli
01:07
had to ask a patient their gender,
race or ethnicity.
race or ethnicity.
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morala vprašati pacienta
po spolu, rasi ali etničnosti.
po spolu, rasi ali etničnosti.
01:10
Because, see, now Miss Margaret
has the ability to just look at you.
has the ability to just look at you.
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Ker, vidite, gdč. Margaret ima
sposobnost, da te samo pogleda.
sposobnost, da te samo pogleda.
01:14
Uh-huh.
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Aha.
01:15
And she can tell
if you are a boy or a girl,
if you are a boy or a girl,
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In lahko pove, če si fant ali dekle,
01:18
black or white, American or non-American.
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črn ali bel, Američan ali ne.
01:21
And in her mind,
those were the only categories.
those were the only categories.
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Kar se nje tiče, so to edine kategorije.
01:24
So imagine that grave day,
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Zdaj pa si predstavljajte strašni dan,
01:26
when her sassy supervisor invited her
to this "change everything" meeting
to this "change everything" meeting
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ko jo je njena predrzna nadzornica
povabila na sestanek 'velikih sprememb'
povabila na sestanek 'velikih sprememb'
01:31
and told her that would have to ask
each and every last one of her patients
each and every last one of her patients
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in ji povedala, da bo morala vse
paciente prositi,
paciente prositi,
01:35
to self-identify.
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da se sami identificirajo.
01:36
She gave her six genders,
eight races and over 100 ethnicities.
eight races and over 100 ethnicities.
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Dala ji je šest spolov, osem
ras in več kot 100 etničnih skupin.
ras in več kot 100 etničnih skupin.
01:41
Well, now, Miss Margaret was appalled.
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No, gdč. Margaret je bila zaprepaščena.
01:44
I mean, highly offended.
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Mislim, hudo užaljena.
01:45
So much so that she marched down
to that human-resource department
to that human-resource department
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Tako zelo, da je odšla v kadrovsko službo,
01:48
to see if she was eligible
for an early retirement.
for an early retirement.
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da bi videla, če bi
se lahko predčasno upokojila.
se lahko predčasno upokojila.
01:51
And she ended her rant by saying
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In svojo tirado je končala z besedami,
01:53
that her sassy supervisor invited her
to this "change everything" meeting
to this "change everything" meeting
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da jo je njena predrzna
nadzornica povabila na sestanek
nadzornica povabila na sestanek
01:58
and didn't, didn't, even, even
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in ji ni, ni niti, niti
02:00
bring, bring food, food, food, food.
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prinesla, prinesla hrane,
hrane, hrane, hrane.
hrane, hrane, hrane.
02:03
(Laughter)
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(smeh)
02:04
(Applause) (Cheers)
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(aplavz) (vzkliki)
02:10
You know you've got to bring food
to these meetings.
to these meetings.
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Veste, da morate na take
sestanke prinesti hrano.
sestanke prinesti hrano.
02:13
(Laughter)
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(smeh)
02:15
Anyway.
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Kakor koli že.
02:16
(Laughter)
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(smeh)
02:18
Now, that was an example
of a healthcare setting,
of a healthcare setting,
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To je bil primer zdravstvene ustanove,
02:21
but of course, all businesses
collect some form of data.
collect some form of data.
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a seveda vsa podjetja
zbirajo neke vrste podatkov.
zbirajo neke vrste podatkov.
02:24
True story: I was going
to wire some money.
to wire some money.
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Resnična zgodba: hotela sem
nakazati nekaj denarja.
nakazati nekaj denarja.
02:28
And the customer service
representative asked me
representative asked me
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Predstavnica za stranke me je
vprašala,
vprašala,
02:30
if I was born in the United States.
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če sem se rodila v ZDA.
02:33
Now, I hesitated to answer her question,
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Malo sem oklevala
02:35
and before she even realized
why I hesitated,
why I hesitated,
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in preden se je zavedla,
zakaj sem oklevala,
zakaj sem oklevala,
02:38
she began to throw the company
she worked for under the bus.
she worked for under the bus.
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je začela kriviti podjetje,
za katerega je delala.
za katerega je delala.
02:42
She said, "Girl, I know it's stupid,
but they makin' us ask this question."
but they makin' us ask this question."
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Rekla je: "Punca, vem, da je neumno,
a silijo nas, da to sprašujemo."
a silijo nas, da to sprašujemo."
02:47
(Laughter)
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(smeh)
02:48
Because of the way she presented it to me,
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Zaradi načina, kako mi je
to prikazala,
to prikazala,
02:50
I was like, "Girl, why?
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sem rekla: "Zakaj, punca?
02:52
Why they makin' you ask this question?
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Zakaj vas silijo, da to sprašujete?
02:54
Is they deportin' people?"
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Ali deportirajo ljudi?"
02:56
(Laughter)
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(smeh)
02:58
But then I had to turn on
the other side of me,
the other side of me,
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Potem pa sem vklopila
svojo drugo polovico,
svojo drugo polovico,
03:01
the more professional
speaker-poet side of me.
speaker-poet side of me.
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bolj profesionalno,
govorniško poetično plat sebe.
govorniško poetično plat sebe.
03:04
The one that understood that there were
little Miss Margarets all over the place.
little Miss Margarets all over the place.
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Tisto, ki razume, da so
male gdč. Margaret vsepovsod.
male gdč. Margaret vsepovsod.
03:08
People who were good people,
maybe even good employees,
maybe even good employees,
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Dobri ljudje,
mogoče celo dobri delavci,
mogoče celo dobri delavci,
03:11
but lacked the ability
to ask their questions properly
to ask their questions properly
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ki jim manjka sposobnosti,
da ustrezno zastavijo vprašanja,
da ustrezno zastavijo vprašanja,
03:14
and unfortunately, that made her look bad,
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in to jo je postavilo v slabo luč.
03:16
but the worst, that made
the business look even worse
the business look even worse
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Najhuje pa je, da je zato
njeno podjetje izpadlo celo slabše
njeno podjetje izpadlo celo slabše
03:20
than how she was looking.
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kot ona sama.
03:22
Because she had no idea who I was.
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Ker ni imela pojma, kdo sem.
03:24
I mean, I literally could have been
a woman who was scheduled to do a TED Talk
a woman who was scheduled to do a TED Talk
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Mislim, dobesedno bi lahko bila
ženska, pred katero je TED govor
ženska, pred katero je TED govor
03:27
and would use her as an example.
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in bi jo lahko uporabila za primer.
03:29
Imagine that.
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Predstavljajte si to.
03:30
(Applause)
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(aplavz)
03:35
And unfortunately,
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Ljudje žal ne želijo odgovoriti
03:36
what happens is people would decline
to answer the questions,
to answer the questions,
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na taka vprašanja,
ker imajo občutek, da boste
informacije uporabili,
informacije uporabili,
03:39
because they feel like
you would use the information
you would use the information
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da jih diskriminirate,
03:41
to discriminate against them,
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vse zaradi načina, kako
ste informacijo predstavili.
ste informacijo predstavili.
03:43
all because of how you presented
the information.
the information.
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V takem trenutku dobimo slabe podatke.
03:45
And at that point, we get bad data.
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03:47
And everybody knows what bad data does.
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Vsi pa vemo, kaj naredijo slabi podatki.
03:49
Bad data costs you time,
it costs you money
it costs you money
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Slabi podatki stanejo čas, stanejo denar
03:52
and it costs you resources.
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in stanejo vire.
03:54
Unfortunately, when you have bad data,
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Na žalost slabi podatki
03:56
it also costs you a lot more,
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stanejo še več,
04:00
because we have health disparities,
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ker imamo razlike na področju zdravja
04:02
and we have social determinants of health,
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in imamo socialne dejavnike zdravja
04:04
and we have the infant mortality,
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in imamo otroško umrljivost
04:06
all of which depends
on the data that we collect,
on the data that we collect,
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in vse to je odvisno od podatkov,
ki jih zberemo.
ki jih zberemo.
04:09
and if we have bad data,
than we have those issues still.
than we have those issues still.
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Če imamo slabe podatke,
ti problemi še vedno obstajajo.
ti problemi še vedno obstajajo.
04:12
And we have underprivileged populations
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In imamo depriviligirano populacijo,
04:14
that remain unfortunate
and underprivileged,
and underprivileged,
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ki ostaja nesrečna in deprivilegirana,
04:17
because the data that we're using
is either outdated,
is either outdated,
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ker so podatki, ki jih uporabljamo, stari
04:21
or is not good at all
or we don't have anything at all.
or we don't have anything at all.
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ali sploh ne dobri ali jih sploh nimamo.
Ali ne bi bilo čudovito, če bi
ljudem, kot je gdč. Margaret
ljudem, kot je gdč. Margaret
04:24
Now, wouldn't it be amazing
if people like Miss Margaret
if people like Miss Margaret
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04:27
and the customer-service
representative at the wiring place
representative at the wiring place
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in predstavniki za stranke,
04:30
were graced to collect data
with compassionate care?
with compassionate care?
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bilo dovoljeno zbirati
podatke s sočutnim pristopom?
podatke s sočutnim pristopom?
04:35
Can I explain to you
what I mean by "graced?"
what I mean by "graced?"
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Vam lahko povem, kaj
mislim z izrazom, "dovoljeno"?
mislim z izrazom, "dovoljeno"?
04:38
I wrote an acrostic poem.
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Napisala sem pesem.
04:40
G: Getting the front desk specialist
involved and letting them know
involved and letting them know
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Zaposliti sprejemnega specialista
in mu predočiti pomembnost
in mu predočiti pomembnost
04:45
R: the Relevance of their role
as they become
as they become
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njegove vloge,
ko postane odgovoren za
ko postane odgovoren za
04:49
A: Accountable for the accuracy
of data while implementing
of data while implementing
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natančnost
podatkov, medtem ko izvaja
podatkov, medtem ko izvaja
04:52
C: Compassionate care within
all encounters by becoming
all encounters by becoming
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lep odnos z vsemi, ki jih sreča,
04:56
E: Equipped with the education
needed to inform people
needed to inform people
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opremljen z znanjem,
da lahko informira ljudi,
da lahko informira ljudi,
05:00
of why data collection is so important.
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zakaj je zbiranje podatkov
tako pomembno.
tako pomembno.
05:04
(Applause)
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(aplavz)
05:07
Now, I'm an artist.
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Umetnica sem.
05:09
And so what happens with me
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Kar se mi dogaja,
05:11
is that when I create
something artistically,
something artistically,
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je, da ko ustvarim nekaj umetniškega,
se v meni prebudi tudi
vodja usposabljanja.
vodja usposabljanja.
05:13
the trainer in me is awakened as well.
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05:15
So what I did was, I began to develop
that acrostic poem into a full training
that acrostic poem into a full training
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Zato sem začela razvijati
to pesem v popolno usposabljanje,
to pesem v popolno usposabljanje,
05:19
entitled "I'm G.R.A.C.E.D."
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imenovano "I am G.R.A.C.E.D.
(Dovoljeno mi je.)"
(Dovoljeno mi je.)"
05:20
Because I remember,
being the front-desk specialist,
being the front-desk specialist,
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Spomnim se namreč,
ko sem bila še sprejemna specialistka
ko sem bila še sprejemna specialistka
05:23
and when I went to the office
of equity to start working,
of equity to start working,
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in sem šla delat v pisarno za
pravičnost na področju zdravja.
pravičnost na področju zdravja.
05:26
I was like, "Is that why they asked us
to ask that question?"
to ask that question?"
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Mislila sem si: "Ali nas zato silijo, da
sprašujemo ta vprašanja?"
sprašujemo ta vprašanja?"
05:30
It all became a bright light to me,
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Vse mi je postalo jasno
05:31
and I realized that I asked people
and I told people about --
and I told people about --
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in zavedla sem se, da sem
spraševala ljudi in jim govorila,
spraševala ljudi in jim govorila,
05:35
I called them by the wrong gender,
I called them by the wrong race,
I called them by the wrong race,
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jih imenovala z napačnim spolom
ali napačno raso,
ali napačno raso,
05:38
I called them by the wrong ethnicity,
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jih klicala z napačno etnično skupino
05:40
and the environment became hostile,
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in okolje je postalo sovražno.
05:42
people was offended and I was frustrated
because I was not graced.
because I was not graced.
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Ljudje so bili užaljeni in jaz
zafrustrirana, ker nisem znala olepševati.
zafrustrirana, ker nisem znala olepševati.
05:46
I remember my computerized training,
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Spomnim se svojega računalniškega
usposabljanja,
usposabljanja,
05:49
and unfortunately, that training did not
prepare me to deescalate a situation.
prepare me to deescalate a situation.
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ki me žal ni pripravilo
za reševanje zaostrenih situacij.
za reševanje zaostrenih situacij.
05:55
It did not prepare me to have
teachable moments when I had questions
teachable moments when I had questions
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Ni me pripravilo na učne trenutke,
ko sem imela vprašanja
ko sem imela vprašanja
05:58
about asking the questions.
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o zastavljanju vprašanj.
06:00
I would look at the computer and say,
"So, what do I do when this happens?"
"So, what do I do when this happens?"
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Pogledala sem v računalnik in rekla:
"Kaj torej storim, ko se tole zgodi?"
"Kaj torej storim, ko se tole zgodi?"
06:03
And the computer would say ...
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In računalnik je rekel ...
06:05
nothing, because a computer
cannot talk back to you.
cannot talk back to you.
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nič, ker se računalnik
ne zna pogovarjati s teboj.
ne zna pogovarjati s teboj.
06:09
(Laughter)
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(smeh)
06:12
So that's the importance
of having someone there
of having someone there
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Zato je tako pomembno,
da imaš nekoga,
da imaš nekoga,
06:14
who was trained to teach you
and tell you what you do
and tell you what you do
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ki je usposobljen, da te
nauči in ti pove, kaj storiti
nauči in ti pove, kaj storiti
06:17
in situations like that.
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v takih situacijah.
06:20
So, when I created
the "I'm G.R.A.C.E.D" training,
the "I'm G.R.A.C.E.D" training,
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Ko sem torej ustvarila
usposabljanje "I am G.R.A.C.E.D.",
usposabljanje "I am G.R.A.C.E.D.",
06:22
I created it with that experience
that I had in mind,
that I had in mind,
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sem ga ustvarila s to izkušnjo v mislih,
06:25
but also that conviction
that I had in mind.
that I had in mind.
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a tudi s prepričanjem, ki sem ga imela.
06:28
Because I wanted
the instructional design of it
the instructional design of it
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Ker sem hotela, da bi
bila njegova navodila
bila njegova navodila
06:30
to be a safe space
for open dialogue for people.
for open dialogue for people.
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varna za odprt dialog z ljudmi.
06:33
I wanted to talk about biases,
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Želela sem govoriti o predsodkih,
06:35
the unconscious ones
and the conscious ones,
and the conscious ones,
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podzavestnih in zavestnih,
06:37
and what we do.
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in kaj storiti.
06:38
Because now I know
that when you engage people in the why,
that when you engage people in the why,
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Ker zdaj vem, da ko ljudi zapleteš
v pogovor o zakaj,
v pogovor o zakaj,
06:42
it challenges their perspective,
and it changes their attitudes.
and it changes their attitudes.
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to izzove njihovo perspektivo
in spremeni njihov odnos.
in spremeni njihov odnos.
06:46
Now I know that data
that we have at the front desk
that we have at the front desk
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Zdaj vem, da podatke,
ki jih imamo pri sprejemni mizi,
ki jih imamo pri sprejemni mizi,
06:49
translates into research that eliminates
disparities and finds cures.
disparities and finds cures.
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pretvarjamo v raziskave,
ki eliminirajo neskladja in iščejo zdravila.
ki eliminirajo neskladja in iščejo zdravila.
06:54
Now I know that teaching people
transitional change
transitional change
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Zdaj vem, da je ljudi
naučiti tranzicijskih sprememb,
naučiti tranzicijskih sprememb,
06:58
instead of shocking them into change
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namesto da bi jih šokirali v spremembo,
07:00
is always a better way
of implementing change.
of implementing change.
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vedno boljši način uvajanja spremembe.
07:04
See, now I know people are more likely
to share information
to share information
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Veste, zdaj vem, da bodo
ljudje raje delili informacije,
ljudje raje delili informacije,
07:07
when they are treated with respect
by knowledgeable staff members.
by knowledgeable staff members.
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če z njimi spoštljivo ravna
dobro podkovano osebje.
dobro podkovano osebje.
07:11
Now I know that you
don't have to be a statistician
don't have to be a statistician
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Zdaj vem, da ni treba, da si statistik,
07:14
to understand the power
and the purpose of data,
and the purpose of data,
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da bi razumel moč in namen podatkov,
07:17
but you do have to treat people
with respect and have compassionate care.
with respect and have compassionate care.
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moraš pa z ljudmi spoštljivo
in sočutno ravnati.
in sočutno ravnati.
07:21
Now I know that when you've been graced,
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Zdaj vem, da ko ti je dovoljeno,
07:24
it is your responsibility
to empower somebody else.
to empower somebody else.
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postane tvoja odgovornost
dajati moč nekomu drugemu.
dajati moč nekomu drugemu.
07:27
But most importantly, now I know
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Najpomembneje pa je, da zdaj vem,
07:30
that when teaching human beings
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da mora človeška bitja učiti
07:32
to communicate with other human beings,
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komunicirati z drugimi človeškimi bitji
07:35
it should be delivered by a human being.
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človeško bitje.
07:40
(Applause)
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(aplavz)
07:46
So when y'all go to work
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Ko boste šli na delo
07:48
and y'all schedule that
"change everything" meeting --
"change everything" meeting --
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in boste načrtovali tisti sestanek
'velikih sprememb' ...
'velikih sprememb' ...
07:52
(Laughter)
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(smeh)
07:53
remember Miss Margaret.
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se spomnite gdč. Margaret
07:55
And don't forget the food, the food,
the food, the food.
the food, the food.
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in ne pozabite hrane, hrane,
hrane, hrane.
hrane, hrane.
08:00
Thank you.
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Hvala.
08:01
(Applause) (Cheers)
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(aplavz) (vzkliki)
08:06
Thank you.
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Hvala.
08:07
(Applause)
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(aplavz)
ABOUT THE SPEAKER
Tamekia MizLadi Smith - Performer, mentorTamekia MizLadi Smith wants to start new conversations around involving non-clinical staff in healthcare.
Why you should listen
As a spoken-word performer, Tamekia MizLadi Smith educates and empowers her audiences with what she calls EDUtainment, a witty combination of music and storytelling. She has worked as a consultant and mentor for programs such as Girls in Action, Dear Sistah Girlfriend and the Columbus City Schools. Her forthcoming book, True Story, explores how to improve community health through mentoring and creative arts.
Tamekia MizLadi Smith | Speaker | TED.com