Tamekia MizLadi Smith: How to train employees to have difficult conversations
تاميكيا ميزلادي سميت: كيفية تدريب الموظفين على إجراء محادثات صعبة
Tamekia MizLadi Smith wants to start new conversations around involving non-clinical staff in healthcare. Full bio
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where the collection of data
seven days a week,
سبعة أيام في الأسبوع،
what we call a front-desk specialist now.
من نسميه موظف مكتب الاستقبال الآن،
at your favorite department stores,
المفضلة لديكم،
at the hospital
your last movie ticket.
"May I please have your zip code?"
أن أحصل على الرمز البريدي الخاص بك؟"
your savings card today?"
بطاقة التوفير الخاصة بك اليوم؟"
becomes a little bit more complex
تصبح أكثر تعقيدًا قليلًا
need to be asked.
a woman named Miss Margaret.
تدعى الآنسة مارجريت.
a front-desk specialist
and I do mean never,
race or ethnicity.
has the ability to just look at you.
لديها القدرة بمجرد النظر إليك.
if you are a boy or a girl,
those were the only categories.
to this "change everything" meeting
لاجتماع "تغيير كل شيء"
each and every last one of her patients
كل واحد من زبائنها
eight races and over 100 ethnicities.
وأكثر من 100 عرق.
to that human-resource department
قسم الموارد البشرية
for an early retirement.
للتقاعد المبكر.
to this "change everything" meeting
لهذا الاجتماع "تغيير كل شيء"
to these meetings.
لمثل هذه الاجتماعات.
of a healthcare setting,
collect some form of data.
تقوم بجمع البيانات.
to wire some money.
لإرسال بعض المال.
representative asked me
why I hesitated,
she worked for under the bus.
التي تعمل فيها.
but they makin' us ask this question."
لكنهم يجبروننا على طرحه"
the other side of me,
الجانب الآخر من شخصيتي،
speaker-poet side of me.
المتكلم مني.
little Miss Margarets all over the place.
متواجدون في كل مكان.
maybe even good employees,
to ask their questions properly
على طرح أسئلتهم بشكل صحيح
the business look even worse
التي تجعل العمل يبدو أسوأ
a woman who was scheduled to do a TED Talk
امرأة كان من المقرر أن تلقي محادثة TED
to answer the questions,
على هذه الأسئلة،
you would use the information
the information.
التي قدمت بها المعلومات.
it costs you money
on the data that we collect,
than we have those issues still.
فهذه المشاكل ستستمر.
and underprivileged,
is either outdated,
إما عفا عليها الزمن،
or we don't have anything at all.
أو ليس لدينا أي شيء على الإطلاق.
if people like Miss Margaret
إذا كان الناس مثل الآنسة مارجريت
representative at the wiring place
with compassionate care?
what I mean by "graced?"
ماذا أعني بـ "graced"
involved and letting them know
وحملهم على أن يدركوا
as they become
of data while implementing
all encounters by becoming
needed to inform people
something artistically,
that acrostic poem into a full training
في تدريب كامل
being the front-desk specialist,
of equity to start working,
to ask that question?"
منا طرح هذا السؤال؟"
and I told people about --
وحدثتهم عن..
I called them by the wrong race,
عندما أهاتفهم،
because I was not graced.
لأنني لم أكن "graced".
prepare me to deescalate a situation.
كافيًا لتهدئة الموقف،
teachable moments when I had questions
"So, what do I do when this happens?"
"إذن، ماذا أفعل عندما يحدث هذا؟"
cannot talk back to you.
of having someone there
and tell you what you do
the "I'm G.R.A.C.E.D" training,
"أنا G.R.A.C.E.D"
that I had in mind,
that I had in mind.
the instructional design of it
for open dialogue for people.
للحوار المفتوح بين الناس.
and the conscious ones,
that when you engage people in the why,
عند إشراك الناس في السبب،
and it changes their attitudes.
that we have at the front desk
لدينا في مكتب الاستقبال
disparities and finds cures.
التي تقضي على الفوارق وتجد العلاجات.
transitional change
هو تغيير انتقالي
of implementing change.
لتنفيذ التغيير
to share information
أكثر استعدادًا لمشاركة المعلومات
by knowledgeable staff members.
ذوو المعرفة باحترام.
don't have to be a statistician
أن يكون الإنسان خبير إحصاء
and the purpose of data,
with respect and have compassionate care.
بالاحترام والرعاية الرحيمة.
to empower somebody else.
"change everything" meeting --
the food, the food.
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