How to train employees to have difficult conversations | Tamekia MizLadi Smith

Translator: Kamilla Christiansen Reviewer: Anders Finn Jørgensen

We live in a world where the collection of data

Vi lever i en verden, hvor data indsamles

is happening 24 hours a day, seven days a week,

alle 24 timer i døgnet, 7 dage om ugen,

365 days a year.

365 dage om året.

This data is usually collected by what we call a front-desk specialist now.

Denne data samles ofte ind af kundeservicemedarbejdere.

These are the retail clerks at your favorite department stores,

Det kan være butiksassistenten i din yndlingsbutik,

the cashiers at the grocery stores,

kassemedarbejderen i supermarkedet,

the registration specialists at the hospital

sekretæren i modtagelsen på hospitalet

and even the person that sold you your last movie ticket.

eller personen der solgte dig din seneste biografbillet.

They ask discreet questions, like: "May I please have your zip code?"

De stiller diskrete spørgsmål som: "Må jeg få dit postnummer?"

Or, "Would you like to use your savings card today?"

Eller, "Vil du benytte dit kreditkort?"

All of which gives us data.

Og det hele giver os data.

However, the conversation becomes a little bit more complex

Men samtalen bliver lidt mere kompleks,

when the more difficult questions need to be asked.

når sværere spørgsmål skal stilles.

Let me tell you a story, see.

Lad mig fortælle dig en historie:

Once upon a time, there was a woman named Miss Margaret.

Der var en gang en kvinde, der hed Margaret.

Miss Margaret had been a front-desk specialist

Margaret havde været kundeservicemedarbejder

for almost 20 years.

i næsten 20 år.

And in all that time, she has never, and I do mean never,

Og i alle disse år havde hun aldrig, aldrig nogensinde,

had to ask a patient their gender, race or ethnicity.

været nødt til at bede en patient oplyse køn, race eller etnicitet.

Because, see, now Miss Margaret has the ability to just look at you.

For ser du, Margaret kunne bare tage et kig på dig.

Uh-huh.

Nemlig.

And she can tell if you are a boy or a girl,

Og hun kunne se om du var en dreng eller en pige,

black or white, American or non-American.

sort eller hvid, amerikaner eller ej.

And in her mind, those were the only categories.

Og i hendes hoved var det alle kategorier der fandtes.

So imagine that grave day,

Så forestil dig den dag

when her sassy supervisor invited her to this "change everything" meeting

hendes frække chef inviterede hende til et "total forandrings-møde"

and told her that would have to ask each and every last one of her patients

og fik hende til at bede hver eneste patient,

to self-identify.

om at identificere sig selv.

She gave her six genders, eight races and over 100 ethnicities.

Hun gav hende 6 køn, 8 racer og mere end 100 etniciteter.

Well, now, Miss Margaret was appalled.

Nu var Margaret forarget.

I mean, highly offended.

Virkelig dybt forulempet.

So much so that she marched down to that human-resource department

Så meget, at hun marcherede ned til HR-afdelingen

to see if she was eligible for an early retirement.

for at høre, om hun ikke kunne gå på tidlig pension.

And she ended her rant by saying

Og hun afsluttede sin tale med at sige,

that her sassy supervisor invited her to this "change everything" meeting

at hendes frække chef inviterede hende til "total forandrings-mødet"

and didn't, didn't, even, even

uden at, uden overhovedet at

bring, bring food, food, food, food.

at tage, tage mad med, mad, mad, mad.

(Laughter)

(Latter)

(Applause) (Cheers)

(Klapsalve)

You know you've got to bring food to these meetings.

Alle ved at man skal tage mad med til de møder.

(Laughter)

(Latter)

Anyway.

Lige meget.

(Laughter)

(Latter)

Now, that was an example of a healthcare setting,

Det var et eksempel fra sundhedsplejen,

but of course, all businesses collect some form of data.

men selvfølgelig indsamler alle virksomheder nogen form af data.

True story: I was going to wire some money.

Sand historie: Jeg skulle overføre nogle pengle.

And the customer service representative asked me

Og kundeservicemedarbejderen spurgte mig,

if I was born in the United States.

om jeg var født i USA.

Now, I hesitated to answer her question,

Jeg tøvede lidt, inden jeg svarede,

and before she even realized why I hesitated,

og før hun overhovedet indså, hvorfor jeg tøvede,

she began to throw the company she worked for under the bus.

havde hun undergravet firmaet, hun arbejdede for.

She said, "Girl, I know it's stupid, but they makin' us ask this question."

Hun sagde, "Du, jeg ved det er dumt, men de får os til at spørge."

(Laughter)

(Latter)

Because of the way she presented it to me,

Fordi hun fremlagde det sådan for mig,

I was like, "Girl, why?

spurgte jeg, "Hvorfor?

Why they makin' you ask this question?

Hvorfor får de jer til at spørge?

Is they deportin' people?"

Vil de udvise folk?"

(Laughter)

(Latter)

But then I had to turn on the other side of me,

Men så tændte jeg den anden side af mig selv,

the more professional speaker-poet side of me.

den mere professionelle taler-poet-side.

The one that understood that there were little Miss Margarets all over the place.

Den som forstod, at der var mange små Margareter derude.

People who were good people, maybe even good employees,

Gode mennesker, måske også gode medarbejdere,

but lacked the ability to ask their questions properly

som manglede evnen til at stille sine spørgsmål godt,

and unfortunately, that made her look bad,

og desværre kom til at se dårlige ud,

but the worst, that made the business look even worse

men endnu værre, fik deres firma til at se endnu dårligere ud

than how she was looking.

end hun gjorde.

Because she had no idea who I was.

For hun havde ingen anelse om, hvem jeg er.

I mean, I literally could have been a woman who was scheduled to do a TED Talk

Jeg kunne være en kvinde, der skulle holde en TED Talk

and would use her as an example.

og ville bruge hende som eksempel.

Imagine that.

Tænk dig det.

(Applause)

(Klapsalve)

And unfortunately,

Og desværre,

what happens is people would decline to answer the questions,

leder det til at folk ikke vil svare på spørgsmålene,

because they feel like you would use the information

fordi de føler, at informationen vil blive brugt

to discriminate against them,

til at diskriminere dem,

all because of how you presented the information.

alene på grund af måden, du præsenterede det.

And at that point, we get bad data.

Og sådan får vi dårlig data.

And everybody knows what bad data does.

Og alle ved, hvad dårlig data gør.

Bad data costs you time, it costs you money

Dårlig data koster dig tid, koster dig penge

and it costs you resources.

og koster dig ressourcer.

Unfortunately, when you have bad data,

Desværre, når du har dårlig data,

it also costs you a lot more,

koster det dig også meget mere,

because we have health disparities,

fordi vi har sundhedsforskelle,

and we have social determinants of health,

og sociale helbredsfaktorer,

and we have the infant mortality,

og dødelighed blandt børn,

all of which depends on the data that we collect,

som alle afhænger af dataen, vi indsamler,

and if we have bad data, than we have those issues still.

og hvis vi har dårlig data, så har vi fortsat disse problemer.

And we have underprivileged populations

Vi har underpriviligerede befolkninger,

that remain unfortunate and underprivileged,

der forbliver uheldige og underpriviligerede

because the data that we're using is either outdated,

fordi dataen vi bruger enten er forældet

or is not good at all or we don't have anything at all.

eller slet ikke god nok, eller overhovedet ikke eksisterer.

Now, wouldn't it be amazing if people like Miss Margaret

Så ville det ikke være fantastisk, hvis folk som Margaret

and the customer-service representative at the wiring place

og kundeservicemedarbejdere hos pengeinstitutioner

were graced to collect data with compassionate care?

var "graced" til at indsamle data med pleje og medfølelse?

Can I explain to you what I mean by "graced?"

Må jeg forklare, hvad jeg mener med "graced"?

I wrote an acrostic poem.

Jeg skrev et akrostikon.

G: Getting the front desk specialist involved and letting them know

G: Gør medarbejderen involveret og i stand til at forstå

R: the Relevance of their role as they become

R: Relevancen deres rolle har, når de bliver

A: Accountable for the accuracy of data while implementing

A: Ansvarlige for nøjagtigheden af dataen, imens de viser

C: Compassionate care within all encounters by becoming

C: omsorg ved alle kontaktpunkter, ved at blive

E: Equipped with the education needed to inform people

E: udrustede med uddannelsen det kræver, for at informere folk

of why data collection is so important.

D: om hvorfor Dataindsamling er så vigtig.

(Applause)

(Klapsalve)

Now, I'm an artist.

Jeg er ikke kunstner.

And so what happens with me

Så det der sker med mig,

is that when I create something artistically,

når jeg skaber noget kunstnerligt, er,

the trainer in me is awakened as well.

at træneren i mig vækkes.

So what I did was, I began to develop that acrostic poem into a full training

Så jeg begyndte at udvikle mit akrostikon til træningsprogrammet

entitled "I'm G.R.A.C.E.D."

"Jeg er G.R.A.C.E.D."

Because I remember, being the front-desk specialist,

For jeg husker, at være kunde-servicemedarbejderen,

and when I went to the office of equity to start working,

og da jeg begyndte at arbejde på finanskontoret

I was like, "Is that why they asked us to ask that question?"

tænkte jeg "Var det derfor, de stillede det spørgsmål?"

It all became a bright light to me,

Alt blev helt tydeligt for mig,

and I realized that I asked people and I told people about --

og det gik op for mig, at jeg spurgte folk og fortalte om dem --

I called them by the wrong gender, I called them by the wrong race,

Jeg brugte det forkerte køn, jeg kaldte dem ved forkert race.

I called them by the wrong ethnicity,

Jeg brugte ikke deres rette etnicitet

and the environment became hostile,

og omgivelserne blev fjendtlige,

people was offended and I was frustrated because I was not graced.

folk forulempede og jeg frustreret, fordi jeg ikke var "graced".

I remember my computerized training,

Jeg husker træningen jeg fik på computer

and unfortunately, that training did not prepare me to deescalate a situation.

og desværre forberedte den træning mig ikke på deeskalering.

It did not prepare me to have teachable moments when I had questions

Den forberedte mig ikke på at lære noget, når jeg havde spørgsmål

about asking the questions.

om at stille spørgsmål.

I would look at the computer and say, "So, what do I do when this happens?"

Jeg så på computeren og sagde: "Hvad gør jeg så, når det her sker?"

And the computer would say ...

Og computen svarede...

nothing, because a computer cannot talk back to you.

Intet. For en computer kan ikke tale tilbage til dig.

(Laughter)

(Latter)

So that's the importance of having someone there

Derfor er det vigtigt, at have nogen på plads,

who was trained to teach you and tell you what you do

som er trænet til at lære dig og fortælle dig, hvad du gør

in situations like that.

i den slags situationer.

So, when I created the "I'm G.R.A.C.E.D" training,

Så da jeg skabte "Jeg er G.R.A.C.E.D."-træningen,

I created it with that experience that I had in mind,

gjorde jeg det på baggrund af min erfaring,

but also that conviction that I had in mind.

men også med den overbevisning.

Because I wanted the instructional design of it

For jeg ville have et instruktionelt design,

to be a safe space for open dialogue for people.

der gav en sikker plads for åben dialog mellem mennesker.

I wanted to talk about biases,

Jeg ville snakke om fordomme,

the unconscious ones and the conscious ones,

de underbevidste og de bevidste,

and what we do.

og hvad vi gør.

Because now I know that when you engage people in the why,

For nu ved jeg, at når du giver folk spørgsmålet "hvorfor",

it challenges their perspective, and it changes their attitudes.

så udfordrer det deres perspektiver og deres attituder.

Now I know that data that we have at the front desk

Nu ved jeg at data, vi indsamler ved frontdisken

translates into research that eliminates disparities and finds cures.

oversættes til undersøgelser, der eliminerer ulighed og kurerer.

Now I know that teaching people transitional change

Nu ved jeg, at det at lære folk om gradvis forandring,

instead of shocking them into change

i stedet for at chokere dem til forandring,

is always a better way of implementing change.

altid er en bedre måde, at implementere forandring.

See, now I know people are more likely to share information

Nu ved jeg, at folk er mere villige til at dele information,

when they are treated with respect by knowledgeable staff members.

når de behandles med respekt af kyndigt personale.

Now I know that you don't have to be a statistician

Nu ved jeg, at du ikke skal være statistiker

to understand the power and the purpose of data,

for at forstå kraften i og formålet med data,

but you do have to treat people with respect and have compassionate care.

men at den kræver, at du udviser omsorg og respekt for folk.

Now I know that when you've been graced,

Nu ved jeg, at når du er "graced",

it is your responsibility to empower somebody else.

så er det dit ansvar at give andre kraft.

But most importantly, now I know

Men vigtigst af alt, nu ved jeg,

that when teaching human beings

at når man lærer mennesker

to communicate with other human beings,

at kommunikere med andre mennesker,

it should be delivered by a human being.

bør læringen komme fra et menneske.

(Applause)

(Klapsalve)

So when y'all go to work

Så når I går på arbejde

and y'all schedule that "change everything" meeting --

og planlægger det der "total forandrings-møde" --

(Laughter)

(Latter)

remember Miss Margaret.

Så husk Margaret.

And don't forget the food, the food, the food, the food.

Og glem ikke maden, maden, maden, maden.

Thank you.

Tak skal I have.

(Applause) (Cheers)

(Klapsalve)

Thank you.

Tak.

(Applause)

(Klapsalve)