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

Translator: Polona Ramšak Reviewer: Jonathan Rebetz

We live in a world where the collection of data

Živimo v svetu, kjer se podatki

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

zbirajo 24 ur na dan, sedem dni na teden,

365 days a year.

365 dni na leto.

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

Te podatke ponavadi zbirajo tako imenovani sprejemni specialisti.

These are the retail clerks at your favorite department stores,

To so trgovci v vaših najljubših veleblagovnicah,

the cashiers at the grocery stores,

blagajničarji v supermarketih,

the registration specialists at the hospital

vpisni uradniki v bolnišnicah

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

in celo ljudje, ki so vam prodali vašo zadnjo vstopnico za kino.

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

Zastavljajo vam diskretna vprašanja, npr.: "Mi prosim poveste svojo poštno številko?"

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

ali pa "Bi danes radi uporabili svojo kartico popustov?"

All of which gives us data.

Vse to nam daje podatke.

However, the conversation becomes a little bit more complex

A pogovor postane malo bolj kompleksen,

when the more difficult questions need to be asked.

ko je treba zastaviti težja vprašanja.

Let me tell you a story, see.

Naj vam povem zgodbo.

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

Nekoč je živela ženska po imenu gdč. Margaret.

Miss Margaret had been a front-desk specialist

Gdč. Margaret je bila sprejemna specialistka

for almost 20 years.

skoraj 20 let.

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

In v tem času ni nikoli, mislim, nikoli

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

morala vprašati pacienta po spolu, rasi ali etničnosti.

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

Ker, vidite, gdč. Margaret ima sposobnost, da te samo pogleda.

Uh-huh.

Aha.

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

In lahko pove, če si fant ali dekle,

black or white, American or non-American.

črn ali bel, Američan ali ne.

And in her mind, those were the only categories.

Kar se nje tiče, so to edine kategorije.

So imagine that grave day,

Zdaj pa si predstavljajte strašni dan,

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

ko jo je njena predrzna nadzornica povabila na sestanek 'velikih sprememb'

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

in ji povedala, da bo morala vse paciente prositi,

to self-identify.

da se sami identificirajo.

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

Dala ji je šest spolov, osem ras in več kot 100 etničnih skupin.

Well, now, Miss Margaret was appalled.

No, gdč. Margaret je bila zaprepaščena.

I mean, highly offended.

Mislim, hudo užaljena.

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

Tako zelo, da je odšla v kadrovsko službo,

to see if she was eligible for an early retirement.

da bi videla, če bi se lahko predčasno upokojila.

And she ended her rant by saying

In svojo tirado je končala z besedami,

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

da jo je njena predrzna nadzornica povabila na sestanek

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

in ji ni, ni niti, niti

bring, bring food, food, food, food.

prinesla, prinesla hrane, hrane, hrane, hrane.

(Laughter)

(smeh)

(Applause) (Cheers)

(aplavz) (vzkliki)

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

Veste, da morate na take sestanke prinesti hrano.

(Laughter)

(smeh)

Anyway.

Kakor koli že.

(Laughter)

(smeh)

Now, that was an example of a healthcare setting,

To je bil primer zdravstvene ustanove,

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

a seveda vsa podjetja zbirajo neke vrste podatkov.

True story: I was going to wire some money.

Resnična zgodba: hotela sem nakazati nekaj denarja.

And the customer service representative asked me

Predstavnica za stranke me je vprašala,

if I was born in the United States.

če sem se rodila v ZDA.

Now, I hesitated to answer her question,

Malo sem oklevala

and before she even realized why I hesitated,

in preden se je zavedla, zakaj sem oklevala,

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

je začela kriviti podjetje, za katerega je delala.

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

Rekla je: "Punca, vem, da je neumno, a silijo nas, da to sprašujemo."

(Laughter)

(smeh)

Because of the way she presented it to me,

Zaradi načina, kako mi je to prikazala,

I was like, "Girl, why?

sem rekla: "Zakaj, punca?

Why they makin' you ask this question?

Zakaj vas silijo, da to sprašujete?

Is they deportin' people?"

Ali deportirajo ljudi?"

(Laughter)

(smeh)

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

Potem pa sem vklopila svojo drugo polovico,

the more professional speaker-poet side of me.

bolj profesionalno, govorniško poetično plat sebe.

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

Tisto, ki razume, da so male gdč. Margaret vsepovsod.

People who were good people, maybe even good employees,

Dobri ljudje, mogoče celo dobri delavci,

but lacked the ability to ask their questions properly

ki jim manjka sposobnosti, da ustrezno zastavijo vprašanja,

and unfortunately, that made her look bad,

in to jo je postavilo v slabo luč.

but the worst, that made the business look even worse

Najhuje pa je, da je zato njeno podjetje izpadlo celo slabše

than how she was looking.

kot ona sama.

Because she had no idea who I was.

Ker ni imela pojma, kdo sem.

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

Mislim, dobesedno bi lahko bila ženska, pred katero je TED govor

and would use her as an example.

in bi jo lahko uporabila za primer.

Imagine that.

Predstavljajte si to.

(Applause)

(aplavz)

And unfortunately,

Ljudje žal ne želijo odgovoriti

what happens is people would decline to answer the questions,

na taka vprašanja,

ker imajo občutek, da boste informacije uporabili,

because they feel like you would use the information

da jih diskriminirate,

to discriminate against them,

vse zaradi načina, kako ste informacijo predstavili.

all because of how you presented the information.

And at that point, we get bad data.

V takem trenutku dobimo slabe podatke.

And everybody knows what bad data does.

Vsi pa vemo, kaj naredijo slabi podatki.

Bad data costs you time, it costs you money

Slabi podatki stanejo čas, stanejo denar

and it costs you resources.

in stanejo vire.

Unfortunately, when you have bad data,

Na žalost slabi podatki

it also costs you a lot more,

stanejo še več,

because we have health disparities,

ker imamo razlike na področju zdravja

and we have social determinants of health,

in imamo socialne dejavnike zdravja

and we have the infant mortality,

in imamo otroško umrljivost

all of which depends on the data that we collect,

in vse to je odvisno od podatkov, ki jih zberemo.

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

Če imamo slabe podatke, ti problemi še vedno obstajajo.

And we have underprivileged populations

In imamo depriviligirano populacijo,

that remain unfortunate and underprivileged,

ki ostaja nesrečna in deprivilegirana,

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

ker so podatki, ki jih uporabljamo, stari

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

ali sploh ne dobri ali jih sploh nimamo.

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

Ali ne bi bilo čudovito, če bi ljudem, kot je gdč. Margaret

and the customer-service representative at the wiring place

in predstavniki za stranke,

were graced to collect data with compassionate care?

bilo dovoljeno zbirati podatke s sočutnim pristopom?

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

Vam lahko povem, kaj mislim z izrazom, "dovoljeno"?

I wrote an acrostic poem.

Napisala sem pesem.

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

Zaposliti sprejemnega specialista in mu predočiti pomembnost

R: the Relevance of their role as they become

njegove vloge, ko postane odgovoren za

A: Accountable for the accuracy of data while implementing

natančnost podatkov, medtem ko izvaja

C: Compassionate care within all encounters by becoming

lep odnos z vsemi, ki jih sreča,

E: Equipped with the education needed to inform people

opremljen z znanjem, da lahko informira ljudi,

of why data collection is so important.

zakaj je zbiranje podatkov tako pomembno.

(Applause)

(aplavz)

Now, I'm an artist.

Umetnica sem.

And so what happens with me

Kar se mi dogaja,

is that when I create something artistically,

je, da ko ustvarim nekaj umetniškega,

the trainer in me is awakened as well.

se v meni prebudi tudi vodja usposabljanja.

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

Zato sem začela razvijati to pesem v popolno usposabljanje,

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

imenovano "I am G.R.A.C.E.D. (Dovoljeno mi je.)"

Because I remember, being the front-desk specialist,

Spomnim se namreč, ko sem bila še sprejemna specialistka

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

in sem šla delat v pisarno za pravičnost na področju zdravja.

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

Mislila sem si: "Ali nas zato silijo, da sprašujemo ta vprašanja?"

It all became a bright light to me,

Vse mi je postalo jasno

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

in zavedla sem se, da sem spraševala ljudi in jim govorila,

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

jih imenovala z napačnim spolom ali napačno raso,

I called them by the wrong ethnicity,

jih klicala z napačno etnično skupino

and the environment became hostile,

in okolje je postalo sovražno.

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

Ljudje so bili užaljeni in jaz zafrustrirana, ker nisem znala olepševati.

I remember my computerized training,

Spomnim se svojega računalniškega usposabljanja,

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

ki me žal ni pripravilo za reševanje zaostrenih situacij.

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

Ni me pripravilo na učne trenutke, ko sem imela vprašanja

about asking the questions.

o zastavljanju vprašanj.

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

Pogledala sem v računalnik in rekla: "Kaj torej storim, ko se tole zgodi?"

And the computer would say ...

In računalnik je rekel ...

nothing, because a computer cannot talk back to you.

nič, ker se računalnik ne zna pogovarjati s teboj.

(Laughter)

(smeh)

So that's the importance of having someone there

Zato je tako pomembno, da imaš nekoga,

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

ki je usposobljen, da te nauči in ti pove, kaj storiti

in situations like that.

v takih situacijah.

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

Ko sem torej ustvarila usposabljanje "I am G.R.A.C.E.D.",

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

sem ga ustvarila s to izkušnjo v mislih,

but also that conviction that I had in mind.

a tudi s prepričanjem, ki sem ga imela.

Because I wanted the instructional design of it

Ker sem hotela, da bi bila njegova navodila

to be a safe space for open dialogue for people.

varna za odprt dialog z ljudmi.

I wanted to talk about biases,

Želela sem govoriti o predsodkih,

the unconscious ones and the conscious ones,

podzavestnih in zavestnih,

and what we do.

in kaj storiti.

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

Ker zdaj vem, da ko ljudi zapleteš v pogovor o zakaj,

it challenges their perspective, and it changes their attitudes.

to izzove njihovo perspektivo in spremeni njihov odnos.

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

Zdaj vem, da podatke, ki jih imamo pri sprejemni mizi,

translates into research that eliminates disparities and finds cures.

pretvarjamo v raziskave, ki eliminirajo neskladja in iščejo zdravila.

Now I know that teaching people transitional change

Zdaj vem, da je ljudi naučiti tranzicijskih sprememb,

instead of shocking them into change

namesto da bi jih šokirali v spremembo,

is always a better way of implementing change.

vedno boljši način uvajanja spremembe.

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

Veste, zdaj vem, da bodo ljudje raje delili informacije,

when they are treated with respect by knowledgeable staff members.

če z njimi spoštljivo ravna dobro podkovano osebje.

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

Zdaj vem, da ni treba, da si statistik,

to understand the power and the purpose of data,

da bi razumel moč in namen podatkov,

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

moraš pa z ljudmi spoštljivo in sočutno ravnati.

Now I know that when you've been graced,

Zdaj vem, da ko ti je dovoljeno,

it is your responsibility to empower somebody else.

postane tvoja odgovornost dajati moč nekomu drugemu.

But most importantly, now I know

Najpomembneje pa je, da zdaj vem,

that when teaching human beings

da mora človeška bitja učiti

to communicate with other human beings,

komunicirati z drugimi človeškimi bitji

it should be delivered by a human being.

človeško bitje.

(Applause)

(aplavz)

So when y'all go to work

Ko boste šli na delo

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

in boste načrtovali tisti sestanek 'velikih sprememb' ...

(Laughter)

(smeh)

remember Miss Margaret.

se spomnite gdč. Margaret

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

in ne pozabite hrane, hrane, hrane, hrane.

Thank you.

Hvala.

(Applause) (Cheers)

(aplavz) (vzkliki)

Thank you.

Hvala.

(Applause)

(aplavz)