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

譯者: Lilian Chiu 審譯者: SF Huang

We live in a world where the collection of data

在我們所居住的世界， 資料的收集從沒停止過，

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

一天二十四小時，一週七天，

365 days a year.

一年三百六十五天。

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

收集的資料通常都是由 所謂的櫃檯接待專員來負責。

These are the retail clerks at your favorite department stores,

這些人包括你最愛的 百貨公司零售店員、

the cashiers at the grocery stores,

雜貨店的收銀員、

the registration specialists at the hospital

醫院的掛號人員，

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

甚至是上次你去看電影時 賣票給你的人。

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

他們小心翼翼地詢問，比如： 「能不能給我您的郵遞區號？」

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

或「您今天是要用金融卡嗎？」

All of which gives us data.

這些問題都能提供我們所需的資料。

However, the conversation becomes a little bit more complex

然而，當詢問的問題更具難度時，

when the more difficult questions need to be asked.

溝通就會變得更複雜了。

Let me tell you a story, see.

讓我跟各位說個故事。

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

很久很久以前，有位 名叫瑪格麗特小姐的女士。

Miss Margaret had been a front-desk specialist

瑪格麗特小姐擔任櫃檯接待專員

for almost 20 years.

近二十年的時間。

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

在那段期間，她從來 不需要問病人的性別、

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

種族或族群，真的從來不需要。

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

因為，瑪格麗特小姐 有能力只要看著你。

Uh-huh.

嗯哼。

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

接著她就能分辨 你是男生還是女生、

black or white, American or non-American.

黑人還是白人、 美國人還是非美國人。

And in her mind, those were the only categories.

在她的腦中也只有這些類別。

So imagine that grave day,

所以，想像在某個陰霾的日子裡，

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

她無禮的主管邀請她參加 名為「改變一切」的會議，

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

並告訴她必須要求每一個病人

to self-identify.

表明自我認同與身份。

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

主管給了她六種性別、 八個種族和超過一百多個族群。

Well, now, Miss Margaret was appalled.

現在，換瑪格麗特小姐目瞪口呆了。

I mean, highly offended.

我是說，她被嚴重地冒犯了。

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

嚴重到她走到人力資源部門

to see if she was eligible for an early retirement.

詢問她是否符合提早退休的資格。

And she ended her rant by saying

而且她怒氣沖沖叫嚷的最後，

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

是以她無禮的主管邀請她去參加 這場「改變一切」的會議，

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

竟然......竟然...... 沒有......沒有......

bring, bring food, food, food, food.

帶......帶...... 食物...... 來做結尾。

(Laughter)

（笑聲）

(Applause) (Cheers)

（掌聲）（歡呼）

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

這類會議是不能少了食物的。

(Laughter)

（笑聲）

Anyway.

總之。

(Laughter)

（笑聲）

Now, that was an example of a healthcare setting,

剛剛的例子是發生在 醫療保健的情況，

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

但當然，所有的企業 都會收集某種形式的資料。

True story: I was going to wire some money.

真實故事：我打算要去匯款。

And the customer service representative asked me

客服人員問我

if I was born in the United States.

是否是在美國出生。

Now, I hesitated to answer her question,

我正猶豫著是否要回答她的問題，

and before she even realized why I hesitated,

而她在搞懂我為什麼猶豫前，

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

就開始把錯都丟給她的公司了。

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

她說：「女孩，我知道這問題很蠢， 但是他們逼我們要問的。」

(Laughter)

（笑聲）

Because of the way she presented it to me,

因為她對我說話的方式，

I was like, "Girl, why?

我也依樣畫葫蘆 回說：「女孩，為什麼？

Why they makin' you ask this question?

為什麼他們要逼你問這種問題？

Is they deportin' people?"

他們要驅逐誰嗎？」

(Laughter)

（笑聲）

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

但接著，我得要展現出我的另一面，

the more professional speaker-poet side of me.

比較專業的演說詩人家的那ㄧ面。

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

表現出我了解到處 都有像瑪格麗特小姐的人。

People who were good people, maybe even good employees,

他們都是好人，也許還是好員工，

but lacked the ability to ask their questions properly

但缺乏適當的提問能力，

and unfortunately, that made her look bad,

不幸的，會讓她看起來很失禮，

but the worst, that made the business look even worse

但更糟的是，會讓公司看起來

比她還要差勁。

than how she was looking.

Because she had no idea who I was.

因為她不知道我是誰。

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

我的意思是，我可能是個 已經排定要上 TED 演說

and would use her as an example.

且會把她拿來當做例子的人。

Imagine that.

想像看看。

(Applause)

（掌聲）

And unfortunately,

不幸的是，

what happens is people would decline to answer the questions,

通常的狀況是大家會拒絕回答問題，

because they feel like you would use the information

因為他們覺得你會 用那資訊來歧視他們，

to discriminate against them,

這全是因為你詢問資訊的方式不妥。

all because of how you presented the information.

And at that point, we get bad data.

這時，我們就會得到壞數據。

And everybody knows what bad data does.

大家都知道有了壞數據會怎樣。

Bad data costs you time, it costs you money

壞數據會浪費你投入的時間、金錢

and it costs you resources.

和資源。

Unfortunately, when you have bad data,

不幸的是，當你取得壞數據，

it also costs you a lot more,

你付出的代價還更高，

because we have health disparities,

因為我們有健康差距，

and we have social determinants of health,

我們有健康的社會決定因素，

and we have the infant mortality,

我們有嬰兒死亡率，

all of which depends on the data that we collect,

這些都要仰賴我們收集的資料，

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

如果我們取得壞數據， 我們就仍然有那些議題。

And we have underprivileged populations

那些弱勢族群的人口，

that remain unfortunate and underprivileged,

就一直無法翻轉貧困的不幸命運，

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

因為我們使用的資料 若不是過時的，

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

就是無效的，再不然 就是什麼資料也沒蒐集到。

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

如果像瑪格麗特小姐這樣的人

and the customer-service representative at the wiring place

及匯款的客服人員，

were graced to collect data with compassionate care?

能帶著仁慈的關懷來優雅地 收集資料，不是很好嗎？

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

能讓我解釋我所謂的 「優雅（GRACED）」嗎？

I wrote an acrostic poem.

我寫了首藏頭詩 （將想表達的意思藏於行首字母）。

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

G：讓櫃檯接待專員參與並知悉

R: the Relevance of their role as they become

R：他們職務角色所具的攸關性

A: Accountable for the accuracy of data while implementing

A：在執行時要為資料的精確性負責

C: Compassionate care within all encounters by becoming

C：與人的互動中帶著仁慈的關懷，

E: Equipped with the education needed to inform people

E：具備所需的知識來告知人們為何

of why data collection is so important.

D：資料的收集是如此重要。

(Applause)

（掌聲）

Now, I'm an artist.

我是藝術家。

And so what happens with me

我的狀況是

is that when I create something artistically,

當我創作出有藝術性的作品時，

the trainer in me is awakened as well.

我內在的訓練官也被喚醒。

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

所以我開始將藏頭詩 發展成完整的培訓計畫，

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

叫做「我很優雅（GRACED）」。

Because I remember, being the front-desk specialist,

因為我記得身為櫃檯接待專員時，

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

當我去平權辦事處開始工作，

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

我心想：「那就是為何他們需要 我們去問那個問題的理由嗎？」

It all became a bright light to me,

我才豁然開朗，

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

我了解到，我問人們 且我告訴人們——

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

我稱呼他們時用錯了性別， 我稱呼他們時用錯了種族，

I called them by the wrong ethnicity,

我稱呼他們時用錯了人種，

and the environment became hostile,

便會處在充滿敵意的氛圍中，

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

因為我的不優雅，使人們感到被冒犯 而我則覺得挫折沮喪。

I remember my computerized training,

我記得我的電腦化訓練，

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

不幸的是，那訓練並沒有 使我有能力讓緊繃的情況逐漸緩和。

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

那訓練無法在我提問遇到困難時，

about asking the questions.

指引我找出解決的方法。

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

我會看著電腦，說：「當這狀況 發生時，我要怎麼做？」

And the computer would say ...

而電腦會……

nothing, because a computer cannot talk back to you.

什麼都不說，因為 電腦不會回你的話。

(Laughter)

（笑聲）

So that's the importance of having someone there

所以，有個受過訓練、能夠教你

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

並指導你如何隨機應變的人，

in situations like that.

是很重要的。

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

所以，當我在做 「我很優雅」的訓練課程時，

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

我用的是我腦中的經驗，

but also that conviction that I had in mind.

還有我腦中的信念。

Because I wanted the instructional design of it

因為我希望它的教學設計

to be a safe space for open dialogue for people.

是個可讓大家坦誠對話的安全空間。

I wanted to talk about biases,

我想要談論偏見，

the unconscious ones and the conscious ones,

無意識的偏見和有意識的偏見，

and what we do.

及我們該如何做。

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

因為現在我知道， 讓大家知道「為什麼」，

it challenges their perspective, and it changes their attitudes.

可以挑戰他們的觀點， 並改變他們的態度。

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

現在我知道我們在櫃台取得的資料，

translates into research that eliminates disparities and finds cures.

會轉變為研究數據 用以消除差異並找到對策。

Now I know that teaching people transitional change

現在我知道，用教導的方式來協助 員工完成過渡期的改變，

instead of shocking them into change

而非使用突如其來、 讓人措手不及的激進式改變，

is always a better way of implementing change.

才是執行變革能夠成功的良方。

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

現在我知道， 當人們被訓練有素的工作人員

when they are treated with respect by knowledgeable staff members.

以尊重的態度來對待時， 較有可能吐露自己的資料。

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

現在我知道你不需要是統計學家，

to understand the power and the purpose of data,

也能了解資料的力量和目的，

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

但你一定要帶著尊重 與仁慈的關懷來待人。

Now I know that when you've been graced,

現在我知道，當你能很優雅時，

it is your responsibility to empower somebody else.

你就有責任要讓其他人也能夠如此。

But most importantly, now I know

但最重要的是，現在我知道，

that when teaching human beings

若要教導

to communicate with other human beings,

人與人之間如何溝通，

it should be delivered by a human being.

這件事應該要由人類來做。

(Applause)

（掌聲）

So when y'all go to work

所以，當你們去工作，

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

且安排了那「改變一切」的會議——

(Laughter)

（笑聲）

remember Miss Margaret.

別忘了瑪格麗特小姐。

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

也別忘了食物、食物、食物、食物。

Thank you.

謝謝。

(Applause) (Cheers)

（掌聲）（歡呼）

Thank you.

謝謝。

(Applause)

（掌聲）