ABOUT THE SPEAKER
Tamekia MizLadi Smith - Performer, mentor
Tamekia 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.

More profile about the speaker
Tamekia MizLadi Smith | Speaker | TED.com
TED2018

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

Tamekia MizLadi Smith: Kako usposobiti zaposlene za težke pogovore

Filmed:
2,028,253 views

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.
- Performer, mentor
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 livev živo in a worldsvet
where the collectionzbirka of datapodatkov
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Živimo v svetu, kjer se podatki
00:15
is happeningdogaja 24 hoursure a day,
sevensedem daysdnevi a weekteden,
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zbirajo 24 ur na dan, sedem dni na teden,
00:17
365 daysdnevi a yearleto.
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365 dni na leto.
00:20
This datapodatkov is usuallyobičajno collectedzbrani by
what we call a front-deskSprednja miza specialistspecialist now.
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Te podatke ponavadi zbirajo
tako imenovani sprejemni specialisti.
00:25
These are the retailmaloprodaja clerksuradniki
at your favoritenajljubši departmentoddelek storestrgovine,
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To so trgovci v vaših
najljubših veleblagovnicah,
00:28
the cashiersBlagajnikov at the grocerytrgovina z živili storestrgovine,
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blagajničarji v supermarketih,
00:30
the registrationregistracije specialistsstrokovnjaki
at the hospitalbolnišnica
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vpisni uradniki v bolnišnicah
00:33
and even the personoseba that soldprodano you
your last moviefilm ticketvozovnico.
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in celo ljudje, ki so vam
prodali vašo zadnjo vstopnico za kino.
00:36
They askvprašajte discreetdiskreten questionsvprašanja, like:
"MayMaja I please have your zipzip codeKoda?"
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Zastavljajo vam diskretna vprašanja, npr.:
"Mi prosim poveste svojo poštno številko?"
00:40
Or, "Would you like to use
your savingsprihranki cardkartica todaydanes?"
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ali pa "Bi danes radi uporabili
svojo kartico popustov?"
00:44
All of whichki givesdaje us datapodatkov.
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Vse to nam daje podatke.
00:46
HoweverVendar, the conversationpogovor
becomespostane a little bitbit more complexkompleksno
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A pogovor postane malo
bolj kompleksen,
00:51
when the more difficulttežko questionsvprašanja
need to be askedvprašal.
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ko je treba zastaviti težja vprašanja.
00:54
Let me tell you a storyzgodba, see.
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Naj vam povem zgodbo.
00:56
OnceEnkrat uponna a time, there was
a womanženska namedimenovan MissMiss MargaretMargaret.
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Nekoč je živela ženska
po imenu gdč. Margaret.
00:59
MissMiss MargaretMargaret had been
a front-deskSprednja miza specialistspecialist
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Gdč. Margaret je bila
sprejemna specialistka
01:01
for almostskoraj 20 yearslet.
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skoraj 20 let.
01:03
And in all that time, she has never,
and I do mean never,
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In v tem času ni nikoli, mislim, nikoli
01:07
had to askvprašajte a patientbolnik theirnjihovi genderspol,
racedirka or ethnicityetnična pripadnost.
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morala vprašati pacienta
po spolu, rasi ali etničnosti.
01:10
Because, see, now MissMiss MargaretMargaret
has the abilitysposobnost to just look at you.
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Ker, vidite, gdč. Margaret ima
sposobnost, da te samo pogleda.
01:14
Uh-huhAha.
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Aha.
01:15
And she can tell
if you are a boyfant or a girlpunca,
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In lahko pove, če si fant ali dekle,
01:18
blackčrna or whitebela, AmericanAmeriški or non-Americanneameriški.
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črn ali bel, Američan ali ne.
01:21
And in her mindum,
those were the only categorieskategorije.
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Kar se nje tiče, so to edine kategorije.
01:24
So imaginezamislite that gravegrob day,
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Zdaj pa si predstavljajte strašni dan,
01:26
when her sassySassy supervisornadzornik invitedpovabljeni her
to this "changesprememba everything" meetingsrečanje
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ko jo je njena predrzna nadzornica
povabila na sestanek 'velikih sprememb'
01:31
and told her that would have to askvprašajte
eachvsak and everyvsak last one of her patientsbolnikov
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in ji povedala, da bo morala vse
paciente prositi,
01:35
to self-identifysamo-identifikacijo.
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da se sami identificirajo.
01:36
She gavedala her sixšest gendersspolov,
eightosem racesdirke and over 100 ethnicitiesnarodnosti.
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Dala ji je šest spolov, osem
ras in več kot 100 etničnih skupin.
01:41
Well, now, MissMiss MargaretMargaret was appalledužaljen.
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No, gdč. Margaret je bila zaprepaščena.
01:44
I mean, highlyvisoko offendedužaljeni.
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Mislim, hudo užaljena.
01:45
So much so that she marchedkorakali down
to that human-resourcečloveških virov departmentoddelek
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Tako zelo, da je odšla v kadrovsko službo,
01:48
to see if she was eligibleupravičenih
for an earlyzgodaj retirementupokojitev.
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da bi videla, če bi
se lahko predčasno upokojila.
01:51
And she endedkončal her rantRant by sayinggovoriti
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In svojo tirado je končala z besedami,
01:53
that her sassySassy supervisornadzornik invitedpovabljeni her
to this "changesprememba everything" meetingsrečanje
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da jo je njena predrzna
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
bringprinesi, bringprinesi foodhrano, foodhrano, foodhrano, foodhrano.
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prinesla, prinesla hrane,
hrane, hrane, hrane.
02:03
(LaughterSmeh)
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(smeh)
02:04
(ApplauseAplavz) (CheersŽivjo)
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(aplavz) (vzkliki)
02:10
You know you've got to bringprinesi foodhrano
to these meetingssrečanja.
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Veste, da morate na take
sestanke prinesti hrano.
02:13
(LaughterSmeh)
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(smeh)
02:15
AnywayKakorkoli že.
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Kakor koli že.
02:16
(LaughterSmeh)
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(smeh)
02:18
Now, that was an exampleprimer
of a healthcareskrb za zdravje settingnastavitev,
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To je bil primer zdravstvene ustanove,
02:21
but of courseseveda, all businessespodjetja
collectzbiranje some formobrazec of datapodatkov.
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a seveda vsa podjetja
zbirajo neke vrste podatkov.
02:24
TrueRes storyzgodba: I was going
to wirežica some moneydenar.
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Resnična zgodba: hotela sem
nakazati nekaj denarja.
02:28
And the customerstranka servicestoritev
representativepredstavnik askedvprašal me
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Predstavnica za stranke me je
vprašala,
02:30
if I was bornRojen in the UnitedVelika StatesDržave.
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če sem se rodila v ZDA.
02:33
Now, I hesitatedobotavljal to answerodgovor her questionvprašanje,
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Malo sem oklevala
02:35
and before she even realizedrealiziran
why I hesitatedobotavljal,
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in preden se je zavedla,
zakaj sem oklevala,
02:38
she beganzačel to throwmetati the companypodjetje
she workeddelal for underSpodaj the busavtobus.
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je začela kriviti podjetje,
za katerega je delala.
02:42
She said, "Girldekle, I know it's stupidneumno,
but they makin'Silili us askvprašajte this questionvprašanje."
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Rekla je: "Punca, vem, da je neumno,
a silijo nas, da to sprašujemo."
02:47
(LaughterSmeh)
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(smeh)
02:48
Because of the way she presentedpredstavljeno it to me,
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Zaradi načina, kako mi je
to prikazala,
02:50
I was like, "Girldekle, why?
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sem rekla: "Zakaj, punca?
02:52
Why they makin'Silili you askvprašajte this questionvprašanje?
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Zakaj vas silijo, da to sprašujete?
02:54
Is they deportin'deportin ' people?"
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Ali deportirajo ljudi?"
02:56
(LaughterSmeh)
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(smeh)
02:58
But then I had to turnobrat on
the other sidestran of me,
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Potem pa sem vklopila
svojo drugo polovico,
03:01
the more professionalstrokovno
speaker-poetgovornik-pesnik sidestran of me.
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bolj profesionalno,
govorniško poetično plat sebe.
03:04
The one that understoodrazumel that there were
little MissMiss MargaretsMargarets all over the placemesto.
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Tisto, ki razume, da so
male gdč. Margaret vsepovsod.
03:08
People who were good people,
maybe even good employeeszaposleni,
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Dobri ljudje,
mogoče celo dobri delavci,
03:11
but lackedmanjkalo the abilitysposobnost
to askvprašajte theirnjihovi questionsvprašanja properlypravilno
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ki jim manjka sposobnosti,
da ustrezno zastavijo vprašanja,
03:14
and unfortunatelyna žalost, that madeizdelane her look badslab,
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in to jo je postavilo v slabo luč.
03:16
but the worstnajhujše, that madeizdelane
the businessposlovanje look even worseslabše
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Najhuje pa je, da je zato
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 ideaideja who I was.
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Ker ni imela pojma, kdo sem.
03:24
I mean, I literallydobesedno could have been
a womanženska who was scheduledTabela to do a TEDTED Talk
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Mislim, dobesedno bi lahko bila
ženska, pred katero je TED govor
03:27
and would use her as an exampleprimer.
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in bi jo lahko uporabila za primer.
03:29
ImaginePredstavljajte si that.
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Predstavljajte si to.
03:30
(ApplauseAplavz)
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(aplavz)
03:35
And unfortunatelyna žalost,
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Ljudje žal ne želijo odgovoriti
03:36
what happensse zgodi is people would declineupad
to answerodgovor the questionsvprašanja,
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na taka vprašanja,
ker imajo občutek, da boste
informacije uporabili,
03:39
because they feel like
you would use the informationinformacije
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da jih diskriminirate,
03:41
to discriminatediskriminacijo againstproti them,
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vse zaradi načina, kako
ste informacijo predstavili.
03:43
all because of how you presentedpredstavljeno
the informationinformacije.
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V takem trenutku dobimo slabe podatke.
03:45
And at that pointtočka, we get badslab datapodatkov.
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03:47
And everybodyvsi knowsve what badslab datapodatkov does.
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Vsi pa vemo, kaj naredijo slabi podatki.
03:49
Badslabo datapodatkov costsstroške you time,
it costsstroške you moneydenar
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Slabi podatki stanejo čas, stanejo denar
03:52
and it costsstroške you resourcesvirov.
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in stanejo vire.
03:54
UnfortunatelyNa žalost, when you have badslab datapodatkov,
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Na žalost slabi podatki
03:56
it alsotudi costsstroške you a lot more,
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stanejo še več,
04:00
because we have healthzdravje disparitiesRazlike,
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ker imamo razlike na področju zdravja
04:02
and we have socialsocialno determinantsDejavniki of healthzdravje,
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in imamo socialne dejavnike zdravja
04:04
and we have the infantdojenček mortalitysmrtnost,
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in imamo otroško umrljivost
04:06
all of whichki dependsodvisno
on the datapodatkov that we collectzbiranje,
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in vse to je odvisno od podatkov,
ki jih zberemo.
04:09
and if we have badslab datapodatkov,
than we have those issuesvprašanja still.
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Če imamo slabe podatke,
ti problemi še vedno obstajajo.
04:12
And we have underprivilegedRevne populationsprebivalstva
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In imamo depriviligirano populacijo,
04:14
that remainostanejo unfortunatenesrečni
and underprivilegedRevne,
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ki ostaja nesrečna in deprivilegirana,
04:17
because the datapodatkov that we're usinguporabo
is eitherbodisi outdatedzastarele,
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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.
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ali sploh ne dobri ali jih sploh nimamo.
Ali ne bi bilo čudovito, če bi
ljudem, kot je gdč. Margaret
04:24
Now, wouldn'tne bi it be amazingneverjetno
if people like MissMiss MargaretMargaret
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04:27
and the customer-servicestranka-storitev
representativepredstavnik at the wiringNapeljave placemesto
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in predstavniki za stranke,
04:30
were gracedGraced to collectzbiranje datapodatkov
with compassionatesočutja carenego?
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bilo dovoljeno zbirati
podatke s sočutnim pristopom?
04:35
Can I explainpojasnite to you
what I mean by "gracedGraced?"
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Vam lahko povem, kaj
mislim z izrazom, "dovoljeno"?
04:38
I wrotenapisal an acrosticakrostihom poempesem.
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Napisala sem pesem.
04:40
G: GettingPridobivanje the frontspredaj deskmiza specialistspecialist
involvedvključeni and lettingdajanje v najem them know
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Zaposliti sprejemnega specialista
in mu predočiti pomembnost
04:45
R: the RelevanceUstreznost of theirnjihovi rolevloga
as they becomepostane
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njegove vloge,
ko postane odgovoren za
04:49
A: AccountableOdgovoren for the accuracynatančnost
of datapodatkov while implementingizvajanje
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natančnost
podatkov, medtem ko izvaja
04:52
C: CompassionateSočutja carenego withinznotraj
all encounterssrečanja by becomingpostaja
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lep odnos z vsemi, ki jih sreča,
04:56
E: EquippedOpremljena with the educationizobraževanje
neededpotrebno to informobvesti people
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opremljen z znanjem,
da lahko informira ljudi,
05:00
of why datapodatkov collectionzbirka is so importantpomembno.
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zakaj je zbiranje podatkov
tako pomembno.
05:04
(ApplauseAplavz)
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(aplavz)
05:07
Now, I'm an artistumetnik.
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Umetnica sem.
05:09
And so what happensse zgodi with me
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Kar se mi dogaja,
05:11
is that when I createustvarite
something artisticallyUmetniško,
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je, da ko ustvarim nekaj umetniškega,
se v meni prebudi tudi
vodja usposabljanja.
05:13
the trainertrener in me is awakenedPrebudil as well.
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05:15
So what I did was, I beganzačel to developrazviti
that acrosticakrostihom poempesem into a fullpolno trainingusposabljanje
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Zato sem začela razvijati
to pesem v popolno usposabljanje,
05:19
entitledupravičen "I'm G.R.A.C.E.D."
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imenovano "I am G.R.A.C.E.D.
(Dovoljeno mi je.)"
05:20
Because I rememberZapomni si,
beingbiti the front-deskSprednja miza specialistspecialist,
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Spomnim se namreč,
ko sem bila še sprejemna specialistka
05:23
and when I wentšla to the officeurad
of equitylastniškega kapitala to startZačni workingdelo,
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in sem šla delat v pisarno za
pravičnost na področju zdravja.
05:26
I was like, "Is that why they askedvprašal us
to askvprašajte that questionvprašanje?"
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Mislila sem si: "Ali nas zato silijo, da
sprašujemo ta vprašanja?"
05:30
It all becamepostati a brightsvetlo lightsvetloba to me,
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Vse mi je postalo jasno
05:31
and I realizedrealiziran that I askedvprašal people
and I told people about --
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in zavedla sem se, da sem
spraševala ljudi in jim govorila,
05:35
I calledpozval them by the wrongnarobe genderspol,
I calledpozval them by the wrongnarobe racedirka,
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jih imenovala z napačnim spolom
ali napačno raso,
05:38
I calledpozval them by the wrongnarobe ethnicityetnična pripadnost,
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jih klicala z napačno etnično skupino
05:40
and the environmentokolje becamepostati hostilesovražno,
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in okolje je postalo sovražno.
05:42
people was offendedužaljeni and I was frustratedrazočaran
because I was not gracedGraced.
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Ljudje so bili užaljeni in jaz
zafrustrirana, ker nisem znala olepševati.
05:46
I rememberZapomni si my computerizedračunalniško podprta trainingusposabljanje,
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Spomnim se svojega računalniškega
usposabljanja,
05:49
and unfortunatelyna žalost, that trainingusposabljanje did not
preparePripravimo me to deescalatedeescalate a situationsituacija.
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ki me žal ni pripravilo
za reševanje zaostrenih situacij.
05:55
It did not preparePripravimo me to have
teachableTeachable momentstrenutke when I had questionsvprašanja
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Ni me pripravilo na učne trenutke,
ko sem imela vprašanja
05:58
about askingsprašujem the questionsvprašanja.
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o zastavljanju vprašanj.
06:00
I would look at the computerračunalnik and say,
"So, what do I do when this happensse zgodi?"
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Pogledala sem v računalnik in rekla:
"Kaj torej storim, ko se tole zgodi?"
06:03
And the computerračunalnik would say ...
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In računalnik je rekel ...
06:05
nothing, because a computerračunalnik
cannotne morem talk back to you.
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nič, ker se računalnik
ne zna pogovarjati s teboj.
06:09
(LaughterSmeh)
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(smeh)
06:12
So that's the importancepomembnost
of havingimeti someonenekdo there
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Zato je tako pomembno,
da imaš nekoga,
06:14
who was trainedusposobljeni to teachučiti you
and tell you what you do
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ki je usposobljen, da te
nauči in ti pove, kaj storiti
06:17
in situationssituacije like that.
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v takih situacijah.
06:20
So, when I createdustvarjeno
the "I'm G.R.A.C.E.D" trainingusposabljanje,
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Ko sem torej ustvarila
usposabljanje "I am G.R.A.C.E.D.",
06:22
I createdustvarjeno it with that experienceizkušnje
that I had in mindum,
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sem ga ustvarila s to izkušnjo v mislih,
06:25
but alsotudi that convictionobsodbe
that I had in mindum.
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a tudi s prepričanjem, ki sem ga imela.
06:28
Because I wanted
the instructionalpoučevanja designoblikovanje of it
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Ker sem hotela, da bi
bila njegova navodila
06:30
to be a safevarno spaceprostor
for openodprto dialoguedialog for people.
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varna za odprt dialog z ljudmi.
06:33
I wanted to talk about biasespristranskosti,
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Želela sem govoriti o predsodkih,
06:35
the unconsciousnezavesten onestiste
and the consciouszavestno onestiste,
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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 engagesodelovati people in the why,
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Ker zdaj vem, da ko ljudi zapleteš
v pogovor o zakaj,
06:42
it challengesizzivi theirnjihovi perspectiveperspektive,
and it changesspremembe theirnjihovi attitudesodnosov.
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to izzove njihovo perspektivo
in spremeni njihov odnos.
06:46
Now I know that datapodatkov
that we have at the frontspredaj deskmiza
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Zdaj vem, da podatke,
ki jih imamo pri sprejemni mizi,
06:49
translatesprevaja into researchraziskave that eliminatesOdpravlja
disparitiesRazlike and findsnajdbe cureszdravi.
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pretvarjamo v raziskave,
ki eliminirajo neskladja in iščejo zdravila.
06:54
Now I know that teachingpoučevanje people
transitionalprehodno changesprememba
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Zdaj vem, da je ljudi
naučiti tranzicijskih sprememb,
06:58
insteadnamesto tega of shockingšokantno them into changesprememba
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namesto da bi jih šokirali v spremembo,
07:00
is always a better way
of implementingizvajanje changesprememba.
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vedno boljši način uvajanja spremembe.
07:04
See, now I know people are more likelyverjetno
to sharedeliti informationinformacije
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Veste, zdaj vem, da bodo
ljudje raje delili informacije,
07:07
when they are treatedzdravljeni with respectspoštovanje
by knowledgeabledobro vedeti staffosebje membersčlanov.
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če z njimi spoštljivo ravna
dobro podkovano osebje.
07:11
Now I know that you
don't have to be a statisticianstatistik
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Zdaj vem, da ni treba, da si statistik,
07:14
to understandrazumeti the powermoč
and the purposenamen of datapodatkov,
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da bi razumel moč in namen podatkov,
07:17
but you do have to treatzdravljenje people
with respectspoštovanje and have compassionatesočutja carenego.
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moraš pa z ljudmi spoštljivo
in sočutno ravnati.
07:21
Now I know that when you've been gracedGraced,
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Zdaj vem, da ko ti je dovoljeno,
07:24
it is your responsibilityodgovornost
to empowerpooblastiti somebodynekdo elsedrugače.
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postane tvoja odgovornost
dajati moč nekomu drugemu.
07:27
But mostnajbolj importantlypomembno, now I know
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Najpomembneje pa je, da zdaj vem,
07:30
that when teachingpoučevanje humančlovek beingsbitja
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da mora človeška bitja učiti
07:32
to communicatekomunicirajo with other humančlovek beingsbitja,
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komunicirati z drugimi človeškimi bitji
07:35
it should be delivereddostavljeno by a humančlovek beingbiti.
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človeško bitje.
07:40
(ApplauseAplavz)
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(aplavz)
07:46
So when y'ally'all go to work
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Ko boste šli na delo
07:48
and y'ally'all scheduleurnik that
"changesprememba everything" meetingsrečanje --
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in boste načrtovali tisti sestanek
'velikih sprememb' ...
07:52
(LaughterSmeh)
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(smeh)
07:53
rememberZapomni si MissMiss MargaretMargaret.
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se spomnite gdč. Margaret
07:55
And don't forgetpozabi the foodhrano, the foodhrano,
the foodhrano, the foodhrano.
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in ne pozabite hrane, hrane,
hrane, hrane.
08:00
Thank you.
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Hvala.
08:01
(ApplauseAplavz) (CheersŽivjo)
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(aplavz) (vzkliki)
08:06
Thank you.
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Hvala.
08:07
(ApplauseAplavz)
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(aplavz)
Translated by Polona Ramšak
Reviewed by Jonathan Rebetz

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ABOUT THE SPEAKER
Tamekia MizLadi Smith - Performer, mentor
Tamekia 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.

More profile about the speaker
Tamekia MizLadi Smith | Speaker | TED.com