TED2018
Tamekia MizLadi Smith: How to train employees to have difficult conversations
塔米基亚·米斯拉迪·史密斯: 如何训练员工进行有难度的交流
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塔米基亚·米斯拉迪·史密斯说，是时候在能帮助员工进行有难度的交流的面对面培训上投资了。在这个幽默又有带动性的演讲中，史密斯分享一个名为 ”我很得体” 的工作场合培训项目，该项目会启发老板和员工带着爱心和尊重与人沟通交流。底线是：永远要让员工知道为什么他们的工作很重要。
Tamekia MizLadi Smith - Performer, mentor
Tamekia MizLadi Smith wants to start new conversations around involving non-clinical staff in healthcare. Full bio
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 live in a world
where the collection of data
where the collection of data
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数据收集无时无刻不在我们生活的世界里发生
00:15
is happening 24 hours a day,
seven days a week,
seven days a week,
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一天24小时、一周7天、
00:17
365 days a year.
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一年365天从不不断。
00:20
This data is usually collected by
what we call a front-desk specialist now.
what we call a front-desk specialist now.
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这些数据通常由
现在所谓的“前台专员”收集。
现在所谓的“前台专员”收集。
他们中有你最爱光顾的
百货公司的零售店员、
百货公司的零售店员、
00:25
These are the retail clerks
at your favorite department stores,
at your favorite department stores,
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00:28
the cashiers at the grocery stores,
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杂货店的收银员、
医院的登记专员，
00:30
the registration specialists
at the hospital
at the hospital
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甚至还有
卖给你上一张电影票的售票员。
卖给你上一张电影票的售票员。
00:33
and even the person that sold you
your last movie ticket.
your last movie ticket.
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他们问一些简单的问题，像是：
“请问您的邮编是多少？“
“请问您的邮编是多少？“
00:36
They ask discreet questions, like:
"May I please have your zip code?"
"May I please have your zip code?"
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00:40
Or, "Would you like to use
your savings card today?"
your savings card today?"
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或是，
“您今天要用储蓄卡吗？”
“您今天要用储蓄卡吗？”
00:44
All of which gives us data.
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这些问题都会为我们提供数据。
00:46
However, the conversation
becomes a little bit more complex
becomes a little bit more complex
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但是，当需要问更难的问题时，
这类谈话也会变得稍复杂些。
00:51
when the more difficult questions
need to be asked.
need to be asked.
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00:54
Let me tell you a story, see.
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让我给你们讲个故事。
00:56
Once upon a time, there was
a woman named Miss Margaret.
a woman named Miss Margaret.
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从前，有一位女士，
名叫玛格丽特小姐。
名叫玛格丽特小姐。
00:59
Miss Margaret had been
a front-desk specialist
a front-desk specialist
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玛格丽特小姐当前台专员
已经快有20年了。
01:01
for almost 20 years.
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01:03
And in all that time, she has never,
and I do mean never,
and I do mean never,
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她工作时从不，我是说从不，
需要问患者性别、人种或民族。
01:07
had to ask a patient their gender,
race or ethnicity.
race or ethnicity.
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因为，玛格丽特小姐有
“一眼辨人”的能力。
“一眼辨人”的能力。
01:10
Because, see, now Miss Margaret
has the ability to just look at you.
has the ability to just look at you.
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01:14
Uh-huh.
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啊哈。
只要看你一眼，
就知道你是男孩还是女孩，
就知道你是男孩还是女孩，
01:15
And she can tell
if you are a boy or a girl,
if you are a boy or a girl,
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黑人还是白人，
美国人还是非美国人。
美国人还是非美国人。
01:18
black or white, American or non-American.
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她头脑中的分类只有这些。
01:21
And in her mind,
those were the only categories.
those were the only categories.
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01:24
So imagine that grave day,
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所以想象下那个沉重的日子，
01:26
when her sassy supervisor invited her
to this "change everything" meeting
to this "change everything" meeting
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那天她的粗鲁主管
请她参加一个“改变一切”会议，
请她参加一个“改变一切”会议，
01:31
and told her that would have to ask
each and every last one of her patients
each and every last one of her patients
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并告诉她以后必须要求每个患者
进行自我分类识别。
01:35
to self-identify.
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01:36
She gave her six genders,
eight races and over 100 ethnicities.
eight races and over 100 ethnicities.
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主管给她6种性别、8种人种、
超过100种种族的分类。
超过100种种族的分类。
好吧，
这下玛格丽特小姐目瞪口呆。
这下玛格丽特小姐目瞪口呆。
01:41
Well, now, Miss Margaret was appalled.
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01:44
I mean, highly offended.
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我是说，她火冒三丈，
01:45
So much so that she marched down
to that human-resource department
to that human-resource department
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气得她一头冲进人力资源部
询问自己是否有资格早点退休。
01:48
to see if she was eligible
for an early retirement.
for an early retirement.
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01:51
And she ended her rant by saying
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她叫嚷着抱怨着，
最后，她说了一句，
最后，她说了一句，
她的粗鲁主管邀请她参加
这个“改变一切”会议，
这个“改变一切”会议，
01:53
that her sassy supervisor invited her
to this "change everything" meeting
to this "change everything" meeting
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却、却没、没有
01:58
and didn't, didn't, even, even
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带、带食、食物。
02:00
bring, bring food, food, food, food.
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（笑声）
02:03
(Laughter)
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02:04
(Applause) (Cheers)
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（鼓掌）（欢呼）
02:10
You know you've got to bring food
to these meetings.
to these meetings.
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你们知道，这些会议能不带食物嘛。
（笑声）
02:13
(Laughter)
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不管怎么说都得带。
02:15
Anyway.
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02:16
(Laughter)
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（笑声）
02:18
Now, that was an example
of a healthcare setting,
of a healthcare setting,
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刚说的是一个医疗背景下的例子，
02:21
but of course, all businesses
collect some form of data.
collect some form of data.
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不过很显然，所有行业
都会收集一些类型的数据。
都会收集一些类型的数据。
一次真实经历：我曾经想汇些钱。
02:24
True story: I was going
to wire some money.
to wire some money.
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然后客服代表就问我
02:28
And the customer service
representative asked me
representative asked me
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是否在美国出生。
02:30
if I was born in the United States.
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02:33
Now, I hesitated to answer her question,
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我正犹豫着要不要回答，
02:35
and before she even realized
why I hesitated,
why I hesitated,
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在她甚至还没搞懂我为何犹豫之前，
02:38
she began to throw the company
she worked for under the bus.
she worked for under the bus.
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她又开始拉自己的公司来背黑锅。
她说，“姑娘，我知道这问题很傻，
但是他们非叫我们问。“
但是他们非叫我们问。“
02:42
She said, "Girl, I know it's stupid,
but they makin' us ask this question."
but they makin' us ask this question."
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02:47
(Laughter)
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（笑声）
02:48
Because of the way she presented it to me,
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正因为她的反应，
于是我反问她，
“姑娘，为什么？
“姑娘，为什么？
02:50
I was like, "Girl, why?
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02:52
Why they makin' you ask this question?
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为什么他们让你问这个问题？
02:54
Is they deportin' people?"
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他们要赶人出境吗？“
02:56
(Laughter)
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（笑声）
但是接下来我得表现出
自己的另一面，
自己的另一面，
02:58
But then I had to turn on
the other side of me,
the other side of me,
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03:01
the more professional
speaker-poet side of me.
speaker-poet side of me.
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更专业的演说家-诗人的一面。
03:04
The one that understood that there were
little Miss Margarets all over the place.
little Miss Margarets all over the place.
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我知道哪里都有玛格丽特小姐。
他们是好人，甚至也可能是好员工，
03:08
People who were good people,
maybe even good employees,
maybe even good employees,
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03:11
but lacked the ability
to ask their questions properly
to ask their questions properly
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但是不会得体地向别人
提问自己的问题，
提问自己的问题，
03:14
and unfortunately, that made her look bad,
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不幸的是，
那让她看起来很不专业，
那让她看起来很不专业，
03:16
but the worst, that made
the business look even worse
the business look even worse
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最坏的是，
那让她的公司看起来
那让她的公司看起来
比她的“不专业”还糟糕。
03:20
than how she was looking.
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03:22
Because she had no idea who I was.
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因为她不知道我是谁。
03:24
I mean, I literally could have been
a woman who was scheduled to do a TED Talk
a woman who was scheduled to do a TED Talk
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我的意思是，
我可能是一个被指定做TED演讲、
我可能是一个被指定做TED演讲、
并且会拿她当例子的女人。
03:27
and would use her as an example.
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想象一下。
03:29
Imagine that.
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03:30
(Applause)
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（鼓掌）
03:35
And unfortunately,
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不幸的是，
人们可能会拒绝回答这些问题，
03:36
what happens is people would decline
to answer the questions,
to answer the questions,
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因为他们觉得你会利用这些信息
03:39
because they feel like
you would use the information
you would use the information
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歧视他们，
03:41
to discriminate against them,
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都是因为你表达信息的方式不当。
03:43
all because of how you presented
the information.
the information.
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在那一点上，我们得到了坏数据。
03:45
And at that point, we get bad data.
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人人都知道坏数据有哪些危害。
03:47
And everybody knows what bad data does.
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03:49
Bad data costs you time,
it costs you money
it costs you money
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坏数据浪费你的时间、金钱，
03:52
and it costs you resources.
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浪费你的资源。
03:54
Unfortunately, when you have bad data,
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不幸的是，如果你有坏数据，
你还会因此损失更多。
03:56
it also costs you a lot more,
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04:00
because we have health disparities,
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因为我们有健康差距、
04:02
and we have social determinants of health,
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健康的社会决定因素、
04:04
and we have the infant mortality,
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婴儿死亡率，
04:06
all of which depends
on the data that we collect,
on the data that we collect,
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所有这些都取决于我们收集的数据，
04:09
and if we have bad data,
than we have those issues still.
than we have those issues still.
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如果我们有坏数据，
那么这些问题仍会存在。
那么这些问题仍会存在。
04:12
And we have underprivileged populations
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那些弱势群体
仍然在不幸和贫困中挣扎。
04:14
that remain unfortunate
and underprivileged,
and underprivileged,
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因为我们正在用的数据
要么就是过时，
要么就是过时，
04:17
because the data that we're using
is either outdated,
is either outdated,
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要么就是不够优质，
要么就是手头没有任何数据。
要么就是手头没有任何数据。
04:21
or is not good at all
or we don't have anything at all.
or we don't have anything at all.
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04:24
Now, wouldn't it be amazing
if people like Miss Margaret
if people like Miss Margaret
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现在，如果那些像玛格丽特小姐
04:27
and the customer-service
representative at the wiring place
representative at the wiring place
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或者电汇处的客服代表一样的人
能带着爱心得体的收据数据，
这样不是很棒吗？
这样不是很棒吗？
04:30
were graced to collect data
with compassionate care?
with compassionate care?
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04:35
Can I explain to you
what I mean by "graced?"
what I mean by "graced?"
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请允许我给大家解释下
什么叫“得体” （graced）。
什么叫“得体” （graced）。
04:38
I wrote an acrostic poem.
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我写了一首藏头诗。
04:40
G: Getting the front desk specialist
involved and letting them know
involved and letting them know
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G：让前台专员参与并知晓
04:45
R: the Relevance of their role
as they become
as they become
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R：他们扮演的角色的重要性
04:49
A: Accountable for the accuracy
of data while implementing
of data while implementing
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A: 为数据的准确性负责
04:52
C: Compassionate care within
all encounters by becoming
all encounters by becoming
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C: 每次与人接触都施以爱心
E: 具备所需知识以告知人们
04:56
E: Equipped with the education
needed to inform people
needed to inform people
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05:00
of why data collection is so important.
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D: 为何数据收集如此重要。
05:04
(Applause)
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（鼓掌）
我是一名艺术家。
05:07
Now, I'm an artist.
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05:09
And so what happens with me
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所以在我身上发生的
05:11
is that when I create
something artistically,
something artistically,
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就是当我进行艺术创作时，
05:13
the trainer in me is awakened as well.
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内心中隐藏的培训师也被唤醒。
05:15
So what I did was, I began to develop
that acrostic poem into a full training
that acrostic poem into a full training
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所以我做的就是，
把藏头诗发展为一项全面的培训，
把藏头诗发展为一项全面的培训，
05:19
entitled "I'm G.R.A.C.E.D."
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名叫 “我很得体”（G.R.A.C.E.D.）
05:20
Because I remember,
being the front-desk specialist,
being the front-desk specialist,
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因为我还记得自己做前台专员时，
05:23
and when I went to the office
of equity to start working,
of equity to start working,
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当时我去一家股票公司开始上班。
05:26
I was like, "Is that why they asked us
to ask that question?"
to ask that question?"
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我心想，“那就是为什么
他们叫我们去问那个问题吗？”
他们叫我们去问那个问题吗？”
05:30
It all became a bright light to me,
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我忽然豁然开朗，
我意识到我询问客户、
我跟客户交谈时——
我跟客户交谈时——
05:31
and I realized that I asked people
and I told people about --
and I told people about --
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我弄错了他们的性别、人种，
05:35
I called them by the wrong gender,
I called them by the wrong race,
I called them by the wrong race,
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弄错了他们的民族，
05:38
I called them by the wrong ethnicity,
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05:40
and the environment became hostile,
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于是谈话氛围变得不友好，
05:42
people was offended and I was frustrated
because I was not graced.
because I was not graced.
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客户被惹恼，而我也很沮丧，
因为我没有表现出得体。
因为我没有表现出得体。
我还记得我参加的电脑化培训，
05:46
I remember my computerized training,
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05:49
and unfortunately, that training did not
prepare me to deescalate a situation.
prepare me to deescalate a situation.
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不幸的是，
那次培训并没教会我缓和紧张场面。
那次培训并没教会我缓和紧张场面。
也没能在我对提问存在疑惑时，
05:55
It did not prepare me to have
teachable moments when I had questions
teachable moments when I had questions
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提供我值得学习的内容。
05:58
about asking the questions.
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06:00
I would look at the computer and say,
"So, what do I do when this happens?"
"So, what do I do when this happens?"
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我会对着电脑提问，
“那么，这种情况下我怎么做？”
“那么，这种情况下我怎么做？”
电脑会……
06:03
And the computer would say ...
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06:05
nothing, because a computer
cannot talk back to you.
cannot talk back to you.
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沉默，因为电脑没法回你话。
06:09
(Laughter)
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（笑声）
所以这是由某个受训过的人来教你、
06:12
So that's the importance
of having someone there
of having someone there
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06:14
who was trained to teach you
and tell you what you do
and tell you what you do
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告诉你在类似情况下该做什么的
06:17
in situations like that.
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重要性所在。
06:20
So, when I created
the "I'm G.R.A.C.E.D" training,
the "I'm G.R.A.C.E.D" training,
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所以，
当我设计“我很得体”培训时，
当我设计“我很得体”培训时，
06:22
I created it with that experience
that I had in mind,
that I had in mind,
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我结合了自己的经历，
06:25
but also that conviction
that I had in mind.
that I had in mind.
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也融入了自己的信念。
因为我希望它的教学设计
06:28
Because I wanted
the instructional design of it
the instructional design of it
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06:30
to be a safe space
for open dialogue for people.
for open dialogue for people.
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是创造一个
人们可以坦诚对话的安全场所。
人们可以坦诚对话的安全场所。
06:33
I wanted to talk about biases,
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我想谈一下偏见，
06:35
the unconscious ones
and the conscious ones,
and the conscious ones,
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无意识的和有意识的偏见，
06:37
and what we do.
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还想谈下我们所做的。
06:38
Because now I know
that when you engage people in the why,
that when you engage people in the why,
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因为现在我知道，
当你问别人为什么时，
当你问别人为什么时，
是在挑战他们的观点、态度。
06:42
it challenges their perspective,
and it changes their attitudes.
and it changes their attitudes.
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06:46
Now I know that data
that we have at the front desk
that we have at the front desk
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现在我知道，
前台收集到的数据
前台收集到的数据
06:49
translates into research that eliminates
disparities and finds cures.
disparities and finds cures.
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会转变成研究数据，
用以消除差异、找到解决方法。
用以消除差异、找到解决方法。
现在我知道，
教人循序渐进的改变，
教人循序渐进的改变，
06:54
Now I know that teaching people
transitional change
transitional change
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06:58
instead of shocking them into change
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而不是毫无征兆的
强迫他们突然改变
强迫他们突然改变
07:00
is always a better way
of implementing change.
of implementing change.
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始终是实施变革的一种上策。
07:04
See, now I know people are more likely
to share information
to share information
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看吧，现在我知道，
人们更愿意分享信息
人们更愿意分享信息
07:07
when they are treated with respect
by knowledgeable staff members.
by knowledgeable staff members.
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只要当他们受到尊重，
被训练有素的工作人员以礼相待
被训练有素的工作人员以礼相待
07:11
Now I know that you
don't have to be a statistician
don't have to be a statistician
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现在我知道，
你不必成为统计学家，
你不必成为统计学家，
07:14
to understand the power
and the purpose of data,
and the purpose of data,
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也能了解数据的力量和作用，
07:17
but you do have to treat people
with respect and have compassionate care.
with respect and have compassionate care.
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但是你得用尊重和爱心来对待他人。
07:21
Now I know that when you've been graced,
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现在我知道，
如果你已经很得体，
如果你已经很得体，
07:24
it is your responsibility
to empower somebody else.
to empower somebody else.
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你有责任去教会别人也这样得体。
但是最重要的是，
现在我知道，
现在我知道，
07:27
But most importantly, now I know
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07:30
that when teaching human beings
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教导人与人之间
07:32
to communicate with other human beings,
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互相沟通交流，
07:35
it should be delivered by a human being.
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应该是由一个“人”来完成。
07:40
(Applause)
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（鼓掌）
所以如果你们去上班时，
07:46
So when y'all go to work
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07:48
and y'all schedule that
"change everything" meeting --
"change everything" meeting --
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也被安排了一个
“改变一切”会议——
“改变一切”会议——
07:52
(Laughter)
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（笑声）
07:53
remember Miss Margaret.
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别忘了玛格丽特小姐。
07:55
And don't forget the food, the food,
the food, the food.
the food, the food.
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别忘了食物、食物、食物。
08:00
Thank you.
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谢谢。
08:01
(Applause) (Cheers)
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（鼓掌）（欢呼）
08:06
Thank you.
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谢谢。
08:07
(Applause)
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（鼓掌）
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