TED2018
Tamekia MizLadi Smith: How to train employees to have difficult conversations
塔美基亞．米茲拉迪．史密斯: 如何訓練員工執行具難度的溝通
Filmed:
Readability: 3.9
2,028,253 views
塔美基亞．米茲拉迪．史密斯說，該是投資員工執行具難度溝通的面對面訓練課程的時候了。在這場機智、發人深省的演說中，史密斯分享了一個工作場所的訓練計畫，叫做「我很優雅」，這個計畫能協助老闆和員工帶著仁慈和尊重去做溝通。基本要求：一定要讓大家知道為什麼他們的工作很重要。
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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在我們所居住的世界，
資料的收集從沒停止過，
資料的收集從沒停止過，
00:15
is happening 24 hours a day,
seven days a week,
seven days a week,
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一天二十四小時，一週七天，
00:17
365 days a year.
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一年三百六十五天。
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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收集的資料通常都是由
所謂的櫃檯接待專員來負責。
所謂的櫃檯接待專員來負責。
00:25
These are the retail clerks
at your favorite department stores,
at your favorite department stores,
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這些人包括你最愛的
百貨公司零售店員、
百貨公司零售店員、
00:28
the cashiers at the grocery stores,
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雜貨店的收銀員、
00:30
the registration specialists
at the hospital
at the hospital
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醫院的掛號人員，
00:33
and even the person that sold you
your last movie ticket.
your last movie ticket.
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甚至是上次你去看電影時
賣票給你的人。
賣票給你的人。
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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他們小心翼翼地詢問，比如：
「能不能給我您的郵遞區號？」
「能不能給我您的郵遞區號？」
00:40
Or, "Would you like to use
your savings card today?"
your savings card today?"
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或「您今天是要用金融卡嗎？」
00:44
All of which gives us data.
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這些問題都能提供我們所需的資料。
00:46
However, the conversation
becomes a little bit more complex
becomes a little bit more complex
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然而，當詢問的問題更具難度時，
00:51
when the more difficult questions
need to be asked.
need to be asked.
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溝通就會變得更複雜了。
00:54
Let me tell you a story, see.
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讓我跟各位說個故事。
00:56
Once upon a time, there was
a woman named Miss Margaret.
a woman named Miss Margaret.
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很久很久以前，有位
名叫瑪格麗特小姐的女士。
名叫瑪格麗特小姐的女士。
00:59
Miss Margaret had been
a front-desk specialist
a front-desk specialist
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瑪格麗特小姐擔任櫃檯接待專員
01:01
for almost 20 years.
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近二十年的時間。
01:03
And in all that time, she has never,
and I do mean never,
and I do mean never,
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在那段期間，她從來
不需要問病人的性別、
不需要問病人的性別、
01:07
had to ask a patient their gender,
race or ethnicity.
race or ethnicity.
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種族或族群，真的從來不需要。
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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因為，瑪格麗特小姐
有能力只要看著你。
有能力只要看著你。
01:14
Uh-huh.
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嗯哼。
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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接著她就能分辨
你是男生還是女生、
你是男生還是女生、
01:18
black or white, American or non-American.
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黑人還是白人、
美國人還是非美國人。
美國人還是非美國人。
01:21
And in her mind,
those were the only categories.
those were the only categories.
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在她的腦中也只有這些類別。
01:24
So imagine that grave day,
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所以，想像在某個陰霾的日子裡，
01:26
when her sassy supervisor invited her
to this "change everything" meeting
to this "change everything" meeting
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她無禮的主管邀請她參加
名為「改變一切」的會議，
名為「改變一切」的會議，
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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並告訴她必須要求每一個病人
01:35
to self-identify.
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表明自我認同與身份。
01:36
She gave her six genders,
eight races and over 100 ethnicities.
eight races and over 100 ethnicities.
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主管給了她六種性別、
八個種族和超過一百多個族群。
八個種族和超過一百多個族群。
01:41
Well, now, Miss Margaret was appalled.
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現在，換瑪格麗特小姐目瞪口呆了。
01:44
I mean, highly offended.
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我是說，她被嚴重地冒犯了。
01:45
So much so that she marched down
to that human-resource department
to that human-resource department
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嚴重到她走到人力資源部門
01:48
to see if she was eligible
for an early retirement.
for an early retirement.
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詢問她是否符合提早退休的資格。
01:51
And she ended her rant by saying
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而且她怒氣沖沖叫嚷的最後，
01:53
that her sassy supervisor invited her
to this "change everything" meeting
to this "change everything" meeting
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是以她無禮的主管邀請她去參加
這場「改變一切」的會議，
這場「改變一切」的會議，
01:58
and didn't, didn't, even, even
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竟然......竟然......
沒有......沒有......
沒有......沒有......
02:00
bring, bring food, food, food, food.
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帶......帶......
食物...... 來做結尾。
食物...... 來做結尾。
02:03
(Laughter)
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（笑聲）
02:04
(Applause) (Cheers)
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（掌聲）（歡呼）
02:10
You know you've got to bring food
to these meetings.
to these meetings.
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這類會議是不能少了食物的。
02:13
(Laughter)
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（笑聲）
02:15
Anyway.
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總之。
02:16
(Laughter)
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（笑聲）
02:18
Now, that was an example
of a healthcare setting,
of a healthcare setting,
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剛剛的例子是發生在
醫療保健的情況，
醫療保健的情況，
02:21
but of course, all businesses
collect some form of data.
collect some form of data.
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但當然，所有的企業
都會收集某種形式的資料。
都會收集某種形式的資料。
02:24
True story: I was going
to wire some money.
to wire some money.
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真實故事：我打算要去匯款。
02:28
And the customer service
representative asked me
representative asked me
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客服人員問我
02:30
if I was born in the United States.
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是否是在美國出生。
02:33
Now, I hesitated to answer her question,
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我正猶豫著是否要回答她的問題，
02:35
and before she even realized
why I hesitated,
why I hesitated,
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而她在搞懂我為什麼猶豫前，
02:38
she began to throw the company
she worked for under the bus.
she worked for under the bus.
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就開始把錯都丟給她的公司了。
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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她說：「女孩，我知道這問題很蠢，
但是他們逼我們要問的。」
但是他們逼我們要問的。」
02:47
(Laughter)
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（笑聲）
02:48
Because of the way she presented it to me,
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因為她對我說話的方式，
02:50
I was like, "Girl, why?
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我也依樣畫葫蘆
回說：「女孩，為什麼？
回說：「女孩，為什麼？
02:52
Why they makin' you ask this question?
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為什麼他們要逼你問這種問題？
02:54
Is they deportin' people?"
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他們要驅逐誰嗎？」
02:56
(Laughter)
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（笑聲）
02:58
But then I had to turn on
the other side of me,
the other side of me,
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但接著，我得要展現出我的另一面，
03:01
the more professional
speaker-poet side of me.
speaker-poet side of me.
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比較專業的演說詩人家的那ㄧ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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表現出我了解到處
都有像瑪格麗特小姐的人。
都有像瑪格麗特小姐的人。
03:08
People who were good people,
maybe even good employees,
maybe even good employees,
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他們都是好人，也許還是好員工，
03:11
but lacked the ability
to ask their questions properly
to ask their questions properly
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但缺乏適當的提問能力，
03:14
and unfortunately, that made her look bad,
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不幸的，會讓她看起來很失禮，
03:16
but the worst, that made
the business look even worse
the business look even worse
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但更糟的是，會讓公司看起來
比她還要差勁。
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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因為她不知道我是誰。
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，我可能是個
已經排定要上 TED 演說
已經排定要上 TED 演說
03:27
and would use her as an example.
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且會把她拿來當做例子的人。
03:29
Imagine that.
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想像看看。
03:30
(Applause)
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（掌聲）
03:35
And unfortunately,
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不幸的是，
03:36
what happens is people would decline
to answer the questions,
to answer the questions,
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通常的狀況是大家會拒絕回答問題，
03:39
because they feel like
you would use the information
you would use the information
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因為他們覺得你會
用那資訊來歧視他們，
用那資訊來歧視他們，
03:41
to discriminate against them,
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這全是因為你詢問資訊的方式不妥。
03:43
all because of how you presented
the information.
the information.
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這時，我們就會得到壞數據。
03:45
And at that point, we get bad data.
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03:47
And everybody knows what bad data does.
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大家都知道有了壞數據會怎樣。
03:49
Bad data costs you time,
it costs you money
it costs you money
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壞數據會浪費你投入的時間、金錢
03:52
and it costs you resources.
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和資源。
03:54
Unfortunately, when you have bad data,
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不幸的是，當你取得壞數據，
03:56
it also costs you a lot more,
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你付出的代價還更高，
04:00
because we have health disparities,
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因為我們有健康差距，
04:02
and we have social determinants of health,
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我們有健康的社會決定因素，
04:04
and we have the infant mortality,
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我們有嬰兒死亡率，
04:06
all of which depends
on the data that we collect,
on the data that we collect,
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這些都要仰賴我們收集的資料，
04:09
and if we have bad data,
than we have those issues still.
than we have those issues still.
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如果我們取得壞數據，
我們就仍然有那些議題。
我們就仍然有那些議題。
04:12
And we have underprivileged populations
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那些弱勢族群的人口，
04:14
that remain unfortunate
and underprivileged,
and underprivileged,
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就一直無法翻轉貧困的不幸命運，
04:17
because the data that we're using
is either outdated,
is either outdated,
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因為我們使用的資料
若不是過時的，
若不是過時的，
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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就是無效的，再不然
就是什麼資料也沒蒐集到。
就是什麼資料也沒蒐集到。
04:24
Now, wouldn't it be amazing
if people like Miss Margaret
if people like Miss Margaret
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如果像瑪格麗特小姐這樣的人
04:27
and the customer-service
representative at the wiring place
representative at the wiring place
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及匯款的客服人員，
04:30
were graced to collect data
with compassionate care?
with compassionate care?
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能帶著仁慈的關懷來優雅地
收集資料，不是很好嗎？
收集資料，不是很好嗎？
能讓我解釋我所謂的
「優雅（GRACED）」嗎？
「優雅（GRACED）」嗎？
04:35
Can I explain to you
what I mean by "graced?"
what I mean by "graced?"
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我寫了首藏頭詩
（將想表達的意思藏於行首字母）。
（將想表達的意思藏於行首字母）。
04:38
I wrote an acrostic poem.
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04:40
G: Getting the front desk specialist
involved and letting them know
involved and letting them know
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G：讓櫃檯接待專員參與並知悉
04:45
R: the Relevance of their role
as they become
as they become
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R：他們職務角色所具的攸關性
04:49
A: Accountable for the accuracy
of data while implementing
of data while implementing
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A：在執行時要為資料的精確性負責
04:52
C: Compassionate care within
all encounters by becoming
all encounters by becoming
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C：與人的互動中帶著仁慈的關懷，
04:56
E: Equipped with the education
needed to inform people
needed to inform people
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E：具備所需的知識來告知人們為何
05:00
of why data collection is so important.
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D：資料的收集是如此重要。
05:04
(Applause)
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（掌聲）
05:07
Now, I'm an artist.
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我是藝術家。
05:09
And so what happens with me
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我的狀況是
05:11
is that when I create
something artistically,
something artistically,
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當我創作出有藝術性的作品時，
05:13
the trainer in me is awakened as well.
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我內在的訓練官也被喚醒。
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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所以我開始將藏頭詩
發展成完整的培訓計畫，
發展成完整的培訓計畫，
05:19
entitled "I'm G.R.A.C.E.D."
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叫做「我很優雅（GRACED）」。
05:20
Because I remember,
being the front-desk specialist,
being the front-desk specialist,
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因為我記得身為櫃檯接待專員時，
05:23
and when I went to the office
of equity to start working,
of equity to start working,
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當我去平權辦事處開始工作，
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：「那就是為何他們需要
我們去問那個問題的理由嗎？」
我們去問那個問題的理由嗎？」
05:30
It all became a bright light to me,
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我才豁然開朗，
05:31
and I realized that I asked people
and I told people about --
and I told people about --
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我了解到，我問人們
且我告訴人們——
且我告訴人們——
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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我稱呼他們時用錯了性別，
我稱呼他們時用錯了種族，
我稱呼他們時用錯了種族，
05:38
I called them by the wrong ethnicity,
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我稱呼他們時用錯了人種，
05:40
and the environment became hostile,
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便會處在充滿敵意的氛圍中，
05:42
people was offended and I was frustrated
because I was not graced.
because I was not graced.
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因為我的不優雅，使人們感到被冒犯
而我則覺得挫折沮喪。
而我則覺得挫折沮喪。
05:46
I remember my computerized training,
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我記得我的電腦化訓練，
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，那訓練並沒有
使我有能力讓緊繃的情況逐漸緩和。
使我有能力讓緊繃的情況逐漸緩和。
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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那訓練無法在我提問遇到困難時，
指引我找出解決的方法。
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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我會看著電腦，說：「當這狀況
發生時，我要怎麼做？」
發生時，我要怎麼做？」
06:03
And the computer would say ...
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而電腦會……
06:05
nothing, because a computer
cannot talk back to you.
cannot talk back to you.
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什麼都不說，因為
電腦不會回你的話。
電腦不會回你的話。
06:09
(Laughter)
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（笑聲）
06:12
So that's the importance
of having someone there
of having someone there
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所以，有個受過訓練、能夠教你
06:14
who was trained to teach you
and tell you what you do
and tell you what you do
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並指導你如何隨機應變的人，
06:17
in situations like that.
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是很重要的。
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，當我在做
「我很優雅」的訓練課程時，
「我很優雅」的訓練課程時，
06:22
I created it with that experience
that I had in mind,
that I had in mind,
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我用的是我腦中的經驗，
06:25
but also that conviction
that I had in mind.
that I had in mind.
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還有我腦中的信念。
06:28
Because I wanted
the instructional design of it
the instructional design of it
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因為我希望它的教學設計
06:30
to be a safe space
for open dialogue for people.
for open dialogue for people.
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是個可讓大家坦誠對話的安全空間。
06:33
I wanted to talk about biases,
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我想要談論偏見，
06:35
the unconscious ones
and the conscious ones,
and the conscious ones,
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無意識的偏見和有意識的偏見，
06:37
and what we do.
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及我們該如何做。
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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因為現在我知道，
讓大家知道「為什麼」，
讓大家知道「為什麼」，
06:42
it challenges their perspective,
and it changes their attitudes.
and it changes their attitudes.
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可以挑戰他們的觀點，
並改變他們的態度。
並改變他們的態度。
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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現在我知道我們在櫃台取得的資料，
06:49
translates into research that eliminates
disparities and finds cures.
disparities and finds cures.
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會轉變為研究數據
用以消除差異並找到對策。
用以消除差異並找到對策。
06:54
Now I know that teaching people
transitional change
transitional change
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現在我知道，用教導的方式來協助
員工完成過渡期的改變，
員工完成過渡期的改變，
06:58
instead of shocking them into change
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而非使用突如其來、
讓人措手不及的激進式改變，
讓人措手不及的激進式改變，
07:00
is always a better way
of implementing change.
of implementing change.
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才是執行變革能夠成功的良方。
07:04
See, now I know people are more likely
to share information
to share information
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現在我知道，
當人們被訓練有素的工作人員
當人們被訓練有素的工作人員
07:07
when they are treated with respect
by knowledgeable staff members.
by knowledgeable staff members.
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以尊重的態度來對待時，
較有可能吐露自己的資料。
較有可能吐露自己的資料。
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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現在我知道你不需要是統計學家，
07:14
to understand the power
and the purpose of data,
and the purpose of data,
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也能了解資料的力量和目的，
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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但你一定要帶著尊重
與仁慈的關懷來待人。
與仁慈的關懷來待人。
07:21
Now I know that when you've been graced,
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現在我知道，當你能很優雅時，
07:24
it is your responsibility
to empower somebody else.
to empower somebody else.
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你就有責任要讓其他人也能夠如此。
07:27
But most importantly, now I know
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但最重要的是，現在我知道，
07:30
that when teaching human beings
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若要教導
人與人之間如何溝通，
07:32
to communicate with other human beings,
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07:35
it should be delivered by a human being.
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這件事應該要由人類來做。
07:40
(Applause)
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（掌聲）
07:46
So when y'all go to work
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所以，當你們去工作，
07:48
and y'all schedule that
"change everything" meeting --
"change everything" meeting --
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且安排了那「改變一切」的會議——
07:52
(Laughter)
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（笑聲）
07:53
remember Miss Margaret.
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別忘了瑪格麗特小姐。
07:55
And don't forget the food, the food,
the food, the food.
the food, the food.
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也別忘了食物、食物、食物、食物。
08:00
Thank you.
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謝謝。
08:01
(Applause) (Cheers)
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（掌聲）（歡呼）
08:06
Thank you.
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謝謝。
08:07
(Applause)
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（掌聲）
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