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

The video discusses the importance of data collection by front-desk specialists and the challenges they face, illustrated by Miss Margaret's story. It highlights the impact of poor data collection on businesses and society, emphasizing the need for compassionate care. The G.R.A.C.E.D. approach is introduced as a method to improve data collection through education and respect. The video concludes with the importance of human interaction in effective communication and data collection.

What role do front-desk specialists play in data collection?

• They provide technical support.

• They manage inventory in retail stores.

• They handle financial transactions.

• They collect data through discreet questions.

Why was Miss Margaret appalled by the new data collection requirements?

• She was not given a raise.

• She had to ask personal questions about gender, race, and ethnicity.

• She was transferred to a different department.

• She was required to work overtime.

What can result from improperly presented data collection questions?

• Improved customer satisfaction

• Faster service times

• Bad data and potential discrimination

• Increased sales

What does the 'G' in the acrostic 'G.R.A.C.E.D' stand for?

• Generating reports

• Getting the front desk specialist involved

• Gaining customer trust

• Giving feedback

What is the main goal of the 'I'm G.R.A.C.E.D' training?

• To increase sales

• To improve data collection with compassionate care

• To reduce employee workload

• To enhance technical skills

Why is it important to have human interaction in data collection training?

• It reduces the need for written materials

• It speeds up the training process

• Computers are too expensive

• Human interaction allows for open dialogue and understanding

What is a key benefit of treating people with respect during data collection?

• It reduces the number of questions asked

• It encourages people to share information

• It increases the number of employees

• It lowers operational costs