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

In her TED talk “How to train employees to have difficult conversations,” Tamekia MizLadi Smith discusses how employees can effectively collect data from customers through compassionate communication. Smith describes how data is collected by customer service specialists, who may ask for sensitive information such as gender, race, or ethnicity. She presents her acrostic poem “I’m G.R.A.C.E.D” to explain how to train employees to take accountability to collect data with compassion. Smith describes her instructional design as creating a safe space for open dialogue.