Ka hoʻomaha naʻau me ka hoʻohiki wahaheʻe ʻole

Ke kū nei kekahi ma kou puka, a ma kahi ʻē o ke kelepona, me ka hopohopo maopopo. Ke ʻōlelo wale ʻia he hoʻokuʻu ʻana o nā limahana. Ua hoʻi mai kahi diagnosis. Ua hāʻule kahi kuʻikahi a nā mea a pau i hilinaʻi ai. Nānā lākou iā ʻoe, a piʻi mai nā huaʻōlelo me he mea lā na lākou iho: "Mai hopohopo. E maikaʻi ana."

I ka hapa nui o ka manawa, ʻaʻole ʻoe i ʻike maoli e maikaʻi ana.

ʻO ia ke pilikia. Makemake ʻoe e hoʻomaha i ke kanaka i mua ou, a ʻo ka hoʻomaha wikiwiki loa e loaʻa ai, ʻo ia kahi hoʻohiki no ka wā e hiki mai ana hiki ʻole iā ʻoe ke hana ʻoiaʻiʻo. No laila hana ʻoe i ia, no ka mea ʻoi aku ka ʻino o ka hāmau, a no ka mea paʻakikī ka nānā ʻana i ke kanaka makaʻu. ʻO ka pilikia, he pōkole ke ola o ka hoʻomaha hakahaka. I ka manawa e kūʻē ai ke ola maoli iā ia, haki ʻelua mea i ka manawa hoʻokahi: ka naʻau o ke kanaka, e hoʻi ana i kahi i hoʻomaka ai, a me ko lākou manaʻoʻiʻo e haʻi ʻoe iā lākou i ka ʻoiaʻiʻo. ʻOi aku ka paʻakikī o ke kūkulu hou ʻana i ka lua.

Aia kekahi ala ʻoi aku ka maikaʻi e hoʻopaʻa ai, ʻaʻole ia e koi nei iā ʻoe e wahaheʻe a e helu i kēlā me kēia hihia ʻino loa. Hoʻomaka ia ma ka hoʻokaʻawale ʻana i ʻelua mea a kākou e hui pinepine ai.

ʻAʻole like ka hoʻomaha naʻau a me ka wānana

I kou ʻōlelo ʻana "E maikaʻi ana", ke hoʻāʻo nei ʻoe e hana i kahi mea lokomaikaʻi: ka hoʻohaʻahaʻa ʻana i ka makaʻu o kekahi. Akā lawe huna ka ʻōlelo i kahi wānana. Ke wānana nei ʻoe i kahi hopena, a ʻo nā hopena ka ʻāpana hiki ʻole iā ʻoe ke hoʻomalu.

Hiki iā ʻoe ke hoʻolei i ka wānana a mālama i ka lokomaikaʻi. ʻO ka mea a ka poʻe pilikia e noi maoli nei, ma lalo o nā huaʻōlelo, ʻaʻole ia "hiki iā ʻoe ke hōʻoia i ka hopena?" Kokoke aku ia i "ʻo wau wale nō i loko o kēia?" a me "hiki iaʻu ke hilinaʻi i kāu mea e haʻi mai nei?" Hiki iā ʻoe ke pane ʻoiaʻiʻo i ia mau nīnau ʻelua, i kēlā me kēia manawa, ʻaʻohe loli no ka hopena.

No laila, ʻo ka hana, ʻo ia ka hoʻōki ʻana i ka hoʻomaha naʻau ʻana i nā kānaka e pili ana i ka *wā e hiki mai ana* a me ka hoʻomaka ʻana i ka hoʻomaha naʻau iā lākou e pili ana iā *ʻoe*. ʻAʻole ʻoe e hele i kahi. E haʻi ʻoe iā lākou i ka ʻoiaʻiʻo e like me kou ʻike. E kū pū ʻoe me lākou i ka pilikia ma kahi o ka mālama iā lākou mai kahi mamao ʻoluʻolu. ʻAʻole kekahi o ia mau mea e hilinaʻi ana i ka hopena, ʻo ia hoʻi ʻaʻole hiki ke hōʻike ʻia kekahi o ia mau mea ma hope he wahaheʻe.

E ʻōlelo i kāu mea i ʻike ai, kāu i ʻike ʻole ai, a me ka mea e hiki mai ana

I ka wā maopopo ʻole ka wā e hiki mai ana, ʻo ka mea hoʻomalielie loa e hāʻawi ai ʻoe, ʻo ia kahi kiʻi maopopo o ka honua a ʻoe e kū maoli nei. Hōʻano ʻo Harvard Business Review, i kona kākau ʻana e pili ana i ke ʻano e kamaʻilio ai i kahi hui i ka wā maopopo ʻole ka wā e hiki mai ana, i ka hana a ke alakaʻi ma ke ʻano he hāʻawi ʻana i ka palekana me ka manaʻolana wahaheʻe ʻole. Hana kekahi hoʻolālā paʻa i ka hapa nui o ka hana:

1. Eia kā kākou i ʻike ai. E ʻōlelo i nā ʻoiaʻiʻo i hōʻoia maoli ʻia, me ka maopopo, me ka hoʻopalupalu ʻole iā lākou. Hiki i nā kānaka ke hāpai i kekahi ʻoiaʻiʻo paʻakikī. ʻO ka mea hiki ʻole iā lākou, ʻo ia ka ʻike ʻana ke hūnā nei ʻoe i kekahi.
2. Eia kā kākou i ʻike ʻole ai. ʻO ke kapa ʻana i nā mea ʻike ʻole me ka leo nui, he mea hoʻomalielie ia. Haʻi ia i nā kānaka he ʻoiaʻiʻo a kaʻana like nā hakahaka o ko lākou ʻike ponoʻī, ʻaʻole he hōʻailona e nele ana lākou i kekahi mea maopopo.
3. Eia kā kākou e hana nei no ka hakahaka. ʻOiai he ʻanuʻu liʻiliʻi a paʻa e hiki mai ana, hoʻihoʻi ia i ka manaʻo o ka mana. ʻO "E ʻike hou ana kākou ma ka Pōʻalima, a e haʻi au iā ʻoe i ka lā aʻu e lohe ai" ʻoi aku ia ma mua o kekahi huaʻōlelo hoʻomaha naʻau.

ʻOi aku ke koʻikoʻi o kēlā ʻāpana ʻekolu ma mua o ka manaʻo o nā kānaka. ʻOi aku ka paʻakikī o ka hāpai ʻana i ka maopopo ʻole i ka wā e ʻano hana ʻole ai ia, e like me ke kali ʻana i ka pōʻeleʻele no kekahi mea e hana ʻia iā ʻoe. ʻO kahi ʻanuʻu e hiki mai ana, ʻoiai he liʻiliʻi, hoʻololi ia i ke kali i kahi mea me ke kino.

E ʻike i ka mea a kēia hoʻolālā e hōʻole nei e hana. ʻAʻole ia e wānana i ka hopena. ʻAʻole ia e ʻōlelo "a e holo pono ana nā mea a pau." Hāʻawi ia i nā kānaka i ka ʻoiaʻiʻo, ka nui ʻoiaʻiʻo o ka mea ʻike ʻole, a me kahi kumu e manaʻoʻiʻo ai ke hana nei ʻoe ma luna ona. Hoʻomalielie kēlā hui ʻana i kahi lumi ʻoi aku ka paʻa ma mua o ka hōʻoia leʻaleʻa.

ʻO ka ʻae ʻana ʻaʻohe ou pane, hoʻopalekana ia iā ʻoe e ukali ʻia

Aia kahi makaʻu ma lalo o kēia mau mea a pau, ʻo ia ka ʻae ʻana o ka maopopo ʻole e hōʻike ana iā ʻoe he nāwaliwali, a pono ke kanaka makaʻu iā ʻoe e ʻano maopopo. Kuhi ka noiʻi i ke ala ʻē aʻe.

Hōʻano ʻo Amy Edmondson, ke kumu ʻo Harvard nona ka hana e pili ana i ka palekana noʻonoʻo i hoʻoholo i ko kākou noʻonoʻo ʻana no ka hilinaʻi i loko o nā hui, i ka makaukau o ke alakaʻi e ʻae i kona hemahema ponoʻī ma ke ʻano he kahua, ʻaʻole he hewa. Pono e mālama i kāna ʻōlelo i loko o kou ʻeke: "Hiki paha iaʻu ke nele i kekahi mea ma ʻaneʻi. Pono au e lohe mai iā ʻoukou." ʻAʻole heluhelu ʻia ia he hiki ʻole. Heluhelu ʻia ia he ʻoiaʻiʻo, a hāʻawi ia i ka poʻe a puni ʻoe i ka ʻae e lawe mai i ka ʻoiaʻiʻo iā ʻoe ma kahi o ka nūhou wale nō a lākou e manaʻo ai āu e makemake ai.

ʻO ke alakaʻi i ʻae ʻole i kahi hakahaka, aʻo ʻo ia i nā mea a pau e hana hoʻolike i ka hilinaʻi. ʻO ke alakaʻi e hiki ke ʻōlelo "ʻAʻole au i ʻike, a ʻaʻole au e hoʻomāke" lilo ʻo ia i mea e hiki maoli ai i nā kānaka ke hilinaʻi i loko o ka pōʻeleʻele, no ka mea ua hōʻike lākou ʻaʻole lākou e uhi.

ʻO ke ʻano o kēia i ke ola maoli

ʻAʻole kōkua nui nā manaʻo ʻano lewa ma ka puka. Eia nā mana ʻoiaʻiʻo o ka manawa, ke ʻano e hiki maoli ai iā ʻoe ke ʻōlelo me ka leo nui.

Ma kahi o "Mai hopohopo, palekana kāu hana", i ka wā maopopo ʻole iā ʻoe:

"ʻAʻole au e hoʻomāke he piha kuʻu kiʻi, no ka mea ʻaʻole. Eia kaʻu mea hiki ke haʻi iā ʻoe me ka ʻoiaʻiʻo i kēia manawa, a i ka minuke e loli ai ia, ʻo ʻoe ka mea mua e lohe mai iaʻu."

Ma kahi o "Maopopo iaʻu e hoʻi maʻemaʻe ana nā hōʻike koko", i kekahi e kali ana i nā hopena:

"Weliweli kēia kali, ʻaʻole au e hoʻāʻo e hoʻohuli iā ʻoe mai ka makaʻu. ʻO ka mea a nā hopena e ʻōlelo ai, ʻaʻole ʻoe e hele mehameha. E kū ana au i ʻaneʻi."

Ma kahi o "Aia nā mea a pau ma lalo o ka mana", i ka wā maopopo ʻole pēlā:

"He pule paʻakikī kēia ʻaʻole au e hoʻonani iā ia. Ke kālele nei kākou i ka mea aʻe i mua o kākou, a e mālama au iā ʻoe i loko o ka pō i kona neʻe ʻana."

Hoʻohaʻahaʻa kēlā me kēia o ia mau mea i ka makaʻu me ka lilo ʻole i kahi hoʻohiki hiki ʻole iā ʻoe ke uhi. ʻIke lākou i ka manaʻo, haʻi lākou i ka ʻoiaʻiʻo, a hāʻawi lākou i ka mea hoʻokahi nāu maoli e hāʻawi ai: kou noho ʻana a me kou ʻoiaʻiʻo.

Kekahi mau mea e kōkua ai

• E hōʻoia i ka manaʻo ma mua o kāu ʻōlelo ʻana e pili ana i nā ʻoiaʻiʻo. ʻO "ʻOiaʻiʻo, ke hopohopo nei ʻoe, he nui kēia" ʻoi aku ka hana e hoʻomaha i kekahi ma mua o kahi paukū kūpono. Hoʻomaha nā kānaka ke ʻike lākou ua hoʻomaopopo ʻia lākou, ʻaʻole ma mua.
• E hoʻokūlike i ko lākou wikiwiki, ʻaʻole i kou ʻoluʻolu ʻole. No kou ʻoluʻolu ʻole ponoʻī i ka nānā ʻana i kekahi e ʻeha ai ka wikiwiki e hoʻomaha naʻau. E noho ma laila i hoʻokahi puʻu ʻoi aku ka lōʻihi ma mua o ka ʻoluʻolu. ʻO ka hāmau me ʻoe i loko, ʻoi aku ia ma mua o kahi lālani wikiwiki kani wahaheʻe.
• E maopopo i kāu mea e hiki ai ke hoʻohiki. ʻO "E ʻike au a kāhea iā ʻoe i ka lā ʻapōpō" he hoʻohiki maoli ia, liʻiliʻi a hiki ke mālama. Lele ʻē ka hoʻomaha lewa. Hōʻiʻo ka hoʻohiki liʻiliʻi i mālama ʻia i ka hilinaʻi.
• Mai ʻaiʻē pū i ka pilikia. ʻAʻole like ka ʻoiaʻiʻo me ka helu ʻana i kēlā me kēia hihia ʻino loa. E pili i ka mea ʻoiaʻiʻo a me ka mea i ʻike ʻia. Ke ʻimi nei ʻoe i ka paʻa a me ka ʻoiaʻiʻo, ʻaʻole i ka ʻino.
• A laila e mālama i ka hoʻohiki āu i hana ai. ʻO kēia ke kahua holoʻokoʻa. ʻO ka hana ʻana ma hope ka mea e hoʻololi ai i kāu mau ʻōlelo mai kēia kūkākūkā i mea e manaʻoʻiʻo ai iā ʻoe i ka mea aʻe.

I ka wā ʻoi aku ia ma mua o kahi kūkākūkā paʻakikī

I kekahi manawa, ʻaʻole hopohopo wale ke kanaka i mua ou no kahi hopena maopopo ʻole. Ke piholo nei ʻo ia ma lalo ona. Inā ʻano hiki ʻole ke kanaka ke hana, hiki ʻole ke hiamoe a ʻai, ʻōlelo e pili ana i ka lilo i kaumaha, a ʻōlelo ma kekahi ʻano ʻaʻole ʻo ia makemake e noho ma ʻaneʻi, ʻaʻole ia he manawa no ka ʻoiaʻiʻo lokomaikaʻi ma luna. He manawa ia e noho kokoke a kōkua iā lākou e hiki i ke kākoʻo maoli, kahi kauka, kahi mea aʻo noʻonoʻo, a kahi laina pilikia, a ʻaʻole e haʻalele iā lākou mehameha me ia. ʻAʻole pono ʻoe e lilo i ka mea me nā pane. Pono ʻoe wale nō e lilo i ka mea ʻaʻole e huli ʻē a kōkua iā lākou e ʻimi i kekahi e hiki ai.

ʻAʻole ka mea ʻoi aku ka paʻa hiki iā ʻoe ke lilo no ka poʻe e hilinaʻi ana iā ʻoe, ʻaʻole ia ka maopopo. ʻAʻole ka maopopo nāu ponoʻī e hāʻawi ai. ʻO ia ka ʻoiaʻiʻo mālie a hiki ke hōʻike ʻia, i ka wā paʻakikī nā mea, haʻi ʻoe iā lākou i ka ʻoiaʻiʻo a noho ʻoe. ʻO ia kahi hoʻohiki e hiki maoli iā ʻoe ke mālama, a ʻo ka mālama ʻana i ia ka mea a lākou e hoʻomanaʻo ai ma hope o ko lākou poina ʻana i ke kumu o ka pule ʻino.

Nā Kumu

1. Harvard Business Review, How to Talk to Your Team When the Future Is Uncertain
2. Harvard Business Review, How to Reassure Your Team When the News Is Scary
3. AAMC (interview with Amy Edmondson), Psychological safety is critically important in medicine