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TED Business

Don't be a jerk to your barista — and other thoughts on frontline work | Adriann Negreros

TED Business

TED

Business, Modupe Akinola, Ted Business Podcast, Business Leadership Podcast, Ted Talks Business, Ted Modupe, Ted Talks

41.2K Ratings

🗓️ 26 February 2024

⏱️ 17 minutes

🧾️ Download transcript

Summary

All jobs, especially those held by frontline workers, should have dignity and the ability to turn into great careers, says change management expert Adriann Negreros. From shift flexibility to ending work on time, he outlines what he calls the "handbook of humanity" — people-centered ideas for change, rooted in empathy — that, when implemented, can redefine the nature of frontline work. After the talk, Modupe shares how she avoids being a jerk — and gives advice on how to give yourself and others grace on and off the job.

Transcript

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0:00.0

Ted Audio Collective.

0:05.0

I travel a lot for work.

0:09.0

And let me tell you, airports can be a mess.

0:13.8

Around the holidays, for example,

0:16.1

when flights are delayed or check bags go missing,

0:19.8

it can be so chaotic.

0:21.8

And you know what a big source of that chaos is people behaving

0:26.5

badly you've seen it in those viral videos with someone yelling at the

0:32.2

flight attendant or losing their temper at a TSA agent,

0:36.7

it can be ugly.

0:38.8

And I think the ugliest part is how this behavior is usually aimed at airport and airline employees, people who are

0:46.5

working long hours and just doing their jobs.

0:51.0

And it makes me wonder, how have we reached this point where we treat people around us this way?

0:57.0

I'm Madupak and Ola. This is Ted Business. Our speaker today is Adrian Negreros.

1:08.0

He's here to tell us it's not just the occasional viral Tik-Toc, reports of incivility toward frontline workers have

1:16.2

gone up.

1:17.7

This is especially disturbing, given that so many of these workers made sure everyone could get their groceries, their

1:25.1

takeout, or even that unnecessary frivolous purchase from the internet during

1:30.4

the very worst of the pandemic.

1:32.6

Adrian is here to remind everyone,

1:34.8

CEOs and customers are like,

1:36.9

that creating a work environment

...

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