Director Nadia, team leader Karim, and employee Salma examine why a new request system has met resistance and negotiate a pilot with clear safeguards.
01Read the Arabic conversation
التَّعَامُلُ مَعَ مُقَاوَمَةِ التَّغْيِيرِ
نَادِيَةُ: نُرِيدُ تَطْبِيقَ نِظَامِ الطَّلَبَاتِ الْجَدِيدِ الشَّهْرَ الْمُقْبِلَ. الْهَدَفُ تَقْلِيلُ الطَّلَبَاتِ الضَّائِعَةِ، لَكِنَّنِي أَشْعُرُ أَنَّ الْفَرِيقَ يَتَلَقَّى الْخُطَّةَ بِتَحَفُّظٍ أَكْبَرَ مِمَّا تَوَقَّعْتُ.
كَرِيمٌ: الْفَرِيقُ لَا يَرْفُضُ التَّحْسِينَ فِي حَدِّ ذَاتِهِ. فِي التَّجْرِبَةِ السَّابِقَةِ تَغَيَّرَتِ التَّعْلِيمَاتُ مَرَّتَيْنِ، وَبَقِيَ الْمُوَظَّفُونَ يَتَحَمَّلُونَ تَبِعَاتِ التَّأْخِيرِ أَمَامَ الْعُمَلَاءِ.
سَلْمَى: وَالْعَرْضُ التَّجْرِيبِيُّ لَمْ يُمَثِّلْ يَوْمَ عَمَلٍ عَادِيًّا. أَدْخَلْنَا طَلَبًا وَاحِدًا بِهُدُوءٍ، بَيْنَمَا نَتَلَقَّى عَشَرَاتِ الطَّلَبَاتِ الْمُتَزَامِنَةِ فِي سَاعَةِ الذُّرْوَةِ، وَنَرُدُّ عَلَى الْهَاتِفِ أَيْضًا.
نَادِيَةُ: كُنْتُ أَظُنُّ أَنَّ النِّظَامَ سَيُخَفِّفُ هَذَا الضَّغْطَ. هَلْ تَرَيَانِ أَنَّ الْمُشْكِلَةَ فِي التَّصْمِيمِ نَفْسِهِ، أَمْ فِي الطَّرِيقَةِ الَّتِي نَنْوِي بِهَا الِانْتِقَالَ إِلَيْهِ؟
كَرِيمٌ: فِي الْأَمْرَيْنِ مَعًا. مَا دَامَ السِّجِلُّ الْوَرَقِيُّ مَطْلُوبًا، فَسَنُدْخِلُ الْبَيَانَاتِ مَرَّتَيْنِ. لَنْ نَعْرِفَ فَائِدَةَ النِّظَامِ إِذَا قِسْنَا أَدَاءَهُ مَعَ هَذَا الْعِبْءِ الْإِضَافِيِّ.
سَلْمَى: وَبَعْضُ الطَّلَبَاتِ يَحْتَاجُ إِلَى مُوَافَقَةٍ لَا يَدْعَمُهَا النِّظَامُ بَعْدُ. أَخْشَى أَنْ يُفْهَمَ تَأَخُّرُ الطَّلَبِ عَلَى أَنَّهُ تَقْصِيرٌ مِنِّي، مَعَ أَنَّنِي أَنْتَظِرُ قَرَارًا مِنْ غَيْرِي.
نَادِيَةُ: إِذَنْ عَلَيْنَا التَّمْيِيزُ بَيْنَ عَيْبِ الْإِجْرَاءِ وَخَطَإِ الْمُسْتَخْدِمِ. إِذَا عَدَدْنَا كُلَّ اعْتِرَاضٍ مُقَاوَمَةً، فَقَدْ نَحْرِمُ أَنْفُسَنَا مِنْ مَعْلُومَاتٍ نَحْتَاجُ إِلَيْهَا لِتَصْحِيحِ الْخُطَّةِ.
كَرِيمٌ: أَقْتَرِحُ تَجْرِبَةً تَشْمَلُ خَمْسَةَ مُوَظَّفِينَ لِمُدَّةِ أُسْبُوعَيْنِ. نَخْتَارُ طَلَبَاتٍ مُتَنَوِّعَةً، وَنُوقِفُ السِّجِلَّ الْوَرَقِيَّ لِهَذِهِ الطَّلَبَاتِ، مَعَ الِاحْتِفَاظِ بِنُسْخَةٍ رَقْمِيَّةٍ يُمْكِنُ الرُّجُوعُ إِلَيْهَا.
سَلْمَى: بِشَرْطِ أَلَّا نَخْتَارَ الْمُتَحَمِّسِينَ وَحْدَهُمْ. مَنْ يَتَرَدَّدُ فِي اسْتِخْدَامِ النِّظَامِ قَدْ يَكْشِفُ صُعُوبَةً لَا يُلَاحِظُهَا مَنْ أَلِفَ هَذِهِ الْأَدَوَاتِ مُنْذُ سَنَوَاتٍ.
نَادِيَةُ: أُوَافِقُ عَلَى تَنَوُّعِ الْمُشَارِكِينَ، لَكِنَّ التَّرَدُّدَ لَا يَجُوزُ أَنْ يَجْعَلَ التَّأْجِيلَ بِلَا نِهَايَةٍ. نَحْتَاجُ إِلَى مَوْعِدٍ لِلْمُرَاجَعَةِ، لَا إِلَى وَعْدٍ مُسْبَقٍ بِنَجَاحِ التَّجْرِبَةِ.
كَرِيمٌ: نَتَّفِقُ إِذَنْ عَلَى مَقَايِيسَ قَبْلَ الْبِدَايَةِ: زَمَنِ مُعَالَجَةِ الطَّلَبِ، وَعَدَدِ الْأَخْطَاءِ، وَالْمُرَاجَعَاتِ الْمُتَكَرِّرَةِ. وَنُقَارِنُهَا بِأُسْبُوعٍ يَتَشَابَهُ مَعَ أُسْبُوعِ التَّجْرِبَةِ فِي حَجْمِ الْعَمَلِ وَنَوْعِهِ.
سَلْمَى: وَمَتَى نَتَعَلَّمُ؟ إِذَا بَقِيَ عَدَدُ الطَّلَبَاتِ الْمَطْلُوبُ مِنَّا كَمَا هُوَ، فَسَنَتَدَرَّبُ عَلَى حِسَابِ رَاحَتِنَا. هَذَا سَيَجْعَلُ الْمُشَارَكَةَ عِبْئًا، حَتَّى لَوْ كَانَتِ اخْتِيَارِيَّةً.
نَادِيَةُ: نُخَصِّصُ سَاعَةً يَوْمِيَّةً لِلتَّدْرِيبِ ضِمْنَ وَقْتِ الْعَمَلِ، وَنُخَفِّضُ عَدَدَ الطَّلَبَاتِ الْمُسْنَدَةِ إِلَى الْمُشَارِكِينَ. سَأَتَّفِقُ مَعَ الْقِسْمِ الْآخَرِ عَلَى تَغْطِيَةِ هَذِهِ الْفَتْرَةِ قَبْلَ الْبَدْءِ.
كَرِيمٌ: وَسَنَعْرِضُ نَتَائِجَ التَّجْرِبَةِ عَلَى مُسْتَوَى الْفَرِيقِ. الْغَرَضُ فَهْمُ مَوَاضِعِ التَّعَثُّرِ، وَلَيْسَ تَرْتِيبَ الْمُوَظَّفِينَ حَسَبَ السُّرْعَةِ وَهُمْ مَا زَالُوا يَتَعَلَّمُونَ خُطُوَاتٍ جَدِيدَةً.
سَلْمَى: هَذَا مُطَمْئِنٌ، لَكِنَّهُ يَحْتَاجُ إِلَى تَوْثِيقٍ. نَخْشَى أَنْ تُسْتَخْدَمَ سِجِلَّاتُ التَّجْرِبَةِ لَاحِقًا فِي تَقْيِيمِنَا، بَعْدَ أَنْ يُنْسَى أَنَّ الْإِجْرَاءَ نَفْسَهُ كَانَ قَيْدَ الِاخْتِبَارِ.
نَادِيَةُ: سَأَكْتُبُ أَنَّ بَيَانَاتِ هَذِهِ التَّجْرِبَةِ لَنْ تُسْتَخْدَمَ فِي التَّقْيِيمِ الْفَرْدِيِّ. وَسَنُوَضِّحُ مَنْ يَطَّلِعُ عَلَيْهَا، وَمَتَى تُحْذَفُ التَّفَاصِيلُ الَّتِي لَمْ نَعُدْ بِحَاجَةٍ إِلَيْهَا.
كَرِيمٌ: تَبْقَى الْمُوَافَقَاتُ الْمُعَلَّقَةُ. يُمْكِنُنَا تَسْجِيلُ سَبَبِ الِانْتِظَارِ وَالشَّخْصِ الْمَسْؤُولِ عَنِ الْخُطْوَةِ التَّالِيَةِ، بِحَيْثُ لَا يَبْدُو كُلُّ تَأْخِيرٍ نَاتِجًا عَنْ بُطْءِ مُدْخِلِ الْبَيَانَاتِ.
سَلْمَى: أُفَضِّلُ أَنْ نَخْتَبِرَ ذَلِكَ بِطَلَبٍ حَقِيقِيٍّ قَبْلَ التَّجْرِبَةِ. إِذَا لَمْ يَظْهَرْ سَبَبُ الِانْتِظَارِ بِوُضُوحٍ، فَلَنْ تُصْلِحَ التَّعْلِيمَاتُ الشَّفَهِيَّةُ وَحْدَهَا الْمُشْكِلَةَ.
نَادِيَةُ: مَقْبُولٌ. وَأُرِيدُ قَنَاةً لِلْمُلَاحَظَاتِ لَا تَتَطَلَّبُ اجْتِمَاعًا عِنْدَ كُلِّ خَلَلٍ. كَيْفَ نَجْمَعُ الْمُشْكِلَاتِ مِنْ غَيْرِ أَنْ نُحَمِّلَ الْفَرِيقَ عَمَلًا إِدَارِيًّا إِضَافِيًّا؟
كَرِيمٌ: نَضَعُ نَمُوذَجًا مُخْتَصَرًا يَشْمَلُ رَقْمَ الطَّلَبِ وَوَصْفَ الْعَائِقِ. أُرَاجِعُ الْمُلَاحَظَاتِ يَوْمِيًّا، وَأَنْشُرُ مَا عُولِجَ مِنْهَا وَمَا يَحْتَاجُ إِلَى قَرَارٍ، مَعَ مَوْعِدٍ مُتَوَقَّعٍ لِلرَّدِّ.
سَلْمَى: وَهَلْ نَسْتَطِيعُ إِيقَافَ التَّجْرِبَةِ إِذَا ضَاعَتْ طَلَبَاتٌ؟ لَا أُرِيدُ أَنْ نَسْتَمِرَّ لِمُجَرَّدِ أَنَّنَا أَعْلَنَّا مَوْعِدًا، ثُمَّ نُسَمِّي الْمُشْكِلَاتِ صُعُوبَاتٍ عَابِرَةً.
نَادِيَةُ: إِذَا فُقِدَ طَلَبٌ وَلَمْ نَسْتَطِعْ اسْتِعَادَتَهُ، فَسَنُوَقِفُ اسْتِقْبَالَ طَلَبَاتٍ جَدِيدَةٍ فِي التَّجْرِبَةِ. نَعُودُ مُؤَقَّتًا إِلَى الْإِجْرَاءِ الْقَدِيمِ حَتَّى نَفْهَمَ السَّبَبَ وَنُعَالِجَهُ.
كَرِيمٌ: أَمَّا الْبُطْءُ فِي الْأَيَّامِ الْأُولَى فَلَا يَكْفِي وَحْدَهُ لِلْحُكْمِ بِالْفَشَلِ. نُرَاقِبُ اتِّجَاهَ التَّحَسُّنِ، وَنَفْصِلُ وَقْتَ التَّدْرِيبِ عَنْ وَقْتِ مُعَالَجَةِ الطَّلَبَاتِ فِي الْمُقَارَنَةِ.
سَلْمَى: أَسْتَطِيعُ الْمُشَارَكَةَ بِهَذِهِ الشُّرُوطِ. لَمْ يَزُلْ تَحَفُّظِي كُلُّهُ، لَكِنَّنِي أَرَى الْآنَ فَرْقًا بَيْنَ تَجْرِبَةٍ تَسْمَحُ بِالْمُرَاجَعَةِ وَقَرَارٍ نِهَائِيٍّ يُطْلَبُ مِنَّا تَأْيِيدُهُ.
نَادِيَةُ: هَذَا فَرْقٌ أَقْبَلُهُ. لَا أَطْلُبُ حَمَاسًا مُصْطَنَعًا، بَلْ مُشَارَكَةً جَادَّةً وَمُلَاحَظَاتٍ مُحَدَّدَةً، لِأَنَّ الثِّقَةَ تُبْنَى بِالِالْتِزَامِ بِمَا نَتَّفِقُ عَلَيْهِ، لَا بِكَثْرَةِ الْوُعُودِ.
كَرِيمٌ: سَأُرْسِلُ الْخُطَّةَ الْمُعَدَّلَةَ غَدًا، وَأَطْلُبُ تَرْشِيحَ مُشَارِكِينَ بِخِبْرَاتٍ مُخْتَلِفَةٍ. وَسَنَعْقِدُ اجْتِمَاعَ الْمُرَاجَعَةِ بَعْدَ أُسْبُوعَيْنِ مِنَ الْبِدَايَةِ، مَعَ عَرْضِ النَّتَائِجِ وَالْمُلَاحَظَاتِ مَعًا.
سَلْمَى: وَأَقْتَرِحُ أَنْ يَشْمَلَ التَّقْرِيرُ مَا لَمْ نَسْتَطِعْ اخْتِبَارَهُ أَيْضًا. نَجَاحُ عَيِّنَةٍ صَغِيرَةٍ لَا يَضْمَنُ أَنَّ جَمِيعَ الطَّلَبَاتِ سَتُعَالَجُ بِالْكَفَاءَةِ نَفْسِهَا.
نَادِيَةُ: مُتَّفِقُونَ: نَبْدَأُ بَعْدَ تَأْكِيدِ التَّغْطِيَةِ وَاخْتِبَارِ الْمُوَافَقَاتِ. وَسَيَعْتَمِدُ التَّوَسُّعُ عَلَى النَّتَائِجِ وَحُدُودِهَا، لَا عَلَى رَغْبَتِنَا فِي إِثْبَاتِ أَنَّ الْخُطَّةَ الْأُولَى كَانَتْ صَائِبَةً.
Show English translationHide English translation
Nadia — director: We want to introduce the new request system next month. The goal is to reduce lost requests, but I feel the team has more reservations about the plan than I expected.
Karim — team leader: The team does not reject improvement in itself. During the previous trial, the instructions changed twice, and employees were left answering to customers for the delays.
Salma — employee: The demonstration did not represent an ordinary working day either. We calmly entered one request, whereas at peak time we receive dozens of simultaneous requests and answer the phone as well.
Nadia — director: I thought the system would ease that pressure. Do you think the problem lies in the design itself or in how we intend to move to it?
Karim — team leader: Both. As long as the paper log remains mandatory, we will enter data twice. We will not know the system’s benefit if we measure its performance with that extra burden.
Salma — employee: Some requests also need an approval the system does not yet support. I worry a delayed request will be taken as a failure on my part even though I am waiting for someone else’s decision.
Nadia — director: Then we need to distinguish a procedural defect from user error. If we regard every objection as resistance, we may deprive ourselves of information we need to correct the plan.
Karim — team leader: I suggest a two-week trial involving five employees. We choose varied requests and stop using the paper log for those requests while keeping a digital copy that we can consult.
Salma — employee: Provided we do not choose only enthusiasts. Someone hesitant to use the system may reveal a difficulty that someone familiar with these tools for years does not notice.
Nadia — director: I agree on a varied group, but hesitation cannot mean indefinite postponement. We need a review date, not an advance promise that the trial will succeed.
Karim — team leader: Then we agree on measures before starting: request processing time, errors, and repeated follow-ups. We compare them with a week similar in workload and type of work.
Salma — employee: When will we learn? If the number of requests expected of us stays the same, we will train at the expense of our breaks. That would make participation a burden even if it is voluntary.
Nadia — director: We will set aside an hour a day for training during working hours and reduce the requests assigned to participants. I will arrange coverage with the other department before we begin.
Karim — team leader: We will present trial results at team level. The purpose is to understand where difficulties arise, not rank employees by speed while they are still learning new steps.
Salma — employee: That is reassuring, but it needs documenting. We worry the trial logs might later be used to assess us, after people forget that the procedure itself was being tested.
Nadia — director: I will put in writing that data from this trial will not be used in individual assessments. We will also clarify who can see it and when details we no longer need will be deleted.
Karim — team leader: Pending approvals remain an issue. We can record why a request is waiting and who is responsible for the next step, so every delay does not appear to result from slow data entry.
Salma — employee: I would prefer to test that with a real request before the trial. If the reason for waiting does not appear clearly, verbal instructions alone will not fix the problem.
Nadia — director: Agreed. I also want a feedback channel that does not require a meeting for every fault. How can we collect problems without giving the team extra administrative work?
Karim — team leader: We will use a short form with the request number and a description of the obstacle. I will review feedback daily and publish what has been resolved and what needs a decision, with an expected response date.
Salma — employee: Can we stop the trial if requests are lost? I do not want us to continue simply because we announced a date and then call the problems temporary difficulties.
Nadia — director: If a request is lost and we cannot recover it, we will stop accepting new requests into the trial. We will temporarily return to the old procedure until we understand and address the cause.
Karim — team leader: Slowness in the first few days alone is not enough to declare failure. We will watch the trend of improvement and separate training time from request processing time in the comparison.
Salma — employee: I can participate under these conditions. Not all my reservations have disappeared, but I now see a difference between a trial open to review and a final decision we are asked to endorse.
Nadia — director: I accept that distinction. I am asking for serious participation and specific feedback, not artificial enthusiasm, because trust is built by keeping our agreements, not by making many promises.
Karim — team leader: I will send the revised plan tomorrow and ask for participants with different levels of experience. We will hold the review meeting two weeks after starting and present results and feedback together.
Salma — employee: I also suggest the report include what we could not test. Success with a small sample does not guarantee that every request will be processed equally efficiently.
Nadia — director: Agreed: we start after confirming coverage and testing approvals. Expansion will depend on the results and their limits, not on our desire to prove that the original plan was right.
02Useful words and expressions
| Arabic in the conversation | Meaning here |
|---|---|
| بِتَحَفُّظٍ | with reservations |
| تَبِعَاتِ التَّأْخِيرِ | the consequences of delays |
| سَاعَةِ الذُّرْوَةِ | peak time |
| تَقْصِيرٌ مِنِّي | a failure on my part |
| عَيْبِ الْإِجْرَاءِ | a procedural defect |
| مَقَايِيسَ قَبْلَ الْبِدَايَةِ | measures agreed before starting |
| قَيْدَ الِاخْتِبَارِ | being tested |
| الْمُوَافَقَاتُ الْمُعَلَّقَةُ | pending approvals |
| قَنَاةً لِلْمُلَاحَظَاتِ | a feedback channel |
| اتِّجَاهَ التَّحَسُّنِ | the trend of improvement |
| حَمَاسًا مُصْطَنَعًا | artificial enthusiasm |
| حُدُودِهَا | their limits |
03Check your understanding
Choose one answer for each question. Look back at the Arabic conversation for evidence. Open the English question support or a hint when you need help.
What to remember
- Acknowledge the experience behind resistance before proposing a trial.
- Use conditional agreement, explicit safeguards, and limits on what a small trial can establish.
Explore the Arabic in this conversation
Related grammar and vocabularyOpen Araqick guides connected to this conversation.
Lakinna and Lakin in Arabic: Two Patterns for But
لَكِنَّهُ يَحْتَاجُ إِلَى تَوْثِيقٍ
Use lakinna with an attached pronoun to qualify an apparently positive assessment.
Fa in Arabic Conditional Sentences: When the Result Needs Fa
إِذَا فُقِدَ طَلَبٌ وَلَمْ نَسْتَطِعْ اسْتِعَادَتَهُ، فَسَنُوَقِفُ اسْتِقْبَالَ طَلَبَاتٍ جَدِيدَةٍ فِي التَّجْرِبَةِ
Notice fa introducing a future response marked by sa- after an idha condition.
Because in Arabic: Give a Reason with Lianna
لِأَنَّ الثِّقَةَ تُبْنَى بِالِالْتِزَامِ بِمَا نَتَّفِقُ عَلَيْهِ، لَا بِكَثْرَةِ الْوُعُودِ
Explain a principle with lianna followed by its accusative noun al-thiqata.
