PAPod 526 - The Power of Conversations in the Workplace

WEBVTT 00:00:00.017 --> 00:00:04.237 So today, let's have a little chat. Not a big chat. I mean, don't freak out. 00:00:04.297 --> 00:00:05.497 It's not going to be too serious.

00:00:05.857 --> 00:00:11.877 But let's have a little chat about how do we know what we're doing makes a difference. 00:00:14.640 --> 00:00:24.720 Music. 00:00:24.137 --> 00:00:28.737 Hey, everybody, Todd Conklin, Pre-Accident Investigation Podcast. How are you?

00:00:30.097 --> 00:00:32.917 Well it's a great time it's a great 00:00:32.917 --> 00:00:35.937 day to be alive the sun's still shining 00:00:35.937 --> 00:00:38.577 and something else i'm trying to think of the 00:00:38.577 --> 00:00:41.337 rest of the song like it's it's just a good time to be 00:00:41.337 --> 00:00:44.677 here and i'm so pleased to do so so 00:00:44.677 --> 00:00:47.477 i got one of those one of those rings you wear that 00:00:47.477 --> 00:00:51.157 tells you if your heart's beating and 00:00:51.157 --> 00:00:53.837 it's kind of bio feedback it's kind 00:00:53.837 --> 00:00:56.637 of the same feedback that the 00:00:56.637 --> 00:00:59.817 apple watch gives you kind of or android 00:00:59.817 --> 00:01:05.737 watch if you have one of those i'm not being snooty but they make rings that 00:01:05.737 --> 00:01:18.237 do it and they had i'm so cheap they had they had this deal where if you wanted a black one size. 00:01:19.610 --> 00:01:23.430 13, no, a size 14, something like that. Size 13 or 14. 00:01:24.110 --> 00:01:28.910 It was a huge, like half, it was less than half price, brand new.

00:01:29.530 --> 00:01:34.570 I thought I should try this. So I started wearing this ring that tells you if you're happy or not. 00:01:34.850 --> 00:01:39.010 And you know what? I, I learned, I didn't, this is great to know.

00:01:39.410 --> 00:01:44.750 I'm mostly joyous and happy according to my ring. And if the ring says it, it must be true. 00:01:44.910 --> 00:01:48.470 I mean, that's all I can tell you. If the ring says it, it has to be true.

00:01:48.970 --> 00:01:53.710 And so I've been getting this biofeedback. I can tell you, you know, 00:01:53.790 --> 00:02:01.550 how much I breathe and what my resting pulse is and how my sleep quality is. 00:02:01.750 --> 00:02:03.550 It's quite a bit of information. 00:02:03.850 --> 00:02:08.130 It kind of reminds me of working in safety, where you just measure a whole bunch 00:02:08.130 --> 00:02:10.850 of stuff so that if you have a lot of numbers, 00:02:11.110 --> 00:02:13.970 then you must be good because I mean here you 00:02:13.970 --> 00:02:17.010 have it doesn't tell me what to do with 00:02:17.010 --> 00:02:20.110 this data so I don't really know what is good 00:02:20.110 --> 00:02:23.930 and what's bad what's right and wrong but I have lots and lots of information 00:02:23.930 --> 00:02:28.950 and so I'm enjoying the ring we'll see stay with me on this we'll see see how 00:02:28.950 --> 00:02:35.550 long I keep the ring in the rotation so because I don't have a lot of sunk cost 00:02:35.550 --> 00:02:38.270 in it it's not like it cost, you know, $500.

00:02:38.770 --> 00:02:42.950 I mean, it was because I didn't care what color it was. 00:02:43.070 --> 00:02:47.750 And it was the largest one they had. It's kind of like my Christmas Crocs. 00:02:48.170 --> 00:02:52.310 So I got Christmas Crocs because they were on sale.

And when you see them, 00:02:52.530 --> 00:02:56.570 they're green, red and white and covered in glitter. 00:02:57.010 --> 00:03:00.570 And they're fur lined with green fuzzy fleece. 00:03:01.090 --> 00:03:05.330 And it's hard to believe that they were on such a good sale because I can't 00:03:05.330 --> 00:03:07.150 believe people didn't just buy a million of them. 00:03:07.310 --> 00:03:13.430 That's kind of where I am on that.

But nonetheless, it's another journey into feedback town. 00:03:13.610 --> 00:03:18.930 And that's kind of what this wearable, which I'm pretty hip. Do you hear me being hip? 00:03:19.410 --> 00:03:24.870 That's what the kids call these devices, the wearables and the data it gives you.

00:03:24.970 --> 00:03:29.570 Now, to me, what's so interesting is what will happen with that data? 00:03:29.830 --> 00:03:36.090 Are they collecting it in the grand data scheme for the whole world, 00:03:36.090 --> 00:03:37.750 for everyone who wears one of these rings? 00:03:38.230 --> 00:03:41.950 Or is it just for me? Is it really health data?

Is it not health data? 00:03:42.270 --> 00:03:47.350 There is a lot going on here. And that makes it kind of a worthwhile. 00:03:49.470 --> 00:03:52.090 Adventure.

At least it's kind of fun. Plus, it's something to do. 00:03:52.390 --> 00:03:54.890 And it's another piece of gear. And who doesn't like, you know, 00:03:54.970 --> 00:03:56.450 having another piece of gear to mess with?

00:03:56.770 --> 00:04:02.690 Other than that, Things are great. I had a wonderful Thanksgiving time in the United States with, 00:04:02.970 --> 00:04:06.230 in fact, it looks like I'm going to have three Thanksgivings, 00:04:06.430 --> 00:04:12.390 which is in essence, or I had three Thanksgivings, which in essence is, 00:04:12.410 --> 00:04:15.250 you know, the perfect way to survive. 00:04:16.144 --> 00:04:20.544 Because I could live forever. I'm not the hugest fan of turkey because I think 00:04:20.544 --> 00:04:22.364 turkey generally is kind of boring.

00:04:23.044 --> 00:04:27.924 It's just a boring, it's boring. And I know I'll offend people. 00:04:28.184 --> 00:04:30.544 The pro-turkey crowd, big turkey is going to hate me. 00:04:30.984 --> 00:04:33.804 But I just find it kind of boring.

00:04:35.124 --> 00:04:39.004 It's not a meat with a lot of personality. Let's just say that. 00:04:39.184 --> 00:04:43.324 Okay, let's get that out there. But all the stuff you have with it, 00:04:43.784 --> 00:04:47.704 the mashed potatoes, the dressing.

00:04:48.524 --> 00:04:55.604 The specialized vegetable dishes, the multitude of pies, that is a pretty good ride. 00:04:55.804 --> 00:05:00.724 And so the fact that I got to go three times makes me three times as happy. 00:05:00.864 --> 00:05:06.744 So my ring should say I'm triple joyful and triple happy. If the data matters 00:05:06.744 --> 00:05:10.744 and it's collected, then that would help me understand where that data is.

00:05:11.184 --> 00:05:15.084 And isn't that what it's all about? Yes, it is. That is what it's all about. 00:05:15.564 --> 00:05:17.924 So that's kind of an update.

00:05:18.544 --> 00:05:23.164 Looking forward, next year is promising to be relatively exciting. 00:05:23.724 --> 00:05:29.524 I'll bring you in on the details on that. Lots of really interesting podcast stuff happening. 00:05:29.844 --> 00:05:32.804 Just because there's a lot of people that want to be on the pod right now.

00:05:32.804 --> 00:05:37.944 And so that's that's been kind of fun and then we've got the secret project going, 00:05:38.684 --> 00:05:42.284 jenny long and i have a secret project and that's 00:05:42.284 --> 00:05:45.164 almost done so in fact that might it that could 00:05:45.164 --> 00:05:49.844 be done by now too because i'm not in charge of it so which is by the way the 00:05:49.844 --> 00:05:54.044 perfect way to be if you can be not in charge of something you should you know 00:05:54.044 --> 00:05:57.024 if you don't have to be the trip leader don't be the trip leader that's what 00:05:57.024 --> 00:06:03.184 i say so all that's good and uh we can move forward And that's exactly what we're going to do. 00:06:08.024 --> 00:06:11.764 So one of the questions I want to ask you, because I think it's a reasonable 00:06:11.764 --> 00:06:16.284 question, and please, whatever you say as an answer is a fine answer. 00:06:16.464 --> 00:06:21.184 Don't think there's a right answer or a wrong answer or feel guilty or joyous. 00:06:21.764 --> 00:06:26.344 It's just a question, and that's all it is.

In the best way I can ask this question, 00:06:26.504 --> 00:06:30.164 it's not laden with a bunch of meaning. It's just a question. 00:06:30.844 --> 00:06:36.164 And the question I want to ask you is, how is your work going? 00:06:36.264 --> 00:06:39.524 And I don't mean how do you feel about your work, although that's important 00:06:39.524 --> 00:06:40.804 and I'll talk to you about that anytime.

00:06:41.484 --> 00:06:44.584 But how's the work you're doing in your organization going? 00:06:45.344 --> 00:06:49.304 How's it happening? What do you think is going on? 00:06:49.304 --> 00:06:52.224 And part of what we are challenged by, 00:06:52.404 --> 00:06:57.284 which is kind of why I think I talked about the ring that keeps bio data or 00:06:57.284 --> 00:07:01.004 the watch that keeps bio data or the fact that your phone kind of keeps bio 00:07:01.004 --> 00:07:05.724 data is because collecting data is valuable.

00:07:06.917 --> 00:07:11.957 But it's the interpretation of the data. It's what the data means that is the 00:07:11.957 --> 00:07:13.357 most important part of it. 00:07:13.777 --> 00:07:16.797 And one of the challenges, I really think we have it. 00:07:16.897 --> 00:07:21.857 It's a pretty interesting challenge is that I'll bet you have lots of numeric 00:07:21.857 --> 00:07:25.677 data collected on the status of your organization.

00:07:25.837 --> 00:07:30.917 A pretty good bet that you guys measure a bunch of stuff and you track it and 00:07:30.917 --> 00:07:35.517 you trend it and And you look at it, and that data is there. 00:07:35.957 --> 00:07:41.577 But one of the things that I think is missing, and it's probably because it's 00:07:41.577 --> 00:07:45.057 not terribly empirical, so it's not very scientific. 00:07:45.977 --> 00:07:50.037 And yet, I would suggest it's incredibly important. 00:07:50.517 --> 00:07:54.957 And that is asking people how they feel about your program.

00:07:55.517 --> 00:07:59.997 How they feel about the work you do. How they feel about the organization. 00:07:59.997 --> 00:08:05.697 And not in some survey, because I think people are incredibly over surveyed, 00:08:06.317 --> 00:08:07.677 remarkably over surveyed. 00:08:08.357 --> 00:08:13.217 In fact, I would suggest one of the things that we suffer from is something called survey fatigue.

00:08:13.817 --> 00:08:20.757 We take so many surveys so often for so many reasons that they no longer really 00:08:20.757 --> 00:08:22.017 are terribly meaningful. 00:08:22.677 --> 00:08:26.977 I mean, if you think about it, how many times have you been asked to rate an app? A bunch. 00:08:27.317 --> 00:08:30.937 I mean, that's a survey.

That's what that is. It's a Likert scale. 00:08:31.577 --> 00:08:37.017 And it's not very meaningful. And so what we really need to do, 00:08:37.157 --> 00:08:42.417 and most of us, I think, probably are pretty good at this, is to actually go 00:08:42.417 --> 00:08:46.097 out and talk to the people who make up our organization.

00:08:46.897 --> 00:08:50.977 And so the question I want to ask, the one without a lot of agenda to it, 00:08:51.317 --> 00:08:57.677 is when's the last time you went out and asked people how the organization is doing? 00:08:58.417 --> 00:09:06.117 Just an open-ended, big, fat, non-empirical, feeling-based, qualitative data 00:09:06.117 --> 00:09:09.277 question that says, how are we doing? 00:09:10.037 --> 00:09:14.277 Because I want to suggest to you that that question, even though it's hard to 00:09:14.277 --> 00:09:21.817 track, it's hard to trend, it's hard to measure, is incredibly interesting and vitally important. 00:09:23.057 --> 00:09:29.057 Asking that question opens up a conversation.

It opens up an opportunity to tell you how. 00:09:29.177 --> 00:09:33.697 Because one of the things you have to bargain for is if you ask people how we're 00:09:33.697 --> 00:09:38.617 doing, then you have to be brave enough to accept the answer they give you. 00:09:39.477 --> 00:09:43.257 And sometimes they're going to tell you we're not doing that good. 00:09:44.232 --> 00:09:47.672 We could be better here.

We suck here. This is not effective. 00:09:47.992 --> 00:09:53.612 And because those things are in the conversation, that's a really important 00:09:53.612 --> 00:09:59.052 part of what we want to talk about with the people who make up our organization. 00:09:59.492 --> 00:10:02.972 Because the expertise they bring to the table is quite remarkable.

00:10:03.112 --> 00:10:04.672 It's vital, too. It's important. 00:10:05.152 --> 00:10:09.412 But what it really does is allows this conversation to happen. 00:10:10.112 --> 00:10:13.632 And change, as you know, because we've talked about it a bunch before.

00:10:14.572 --> 00:10:20.732 Change happens organizationally, not on a strategic plan, not in a project plan 00:10:20.732 --> 00:10:24.992 for change management, but it happens one conversation at a time. 00:10:24.992 --> 00:10:30.812 And what takes place when you ask how we're doing is we open up the opportunity 00:10:30.812 --> 00:10:36.692 for conversations to happen that could potentially change everyone, 00:10:37.172 --> 00:10:40.912 not just the workers doing the work, the workers who have the expertise on your 00:10:40.912 --> 00:10:46.972 system's rigidity or flexibility or resilience or your system's brittleness, 00:10:47.492 --> 00:10:48.772 your system's weaknesses. 00:10:48.772 --> 00:10:53.612 Workers understand that really well, but it also changes the conversation that 00:10:53.612 --> 00:10:56.092 leaders have about their organization. 00:10:56.372 --> 00:11:01.972 And they start to talk differently about what's happening in that organization 00:11:01.972 --> 00:11:05.452 and what they're hearing happening in that organization.

00:11:05.792 --> 00:11:09.392 And it makes quite a change. 00:11:09.972 --> 00:11:16.852 So I spent about a week working on a project where we really addressed one kind 00:11:16.852 --> 00:11:18.152 of interesting question. 00:11:18.772 --> 00:11:27.752 And that was the workers who work for us are changing what they need and want. 00:11:28.775 --> 00:11:37.935 Are our organizations reflecting that changing desire and demand from the workforce?

That was the question. 00:11:38.775 --> 00:11:42.855 And it was really an interesting question because, man, I learned a ton. 00:11:43.155 --> 00:11:50.715 I learned that organizations that are actually quite successful now in sort 00:11:50.715 --> 00:11:56.355 of contemporary operations build relationships quickly with their workforce. 00:11:56.835 --> 00:12:00.455 That's really important.

and they create a sense of connectedness. 00:12:00.775 --> 00:12:06.195 And that relationship building, that quick relationship building is oftentimes 00:12:06.195 --> 00:12:13.235 what would normally be kind of the probationary period is now seen as an opportunity 00:12:13.235 --> 00:12:15.775 to build this very quick relationship, 00:12:16.275 --> 00:12:21.675 full well knowing that the same company that builds really quick relationships 00:12:21.675 --> 00:12:27.275 also has learned how to say very quick goodbyes. 00:12:27.275 --> 00:12:32.995 So they no longer see workers as a long-term part of their strategy, 00:12:32.995 --> 00:12:38.155 as a long-term investment operationally, as somebody that'll come in on day 00:12:38.155 --> 00:12:40.095 one and stay 25 years and leave. 00:12:40.555 --> 00:12:43.895 They've built a system where it's easy to get into the company.

00:12:44.355 --> 00:12:51.095 It's easy to feel welcomed, which dramatically influences performance and sort 00:12:51.095 --> 00:12:53.535 of helps build culture, believe it or not. 00:12:53.535 --> 00:13:00.335 Full well knowing that the relationship will be short term and very functional. 00:13:00.575 --> 00:13:04.395 It'll serve a purpose and it will end quickly. 00:13:05.378 --> 00:13:12.318 Now, I don't know how you feel about that.

I'm an old guy with old guy ideas and old guy stuff. 00:13:12.758 --> 00:13:19.698 That just seems complete opposite of what my entire career was spent doing, 00:13:20.118 --> 00:13:27.118 building long-term relationships with development path and an arc and a salary 00:13:27.118 --> 00:13:34.378 management strategy over years to develop workers into the next layer of leadership. 00:13:34.378 --> 00:13:40.498 And what we're learning from our observations, from our conversations with companies, 00:13:40.518 --> 00:13:44.678 is that, in fact, that's not terribly successful. 00:13:44.998 --> 00:13:49.578 In fact, what they told me is that it's kind of disappointing.

00:13:50.038 --> 00:13:52.138 You'll always kind of have your feelings hurt. 00:13:52.818 --> 00:13:58.078 Instead, you want to build connectedness quick. So build friendships quickly, 00:13:58.538 --> 00:14:03.638 build the relationship early, full well knowing that it's impermanent. 00:14:04.378 --> 00:14:09.078 It won't last forever.

It can't last forever. And nobody wants it to last forever. 00:14:09.718 --> 00:14:15.698 That's a really interesting challenge. And it sort of builds the case for are 00:14:15.698 --> 00:14:19.158 we out there talking to the people that work with us?

00:14:19.638 --> 00:14:22.118 And the more I thought about this, because, you know, I was in the middle of 00:14:22.118 --> 00:14:25.278 this big discussion and it was freaking me out. I'll just be honest. 00:14:25.458 --> 00:14:29.218 It was quite the dramatic freak out. 00:14:29.738 --> 00:14:33.118 It made me think i don't think at least 00:14:33.118 --> 00:14:36.018 for me personally i'm going into the field 00:14:36.018 --> 00:14:39.438 and having the right conversations i think i go to the field more 00:14:39.438 --> 00:14:46.798 like a anthropologist you know to learn to watch observe learn to really stand 00:14:46.798 --> 00:14:51.738 there and pay attention to what's going on and i think what's missing is the 00:14:51.738 --> 00:14:57.018 opportunity to have that conversation because i wish i had known that this idea 00:14:57.018 --> 00:14:58.798 of building relationships fast, 00:14:59.018 --> 00:15:03.558 creating connectivity quickly, and knowing it's impermanent and will end.

00:15:03.778 --> 00:15:08.458 So building sort of strategies to end the relationship quickly was going on. 00:15:09.511 --> 00:15:13.651 But it is. I mean, that's definitely happening. And companies that are good 00:15:13.651 --> 00:15:18.651 at sort of functioning in this contemporary reality are good at doing those things.

00:15:18.891 --> 00:15:23.071 They do other things as well. I mean, there's way more information. I learned a ton. 00:15:24.031 --> 00:15:28.831 That is dramatic.

And I don't want to be caught off guard. Neither do you. 00:15:29.211 --> 00:15:34.851 I mean, the thing that I've always tried to remember is that not knowing does not make you smarter. 00:15:35.451 --> 00:15:39.871 And so if you're caught off, if you're surprised, that means you didn't know.

00:15:40.071 --> 00:15:41.971 And if you didn't know, it means you didn't ask. 00:15:42.431 --> 00:15:50.571 And so I started thinking, well, you know, I think I have to shift from my observer of workers, 00:15:51.171 --> 00:15:58.191 kind of an awe-inspired observer of workers, to really more of a person who's having conversations. 00:15:58.891 --> 00:16:04.511 Who's not just learning, but also building relationships and communicating. 00:16:05.311 --> 00:16:10.671 That was really earth shattering to me.

I mean, I would totally be interested 00:16:10.671 --> 00:16:11.531 in what you're thinking. 00:16:11.951 --> 00:16:17.591 Cause it just, I was just like, wow, that happened. That's kind of amazing. 00:16:18.131 --> 00:16:22.471 I mean, that's, that's sort of remarkable to me that that took place.

00:16:22.951 --> 00:16:31.151 And that what I was learning is that ultimately I was going to the right places. 00:16:31.151 --> 00:16:34.731 I don't feel like I was not doing it I was doing what I thought was the right 00:16:34.731 --> 00:16:38.511 thing to do, but I just was not having the right conversations. 00:16:38.911 --> 00:16:44.211 And what's remarkable about not having the right conversations is that you learn 00:16:44.211 --> 00:16:47.871 quickly it's you, not them. 00:16:49.013 --> 00:16:53.953 And that's pretty meaningful.

I mean, it's kind of a little bit of slap in the 00:16:53.953 --> 00:16:59.913 facey, a little bit of, hey, your baby's ugly, but also kind of encouraging in that, 00:17:00.153 --> 00:17:06.913 as Charlie McMillan, one of my impressive bosses at Los Alamos said to me, 00:17:07.333 --> 00:17:09.753 sometimes we drift into the wrong question. 00:17:10.233 --> 00:17:16.793 And that's okay, as long as we check it. The power we have to go to the field 00:17:16.793 --> 00:17:23.013 and simply build conversations about how it's going is remarkable. It's not measurable.

00:17:23.493 --> 00:17:28.873 It's probably not trackable and trendable, although AI is allowing us to trend 00:17:28.873 --> 00:17:31.293 conversations in ways I never imagined would be true. 00:17:31.433 --> 00:17:37.413 But it's not traditional data collection, but it probably is important data 00:17:37.413 --> 00:17:42.673 collection. And so those conversations you have going out to the field to ask 00:17:42.673 --> 00:17:45.233 those questions, you've done it forever. 00:17:45.713 --> 00:17:51.013 Those conversations are a really, really important component to creating success, 00:17:51.013 --> 00:17:56.413 not just safety success or reliability success or resilience, 00:17:56.413 --> 00:17:59.153 but also operational success, 00:17:59.613 --> 00:18:01.533 emotional and personal success.

00:18:02.313 --> 00:18:05.973 You're really creating the culture you want to have and 00:18:05.973 --> 00:18:09.053 you're doing it through a series of conversations and the benefit and 00:18:09.053 --> 00:18:11.733 it's a pretty big benefit is that you get to 00:18:11.733 --> 00:18:17.293 learn learning is a powerful tool no question about it and getting the opportunity 00:18:17.293 --> 00:18:24.253 to learn well that's worth its weight in gold so that is a little podcast not 00:18:24.253 --> 00:18:28.273 a big one i told you it's just gonna be a little conversation but i think it's 00:18:28.273 --> 00:18:31.153 an important conversation it's the one we should be having. 00:18:31.440 --> 00:18:38.640 Music. 00:18:38.903 --> 00:18:44.663 So where does this all take us? Well, there's a good little epilogue to everything we've talked about.

00:18:44.823 --> 00:18:51.263 And that is that I'm going to encourage you this next year as part of your resolution 00:18:51.263 --> 00:18:58.363 to actually build more time to have conversations with groups of workers asking 00:18:58.363 --> 00:19:03.443 pretty direct questions about how we're doing. How's it going? 00:19:04.223 --> 00:19:08.803 How's work control, work management working? Where are the pain points?

00:19:09.483 --> 00:19:13.283 Where are we safe? Where are we not safe? Where are we fragile and brittle? 00:19:13.723 --> 00:19:15.603 Where are we robust and resilient?

00:19:16.223 --> 00:19:21.323 And having those conversations with pretty great regularity not only gives you 00:19:21.323 --> 00:19:23.843 information, which means you're going to have to do work. I mean, 00:19:23.943 --> 00:19:25.063 there's no question about that. 00:19:25.343 --> 00:19:30.523 But it also gives you the opportunity to really craft the environment you hope you have. 00:19:30.723 --> 00:19:33.803 Build that notion that it's okay to tell you the truth.

00:19:34.283 --> 00:19:37.363 And that even more importantly, it's okay to push the boundaries of that. 00:19:37.983 --> 00:19:42.263 Let me tell you where we have to break the rule in order to get the work done. 00:19:42.863 --> 00:19:45.983 Because knowing that before something bad happens, well, that's the very best 00:19:45.983 --> 00:19:50.803 time to know that. You know that as well as I do.

And it also makes it kind of groovy and cool. 00:19:51.763 --> 00:19:56.743 And I think you'll find it to be a really important tool. If you're not using 00:19:56.743 --> 00:20:01.983 it already, and probably all of us are, but I wonder if we've decided and learned 00:20:01.983 --> 00:20:04.863 how to leverage it to really make a difference. 00:20:05.683 --> 00:20:07.903 That, I think, is a cool thing to talk about.

00:20:09.043 --> 00:20:12.963 Have fun. I mean, I'm wishing you the best. It's going to be a grand, 00:20:13.163 --> 00:20:17.123 grand time. We're right in the middle of, you know, all the stuff happening, so that's cool.

00:20:17.823 --> 00:20:20.503 Learn something new every single day. Have as much fun as you possibly can. 00:20:20.543 --> 00:20:24.163 Be good to each other. Be kind to each other.

And for goodness sakes, you guys, be safe. 00:20:25.040 --> 00:20:35.926 Music.