TEDxUniversityofNevada
Christine Porath: Why being respectful to your coworkers is good for business
Kristina Porat (Christine Porath): Zašto je učtivost prema kolegama dobra za biznis
Filmed:
Readability: 4.2
2,637,244 views
Voleli biste da napredujete u karijeri? Počnite tako što ćete biti fini prema kolegama, kaže Kristina Porat, istraživač vođstva. U ovom govoru potkrepljenom naučnim činjenicama, ona sa nama deli iznenađujuća saznanja o ceni grubosti i pokazuje kako mali znaci poštovanja mogu poboljšati vaš profesionalni uspeh i konačni bilans vaše kompanije.
Christine Porath - Management professor, researcher
Christine Porath helps organizations build thriving workplaces. Full bio
Christine Porath helps organizations build thriving workplaces. Full bio
Double-click the English transcript below to play the video.
00:12
Who do you want to be?
0
927
1715
Ko želite da budete?
00:15
It's a simple question,
1
3317
1978
Pitanje je prosto,
00:17
and whether you know it or not,
2
5319
1752
i znali vi to ili ne,
00:19
you're answering it every day
through your actions.
through your actions.
3
7095
3265
svaki dan svojim postupcima
odgovarate na njega.
odgovarate na njega.
00:22
This one question will define
your professional success
your professional success
4
10971
4473
Ovo pitanje će definisati
vaš poslovni uspeh
vaš poslovni uspeh
00:27
more than any other,
5
15468
2024
više nego bilo šta,
00:29
because how you show up
and treat people means everything.
and treat people means everything.
6
17516
3981
jer mnogo znači kako se prikazujete
i ophodite prema ljudima.
i ophodite prema ljudima.
00:34
Either you lift people up
by respecting them,
by respecting them,
7
22116
4202
Ili stimulišete ljude poštujući ih,
00:38
making them feel valued,
appreciated and heard,
appreciated and heard,
8
26342
4060
čineći da osećaju
da ih cenite, uvažavate i čujete,
da ih cenite, uvažavate i čujete,
00:43
or you hold people down
by making them feel small,
by making them feel small,
9
31029
4941
ili sputavate ljude
čineći da se osećaju malo,
čineći da se osećaju malo,
00:47
insulted, disregarded or excluded.
10
35994
3878
uvređeno, zanemareno ili isključeno.
00:52
And who you choose to be means everything.
11
40314
3571
Ono što izaberete da budete znači mnogo.
00:56
I study the effects
of incivility on people.
of incivility on people.
12
44631
2973
Ja proučavam uticaj neučtivosti na ljude.
00:59
What is incivility?
13
47628
1685
Šta je neučtivost?
01:01
It's disrespect or rudeness.
14
49337
1948
To je nepoštovanje ili neljubaznost.
01:03
It includes a lot of different behaviors,
15
51620
2362
Uključuje mnogo različitih ponašanja,
01:06
from mocking or belittling someone
16
54006
2354
od ruganja ili omalovažavanja nekoga,
01:08
to teasing people in ways that sting
17
56384
2539
preko zadirkivanja ljudi toliko da zaboli
01:10
to telling offensive jokes
18
58947
1859
i pričanja uvredljivih viceva,
01:12
to texting in meetings.
19
60830
1809
do kucanja poruka na sastancima.
01:14
And what's uncivil to one person
may be absolutely fine to another.
may be absolutely fine to another.
20
62663
4394
Ono što je neučtivo za jednu osobu
može biti skroz normalno drugoj osobi.
može biti skroz normalno drugoj osobi.
01:19
Take texting while someone's
speaking to you.
speaking to you.
21
67414
2668
Na primer, kucanje poruka
dok vam se neko obraća.
dok vam se neko obraća.
01:22
Some of us may find it rude,
22
70106
2162
Jednima je to nepristojno,
01:24
others may think it's absolutely civil.
23
72292
2855
drugima potpuno pristojno.
01:27
So it really depends.
24
75171
1660
Sve zavisi.
01:28
It's all in the eyes of the beholder
and whether that person felt disrespected.
and whether that person felt disrespected.
25
76855
5053
Sve je u oku posmatrača i zavisi od toga
da li se ta osoba oseća uvređeno.
da li se ta osoba oseća uvređeno.
01:34
We may not mean to make
someone feel that way,
someone feel that way,
26
82748
2789
Možda ne želimo da se neko tako oseća,
01:37
but when we do, it has consequences.
27
85561
2937
ali kada to učinimo, to ima posledice.
01:41
Over 22 years ago,
28
89736
1894
Pre više od 22 godine,
01:43
I vividly recall walking into
this stuffy hospital room.
this stuffy hospital room.
29
91654
3508
jasno se sećam kako ulazim
u zagušljivu bolničku sobu.
u zagušljivu bolničku sobu.
01:47
It was heartbreaking to see my dad,
this strong, athletic, energetic guy,
this strong, athletic, energetic guy,
30
95901
6018
Bilo je srceparajuće videti mog tatu,
snažnog, atletskog, energičnog čoveka,
snažnog, atletskog, energičnog čoveka,
01:53
lying in the bed with electrodes
strapped to his bare chest.
strapped to his bare chest.
31
101943
3684
kako leži u krevetu sa elektrodama
prikačenim na gole grudi.
prikačenim na gole grudi.
01:58
What put him there
was work-related stress.
was work-related stress.
32
106548
2826
Dotle ga je doveo stres na poslu.
02:02
For over a decade,
33
110033
2018
Tokom više od decenije,
02:04
he suffered an uncivil boss.
34
112075
3360
trpeo je neučtivog šefa.
02:09
And for me, I thought he was
just an outlier at that time.
just an outlier at that time.
35
117244
4312
Što se mene tiče, tada sam mislila
da je on bio samo izolovani slučaj.
da je on bio samo izolovani slučaj.
02:14
But just a couple years later,
36
122382
2486
Ali samo par godina kasnije,
02:16
I witnessed and experienced
a lot of incivility
a lot of incivility
37
124892
2890
bila sam svedok i iskusila neučtivost
02:19
in my first job out of college.
38
127806
1714
na svom prvom poslu nakon fakulteta.
02:22
I spent a year going to work every day
39
130441
2421
Godinu dana sam išla na posao svaki dan
02:24
and hearing things from coworkers like,
40
132886
2341
slušajući od kolega stvari kao što su:
02:27
"Are you an idiot?
That's not how it's done,"
That's not how it's done,"
41
135251
3218
„Jesi li ti idiot? Ne radi se to tako.“
02:30
and, "If I wanted your opinion, I'd ask."
42
138493
3423
„Da sam hteo tvoje mišljenje, pitao bih.“
02:35
So I did the natural thing.
43
143025
2813
Uradila sam ono što je prirodno.
02:37
I quit, and I went back to grad school
to study the effects of this.
to study the effects of this.
44
145862
3983
Dala sam otkaz i vratila se
na postdiplomske studije da ovo istražim.
na postdiplomske studije da ovo istražim.
02:42
There, I met Christine Pearson.
45
150437
2264
Tamo sam upoznala Kristinu Pirson.
02:45
And she had a theory
that small, uncivil actions
that small, uncivil actions
46
153218
3652
Ona je imala teoriju
da male, neučtive radnje
da male, neučtive radnje
02:48
can lead to much bigger problems
47
156894
2388
mogu dovesti do mnogo većih problema
02:51
like aggression and violence.
48
159306
2102
kao što su agresija i nasilje.
02:53
We believed that incivility affected
performance and the bottom line.
performance and the bottom line.
49
161908
3988
Smatrali smo da neučtivost
utiče na učinak i krajnji ishod.
utiče na učinak i krajnji ishod.
02:57
So we launched a study,
and what we found was eye-opening.
and what we found was eye-opening.
50
165920
3741
Pa smo pokrenuli studiju,
a ono što smo saznali nam je otvorilo oči.
a ono što smo saznali nam je otvorilo oči.
03:02
We sent a survey to business school alumni
51
170383
2670
Poslali smo anketu
diplomcima poslovne škole
diplomcima poslovne škole
03:05
working in all different organizations.
52
173077
2391
koji rade u različitim organizacijama.
03:07
We asked them to write a few sentences
53
175492
2475
Tražili smo da napišu par rečenica
03:09
about one experience
where they were treated rudely,
where they were treated rudely,
54
177991
3014
o iskustvu kada je neko prema njima
postupio neljubazno,
postupio neljubazno,
03:13
disrespectfully or insensitively,
55
181029
2590
bez poštovanja ili bezosećajno,
03:15
and to answer questions
about how they reacted.
about how they reacted.
56
183643
2986
i da odgovore na pitanja
o tome kako su reagovali.
o tome kako su reagovali.
03:20
One person told us about a boss
that made insulting statements like,
that made insulting statements like,
57
188621
3772
Jedna osoba nam je pisala o šefu
koji je imao uvredljive izjave kao što je:
koji je imao uvredljive izjave kao što je:
03:24
"That's kindergartner's work,"
58
192417
1651
„Ovo kao da je predškolac uradio,“
03:26
and another tore up someone's work
in front of the entire team.
in front of the entire team.
59
194772
4506
a drugi je pocepao nečiji rad
pred celim timom.
pred celim timom.
03:31
And what we found is that incivility
made people less motivated:
made people less motivated:
60
199751
4405
Saznali smo da neučtivost
čini ljude manje motivisanim:
čini ljude manje motivisanim:
03:36
66 percent cut back work efforts,
61
204180
3239
66 procenata je imalo
manji učinak na poslu,
manji učinak na poslu,
03:39
80 percent lost time
worrying about what happened,
worrying about what happened,
62
207443
3019
80 procenata je gubilo vreme
brinući o onome što se dogodilo,
brinući o onome što se dogodilo,
03:42
and 12 percent left their job.
63
210486
2996
a 12 procenata je napustilo posao.
03:46
And after we published these results,
two things happened.
two things happened.
64
214506
3671
Nakon što smo objavili ove rezultate,
dogodile su se dve stvari.
dogodile su se dve stvari.
03:50
One, we got calls from organizations.
65
218201
2691
Prvo, pozivale su nas organizacije.
Kompanija Sisko je pročitala ove brojke
03:53
Cisco read about these numbers,
66
221503
1778
03:55
took just a few of these
and estimated, conservatively,
and estimated, conservatively,
67
223305
4544
i samo na osnovu nekoliko njih
pažljivo procenila
pažljivo procenila
03:59
that incivility was costing them
12 million dollars a year.
12 million dollars a year.
68
227873
3239
da ih je neučtivost koštala
12 miliona dolara godišnje.
12 miliona dolara godišnje.
04:03
The second thing that happened was,
we heard from others in our academic field
we heard from others in our academic field
69
231961
4740
Drugo, ljudi iz naših akademskih krugova
04:08
who said, "Well, people are reporting
this, but how can you really show it?
this, but how can you really show it?
70
236725
4644
su pitali: „Pa, dobili ste ove podatke,
ali kako to zaista možete pokazati?
ali kako to zaista možete pokazati?
04:13
Does people's performance really suffer?"
71
241393
2538
Da li učinak ljudi stvarno trpi?“
04:16
I was curious about that, too.
72
244711
1882
I mene je to zanimalo.
04:19
With Amir Erez, I compared
those that experienced incivility
those that experienced incivility
73
247046
4242
Sa Amirom Erezom, uporedila sam
one koji su iskusili neučtivost
one koji su iskusili neučtivost
04:23
to those that didn't
experience incivility.
experience incivility.
74
251312
2776
sa onima koji nisu.
04:26
And what we found is that those
that experience incivility
that experience incivility
75
254112
3679
Saznali smo da oni
koji su iskusili neučtivost
koji su iskusili neučtivost
04:29
do actually function much worse.
76
257815
2653
stvarno funkcionišu mnogo gore.
04:33
"OK," you may say. "This makes sense.
77
261571
2412
„Okej“, mogli biste reći. „Ovo ima smisla.
04:36
After all, it's natural
that their performance suffers."
that their performance suffers."
78
264007
3355
Uostalom, prirodno je
da njihov učinak trpi.“
da njihov učinak trpi.“
04:40
But what about if you're not
the one who experiences it?
the one who experiences it?
79
268394
3173
Ali šta ako niste vi tome izloženi?
04:44
What if you just see or hear it?
80
272202
2082
Šta ako vi to samo vidite ili čujete?
04:46
You're a witness.
81
274855
1501
Vi ste svedok.
04:48
We wondered if it affected witnesses, too.
82
276380
2540
Pitali smo se da li to utiče i na svedoke.
04:51
So we conducted studies
83
279809
1271
Pa smo sproveli studije
04:53
where five participants would witness
an experimenter act rudely
an experimenter act rudely
84
281104
3597
u kojima pet učesnika svedoči
nepristojnom ponašanju eksperimentatora
nepristojnom ponašanju eksperimentatora
04:56
to someone who arrived late to the study.
85
284725
2453
prema nekome ko kasni na studiju.
04:59
The experimenter said,
"What is it with you?
"What is it with you?
86
287678
2704
Eksperimentator je rekao:
„Šta je sa tobom?
„Šta je sa tobom?
05:02
You arrive late, you're irresponsible.
87
290406
2278
Kasniš, neodgovoran si.
05:04
Look at you! How do you expect
to hold a job in the real world?"
to hold a job in the real world?"
88
292708
3236
Pogledaj se! Kako misliš
da zadržiš posao u stvarnom svetu?“
da zadržiš posao u stvarnom svetu?“
05:09
And in another study in a small group,
89
297008
2261
A u drugoj studiji u maloj grupi,
05:11
we tested the effects of a peer
insulting a group member.
insulting a group member.
90
299293
3359
ispitivali smo uticaj kolege
koji vređa člana grupe.
koji vređa člana grupe.
05:15
Now, what we found was really interesting,
91
303442
2383
Ono što smo saznali je stvarno zanimljivo,
05:17
because witnesses'
performance decreased, too --
performance decreased, too --
92
305849
2668
jer se učinak svedoka takođe pogoršao -
05:20
and not just marginally,
quite significantly.
quite significantly.
93
308541
3770
i to ne samo marginalno, već značajno.
05:26
Incivility is a bug.
94
314159
1866
Neučtivost je virus.
05:28
It's contagious,
95
316576
1621
Zarazna je,
05:30
and we become carriers of it
just by being around it.
just by being around it.
96
318221
3841
i mi postajemo nosioci virusa
čak i ako smo samo u njegovoj blizini.
čak i ako smo samo u njegovoj blizini.
05:34
And this isn't confined to the workplace.
97
322525
2587
I to ne važi samo za radno mesto.
05:37
We can catch this virus anywhere --
98
325136
2521
Ovaj virus možemo zakačiti bilo gde -
05:39
at home, online, in schools
and in our communities.
and in our communities.
99
327681
4452
kod kuće, onlajn, u školama
i u našim zajednicama.
i u našim zajednicama.
05:45
It affects our emotions,
our motivation, our performance
our motivation, our performance
100
333069
4519
On utiče na naše emocije,
motivaciju, učinak
motivaciju, učinak
05:49
and how we treat others.
101
337612
1363
i kako tretiramo druge.
05:51
It even affects our attention
and can take some of our brainpower.
and can take some of our brainpower.
102
339531
3783
Utiče čak i na pažnju i može umanjiti
naše mentalne sposobnosti.
naše mentalne sposobnosti.
05:56
And this happens not only
if we experience incivility
if we experience incivility
103
344283
3576
Ovo se ne dešava
samo ako iskusimo neučtivost
samo ako iskusimo neučtivost
05:59
or we witness it.
104
347883
1545
ili ako joj svedočimo.
06:01
It can happen even if we
just see or read rude words.
just see or read rude words.
105
349452
3815
Može se desiti čak i ako samo vidimo
ili čujemo neljubazne reči.
ili čujemo neljubazne reči.
06:06
Let me give you an example of what I mean.
106
354029
2030
Daću vam primer da znate na šta mislim.
06:09
To test this, we gave people
combinations of words
combinations of words
107
357424
3099
Da bismo ovo testirali,
dali smo ljudima kombinacije reči
dali smo ljudima kombinacije reči
06:12
to use to make a sentence.
108
360547
1481
da naprave rečenicu.
06:14
But we were very sneaky.
109
362591
1727
Ali bili smo vrlo lukavi.
06:16
Half the participants got a list
with 15 words used to trigger rudeness:
with 15 words used to trigger rudeness:
110
364850
5483
Polovina učesnika je dobilla listu
od 15 reči koje asociraju na neljubaznost:
od 15 reči koje asociraju na neljubaznost:
06:22
impolitely, interrupt, obnoxious, bother.
111
370357
4464
nepristojno, prekinuti, mrzak, nervirati.
06:27
Half the participants
received a list of words
received a list of words
112
375414
2715
Polovina učesnika je dobila listu reči
06:30
with none of these rude triggers.
113
378153
2186
bez onih koje asociraju na neljubaznost.
06:32
And what we found was really surprising,
114
380950
2764
Ono što smo otkrili je vrlo iznenađujuće,
06:35
because the people who got the rude words
115
383738
2400
jer su ljudi koji su dobili grube reči
06:38
were five times more likely to miss
information right in front of them
information right in front of them
116
386162
4311
imali pet puta veće šanse da previde
informaciju koja im je pred nosom
informaciju koja im je pred nosom
06:42
on the computer screen.
117
390497
1357
na ekranu kompjutera.
06:44
And as we continued this research,
118
392671
2070
Kada smo nastavili istraživanje,
06:46
what we found is that those
that read the rude words
that read the rude words
119
394765
3356
otkrili smo da je onima
koji su čitali grube reči
koji su čitali grube reči
06:50
took longer to make decisions,
120
398145
1960
trebalo više vremena da donesu odluke,
06:52
to record their decisions,
121
400129
1744
da zabeleže svoje odluke,
06:53
and they made significantly more errors.
122
401897
2517
a napravili su i mnogo više grešaka.
06:57
This can be a big deal,
123
405263
1712
Ovo može biti važno,
06:58
especially when it comes
to life-and-death situations.
to life-and-death situations.
124
406999
3293
posebno kada se radi o životu ili smrti.
07:02
Steve, a physician, told me
about a doctor that he worked with
about a doctor that he worked with
125
410887
3759
Stiv, lekar, mi je pričao o lekaru
koji je s njim radio
koji je s njim radio
07:06
who was never very respectful,
126
414670
1726
i koji nikad nije imao poštovanja,
07:08
especially to junior staff and nurses.
127
416420
2426
posebno prema mlađem osoblju i sestrama.
07:11
But Steve told me about
this one particular interaction
this one particular interaction
128
419381
3403
Ali Stiv mi je ispričao
o konkretnoj interakciji
o konkretnoj interakciji
07:14
where this doctor shouted
at a medical team.
at a medical team.
129
422808
2744
kada je ovaj doktor vikao
na medicinski tim.
na medicinski tim.
07:18
Right after the interaction,
130
426544
1793
Odmah nakon te interakcije,
07:20
the team gave the wrong dosage
of medication to their patient.
of medication to their patient.
131
428361
3547
tim je dao pogrešnu dozu leka
svom pacijentu.
svom pacijentu.
07:25
Steve said the information
was right there on the chart,
was right there on the chart,
132
433289
3831
Stiv je rekao da se informacija
nalazila u kartonu,
nalazila u kartonu,
07:29
but somehow everyone
on the team missed it.
on the team missed it.
133
437144
3243
ali svi iz tima su je nekako prevideli.
07:33
He said they lacked the attention
or awareness to take it into account.
or awareness to take it into account.
134
441307
3653
Rekao je da im je manjkalo pažnje
ili svesti da to uzmu u obzir.
ili svesti da to uzmu u obzir.
07:37
Simple mistake, right?
135
445698
1624
Obična greška, zar ne?
07:39
Well, that patient died.
136
447803
1501
E, pa, taj pacijent je umro.
07:42
Researchers in Israel have actually shown
137
450462
3178
Istraživači u Izraelu su zapravo pokazali
07:45
that medical teams exposed to rudeness
138
453664
2485
da medicinski timovi izloženi neučtivosti
07:48
perform worse not only
in all their diagnostics,
in all their diagnostics,
139
456173
3433
imaju lošiji učinak,
ne samo u dijagnostici,
ne samo u dijagnostici,
07:51
but in all the procedures they did.
140
459630
2126
već i u svim procedurama koje vrše.
07:54
This was mainly because
the teams exposed to rudeness
the teams exposed to rudeness
141
462607
3168
Ovo je uglavnom zato što timovi
izloženi neučtivosti
izloženi neučtivosti
07:57
didn't share information as readily,
142
465799
2428
nisu tako rado delili informacije
08:00
and they stopped seeking
help from their teammates.
help from their teammates.
143
468251
2853
i prestali su da traže pomoć
od svojih kolega.
od svojih kolega.
08:03
And I see this not only in medicine
but in all industries.
but in all industries.
144
471128
3882
Ovo nisam primetila samo u medicini,
već i svim drugim branšama.
već i svim drugim branšama.
08:08
So if incivility has such a huge cost,
145
476581
3054
Pa ako neučtivost ima toliku cenu,
08:11
why do we still see so much of it?
146
479659
2009
zašto je i dalje toliko ima?
08:14
I was curious, so we surveyed
people about this, too.
people about this, too.
147
482636
2924
Bila sam radoznala,
pa smo anketirali ljude i o ovome.
pa smo anketirali ljude i o ovome.
08:18
The number one reason is stress.
148
486068
2866
Najčešći uzrok je stres.
08:20
People feel overwhelmed.
149
488958
1711
Ljudi se osećaju preopterećeno.
08:23
The other reason that people
are not more civil
are not more civil
150
491849
2679
Drugi razlog što ljudi nisu učtiviji
08:26
is because they're skeptical
and even concerned
and even concerned
151
494552
2774
je to što su skeptični i čak i zabrinuti
08:29
about being civil or appearing nice.
152
497350
2630
da budu učtivi ili fini.
08:32
They believe they'll appear
less leader-like.
less leader-like.
153
500004
2523
Oni veruju da će delovati
manje sposobno da budu vođe.
manje sposobno da budu vođe.
08:34
They wonder: Do nice guys finish last?
154
502551
2936
Pitaju se da li fini ljudi
završe na poslednjem mestu.
završe na poslednjem mestu.
08:38
Or in other words: Do jerks get ahead?
155
506042
2934
Drugim rečima: da li kreteni napreduju?
08:41
(Laughter)
156
509000
1303
(Smeh)
08:43
It's easy to think so,
157
511088
1488
Lako je to pomisliti,
08:44
especially when we see
a few prominent examples
a few prominent examples
158
512600
2925
pogotovo kada vidimo
par istaknutih primera
par istaknutih primera
08:47
that dominate the conversation.
159
515549
1966
koji dominiraju razgovorom.
08:50
Well, it turns out,
in the long run, they don't.
in the long run, they don't.
160
518466
2787
E, pa, ispostavlja se da,
na duže staze, ne napreduju.
na duže staze, ne napreduju.
08:54
There's really rich research on this
by Morgan McCall and Michael Lombardo
by Morgan McCall and Michael Lombardo
161
522063
3976
Postoji obilno istraživanje o tome
koje su sproveli Morgan Makol
i Majkl Lombardo
i Majkl Lombardo
08:58
when they were at
the Center for Creative Leadership.
the Center for Creative Leadership.
162
526063
2639
u Centru za kreativno liderstvo.
09:00
They found that the number one reason
tied to executive failure
tied to executive failure
163
528726
4809
Otkrili su da je najvažniji razlog
vezan za neuspeh rukovodilaca
vezan za neuspeh rukovodilaca
09:05
was an insensitive, abrasive
or bullying style.
or bullying style.
164
533559
3639
bio bezosećajan, grub
ili nasilan stil ponašanja.
ili nasilan stil ponašanja.
09:10
There will always be some outliers
that succeed despite their incivility.
that succeed despite their incivility.
165
538428
4366
Uvek će biti nekih izuzetaka
koji će uspeti uprkos neučtivosti.
koji će uspeti uprkos neučtivosti.
09:14
Sooner or later, though,
166
542818
1563
Ipak, pre ili kasnije,
09:16
most uncivil people
sabotage their success.
sabotage their success.
167
544405
3019
većina neučtivih ljudi
sabotiraju svoj uspeh.
sabotiraju svoj uspeh.
09:20
For example, with uncivil executives,
168
548217
1993
Na primer, neučtivim rukovodiocima
09:22
it comes back to hurt them
when they're in a place of weakness
when they're in a place of weakness
169
550234
3048
se to obije o glavu u trenutku
kada se osećaju nemoćno
kada se osećaju nemoćno
09:25
or they need something.
170
553306
1417
ili kada im nešto treba.
09:26
People won't have their backs.
171
554747
1786
Ljudi im neće čuvati leđa.
09:29
But what about nice guys?
172
557795
1921
A šta je sa finim ljudima?
09:31
Does civility pay?
173
559740
1649
Da li se učtivost isplati?
09:33
Yes, it does.
174
561413
1757
Isplati se.
09:35
And being civil doesn't just mean
that you're not a jerk.
that you're not a jerk.
175
563853
4411
Biti učtiv ne znači samo da nisi kreten.
09:40
Not holding someone down
isn't the same as lifting them up.
isn't the same as lifting them up.
176
568288
3864
Kada nekog ne sputavaš
nije isto kao kada ga stimulišeš.
nije isto kao kada ga stimulišeš.
09:44
Being truly civil means
doing the small things,
doing the small things,
177
572605
3235
Biti zaista učtiv znači činiti sitnice,
09:47
like smiling and saying
hello in the hallway,
hello in the hallway,
178
575864
3050
da se nasmešite nekome
i pozdravite ga u prolazu,
i pozdravite ga u prolazu,
09:50
listening fully when
someone's speaking to you.
someone's speaking to you.
179
578938
2883
da zaista slušate nekoga
kada vam se obraća.
kada vam se obraća.
09:54
Now, you can have strong opinions,
180
582260
2031
Možete imati jako mišljenje,
09:56
disagree, have conflict
or give negative feedback civilly,
or give negative feedback civilly,
181
584315
5019
neslaganja, ući u konflikt
ili učtivo dati negativan komentar,
ili učtivo dati negativan komentar,
10:01
with respect.
182
589358
1488
sa poštovanjem.
10:02
Some people call it "radical candor,"
183
590870
2412
Neki to zovu radikalnom iskrenošću,
10:05
where you care personally,
184
593306
1488
kada lično brinete,
10:06
but you challenge directly.
185
594818
1771
ali direktno osporavate.
10:09
So yes, civility pays.
186
597612
2413
Tako da se učtivost isplati.
10:12
In a biotechnology firm,
colleagues and I found
colleagues and I found
187
600474
2895
U biotehnološkoj firmi,
kolege i ja smo otkrili
kolege i ja smo otkrili
10:15
that those that were seen as civil
188
603393
2075
da su oni koji su smatrani učtivim
10:17
were twice as likely
to be viewed as leaders,
to be viewed as leaders,
189
605492
2637
imali duplo veće šanse
da budu smatrani vođama,
da budu smatrani vođama,
10:20
and they performed significantly better.
190
608153
2298
i obavljali su funkciju znatno bolje.
10:23
Why does civility pay?
191
611066
1977
Zašto se učtivost isplati?
10:25
Because people see you
as an important -- and a powerful --
as an important -- and a powerful --
192
613067
4748
Jer ljudi vide u vama važnu i moćnu
10:29
unique combination
of two key characteristics:
of two key characteristics:
193
617839
3703
jedinstvenu kombinaciju
dve ključne osobine:
dve ključne osobine:
10:33
warm and competent, friendly and smart.
194
621566
3075
srdačan i sposoban, druželjubiv i pametan.
10:37
In other words, being civil
isn't just about motivating others.
isn't just about motivating others.
195
625184
4500
Drugim rečima, učtivost ne znači
samo motivisanje drugih.
samo motivisanje drugih.
10:41
It's about you.
196
629708
1260
Do vas je.
10:43
If you're civil, you're more likely
to be seen as a leader.
to be seen as a leader.
197
631643
3507
Ako ste učtivi, veće šanse
su da vas smatraju liderom.
su da vas smatraju liderom.
10:47
You'll perform better, and you're seen
as warm and competent.
as warm and competent.
198
635174
3183
Imaćete bolji učinak i smatraće vas
srdačnim i sposobnim.
srdačnim i sposobnim.
10:51
But there's an even bigger story
about how civility pays,
about how civility pays,
199
639722
3708
Postoji još važniji razlog
zašto se učtivost isplati,
zašto se učtivost isplati,
10:55
and it ties to one of the most
important questions around leadership:
important questions around leadership:
200
643454
4018
i vezan je za jedno
od najvažnijih pitanja o liderstvu:
od najvažnijih pitanja o liderstvu:
11:00
What do people want most
from their leaders?
from their leaders?
201
648234
2886
Šta ljudi najviše žele od svojih lidera?
11:03
We took data from over
20,000 employees around the world,
20,000 employees around the world,
202
651993
3713
Prikupili smo podatke
od preko 20 000 zaposlenih širom sveta,
od preko 20 000 zaposlenih širom sveta,
11:07
and we found the answer was simple:
203
655730
2005
i otkrili smo da je odgovor jednostavan:
11:10
respect.
204
658933
1212
poštovanje.
11:12
Being treated with respect
was more important
was more important
205
660711
3206
Biti poštovan je važnije
11:15
than recognition and appreciation,
206
663941
2496
od priznanja i uvažavanja,
11:18
useful feedback,
207
666461
1555
korisnih povratnih informacija,
11:20
even opportunities for learning.
208
668040
1937
čak i prilika za učenje.
11:22
Those that felt respected were healthier,
209
670675
3707
Oni koji su se osećali poštovano
su bili zdraviji,
su bili zdraviji,
11:26
more focused,
210
674406
1375
fokusiraniji,
11:27
more likely to stay
with their organization
with their organization
211
675805
2506
imali su veće šanse
da ostanu u organizaciji
da ostanu u organizaciji
11:30
and far more engaged.
212
678335
2038
i bili su znatno angažovaniji.
11:34
So where do you start?
213
682123
1675
Pa, kako početi?
11:36
How can you lift people up
and make people feel respected?
and make people feel respected?
214
684219
3520
Kako stimulisati i poštovati ljude?
11:40
Well, the nice thing is,
it doesn't require a huge shift.
it doesn't require a huge shift.
215
688411
3067
Pa, dobra stvar je što to
ne zahteva veliku promenu.
ne zahteva veliku promenu.
11:43
Small things can make a big difference.
216
691977
2546
Male stvari mnogo znače.
11:47
I found that thanking people,
217
695108
2658
Otkrila sam da zahvaljivanje ljudima,
11:49
sharing credit,
218
697790
1466
pripisivanje zasluga,
11:51
listening attentively,
219
699280
1732
pažljivo slušanje,
11:53
humbly asking questions,
220
701663
2429
skromno postavljanje pitanja,
11:56
acknowledging others and smiling
221
704116
2715
prihvatanje drugih i upućivanje osmeha
11:58
has an impact.
222
706855
1388
ima uticaja.
12:01
Patrick Quinlan, former CEO
of Ochsner Health [System],
of Ochsner Health [System],
223
709497
3735
Patrik Kvinlan, bivši direktor
Zdravstvenog sistema Ošner,
Zdravstvenog sistema Ošner,
12:05
told me about the effects
of their 10-5 way,
of their 10-5 way,
224
713256
2857
pričao mi je o efektima
njihovog sistema 3-1.5,
njihovog sistema 3-1.5,
12:08
where if you're within 10 feet of someone,
225
716137
2258
prema kome, ako ste udaljeni
od nekoga tri metra,
od nekoga tri metra,
12:10
you make eye contact and smile,
226
718419
2650
uspostavićete kontakt očima
i nasmejati se,
i nasmejati se,
12:13
and if you're within five feet,
227
721093
1672
a ako ste udaljeni 1,5 metar,
12:14
you say hello.
228
722789
1293
reći ćete zdravo.
12:16
He explained that civility spread,
229
724721
2660
Objasnio je da se učtivost proširila,
12:19
patient satisfaction scores rose,
230
727405
2406
pacijenti su bili zadovoljniji,
12:21
as did patient referrals.
231
729835
1896
a i više su ih preporučivali drugima.
12:24
Civility and respect can be used
to boost an organization's performance.
to boost an organization's performance.
232
732916
4296
Učtivost i poštovanje mogu se koristiti
da bi se povećao učinak organizacije.
da bi se povećao učinak organizacije.
12:29
When my friend Doug Conant took over
as CEO of Campbell's Soup Company in 2001,
as CEO of Campbell's Soup Company in 2001,
233
737808
5748
Kada je moj prijatelj Dag Konant postao
direktor kompanije „Kembelova supa“ 2001,
direktor kompanije „Kembelova supa“ 2001,
12:35
the company's market share
had just dropped in half.
had just dropped in half.
234
743580
2927
tržišni udeo firme je bio opao za pola.
12:38
Sales were declining,
235
746531
1675
Prodaja je bila u opadanju,
12:40
lots of people had just been laid off.
236
748230
2609
mnogo ljudi je bilo otpušteno.
12:42
A Gallup manager said it was
the least engaged organization
the least engaged organization
237
750863
3824
Menadžer Galupa je rekao
da je to najneaktivnija firma
da je to najneaktivnija firma
12:46
that they had surveyed.
238
754711
1346
koju su anketirali.
12:48
And as Doug drove up
to work his first day,
to work his first day,
239
756969
2925
Vozeći se na posao prvi dan,
12:51
he noticed that the headquarters
was surrounded by barbwire fence.
was surrounded by barbwire fence.
240
759918
3974
Dag je primetio da je sedište firme
okruženo bodljikavom žicom.
okruženo bodljikavom žicom.
12:56
There were guard towers
in the parking lot.
in the parking lot.
241
764313
2581
Na parkingu su bile stražarske kule.
12:59
He said it looked like
a minimum security prison.
a minimum security prison.
242
767775
3637
Rekao je da je ličilo na zatvor
sa minimalnim obezbeđenjem.
sa minimalnim obezbeđenjem.
13:03
It felt toxic.
243
771436
1811
Delovalo je toksično.
13:06
Within five years, Doug
had turned things around.
had turned things around.
244
774771
2950
Za pet godina, Dag je promenio stvari.
13:10
And within nine years, they were setting
all-time performance records
all-time performance records
245
778182
3558
A za devet, postigli su najbolji učinak
13:13
and racking up awards,
including best place to work.
including best place to work.
246
781764
2955
i skupili nagrade, čak i onu
za najbolje radno mesto.
za najbolje radno mesto.
13:17
How did he do it?
247
785449
1293
Kako je to uradio?
13:19
On day one, Doug told employees
248
787416
2427
Prvog dana, rekao je zaposlenima
13:21
that he was going to have
high standards for performance,
high standards for performance,
249
789867
2667
da će postaviti visoke standarde učinka,
13:24
but they were going
to do it with civility.
to do it with civility.
250
792558
2085
ali će ih postići učtivošću.
13:26
He walked the talk,
and he expected his leaders to.
and he expected his leaders to.
251
794667
3226
Dao je primer svojim ponašanjem,
a isto je očekivao i od svojih lidera.
a isto je očekivao i od svojih lidera.
13:30
For Doug, it all came down
to being tough-minded on standards
to being tough-minded on standards
252
798805
4715
Za Daga, poenta je bila da bude
čvrsto orijentisan na standarde
čvrsto orijentisan na standarde
13:35
and tenderhearted with people.
253
803544
1884
i meka srca sa ljudima.
13:38
For him, he said it was all about
these touch points,
these touch points,
254
806119
3213
Za njega se sve svodilo na dodirne tačke,
13:41
or these daily interactions
he had with employees,
he had with employees,
255
809356
3207
ili svakodnevne interakcije
koje je imao sa zaposlenima,
koje je imao sa zaposlenima,
13:44
whether in the hallway,
in the cafeteria or in meetings.
in the cafeteria or in meetings.
256
812587
3930
bilo da su se odvijale u hodniku,
kafeteriji ili na sastancima.
kafeteriji ili na sastancima.
13:49
And if he handled each touch point well,
257
817064
2678
Ako sve to sprovede dobro,
13:51
he'd make employees feel valued.
258
819766
2128
zaposleni će se osećati cenjeno.
13:55
Another way that Doug
made employees feel valued
made employees feel valued
259
823089
3515
Dag je takođe davao zaposlenima
osećaj da ih ceni
osećaj da ih ceni
13:58
and showed them that
he was paying attention
he was paying attention
260
826628
2396
i pokazivao je da obraća pažnju
14:01
is that he handwrote over 30,000
thank-you notes to employees.
thank-you notes to employees.
261
829048
5363
tako što je ručno ispisao
preko 30 000 zahvalnica zaposlenima.
preko 30 000 zahvalnica zaposlenima.
14:06
And this set an example for other leaders.
262
834949
2341
Tako je dao primer drugim liderima.
14:10
Leaders have about 400
of these touch points a day.
of these touch points a day.
263
838456
3685
Lideri dnevno imaju
oko 400 dodirnih tačaka.
oko 400 dodirnih tačaka.
14:14
Most don't take long,
less than two minutes each.
less than two minutes each.
264
842165
3348
Većina ih ne traje dugo,
manje od dva minuta svaka.
manje od dva minuta svaka.
14:17
The key is to be agile and mindful
in each of these moments.
in each of these moments.
265
845537
4307
Ključno je da budete agilni i obzirni
u svakom od ovih momenata.
u svakom od ovih momenata.
14:22
Civility lifts people.
266
850933
1730
Učtivost stimuliše ljude.
14:25
We'll get people to give more
and function at their best
and function at their best
267
853179
3485
Ljudi će dati više i raditi bolje
14:28
if we're civil.
268
856688
1158
ako su učtiviji.
14:30
Incivility chips away at people
and their performance.
and their performance.
269
858528
3147
Neučtivost oduzima od ljudi
i njihovog učinka.
i njihovog učinka.
14:33
It robs people of their potential,
270
861699
2261
Umanjuje njihov potencijal,
14:35
even if they're just working around it.
271
863984
2025
čak i ako su samo u njenoj blizini.
14:39
What I know from my research is that
when we have more civil environments,
when we have more civil environments,
272
867001
4288
Ono što znam iz svojih istraživanja
je da, što nam je sredina učtivija,
je da, što nam je sredina učtivija,
14:43
we're more productive, creative,
helpful, happy and healthy.
helpful, happy and healthy.
273
871313
5456
mi smo produktivniji, kreativniji,
korisniji, srećniji i zdraviji.
korisniji, srećniji i zdraviji.
14:49
We can do better.
274
877428
1440
Možemo bolje.
14:51
Each one of us can be more mindful
275
879479
3008
Svako može da bude obzirniji
14:54
and can take actions
to lift others up around us,
to lift others up around us,
276
882511
3570
i može da preduzme nešto kako bi
stimulisao druge oko sebe,
stimulisao druge oko sebe,
14:58
at work, at home, online,
277
886105
3288
na poslu, kod kuće, onlajn,
15:01
in schools
278
889417
1164
u školama
15:02
and in our communities.
279
890605
1663
i u našim zajednicama.
15:04
In every interaction, think:
280
892943
2449
U svakoj interakciji, zapitajte se:
15:07
Who do you want to be?
281
895829
1757
ko želite da budete?
15:10
Let's put an end to incivility bug
282
898419
2513
Zaustavimo virus neučtivosti
15:12
and start spreading civility.
283
900956
1964
i počnimo da širimo učtivost.
15:15
After all, it pays.
284
903404
2243
Uostalom, isplati se.
15:18
Thank you.
285
906219
1165
Hvala vam.
(Aplauz)
15:19
(Applause)
286
907408
2520
ABOUT THE SPEAKER
Christine Porath - Management professor, researcherChristine Porath helps organizations build thriving workplaces.
Why you should listen
Christine Porath teaches at Georgetown University's McDonough School of Business. She's the author of Mastering Civility: A Manifesto for the Workplace and co-author of The Cost of Bad Behavior. Her speaking and consulting clients include Google, United Nations, World Bank, International Monetary Fund, Genentech, Marriott, National Institute of Health, Department of Labor, Department of the Treasury, Department of Justice and National Security Agency. She has written for the Harvard Business Review, the New York Times, the Wall Street Journal, McKinsey Quarterly and the Washington Post. She serves on the Advisory Council for the Partnership for Public Service.
Before getting her PhD, Porath worked for International Management Group (IMG), a leading sports management and marketing firm. She received her BA from College of the Holy Cross, where she was a member of the women's basketball and soccer teams, and her PhD from Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.
Christine Porath | Speaker | TED.com