ABOUT THE SPEAKER
Sophie Andrews - Author, helpline advocate
Sophie Andrews is the CEO of The Silver Line, a 24-hour phone line that provides social connectivity for isolated senior citizens in the UK and receives approximately 1,500 calls per day.

Why you should listen

Sophie Andrews's harrowing childhood experiences, documented in her 2009 autobiography, Scarred, inspired her to become a local volunteer for the suicide prevention line Samaritans over 25 years ago, and she later served as the organization's national chairman for three years. Andrews makes regular appearances as a motivational speaker before a variety of audiences, giving talks about her life experiences and the importance of charity work.

More profile about the speaker
Sophie Andrews | Speaker | TED.com
TEDMED 2017

Sophie Andrews: The best way to help is often just to listen

苏菲·安德鲁兹: 聆听是最好的帮助

Filmed:
1,669,271 views

在英国,一个叫撒玛利亚会的全天候帮助热线为苏菲·安德鲁兹(Sophie Andrews)提供了帮助,让她在虐待中存活下来。现在,为了回报撒玛利亚会的帮助,苏菲创立了The Silver Line。这是一个致力于帮助孤独老年人的电话专线。苏菲用极具感染力的亲身经历,告诉我们为什么简单的倾听而不是提供建议,才是帮助所需之人最佳的方式。
- Author, helpline advocate
Sophie Andrews is the CEO of The Silver Line, a 24-hour phone line that provides social connectivity for isolated senior citizens in the UK and receives approximately 1,500 calls per day. Full bio

Double-click the English transcript below to play the video.

00:12
After cutting切割 her arm with a broken破碎 glass玻璃,
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她在火车站站台上
用一块碎玻璃划破手腕,
00:15
she fell下跌 into a fitful断断续续, exhausted sleep睡觉
on the railway铁路 station platform平台.
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然后陷入了断断续续,
疲惫不堪的梦魇。
00:21
Early in the morning早上,
when the station toilets洗手间 were opened打开,
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清晨,当车站厕所对公众开放时,
00:24
she got painfully痛苦 to her feet,
and made制作 her way over to them.
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她拖着疼痛的双腿,走向厕所。
00:28
When she saw her reflection反射 in the mirror镜子,
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她看着镜子中的自己,
00:30
she started开始 to cry.
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突然哭了起来。
00:32
Her face面对 was dirty and tearstained泪斑;
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她的脸污浊不堪,满是泪痕;
00:34
her shirt衬衫 was ripped撕开 and covered覆盖 in blood血液.
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身上的衬衫破破烂烂,布满血迹。
00:38
She looked看着 as if she'd been on the streets街道
for three months个月, not three days.
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她看起来就像已经露宿街头三个月,
而不是仅仅三天。
00:42
She washed herself她自己 as best最好 she could.
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她用尽全力把自己清洗干净,
00:45
Her arms武器 and stomach were hurting伤害 badly.
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她的手臂和腹部都钻心地疼。
00:49
She tried试着 to clean清洁 the wounds伤口,
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想清理伤口,
00:50
but any pressure压力 she applied应用的
just started开始 the bleeding流血的 again.
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可是伤口一经按压就会再次流血。
00:55
She needed需要 stitches, but there was no way
she would go to a hospital醫院.
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她需要缝补伤口,但却没办法去医院。
00:59
They'd他们会 have sent发送 her back home again.
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因为之前医院的人又把她送回了家,
01:01
Back to him.
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回到他的掌控之下。
01:03
She tightened收紧 her jacket夹克 --
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她裹紧夹克——
01:05
well, fastened固定 her jacket夹克 tightly紧紧
to cover the blood血液.
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以便挡住斑斑血迹。
01:09
She looked看着 back at herself她自己 in the mirror镜子.
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她又重新看着镜子里的自己,
01:11
She looked看着 a little better than before
but was past过去 caring爱心.
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她看起来正常了一些,
但是这已经不重要了。
01:16
There was only one thing
she could think of doing.
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她心里只想着一件事。
01:19
She came来了 out of the station
and into a phone电话 box nearby附近.
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她走出车站,走进了附近一个电话亭。
01:23
(Telephone电话 rings戒指)
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(电话铃声)
01:28
(Telephone电话 rings戒指)
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(电话铃声)
01:32
Woman女人: Samaritans撒玛利亚人, can I help you?
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一个女士:这里是撒玛利亚会,
有什么需要吗?
01:37
Hello你好, Samaritans撒玛利亚人. Can I help you?
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你好,这里是撒玛利亚会,
我能为您做些什么?
01:40
Girl女孩: (Crying哭泣) I -- I don't know.
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女孩:(哭泣)我——我不知道。
01:42
Woman女人: What's happened发生?
You sound声音 very upset烦乱.
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女士:怎么了?你听起来很难过。
01:46
(Girl女孩 cries哭声)
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(女孩的哭声)
01:50
Woman女人: Why not start开始 with your name名称?
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女士:先告诉我你的名字好吗?
01:52
I'm Pam帕姆. What can I call you?
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我是 Pam,该怎么称呼你呢?
01:57
Where are you speaking请讲 from?
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你在哪里打电话?
02:00
Are you safe安全?
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现在安全吗?
02:02
Girl女孩: It's a phone电话 box in London伦敦.
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女孩:我在伦敦的一个电话亭里。
02:05
Pam帕姆: You sound声音 very young年轻.
How old are you?
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Pam:感觉你年纪很小,你多大了呀?
02:08
Girl女孩: Fourteen十四.
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女孩:十四岁。
02:10
Pam帕姆: And what's happened发生
to make you so upset烦乱?
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Pam:为什么这么难过呢?
02:13
Girl女孩: I just want to die.
Every一切 day I wake唤醒 up and wish希望 I was dead.
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女孩:我只想去死,每天早上醒来
都希望自己已经死了。
02:17
If he doesn't kill me, then, I think,
I want to do it myself.
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我想,如果他没有杀了我,我就自杀。
02:21
Pam帕姆: I'm glad高兴 you called.
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Pam:我很庆幸你能打电话来。
02:24
Let's start开始 at the beginning开始.
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现在跟我说说你的经历吧。
02:28
Sophie索菲 Andrews安德鲁斯: Pam帕姆 continued继续 to gently平缓
ask the girl女孩 about herself她自己.
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苏菲·安德鲁兹:Pam 继续温柔地
询问有关小女孩的事情。
02:32
She didn't say much;
there were lots of silences沉默.
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女孩说的很少,很长时间都在沉默。
02:35
But she knew知道 she was there,
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但是 Pam 知道她还在,
02:36
and having Pam帕姆 on the end结束 of the phone电话
felt so comforting欣慰的.
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因为有 Pam 的聆听,她得到了安抚。
02:42
The 14-year-old-岁
that made制作 that call was me.
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我就是那个 14 岁的女孩,
02:46
That was me in the phone电话 box.
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那个在电话亭打电话的女孩。
02:48
I was running赛跑 away from home,
sleeping睡眠 rough on the streets街道 in London伦敦.
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我从家里逃出来,睡在伦敦的街头。
02:53
I was being存在 sexually abused滥用
by my father父亲 and his friends朋友.
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我的父亲和他的朋友
对我实施了性虐待。
02:57
I was self-harming自残 every一切 day.
I was suicidal自杀.
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自残自杀的念头整天缠绕着我。
03:03
The first time I called Samaritans撒玛利亚人,
I was 12 and absolutely绝对 desperate殊死.
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我第一次联系撒玛利亚会
是 12 岁的时候。
03:08
It was a few少数 months个月 after
my mother母亲 had deserted废弃的 me,
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几个月前我的母亲抛弃了我,
独自离开家,
03:11
walked out and left me in the family家庭 home.
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我感到无比绝望。
03:14
And the abuse滥用 I was suffering痛苦
at the hands of my father父亲 and his friends朋友
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我父亲和他朋友带给我的伤害
03:17
had left me a total wreck破坏.
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将我彻底击垮。
03:20
I was running赛跑 away, I was missing失踪 school学校,
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我逃出家门,想回到学校。
03:22
I was arriving到达 drunk.
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我醉醺醺地到了学校,
03:24
I was without hope希望 and wanted to die.
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只剩下绝望,只想结束生命。
03:28
And that's where Samaritans撒玛利亚人 came来了 in.
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这个时候撒玛利亚会出现了。
03:33
Samaritans撒玛利亚人 has been around since以来 1953.
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撒玛利亚会在 1953 年左右成立,
03:36
It's a 24/7 confidential机密
helpline热线 in the UK联合王国
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是英国一个全天候开放
的机密服务热线,
03:40
for anyone任何人 who might威力 be feeling感觉
desperate殊死 or suicidal自杀.
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旨在帮助任何感到绝望
或有自杀倾向的人,
03:44
Which哪一个 I certainly当然 was.
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就像我曾经那样。
03:46
Volunteers志愿者 answer回答 the phone电话
around the clock时钟 every一切 day of the year,
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每时每刻都会有志愿者接听电话,
03:49
and calls电话 are confidential机密.
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并且电话内容是对外保密的。
03:53
During my teenage青少年 years年份,
when I was most desperate殊死,
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青少年时期,每当我陷入极端的绝望,
03:55
Samaritans撒玛利亚人 became成为 my lifeline生命线.
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撒玛利亚会都会成为我活下去的支柱。
03:58
They promised许诺 me total confidentiality保密.
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他们向我保证,绝不会泄露对话内容,
04:01
And that allowed允许 me to trust相信 them.
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所以我愿意相信他们。
04:04
Disturbing令人不安 as they no doubt怀疑
found发现 my story故事, they never showed显示 it.
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他们无疑为我的遭遇感到担忧,
但却没有表现出来,
04:08
They were always there for me
and listened听了 without judgment判断.
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只是陪着我,聆听我,不做主观臆测。
04:12
Mostly大多, they gently平缓
encouraged鼓励 me to get help;
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他们总是鼓励我,让我去寻求帮助。
04:14
I never felt out of control控制 with them --
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和他们交流的时候,我从来没有失控过,
04:17
an interesting有趣 parallel平行,
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然而相比之下,
04:18
as I felt so out of control控制
in every一切 other aspect方面 of my life.
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我生命的其他部分全都失控了。
04:22
It felt my self-harm自残
was probably大概 the only area
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似乎只有自残才是我唯一
04:24
where I felt I had any control控制.
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可以掌控的东西。
04:29
A few少数 years年份 later后来, I managed管理 to get
some control控制 in my life.
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几年后,我开始能够控制我的生活。
04:33
And I had appropriate适当 support支持 around me
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我从身边得到了一些支持,
04:35
to allow允许 me to live生活
with what had happened发生.
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让我能放下过去,好好生活。
04:38
I had become成为 a survivor幸存者 of abuse滥用
rather than a victim受害者.
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我在虐待中生存下来,没有被摧毁。
04:42
And at 21, I contacted联系 Samaritans撒玛利亚人 again.
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21岁的时候,我再一次
联系了撒玛利亚会,
04:45
This time because I wanted
to become成为 a volunteer志愿者.
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因为我想成为一名志愿者,
04:48
Wanted to pay工资 something back
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来回馈他们带给我的帮助,
04:49
to the organization组织
that had really saved保存 my life.
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因为是撒玛利亚会拯救了我。
04:54
I knew知道 that the simple简单 act法案 of listening
in an empathetic感情移入的 way
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我知道,感同身受地
聆听他人虽然简单,
04:58
could have a profound深刻 effect影响.
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却可以产生神奇的效果。
05:00
I knew知道 that somebody
listening to me without judgment判断
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我知道,剔除主观臆测的聆听
05:04
would make the biggest最大 difference区别.
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将产生巨大的影响。
05:07
So I caught抓住 up with my education教育,
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所以我努力学习,接受教育,
05:10
found发现 someone有人 I could persuade说服
to give me a job工作,
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还找到了一份工作。
05:14
and I enjoyed享受 my volunteering志愿服务
at Samaritans撒玛利亚人.
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我享受在撒玛利亚会
做志愿者的时光。
05:17
And when I say "enjoyed享受,"
it's an odd word to use,
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“享受”这个词用在这里似乎有些奇怪,
05:20
because no one would want
to think of anyone任何人
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因为没有人希望他人
被困在无尽的悲惨和痛苦当中。
05:22
being存在 in absolute绝对 distress苦难 or pain疼痛.
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05:25
But I knew知道 that that profound深刻 impact碰撞
of that listening ear
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但是我知道,倾听有很大的帮助,
05:27
and someone有人 being存在 alongside并肩 me
at that desperate殊死 time
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那些曾经在我绝望之时,
认真聆听我的人,
05:31
had the biggest最大 impact碰撞,
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对我来说最为重要,
05:32
and I felt a great sense of fulfillment履行
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能够在撒玛利亚会帮助他人
05:34
that I was able能够 to help people
as a Samaritan撒玛利亚.
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让我有一种深深的满足感。
05:38
In my years年份 volunteering志愿服务 at Samaritans撒玛利亚人,
I was asked to perform演出 many许多 roles角色.
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在撒玛利亚会做志愿的岁月里,
我扮演过许多角色。
05:42
But I guess猜测 the peak came来了 in 2008,
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不过我想,高潮出现在 2008 年,
05:45
when I was asked to chair椅子
the organization组织 for three years年份.
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当时我被任命为会长,为期三年。
05:48
So I had actually其实 gone走了
from that vulnerable弱势 caller呼叫者
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我曾经作为一个急需帮助的可怜人
在电话亭里打求助电话,
05:50
in the phone电话 box, desperate殊死 for help,
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05:52
to being存在 the national国民 lead
for the organization组织
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现在,作为撒玛利亚会的全国领导者,
05:55
and responsible主管 for 22,000 volunteers志愿者.
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我要为 22000 名志愿者负责。
05:59
I actually其实 used to joke玩笑 at the time
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那个时候我常常跟他们开玩笑说,
06:00
and say if you really
screwed up as a caller呼叫者,
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如果你曾经打过这里的求助电话,
那你最终可能会成为这里的管理者。
06:02
you might威力 end结束 up running赛跑 the place地点.
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(笑声)
06:04
(Laughter笑声)
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就像我一样。
06:05
Which哪一个 I did.
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但我想,尽管许多高深专业
的工作主导着这个世界,
06:06
But I guess猜测 in a world世界 which哪一个 is dominated占主导地位
by professionalizing职业化 everything we do,
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06:12
I really understood了解
that that simple简单 act法案 of listening
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简单的聆听
06:14
could have such这样 a life-changing改变生活 effect影响.
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却可以彻底改变生活。
06:17
I guess猜测 it's a simple简单 concept概念
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这是最简单的理念,
06:19
that can be applied应用的
across横过 all areas of life.
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可以应用到生活的方方面面。
06:22
So in the 1980s, when I called Samaritans撒玛利亚人,
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在 20 世纪 80 年代,
我向撒玛利亚会求助的时候,
06:24
child儿童 abuse滥用 was a subject学科
no one wanted to talk about.
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没有人愿意谈论虐童问题。
06:28
Victims受害者 were often经常 blamed指责,
victims受害者 were often经常 judged判断.
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受害者们常常被指责,被揣测。
06:33
And it was a topic话题 of shame耻辱,
and no one really wanted to talk about it.
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没人愿意谈论它,
因为觉得那是奇耻大辱。
06:38
Today今天, judgment判断 and shame耻辱
surround环绕 a different不同 issue问题.
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今天,另一个问题也被臆测,
06:41
There's a different不同 stigma柱头
that's out there.
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被视为耻辱,
06:44
And the stigma柱头 that's there today今天
is to talk about loneliness孤单.
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那就是孤独。
06:50
Loneliness孤单 and isolation隔离
have profound深刻 health健康 impacts影响.
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孤独寂寞这种精神状态
对健康影响很大,
06:53
Being存在 lonely孤独 can have a significant重大 impact碰撞
on your own拥有 well-being福利.
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会严重影响精神健康。
06:58
Recent最近 systematic系统的 review评论 of research研究
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最近一项研究对此
进行了系统的考察,
07:00
actually其实 said that it increased增加
the mortality死亡 rates利率,
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证明孤独增加了死亡率,
07:02
or premature过早 death死亡 rates利率,
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或者说导致死亡时间提前
07:04
by up to 30 percent百分.
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高达 30%。
07:06
It can lead to higher更高 blood血液 pressure压力,
higher更高 levels水平 of depression萧条,
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孤独还能引发高血压,加重抑郁程度,
07:10
and actually其实 aligned对齐 to mortality死亡 rates利率
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因酗酒或吸烟
07:12
that might威力 be more associated相关
with alcohol abuse滥用 or smoking抽烟 cigarettes香烟.
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导致的死亡机率也因此增加。
07:17
Loneliness孤单 is actually其实 more harmful有害
that smoking抽烟 15 cigarettes香烟.
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相比一天吸 15 根烟——是每天,
不是一辈子吸 15 根——
07:21
A day.
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孤独对人体的危害
07:23
Not in your life, in your day.
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要大得多。
07:25
It's also associated相关
with higher更高 levels水平 of dementia痴呆.
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孤独还会引发严重的老年痴呆。
07:28
So a recent最近 study研究 also found发现
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最近一项研究还发现,
07:30
that lonely孤独 people are twice两次 at risk风险
of Alzheimer's老年痴呆症 disease疾病.
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感到孤独的人患阿尔兹海默症
的机率是一般人的两倍。
07:35
Of course课程, there's many许多 people
that live生活 alone单独 who are not lonely孤独.
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当然,很多一个人生活
的人并不感到孤独,
07:40
But being存在 a caregiver护理人员 for a partner伙伴
that maybe has dementia痴呆
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但是照顾可能患有痴呆症的人
07:44
can be a very lonely孤独 place地点.
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却是一项孤独的工作。
07:47
And a recent最近 landmark里程碑 study研究 gave us
a very good, clear明确 definition定义
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最近一项里程碑式的的研究
对孤独进行了
07:50
of what loneliness孤单 is.
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恰当、清晰的定义,
07:51
And it said it's a subjective主观,
unwelcome不受欢迎 feeling感觉
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这是一种由缺少或丧失陪伴引起的
07:55
of a lack缺乏 or loss失利 of companionship友谊.
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主观、消极的感受。
07:58
And it happens发生 when there's a mismatch不匹配
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当我们所拥有的人际关系
与期望的人际关系
08:00
between之间 the quality质量 and the quantity数量
of relationships关系 that we have
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在质量与数量上不匹配时,
08:03
and those that we want.
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孤独就产生了。
08:07
Now in my life, the best最好 help
I've ever received收到
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在我的生命中,别人私下对我的关心,
08:09
has been from those personal个人 connections连接
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他人对我耐心的聆听,
08:11
and being存在 listened听了 to
in an empathetic感情移入的 way.
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对我来说是最好的帮助。
08:15
Professionals专业 人士, and I'm conscious意识
I'm speaking请讲 to a room房间 of professionals专业人士,
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我知道在坐的各位都是专业人士,
你们也扮演着重要的角色。
08:19
have a very important重要 place地点.
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08:20
But for me, a volunteer志愿者
giving up their time
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但是对我来说,那些志愿者愿意花时间
08:23
and listening to me without judgment判断
in a confidential机密 way,
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愿意剔除臆测,
保守秘密来倾听我的诉说,
08:27
had such这样 a huge巨大,
life-changing改变生活 effect影响 for me.
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已经给我的生活带来
天翻地覆的改变。
08:30
And that was something
that really stayed with me.
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这种改变始终陪伴着我。
08:33
So as you will have gathered云集,
in my teenage青少年 years年份,
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大家都已经了解,在我的少年时期,
我的生活脱离了轨道,
每天都在想还要不要活下去,
08:35
I was off the rails轨道, I was going every一切 day
wondering想知道 if I'd even live生活 the next下一个 day.
159
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08:39
But that profound深刻 impact碰撞 of the volunteer志愿者
listening to me stayed with me.
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但是那位志愿者给我带来的影响
始终陪伴着我。
08:44
When I finally最后 got to a point in my life
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终于,我的人生迎来了转折点,
08:46
where I felt I could live生活
with what had happened发生,
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我可以放下过去,好好生活。
08:49
I wanted to pay工资 something back.
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所以我想要做出回馈。
08:51
And in my experience经验,
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我知道,
08:53
people who have been helped帮助
in a transforming转型 way
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那些得到帮助从而获得改变的人们,
08:56
always want to pay工资 something back.
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也都想做些事情来帮助他人。
08:59
So I started开始 paying付款 back by my 25 years年份
volunteering志愿服务 with Samaritans撒玛利亚人.
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所以我在撒玛利亚会
做了 25 年志愿者,以此作为回报。
09:05
And then, in 2013,
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2013 年,
09:07
picking选择 up on that whole整个 issue问题
and the new stigma柱头 of loneliness孤单,
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我意识到孤独问题已经成为
人们不愿启齿的遭遇,
09:10
I launched推出 a new national国民
helpline热线 in the UK联合王国 for older旧的 people,
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于是在英国发起了一条
新的服务热线来帮助老年人,
09:14
called The Silver Line线,
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叫做 “The Silver Line”,
09:15
which哪一个 is there to support支持
lonely孤独 and isolated孤立 older旧的 people.
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致力于帮助孤独寂寞的老年人。
09:20
In our short history历史,
we've我们已经 taken采取 1.5 million百万 calls电话.
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尽管成立的时间很短,
但我们已经接听了 150 万个电话。
09:24
And I know we're having a big impact碰撞,
based基于 on the feedback反馈 we get every一切 day.
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我们每天都会获得反馈,
我们的影响力在扩大。
09:29
Some people might威力 be calling调用 up
for a friendly友善 chat,
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一些人打电话来,
是想进行一场愉快的交流,
09:32
maybe some information信息
about local本地 services服务.
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或者询问当地的一些服务信息。
09:34
Some might威力 be calling调用
because they're suicidal自杀.
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还有些人打电话来,
是因为他们有自杀倾向,
09:37
Some might威力 be calling调用 up
because they're reporting报告 abuse滥用.
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或者想要举报虐待事件。
09:40
And some quite相当 simply只是, as I was,
may可能 have simply只是 just given特定 up on life.
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也有些人,像我曾经那样,
想要放弃生命。
09:46
I guess猜测 it's a really simple简单 idea理念,
setting设置 up a helpline热线.
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开通一道热线,
这是多么简单的一件事。
09:49
And I look back to those early days
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我回想起早些时候,
09:51
when I had the lofty高远 title标题, I still have,
of chief首席 execEXEC, but in the early days,
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3715
我还拥有首席执行官
的崇高称号的时候,
09:55
I was chief首席 execEXEC of myself.
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1451
也同时是我自己的 CEO。
09:56
Which哪一个, I have to say, I had
the best最好 meetings会议 ever in my career事业 --
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这应该是我职业生涯中
最棒的一次会议了——
(笑声)
10:00
(Laughter笑声)
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成为自己的 CEO。
10:01
as chief首席 execEXEC of myself.
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1286
10:02
But things have moved移动 on, and now in 2017,
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3783
时光流转,现在已经是 2017 年,
10:06
we have over 200 staff员工
listening to older旧的 people
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3728
我们已经拥有超过 200 名
接听老年人热线的员工,
10:10
every一切 day of the year, 24/7.
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保证热线全天候工作。
10:12
We also have over 3,000 volunteers志愿者
making制造 weekly每周 friendship友谊 calls电话
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我们也拥有 3000 多名志愿者
10:16
from their own拥有 home.
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1339
每周在家里接听热线。
10:18
We also, for people
that like the written书面 word,
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2207
我们也为喜欢写字的人
提供写信的渠道,Sliver Letter,
10:20
offer提供 Silver Letters快报,
and we write pen-pal笔帕 letters
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然后以笔友的身份
10:23
to older旧的 people who still enjoy请享用
receiving接收 a letter.
194
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2964
给期望收到信件的老年人回信。
10:27
And we also have introduced介绍
something called Silver Circles --
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615497
2921
我们还创立了Silver Circles——
你会发现,我们所有活动名称前
10:30
you notice注意 I'm owning拥有
the word "silver" here --
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都有“Silver”这个词——
这是我们的标志。
10:32
put "silver" in front面前 of it and it's ours我们的.
197
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2003
Silver Circles 是一系列
群体会谈形式的电话,
10:34
Silver Circles are group conference会议 calls电话
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人们可以在此谈论共同的爱好。
10:36
where people actually其实
talk about shared共享 interests利益.
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10:39
My favorite喜爱 group is the music音乐 group,
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我最喜欢的是音乐组,
10:40
where people, every一切 week,
play musical音乐 instruments仪器
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每周都有人演奏乐器,
10:43
down the phone电话 to each other.
202
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透过电话,互相演奏给对方听。
10:45
Not always the same相同 tune at the same相同 time.
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不过有时候也会跑调。
10:47
(Laughter笑声)
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1539
(笑)
10:48
But they do have fun开玩笑.
205
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1400
但是他们真的很开心。
10:51
And "fun开玩笑" is an interesting有趣 word,
206
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“开心”这个词挺有趣,
10:52
because I've talked very much about
desperation绝望, loneliness孤单 and isolation隔离.
207
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3876
因为我之前谈论的
都是绝望、孤独和寂寞。
10:56
But if you came来了 to our helpline热线 in the UK联合王国,
you would also hear laughter笑声.
208
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3595
但是如果你拨打我们
在英国的热线,就可以听到欢笑声。
11:00
Because at the Silver Line线,
209
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1445
因为在 Silver Line,
11:01
we do want to cherish珍视
the wonderful精彩 lives生活 of older旧的 people
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我们真切地希望留住
老年人们精彩的生活,
11:05
and all the experiences经验 that they bring带来.
211
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2202
记住他们带来的经历。
11:07
So here's这里的 an example,
just a snippet片段 of one of our calls电话.
212
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3579
这里有一个例子,是我们
其中一个热线电话的片段。
11:11
(Audio音频) Good morning早上,
you're through通过 to the Silver Line线.
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2667
(音频)早上好,您拨打的是Silver Line。
我是 Alan,我能为您做些什么呢?
11:14
My name's名字的 Alan艾伦, how can I help?
214
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1532
女士:你好 Alan,早安。
11:16
Woman女人: Hello你好, Alan艾伦. Good morning早上.
215
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1579
Alan:您好。
11:17
Alan艾伦: Hello你好.
216
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1151
女士:(语调欢快)你好呀!
11:18
Woman女人: (Chipper奇珀) Hello你好!
217
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Alan:您今天早上过的好吗?
11:20
Alan艾伦: Oh, how are you this morning早上?
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1730
女士:挺好的,谢谢你。
11:21
Woman女人: I'm alright好的, thank you.
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1429
ALan:很高兴听到您说一切都好。
11:23
Alan艾伦: I'm pleased满意 to hear it.
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1396
女士:电话真是个好东西,对吧?
11:24
Woman女人: What a wonderful精彩 thing
the telephone电话 is, you know?
221
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2698
11:28
Alan艾伦: It's a remarkable卓越
invention发明, isn't it?
222
676101
2103
Alan:很伟大的发明,对不对?
女士:我记得,我还是个小女孩的时候,
11:30
Woman女人: I remember记得
when I was a little girl女孩,
223
678228
2079
11:32
donkey's驴的 years年份 ago,
224
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1532
那是很久很久以前了,
11:33
if you wanted to make
a phone电话 call to somebody,
225
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2896
如果想要给别人打电话,
11:36
you had to go to a shop
226
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2191
必须要跑到商店里去,
11:39
and use the telephone电话 of the shop
227
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2452
用商店里的电话,
11:41
and pay工资 the shop for using运用 the telephone电话
and have your phone电话 call.
228
689498
3953
付了钱才能打。
11:45
So you didn't make phone电话 calls电话
just whenever每当 you fancied空想的.
229
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2689
所以人们当时并不能
随心所欲地打电话。
Alan:真是遗憾。
11:48
Alan艾伦: Oh, no.
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1151
女士:(咳嗽)抱歉。
11:49
Woman女人: (Coughs咳嗽) Oh, sorry.
231
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1770
(咳嗽)
11:51
(Coughs咳嗽)
232
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1269
11:52
Excuse借口 me about that.
233
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1326
不好意思。
11:53
You had to, you know,
234
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1699
当时,
11:55
confine局限 your phone电话 calls电话
to the absolute绝对 essentials要领.
235
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3225
人们只有在最有必要的时候
才能打电话。
11:59
And now, here I am, sitting坐在 in my own拥有 home
in my dressing敷料 gown still,
236
707141
5647
但是现在,我穿着睡袍,
坐在自己家里打着电话,
12:04
and using运用 the telephone电话,
isn't it wonderful精彩?
237
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2971
多棒呀!
12:07
Alan艾伦: It is. (Laughter笑声)
238
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Alan:是很棒!
(笑声)
12:10
SASA: And that's not untypical非典型 of a call
we might威力 receive接收 at our helpline热线.
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3397
SA:我们接听的电话中,
这样的情况并不少见。
12:14
That's someone有人 who really sees看到 us
as part部分 of the family家庭.
240
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2649
这些人真的把我们视为家人。
12:17
So Silver Line线, I guess猜测,
are now helping帮助 older旧的 people
241
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2485
所以 Sliver Line 像撒玛利亚会
12:20
in the same相同 way
that Samaritans撒玛利亚人 has helped帮助 me.
242
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2206
帮助我一样帮助着老年人。
接听人员每时每刻都在线,
认真聆听,完全保密,
12:22
They're there 24/7,
they're listening confidentially信任地
243
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2658
12:25
and quite相当 often经常 not giving any advice忠告.
244
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2523
一般不会提供任何建议。
12:27
How often经常 do we really ever listen
without giving advice忠告?
245
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3612
我们有多久没有
只是聆听而不提供建议了?
这真的很难。
12:31
It's actually其实 quite相当 hard.
246
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1333
12:32
Quite相当 often经常 on the phone电话 calls电话,
an older旧的 person would say,
247
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3009
我们经常会在电话上听到老年人说,
12:35
"Could you give me some advice忠告, please?"
248
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1942
“你能不能给我一些建议?”
20 分钟后,他们会说,
“谢谢你的建议”。
12:37
And 20 minutes分钟 later后来, they say,
"Thank you for your advice忠告,"
249
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2859
但其实我们根本没有提供任何建议。
12:40
and we realize实现 we haven't没有 given特定 any.
250
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1740
(笑声)
12:42
(Laughter笑声)
251
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1001
我们一直在接听,从未打断来访者,
12:43
We've我们已经 listened听了 and listened听了,
and we haven't没有 interrupted间断.
252
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2613
但是或许对于那个人来说,
我们的确提供了建议。
12:45
But to that person,
maybe we have given特定 advice忠告.
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12:48
We recently最近 conducted进行
a survey调查 at The Silver Line线
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2366
最近,我们对 The Silver Line
进行了一项反馈调查,
询问 3000 名老人对
这一热线服务的看法。
12:50
to 3,000 older旧的 people, to ask them
what they thought of the service服务.
255
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3657
12:54
And one person quite相当 simply只是
came来了 back and said,
256
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2334
其中有一个人说,
12:56
for the first time in her life,
257
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2557
她播打这个热线以后,
12:59
she had what we would call
in the sport运动 cricket蟋蟀 a wicketkeeper柳条管家,
258
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3786
人生第一次开始扮演
一名板球守门员的角色,
13:03
and what you would call
in baseball棒球, a catcher捕手.
259
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3200
或者你们说的棒球捕手那样,
13:06
I've been here 48 hours小时,
and I'm talking American美国.
260
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2397
我来这儿才两天,
说话就带有美国范儿了,
等我回到英国,
他们肯定都认不出我来了。
13:09
They will not recognize认识 me
when I get home.
261
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2015
13:11
(Laughter笑声)
262
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1524
(笑声)
13:12
But for the first time in her life,
she had that catcher捕手,
263
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2737
但是人生中第一次当这样的“捕手”,
13:15
which哪一个 is really, really important重要.
264
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1675
对她来说真的很重要。
13:17
And now it's come full充分 circle,
because actually其实,
265
785379
2649
如今 Sliver Line 成了一条完整的专线,
13:20
people that are calling调用 Silver Line线
and needing需要 a catcher捕手
266
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2683
给热线致电以
寻求帮助的人越来越多,
13:22
are now becoming变得 catchers捕手 themselves他们自己
by putting something back
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他们同样做出了相应的回馈,
如今也开始帮助他人,
13:25
and becoming变得 volunteers志愿者
and becoming变得 part部分 of our family家庭.
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他们以志愿者的身份,
加入了我们的大家庭。
13:29
So I end结束 my talk, really, where I started开始,
talking about my own拥有 personal个人 experience经验.
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就如演讲开始那样,
我也想用自己的经历结束这个演讲。
13:34
Because when I talk about my life,
I often经常 say that I've been lucky幸运.
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每次我谈论起自己的生活,都倍感幸运。
13:37
And people generally通常 ask me why.
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人们就会问为什么会感到幸运。
13:40
And it's because,
at every一切 stage阶段 of my life,
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这是因为,在我人生的每个阶段,
13:42
I have been lucky幸运 enough足够 to have someone有人
alongside并肩 me at the right time
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在关键时刻总有贵人相助,
13:47
who maybe has believed相信 in me,
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他们信任我。
13:48
which哪一个 in turn has helped帮助 me
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这种信任转而帮助我
13:50
just to believe a little bit more
in myself, which哪一个 has been so important重要.
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更加相信我自己,这真的非常重要。
13:55
And everyone大家 needs需求 a catcher捕手
at some point in their lives生活.
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每个人的生命中都要有一个“捕手”。
13:58
This is my catcher捕手.
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那么 Pam
14:00
So that's Pam帕姆.
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就是我的“捕手”。
14:02
And she answered回答 the call to me
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她在 30 多年前,
14:03
when I was that 14-year-old-岁
in the phone电话 box, over 30 years年份 ago.
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我 14 岁的时候接听了我拨打的电话。
14:08
So never, ever underestimate低估
the power功率 of a simple简单 human人的 connection连接.
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所以千万不要低估
人与人之间简单的交流,
14:14
Because it can be and so often经常 is
the power功率 to save保存 a life.
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因为它会转化为挽救生命的力量。
14:18
Thank you.
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谢谢大家。
14:19
(Applause掌声)
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(掌声)
Translated by Huang Jingwen
Reviewed by Frank Wang

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ABOUT THE SPEAKER
Sophie Andrews - Author, helpline advocate
Sophie Andrews is the CEO of The Silver Line, a 24-hour phone line that provides social connectivity for isolated senior citizens in the UK and receives approximately 1,500 calls per day.

Why you should listen

Sophie Andrews's harrowing childhood experiences, documented in her 2009 autobiography, Scarred, inspired her to become a local volunteer for the suicide prevention line Samaritans over 25 years ago, and she later served as the organization's national chairman for three years. Andrews makes regular appearances as a motivational speaker before a variety of audiences, giving talks about her life experiences and the importance of charity work.

More profile about the speaker
Sophie Andrews | Speaker | TED.com