TEDxUniversityofNevada
Christine Porath: Why being respectful to your coworkers is good for business
克里斯汀·波拉斯: 为什么对你的同事友善会对业绩有益？
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Readability: 4.2
2,637,244 views
期待在事业上取得成功？ 领导力研究者克里斯汀·波拉斯说，从对同事友善开始。在这个有科学依据的演讲中， 她分享了惊人的发现：粗鲁无礼的代价，而微小的善行可以让人们在事业获得成功，也会让公司变得更好。
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?
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你想成为谁？
00:15
It's a simple question,
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这是一个简单的问题，
00:17
and whether you know it or not,
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不管你知不知道答案，
00:19
you're answering it every day
through your actions.
through your actions.
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你每天都在用你的行动回答它。
00:22
This one question will define
your professional success
your professional success
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这一个问题会比其他的问题
更好地定义
更好地定义
00:27
more than any other,
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你事业的成功，
00:29
because how you show up
and treat people means everything.
and treat people means everything.
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因为你的表现和对待他人的方式
代表了一切。
代表了一切。
00:34
Either you lift people up
by respecting them,
by respecting them,
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不论你是举高他人
通过尊重他们
通过尊重他们
00:38
making them feel valued,
appreciated and heard,
appreciated and heard,
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使他们感到重视，
欣赏和倾听，
欣赏和倾听，
00:43
or you hold people down
by making them feel small,
by making them feel small,
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还是压制他人
通过使他们感到渺小，
通过使他们感到渺小，
00:47
insulted, disregarded or excluded.
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侮辱、忽视或排斥。
00:52
And who you choose to be means everything.
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你选择成为谁代表着一切
00:56
I study the effects
of incivility on people.
of incivility on people.
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我研究了在人类身上
不文明行为的影响。
不文明行为的影响。
00:59
What is incivility?
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什么是不文明？
01:01
It's disrespect or rudeness.
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是不尊重或者粗鲁无礼。
01:03
It includes a lot of different behaviors,
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它包含了许多不同的行为，
01:06
from mocking or belittling someone
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从嘲笑或者轻蔑某人，
01:08
to teasing people in ways that sting
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到以刺痛的方式戏弄他人，
01:10
to telling offensive jokes
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到开冒犯人的玩笑，
01:12
to texting in meetings.
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到在会议上发短信。
01:14
And what's uncivil to one person
may be absolutely fine to another.
may be absolutely fine to another.
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一个人觉得失礼的行为，
另一个来说是完全可以接受的。
另一个来说是完全可以接受的。
01:19
Take texting while someone's
speaking to you.
speaking to you.
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当别人在跟你说话的时候发短信，
01:22
Some of us may find it rude,
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我们当中的一些人
可能觉得这很无礼
可能觉得这很无礼
01:24
others may think it's absolutely civil.
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另一些人可能觉得
这完全可以接受。
这完全可以接受。
01:27
So it really depends.
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所以这真的得看情况。
01:28
It's all in the eyes of the beholder
and whether that person felt disrespected.
and whether that person felt disrespected.
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这完全取决于旁观者的看法
和那个人是否感到不尊重。
和那个人是否感到不尊重。
01:34
We may not mean to make
someone feel that way,
someone feel that way,
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我们可能并没有让某人
那么想的打算，
那么想的打算，
01:37
but when we do, it has consequences.
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但是当我们做了后，
它有了代价。
它有了代价。
01:41
Over 22 years ago,
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22多年前，
01:43
I vividly recall walking into
this stuffy hospital room.
this stuffy hospital room.
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我清楚地记得
走进这个古板的医院病房
走进这个古板的医院病房
01:47
It was heartbreaking to see my dad,
this strong, athletic, energetic guy,
this strong, athletic, energetic guy,
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我心碎的看着我爸爸这个坚强，
体格健壮，精力充沛的男人，
体格健壮，精力充沛的男人，
01:53
lying in the bed with electrodes
strapped to his bare chest.
strapped to his bare chest.
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躺在床上
电极绑在他裸露的胸膛上。
电极绑在他裸露的胸膛上。
01:58
What put him there
was work-related stress.
was work-related stress.
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使他躺在那里的
是和工作相关的压力。
是和工作相关的压力。
02:02
For over a decade,
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十多年来，
02:04
he suffered an uncivil boss.
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他有一个不文明的老板。
02:09
And for me, I thought he was
just an outlier at that time.
just an outlier at that time.
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我曾以为他只是一个特例。
02:14
But just a couple years later,
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但是仅仅几年后，
02:16
I witnessed and experienced
a lot of incivility
a lot of incivility
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在我毕业后的第一个工作内
02:19
in my first job out of college.
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我眼见和亲身遭遇了
许多不文明行为。
许多不文明行为。
02:22
I spent a year going to work every day
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我花了一年的时间每天去工作
02:24
and hearing things from coworkers like,
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和听取同事的意见，
就像
就像
02:27
"Are you an idiot?
That's not how it's done,"
That's not how it's done,"
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"你是白痴吗？
这不是这么做的"
这不是这么做的"
02:30
and, "If I wanted your opinion, I'd ask."
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和 “我如果需要你的意见，
我会问。”
我会问。”
02:35
So I did the natural thing.
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所以我做了再自然不过的事情。
02:37
I quit, and I went back to grad school
to study the effects of this.
to study the effects of this.
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辞职， 然后回到大学
研究这个对人产生的效应
研究这个对人产生的效应
02:42
There, I met Christine Pearson.
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在那里， 我认识了
克里斯廷·皮尔森，
克里斯廷·皮尔森，
02:45
And she had a theory
that small, uncivil actions
that small, uncivil actions
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她有一个理论
那些小小的， 不文明的行为，
那些小小的， 不文明的行为，
02:48
can lead to much bigger problems
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可导致更大的问题，
02:51
like aggression and violence.
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比如侵略和暴力。
02:53
We believed that incivility affected
performance and the bottom line.
performance and the bottom line.
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我们相信不礼貌行为会影响
一个人的表现和结果。
一个人的表现和结果。
02:57
So we launched a study,
and what we found was eye-opening.
and what we found was eye-opening.
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所以我们开展了一个研究，
所发现的让我们大开眼界
所发现的让我们大开眼界
03:02
We sent a survey to business school alumni
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我们寄了一个调查表给
在不同机构工作的
在不同机构工作的
03:05
working in all different organizations.
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商学院的学生，
03:07
We asked them to write a few sentences
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我们要求他们写一小段
03:09
about one experience
where they were treated rudely,
where they were treated rudely,
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关于他们被粗鲁对待，
03:13
disrespectfully or insensitively,
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不被尊重或是被无视的一段经历，
03:15
and to answer questions
about how they reacted.
about how they reacted.
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然后回答
他们当时是什么反应？
他们当时是什么反应？
03:20
One person told us about a boss
that made insulting statements like,
that made insulting statements like,
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有人告诉我们有一个老板
一直说侮辱性的话：
一直说侮辱性的话：
03:24
"That's kindergartner's work,"
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“那是幼儿园小孩的工作。”
03:26
and another tore up someone's work
in front of the entire team.
in front of the entire team.
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另一个在全队面前
把某人的工作撕毁。
把某人的工作撕毁。
03:31
And what we found is that incivility
made people less motivated:
made people less motivated:
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我们发现了那些不文明行为
会消减人们的动力，
会消减人们的动力，
03:36
66 percent cut back work efforts,
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66%的人们工作动力减少，
03:39
80 percent lost time
worrying about what happened,
worrying about what happened,
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80%的人们浪费时间
担心发生的事情，
担心发生的事情，
03:42
and 12 percent left their job.
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和12%直接辞职。
03:46
And after we published these results,
two things happened.
two things happened.
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当我们公布了这些结果后，
发生了两件事情。
发生了两件事情。
03:50
One, we got calls from organizations.
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一， 我们接到了企业的电话
03:53
Cisco read about these numbers,
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思科系统阅读了这些数据，
03:55
took just a few of these
and estimated, conservatively,
and estimated, conservatively,
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使用了其中的一些，
作了保守的估计，
作了保守的估计，
03:59
that incivility was costing them
12 million dollars a year.
12 million dollars a year.
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发现他们曾因为不文明的行为
一年损失了了1200万美元。
一年损失了了1200万美元。
04:03
The second thing that happened was,
we heard from others in our academic field
we heard from others in our academic field
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第二件发生的事情是，我们
听到了在学术界的人说：
听到了在学术界的人说：
04:08
who said, "Well, people are reporting
this, but how can you really show it?
this, but how can you really show it?
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“好吧，人们在报道它，
但是你可以真的证明它吗？
但是你可以真的证明它吗？
04:13
Does people's performance really suffer?"
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人们的表现真的会变糟吗？“
04:16
I was curious about that, too.
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我也对它很好奇。
04:19
With Amir Erez, I compared
those that experienced incivility
those that experienced incivility
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和阿米尔·埃雷兹一起， 我对比了
遭遇过不文明行为的人
遭遇过不文明行为的人
04:23
to those that didn't
experience incivility.
experience incivility.
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和不曾受到不文明行为的人。
04:26
And what we found is that those
that experience incivility
that experience incivility
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我们发现那些
受到过不文明行为的
受到过不文明行为的
04:29
do actually function much worse.
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工作真的会做得更差。
04:33
"OK," you may say. "This makes sense.
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“好吧，” 你可能会说。
“这是讲得通的。
“这是讲得通的。
04:36
After all, it's natural
that their performance suffers."
that their performance suffers."
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他们的表现会变糟
是自然的事情。”
是自然的事情。”
04:40
But what about if you're not
the one who experiences it?
the one who experiences it?
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但是如果你不是那个
经历过的人呢？
经历过的人呢？
04:44
What if you just see or hear it?
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如果你只是看到或者听到呢？
04:46
You're a witness.
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你是目击者。
04:48
We wondered if it affected witnesses, too.
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我们想知道目击者
会不会也受到影响。
会不会也受到影响。
04:51
So we conducted studies
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所以我们进行了研究
04:53
where five participants would witness
an experimenter act rudely
an experimenter act rudely
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五个参加者见证
实验者粗鲁地对待
实验者粗鲁地对待
04:56
to someone who arrived late to the study.
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一个晚到实验室的人。
04:59
The experimenter said,
"What is it with you?
"What is it with you?
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实验者说，
“你怎么回事？
“你怎么回事？
05:02
You arrive late, you're irresponsible.
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你晚到，你不负责任。
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?"
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看看你自己！ 你怎么可能
胜任现实世界里的工作？“
胜任现实世界里的工作？“
05:09
And in another study in a small group,
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在另一个小组研究中，
05:11
we tested the effects of a peer
insulting a group member.
insulting a group member.
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我们测试了同僚
侮辱一个队友的影响。
侮辱一个队友的影响。
05:15
Now, what we found was really interesting,
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现在， 我们发现了
非常令人感兴趣的
非常令人感兴趣的
05:17
because witnesses'
performance decreased, too --
performance decreased, too --
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因为目击者的表现
也降低了--
也降低了--
05:20
and not just marginally,
quite significantly.
quite significantly.
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不仅仅是轻微的，
非常显著。
非常显著。
05:26
Incivility is a bug.
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不文明是个病
05:28
It's contagious,
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会传染的病，
05:30
and we become carriers of it
just by being around it.
just by being around it.
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我们会仅仅因为在附近
而被传染
而被传染
05:34
And this isn't confined to the workplace.
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而且不只限于工作的地方。
05:37
We can catch this virus anywhere --
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随时随地我们都有可能
感染病毒，
感染病毒，
05:39
at home, online, in schools
and in our communities.
and in our communities.
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在家里， 在网上， 在学校
和在我们的社区。
和在我们的社区。
05:45
It affects our emotions,
our motivation, our performance
our motivation, our performance
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它会影响我们的心情，
动力，表现
动力，表现
05:49
and how we treat others.
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和怎么对待他人。
05:51
It even affects our attention
and can take some of our brainpower.
and can take some of our brainpower.
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它甚至会影响我们的注意力
和剥夺一些脑力。
和剥夺一些脑力。
05:56
And this happens not only
if we experience incivility
if we experience incivility
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它的发生不仅仅是
因为我们经历过
因为我们经历过
05:59
or we witness it.
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或者目睹过不文明，
06:01
It can happen even if we
just see or read rude words.
just see or read rude words.
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它甚至会因为我们
看过或者读过粗鲁的话而发生。
看过或者读过粗鲁的话而发生。
06:06
Let me give you an example of what I mean.
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让我给你们打个比喻。
06:09
To test this, we gave people
combinations of words
combinations of words
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为了证明这个， 我们给了别人
一些词的组合
一些词的组合
06:12
to use to make a sentence.
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让他们造句。
06:14
But we were very sneaky.
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但是我们非常狡猾。
06:16
Half the participants got a list
with 15 words used to trigger rudeness:
with 15 words used to trigger rudeness:
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有一半的参与者收到一个
触发粗鲁的十五个词的列表:
触发粗鲁的十五个词的列表:
06:22
impolitely, interrupt, obnoxious, bother.
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没礼貌， 打断，
惹人厌，打扰。
惹人厌，打扰。
06:27
Half the participants
received a list of words
received a list of words
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另一半的参与者收到了
不会触发粗鲁的词的列表。
不会触发粗鲁的词的列表。
06:30
with none of these rude triggers.
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06:32
And what we found was really surprising,
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我们的发现令人惊讶，
06:35
because the people who got the rude words
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因为收到粗鲁词的人们
06:38
were five times more likely to miss
information right in front of them
information right in front of them
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在电脑屏幕前
漏掉信息的可能性
漏掉信息的可能性
比其他人多出了五倍。
06:42
on the computer screen.
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06:44
And as we continued this research,
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当我们继续这个研究时，
06:46
what we found is that those
that read the rude words
that read the rude words
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我们还发现了那些读过
粗鲁词的人们
粗鲁词的人们
06:50
took longer to make decisions,
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需要更长的时间
做决定，
做决定，
06:52
to record their decisions,
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记录决定，
06:53
and they made significantly more errors.
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而且他们明显犯了更多的错误。
06:57
This can be a big deal,
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这非常重要，
06:58
especially when it comes
to life-and-death situations.
to life-and-death situations.
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尤其是在
生和死的局面里。
生和死的局面里。
07:02
Steve, a physician, told me
about a doctor that he worked with
about a doctor that he worked with
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史蒂夫， 一名从医者，
曾告诉过我关于一名
曾告诉过我关于一名
07:06
who was never very respectful,
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他曾一起工作过的医生。
他从来不尊重别人，
他从来不尊重别人，
07:08
especially to junior staff and nurses.
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尤其是对资历较浅的员工和护士。
07:11
But Steve told me about
this one particular interaction
this one particular interaction
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但是史蒂夫告诉我
有一次，
有一次，
07:14
where this doctor shouted
at a medical team.
at a medical team.
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那个医生对团队大声训斥。
07:18
Right after the interaction,
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刚好在那之后，
07:20
the team gave the wrong dosage
of medication to their patient.
of medication to their patient.
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团队开了错的药的剂量
给他们的患者。
给他们的患者。
07:25
Steve said the information
was right there on the chart,
was right there on the chart,
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史蒂夫说所有信息就在图表上，
07:29
but somehow everyone
on the team missed it.
on the team missed it.
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但是不知道怎么的
团队里的每个人都错过了它。
团队里的每个人都错过了它。
07:33
He said they lacked the attention
or awareness to take it into account.
or awareness to take it into account.
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他说他们缺乏注意力，
也没有考虑全信息的意识。
也没有考虑全信息的意识。
07:37
Simple mistake, right?
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不过是个简单的错误， 对吗？
07:39
Well, that patient died.
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嗯， 那个患者死了。
07:42
Researchers in Israel have actually shown
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以色列的研究者们发现
07:45
that medical teams exposed to rudeness
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承受过粗鲁行为的
医疗团队
医疗团队
07:48
perform worse not only
in all their diagnostics,
in all their diagnostics,
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不仅仅是在他们
所有的诊断上表现差，
所有的诊断上表现差，
07:51
but in all the procedures they did.
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而是在所有他们做过的事情上
表现差。
表现差。
07:54
This was mainly because
the teams exposed to rudeness
the teams exposed to rudeness
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最主要是因为
被粗鲁对待过的团队
被粗鲁对待过的团队
07:57
didn't share information as readily,
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不会乐意共享信息，
08:00
and they stopped seeking
help from their teammates.
help from their teammates.
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他们还会停止寻求队友帮助。
08:03
And I see this not only in medicine
but in all industries.
but in all industries.
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我并不只是在医疗行业上看到
而是在所有的行业里。
而是在所有的行业里。
08:08
So if incivility has such a huge cost,
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所以如果不文明
有这么大的代价的话，
有这么大的代价的话，
08:11
why do we still see so much of it?
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它为什么还这么常见？
08:14
I was curious, so we surveyed
people about this, too.
people about this, too.
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我很好奇， 所以我们也
做了关于这个的问卷调查。
做了关于这个的问卷调查。
08:18
The number one reason is stress.
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最重要的原因是压力，
08:20
People feel overwhelmed.
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人们感到被压垮了。
08:23
The other reason that people
are not more civil
are not more civil
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人们不再文明还因为
08:26
is because they're skeptical
and even concerned
and even concerned
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他们持怀疑态度，
甚至担心
甚至担心
08:29
about being civil or appearing nice.
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成为文明或者好相处的人。
08:32
They believe they'll appear
less leader-like.
less leader-like.
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他们坚信他们会看起来
不像领导者。
不像领导者。
08:34
They wonder: Do nice guys finish last?
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他们自问: 好相处的人们
真会坚持到最后吗？
真会坚持到最后吗？
08:38
Or in other words: Do jerks get ahead?
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或者说: 混蛋难道不一直会领先吗？
08:41
(Laughter)
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（笑声）
08:43
It's easy to think so,
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很容易会这么想，
08:44
especially when we see
a few prominent examples
a few prominent examples
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尤其是当我们看到
几个少数突出
几个少数突出
08:47
that dominate the conversation.
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主导谈话的例子。
08:50
Well, it turns out,
in the long run, they don't.
in the long run, they don't.
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事实证明， 从长远来看，
他们并没有。
他们并没有。
08:54
There's really rich research on this
by Morgan McCall and Michael Lombardo
by Morgan McCall and Michael Lombardo
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摩根·麦考尔和迈克尔·隆巴尔多，
当他们在创意领导中心的时候，
当他们在创意领导中心的时候，
08:58
when they were at
the Center for Creative Leadership.
the Center for Creative Leadership.
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对此进行了丰富的研究。
09:00
They found that the number one reason
tied to executive failure
tied to executive failure
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他们发现与执行失败相关的
主要原因是
主要原因是
09:05
was an insensitive, abrasive
or bullying style.
or bullying style.
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一种不理智，使人厌烦的
或者欺凌的风格。
或者欺凌的风格。
09:10
There will always be some outliers
that succeed despite their incivility.
that succeed despite their incivility.
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当然总会有一些例外，
即使他们不文明也成功了。
即使他们不文明也成功了。
09:14
Sooner or later, though,
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早晚有一天，
09:16
most uncivil people
sabotage their success.
sabotage their success.
167
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大部分的不文明
会阻扰他们的成就。
会阻扰他们的成就。
09:20
For example, with uncivil executives,
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比如，不文明的领导，
09:22
it comes back to hurt them
when they're in a place of weakness
when they're in a place of weakness
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当他们处于弱势
或者需要东西时
或者需要东西时
09:25
or they need something.
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就惨了。
09:26
People won't have their backs.
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1786
因为别人不会支持他们。
09:29
But what about nice guys?
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那些好人呢？
09:31
Does civility pay?
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文明有回报吗？
09:33
Yes, it does.
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当然有。
09:35
And being civil doesn't just mean
that you're not a jerk.
that you're not a jerk.
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文明不代表你不是一个混蛋，
09:40
Not holding someone down
isn't the same as lifting them up.
isn't the same as lifting them up.
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不轻视别人和鼓舞人们不一样。
09:44
Being truly civil means
doing the small things,
doing the small things,
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真正的文明代表
做好小细节，
做好小细节，
09:47
like smiling and saying
hello in the hallway,
hello in the hallway,
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3050
就像在过道微笑和打招呼，
09:50
listening fully when
someone's speaking to you.
someone's speaking to you.
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当别人跟你讲话时专注地倾听。
09:54
Now, you can have strong opinions,
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现在，你可以有强烈的意见，
09:56
disagree, have conflict
or give negative feedback civilly,
or give negative feedback civilly,
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不同意他人，与他人起冲突或者
文明地给别人负面的反馈，
文明地给别人负面的反馈，
10:01
with respect.
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前提是要尊重别人。
10:02
Some people call it "radical candor,"
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有些人叫它“彻底的坦率” ，
10:05
where you care personally,
184
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就是你关心对方，
10:06
but you challenge directly.
185
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1771
同时也可以挑战对方。
10:09
So yes, civility pays.
186
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2413
所以， 是的， 文明是有回报的。
10:12
In a biotechnology firm,
colleagues and I found
colleagues and I found
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在一个生物技术公司，
我和我同事发现
我和我同事发现
10:15
that those that were seen as civil
188
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2075
那些被公认为文明的人
10:17
were twice as likely
to be viewed as leaders,
to be viewed as leaders,
189
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2637
被视为领导的可能性有两倍
10:20
and they performed significantly better.
190
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2298
而且他们的表现明显较好。
10:23
Why does civility pay?
191
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1977
为什么文明有回报？
10:25
Because people see you
as an important -- and a powerful --
as an important -- and a powerful --
192
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4748
因为别人会看你是一个
重要的和强大的人
重要的和强大的人
10:29
unique combination
of two key characteristics:
of two key characteristics:
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3703
结合两个特征的独一无二的组合：
10:33
warm and competent, friendly and smart.
194
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3075
热情和能干， 友好和聪明。
10:37
In other words, being civil
isn't just about motivating others.
isn't just about motivating others.
195
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4500
用别的话来说，
文明不只可以激励别人
文明不只可以激励别人
10:41
It's about you.
196
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1260
也是为了自己。
10:43
If you're civil, you're more likely
to be seen as a leader.
to be seen as a leader.
197
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3507
如果你文明，
你更有可能被看成一位领导者。
你更有可能被看成一位领导者。
10:47
You'll perform better, and you're seen
as warm and competent.
as warm and competent.
198
635174
3183
你会表现得更好，
同时看起来更热情和能干。
同时看起来更热情和能干。
10:51
But there's an even bigger story
about how civility pays,
about how civility pays,
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3708
文明的回报不止于此，
10:55
and it ties to one of the most
important questions around leadership:
important questions around leadership:
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4018
它与领导力最重要的问题息息相关：
11:00
What do people want most
from their leaders?
from their leaders?
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2886
大家从领导那里最想得到什么？
11:03
We took data from over
20,000 employees around the world,
20,000 employees around the world,
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3713
我们取了全世界2万员工的数据，
11:07
and we found the answer was simple:
203
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2005
找到的答案很简单：
11:10
respect.
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尊重、
11:12
Being treated with respect
was more important
was more important
205
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3206
被尊重对待
11:15
than recognition and appreciation,
206
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2496
比认识和欣赏，
11:18
useful feedback,
207
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1555
比有效的反馈
11:20
even opportunities for learning.
208
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1937
甚至比学习的机会更重要。
11:22
Those that felt respected were healthier,
209
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3707
那些感到被尊重对待的人更健康，
11:26
more focused,
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1375
更集中，
11:27
more likely to stay
with their organization
with their organization
211
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2506
更有可能留在机构里
11:30
and far more engaged.
212
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2038
和更投入。
11:34
So where do you start?
213
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1675
所以你该从哪里开始？
11:36
How can you lift people up
and make people feel respected?
and make people feel respected?
214
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3520
你要怎么让别人振作起来
和让他们感到尊重？
和让他们感到尊重？
11:40
Well, the nice thing is,
it doesn't require a huge shift.
it doesn't require a huge shift.
215
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3067
值得高兴的是，
它不需要很大的改变。
它不需要很大的改变。
11:43
Small things can make a big difference.
216
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2546
做小小的事情可以有很大的改变。
11:47
I found that thanking people,
217
695108
2658
我发现学会感恩，
11:49
sharing credit,
218
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1466
分享功劳，
11:51
listening attentively,
219
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1732
专注的聆听，
11:53
humbly asking questions,
220
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2429
谦虚的提问，
11:56
acknowledging others and smiling
221
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2715
认可他人和微笑
11:58
has an impact.
222
706855
1388
都是有影响的。
12:01
Patrick Quinlan, former CEO
of Ochsner Health [System],
of Ochsner Health [System],
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3735
帕特里克·昆兰，奥斯纳
健康系统的前执行首席官，
健康系统的前执行首席官，
12:05
told me about the effects
of their 10-5 way,
of their 10-5 way,
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713256
2857
曾告诉过我他们的
“10-5步”的方法，
“10-5步”的方法，
12:08
where if you're within 10 feet of someone,
225
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2258
当你跟某人在十英尺的距离内，
12:10
you make eye contact and smile,
226
718419
2650
你要和他对视微笑，
12:13
and if you're within five feet,
227
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1672
当你们在五英尺的距离内
12:14
you say hello.
228
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1293
你要说你好。
12:16
He explained that civility spread,
229
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2660
他说文明行为扩展了，
12:19
patient satisfaction scores rose,
230
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2406
患者的满足指数提升了，
12:21
as did patient referrals.
231
729835
1896
患者的推荐指数也上升了。
12:24
Civility and respect can be used
to boost an organization's performance.
to boost an organization's performance.
232
732916
4296
文明和尊重可以促进
机构的业绩。
机构的业绩。
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,
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5748
当我的朋友道格·康南特在2011
出任坎贝尔公司的首席执行官时，
出任坎贝尔公司的首席执行官时，
12:35
the company's market share
had just dropped in half.
had just dropped in half.
234
743580
2927
公司的股票刚跌了一半，
12:38
Sales were declining,
235
746531
1675
销售在往下跌，
12:40
lots of people had just been laid off.
236
748230
2609
很多人被解雇了。
12:42
A Gallup manager said it was
the least engaged organization
the least engaged organization
237
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3824
一位盖洛普经理表示
在他们的调查历史中，
在他们的调查历史中，
12:46
that they had surveyed.
238
754711
1346
这是最不受欢迎的组织。
12:48
And as Doug drove up
to work his first day,
to work his first day,
239
756969
2925
当道格第一天开车去上班时，
12:51
he noticed that the headquarters
was surrounded by barbwire fence.
was surrounded by barbwire fence.
240
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3974
他发现总公司被
铁钢丝的围墙包围，
铁钢丝的围墙包围，
12:56
There were guard towers
in the parking lot.
in the parking lot.
241
764313
2581
停车场里有警卫塔。
12:59
He said it looked like
a minimum security prison.
a minimum security prison.
242
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3637
他说就像一个
小小的安全监狱。
小小的安全监狱。
13:03
It felt toxic.
243
771436
1811
他感觉非常有害。
13:06
Within five years, Doug
had turned things around.
had turned things around.
244
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2950
在五年内，道格
改变了很多东西，
改变了很多东西，
13:10
And within nine years, they were setting
all-time performance records
all-time performance records
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778182
3558
在九年内， 他们突破了
空前的业绩记录，
空前的业绩记录，
13:13
and racking up awards,
including best place to work.
including best place to work.
246
781764
2955
并获得奖项，
包括最好的工作场所。
包括最好的工作场所。
13:17
How did he do it?
247
785449
1293
他是怎么做到的？
13:19
On day one, Doug told employees
248
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2427
第一天，道格就跟员工说
13:21
that he was going to have
high standards for performance,
high standards for performance,
249
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2667
他会有很高的业绩标准，
13:24
but they were going
to do it with civility.
to do it with civility.
250
792558
2085
但是我们要文明地达到它。
13:26
He walked the talk,
and he expected his leaders to.
and he expected his leaders to.
251
794667
3226
他带头表态， 同时
他也希望他的领导们也能这样。
他也希望他的领导们也能这样。
13:30
For Doug, it all came down
to being tough-minded on standards
to being tough-minded on standards
252
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4715
对于Doug来说， 这一切
都是对标准的坚韧
都是对标准的坚韧
13:35
and tenderhearted with people.
253
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1884
和温厚的待人。
13:38
For him, he said it was all about
these touch points,
these touch points,
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3213
对于他来说，
这全是关于这些接触点
这全是关于这些接触点
13:41
or these daily interactions
he had with employees,
he had with employees,
255
809356
3207
或者他和员工的这些日常互动，
13:44
whether in the hallway,
in the cafeteria or in meetings.
in the cafeteria or in meetings.
256
812587
3930
不论是在走廊，
在咖啡厅或者在会议室。
在咖啡厅或者在会议室。
13:49
And if he handled each touch point well,
257
817064
2678
如果他处理好每个接触点，
13:51
he'd make employees feel valued.
258
819766
2128
他会使员工感到有价值。
13:55
Another way that Doug
made employees feel valued
made employees feel valued
259
823089
3515
道格还有一个使他员工感到被重视，
13:58
and showed them that
he was paying attention
he was paying attention
260
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2396
让员工知道他有心方法：
14:01
is that he handwrote over 30,000
thank-you notes to employees.
thank-you notes to employees.
261
829048
5363
他给他的员工们手写了
三万张感谢条。
三万张感谢条。
14:06
And this set an example for other leaders.
262
834949
2341
这给其他领导人树立了榜样。
14:10
Leaders have about 400
of these touch points a day.
of these touch points a day.
263
838456
3685
他们每天大概有
400个这样的接触点，
400个这样的接触点，
14:14
Most don't take long,
less than two minutes each.
less than two minutes each.
264
842165
3348
大部分都不长，少于两分钟，
14:17
The key is to be agile and mindful
in each of these moments.
in each of these moments.
265
845537
4307
重点是在每个时刻
保持敏捷和专注。
保持敏捷和专注。
14:22
Civility lifts people.
266
850933
1730
文明能鼓励人们。
14:25
We'll get people to give more
and function at their best
and function at their best
267
853179
3485
我们会让热门更好的
发挥他们的作用，
发挥他们的作用，
14:28
if we're civil.
268
856688
1158
如果我们用文明的方式。
14:30
Incivility chips away at people
and their performance.
and their performance.
269
858528
3147
不文明会一点点消耗人
并影响他们的业绩，
并影响他们的业绩，
14:33
It robs people of their potential,
270
861699
2261
它剥夺了人们的潜能，
14:35
even if they're just working around it.
271
863984
2025
即便是一旁工作的人也一样。
14:39
What I know from my research is that
when we have more civil environments,
when we have more civil environments,
272
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4288
我从我的研究中了解到的是
当我们有更文明的环境时
当我们有更文明的环境时
14:43
we're more productive, creative,
helpful, happy and healthy.
helpful, happy and healthy.
273
871313
5456
我们更有效率，更有创造力，
更愿意帮助别人，更快乐和更健康。
更愿意帮助别人，更快乐和更健康。
14:49
We can do better.
274
877428
1440
我们可以做的更好。
14:51
Each one of us can be more mindful
275
879479
3008
我们中的每个人可以更小心，
14:54
and can take actions
to lift others up around us,
to lift others up around us,
276
882511
3570
也可以采取行动提升
我们身边的每个人，
我们身边的每个人，
14:58
at work, at home, online,
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在工作上， 在家里， 在网上，
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in schools
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在学校里
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and in our communities.
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和在我们的社区里。
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In every interaction, think:
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在每个互动里，想一下
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Who do you want to be?
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你想成为谁？
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Let's put an end to incivility bug
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让我们结束不文明,
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and start spreading civility.
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和开始扩散文明。
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After all, it pays.
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最后的最后， 它是有回报的
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Thank you.
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谢谢。
15:19
(Applause)
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（掌声）
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