The Way We Work
Michael C. Bush: This is what makes employees happy at work
迈克尔 C .布什: 员工享受工作的原因
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地球上有30亿劳动者，其中只有40%的人在工作中感到快乐。迈克尔 C·布什分享了他对员工不快乐的原因以及企业如何通过培养员工的满意度来提高利润的见解。
Michael C. Bush - Equity visionary
Michael C. Bush is helping to build a better world by helping organizations become great places to work for all. Full bio
Michael C. Bush is helping to build a better world by helping organizations become great places to work for all. Full bio
Double-click the English transcript below to play the video.
00:00
We survey CEOs, police officers,
truck drivers, cooks, engineers.
truck drivers, cooks, engineers.
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我们采访了CEO，警官，
卡车司机，厨师，工程师。
卡车司机，厨师，工程师。
只要是在工作的人，我们就采访他们。
00:04
If people are working,
we've surveyed them.
we've surveyed them.
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就我们知道的快乐而言：
00:06
And what we know,
in terms of their happiness:
in terms of their happiness:
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工作者想要的东西一样。
00:08
workers all want the same things.
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【我们的工作方式】
00:10
[The Way We Work]
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00:15
There's three billion
working people in the world.
working people in the world.
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全世界有30亿劳动人口。
大约40%的人说他们
在工作时感到快乐。
在工作时感到快乐。
00:17
And about 40 percent of them would say
they're happy at work.
they're happy at work.
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这意味着有18亿人或大约20亿人，
00:20
That means about 1.8 billion,
or almost two billion people,
or almost two billion people,
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在工作中并不快乐。
00:24
are not happy at work.
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这个现象
00:25
What does that do,
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对那些人和他们工作的
组织有什么影响呢？
组织有什么影响呢？
00:27
both to those people
and the organizations that they work in?
and the organizations that they work in?
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00:30
Well, let's talk about money.
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让我们来谈谈金钱。
拥有快乐员工的组织的
00:31
Organizations that have
a lot of happy employees
a lot of happy employees
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营收增速是员工不快乐的
00:34
have three times the revenue growth,
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组织的三倍。
00:36
compared to organizations
where that's not true.
where that's not true.
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它们在股票市场上的表现也高出三倍。
00:38
They outperform the stock market
by a factor of three.
by a factor of three.
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如果你看员工流动率，
00:41
And if you look at employee turnover,
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00:43
it's half that of organizations
that have a lot of unhappy employees.
that have a lot of unhappy employees.
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员工快乐的公司是不快乐公司的一半。
00:48
The miracle thing is,
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神奇的是，
00:49
you don't have to spend
more money to make this happen.
more money to make this happen.
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你不需要花很多钱就能做到这一点。
00:51
It's not about ping-pong tables
and massages and pet walking.
and massages and pet walking.
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它跟是否有乒乓球桌、
按摩服务和能遛宠物无关。
按摩服务和能遛宠物无关。
这不是福利问题。
00:54
It's not about the perks.
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这事关他们如何被他们的领导
00:56
It's all about how
they're treated by their leaders
they're treated by their leaders
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和他们的同事对待。
00:58
and by the people that they work with.
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所以我想要分享几个
创造快乐雇员的主意。
创造快乐雇员的主意。
01:00
So I'd like to share a few ideas
that create happy employees.
that create happy employees.
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主意一：
01:04
Idea number one:
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01:06
in organizations
where employees are happy,
where employees are happy,
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在员工感到快乐的组织中，
你会发现两件事情：
01:08
what you find is two things are present:
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信任和尊重。
01:10
trust and respect.
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01:12
Leaders often say,
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领导者常说，
“我们相信我们的员工。
01:13
"We trust our employees.
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01:15
We empower our employees."
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我们赋予员工权力。”
01:16
And then when an employee
needs a laptop --
needs a laptop --
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而当员工需要台笔记本电脑时——
这是个真实的例子——
01:18
and this is a true example --
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必须有15个人批准才行。
01:20
15 people have to approve that laptop.
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所以对员工而言，说的话都挺好听的，
01:22
So for the employee,
all the words are right,
all the words are right,
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01:25
but 15 levels of approval
for a $1,500 laptop?
for a $1,500 laptop?
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但一台1500美元的电脑
需要15级的审批？
需要15级的审批？
01:28
You've actually spent more money
than the laptop, on the approval.
than the laptop, on the approval.
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你其实在审批这台
电脑上花了更多的钱。
电脑上花了更多的钱。
01:32
And the employee feels
maybe they're really not trusted.
maybe they're really not trusted.
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员工会感到也许他们不是真的被信任。
01:35
So what can an organization do
to have a high level of trust?
to have a high level of trust?
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那么，一个组织如何才能
高度信任他们的员工呢？
高度信任他们的员工呢？
01:40
The first organization
that comes to mind is Four Seasons.
that comes to mind is Four Seasons.
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首先想到的是四季酒店。
它们在世界各地都有宏伟的建筑。
01:43
They have magnificent properties
all around the world.
all around the world.
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他们的雇员被告知，
01:46
And their employees are told,
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“服务客户时，尽管去
做你认为正确的事情。”
做你认为正确的事情。”
01:47
"Do whatever you think is right
when servicing the customer."
when servicing the customer."
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01:50
To hand that trust to your employees
to do whatever they think is right
to do whatever they think is right
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授权你的员工去做任何
他们觉得正确的事情
他们觉得正确的事情
01:55
makes the employees feel great.
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让他们感觉很棒。
01:56
And this is why they're known
for delivering some of the best service
for delivering some of the best service
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这就是为什么他们能够提供
世界顶级服务的原因。
02:00
in the world.
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02:01
Idea number two: fairness.
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主意二：公平。
02:03
The thing that erodes trust
in an organization
in an organization
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当员工感到自己受到了
02:07
faster than anything else
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不公平的对待时，
对组织的信任就会受到最迅速的侵蚀。
02:08
is when employees feel
that they're being treated unfairly.
that they're being treated unfairly.
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02:11
Employees want to be treated the same,
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员工想要一视同仁，
不管他们的级别，任期或年龄，
02:13
regardless of their rank
or their tenure or their age
or their tenure or their age
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02:16
or their experience or their job category,
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或经验或职业背景，
跟其他人比怎样。
02:18
compared to anyone else.
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02:20
When I think about great organizations
who get fairness right,
who get fairness right,
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当我想到那些
有公平待遇的伟大组织时，
有公平待遇的伟大组织时，
我首先想到的是Salesforce。
02:23
the first organization
that comes to mind is Salesforce.
that comes to mind is Salesforce.
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他们发现男性和女性担任同样的工作，
02:26
They found that men and women
working in the same job
working in the same job
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02:28
with the same level of proficiency
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技能熟练程度一致，
02:30
were making different amounts of money.
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收入却大相径庭。
于是很快，他们就计算了这种差异，
02:32
So immediately, they
calculated the difference,
calculated the difference,
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02:34
and they invested three million dollars
to try and balance things out.
to try and balance things out.
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并且投资了300万美元实现同工同酬。
02:39
Idea number three is listening.
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主意三：倾听。
02:41
So, to be a listener who connects
with all types of people,
with all types of people,
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要做各色人群的倾听者，
02:45
we have to unlearn a few things.
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我们需要忘记一些事情。
02:47
We've all been taught about
active listening and eye contact --
active listening and eye contact --
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我们都被教过要
积极倾听，有眼神接触——
积极倾听，有眼神接触——
02:51
an intense stare
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要认真的凝视，
02:53
and a compassionate look.
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展现出理解的表情。
这不是倾听。
02:54
That's not listening.
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重复人们说过的话——这不是倾听。
02:56
Repeating what the person says --
that's not listening.
that's not listening.
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02:59
Being humble
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保持谦卑
03:00
and always hunting and searching
for the best idea possible --
for the best idea possible --
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并一直寻找最好的点子——
这才是倾听该有的样子。
03:03
that's what listening is.
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03:05
And employees can feel
whether you're doing that or not.
whether you're doing that or not.
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员工可以感到你有没有这样做。
03:07
They want to know, when they talk to you
and share an idea,
and share an idea,
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他们想要知道，当他们
跟你交谈和分享想法时，
跟你交谈和分享想法时，
03:11
did you consider it
when you made a decision?
when you made a decision?
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你在做决定时会不会考虑？
每个人在说话时最感激和最想要的是
03:13
The one thing that everybody appreciates
and wants when they're speaking
and wants when they're speaking
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03:17
is to know that what they say
matters so much
matters so much
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知道他们想表达的信息足够重要，
可以让你改变主意。
03:21
you might actually change your mind.
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否则，谈话的意义何在？
03:23
Otherwise, what's the point
of the conversation?
of the conversation?
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03:27
We all know the things we need to change,
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我们都知道需要做出改变，
要以不同的方式处理事情。
03:29
the things that we need to do differently.
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你的行为举止，你对待别人的方式，
03:32
The way you behave,
the way you treat others,
the way you treat others,
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03:34
the way you respond, the way you support,
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你回应的方式，你支持的方式，
03:37
defines the work experience
for everyone around you.
for everyone around you.
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定义了你周围每个人的工作体验。
03:40
Changing to be a better person --
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做一个更好的人——
世界充满了这些失败。
03:42
the world is littered with those failures.
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但改变是因为你相信，
03:44
But changing because
there's something you believe in,
there's something you believe in,
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03:47
some purpose that you have,
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你肩负目标，
为此你愿意冒任何风险，
03:49
where you're willing to risk
almost everything
almost everything
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03:52
because it's so important to you --
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因为这对你相当重要——
03:54
that's the reason to change.
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这就是改变的理由。
03:55
If it's not, you should probably
find a different place to work.
find a different place to work.
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如果不是，你可能应该换个地方工作。
ABOUT THE SPEAKER
Michael C. Bush - Equity visionaryMichael C. Bush is helping to build a better world by helping organizations become great places to work for all.
Why you should listen
Michael C. Bush is CEO of Great Place to Work, the global research and analytics firm that produces the annual FORTUNE 100 Best Companies to Work For list, the 100 Best Workplaces for Women list, the Best Workplaces for Diversity list and dozens of other distinguished workplace rankings around the world.
Since 2015, Bush has expanded Great Place to Work's global mission to build a better world by helping organizations create great places to work not just for some but for all. Under his leadership, the firm has developed a higher standard of excellence that accounts for fair and equitable treatment of employees across demographic groups, as well as executive leader effectiveness, innovation and financial sustainability.
His book A Great Place to Work For All outlines the compelling business and social benefits that come from these efforts.
Michael C. Bush | Speaker | TED.com