TED@UPS
Regina Hartley: Why the best hire might not have the perfect resume
芮吉娜．哈特利: 為什麼最棒的聘僱或許沒有完美的履歷表
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受命在有著完美履歷以及一路吃苦過來的求職者們之間的選擇，人資主管芮吉娜‧哈特利總是給予不向命運低頭者一個機會。身為一個在逆境中長大的小人物，芮吉娜清楚在社會最陰暗處綻放生機的那些人稟賦著膽量在不停變化的職場去提防。她說道：「選擇被低估的角逐者，他們的秘密武器是熱情與企圖心。」、「聘請不向命運低頭者！」
Regina Hartley - Human resources expert
Regina Hartley thinks that those who don't always look good on paper may be just the person you need to hire. Full bio
Regina Hartley thinks that those who don't always look good on paper may be just the person you need to hire. Full bio
Double-click the English transcript below to play the video.
00:12
Your company launches
a search for an open position.
a search for an open position.
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你的公司為一個開缺的職位發佈徵才，
00:16
The applications start rolling in,
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申請書開始不斷湧入，
00:19
and the qualified candidates
are identified.
are identified.
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而且合格的人選們已經敲定了，
00:22
Now the choosing begins.
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現在挑選要開始了。
00:25
Person A: Ivy League,
4.0, flawless resume,
4.0, flawless resume,
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甲生－常春藤聯盟、
GPA成績 4.0、
GPA成績 4.0、
無從挑剔的履歷表、很棒的推薦信，
00:31
great recommendations.
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00:33
All the right stuff.
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全都是好樣的玩意兒；
00:35
Person B: state school,
fair amount of job hopping,
fair amount of job hopping,
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乙生－州立大學、相當多次的轉職，
00:40
and odd jobs like cashier
and singing waitress.
and singing waitress.
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以及出人意表的工作
像是收銀員跟伴唱女服務生，
像是收銀員跟伴唱女服務生，
00:45
But remember -- both are qualified.
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但是記好了－兩者皆符合資格的，
00:49
So I ask you:
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所以我問你們：
00:51
who are you going to pick?
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你們打算挑哪位呢？
00:53
My colleagues and I created
very official terms
very official terms
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我與同事們創造了很官派的用詞
00:57
to describe two distinct
categories of candidates.
categories of candidates.
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來描述兩類涇渭分明的人選，
01:01
We call A "the Silver Spoon,"
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我們把甲生叫「天之驕子」，
01:05
the one who clearly had advantages
and was destined for success.
and was destined for success.
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這類人帶有明顯的優勢
而且註定了功成名就；
而且註定了功成名就；
01:10
And we call B "the Scrapper,"
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我們叫乙生「不向命運低頭者」，
01:13
the one who had to fight
against tremendous odds
against tremendous odds
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這個人需要抗抵重重險阻
01:16
to get to the same point.
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才能達到相同的位階；
01:20
You just heard a human resources
director refer to people
director refer to people
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你剛才聽到了一位人資主管
把人說成銀湯匙跟拳賽手套－
01:23
as Silver Spoons and Scrappers --
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01:25
(Laughter)
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（笑聲）
01:26
which is not exactly politically correct
and sounds a bit judgmental.
and sounds a bit judgmental.
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這種說法並非全然不帶偏見的，
而且聽起來有點武斷；
而且聽起來有點武斷；
01:30
But before my human resources
certification gets revoked --
certification gets revoked --
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但是在我的人資專業認證被吊銷前－
01:35
(Laughter)
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（笑聲）
01:36
let me explain.
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我來說明一下吧。
01:38
A resume tells a story.
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一份履歷表訴說著一則故事，
01:41
And over the years, I've learned
something about people
something about people
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而長年下來我已經學到了一些事情－
01:44
whose experiences read
like a patchwork quilt,
like a patchwork quilt,
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關於經歷看起來五花八門的人，
01:47
that makes me stop and fully consider them
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使得我在把他們的履歷扔至一旁前
01:51
before tossing their resumes away.
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停下來好生考量他們。
01:54
A series of odd jobs may indicate
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一長串出人意表的工作
或許表示了容易變卦、
或許表示了容易變卦、
01:57
inconsistency, lack of focus,
unpredictability.
unpredictability.
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欠缺目標、意料之外；
02:02
Or it may signal a committed
struggle against obstacles.
struggle against obstacles.
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或是也許代表著堅定的拼命抗衡障礙，
02:07
At the very least, the Scrapper
deserves an interview.
deserves an interview.
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最起碼不向命運低頭者
值得有一次面試機會。
值得有一次面試機會。
02:12
To be clear,
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說清楚了－
02:14
I don't hold anything
against the Silver Spoon;
against the Silver Spoon;
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我對天之驕子不具任何成見，
02:17
getting into and graduating
from an elite university
from an elite university
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進入以及從頂尖大學畢業
02:20
takes a lot of hard work and sacrifice.
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要下很多苦工以及割捨，
02:24
But if your whole life has been
engineered toward success,
engineered toward success,
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不過要是你的整個人生已經被
精心鋪排好朝向功成名就，
精心鋪排好朝向功成名就，
02:28
how will you handle the tough times?
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你將會如何應付苦日子呢？
02:31
One person I hired felt that
because he attended an elite university,
because he attended an elite university,
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我聘請過的一個人覺得
因為他進入了頂尖大學
因為他進入了頂尖大學
02:35
there were certain assignments
that were beneath him,
that were beneath him,
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有些工作是屈就了他的，
02:38
like temporarily doing manual labor
to better understand an operation.
to better understand an operation.
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好比暫時性地幹點賣力活兒
來更加瞭解一個作業，
來更加瞭解一個作業，
02:44
Eventually, he quit.
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到頭來他離職了。
02:47
But on the flip side,
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但是反過來說－
02:50
what happens when your whole life
is destined for failure
is destined for failure
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當你的整個人生註定要灰頭土臉
02:54
and you actually succeed?
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而你其實是得償所願的又如何呢？
02:57
I want to urge you
to interview the Scrapper.
to interview the Scrapper.
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我要建請你們去面試不向命運低頭者，
03:02
I know a lot about this
because I am a Scrapper.
because I am a Scrapper.
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我對這事瞭解很多－
因為我就是個不向命運低頭的人；
因為我就是個不向命運低頭的人；
03:07
Before I was born,
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在我出生之前
03:09
my father was diagnosed
with paranoid schizophrenia,
with paranoid schizophrenia,
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我的父親被診斷出有偏執型妄想症，
03:13
and he couldn't hold a job
in spite of his brilliance.
in spite of his brilliance.
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即便他才華橫溢，
也不能守住一份工作，
也不能守住一份工作，
03:17
Our lives were one part "Cuckoo's Nest,"
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我們的日子是部份「飛越杜鵑窩」、
03:20
one part "Awakenings"
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部份「無語問蒼天」，
03:23
and one part "A Beautiful Mind."
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以及部份「美麗境界」。
03:25
(Laughter)
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（笑聲）
03:28
I'm the fourth of five children
raised by a single mother
raised by a single mother
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我是被單親媽媽在紐約市布魯克林區
03:32
in a rough neighborhood
in Brooklyn, New York.
in Brooklyn, New York.
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一個破落、不平靜之社區扶
養大的五個孩子裡的老四，
養大的五個孩子裡的老四，
03:35
We never owned a home,
a car, a washing machine,
a car, a washing machine,
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我們從未有過家宅、車子、洗衣機，
03:40
and for most of my childhood,
we didn't even have a telephone.
we didn't even have a telephone.
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而且我大部份的童年裡
我們甚至沒有一支電話。
我們甚至沒有一支電話。
03:45
So I was highly motivated
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所以我深深受到激勵去搞懂
商務成功與不向命運低頭者的關聯，
商務成功與不向命運低頭者的關聯，
03:46
to understand the relationship
between business success and Scrappers,
between business success and Scrappers,
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03:50
because my life could easily
have turned out very differently.
have turned out very differently.
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因為我的日子能夠輕易地天差地別，
03:56
As I met successful business people
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當我遇見成功的商務人士
03:58
and read profiles of high-powered leaders,
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以及看高度權威型領導人的檔案時，
04:02
I noticed some commonality.
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我留意到一些共同特質。
04:04
Many of them had experienced
early hardships,
early hardships,
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他們很多人都嚐受過早先的苦日子，
04:08
anywhere from poverty, abandonment,
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來自貧困、棄養、年幼失親、
04:12
death of a parent while young,
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04:14
to learning disabilities,
alcoholism and violence.
alcoholism and violence.
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到學習障礙、酗酒和暴力的任何角落。
04:18
The conventional thinking has been
that trauma leads to distress,
that trauma leads to distress,
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傳統的想法是精神創傷導致了苦悶，
04:23
and there's been a lot of focus
on the resulting dysfunction.
on the resulting dysfunction.
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一直有著許多注意力焦點
放在造成這些的家庭不健全；
放在造成這些的家庭不健全；
04:26
But during studies of dysfunction,
data revealed an unexpected insight:
data revealed an unexpected insight:
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但是在研究家庭不健全的時候，
數據資料顯現一個意料之外的真諦：
數據資料顯現一個意料之外的真諦：
04:32
that even the worst circumstances
can result in growth and transformation.
can result in growth and transformation.
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即便最不堪的環境
也能夠引發成長與轉變。
也能夠引發成長與轉變。
04:38
A remarkable and counterintuitive
phenomenon has been discovered,
phenomenon has been discovered,
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一個值得注意以及違背常理的
現象已經被找出來了，
現象已經被找出來了，
04:42
which scientists call
Post Traumatic Growth.
Post Traumatic Growth.
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科學家們稱其為「創傷後成長」。
04:47
In one study designed to measure
the effects of adversity
the effects of adversity
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一個設計來衡量困境對處境堪慮的孩子們
04:50
on children at risk,
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有何影響的研究裡，
04:52
among a subset of 698 children
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在 698 個孩童遭受最惡劣
04:57
who experienced the most severe
and extreme conditions,
and extreme conditions,
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和最極端之條件下的樣本子集裡，
05:01
fully one-third grew up to lead healthy,
successful and productive lives.
successful and productive lives.
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足足有 1/3 多之人長大過著健康、
成功、有產出的生活；
成功、有產出的生活；
05:08
In spite of everything and against
tremendous odds, they succeeded.
tremendous odds, they succeeded.
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即便一切不如人意以及重重險阻，
他們最終得償所願－
他們最終得償所願－
05:13
One-third.
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有 1/3 的人喔！
05:15
Take this resume.
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就拿這份履歷表來說吧，
05:17
This guy's parents
give him up for adoption.
give him up for adoption.
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這傢伙被父母遺棄受人領養，
05:20
He never finishes college.
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他從來沒讀完大學，
05:23
He job-hops quite a bit,
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他換工作換得有點兇，
05:25
goes on a sojourn to India for a year,
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到印度去逗留了一年，
05:28
and to top it off, he has dyslexia.
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雪上加霜的是他還有著閱讀障礙，
05:32
Would you hire this guy?
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你會聘請這個傢伙嗎？
05:34
His name is Steve Jobs.
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他的名字是史帝夫．賈伯斯！
05:38
In a study of the world's
most highly successful entrepreneurs,
most highly successful entrepreneurs,
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一個對世界上最成功之企業家的研究裡
05:42
it turns out a disproportionate
number have dyslexia.
number have dyslexia.
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最終發現高出正常比例的
人數都有閱讀障礙－
人數都有閱讀障礙－
05:46
In the US,
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在美國 35％的企業家
被研究發現到有閱讀障礙。
被研究發現到有閱讀障礙。
05:48
35 percent of the entrepreneurs
studied had dyslexia.
studied had dyslexia.
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05:52
What's remarkable --
among those entrepreneurs
among those entrepreneurs
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有什麼值得注意的呢？
在身歷創傷後成長的那些企業家之中，
05:56
who experience post traumatic growth,
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05:59
they now view their learning disability
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他們現在把他們的學習障礙
06:03
as a desirable difficulty
which provided them an advantage
which provided them an advantage
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當成甘願受的一個難題－
這給他們帶來一個利基，
這給他們帶來一個利基，
06:07
because they became better listeners
and paid greater attention to detail.
and paid greater attention to detail.
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因為他們成為了更好的聆聽者
以及對細節付出更多注意力。
以及對細節付出更多注意力。
06:13
They don't think they are who they are
in spite of adversity,
in spite of adversity,
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他們不認為不受困境所累
他們還會是今天的自己，
他們還會是今天的自己，
06:18
they know they are who they are
because of adversity.
because of adversity.
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正因為困境他們認清了自己；
06:23
They embrace their trauma and hardships
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他們接納了精神創傷和苦日子，
06:25
as key elements of who they've become,
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作為他們轉變成誰的重要元素，
06:28
and know that without those experiences,
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而且知道沒了這些經驗
06:31
they might not have developed
the muscle and grit required
the muscle and grit required
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他們或許無法培養出所需的
實力與魄力以獲得成功。
實力與魄力以獲得成功。
06:34
to become successful.
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06:38
One of my colleagues
had his life completely upended
had his life completely upended
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在 1966 年的中國「文化大革命」
06:41
as a result of the Chinese
Cultural Revolution in 1966.
Cultural Revolution in 1966.
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結果我一位同事的人生
徹底天翻地覆，
徹底天翻地覆，
06:46
At age 13, his parents were relocated
to the countryside,
to the countryside,
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在 13 歲大時他的雙親被發配到邊疆、
06:51
the schools were closed
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學校被關閉了，
06:54
and he was left alone in Beijing
to fend for himself until 16,
to fend for himself until 16,
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而他獨自一人被留在北京
自生自滅直到 16 歲大，
自生自滅直到 16 歲大，
06:59
when he got a job in a clothing factory.
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到他在成衣廠得到了一份差事時。
07:01
But instead of accepting his fate,
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非旦沒有接受他的命運，
07:04
he made a resolution that he would
continue his formal education.
continue his formal education.
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他下定決心會繼續修習學校課業。
07:09
Eleven years later, when
the political landscape changed,
the political landscape changed,
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11 年後當政治風氣改變了，
07:13
he heard about a highly selective
university admissions test.
university admissions test.
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他聽到有個極難入選的大學招生考試，
07:18
He had three months to learn
the entire curriculum
the entire curriculum
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他有三個月來修習全部
國中與高中的課程；
國中與高中的課程；
07:22
of middle and high school.
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07:24
So, every day he came home
from the factory,
from the factory,
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所以每一天他從工廠回到家、
07:28
took a nap, studied until 4am,
went back to work
went back to work
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打個小盹、讀書到凌晨四點、
接著回去上班，
接著回去上班，
07:33
and repeated this cycle
every day for three months.
every day for three months.
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長達三個月來每天重複這個作息。
07:38
He did it, he succeeded.
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這麼做他成功了，
07:41
His commitment to his education
was unwavering, and he never lost hope.
was unwavering, and he never lost hope.
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他對求學的力行是堅定不移的，
而且從來不曾喪志，
而且從來不曾喪志，
07:47
Today, he holds a master's degree,
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如今他持有碩士的學位，
07:50
and his daughters each have degrees
from Cornell and Harvard.
from Cornell and Harvard.
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而且他的女兒們各自持有
康乃爾與哈佛的學位。
康乃爾與哈佛的學位。
07:55
Scrappers are propelled by the belief
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不向命運低頭者受該信念所驅策－
07:58
that the only person you have
full control over is yourself.
full control over is yourself.
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「唯一你可以完全控制的人就是自己」
08:03
When things don't turn out well,
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當事情不太妙時，
不向命運低頭者們問自己：
不向命運低頭者們問自己：
08:05
Scrappers ask, "What can I do differently
to create a better result?"
to create a better result?"
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「我可以做哪些不同的事情
去創造更好的結果呢？」
去創造更好的結果呢？」
08:11
Scrappers have a sense of purpose
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不向命運低頭者們們有明智的目標，
08:13
that prevents them
from giving up on themselves,
from giving up on themselves,
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避免他們自我放棄；
08:16
kind of like if you've survived poverty,
a crazy father and several muggings,
a crazy father and several muggings,
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有點像要是你已經從窮困、失心瘋的老爸
以及數起攔路打劫下生存了下來，
以及數起攔路打劫下生存了下來，
08:22
you figure, "Business challenges? --
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你這麼認為：「商業挑戰？
08:25
(Laughter)
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（笑聲）
08:26
Really?
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不會吧？
08:27
Piece of cake. I got this."
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小事一樁我來搞定吧！」
08:29
(Laughter)
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（笑聲）
08:30
And that reminds me -- humor.
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這提醒了我－幽默，
08:33
Scrappers know that humor
gets you through the tough times,
gets you through the tough times,
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不向命運低頭者們知道
幽默能讓你度過艱困的時候，
幽默能讓你度過艱困的時候，
08:36
and laughter helps you
change your perspective.
change your perspective.
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而取笑聲幫助你改變想法。
08:40
And finally, there are relationships.
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最後有著多種緣分存在，
08:43
People who overcome adversity
don't do it alone.
don't do it alone.
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克服困境的人不是孤零零
自己一個人做到的；
自己一個人做到的；
08:47
Somewhere along the way,
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這此一路上的某處
08:49
they find people who
bring out the best in them
bring out the best in them
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他們會找到讓他們發揮出
最優水平的人，
最優水平的人，
08:52
and who are invested in their success.
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以及在其成功中扶持出力的人，
08:56
Having someone you can
count on no matter what
count on no matter what
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不論何事有個你可以信賴的人，
08:59
is essential to overcoming adversity.
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在要克服困境時是非常重要的。
09:02
I was lucky.
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我很幸運－
09:04
In my first job after college,
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大學後在第一份工作時我自己沒有車子，
09:06
I didn't have a car, so I carpooled
across two bridges
across two bridges
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所以我與一位總統女助理
在途經兩座橋的途中共乘；
在途經兩座橋的途中共乘；
09:09
with a woman who was
the president's assistant.
the president's assistant.
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09:13
She watched me work
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她目睹我工作、
09:14
and encouraged me to focus on my future
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鼓勵我放眼未來、
09:17
and not dwell on my past.
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不要經常沉浸過去的不好過。
09:20
Along the way I've met many people
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這一路上我遇到了許多人
09:23
who've provided me
brutally honest feedback,
brutally honest feedback,
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提供過我不留情面誠摯的
回饋意見、建議和開導，
回饋意見、建議和開導，
09:27
advice and mentorship.
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09:29
These people don't mind
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這些人不在意我曾當過伴唱女服務生
09:31
that I once worked as a singing waitress
to help pay for college.
to help pay for college.
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來幫忙支付上大學的費用。
09:36
(Laughter)
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（笑聲）
09:37
I'll leave you with one final,
valuable insight.
valuable insight.
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我要留給你一個最後、重要的真諦，
09:40
Companies that are committed
to diversity and inclusive practices
to diversity and inclusive practices
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公司致力於多元性以及
沒有大小眼之做為者，
沒有大小眼之做為者，
09:45
tend to support Scrappers
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傾向力挺不向命運低頭們，
09:48
and outperform their peers.
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而且公司表現較其他同業更亮眼。
09:51
According to DiversityInc,
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根據「多元企業」的一份研究－
09:54
a study of their top 50
companies for diversity
companies for diversity
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他們多元性前五十名公司
09:57
outperformed the S&P 500 by 25 percent.
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獲利表現優於 S&P 500 的公司達 25％。
10:04
So back to my original question.
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所以回到我起初的問題吧，
10:08
Who are you going to bet on:
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你將會壓寶在誰身上－
10:10
Silver Spoon or Scrapper?
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「銀湯匙」還是「拳賽手套」呢？
10:13
I say choose the underestimated contender,
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我跟你們說：選擇被低估的角逐者，
10:17
whose secret weapons
are passion and purpose.
are passion and purpose.
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他們的秘密武器是熱情與目標，
10:22
Hire the Scrapper.
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聘用不向命運低頭者吧！
10:24
(Applause)
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（掌聲）
ABOUT THE SPEAKER
Regina Hartley - Human resources expertRegina Hartley thinks that those who don't always look good on paper may be just the person you need to hire.
Why you should listen
Throughout her 25-year UPS career -- working in talent acquisition, succession planning, learning and development, employee relations and communications -- Regina Hartley has seen how, given the opportunity, people with passion and purpose will astound you. Today, Hartley is VP of HR supporting IT and Engineering for UPS, and she makes human connections with employees immersed in technology.
Hartley holds a BA in political science from SUNY Binghamton and an MA in corporate and organizational communication from Fairleigh Dickinson University. She is a certified Senior Professional in Human Resources (SPHR) from the HRCI.
Regina Hartley | Speaker | TED.com