TED2018
Frances Frei: How to build (and rebuild) trust
Frances Frei: Kako izgraditi (i povratiti) povjerenje
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Povjerenje je temelj svega što radimo. No, što napraviti kada se ono naruši? U ovom govoru koji tjera na razmišljanje, profesorica Frances Frei iz Harvard poslovne škole drži brzi tečaj o povjerenju: kako ga izgraditi, održati i ponovno izgraditi - nešto na čemu je radila tijekom kratkog boravka u Uberu. "Ako naučimo kako više vjerovati jedni drugima, možemo postići nevjerojatan napredak," kaže Frei.
Frances Frei - Culture builder
Frances Frei is a professor of technology and operations management at the Harvard Business School. Full bio
Frances Frei is a professor of technology and operations management at the Harvard Business School. Full bio
Double-click the English transcript below to play the video.
00:13
I want to talk to you about
how to build and rebuild trust,
how to build and rebuild trust,
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Želim vam govoriti o tome kako
izgraditi te ponovno izgraditi povjerenje,
izgraditi te ponovno izgraditi povjerenje,
00:17
because it's my belief that trust
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jer vjerujem da je povjerenje
00:20
is the foundation for everything we do,
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temelj svega što činimo
00:24
and that if we can learn
to trust one another more,
to trust one another more,
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i ako možemo naučiti više
vjerovati jedni drugima,
vjerovati jedni drugima,
00:29
we can have unprecedented human progress.
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možemo postići nezamisliv napredak.
00:35
But what if trust is broken?
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No, što ako se povjerenje naruši?
00:38
What if your CEO is caught on video,
disparaging an employee?
disparaging an employee?
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Što ako se pojavi snimka gdje vaš
šef ponižava nekog zaposlenika?
šef ponižava nekog zaposlenika?
00:45
What if your employees experience
a culture of bias, exclusion and worse?
a culture of bias, exclusion and worse?
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Što ako vaši zaposlenici dožive kulturnu
diskriminaciju, izolaciju ili nešto gore?
diskriminaciju, izolaciju ili nešto gore?
00:53
What if there's a data breach,
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Što ako dođe do povrede osobnih podataka
00:55
and it feels an awful lot like a cover-up
than seriously addressing it?
than seriously addressing it?
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i sve se zataška umjesto
da se taj problem riješi?
da se taj problem riješi?
01:02
And most tragically,
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I ono najtragičnije,
01:04
what if a technological fail
leads to the loss of human life?
leads to the loss of human life?
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što ako tehnologija zakaže i
prouzroči gubitak ljudskog života?
prouzroči gubitak ljudskog života?
01:11
If I was giving this talk six months ago,
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Da sam ovaj govor držala prije 6 mjeseci,
01:13
I would have been wearing an Uber T-shirt.
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nosila bih Uber majicu.
01:18
I'm a Harvard Business School professor,
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Predajem u Harvard poslovnoj školi,
01:20
but I was super attracted
to going to an organization
to going to an organization
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ali me jako privuklo to da
se pridružim organizaciji
se pridružim organizaciji
01:25
that was metaphorically
and perhaps quite literally on fire.
and perhaps quite literally on fire.
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koja je metaforički ili
možda doslovno u plamenu.
možda doslovno u plamenu.
01:32
I had read everything
that was written in the newspaper,
that was written in the newspaper,
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Pročitala sam sve što se pisalo u novinama
01:35
and that was precisely what drew me
to the organization.
to the organization.
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i upravo me to privuklo toj organizaciji.
01:39
This was an organization
that had lost trust
that had lost trust
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Bila je to organizacija koja
je izgubila povjerenje
je izgubila povjerenje
01:42
with every constituent that mattered.
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svakog svog važnog člana.
01:47
But there's a word about me
that I should share.
that I should share.
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No, postoji nešto o meni
što moram podijeliti.
što moram podijeliti.
01:50
My favorite trait is redemption.
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Moja omiljena osobina je iskupljenje.
01:54
I believe that there is a better
version of us around every corner,
version of us around every corner,
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Smatram da se u svakom od nas
krije bolja verzija nas samih
krije bolja verzija nas samih
01:58
and I have seen firsthand
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i iz prve ruke sam vidjela
02:00
how organizations and communities
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kako se organizacije, zajednice
02:03
and individuals change
at breathtaking speed.
at breathtaking speed.
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i pojedinci nevjerojatno brzo mijenjaju.
02:08
I went to Uber with the hopes
that a turnaround there
that a turnaround there
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Otišla sam u Uber u nadi
da će tamošnji preokret
da će tamošnji preokret
02:12
could give license to the rest of us
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dozvoliti to i nama ostalima
02:15
who might have narrower versions
of their challenges.
of their challenges.
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koji možda imamo
neke manje slične izazove.
neke manje slične izazove.
02:21
But when I got to Uber,
I made a really big mistake.
I made a really big mistake.
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No kad sam došla u Uber,
napravila sam veliku grešku.
napravila sam veliku grešku.
02:26
I publicly committed
to wearing an Uber T-shirt every day
to wearing an Uber T-shirt every day
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Obvezala sam se javno
nositi Uber majicu svaki dan,
nositi Uber majicu svaki dan,
02:31
until every other employee
was wearing an Uber T-shirt.
was wearing an Uber T-shirt.
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sve dok svaki zaposlenik
nije nosio Uber majicu.
nije nosio Uber majicu.
02:36
I had clearly not thought that through.
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Očito nisam dobro razmislila o tome.
02:39
(Laughter)
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(Smijeh)
02:40
It was 250 days
of wearing an Uber T-shirt.
of wearing an Uber T-shirt.
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Prošlo je 250 dana nošenja Uber majice.
02:46
Now I am liberated from that commitment,
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Sada sam bila oslobođena te obveze
02:50
as I am back at HBS,
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jer sam se vratila natrag u školu
02:52
and what I'd like to do is share with you
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i htjela bih s vama podijeliti
02:56
how far I have taken that liberty,
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koliko daleko sam išla u toj slobodi,
03:01
which, it's baby steps,
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malim koracima,
03:04
(Laughter)
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(Smijeh)
03:05
but I would just say I'm on my way.
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ali rekla bih da sam na putu.
03:07
(Laughter)
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(Smijeh)
03:09
Now, trust, if we're going to rebuild it,
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Ako želimo izgraditi povjerenje,
03:12
we have to understand its component parts.
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moramo razumjeti
njegove sastavne dijelove.
njegove sastavne dijelove.
03:15
The component parts of trust
are super well understood.
are super well understood.
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Sastavni dijelovi
povjerenja su savršeno jasni.
povjerenja su savršeno jasni.
03:19
There's three things about trust.
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Postoje tri stvari vezane uz povjerenje.
03:24
If you sense that I am being authentic,
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Ako osjećate da sam autentična,
03:28
you are much more likely to trust me.
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lakše ćete mi povjerovati.
03:32
If you sense that I have
real rigor in my logic,
real rigor in my logic,
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Ako osjećate neumoljivost u mojoj logici,
03:37
you are far more likely to trust me.
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puno lakše ćete mi povjerovati.
03:40
And if you believe that my empathy
is directed towards you,
is directed towards you,
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Ako vjerujete da je moja suosjećajnost
usmjerena prema vama,
usmjerena prema vama,
03:45
you are far more likely to trust me.
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puno lakše ćete mi vjerovati.
03:48
When all three
of these things are working,
of these things are working,
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Kada te tri stvari funkcioniraju,
03:51
we have great trust.
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imamo veliko povjerenje.
03:54
But if any one of these three gets shaky,
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No, ako se ijedna od
te tri stvari poljulja,
te tri stvari poljulja,
03:57
if any one of these three wobbles,
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ako se ijedna stvar zatrese,
04:01
trust is threatened.
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povjerenje je ugroženo.
04:04
Now here's what I'd like to do.
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Evo što bih htjela učiniti.
04:06
I want each of us to be able
to engender more trust tomorrow,
to engender more trust tomorrow,
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Htjela bih da svatko od nas može
sutra produbiti svoje povjerenje,
sutra produbiti svoje povjerenje,
04:11
literally tomorrow, than we do today.
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doslovno sutra, nego što to danas činimo.
04:15
And the way to do that is to understand
where trust wobbles for ourselves
where trust wobbles for ourselves
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Kako bismo to učinili, moramo razumjeti
kada dolazi do nestabilnosti u povjerenju
kada dolazi do nestabilnosti u povjerenju
04:21
and have a ready-made
prescription to overcome it.
prescription to overcome it.
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i imati spreman lijek kako to riješiti.
04:24
So that's what I would like
to do together.
to do together.
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Želim da to učinimo zajedno.
04:28
Would you give me some sense
of whether or not you're here voluntarily?
of whether or not you're here voluntarily?
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Možete li mi reći jeste li
ovdje dobrovoljno ili ne?
ovdje dobrovoljno ili ne?
04:31
(Laughter)
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(Smijeh)
04:33
Yeah. OK. Alright. Awesome.
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Da. U redu. Super.
04:35
OK. So --
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Dobro. Dakle...
04:36
(Laughter)
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(Smijeh)
04:38
it's just super helpful feedback.
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Stvarno korisna povratna informacija.
04:40
(Laughter)
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(Smijeh)
04:42
So the most common wobble is empathy.
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Najčešći uzrok nestabilnosti je empatija.
04:49
The most common wobble
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Najčešći problem je
04:50
is that people just don't believe
that we're mostly in it for them,
that we're mostly in it for them,
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što ljudi ne vjeruju da
smo stvarno ovdje zbog njih
smo stvarno ovdje zbog njih
04:55
and they believe
that we're too self-distracted.
that we're too self-distracted.
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i smatraju da smo previše
koncentrirani na sebe.
koncentrirani na sebe.
04:59
And it's no wonder.
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Nije ni čudo.
05:01
We are all so busy
with so many demands on our time,
with so many demands on our time,
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Toliko smo okupiranim raznim
obvezama ovog vremena,
obvezama ovog vremena,
05:04
it's easy to crowd out the time and space
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da je lako zanemariti vrijeme i prostor
05:08
that empathy requires.
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potreban za empatiju.
05:10
For Dylan to be Dylan,
that takes real time.
that takes real time.
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Potrebno je vrijeme da bi Dylan bio Dylan.
05:15
And for us, if we have too much to do,
we may not have that time.
we may not have that time.
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A ako imamo previše posla,
možda nemamo vremena za to.
možda nemamo vremena za to.
05:20
But that puts us into a vicious cycle,
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No, to nas smješta u okrutan krug
05:22
because without revealing empathy,
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jer bez otkrivanja empatije
05:25
it makes everything harder.
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sve je teže.
05:27
Without the benefit of the doubt of trust,
it makes everything harder,
it makes everything harder,
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Sve je teže bez povjerenja
05:31
and then we have less and less time
for empathy, and so it goes.
for empathy, and so it goes.
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i onda imamo sve manje vremena
za empatiju i tako se to nastavlja.
za empatiju i tako se to nastavlja.
05:36
So here's the prescription:
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Evo recepta:
05:39
identify where, when and to whom
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odredite gdje, kada i kome
05:46
you are likely to offer your distraction.
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ćete ponuditi svoje odvlačenje pažnje.
05:51
That should trace pretty perfectly
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To će savršeno pokazati
05:54
to when, where and to whom
you are likely to withhold your empathy.
you are likely to withhold your empathy.
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i kada, gdje i kome ćete
uskratiti svoju empatiju.
uskratiti svoju empatiju.
06:01
And if in those instances,
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I ako u tim slučajevima
06:03
we can come up with a trigger
that gets us to look up,
that gets us to look up,
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pronađemo nešto što nas
tjera da dignemo pogled,
tjera da dignemo pogled,
06:10
look at the people right in front of us,
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pogledamo ljude ispred sebe,
06:13
listen to them,
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saslušamo ih,
06:14
deeply immerse ourselves
in their perspectives,
in their perspectives,
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stvarno se udubimo u
njihovu točku gledišta,
njihovu točku gledišta,
06:19
then we have a chance of having
a sturdy leg of empathy.
a sturdy leg of empathy.
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onda postoji šansa da
stvorimo jaku empatiju.
stvorimo jaku empatiju.
06:24
And if you do nothing else,
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A ako ništa drugo,
06:27
please put away your cell phone.
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molim vas, maknite mobitel iz ruku.
06:31
It is the largest distraction magnet
yet to be made,
yet to be made,
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To je najveća smetnja koja postoji
06:36
and it is super difficult to create
empathy and trust in its presence.
empathy and trust in its presence.
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i jako je teško stvoriti empatiju
i povjerenje uz mobitel.
i povjerenje uz mobitel.
06:44
That takes care of the empathy wobblers.
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Tako riješimo problem empatije.
06:48
Logic wobbles can come in two forms.
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Problem logike može doći u dva oblika.
06:52
It's either the quality of your logic
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U pitanju je ili kvaliteta vaše logike
06:56
or it's your ability
to communicate the logic.
to communicate the logic.
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ili vaša sposobnost da to prenesete.
07:00
Now if the quality
of your logic is at risk,
of your logic is at risk,
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Ako vam je loša kvaliteta logike,
07:04
I can't really help you with that.
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ne mogu vam pomoći oko toga.
07:06
(Laughter)
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(Smijeh)
07:07
It's like, not in this much time.
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Bar ne u ovako malo vremena.
07:09
(Laughter)
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(Smijeh)
07:12
But fortunately, it's often the case
that our logic is sound,
that our logic is sound,
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No, često se događa
da je naša logika čvrsta,
da je naša logika čvrsta,
07:17
but it's our ability to communicate
the logic that is in jeopardy.
the logic that is in jeopardy.
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ali naša sposobnost da
je prenesemo je ugrožena.
je prenesemo je ugrožena.
07:23
Super fortunately,
there's a very easy fix to this.
there's a very easy fix to this.
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Srećom, ovo je jako lako riješiti.
07:27
If we consider that there are
two ways to communicate in the world,
two ways to communicate in the world,
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Ako znamo da postoje
dva načina komunikacije,
dva načina komunikacije,
07:33
and Harvard Business School professors
are known for two-by-twos --
are known for two-by-twos --
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a profesori Harvard poslovne
škole su poznati po uparivanju -
škole su poznati po uparivanju -
07:36
nonsense, it's the triangle that rocks.
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glupost, trokut je zakon.
07:39
(Laughter)
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(Smijeh)
07:42
If we consider that there are
two ways to communicate in the world,
two ways to communicate in the world,
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Ako znamo da postoje
dva načina komunikacije,
dva načina komunikacije,
07:47
and the first one is when
you take us on a journey,
you take us on a journey,
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a prvi je kada nas povedete na putovanje,
07:51
a magnificent journey
that has twists and turns
that has twists and turns
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prekrasno putovanje
puno zavoja i preokreta,
puno zavoja i preokreta,
07:56
and mystery and drama,
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tajnovitosti i drame,
07:59
until you ultimately get to the point,
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sve dok ne prijeđete na ono bitno,
08:03
and some of the best
communicators in the world
communicators in the world
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a neki od najboljih govornika na svijetu
08:06
communicate just like this.
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baš tako komuniciraju.
08:09
But if you have a logic wobble,
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No, ako vam je logika problem,
08:11
this can be super dangerous.
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to može biti jako opasno.
08:15
So instead, I implore you,
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Stoga vas preklinjem
08:19
start with your point
in a crisp half-sentence,
in a crisp half-sentence,
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da u pola rečenice kažete ono bitno
08:25
and then give your supporting evidence.
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i zatim to objasnite dokazima.
08:29
This means that people
will be able to get access
will be able to get access
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Tako će ljudi dobiti pristup
08:32
to our awesome ideas,
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našim genijalnim idejama
08:34
and just as importantly,
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i ono što je jednako važno,
08:37
if you get cut off before you're done ...
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ako vas prekinu prije nego završite...
08:41
ladies --
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dame -
08:43
(Laughter)
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(Smijeh)
08:45
(Applause)
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(Pljesak)
08:52
If you get cut off before you're done,
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Ako vas prekinu prije nego završite,
08:56
you still get credit for the idea,
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svejedno dobivate zasluge za ideju,
08:58
as opposed to someone else coming in
and snatching it from you.
and snatching it from you.
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za razliku od nekoga
tko je tu ideju ukrao od vas.
tko je tu ideju ukrao od vas.
09:01
(Applause)
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(Pljesak)
09:08
You just gave me goosebumps.
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Sva sam se naježila.
09:09
(Laughter)
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(Smijeh)
09:11
The third wobble is authenticity,
and I find it to be the most vexing.
and I find it to be the most vexing.
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Treći problem je autentičnost i
mislim da je to najgori problem.
mislim da je to najgori problem.
09:17
We as a human species
can sniff out in a moment,
can sniff out in a moment,
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Mi kao ljudska bića možemo
u trenutku nanjušiti,
u trenutku nanjušiti,
09:21
literally in a moment,
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doslovno u trenutku,
09:23
whether or not someone
is being their authentic true self.
is being their authentic true self.
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je li netko svoj ili se pretvara.
09:27
So in many ways,
the prescription is clear.
the prescription is clear.
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Dakle, lijek je zapravo jasan.
09:30
You don't want to have
an authenticity wobble? Be you.
an authenticity wobble? Be you.
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Ne želite imati problem
autentičnosti? Budite svoji.
autentičnosti? Budite svoji.
09:35
Great.
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Super.
09:38
And that is super easy to do
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I to je jako lako učiniti
09:40
when you're around people
who are like you.
who are like you.
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kada ste pored ljudi koji su poput vas.
09:45
But if you represent
any sort of difference,
any sort of difference,
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No, ako predstavljate neku različitost,
09:50
the prescription to "be you"
can be super challenging.
can be super challenging.
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savjet da "budete svoji" teže je izvesti.
09:57
I have been tempted
at every step of my career,
at every step of my career,
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U svakom trenutku svoje karijere
bila sam u iskušenju,
bila sam u iskušenju,
10:02
tempted personally
and tempted by coaching of others,
and tempted by coaching of others,
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osobnom i od strane drugih,
10:05
to mute who I am in the world.
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da prigušim ono što jesam.
10:08
I'm a woman of super strong opinions,
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Ja sam žena jakih stavova,
10:11
with really deep convictions,
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s dubokim uvjerenjima
10:14
direct speech.
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i direktnim izražavanjem.
10:16
I have a magnificent wife,
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Imam prekrasnu ženu
10:19
and together, we have such crazy ambition.
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i zajedno smo jako ambiciozne.
10:23
I prefer men's clothes
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Više volim mušku odjeću
10:26
and comfortable shoes.
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i udobne cipele.
10:29
Thank you, Allbirds.
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Hvala, Allbirds.
10:30
(Laughter)
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(Smijeh)
10:33
In some contexts, this makes me different.
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Ponekad me ovo čini drugačijom.
10:38
I hope that each person here
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Nadam se da svaka osoba ovdje
10:40
has the beautiful luxury
of representing difference
of representing difference
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ima luksuz da predstavlja neku različitost
10:44
in some context in your life.
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u nekom aspektu svog života.
10:47
But with that privilege
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No, s tom privilegijom
10:50
comes a very sincere temptation
to hold back who we are,
to hold back who we are,
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dolazi i veliko iskušenje
da obuzdamo ono što jesmo
da obuzdamo ono što jesmo
10:55
and if we hold back who we are,
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i ako obuzdamo ono što jesmo,
10:58
we're less likely to be trusted.
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manja je vjerojatnost da će nam vjerovati.
11:00
And if we're less likely to be trusted,
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A ako nam manje vjeruju,
11:02
we're less likely to be given
stretch assignments.
stretch assignments.
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manja je vjerojatnost da će
nam dati složene zadatke.
nam dati složene zadatke.
11:05
And without those stretch assignments,
we're less likely to get promoted,
we're less likely to get promoted,
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A bez tih složenih zadataka,
manja je vjerojatnost za promaknućem
manja je vjerojatnost za promaknućem
11:08
and so on and so on
until we are super depressed
until we are super depressed
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i tako dalje sve dok
ne postanemo depresivni
ne postanemo depresivni
11:12
by the demographic tendencies
of our senior leadership.
of our senior leadership.
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zbog demografskih sklonosti
našeg starijeg vodstva.
našeg starijeg vodstva.
11:15
(Laughter)
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(Smijeh)
11:16
And it all comes back
to our being our authentic selves.
to our being our authentic selves.
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A sve se svodi na to
da budemo ono što jesmo.
da budemo ono što jesmo.
11:23
So here's my advice.
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Evo mog savjeta.
11:26
Wear whatever makes you feel fabulous.
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Nosite ono u čemu se osjećate divno.
11:30
Pay less attention to what you think
people want to hear from you
people want to hear from you
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Obraćajte manje pozornosti na ono
što mislite da ljudi žele čuti od vas
što mislite da ljudi žele čuti od vas
11:34
and far more attention to what
your authentic, awesome self needs to say.
your authentic, awesome self needs to say.
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i puno više pozornosti na ono
što vaše genijalno ja treba reći.
što vaše genijalno ja treba reći.
11:41
And to the leaders in the room,
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A vođama u ovoj prostoriji,
11:44
it is your obligation
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vaša je obveza
11:46
to set the conditions that not only
make it safe for us to be authentic
make it safe for us to be authentic
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da postavite uvjete koji ne samo
da omogućuju da budemo svoji,
da omogućuju da budemo svoji,
11:51
but make it welcome,
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već to pozdravljaju,
11:54
make it celebrated,
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slave,
11:56
cherish it for exactly what it is,
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njeguju zbog toga što jest,
12:00
which is the key for us
achieving greater excellence
achieving greater excellence
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a to je važno kako bismo
postigli bolje rezultate
postigli bolje rezultate
12:03
than we have ever known is possible.
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nego što smo ikada
zamišljali da je moguće.
zamišljali da je moguće.
12:08
So let's go back to Uber.
What happened at Uber?
What happened at Uber?
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Vratimo se Uberu. Što se dogodilo u Uberu?
12:11
When I got there,
Uber was wobbling all over the place.
Uber was wobbling all over the place.
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Kada sam došla tamo, Uber se jako ljuljao.
12:16
Empathy, logic, authenticity
were all wobbling like crazy.
were all wobbling like crazy.
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Empatija, logika i autentičnost
bili su jako poljuljani.
bili su jako poljuljani.
12:22
But we were able to find super effective,
super quick fixes for two of the wobbles.
super quick fixes for two of the wobbles.
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No, uspjeli smo pronaći veoma učinkovito
i brzo rješenje za dva problema.
i brzo rješenje za dva problema.
12:29
I'll give you an illustration of empathy.
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Dat ću vam primjer empatije.
12:32
In the meetings at Uber,
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Na sastancima u Uberu
12:33
it was not uncommon
for people to be texting one another ...
for people to be texting one another ...
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nije bilo neobično
da si ljudi šalju poruke...
da si ljudi šalju poruke...
12:38
about the meeting.
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o sastanku.
12:40
(Laughter)
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(Smijeh)
12:45
I had never seen anything like it.
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Nikad nisam tako nešto vidjela.
12:48
(Laughter)
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(Smijeh)
12:50
It may have done many things,
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Možda je bilo korisno,
12:51
but it did not create a safe,
empathetic environment.
empathetic environment.
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ali nije stvorilo sigurno,
empatično okruženje.
empatično okruženje.
12:55
The solution though, super clear:
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Rješenje je veoma jasno:
12:58
technology, off and away.
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tehnologija se gasi i uklanja.
13:00
And that forced people to look up,
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I to je prisililo ljude da dignu pogled,
13:03
to look at the people in front of them,
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da pogledaju ljude ispred sebe,
13:06
to listen to them,
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da ih saslušaju,
13:07
to immerse themselves
in their perspectives
in their perspectives
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da se udube u njihova gledišta
13:09
and to collaborate in unprecedented ways.
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i surađuju na dotad neviđene načine.
13:15
Logic was equally wobbly,
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Logika je isto bila problem
13:18
and this was because
the hypergrowth of the organization
the hypergrowth of the organization
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jer je brzi rast organizacije
13:21
meant that people, managers
were getting promoted
were getting promoted
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značio da ljudi, menadžeri,
dobivaju promaknuća
dobivaju promaknuća
13:24
again and again and again.
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stalno iznova.
13:27
Soon, they were put in positions
that they had no business being in.
that they had no business being in.
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Uskoro su bili na položajima
na kojima nisu trebali biti.
na kojima nisu trebali biti.
13:31
Their positions outstripped
their capability,
their capability,
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Položaj je nadmašio njihove sposobnosti
13:34
and it was not their fault.
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i oni nisu bili krivi za to.
13:36
The solution: a massive influx
of executive education
of executive education
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Rješenje: opsežno obrazovanje
rukovoditelja
rukovoditelja
13:41
that focused specifically on logic,
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koje se usredotočilo na logiku,
13:45
on strategy and leadership.
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na strategiju i vodstvo.
13:48
It gave people the rigor
of the quality of their logic,
of the quality of their logic,
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Pružilo je ljudima
neumoljivu kvalitetu logike
neumoljivu kvalitetu logike
13:51
and it turned a whole lot
of triangles, right-side up,
of triangles, right-side up,
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i preokrenulo je mnoge trokute
13:56
so people were able to communicate
effectively with one another.
effectively with one another.
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te su ljudi mogli učinkovitije
komunicirati jedni s drugima.
komunicirati jedni s drugima.
14:01
The last one, authenticity,
I'll say it's still mighty wobbly,
I'll say it's still mighty wobbly,
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Posljednje, autentičnost,
reći ću da je još uvijek problem,
reći ću da je još uvijek problem,
14:07
but honestly, that doesn't
make Uber very different
make Uber very different
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ali iskreno, to Uber ne
čini ništa drugačijim
čini ništa drugačijim
14:09
from all of the other companies
I've seen in Silicon Valley and beyond.
I've seen in Silicon Valley and beyond.
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od ostalih kompanija koje sam
vidjela u i izvan Silicijske doline.
vidjela u i izvan Silicijske doline.
14:15
It is still much easier
to coach people to fit in.
to coach people to fit in.
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Još uvijek je lakše
istrenirati ljude da se uklope.
istrenirati ljude da se uklope.
14:20
It is still much easier to reward people
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Još uvijek je puno lakše nagraditi ljude
14:23
when they say something
that you were going to say,
that you were going to say,
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kada kažu nešto što ste vi htjeli reći,
14:27
as opposed to rewarding people
when they say something
when they say something
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nego ih nagraditi kada kažu nešto
14:29
entirely different
than what you were going to say.
than what you were going to say.
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potpuno drugačije od
onoga što ste vi htjeli reći.
onoga što ste vi htjeli reći.
14:34
But when we figure out this,
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No, kada to shvatimo,
14:36
when we figure out
how to celebrate difference
how to celebrate difference
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kada shvatimo kako slaviti različitost
14:40
and how to let people bring
the best version of themselves forward,
the best version of themselves forward,
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i kako dopustiti ljudima da
pokažu najbolju verziju sebe,
pokažu najbolju verziju sebe,
14:43
well holy cow, is that the world
I want my sons to grow up in.
I want my sons to grow up in.
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pa, zaboga, to je svijet u kakvom
želim da moji sinovi odrastaju.
želim da moji sinovi odrastaju.
14:49
And with the collection of people here,
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A s obzirom na skupinu ljudi ovdje,
14:51
it would be a privilege
to lock arms with you
to lock arms with you
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bila bi čast primiti se ruku pod ruku
14:54
and go ahead and rebuild trust
in every corner of the globe.
in every corner of the globe.
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i s vama ponovno izgraditi povjerenje
u svakom kutku svijeta.
u svakom kutku svijeta.
14:58
Thank you very much.
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Puno Vam hvala.
15:00
(Applause)
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(Pljesak)
ABOUT THE SPEAKER
Frances Frei - Culture builderFrances Frei is a professor of technology and operations management at the Harvard Business School.
Why you should listen
A professor at the Harvard Business School, Frances Frei formerly served as Uber's first SVP of leadership and strategy. Her work at Uber focused on building a world-class leadership team, fostering leadership at all levels of the organization and guiding the clear articulation of strategy and planning. Frei has been central to Uber’s cultural transformation.
Frei's research examines how leaders create the context for organizations and individuals to thrive. She is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business. She received her PhD from the Wharton School.
Frances Frei | Speaker | TED.com