The Way We Work
Michael C. Bush: This is what makes employees happy at work
Michael C. Bush: Ini membuatkan pekerja gembira
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Terdapat tiga bilion pekerja di dunia ini, dan hanya 40 peratus yang melaporkan mereka gembira di tempat kerja. Michael C. Bush berkongsi pandangannya tentang apa yang membuatkan pekerja tidak gembira -- dan bagaimana memupuk kepuasan boleh memanfaatkan keuntungan mereka
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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Kami tinjau CEO, polis, pemandu lori,
tukang masak, jurutera.
tukang masak, jurutera.
00:04
If people are working,
we've surveyed them.
we've surveyed them.
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Kami buat tinjauan orang bekerja.
00:06
And what we know,
in terms of their happiness:
in terms of their happiness:
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Kami dapati,
dari segi kegembiraan mereka:
dari segi kegembiraan mereka:
00:08
workers all want the same things.
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semua pekerja mahu benda sama.
00:10
[The Way We Work]
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[Cara Kita Bekerja]
00:15
There's three billion
working people in the world.
working people in the world.
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Ada tiga bilion pekerja di dunia.
00:17
And about 40 percent of them would say
they're happy at work.
they're happy at work.
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Lebih kurang 40 peratus berkata
mereka gembira bekerja.
mereka gembira bekerja.
00:20
That means about 1.8 billion,
or almost two billion people,
or almost two billion people,
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Ini bermakna, lebih kurang 1.8 bilion
hingga dua bilion orang
hingga dua bilion orang
00:24
are not happy at work.
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tidak gembira bekerja.
00:25
What does that do,
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Apa maksudnya,
00:27
both to those people
and the organizations that they work in?
and the organizations that they work in?
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bagi pekerja dan organisasi mereka?
00:30
Well, let's talk about money.
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Mari bercakap tentang duit.
00:31
Organizations that have
a lot of happy employees
a lot of happy employees
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Organisasi dengan ramai pekerja gembira
00:34
have three times the revenue growth,
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mengaut keuntungan tiga kali lebih
berbanding organisasi
yang sebaliknya.
yang sebaliknya.
00:36
compared to organizations
where that's not true.
where that's not true.
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00:38
They outperform the stock market
by a factor of three.
by a factor of three.
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Mereka kalahkan pasaran
dengan faktor tiga.
dengan faktor tiga.
00:41
And if you look at employee turnover,
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Jika dilihat tukar ganti pekerja,
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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ia separuh dari organisasi dengan
ramai pekerja tidak gembira.
ramai pekerja tidak gembira.
00:48
The miracle thing is,
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Keajaibannya,
00:49
you don't have to spend
more money to make this happen.
more money to make this happen.
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anda tak perlu berbelanja lebih
untuk buat ini berlaku.
untuk buat ini berlaku.
00:51
It's not about ping-pong tables
and massages and pet walking.
and massages and pet walking.
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Ini bukan tentang meja ping-pong,
urut dan jagakan haiwan.
urut dan jagakan haiwan.
00:54
It's not about the perks.
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Ini bukan tentang manfaat.
00:56
It's all about how
they're treated by their leaders
they're treated by their leaders
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ini tentang cara mereka dilayan
oleh pemimpin
oleh pemimpin
00:58
and by the people that they work with.
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dan rakan sekerja mereka.
01:00
So I'd like to share a few ideas
that create happy employees.
that create happy employees.
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Saya ingin berkongsi idea untuk
melahirkan pekerja gembira.
melahirkan pekerja gembira.
01:04
Idea number one:
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Pertama:
01:06
in organizations
where employees are happy,
where employees are happy,
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Dalam organisasi dengan pekerja gembira,
01:08
what you find is two things are present:
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anda akan dapati dua perkara:
01:10
trust and respect.
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percaya dan hormat.
01:12
Leaders often say,
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Pemimpin sering berkata
01:13
"We trust our employees.
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"Kami percaya pekerja kami.
01:15
We empower our employees."
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Kami beri kuasa kepada pekerja."
01:16
And then when an employee
needs a laptop --
needs a laptop --
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Apabila pekerja
perlu komputer riba -
perlu komputer riba -
01:18
and this is a true example --
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ini contoh sebenar -
01:20
15 people have to approve that laptop.
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15 orang perlu luluskan komputer riba.
01:22
So for the employee,
all the words are right,
all the words are right,
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Bagi pekerja,
kata-kata itu semua betul,
kata-kata itu semua betul,
01:25
but 15 levels of approval
for a $1,500 laptop?
for a $1,500 laptop?
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tetapi 15 peringkat kelulusan
untuk komputer riba berharga $1,500?
untuk komputer riba berharga $1,500?
01:28
You've actually spent more money
than the laptop, on the approval.
than the laptop, on the approval.
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Lebih banyak dibelanjakan
untuk kelulusan berbanding komputer riba.
untuk kelulusan berbanding komputer riba.
01:32
And the employee feels
maybe they're really not trusted.
maybe they're really not trusted.
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Dan pekerja rasa mungkin
mereka tak dipercayai.
mereka tak dipercayai.
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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Apa organisasi boleh buat
untuk memupuk kepercayaan tinggi?
untuk memupuk kepercayaan tinggi?
01:40
The first organization
that comes to mind is Four Seasons.
that comes to mind is Four Seasons.
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Organisasi pertama yang difikirkan
ialah Four Seasons.
ialah Four Seasons.
01:43
They have magnificent properties
all around the world.
all around the world.
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Mereka ada hartanah hebat
di seluruh dunia.
di seluruh dunia.
01:46
And their employees are told,
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Pekerja diberitahu,
01:47
"Do whatever you think is right
when servicing the customer."
when servicing the customer."
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"Buat yang difikirkan betul
dalam melayan pelanggan."
dalam melayan pelanggan."
Memberi kepercayaan kepada pekerja
untuk membuat yang difikirkan betul
untuk membuat yang difikirkan betul
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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membuatkan pekerja rasa hebat.
01:55
makes the employees feel great.
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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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Kerana itu mereka terkenal
dalam memberikan perkhidmatan terbaik
dalam memberikan perkhidmatan terbaik
di seluruh dunia.
02:00
in the world.
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02:01
Idea number two: fairness.
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Kedua: keadilan.
Perkara yang menghakis kepercayaan
dalam organisasi
dalam organisasi
02:03
The thing that erodes trust
in an organization
in an organization
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02:07
faster than anything else
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lebih cepat dari benda lain
02:08
is when employees feel
that they're being treated unfairly.
that they're being treated unfairly.
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ialah apabila pekerja rasa mereka
tidak dilayan dengan adil.
tidak dilayan dengan adil.
Pekerja ingin dilayan sama rata,
02:11
Employees want to be treated the same,
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02:13
regardless of their rank
or their tenure or their age
or their tenure or their age
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tak kira pangkat, tempoh bekerja, umur,
pengalaman, atau tugas mereka
02:16
or their experience or their job category,
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02:18
compared to anyone else.
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berbanding orang lain.
02:20
When I think about great organizations
who get fairness right,
who get fairness right,
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Jika difikirkan tentang organisasi
yang adil,
yang adil,
02:23
the first organization
that comes to mind is Salesforce.
that comes to mind is Salesforce.
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yang pertama ialah Salesforce.
Mereka dapati lelaki dan wanita
yang membuat kerja sama
yang membuat kerja sama
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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dengan tahap kecekapan sama
menjana jumlah duit yang berbeza.
02:30
were making different amounts of money.
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Mereka terus buat pengiraan
02:32
So immediately, they
calculated the difference,
calculated the difference,
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dan melaburkan tiga juta dolar untuk
seimbangkan perbezaan itu.
seimbangkan perbezaan itu.
02:34
and they invested three million dollars
to try and balance things out.
to try and balance things out.
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02:39
Idea number three is listening.
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Ketiga ialah mendengar.
Untuk menjadi pendengar
yang memahami semua orang,
yang memahami semua orang,
02:41
So, to be a listener who connects
with all types of people,
with all types of people,
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kita perlu lupakan beberapa perkara.
02:45
we have to unlearn a few things.
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Kita telah diajar tentang
mendengar dengan aktif dan hubungan mata -
mendengar dengan aktif dan hubungan mata -
02:47
We've all been taught about
active listening and eye contact --
active listening and eye contact --
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02:51
an intense stare
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pandangan tajam
02:53
and a compassionate look.
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dan pandangan belas kasihan.
02:54
That's not listening.
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Ini bukan mendengar.
02:56
Repeating what the person says --
that's not listening.
that's not listening.
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Ulang kata-kata orang -
bukan mendengar.
bukan mendengar.
Merendah diri
02:59
Being humble
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03:00
and always hunting and searching
for the best idea possible --
for the best idea possible --
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dan mencari idea terbaik mungkin -
03:03
that's what listening is.
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itu mendengar.
03:05
And employees can feel
whether you're doing that or not.
whether you're doing that or not.
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Pekerja tahu jika anda
mendengar atau tidak.
mendengar atau tidak.
03:07
They want to know, when they talk to you
and share an idea,
and share an idea,
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Mereka ingin tahu, jika mereka bercakap
dan berkongsi idea,
dan berkongsi idea,
adakah anda pertimbangkan
semasa buat keputusan?
semasa buat keputusan?
03:11
did you consider it
when you made a decision?
when you made a decision?
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Satu perkara yang orang hargai dan mahu
apabila mereka bercakap
apabila mereka bercakap
03:13
The one thing that everybody appreciates
and wants when they're speaking
and wants when they're speaking
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ialah mereka tahu pandangan mereka
amat berharga
amat berharga
03:17
is to know that what they say
matters so much
matters so much
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03:21
you might actually change your mind.
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anda mungkin mengubah fikiran.
03:23
Otherwise, what's the point
of the conversation?
of the conversation?
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Jika tidak, apa gunanya perbualan?
03:27
We all know the things we need to change,
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Kita tahu perkara kita perlu ubah,
03:29
the things that we need to do differently.
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perkara yang perlu dibuat berlainan.
Tingkah laku anda,
cara anda melayan orang lain,
cara anda melayan orang lain,
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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cara anda menjawab,
cara anda beri sokongan
cara anda beri sokongan
03:37
defines the work experience
for everyone around you.
for everyone around you.
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mencipta pengalaman kerja
untuk semua di sekeliling anda.
untuk semua di sekeliling anda.
03:40
Changing to be a better person --
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Berubah menjadi lebih baik -
dunia penuh dengan kegagalan ini.
03:42
the world is littered with those failures.
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Berubah kerana anda percaya
dengan sesuatu,
dengan sesuatu,
03:44
But changing because
there's something you believe in,
there's something you believe in,
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anda ada tujuan,
03:47
some purpose that you have,
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03:49
where you're willing to risk
almost everything
almost everything
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hingga anda sanggup mengorbankan segalanya
kerana ia amat penting bagi anda -
03:52
because it's so important to you --
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03:54
that's the reason to change.
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itu sebab untuk berubah.
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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Jika tidak, mungkin anda perlu
cari tempat kerja lain.
cari tempat kerja lain.
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