TEDMED 2017
Sophie Andrews: The best way to help is often just to listen
苏菲·安德鲁兹: 聆听是最好的帮助
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在英国，一个叫撒玛利亚会的全天候帮助热线为苏菲·安德鲁兹（Sophie Andrews）提供了帮助，让她在虐待中存活下来。现在，为了回报撒玛利亚会的帮助，苏菲创立了The Silver Line。这是一个致力于帮助孤独老年人的电话专线。苏菲用极具感染力的亲身经历，告诉我们为什么简单的倾听而不是提供建议，才是帮助所需之人最佳的方式。
Sophie Andrews - Author, helpline advocate
Sophie Andrews is the CEO of The Silver Line, a 24-hour phone line that provides social connectivity for isolated senior citizens in the UK and receives approximately 1,500 calls per day. Full bio
Sophie Andrews is the CEO of The Silver Line, a 24-hour phone line that provides social connectivity for isolated senior citizens in the UK and receives approximately 1,500 calls per day. Full bio
Double-click the English transcript below to play the video.
00:12
After cutting her arm with a broken glass,
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她在火车站站台上
用一块碎玻璃划破手腕，
用一块碎玻璃划破手腕，
00:15
she fell into a fitful, exhausted sleep
on the railway station platform.
on the railway station platform.
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然后陷入了断断续续，
疲惫不堪的梦魇。
疲惫不堪的梦魇。
00:21
Early in the morning,
when the station toilets were opened,
when the station toilets were opened,
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清晨，当车站厕所对公众开放时，
00:24
she got painfully to her feet,
and made her way over to them.
and made her way over to them.
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她拖着疼痛的双腿，走向厕所。
00:28
When she saw her reflection in the mirror,
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她看着镜子中的自己，
00:30
she started to cry.
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突然哭了起来。
00:32
Her face was dirty and tearstained;
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她的脸污浊不堪，满是泪痕；
00:34
her shirt was ripped and covered in blood.
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身上的衬衫破破烂烂，布满血迹。
00:38
She looked as if she'd been on the streets
for three months, not three days.
for three months, not three days.
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她看起来就像已经露宿街头三个月，
而不是仅仅三天。
而不是仅仅三天。
00:42
She washed herself as best she could.
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她用尽全力把自己清洗干净，
00:45
Her arms and stomach were hurting badly.
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她的手臂和腹部都钻心地疼。
00:49
She tried to clean the wounds,
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想清理伤口，
00:50
but any pressure she applied
just started the bleeding again.
just started the bleeding again.
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可是伤口一经按压就会再次流血。
00:55
She needed stitches, but there was no way
she would go to a hospital.
she would go to a hospital.
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她需要缝补伤口，但却没办法去医院。
00:59
They'd have sent her back home again.
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因为之前医院的人又把她送回了家，
01:01
Back to him.
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回到他的掌控之下。
01:03
She tightened her jacket --
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她裹紧夹克——
01:05
well, fastened her jacket tightly
to cover the blood.
to cover the blood.
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以便挡住斑斑血迹。
01:09
She looked back at herself in the mirror.
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她又重新看着镜子里的自己，
01:11
She looked a little better than before
but was past caring.
but was past caring.
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她看起来正常了一些，
但是这已经不重要了。
但是这已经不重要了。
01:16
There was only one thing
she could think of doing.
she could think of doing.
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她心里只想着一件事。
01:19
She came out of the station
and into a phone box nearby.
and into a phone box nearby.
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她走出车站，走进了附近一个电话亭。
01:23
(Telephone rings)
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（电话铃声）
01:28
(Telephone rings)
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（电话铃声）
01:32
Woman: Samaritans, can I help you?
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一个女士：这里是撒玛利亚会，
有什么需要吗？
有什么需要吗？
01:37
Hello, Samaritans. Can I help you?
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你好，这里是撒玛利亚会，
我能为您做些什么？
我能为您做些什么？
01:40
Girl: (Crying) I -- I don't know.
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女孩：（哭泣）我——我不知道。
01:42
Woman: What's happened?
You sound very upset.
You sound very upset.
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女士：怎么了？你听起来很难过。
01:46
(Girl cries)
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（女孩的哭声）
01:50
Woman: Why not start with your name?
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女士：先告诉我你的名字好吗？
01:52
I'm Pam. What can I call you?
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我是 Pam，该怎么称呼你呢？
01:57
Where are you speaking from?
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你在哪里打电话？
02:00
Are you safe?
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现在安全吗？
02:02
Girl: It's a phone box in London.
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女孩：我在伦敦的一个电话亭里。
02:05
Pam: You sound very young.
How old are you?
How old are you?
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Pam：感觉你年纪很小，你多大了呀？
02:08
Girl: Fourteen.
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女孩：十四岁。
02:10
Pam: And what's happened
to make you so upset?
to make you so upset?
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Pam：为什么这么难过呢？
02:13
Girl: I just want to die.
Every day I wake up and wish I was dead.
Every day I wake up and wish I was dead.
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女孩：我只想去死，每天早上醒来
都希望自己已经死了。
都希望自己已经死了。
02:17
If he doesn't kill me, then, I think,
I want to do it myself.
I want to do it myself.
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我想，如果他没有杀了我，我就自杀。
02:21
Pam: I'm glad you called.
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Pam：我很庆幸你能打电话来。
02:24
Let's start at the beginning.
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现在跟我说说你的经历吧。
02:28
Sophie Andrews: Pam continued to gently
ask the girl about herself.
ask the girl about herself.
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苏菲·安德鲁兹：Pam 继续温柔地
询问有关小女孩的事情。
询问有关小女孩的事情。
02:32
She didn't say much;
there were lots of silences.
there were lots of silences.
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女孩说的很少，很长时间都在沉默。
02:35
But she knew she was there,
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但是 Pam 知道她还在，
02:36
and having Pam on the end of the phone
felt so comforting.
felt so comforting.
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因为有 Pam 的聆听，她得到了安抚。
02:42
The 14-year-old
that made that call was me.
that made that call was me.
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我就是那个 14 岁的女孩，
02:46
That was me in the phone box.
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那个在电话亭打电话的女孩。
02:48
I was running away from home,
sleeping rough on the streets in London.
sleeping rough on the streets in London.
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我从家里逃出来，睡在伦敦的街头。
02:53
I was being sexually abused
by my father and his friends.
by my father and his friends.
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我的父亲和他的朋友
对我实施了性虐待。
对我实施了性虐待。
02:57
I was self-harming every day.
I was suicidal.
I was suicidal.
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自残自杀的念头整天缠绕着我。
03:03
The first time I called Samaritans,
I was 12 and absolutely desperate.
I was 12 and absolutely desperate.
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我第一次联系撒玛利亚会
是 12 岁的时候。
是 12 岁的时候。
03:08
It was a few months after
my mother had deserted me,
my mother had deserted me,
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几个月前我的母亲抛弃了我，
独自离开家，
独自离开家，
03:11
walked out and left me in the family home.
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我感到无比绝望。
03:14
And the abuse I was suffering
at the hands of my father and his friends
at the hands of my father and his friends
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我父亲和他朋友带给我的伤害
03:17
had left me a total wreck.
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将我彻底击垮。
03:20
I was running away, I was missing school,
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我逃出家门，想回到学校。
03:22
I was arriving drunk.
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我醉醺醺地到了学校，
03:24
I was without hope and wanted to die.
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只剩下绝望，只想结束生命。
03:28
And that's where Samaritans came in.
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这个时候撒玛利亚会出现了。
03:33
Samaritans has been around since 1953.
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撒玛利亚会在 1953 年左右成立，
03:36
It's a 24/7 confidential
helpline in the UK
helpline in the UK
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是英国一个全天候开放
的机密服务热线，
的机密服务热线，
03:40
for anyone who might be feeling
desperate or suicidal.
desperate or suicidal.
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旨在帮助任何感到绝望
或有自杀倾向的人，
或有自杀倾向的人，
03:44
Which I certainly was.
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就像我曾经那样。
03:46
Volunteers answer the phone
around the clock every day of the year,
around the clock every day of the year,
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每时每刻都会有志愿者接听电话，
03:49
and calls are confidential.
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并且电话内容是对外保密的。
03:53
During my teenage years,
when I was most desperate,
when I was most desperate,
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青少年时期，每当我陷入极端的绝望，
03:55
Samaritans became my lifeline.
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撒玛利亚会都会成为我活下去的支柱。
03:58
They promised me total confidentiality.
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他们向我保证，绝不会泄露对话内容，
04:01
And that allowed me to trust them.
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所以我愿意相信他们。
04:04
Disturbing as they no doubt
found my story, they never showed it.
found my story, they never showed it.
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他们无疑为我的遭遇感到担忧，
但却没有表现出来，
但却没有表现出来，
04:08
They were always there for me
and listened without judgment.
and listened without judgment.
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只是陪着我，聆听我，不做主观臆测。
04:12
Mostly, they gently
encouraged me to get help;
encouraged me to get help;
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他们总是鼓励我，让我去寻求帮助。
04:14
I never felt out of control with them --
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和他们交流的时候，我从来没有失控过，
04:17
an interesting parallel,
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然而相比之下，
04:18
as I felt so out of control
in every other aspect of my life.
in every other aspect of my life.
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我生命的其他部分全都失控了。
04:22
It felt my self-harm
was probably the only area
was probably the only area
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似乎只有自残才是我唯一
04:24
where I felt I had any control.
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可以掌控的东西。
04:29
A few years later, I managed to get
some control in my life.
some control in my life.
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几年后，我开始能够控制我的生活。
04:33
And I had appropriate support around me
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我从身边得到了一些支持，
04:35
to allow me to live
with what had happened.
with what had happened.
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让我能放下过去，好好生活。
04:38
I had become a survivor of abuse
rather than a victim.
rather than a victim.
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我在虐待中生存下来，没有被摧毁。
04:42
And at 21, I contacted Samaritans again.
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21岁的时候，我再一次
联系了撒玛利亚会，
联系了撒玛利亚会，
04:45
This time because I wanted
to become a volunteer.
to become a volunteer.
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因为我想成为一名志愿者，
04:48
Wanted to pay something back
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来回馈他们带给我的帮助，
04:49
to the organization
that had really saved my life.
that had really saved my life.
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因为是撒玛利亚会拯救了我。
04:54
I knew that the simple act of listening
in an empathetic way
in an empathetic way
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我知道，感同身受地
聆听他人虽然简单，
聆听他人虽然简单，
04:58
could have a profound effect.
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却可以产生神奇的效果。
05:00
I knew that somebody
listening to me without judgment
listening to me without judgment
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我知道，剔除主观臆测的聆听
05:04
would make the biggest difference.
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将产生巨大的影响。
05:07
So I caught up with my education,
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所以我努力学习，接受教育，
05:10
found someone I could persuade
to give me a job,
to give me a job,
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还找到了一份工作。
05:14
and I enjoyed my volunteering
at Samaritans.
at Samaritans.
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我享受在撒玛利亚会
做志愿者的时光。
做志愿者的时光。
05:17
And when I say "enjoyed,"
it's an odd word to use,
it's an odd word to use,
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“享受”这个词用在这里似乎有些奇怪，
05:20
because no one would want
to think of anyone
to think of anyone
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因为没有人希望他人
被困在无尽的悲惨和痛苦当中。
05:22
being in absolute distress or pain.
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05:25
But I knew that that profound impact
of that listening ear
of that listening ear
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但是我知道，倾听有很大的帮助，
05:27
and someone being alongside me
at that desperate time
at that desperate time
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那些曾经在我绝望之时，
认真聆听我的人，
认真聆听我的人，
05:31
had the biggest impact,
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对我来说最为重要，
05:32
and I felt a great sense of fulfillment
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能够在撒玛利亚会帮助他人
05:34
that I was able to help people
as a Samaritan.
as a Samaritan.
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让我有一种深深的满足感。
05:38
In my years volunteering at Samaritans,
I was asked to perform many roles.
I was asked to perform many roles.
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在撒玛利亚会做志愿的岁月里，
我扮演过许多角色。
我扮演过许多角色。
05:42
But I guess the peak came in 2008,
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不过我想，高潮出现在 2008 年，
05:45
when I was asked to chair
the organization for three years.
the organization for three years.
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当时我被任命为会长，为期三年。
05:48
So I had actually gone
from that vulnerable caller
from that vulnerable caller
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我曾经作为一个急需帮助的可怜人
在电话亭里打求助电话，
05:50
in the phone box, desperate for help,
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05:52
to being the national lead
for the organization
for the organization
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现在，作为撒玛利亚会的全国领导者，
05:55
and responsible for 22,000 volunteers.
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我要为 22000 名志愿者负责。
05:59
I actually used to joke at the time
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那个时候我常常跟他们开玩笑说，
06:00
and say if you really
screwed up as a caller,
screwed up as a caller,
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如果你曾经打过这里的求助电话，
那你最终可能会成为这里的管理者。
06:02
you might end up running the place.
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（笑声）
06:04
(Laughter)
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就像我一样。
06:05
Which I did.
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但我想，尽管许多高深专业
的工作主导着这个世界，
的工作主导着这个世界，
06:06
But I guess in a world which is dominated
by professionalizing everything we do,
by professionalizing everything we do,
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06:12
I really understood
that that simple act of listening
that that simple act of listening
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简单的聆听
06:14
could have such a life-changing effect.
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却可以彻底改变生活。
06:17
I guess it's a simple concept
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这是最简单的理念，
06:19
that can be applied
across all areas of life.
across all areas of life.
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可以应用到生活的方方面面。
06:22
So in the 1980s, when I called Samaritans,
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在 20 世纪 80 年代，
我向撒玛利亚会求助的时候，
我向撒玛利亚会求助的时候，
06:24
child abuse was a subject
no one wanted to talk about.
no one wanted to talk about.
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没有人愿意谈论虐童问题。
06:28
Victims were often blamed,
victims were often judged.
victims were often judged.
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受害者们常常被指责，被揣测。
06:33
And it was a topic of shame,
and no one really wanted to talk about it.
and no one really wanted to talk about it.
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没人愿意谈论它，
因为觉得那是奇耻大辱。
因为觉得那是奇耻大辱。
06:38
Today, judgment and shame
surround a different issue.
surround a different issue.
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今天，另一个问题也被臆测，
06:41
There's a different stigma
that's out there.
that's out there.
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被视为耻辱，
06:44
And the stigma that's there today
is to talk about loneliness.
is to talk about loneliness.
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那就是孤独。
06:50
Loneliness and isolation
have profound health impacts.
have profound health impacts.
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孤独寂寞这种精神状态
对健康影响很大，
对健康影响很大，
06:53
Being lonely can have a significant impact
on your own well-being.
on your own well-being.
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会严重影响精神健康。
06:58
Recent systematic review of research
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最近一项研究对此
进行了系统的考察，
进行了系统的考察，
07:00
actually said that it increased
the mortality rates,
the mortality rates,
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证明孤独增加了死亡率，
07:02
or premature death rates,
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或者说导致死亡时间提前
07:04
by up to 30 percent.
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高达 30%。
07:06
It can lead to higher blood pressure,
higher levels of depression,
higher levels of depression,
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孤独还能引发高血压，加重抑郁程度，
07:10
and actually aligned to mortality rates
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因酗酒或吸烟
07:12
that might be more associated
with alcohol abuse or smoking cigarettes.
with alcohol abuse or smoking cigarettes.
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导致的死亡机率也因此增加。
07:17
Loneliness is actually more harmful
that smoking 15 cigarettes.
that smoking 15 cigarettes.
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相比一天吸 15 根烟——是每天，
不是一辈子吸 15 根——
不是一辈子吸 15 根——
07:21
A day.
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孤独对人体的危害
07:23
Not in your life, in your day.
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要大得多。
07:25
It's also associated
with higher levels of dementia.
with higher levels of dementia.
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孤独还会引发严重的老年痴呆。
07:28
So a recent study also found
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最近一项研究还发现，
07:30
that lonely people are twice at risk
of Alzheimer's disease.
of Alzheimer's disease.
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感到孤独的人患阿尔兹海默症
的机率是一般人的两倍。
的机率是一般人的两倍。
07:35
Of course, there's many people
that live alone who are not lonely.
that live alone who are not lonely.
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当然，很多一个人生活
的人并不感到孤独，
的人并不感到孤独，
07:40
But being a caregiver for a partner
that maybe has dementia
that maybe has dementia
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但是照顾可能患有痴呆症的人
07:44
can be a very lonely place.
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却是一项孤独的工作。
07:47
And a recent landmark study gave us
a very good, clear definition
a very good, clear definition
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最近一项里程碑式的的研究
对孤独进行了
对孤独进行了
07:50
of what loneliness is.
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恰当、清晰的定义，
07:51
And it said it's a subjective,
unwelcome feeling
unwelcome feeling
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这是一种由缺少或丧失陪伴引起的
07:55
of a lack or loss of companionship.
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主观、消极的感受。
07:58
And it happens when there's a mismatch
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当我们所拥有的人际关系
与期望的人际关系
与期望的人际关系
08:00
between the quality and the quantity
of relationships that we have
of relationships that we have
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在质量与数量上不匹配时，
08:03
and those that we want.
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孤独就产生了。
08:07
Now in my life, the best help
I've ever received
I've ever received
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在我的生命中，别人私下对我的关心，
08:09
has been from those personal connections
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他人对我耐心的聆听，
08:11
and being listened to
in an empathetic way.
in an empathetic way.
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对我来说是最好的帮助。
08:15
Professionals, and I'm conscious
I'm speaking to a room of professionals,
I'm speaking to a room of professionals,
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我知道在坐的各位都是专业人士，
你们也扮演着重要的角色。
08:19
have a very important place.
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08:20
But for me, a volunteer
giving up their time
giving up their time
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但是对我来说，那些志愿者愿意花时间
08:23
and listening to me without judgment
in a confidential way,
in a confidential way,
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愿意剔除臆测，
保守秘密来倾听我的诉说，
保守秘密来倾听我的诉说，
08:27
had such a huge,
life-changing effect for me.
life-changing effect for me.
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已经给我的生活带来
天翻地覆的改变。
天翻地覆的改变。
08:30
And that was something
that really stayed with me.
that really stayed with me.
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这种改变始终陪伴着我。
08:33
So as you will have gathered,
in my teenage years,
in my teenage years,
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大家都已经了解，在我的少年时期，
我的生活脱离了轨道，
每天都在想还要不要活下去，
每天都在想还要不要活下去，
08:35
I was off the rails, I was going every day
wondering if I'd even live the next day.
wondering if I'd even live the next day.
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08:39
But that profound impact of the volunteer
listening to me stayed with me.
listening to me stayed with me.
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但是那位志愿者给我带来的影响
始终陪伴着我。
始终陪伴着我。
08:44
When I finally got to a point in my life
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终于，我的人生迎来了转折点，
08:46
where I felt I could live
with what had happened,
with what had happened,
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我可以放下过去，好好生活。
08:49
I wanted to pay something back.
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所以我想要做出回馈。
08:51
And in my experience,
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我知道，
08:53
people who have been helped
in a transforming way
in a transforming way
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那些得到帮助从而获得改变的人们，
08:56
always want to pay something back.
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也都想做些事情来帮助他人。
08:59
So I started paying back by my 25 years
volunteering with Samaritans.
volunteering with Samaritans.
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所以我在撒玛利亚会
做了 25 年志愿者，以此作为回报。
做了 25 年志愿者，以此作为回报。
09:05
And then, in 2013,
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2013 年，
09:07
picking up on that whole issue
and the new stigma of loneliness,
and the new stigma of loneliness,
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我意识到孤独问题已经成为
人们不愿启齿的遭遇，
人们不愿启齿的遭遇，
09:10
I launched a new national
helpline in the UK for older people,
helpline in the UK for older people,
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于是在英国发起了一条
新的服务热线来帮助老年人，
新的服务热线来帮助老年人，
09:14
called The Silver Line,
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叫做 “The Silver Line”，
09:15
which is there to support
lonely and isolated older people.
lonely and isolated older people.
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致力于帮助孤独寂寞的老年人。
09:20
In our short history,
we've taken 1.5 million calls.
we've taken 1.5 million calls.
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尽管成立的时间很短，
但我们已经接听了 150 万个电话。
但我们已经接听了 150 万个电话。
09:24
And I know we're having a big impact,
based on the feedback we get every day.
based on the feedback we get every day.
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我们每天都会获得反馈，
我们的影响力在扩大。
我们的影响力在扩大。
09:29
Some people might be calling up
for a friendly chat,
for a friendly chat,
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一些人打电话来，
是想进行一场愉快的交流，
是想进行一场愉快的交流，
09:32
maybe some information
about local services.
about local services.
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或者询问当地的一些服务信息。
09:34
Some might be calling
because they're suicidal.
because they're suicidal.
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还有些人打电话来，
是因为他们有自杀倾向，
是因为他们有自杀倾向，
09:37
Some might be calling up
because they're reporting abuse.
because they're reporting abuse.
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或者想要举报虐待事件。
09:40
And some quite simply, as I was,
may have simply just given up on life.
may have simply just given up on life.
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也有些人，像我曾经那样，
想要放弃生命。
想要放弃生命。
09:46
I guess it's a really simple idea,
setting up a helpline.
setting up a helpline.
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开通一道热线，
这是多么简单的一件事。
这是多么简单的一件事。
09:49
And I look back to those early days
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我回想起早些时候，
09:51
when I had the lofty title, I still have,
of chief exec, but in the early days,
of chief exec, but in the early days,
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我还拥有首席执行官
的崇高称号的时候，
的崇高称号的时候，
09:55
I was chief exec of myself.
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也同时是我自己的 CEO。
09:56
Which, I have to say, I had
the best meetings ever in my career --
the best meetings ever in my career --
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这应该是我职业生涯中
最棒的一次会议了——
最棒的一次会议了——
（笑声）
10:00
(Laughter)
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成为自己的 CEO。
10:01
as chief exec of myself.
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10:02
But things have moved on, and now in 2017,
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时光流转，现在已经是 2017 年，
10:06
we have over 200 staff
listening to older people
listening to older people
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我们已经拥有超过 200 名
接听老年人热线的员工，
接听老年人热线的员工，
10:10
every day of the year, 24/7.
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保证热线全天候工作。
10:12
We also have over 3,000 volunteers
making weekly friendship calls
making weekly friendship calls
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我们也拥有 3000 多名志愿者
10:16
from their own home.
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每周在家里接听热线。
10:18
We also, for people
that like the written word,
that like the written word,
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我们也为喜欢写字的人
提供写信的渠道，Sliver Letter，
提供写信的渠道，Sliver Letter，
10:20
offer Silver Letters,
and we write pen-pal letters
and we write pen-pal letters
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然后以笔友的身份
10:23
to older people who still enjoy
receiving a letter.
receiving a letter.
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给期望收到信件的老年人回信。
10:27
And we also have introduced
something called Silver Circles --
something called Silver Circles --
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2921
我们还创立了Silver Circles——
你会发现，我们所有活动名称前
10:30
you notice I'm owning
the word "silver" here --
the word "silver" here --
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都有“Silver”这个词——
这是我们的标志。
这是我们的标志。
10:32
put "silver" in front of it and it's ours.
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620730
2003
Silver Circles 是一系列
群体会谈形式的电话，
群体会谈形式的电话，
10:34
Silver Circles are group conference calls
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人们可以在此谈论共同的爱好。
10:36
where people actually
talk about shared interests.
talk about shared interests.
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10:39
My favorite group is the music group,
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我最喜欢的是音乐组，
10:40
where people, every week,
play musical instruments
play musical instruments
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每周都有人演奏乐器，
10:43
down the phone to each other.
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透过电话，互相演奏给对方听。
10:45
Not always the same tune at the same time.
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不过有时候也会跑调。
10:47
(Laughter)
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（笑）
10:48
But they do have fun.
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1400
但是他们真的很开心。
10:51
And "fun" is an interesting word,
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“开心”这个词挺有趣，
10:52
because I've talked very much about
desperation, loneliness and isolation.
desperation, loneliness and isolation.
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因为我之前谈论的
都是绝望、孤独和寂寞。
都是绝望、孤独和寂寞。
10:56
But if you came to our helpline in the UK,
you would also hear laughter.
you would also hear laughter.
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但是如果你拨打我们
在英国的热线，就可以听到欢笑声。
在英国的热线，就可以听到欢笑声。
11:00
Because at the Silver Line,
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因为在 Silver Line，
11:01
we do want to cherish
the wonderful lives of older people
the wonderful lives of older people
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我们真切地希望留住
老年人们精彩的生活，
老年人们精彩的生活，
11:05
and all the experiences that they bring.
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记住他们带来的经历。
11:07
So here's an example,
just a snippet of one of our calls.
just a snippet of one of our calls.
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3579
这里有一个例子，是我们
其中一个热线电话的片段。
其中一个热线电话的片段。
11:11
(Audio) Good morning,
you're through to the Silver Line.
you're through to the Silver Line.
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（音频）早上好，您拨打的是Silver Line。
我是 Alan，我能为您做些什么呢？
11:14
My name's Alan, how can I help?
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女士：你好 Alan，早安。
11:16
Woman: Hello, Alan. Good morning.
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Alan：您好。
11:17
Alan: Hello.
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1151
女士：（语调欢快）你好呀！
11:18
Woman: (Chipper) Hello!
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Alan：您今天早上过的好吗？
11:20
Alan: Oh, how are you this morning?
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女士：挺好的，谢谢你。
11:21
Woman: I'm alright, thank you.
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ALan：很高兴听到您说一切都好。
11:23
Alan: I'm pleased to hear it.
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女士：电话真是个好东西，对吧？
11:24
Woman: What a wonderful thing
the telephone is, you know?
the telephone is, you know?
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11:28
Alan: It's a remarkable
invention, isn't it?
invention, isn't it?
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Alan：很伟大的发明，对不对？
女士：我记得，我还是个小女孩的时候，
11:30
Woman: I remember
when I was a little girl,
when I was a little girl,
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2079
11:32
donkey's years ago,
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1532
那是很久很久以前了，
11:33
if you wanted to make
a phone call to somebody,
a phone call to somebody,
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2896
如果想要给别人打电话，
11:36
you had to go to a shop
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必须要跑到商店里去，
11:39
and use the telephone of the shop
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2452
用商店里的电话，
11:41
and pay the shop for using the telephone
and have your phone call.
and have your phone call.
228
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3953
付了钱才能打。
11:45
So you didn't make phone calls
just whenever you fancied.
just whenever you fancied.
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所以人们当时并不能
随心所欲地打电话。
随心所欲地打电话。
Alan：真是遗憾。
11:48
Alan: Oh, no.
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女士：（咳嗽）抱歉。
11:49
Woman: (Coughs) Oh, sorry.
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（咳嗽）
11:51
(Coughs)
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11:52
Excuse me about that.
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不好意思。
11:53
You had to, you know,
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当时，
11:55
confine your phone calls
to the absolute essentials.
to the absolute essentials.
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人们只有在最有必要的时候
才能打电话。
才能打电话。
11:59
And now, here I am, sitting in my own home
in my dressing gown still,
in my dressing gown still,
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但是现在，我穿着睡袍，
坐在自己家里打着电话，
坐在自己家里打着电话，
12:04
and using the telephone,
isn't it wonderful?
isn't it wonderful?
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多棒呀！
12:07
Alan: It is. (Laughter)
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2502
Alan：是很棒！
（笑声）
（笑声）
12:10
SA: And that's not untypical of a call
we might receive at our helpline.
we might receive at our helpline.
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SA：我们接听的电话中，
这样的情况并不少见。
这样的情况并不少见。
12:14
That's someone who really sees us
as part of the family.
as part of the family.
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这些人真的把我们视为家人。
12:17
So Silver Line, I guess,
are now helping older people
are now helping older people
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所以 Sliver Line 像撒玛利亚会
12:20
in the same way
that Samaritans has helped me.
that Samaritans has helped me.
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帮助我一样帮助着老年人。
接听人员每时每刻都在线，
认真聆听，完全保密，
认真聆听，完全保密，
12:22
They're there 24/7,
they're listening confidentially
they're listening confidentially
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12:25
and quite often not giving any advice.
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一般不会提供任何建议。
12:27
How often do we really ever listen
without giving advice?
without giving advice?
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我们有多久没有
只是聆听而不提供建议了？
只是聆听而不提供建议了？
这真的很难。
12:31
It's actually quite hard.
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1333
12:32
Quite often on the phone calls,
an older person would say,
an older person would say,
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我们经常会在电话上听到老年人说，
12:35
"Could you give me some advice, please?"
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“你能不能给我一些建议？”
20 分钟后，他们会说，
“谢谢你的建议”。
“谢谢你的建议”。
12:37
And 20 minutes later, they say,
"Thank you for your advice,"
"Thank you for your advice,"
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但其实我们根本没有提供任何建议。
12:40
and we realize we haven't given any.
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1740
（笑声）
12:42
(Laughter)
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1001
我们一直在接听，从未打断来访者，
12:43
We've listened and listened,
and we haven't interrupted.
and we haven't interrupted.
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2613
但是或许对于那个人来说，
我们的确提供了建议。
我们的确提供了建议。
12:45
But to that person,
maybe we have given advice.
maybe we have given advice.
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12:48
We recently conducted
a survey at The Silver Line
a survey at The Silver Line
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2366
最近，我们对 The Silver Line
进行了一项反馈调查，
进行了一项反馈调查，
询问 3000 名老人对
这一热线服务的看法。
这一热线服务的看法。
12:50
to 3,000 older people, to ask them
what they thought of the service.
what they thought of the service.
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3657
12:54
And one person quite simply
came back and said,
came back and said,
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2334
其中有一个人说，
12:56
for the first time in her life,
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2557
她播打这个热线以后，
12:59
she had what we would call
in the sport cricket a wicketkeeper,
in the sport cricket a wicketkeeper,
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3786
人生第一次开始扮演
一名板球守门员的角色，
一名板球守门员的角色，
13:03
and what you would call
in baseball, a catcher.
in baseball, a catcher.
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3200
或者你们说的棒球捕手那样，
13:06
I've been here 48 hours,
and I'm talking American.
and I'm talking American.
260
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2397
我来这儿才两天，
说话就带有美国范儿了，
说话就带有美国范儿了，
等我回到英国，
他们肯定都认不出我来了。
他们肯定都认不出我来了。
13:09
They will not recognize me
when I get home.
when I get home.
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2015
13:11
(Laughter)
262
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1524
（笑声）
13:12
But for the first time in her life,
she had that catcher,
she had that catcher,
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2737
但是人生中第一次当这样的“捕手”，
13:15
which is really, really important.
264
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对她来说真的很重要。
13:17
And now it's come full circle,
because actually,
because actually,
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2649
如今 Sliver Line 成了一条完整的专线，
13:20
people that are calling Silver Line
and needing a catcher
and needing a catcher
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2683
给热线致电以
寻求帮助的人越来越多，
寻求帮助的人越来越多，
13:22
are now becoming catchers themselves
by putting something back
by putting something back
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他们同样做出了相应的回馈，
如今也开始帮助他人，
如今也开始帮助他人，
13:25
and becoming volunteers
and becoming part of our family.
and becoming part of our family.
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3007
他们以志愿者的身份，
加入了我们的大家庭。
加入了我们的大家庭。
13:29
So I end my talk, really, where I started,
talking about my own personal experience.
talking about my own personal experience.
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就如演讲开始那样，
我也想用自己的经历结束这个演讲。
我也想用自己的经历结束这个演讲。
13:34
Because when I talk about my life,
I often say that I've been lucky.
I often say that I've been lucky.
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每次我谈论起自己的生活，都倍感幸运。
13:37
And people generally ask me why.
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人们就会问为什么会感到幸运。
13:40
And it's because,
at every stage of my life,
at every stage of my life,
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这是因为，在我人生的每个阶段，
13:42
I have been lucky enough to have someone
alongside me at the right time
alongside me at the right time
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在关键时刻总有贵人相助，
13:47
who maybe has believed in me,
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他们信任我。
13:48
which in turn has helped me
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这种信任转而帮助我
13:50
just to believe a little bit more
in myself, which has been so important.
in myself, which has been so important.
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更加相信我自己，这真的非常重要。
13:55
And everyone needs a catcher
at some point in their lives.
at some point in their lives.
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每个人的生命中都要有一个“捕手”。
13:58
This is my catcher.
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那么 Pam
14:00
So that's Pam.
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就是我的“捕手”。
14:02
And she answered the call to me
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她在 30 多年前，
14:03
when I was that 14-year-old
in the phone box, over 30 years ago.
in the phone box, over 30 years ago.
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我 14 岁的时候接听了我拨打的电话。
14:08
So never, ever underestimate
the power of a simple human connection.
the power of a simple human connection.
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所以千万不要低估
人与人之间简单的交流，
人与人之间简单的交流，
14:14
Because it can be and so often is
the power to save a life.
the power to save a life.
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因为它会转化为挽救生命的力量。
14:18
Thank you.
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谢谢大家。
14:19
(Applause)
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（掌声）
ABOUT THE SPEAKER
Sophie Andrews - Author, helpline advocateSophie Andrews is the CEO of The Silver Line, a 24-hour phone line that provides social connectivity for isolated senior citizens in the UK and receives approximately 1,500 calls per day.
Why you should listen
Sophie Andrews's harrowing childhood experiences, documented in her 2009 autobiography, Scarred, inspired her to become a local volunteer for the suicide prevention line Samaritans over 25 years ago, and she later served as the organization's national chairman for three years. Andrews makes regular appearances as a motivational speaker before a variety of audiences, giving talks about her life experiences and the importance of charity work.
Sophie Andrews | Speaker | TED.com