ABOUT THE SPEAKER
Christine Porath - Management professor, researcher
Christine Porath helps organizations build thriving workplaces.

Why you should listen

Christine Porath teaches at Georgetown University's McDonough School of Business. She's the author of Mastering Civility: A Manifesto for the Workplace and co-author of The Cost of Bad Behavior. Her speaking and consulting clients include Google, United Nations, World Bank, International Monetary Fund, Genentech, Marriott, National Institute of Health, Department of Labor, Department of the Treasury, Department of Justice and National Security Agency. She has written for the Harvard Business Review, the New York Times, the Wall Street Journal, McKinsey Quarterly and the Washington Post. She serves on the Advisory Council for the Partnership for Public Service.

Before getting her PhD, Porath worked for International Management Group (IMG), a leading sports management and marketing firm. She received her BA from College of the Holy Cross, where she was a member of the women's basketball and soccer teams, and her PhD from Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.

More profile about the speaker
Christine Porath | Speaker | TED.com
TEDxUniversityofNevada

Christine Porath: Why being respectful to your coworkers is good for business

克里斯汀·波拉斯: 为什么对你的同事友善会对业绩有益?

Filmed:
2,637,244 views

期待在事业上取得成功? 领导力研究者克里斯汀·波拉斯说,从对同事友善开始。在这个有科学依据的演讲中, 她分享了惊人的发现:粗鲁无礼的代价,而微小的善行可以让人们在事业获得成功,也会让公司变得更好。
- Management professor, researcher
Christine Porath helps organizations build thriving workplaces. Full bio

Double-click the English transcript below to play the video.

00:12
Who do you want to be?
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你想成为谁?
00:15
It's a simple简单 question,
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这是一个简单的问题,
00:17
and whether是否 you know it or not,
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不管你知不知道答案,
00:19
you're answering回答 it every一切 day
through通过 your actions行动.
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你每天都在用你的行动回答它。
00:22
This one question will define确定
your professional专业的 success成功
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这一个问题会比其他的问题
更好地定义
00:27
more than any other,
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你事业的成功,
00:29
because how you show显示 up
and treat对待 people means手段 everything.
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因为你的表现和对待他人的方式
代表了一切。
00:34
Either you lift电梯 people up
by respecting关于 them,
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不论你是举高他人
通过尊重他们
00:38
making制造 them feel valued价值,
appreciated赞赏 and heard听说,
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使他们感到重视,
欣赏和倾听,
00:43
or you hold保持 people down
by making制造 them feel small,
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还是压制他人
通过使他们感到渺小,
00:47
insulted受辱, disregarded忽视 or excluded排除.
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侮辱、忽视或排斥。
00:52
And who you choose选择 to be means手段 everything.
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你选择成为谁代表着一切
00:56
I study研究 the effects效果
of incivility非礼 on people.
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我研究了在人类身上
不文明行为的影响。
00:59
What is incivility非礼?
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什么是不文明?
01:01
It's disrespect or rudeness粗鲁.
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是不尊重或者粗鲁无礼。
01:03
It includes包括 a lot of different不同 behaviors行为,
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它包含了许多不同的行为,
01:06
from mocking嘲讽 or belittling轻视 someone有人
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从嘲笑或者轻蔑某人,
01:08
to teasing戏弄 people in ways方法 that sting
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到以刺痛的方式戏弄他人,
01:10
to telling告诉 offensive进攻 jokes笑话
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到开冒犯人的玩笑,
01:12
to texting发短信 in meetings会议.
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到在会议上发短信。
01:14
And what's uncivil不文明 to one person
may可能 be absolutely绝对 fine to another另一个.
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一个人觉得失礼的行为,
另一个来说是完全可以接受的。
01:19
Take texting发短信 while someone's谁家
speaking请讲 to you.
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当别人在跟你说话的时候发短信,
01:22
Some of us may可能 find it rude无礼,
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我们当中的一些人
可能觉得这很无礼
01:24
others其他 may可能 think it's absolutely绝对 civil国内.
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另一些人可能觉得
这完全可以接受。
01:27
So it really depends依靠.
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所以这真的得看情况。
01:28
It's all in the eyes眼睛 of the beholder旁观者
and whether是否 that person felt disrespected不尊重.
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这完全取决于旁观者的看法
和那个人是否感到不尊重。
01:34
We may可能 not mean to make
someone有人 feel that way,
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我们可能并没有让某人
那么想的打算,
01:37
but when we do, it has consequences后果.
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但是当我们做了后,
它有了代价。
01:41
Over 22 years年份 ago,
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22多年前,
01:43
I vividly生动地 recall召回 walking步行 into
this stuffy hospital醫院 room房间.
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我清楚地记得
走进这个古板的医院病房
01:47
It was heartbreaking令人心碎 to see my dad,
this strong强大, athletic竞技, energetic有活力 guy,
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我心碎的看着我爸爸这个坚强,
体格健壮,精力充沛的男人,
01:53
lying说谎 in the bed with electrodes电极
strapped to his bare chest胸部.
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躺在床上
电极绑在他裸露的胸膛上。
01:58
What put him there
was work-related与工作有关 stress强调.
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使他躺在那里的
是和工作相关的压力。
02:02
For over a decade,
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十多年来,
02:04
he suffered遭遇 an uncivil不文明 boss老板.
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他有一个不文明的老板。
02:09
And for me, I thought he was
just an outlier局外人 at that time.
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我曾以为他只是一个特例。
02:14
But just a couple一对 years年份 later后来,
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但是仅仅几年后,
02:16
I witnessed目击 and experienced有经验的
a lot of incivility非礼
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在我毕业后的第一个工作内
02:19
in my first job工作 out of college学院.
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我眼见和亲身遭遇了
许多不文明行为。
02:22
I spent花费 a year going to work every一切 day
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我花了一年的时间每天去工作
02:24
and hearing听力 things from coworkers合作伙伴 like,
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和听取同事的意见,
就像
02:27
"Are you an idiot白痴?
That's not how it's doneDONE,"
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"你是白痴吗?
这不是这么做的"
02:30
and, "If I wanted your opinion意见, I'd ask."
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和 “我如果需要你的意见,
我会问。”
02:35
So I did the natural自然 thing.
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所以我做了再自然不过的事情。
02:37
I quit放弃, and I went back to grad毕业 school学校
to study研究 the effects效果 of this.
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辞职, 然后回到大学
研究这个对人产生的效应
02:42
There, I met会见 Christine克里斯汀 Pearson皮尔逊.
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在那里, 我认识了
克里斯廷·皮尔森,
02:45
And she had a theory理论
that small, uncivil不文明 actions行动
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她有一个理论
那些小小的, 不文明的行为,
02:48
can lead to much bigger problems问题
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可导致更大的问题,
02:51
like aggression侵略 and violence暴力.
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比如侵略和暴力。
02:53
We believed相信 that incivility非礼 affected受影响
performance性能 and the bottom底部 line线.
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我们相信不礼貌行为会影响
一个人的表现和结果。
02:57
So we launched推出 a study研究,
and what we found发现 was eye-opening大开眼界.
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所以我们开展了一个研究,
所发现的让我们大开眼界
03:02
We sent发送 a survey调查 to business商业 school学校 alumni校友
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我们寄了一个调查表给
在不同机构工作的
03:05
working加工 in all different不同 organizations组织.
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商学院的学生,
03:07
We asked them to write a few少数 sentences句子
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我们要求他们写一小段
03:09
about one experience经验
where they were treated治疗 rudely粗暴,
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关于他们被粗鲁对待,
03:13
disrespectfully无礼 or insensitively麻木不仁,
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不被尊重或是被无视的一段经历,
03:15
and to answer回答 questions问题
about how they reacted反应.
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然后回答
他们当时是什么反应?
03:20
One person told us about a boss老板
that made制作 insulting侮辱 statements声明 like,
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有人告诉我们有一个老板
一直说侮辱性的话:
03:24
"That's kindergartner's幼儿园的 work,"
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“那是幼儿园小孩的工作。”
03:26
and another另一个 tore撕毁 up someone's谁家 work
in front面前 of the entire整个 team球队.
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另一个在全队面前
把某人的工作撕毁。
03:31
And what we found发现 is that incivility非礼
made制作 people less motivated动机:
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我们发现了那些不文明行为
会消减人们的动力,
03:36
66 percent百分 cut back work efforts努力,
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66%的人们工作动力减少,
03:39
80 percent百分 lost丢失 time
worrying令人担忧 about what happened发生,
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80%的人们浪费时间
担心发生的事情,
03:42
and 12 percent百分 left their job工作.
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和12%直接辞职。
03:46
And after we published发表 these results结果,
two things happened发生.
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当我们公布了这些结果后,
发生了两件事情。
03:50
One, we got calls电话 from organizations组织.
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一, 我们接到了企业的电话
03:53
Cisco思科 read about these numbers数字,
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思科系统阅读了这些数据,
03:55
took just a few少数 of these
and estimated预计, conservatively保守,
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使用了其中的一些,
作了保守的估计,
03:59
that incivility非礼 was costing成本核算 them
12 million百万 dollars美元 a year.
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发现他们曾因为不文明的行为
一年损失了了1200万美元。
04:03
The second第二 thing that happened发生 was,
we heard听说 from others其他 in our academic学术的 field领域
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第二件发生的事情是,我们
听到了在学术界的人说:
04:08
who said, "Well, people are reporting报告
this, but how can you really show显示 it?
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“好吧,人们在报道它,
但是你可以真的证明它吗?
04:13
Does people's人们 performance性能 really suffer遭受?"
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人们的表现真的会变糟吗?“
04:16
I was curious好奇 about that, too.
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我也对它很好奇。
04:19
With Amir阿米尔 Erez埃雷兹, I compared相比
those that experienced有经验的 incivility非礼
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和阿米尔·埃雷兹一起, 我对比了
遭遇过不文明行为的人
04:23
to those that didn't
experience经验 incivility非礼.
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和不曾受到不文明行为的人。
04:26
And what we found发现 is that those
that experience经验 incivility非礼
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我们发现那些
受到过不文明行为的
04:29
do actually其实 function功能 much worse更差.
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工作真的会做得更差。
04:33
"OK," you may可能 say. "This makes品牌 sense.
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“好吧,” 你可能会说。
“这是讲得通的。
04:36
After all, it's natural自然
that their performance性能 suffers患有."
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他们的表现会变糟
是自然的事情。”
04:40
But what about if you're not
the one who experiences经验 it?
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但是如果你不是那个
经历过的人呢?
04:44
What if you just see or hear it?
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如果你只是看到或者听到呢?
04:46
You're a witness见证.
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你是目击者。
04:48
We wondered想知道 if it affected受影响 witnesses目击者, too.
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我们想知道目击者
会不会也受到影响。
04:51
So we conducted进行 studies学习
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所以我们进行了研究
04:53
where five participants参与者 would witness见证
an experimenter实验者 act法案 rudely粗暴
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五个参加者见证
实验者粗鲁地对待
04:56
to someone有人 who arrived到达 late晚了 to the study研究.
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一个晚到实验室的人。
04:59
The experimenter实验者 said,
"What is it with you?
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实验者说,
“你怎么回事?
05:02
You arrive到达 late晚了, you're irresponsible不负责任.
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你晚到,你不负责任。
05:04
Look at you! How do you expect期望
to hold保持 a job工作 in the real真实 world世界?"
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看看你自己! 你怎么可能
胜任现实世界里的工作?“
05:09
And in another另一个 study研究 in a small group,
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在另一个小组研究中,
05:11
we tested测试 the effects效果 of a peer窥视
insulting侮辱 a group member会员.
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我们测试了同僚
侮辱一个队友的影响。
05:15
Now, what we found发现 was really interesting有趣,
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现在, 我们发现了
非常令人感兴趣的
05:17
because witnesses'证人 '
performance性能 decreased下降, too --
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因为目击者的表现
也降低了--
05:20
and not just marginally轻微,
quite相当 significantly显著.
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不仅仅是轻微的,
非常显著。
05:26
Incivility不礼貌 is a bug窃听器.
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不文明是个病
05:28
It's contagious传染性的,
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会传染的病,
05:30
and we become成为 carriers运营商 of it
just by being存在 around it.
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我们会仅仅因为在附近
而被传染
05:34
And this isn't confined受限 to the workplace职场.
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而且不只限于工作的地方。
05:37
We can catch抓住 this virus病毒 anywhere随地 --
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随时随地我们都有可能
感染病毒,
05:39
at home, online线上, in schools学校
and in our communities社区.
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在家里, 在网上, 在学校
和在我们的社区。
05:45
It affects影响 our emotions情绪,
our motivation动机, our performance性能
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它会影响我们的心情,
动力,表现
05:49
and how we treat对待 others其他.
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和怎么对待他人。
05:51
It even affects影响 our attention注意
and can take some of our brainpower脑力.
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它甚至会影响我们的注意力
和剥夺一些脑力。
05:56
And this happens发生 not only
if we experience经验 incivility非礼
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它的发生不仅仅是
因为我们经历过
05:59
or we witness见证 it.
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或者目睹过不文明,
06:01
It can happen发生 even if we
just see or read rude无礼 words.
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它甚至会因为我们
看过或者读过粗鲁的话而发生。
06:06
Let me give you an example of what I mean.
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让我给你们打个比喻。
06:09
To test测试 this, we gave people
combinations组合 of words
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为了证明这个, 我们给了别人
一些词的组合
06:12
to use to make a sentence句子.
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让他们造句。
06:14
But we were very sneaky偷偷摸摸.
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但是我们非常狡猾。
06:16
Half the participants参与者 got a list名单
with 15 words used to trigger触发 rudeness粗鲁:
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有一半的参与者收到一个
触发粗鲁的十五个词的列表:
06:22
impolitely不客气, interrupt打断, obnoxious厌恶, bother.
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没礼貌, 打断,
惹人厌,打扰。
06:27
Half the participants参与者
received收到 a list名单 of words
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另一半的参与者收到了
不会触发粗鲁的词的列表。
06:30
with none没有 of these rude无礼 triggers触发器.
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06:32
And what we found发现 was really surprising奇怪,
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我们的发现令人惊讶,
06:35
because the people who got the rude无礼 words
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因为收到粗鲁词的人们
06:38
were five times more likely容易 to miss小姐
information信息 right in front面前 of them
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在电脑屏幕前
漏掉信息的可能性
比其他人多出了五倍。
06:42
on the computer电脑 screen屏幕.
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06:44
And as we continued继续 this research研究,
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当我们继续这个研究时,
06:46
what we found发现 is that those
that read the rude无礼 words
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我们还发现了那些读过
粗鲁词的人们
06:50
took longer to make decisions决定,
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需要更长的时间
做决定,
06:52
to record记录 their decisions决定,
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记录决定,
06:53
and they made制作 significantly显著 more errors错误.
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而且他们明显犯了更多的错误。
06:57
This can be a big deal合同,
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这非常重要,
06:58
especially特别 when it comes
to life-and-death生与死 situations情况.
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尤其是在
生和死的局面里。
07:02
Steve史蒂夫, a physician医师, told me
about a doctor医生 that he worked工作 with
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史蒂夫, 一名从医者,
曾告诉过我关于一名
07:06
who was never very respectful尊敬的,
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他曾一起工作过的医生。
他从来不尊重别人,
07:08
especially特别 to junior初级 staff员工 and nurses护士.
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尤其是对资历较浅的员工和护士。
07:11
But Steve史蒂夫 told me about
this one particular特定 interaction相互作用
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但是史蒂夫告诉我
有一次,
07:14
where this doctor医生 shouted喝道
at a medical team球队.
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那个医生对团队大声训斥。
07:18
Right after the interaction相互作用,
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刚好在那之后,
07:20
the team球队 gave the wrong错误 dosage剂量
of medication药物治疗 to their patient患者.
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团队开了错的药的剂量
给他们的患者。
07:25
Steve史蒂夫 said the information信息
was right there on the chart图表,
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史蒂夫说所有信息就在图表上,
07:29
but somehow不知何故 everyone大家
on the team球队 missed错过 it.
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但是不知道怎么的
团队里的每个人都错过了它。
07:33
He said they lacked缺乏 the attention注意
or awareness意识 to take it into account帐户.
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他说他们缺乏注意力,
也没有考虑全信息的意识。
07:37
Simple简单 mistake错误, right?
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不过是个简单的错误, 对吗?
07:39
Well, that patient患者 died死亡.
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嗯, 那个患者死了。
07:42
Researchers研究人员 in Israel以色列 have actually其实 shown显示
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以色列的研究者们发现
07:45
that medical teams球队 exposed裸露 to rudeness粗鲁
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承受过粗鲁行为的
医疗团队
07:48
perform演出 worse更差 not only
in all their diagnostics诊断,
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不仅仅是在他们
所有的诊断上表现差,
07:51
but in all the procedures程序 they did.
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而是在所有他们做过的事情上
表现差。
07:54
This was mainly主要 because
the teams球队 exposed裸露 to rudeness粗鲁
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最主要是因为
被粗鲁对待过的团队
07:57
didn't share分享 information信息 as readily容易,
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不会乐意共享信息,
08:00
and they stopped停止 seeking
help from their teammates队友.
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他们还会停止寻求队友帮助。
08:03
And I see this not only in medicine医学
but in all industries行业.
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我并不只是在医疗行业上看到
而是在所有的行业里。
08:08
So if incivility非礼 has such这样 a huge巨大 cost成本,
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所以如果不文明
有这么大的代价的话,
08:11
why do we still see so much of it?
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它为什么还这么常见?
08:14
I was curious好奇, so we surveyed调查
people about this, too.
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我很好奇, 所以我们也
做了关于这个的问卷调查。
08:18
The number one reason原因 is stress强调.
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最重要的原因是压力,
08:20
People feel overwhelmed不堪重负.
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人们感到被压垮了。
08:23
The other reason原因 that people
are not more civil国内
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人们不再文明还因为
08:26
is because they're skeptical怀疑的
and even concerned关心
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他们持怀疑态度,
甚至担心
08:29
about being存在 civil国内 or appearing出现 nice不错.
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成为文明或者好相处的人。
08:32
They believe they'll他们会 appear出现
less leader-like像铅一样.
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他们坚信他们会看起来
不像领导者。
08:34
They wonder奇迹: Do nice不错 guys finish last?
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他们自问: 好相处的人们
真会坚持到最后吗?
08:38
Or in other words: Do jerks抽搐 get ahead?
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或者说: 混蛋难道不一直会领先吗?
08:41
(Laughter笑声)
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(笑声)
08:43
It's easy简单 to think so,
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很容易会这么想,
08:44
especially特别 when we see
a few少数 prominent突出 examples例子
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尤其是当我们看到
几个少数突出
08:47
that dominate支配 the conversation会话.
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主导谈话的例子。
08:50
Well, it turns out,
in the long run, they don't.
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事实证明, 从长远来看,
他们并没有。
08:54
There's really rich丰富 research研究 on this
by Morgan摩根 McCall麦考尔 and Michael迈克尔 Lombardo伦巴多
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摩根·麦考尔和迈克尔·隆巴尔多,
当他们在创意领导中心的时候,
08:58
when they were at
the Center中央 for Creative创作的 Leadership领导.
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对此进行了丰富的研究。
09:00
They found发现 that the number one reason原因
tied to executive行政人员 failure失败
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他们发现与执行失败相关的
主要原因是
09:05
was an insensitive麻木不仁, abrasive磨料
or bullying欺凌 style样式.
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一种不理智,使人厌烦的
或者欺凌的风格。
09:10
There will always be some outliers离群
that succeed成功 despite尽管 their incivility非礼.
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当然总会有一些例外,
即使他们不文明也成功了。
09:14
Sooner迟早 or later后来, though虽然,
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早晚有一天,
09:16
most uncivil不文明 people
sabotage破坏 their success成功.
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大部分的不文明
会阻扰他们的成就。
09:20
For example, with uncivil不文明 executives高管,
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比如,不文明的领导,
09:22
it comes back to hurt伤害 them
when they're in a place地点 of weakness弱点
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当他们处于弱势
或者需要东西时
09:25
or they need something.
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就惨了。
09:26
People won't惯于 have their backs.
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因为别人不会支持他们。
09:29
But what about nice不错 guys?
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那些好人呢?
09:31
Does civility礼貌 pay工资?
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文明有回报吗?
09:33
Yes, it does.
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当然有。
09:35
And being存在 civil国内 doesn't just mean
that you're not a jerk混蛋.
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文明不代表你不是一个混蛋,
09:40
Not holding保持 someone有人 down
isn't the same相同 as lifting吊装 them up.
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不轻视别人和鼓舞人们不一样。
09:44
Being存在 truly civil国内 means手段
doing the small things,
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真正的文明代表
做好小细节,
09:47
like smiling微笑 and saying
hello你好 in the hallway门厅,
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就像在过道微笑和打招呼,
09:50
listening fully充分 when
someone's谁家 speaking请讲 to you.
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当别人跟你讲话时专注地倾听。
09:54
Now, you can have strong强大 opinions意见,
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现在,你可以有强烈的意见,
09:56
disagree不同意, have conflict冲突
or give negative feedback反馈 civilly民事,
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不同意他人,与他人起冲突或者
文明地给别人负面的反馈,
10:01
with respect尊重.
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前提是要尊重别人。
10:02
Some people call it "radical激进 candor直率,"
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有些人叫它“彻底的坦率” ,
10:05
where you care关心 personally亲自,
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就是你关心对方,
10:06
but you challenge挑战 directly.
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同时也可以挑战对方。
10:09
So yes, civility礼貌 pays支付.
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所以, 是的, 文明是有回报的。
10:12
In a biotechnology生物技术 firm公司,
colleagues同事 and I found发现
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在一个生物技术公司,
我和我同事发现
10:15
that those that were seen看到 as civil国内
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那些被公认为文明的人
10:17
were twice两次 as likely容易
to be viewed观看 as leaders领导者,
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被视为领导的可能性有两倍
10:20
and they performed执行 significantly显著 better.
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而且他们的表现明显较好。
10:23
Why does civility礼貌 pay工资?
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为什么文明有回报?
10:25
Because people see you
as an important重要 -- and a powerful强大 --
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因为别人会看你是一个
重要的和强大的人
10:29
unique独特 combination组合
of two key characteristics特点:
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结合两个特征的独一无二的组合:
10:33
warm and competent胜任, friendly友善 and smart聪明.
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热情和能干, 友好和聪明。
10:37
In other words, being存在 civil国内
isn't just about motivating激励 others其他.
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用别的话来说,
文明不只可以激励别人
10:41
It's about you.
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也是为了自己。
10:43
If you're civil国内, you're more likely容易
to be seen看到 as a leader领导.
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如果你文明,
你更有可能被看成一位领导者。
10:47
You'll你会 perform演出 better, and you're seen看到
as warm and competent胜任.
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你会表现得更好,
同时看起来更热情和能干。
10:51
But there's an even bigger story故事
about how civility礼貌 pays支付,
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文明的回报不止于此,
10:55
and it ties联系 to one of the most
important重要 questions问题 around leadership领导:
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它与领导力最重要的问题息息相关:
11:00
What do people want most
from their leaders领导者?
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大家从领导那里最想得到什么?
11:03
We took data数据 from over
20,000 employees雇员 around the world世界,
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我们取了全世界2万员工的数据,
11:07
and we found发现 the answer回答 was simple简单:
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2005
找到的答案很简单:
11:10
respect尊重.
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尊重、
11:12
Being存在 treated治疗 with respect尊重
was more important重要
205
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被尊重对待
11:15
than recognition承认 and appreciation升值,
206
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比认识和欣赏,
11:18
useful有用 feedback反馈,
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比有效的反馈
11:20
even opportunities机会 for learning学习.
208
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1937
甚至比学习的机会更重要。
11:22
Those that felt respected尊敬 were healthier健康,
209
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那些感到被尊重对待的人更健康,
11:26
more focused重点,
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1375
更集中,
11:27
more likely容易 to stay
with their organization组织
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更有可能留在机构里
11:30
and far more engaged订婚.
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2038
和更投入。
11:34
So where do you start开始?
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所以你该从哪里开始?
11:36
How can you lift电梯 people up
and make people feel respected尊敬?
214
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你要怎么让别人振作起来
和让他们感到尊重?
11:40
Well, the nice不错 thing is,
it doesn't require要求 a huge巨大 shift转移.
215
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值得高兴的是,
它不需要很大的改变。
11:43
Small things can make a big difference区别.
216
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2546
做小小的事情可以有很大的改变。
11:47
I found发现 that thanking表达感谢 people,
217
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我发现学会感恩,
11:49
sharing分享 credit信用,
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分享功劳,
11:51
listening attentively用心,
219
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专注的聆听,
11:53
humbly虚心 asking questions问题,
220
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谦虚的提问,
11:56
acknowledging承认 others其他 and smiling微笑
221
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2715
认可他人和微笑
11:58
has an impact碰撞.
222
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都是有影响的。
12:01
Patrick帕特里克 Quinlan昆兰, former前任的 CEOCEO
of Ochsner奥赫斯纳 Health健康 [System系统],
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709497
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帕特里克·昆兰,奥斯纳
健康系统的前执行首席官,
12:05
told me about the effects效果
of their 10-5 way,
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2857
曾告诉过我他们的
“10-5步”的方法,
12:08
where if you're within 10 feet of someone有人,
225
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2258
当你跟某人在十英尺的距离内,
12:10
you make eye contact联系 and smile微笑,
226
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2650
你要和他对视微笑,
12:13
and if you're within five feet,
227
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1672
当你们在五英尺的距离内
12:14
you say hello你好.
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1293
你要说你好。
12:16
He explained解释 that civility礼貌 spread传播,
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他说文明行为扩展了,
12:19
patient患者 satisfaction满意 scores分数 rose玫瑰,
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患者的满足指数提升了,
12:21
as did patient患者 referrals推介.
231
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1896
患者的推荐指数也上升了。
12:24
Civility礼貌 and respect尊重 can be used
to boost促进 an organization's组织的 performance性能.
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文明和尊重可以促进
机构的业绩。
12:29
When my friend朋友 Doug道格 Conant康南 took over
as CEOCEO of Campbell's坎贝尔 Soup Company公司 in 2001,
233
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当我的朋友道格·康南特在2011
出任坎贝尔公司的首席执行官时,
12:35
the company's公司 market市场 share分享
had just dropped下降 in half.
234
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2927
公司的股票刚跌了一半,
12:38
Sales销售 were declining下降,
235
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1675
销售在往下跌,
12:40
lots of people had just been laid铺设 off.
236
748230
2609
很多人被解雇了。
12:42
A Gallup盖洛普 manager经理 said it was
the least最小 engaged订婚 organization组织
237
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3824
一位盖洛普经理表示
在他们的调查历史中,
12:46
that they had surveyed调查.
238
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1346
这是最不受欢迎的组织。
12:48
And as Doug道格 drove开车 up
to work his first day,
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2925
当道格第一天开车去上班时,
12:51
he noticed注意到 that the headquarters司令部
was surrounded包围 by barbwire巴尔维尔 fence篱笆.
240
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3974
他发现总公司被
铁钢丝的围墙包围,
12:56
There were guard守卫 towers
in the parking停車處 lot.
241
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2581
停车场里有警卫塔。
12:59
He said it looked看着 like
a minimum最低限度 security安全 prison监狱.
242
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3637
他说就像一个
小小的安全监狱。
13:03
It felt toxic有毒的.
243
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1811
他感觉非常有害。
13:06
Within five years年份, Doug道格
had turned转身 things around.
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在五年内,道格
改变了很多东西,
13:10
And within nine years年份, they were setting设置
all-time整天 performance性能 records记录
245
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在九年内, 他们突破了
空前的业绩记录,
13:13
and racking货架 up awards奖项,
including包含 best最好 place地点 to work.
246
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2955
并获得奖项,
包括最好的工作场所。
13:17
How did he do it?
247
785449
1293
他是怎么做到的?
13:19
On day one, Doug道格 told employees雇员
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第一天,道格就跟员工说
13:21
that he was going to have
high standards标准 for performance性能,
249
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2667
他会有很高的业绩标准,
13:24
but they were going
to do it with civility礼貌.
250
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2085
但是我们要文明地达到它。
13:26
He walked the talk,
and he expected预期 his leaders领导者 to.
251
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他带头表态, 同时
他也希望他的领导们也能这样。
13:30
For Doug道格, it all came来了 down
to being存在 tough-minded坚强的头脑 on standards标准
252
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4715
对于Doug来说, 这一切
都是对标准的坚韧
13:35
and tenderhearted滕德心海 with people.
253
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1884
和温厚的待人。
13:38
For him, he said it was all about
these touch触摸 points,
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3213
对于他来说,
这全是关于这些接触点
13:41
or these daily日常 interactions互动
he had with employees雇员,
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809356
3207
或者他和员工的这些日常互动,
13:44
whether是否 in the hallway门厅,
in the cafeteria自助餐馆 or in meetings会议.
256
812587
3930
不论是在走廊,
在咖啡厅或者在会议室。
13:49
And if he handled处理 each touch触摸 point well,
257
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2678
如果他处理好每个接触点,
13:51
he'd他会 make employees雇员 feel valued价值.
258
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2128
他会使员工感到有价值。
13:55
Another另一个 way that Doug道格
made制作 employees雇员 feel valued价值
259
823089
3515
道格还有一个使他员工感到被重视,
13:58
and showed显示 them that
he was paying付款 attention注意
260
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2396
让员工知道他有心方法:
14:01
is that he handwrote手写 over 30,000
thank-you谢谢-你 notes笔记 to employees雇员.
261
829048
5363
他给他的员工们手写了
三万张感谢条。
14:06
And this set an example for other leaders领导者.
262
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2341
这给其他领导人树立了榜样。
14:10
Leaders领导者 have about 400
of these touch触摸 points a day.
263
838456
3685
他们每天大概有
400个这样的接触点,
14:14
Most don't take long,
less than two minutes分钟 each.
264
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3348
大部分都不长,少于两分钟,
14:17
The key is to be agile敏捷 and mindful铭记
in each of these moments瞬间.
265
845537
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重点是在每个时刻
保持敏捷和专注。
14:22
Civility礼貌 lifts升降机 people.
266
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1730
文明能鼓励人们。
14:25
We'll get people to give more
and function功能 at their best最好
267
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我们会让热门更好的
发挥他们的作用,
14:28
if we're civil国内.
268
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1158
如果我们用文明的方式。
14:30
Incivility不礼貌 chips芯片 away at people
and their performance性能.
269
858528
3147
不文明会一点点消耗人
并影响他们的业绩,
14:33
It robs抢劫 people of their potential潜在,
270
861699
2261
它剥夺了人们的潜能,
14:35
even if they're just working加工 around it.
271
863984
2025
即便是一旁工作的人也一样。
14:39
What I know from my research研究 is that
when we have more civil国内 environments环境,
272
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我从我的研究中了解到的是
当我们有更文明的环境时
14:43
we're more productive生产的, creative创作的,
helpful有帮助, happy快乐 and healthy健康.
273
871313
5456
我们更有效率,更有创造力,
更愿意帮助别人,更快乐和更健康。
14:49
We can do better.
274
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1440
我们可以做的更好。
14:51
Each one of us can be more mindful铭记
275
879479
3008
我们中的每个人可以更小心,
14:54
and can take actions行动
to lift电梯 others其他 up around us,
276
882511
3570
也可以采取行动提升
我们身边的每个人,
14:58
at work, at home, online线上,
277
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3288
在工作上, 在家里, 在网上,
15:01
in schools学校
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1164
在学校里
15:02
and in our communities社区.
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和在我们的社区里。
15:04
In every一切 interaction相互作用, think:
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在每个互动里,想一下
15:07
Who do you want to be?
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你想成为谁?
15:10
Let's put an end结束 to incivility非礼 bug窃听器
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让我们结束不文明,
15:12
and start开始 spreading传播 civility礼貌.
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和开始扩散文明。
15:15
After all, it pays支付.
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最后的最后, 它是有回报的
15:18
Thank you.
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谢谢。
15:19
(Applause掌声)
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(掌声)
Translated by Annie Zhang
Reviewed by Cissy Yun

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ABOUT THE SPEAKER
Christine Porath - Management professor, researcher
Christine Porath helps organizations build thriving workplaces.

Why you should listen

Christine Porath teaches at Georgetown University's McDonough School of Business. She's the author of Mastering Civility: A Manifesto for the Workplace and co-author of The Cost of Bad Behavior. Her speaking and consulting clients include Google, United Nations, World Bank, International Monetary Fund, Genentech, Marriott, National Institute of Health, Department of Labor, Department of the Treasury, Department of Justice and National Security Agency. She has written for the Harvard Business Review, the New York Times, the Wall Street Journal, McKinsey Quarterly and the Washington Post. She serves on the Advisory Council for the Partnership for Public Service.

Before getting her PhD, Porath worked for International Management Group (IMG), a leading sports management and marketing firm. She received her BA from College of the Holy Cross, where she was a member of the women's basketball and soccer teams, and her PhD from Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.

More profile about the speaker
Christine Porath | Speaker | TED.com

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