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Hilary Cottam: Social services are broken. How we can fix them
Hilary Cottam: 面對崩壞的社會服務我們該如何修復它
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一個家庭陷入危機——有時是因為失業、吸毒，家人反睦和遇到不幸——這時社會服務系統必須介入，幫助他們重回正軌。Hilary Cottam 表示在英國一個普通家庭遇到危機，可以向 70 多個不同的專業機構求助，但似乎都是無濟於事。Cottam 請求我們想辦法去解決那些根深蒂固又複雜的社會問題。我們怎樣才可以替有需要家庭和社會服務人員建立熱誠又互相扶持的關係？
Hilary Cottam - Innovator and social entrepreneur
Hilary Cottam wants to redesign the welfare state using the power of relationships. Full bio
Hilary Cottam wants to redesign the welfare state using the power of relationships. Full bio
Double-click the English transcript below to play the video.
00:12
I want to tell you three stories
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我想給大家講三個故事，
00:15
about the power of relationships
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關於以人際關係的力量去解決
00:17
to solve the deep and complex
social problems of this century.
social problems of this century.
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本世紀深層又複雜的社會問題。
00:22
You know, sometimes it seems
like all these problems
like all these problems
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有時候所有的那些困難，
00:24
of poverty, inequality, ill health,
unemployment, violence, addiction --
unemployment, violence, addiction --
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如貧窮、不平等、病痛丶
失業、暴力和毒瘾——
失業、暴力和毒瘾——
00:29
they're right there in one person's life.
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它們都集中在某個不幸者身上。
00:32
So I want to tell you about someone
like this that I know.
like this that I know.
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所以我告訴大家一位
有這樣遭遇的人。
有這樣遭遇的人。
00:36
I'm going to call her Ella.
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我打算叫她艾拉。
00:38
Ella lives in a British city
on a run down estate.
on a run down estate.
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艾拉住在英國一座城市
00:42
The shops are closed, the pub's gone,
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那裡商店倒閉，酒館關門，
00:44
the playground's pretty desolate
and never used,
and never used,
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遊樂場荒廢，沒有遊人，
00:46
and inside Ella's house,
the tension is palpable
the tension is palpable
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艾拉家
00:49
and the noise levels are deafening.
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喧鬧聲震耳欲聾。
00:51
The TV's on at full volume.
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只聽見電視機開到最高聲浪。
00:53
One of her sons is fighting
with one of her daughters.
with one of her daughters.
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她的一個兒子正在
跟另㚈一個女兒打架。
跟另㚈一個女兒打架。
00:55
Another son, Ryan, is keeping up this
constant stream of abuse from the kitchen,
constant stream of abuse from the kitchen,
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另外一個兒子萊恩在廚房
傳來一連串的咀咒聲，
傳來一連串的咀咒聲，
00:59
and the dogs are locked
behind the bedroom door and straining.
behind the bedroom door and straining.
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狗狗們被鎖在臥室門後，
并企圖掙脫。
并企圖掙脫。
01:02
Ella is stuck.
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艾拉不知所措。
01:04
She has lived with crisis for 40 years.
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她在這樣窘境中生活了40年。
01:07
She knows nothing else,
and she knows no way out.
and she knows no way out.
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她一無所長，
也知道沒有出路。
也知道沒有出路。
01:11
She's had a whole series
of abusive partners,
of abusive partners,
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她曾相處過的所有伴侶。
無一例外都虐待她。
無一例外都虐待她。
01:13
and, tragically, one of her children has
been taken into care by social services.
been taken into care by social services.
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可悲的是，她其中一個孩子
被社會福利機構帶走撫養。
被社會福利機構帶走撫養。
01:18
The three children
that still live with her
that still live with her
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其餘三個孩子仍然跟她同住
01:20
suffer from a whole range of problems,
and none of them are in education.
and none of them are in education.
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受盡種種困苦，
沒有一個孩子在上學。
沒有一個孩子在上學。
01:23
And Ella says to me that she
is repeating the cycle
is repeating the cycle
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艾拉告訴我她的人生其實是在
01:26
of her own mother's life before her.
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重蹈她母親的覆轍。
01:29
But when I met Ella,
there were 73 different services
there were 73 different services
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但是我見艾拉時，
她所在的當地政府
她所在的當地政府
01:32
on offer for her and her family
in the city where she lives,
in the city where she lives,
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為她和她的家人提供了73種不同服務，
01:36
73 different services
run out of 24 departments in one city,
run out of 24 departments in one city,
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這73種不同服務來自於
該市24個不同部門。
該市24個不同部門。
01:40
and Ella and her partners and her children
were known to most of them.
were known to most of them.
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這些部門都熟悉
艾拉和伴侶以及她孩子。
艾拉和伴侶以及她孩子。
01:43
They think nothing of calling
social services
social services
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但艾拉等人覺得沒有必要
請求社會服務機構
請求社會服務機構
01:45
to try and mediate one of the many
arguments that broke out.
arguments that broke out.
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來平息家中的任何一項爭執。
01:48
And the family home was visited
on a regular basis by social workers,
on a regular basis by social workers,
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這個家庭以前定時
有很多人來探訪，
有很多人來探訪，
01:52
youth workers, a health officer,
a housing officer, a home tutor
a housing officer, a home tutor
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包括社工丶青年社工丶
衛生官員，
衛生官員，
01:56
and the local policemen.
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家教和當地警員。
01:58
And the governments say
that there are 100,000 families
that there are 100,000 families
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政府宣稱英國現今有十萬
02:01
in Britain today like Ella's,
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像艾拉這樣的家庭，
02:03
struggling to break the cycle of economic,
social and environmental deprivation.
social and environmental deprivation.
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奮力地想打破因貧困帶來的
經濟、社交及居住環境上的惡性循環。
經濟、社交及居住環境上的惡性循環。
02:09
And they also say
that managing this problem
that managing this problem
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政府同時提到為應付這個問題，
02:11
costs a quarter of a million pounds
per family per year
per family per year
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每年在每個家庭上花費25萬英鎊，
02:14
and yet nothing changes.
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然而毫無作用。
02:15
None of these well-meaning visitors
are making a difference.
are making a difference.
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沒有一個好心的探訪者
給這些家庭帶來一點點改變。
給這些家庭帶來一點點改變。
02:18
This is a chart we made in the same city
with another family like Ella's.
with another family like Ella's.
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這張圖表是同一座城市我們替另一個
像艾拉一樣的家庭做的。
像艾拉一樣的家庭做的。
02:23
This shows 30 years of intervention
in that family's life.
in that family's life.
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它顯示了這個家庭30年來
受到㚈界介入的情況。
受到㚈界介入的情況。
02:26
And just as with Ella, not one of these
interventions is part of an overall plan.
interventions is part of an overall plan.
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就如艾拉一樣，這些介入
沒有一個是帶著周詳地計劃來的。
沒有一個是帶著周詳地計劃來的。
02:30
There's no end goal in sight.
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他們缺乏明確地目標。
02:32
None of the interventions
are dealing with the underlying issues.
are dealing with the underlying issues.
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這些介入都沒有著眼于根本的問題。
02:35
These are just containment measures,
ways of managing a problem.
ways of managing a problem.
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只是控制的措施，
應付問題的方法。
應付問題的方法。
02:38
One of the policemen says to me,
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其中一名警員對我說：
02:40
"Look, I just deliver the message
and then I leave."
and then I leave."
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＂你看，我只是帶個口信之後便離開。"
02:42
So, I've spent time living
with families like Ella's
with families like Ella's
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所以我曾花時間
在世界不同的地方
在世界不同的地方
02:45
in different parts of the world,
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跟像艾拉一樣家庭生活在一起。
02:46
because I want to know: what can we learn
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因為我想知道：我們能
從這些我們的社福機構
從這些我們的社福機構
02:49
from places where our social institutions
just aren't working?
just aren't working?
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不起作用的地方學到些什麼？
02:52
I want to know what it feels like
to live in Ella's family.
to live in Ella's family.
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我想知道艾拉的家庭怎樣生活的。
02:55
I want to know what's going on
and what we can do differently.
and what we can do differently.
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我想知道接下來該如何做，
可否找到不同的解決方式。
可否找到不同的解決方式。
02:59
Well, the first thing I learned
is that cost is a really slippery concept.
is that cost is a really slippery concept.
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首先我學到了
花錢真是不可靠的想法。
花錢真是不可靠的想法。
03:03
Because when the government says
that a family like Ella's
that a family like Ella's
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因為當政府宣稱他們每年要花費
03:06
costs a quarter of a million pounds
a year to manage,
a year to manage,
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25萬英鎊來服務
這些像艾拉的家庭，
這些像艾拉的家庭，
03:09
what it really means
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其實是這整個福利系統
03:10
is that this system costs
a quarter of a million pounds a year.
a quarter of a million pounds a year.
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每年花費了25萬英鎊。
03:13
Because not one penny of this money
actually touches Ella's family
actually touches Ella's family
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因為實際上沒有分毫
花在艾拉的家庭上
花在艾拉的家庭上
03:16
in a way that makes a difference.
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并讓他們發生一點點改變的。
03:17
Instead, the system is just
like this costly gyroscope
like this costly gyroscope
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換言之，這個系統就像
䀚貴的陀螺儀，
䀚貴的陀螺儀，
03:20
that spins around the families,
keeping them stuck at its heart,
keeping them stuck at its heart,
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在這些家庭周圍旋轉，
讓它們困在其中，
讓它們困在其中，
03:23
exactly where they are.
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原地踏步。
03:25
And I also spent time
with the frontline workers,
with the frontline workers,
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我也曾花時間
跟一線的工作人員相處，
跟一線的工作人員相處，
03:27
and I learned that it
is an impossible situation.
is an impossible situation.
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然後明白這情況是不合理的。
03:30
So Tom, who is the social worker
for Ella's 14-year-old son Ryan,
for Ella's 14-year-old son Ryan,
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湯姆是萊恩的社工。
萊恩是艾拉的14歲兒子，
萊恩是艾拉的14歲兒子，
03:35
has to spend 86 percent of his time
servicing the system:
servicing the system:
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湯姆用他工作的86%時間
來服務系統：
來服務系統：
03:38
meetings with colleagues,
filling out forms,
filling out forms,
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跟同事開會，填表格，
03:41
more meetings with colleagues
to discuss the forms,
to discuss the forms,
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又加開會議討論表格的問題，
03:43
and maybe most shockingly,
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最恐怖的可能是
03:44
the 14 percent of the time
he has to be with Ryan
he has to be with Ryan
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他用剩餘的14％時間
與萊恩見面的目的
與萊恩見面的目的
03:47
is spent getting data
and information for the system.
and information for the system.
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只是為了幫助系統收集訊息。
03:49
So he says to Ryan,
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他問萊恩：
03:51
"How often have you been smoking?
Have you been drinking?
Have you been drinking?
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"你多久抽一次菸？
你喝酒嗎？
你喝酒嗎？
03:53
When did you go to school?"
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你什麼時候上學？"
03:55
And this kind of interaction
rules out the possibility
rules out the possibility
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這樣的交流阻斷了
03:57
of a normal conversation.
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正常的對話可能性。
03:58
It rules out the possibility
of what's needed
of what's needed
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破壞了湯姆跟萊恩
04:01
to build a relationship
between Tom and Ryan.
between Tom and Ryan.
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培養感情的機會。
04:04
When we made this chart,
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我們完成這個圖表後，
04:06
the frontline workers,
the professionals --
the professionals --
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前線工作人員和專家
04:08
they stared at it absolutely amazed.
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無不目定口呆，驚訝不已。
04:10
It snaked around the walls
of their offices.
of their offices.
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它們被貼在辦公室四周的墻上。
04:12
So many hours, so well meant,
but ultimately so futile.
but ultimately so futile.
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他們滿懷好意，花了不少時間，
到頭來徒勞無功。
到頭來徒勞無功。
04:18
And there was this moment
of absolute breakdown,
of absolute breakdown,
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這一係統直到在此刻才真正崩潰，
04:22
and then of clarity:
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其後才明白：
04:24
we had to work in a different way.
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我們要改變方法。
04:27
So in a really brave step,
the leaders of the city where Ella lives
the leaders of the city where Ella lives
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於是艾拉的當地政府
踏出了勇敢地一步，
踏出了勇敢地一步，
04:30
agreed that we could start
by reversing Ryan's ratio.
by reversing Ryan's ratio.
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同意我們將服務萊恩的時間
與服務系統的時間比例調轉。
與服務系統的時間比例調轉。
04:33
So everyone who came into contact
with Ella or a family like Ella's
with Ella or a family like Ella's
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於是所有探訪艾拉
或是像艾拉一樣家庭的人，
或是像艾拉一樣家庭的人，
04:36
would spend 80 percent of their time
working with the families
working with the families
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必須用80％的時間服務家庭，
04:39
and only 20 percent servicing the system.
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而只有20％替系統工作。
04:42
And even more radically,
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甚至更具突破性的的是，
04:44
the families would lead
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那些家庭將做為主導，
04:45
and they would decide who
was in a best position to help them.
was in a best position to help them.
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他們可以決定誰是
最適合幫助他們的人。
最適合幫助他們的人。
04:48
So Ella and another mother were asked
to be part of an interview panel,
to be part of an interview panel,
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艾拉跟另一位母親
獲邀加入面試小組，
獲邀加入面試小組，
04:52
to choose from amongst
the existing professionals
the existing professionals
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挑選現有的專業人員
04:54
who would work with them.
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將來替她們工作。
04:56
And many, many people wanted to join us,
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其後很多人都想加入我們的隊伍，
04:58
because you don't go into this kind
of work to manage a system,
of work to manage a system,
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因為你不再是為一個系統或機構服務，
05:01
you go in because you can
and you want to make a difference.
and you want to make a difference.
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你加入是因為你能夠
且希望為他們帶來改變。
且希望為他們帶來改變。
05:04
So Ella and the mother asked
everybody who came through the door,
everybody who came through the door,
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艾拉和另一個母親
問每個進來的人：
問每個進來的人：
05:07
"What will you do when my son
starts kicking me?"
starts kicking me?"
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＂如果我兒子開始踢我，
你會怎麼辦？＂
你會怎麼辦？＂
05:10
And so the first person who comes in says,
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第一個進來的人答：
05:12
"Well, I'll look around
for the nearest exit
for the nearest exit
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＂噢，我會找最近的出口，
05:15
and I will back out very slowly,
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然後慢慢退出去，
05:17
and if the noise is still going on,
I'll call my supervisor."
I'll call my supervisor."
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如果吵鬧仍然繼續，
我會打電話給上司。"
我會打電話給上司。"
05:21
And the mothers go,
"You're the system. Get out of here!"
"You're the system. Get out of here!"
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然後一眾媽媽說：
你只是系統，滾出去！
你只是系統，滾出去！
05:23
And then the next person who comes
is a policeman, and he says,
is a policeman, and he says,
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跟著下一個進來，
是一位警員，他說：
是一位警員，他說：
05:26
"Well, I'll tackle your son to the ground
and then I'm not sure what I'll do."
and then I'm not sure what I'll do."
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“我會將你的孩子按在地上，
但不確定接下來我會怎麼做。”
但不確定接下來我會怎麼做。”
05:30
And the mothers say, "Thank you."
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兩位母親說：“多謝你。”
05:32
So, they chose professionals who confessed
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於是組員選了一些專業人員。
05:34
they didn't necessarily have the answers,
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那些人員坦承自己
未必有什麼辦法，
未必有什麼辦法，
05:36
who said -- well, they weren't
going to talk in jargon.
going to talk in jargon.
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也不會用專業術語跟家庭說話。
05:40
They showed their human qualities
and convinced the mothers
and convinced the mothers
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他們顯示個人素養，
因此母親們深信
因此母親們深信
05:43
that they would stick with them
through thick and thin,
through thick and thin,
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這些人不管任何時候
都會與他們緊密相連，
都會與他們緊密相連，
05:46
even though they wouldn't
be soft with them.
be soft with them.
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即使他們不會溫柔地對待家庭成員。
05:48
So these new teams and the families
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這些新團隊和這些家庭
05:49
were then given a sliver
of the former budget,
of the former budget,
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從以前的經費得來一筆錢，
05:52
but they could spend the money
in any way they chose.
in any way they chose.
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讓他們可以自由地運用。
05:54
And so one of the families
went out for supper.
went out for supper.
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其中有一個家庭
用來出㚈吃晚飯。
用來出㚈吃晚飯。
05:56
They went to McDonald's and they sat down
and they talked and they listened
and they talked and they listened
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他們到了麥當勞，很久以來，
06:00
for the first time in a long time.
125
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第一次坐下來互相傾聽對方説話。
06:02
Another family asked the team
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另一個家庭要求團隊
06:04
if they would help them do up their home.
127
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3042
替他們翻新房子。
06:07
And one mother took the money
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還有另一位母親拿經费
06:08
and she used it as a float
to start a social enterprise.
to start a social enterprise.
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用作流動資金開一間社企。
06:12
And in a really short space of time,
130
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在很短的時間內，
06:14
something new started to grow:
131
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有些新變化萌芽：
06:17
a relationship between the team
and the workers.
and the workers.
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2898
團隊跟隊員建立了關係。
06:20
And then some remarkable
changes took place.
changes took place.
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跟著有些令人驚訝的變化出現.
06:23
Maybe it's not surprising
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1520
或許這並不意外
06:24
that the journey for Ella has had
some big steps backwards
some big steps backwards
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2734
艾拉的際遇
曾有過很大的退步
曾有過很大的退步
06:27
as well as forwards.
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1161
此外也有進步。
06:28
But today, she's completed
an IT training course,
an IT training course,
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2765
但現在她完成了IT培訓課程，
06:31
she has her first paid job,
her children are back in school,
her children are back in school,
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3288
得到一份有薪工作，
孩子都上課去。
孩子都上課去。
06:34
and the neighbors,
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1151
以前那些
06:35
who previously just hoped this family
would be moved anywhere
would be moved anywhere
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2909
希望艾拉一家搬的
06:38
except next door to them,
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1206
越遠越好的鄰居們。
06:40
are fine.
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1151
也變的和睦，
06:41
They've made some new friendships.
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2100
他們產生了新的友誼。
06:43
And all the same people have been
involved in this transformation --
involved in this transformation --
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4016
參與到這場變革中
都是同樣的一群人--
都是同樣的一群人--
06:47
same families, same workers.
145
395369
2606
一樣的家庭，一樣的工作人員。
06:49
But the relationship between them
has been supported to change.
has been supported to change.
146
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3907
因為彼此的友誼支持他們求變。
06:54
So I'm telling you about Ella
because I think that relationships
because I think that relationships
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我告訴大家艾拉的故事，
因為我認為
因為我認為
06:57
are the critical resource we have
148
405661
1937
人際關係是解決這些難題
06:59
in solving some of these
intractable problems.
intractable problems.
149
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的重要資源。
07:02
But today, our relationships
are all but written off
are all but written off
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2722
但今天我們的人際關係
07:04
by our politics, our social policies,
our welfare institutions.
our welfare institutions.
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卻遭政治、社會政策
和福利機構毀掉。
和福利機構毀掉。
07:08
And I've learned that this
really has to change.
really has to change.
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所以我知道一定要改變這種情況。
07:12
So what do I mean by relationships?
153
420002
1950
那麼我說的＂關係"指的是什麼呢？
07:14
I'm talking about the simple
human bonds between us,
human bonds between us,
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3004
指的是人類之間單純的感情紐帶，
07:17
a kind of authentic sense
of connection, of belonging,
of connection, of belonging,
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425439
2536
一種真實可靠的關聯感、歸屬感，
07:19
the bonds that make us happy,
that support us to change,
that support us to change,
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2684
那種令人快樂的情誼，
支撐我們改變,
支撐我們改變,
07:22
to be brave like Ella
and try something new.
and try something new.
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2804
好像艾拉那般勇敢，勇於嘗試。
07:25
And, you know, it's no accident
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1920
所以你知道，那並非偶然
07:27
that those who run and work
in the institutions
in the institutions
159
435479
2539
那些管理社福機構的工作人員，
07:30
that are supposed to support
Ella and her family
Ella and her family
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2258
本應支持艾拉和她的家人，
07:32
don't talk about relationships,
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1514
但他們不談人際關係。
07:33
because relationships are expressly
designed out of a welfare model
designed out of a welfare model
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4072
因為很明顯地人際關係
07:37
that was drawn up in Britain
and exported around the world.
and exported around the world.
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3458
被這種起源於英國傳遍世界的
福利模式排除在外。
福利模式排除在外。
07:41
The contemporaries of William Beveridge,
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1933
William Beveridge
07:43
who was the architect
of the first welfare state
of the first welfare state
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2258
第一個福利國家的締造者，
07:45
and the author of the Beveridge Report,
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453679
1920
也是「Beveridge報告」的作者，
07:47
had little faith in what they called
the average sensual or emotional man.
the average sensual or emotional man.
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3499
他同時代的人不相信
擁有七情六慾的普通人。
擁有七情六慾的普通人。
07:51
Instead, they trusted this idea
of the impersonal system
of the impersonal system
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3444
轉而相信缺乏人情味的系統，
07:54
and the bureaucrat who would be detached
and work in this system.
and work in this system.
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4361
和為此工作的冷漠官僚。
07:58
And the impact of Beveridge
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而受Beveridge影響
08:01
on the way the modern state
sees social issues
sees social issues
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現代國家怎樣看待社會問題
08:03
just can't be underestimated.
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是不容低估的。
08:05
The Beveridge Report
sold over 100,000 copies
sold over 100,000 copies
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3176
「Beveridge報告」
在出版的第一個星期，
在出版的第一個星期，
08:08
in the first weeks of publication alone.
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2329
就已賣出十萬本。
08:11
People queued in the rain
on a November night to get hold of a copy,
on a November night to get hold of a copy,
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479041
3209
人們在一個11月的晚上，
冒著雨排隊去賣這本書。
冒著雨排隊去賣這本書。
08:14
and it was read across the country,
across the colonies, across Europe,
across the colonies, across Europe,
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482274
3366
這本書從國內、
傳到殖民地、歐洲
傳到殖民地、歐洲
08:17
across the United States of America,
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485664
1741
和美國。
08:19
and it had this huge impact
178
487429
1772
它大大影響到
08:21
on the way that welfare states
were designed around the globe.
were designed around the globe.
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489225
3597
全球所有福利國家制訂的福利政策。
08:24
The cultures, the bureaucracies,
the institutions -- they are global,
the institutions -- they are global,
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492846
5061
它所傳達的文化，官僚主義以及福利機構
——傳遍全球，
——傳遍全球，
08:29
and they've come to seem
like common sense.
like common sense.
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2020
它們似乎已經成了一種常識。
08:31
They've become so ingrained in us,
182
499975
2084
根深蒂固印在我們的腦袋裡，
08:34
that actually we don't even
see them anymore.
see them anymore.
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2247
雖然我們其實不曾見過它。
08:36
And I think it's really important to say
that in the 20th century,
that in the 20th century,
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我們必須鄭重地說
在二十世紀年代，
在二十世紀年代，
08:39
they were remarkably successful,
these institutions.
these institutions.
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2637
這些福利機構辦得異常地成功。
08:42
They led to longer lifespans,
the eradication of mass disease,
the eradication of mass disease,
186
510660
3431
它們帶來了人均壽命的延長、
根除了傳染病、
根除了傳染病、
08:46
mass housing, almost universal education.
187
514115
2991
大量住房，甚至幾乎全民普及的教育。
08:49
But at the same time,
188
517999
1976
但同時間，
08:51
Beveridge sowed the seeds
of today's challenges.
of today's challenges.
189
519999
3432
Beveridge 撒下了今日這些問題的種子。
08:55
So let me tell you a second story.
190
523999
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讓我告訴大家第二個故事。
08:57
What do you think today is a bigger killer
than a lifetime of smoking?
than a lifetime of smoking?
191
525787
5212
你知道比終生吸煙
更致命的因素是什麼嗎？
更致命的因素是什麼嗎？
09:05
It's loneliness.
192
533226
1608
那是孤獨。
09:07
According to government statistics,
one person over 60 -- one in three --
one person over 60 -- one in three --
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535741
4916
根據政府統計，超過60歳的市民，
09:12
doesn't speak to or see
another person in a week.
another person in a week.
194
540681
3192
每3個人中便有1人
整個星期與㚈界隔絕。
整個星期與㚈界隔絕。
09:16
One person in 10, that's 850,000 people,
195
544666
3309
每10個人中便有一個，
也就是有85萬人，
也就是有85萬人，
09:19
doesn't speak to anyone else in a month.
196
547999
2335
整個月沒有跟別人說過話。
09:22
And we're not the only people
with this problem;
with this problem;
197
550924
2274
並不是只有我們有這種問題；
09:25
this problem touches the whole
of the Western world.
of the Western world.
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553222
2431
整個西方國家普遍都是這樣。
09:27
And it's even more acute
in countries like China,
in countries like China,
199
555677
2298
而且在一些如中國那樣的國家，
問題更加嚴重，
問題更加嚴重，
09:29
where a process of rapid urbanization,
mass migration, has left older people
mass migration, has left older people
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557999
3683
因為急速的城鎮化，
大量人民遷徙，
大量人民遷徙，
09:33
alone in the villages.
201
561706
1544
留下老人孤獨地在鄉村過活。
09:35
And so the services that Beveridge
designed and exported --
designed and exported --
202
563274
3821
Beveridge 設計和傳遍
全球的福利服務，
全球的福利服務，
09:39
they can't address this kind of problem.
203
567119
2287
它們無法應付這樣的問題。
09:41
Loneliness is like a collective
relational challenge,
relational challenge,
204
569430
2610
孤獨就是大眾關係的挑戰，
09:44
and it can't be addressed
by a traditional bureaucratic response.
by a traditional bureaucratic response.
205
572064
3847
它無法通過傳統的官僚系統來解決。
09:48
So some years ago,
wanting to understand this problem,
wanting to understand this problem,
206
576486
2951
數年前，我想了解這個問題，
09:51
I started to work with a group
of about 60 older people
of about 60 older people
207
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2873
於是我在居住的倫敦南部，
09:54
in South London, where I live.
208
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1821
開始跟一群大約60歲的長者相處。
09:56
I went shopping, I played bingo,
209
584203
2075
我去購物，玩賓果遊戲，
09:58
but mainly I was just
observing and listening.
observing and listening.
210
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2163
但主要想觀察和聆聽
他們生活的點滴。
他們生活的點滴。
10:00
I wanted to know
what we could do differently.
what we could do differently.
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2545
我要知道
我們該如何改變。
我們該如何改變。
10:03
And if you ask them, people tell you
they want two things.
they want two things.
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2828
如果你問他們，他們會
告訴你兩件事。
告訴你兩件事。
10:06
They want somebody to go up a ladder
and change a light bulb,
and change a light bulb,
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2909
他們希望有人爬上梯子
幫忙換燈泡，
幫忙換燈泡，
10:09
or to be there when they
come out of hospital.
come out of hospital.
214
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2298
又或者有人去接他們出院。
10:11
They want on-demand, practical support.
215
599944
2354
他們要按個人需要
得到實際的支援。
得到實際的支援。
10:14
And they want to have fun.
216
602322
1558
他們想要快樂。
10:15
They want to go out, do interesting things
with like-minded people,
with like-minded people,
217
603904
3218
他們想要出來跟志同道合的朋友玩樂，
10:19
and make friends like we've all
made friends at every stage of our lives.
made friends at every stage of our lives.
218
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3720
像一般人在每個人生階段
結識新朋友。
結識新朋友。
10:23
So we rented a phone line,
hired a couple of handymen,
hired a couple of handymen,
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2729
於是我們租了一條電話線
和請了數名雜務員，
和請了數名雜務員，
10:26
and started a service we called "Circle."
220
614231
2337
展開一項叫"Circle"的服務。
10:28
And Circle offers its local membership
a toll-free 0 800 number
a toll-free 0 800 number
221
616592
3821
這項服務提供本地會員
免費電話號碼0800
免費電話號碼0800
10:32
that they can call on demand
for any support.
for any support.
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2729
他們有任何需求都可以立即打來。
10:35
And people have called us
for so many reasons.
for so many reasons.
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623190
2169
他們因為無數理由打來。
10:37
They've called because
their pets are unwell,
their pets are unwell,
224
625383
2119
有的是寵物不舒服，
10:39
their DVD is broken, they've forgotten
how to use their mobile phone,
how to use their mobile phone,
225
627526
3274
有的是DVD 壞了，有的是
忘了怎樣使用手提電話；
忘了怎樣使用手提電話；
10:42
or maybe they are coming out of hospital
226
630824
1925
又或者正要出院
10:44
and they want someone to be there.
227
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1653
希望有人在去接他。
10:46
And Circle also offers
a rich social calendar --
a rich social calendar --
228
634450
3150
＂Circle"還安排了豐富的社交活動--
10:49
knitting, darts, museum tours,
hot air ballooning -- you name it.
hot air ballooning -- you name it.
229
637624
4115
編織、擲飛標，參觀博物館
、玩熱氣球--你想到的都有。
、玩熱氣球--你想到的都有。
10:54
But here's the interesting thing,
the really deep change:
the really deep change:
230
642255
4395
最有趣的是他們生活
有徹底的變化：
有徹底的變化：
10:58
over time, the friendships
that have formed
that have formed
231
646674
3211
經過一段時間，真正的友誼
11:01
have begun to replace the practical offer.
232
649909
2554
已經建立，代替了實際的服務。
11:04
So let me tell you about Belinda.
233
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1633
讓我告訴你貝琳達的故事。
11:06
Belinda's a Circle member, and she was
going into hospital for a hip operation,
going into hospital for a hip operation,
234
654621
4236
她是"Circle"的會員，
正要入院做關節手術，
正要入院做關節手術，
11:10
so she called her local Circle to say
they wouldn't see her for a bit.
they wouldn't see her for a bit.
235
658881
3984
她打電話告訴當地的"Circle"
她會離開一陣子。
她會離開一陣子。
11:14
And Damon, who runs the local Circle,
calls her back and says, "How can I help?"
calls her back and says, "How can I help?"
236
662889
3800
戴蒙是那
11:18
And Belinda says, "Oh no, I'm fine --
237
666713
1911
貝琳達 説：啊，沒什麼問題--
11:20
Jocelyn is doing the shopping,
Tony's doing the gardening,
Tony's doing the gardening,
238
668648
2793
喬斯林負責購物，
托尼打理花草，
托尼打理花草，
11:23
Melissa and Joe are going
to come in and cook and chat."
to come in and cook and chat."
239
671465
2697
梅麗莎 和 喬會過來聊天和煮飯。"
11:26
So five Circle members
had organized themselves
had organized themselves
240
674186
3007
5個組員自行分配工作
11:29
to take care of Belinda.
241
677217
1904
去照顧貝琳達。
11:32
And Belinda's 80, although she says
that she feels 25 inside,
that she feels 25 inside,
242
680123
3346
雖然貝琳達已經80歲，
她感覺自己只有25歲。
她感覺自己只有25歲。
11:35
but she also says
243
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1564
但她也説
11:37
that she felt stuck and pretty down
when she joined Circle.
when she joined Circle.
244
685081
3446
最初加入＂Circle"時，
生活困難，心情很壞。
生活困難，心情很壞。
11:41
But the simple act of encouraging her
to come along to that first event
to come along to that first event
245
689083
4481
但是會員的小小鼓勵，
讓她參加第一次活動，
讓她參加第一次活動，
11:45
led to a process where
natural friendships formed,
natural friendships formed,
246
693588
3200
在那裡很自然地結識新朋友，
11:48
friendships that today are replacing
the need for expensive services.
the need for expensive services.
247
696812
4321
現在友情已經替代了
那些她需要的昂貴服務。
那些她需要的昂貴服務。
11:53
It's relationships
that are making the difference.
that are making the difference.
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701157
2977
這是人際關係帶來改變。
11:57
So I think that three factors
have converged
have converged
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我認為有3個因素
匯聚一起
匯聚一起
12:00
that enable us to put relationships
at the heart and center
at the heart and center
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才能讓我們把人際關係
用為核心
用為核心
12:03
of how we solve social problems today.
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用來解決今日的社會問題。
12:06
Firstly, the nature of the problems --
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第一是問題的本質--
12:08
they've changed, and they require
different solutions.
different solutions.
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它們變化無常，需要多種多樣
的解決方法。
的解決方法。
12:11
Secondly, the cost, human as much
as financial, of doing business as usual.
as financial, of doing business as usual.
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第二是經費，就像普通做生意的那樣，
經費越多人手越多。
經費越多人手越多。
12:15
And thirdly, technology.
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第三是科技
12:18
I've talked about the first two factors.
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我已談論了首兩個因素。
12:20
It's technology that enables
these approaches to scale
these approaches to scale
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因為科技，所以這個方式
能夠發揮到極致，
能夠發揮到極致，
12:23
and potentially now support
thousands of people.
thousands of people.
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足以服務現在數以千計的人仕。
12:26
So the technology we've used
is really simple,
is really simple,
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我們採用的科技很簡單，
12:29
it's made up of available things
like databases, mobile phones.
like databases, mobile phones.
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只是由現有的東西組成，
例如數據庫和手機。
例如數據庫和手機。
12:32
Circle has got this very simple
system that underpins it,
system that underpins it,
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正因為"Circle"有一個非常
簡單的系統支援，
簡單的系統支援，
12:35
enables a small local team to support
a membership of up to a thousand.
a membership of up to a thousand.
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才使得當地的小組
可以為上千名會員提供服務。
可以為上千名會員提供服務。
12:39
And you can contrast this
with a neighborhood organization
with a neighborhood organization
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你可以把它和70年代的鄰里組織
12:42
of the 1970s,
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相比較，
12:43
when this kind of scale
just wasn't possible,
just wasn't possible,
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這種規模的服務
在當時是不可能的，
在當時是不可能的，
12:45
neither was the quality or the longevity
that the spine of technology can provide.
that the spine of technology can provide.
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更遑論以科技為支柱
讓它變得更優質和長久。
讓它變得更優質和長久。
12:49
So it's relationships
underpinned by technology
underpinned by technology
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所以科技可以鞏固人際關係，
12:52
that can turn the Beveridge
models on their heads.
models on their heads.
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完全改變Beveridge 的模式。
12:55
The Beveridge models are all
about institutions with finite resources,
about institutions with finite resources,
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Beveridge 模式是關於
利用有限資源的社福機構，
利用有限資源的社福機構，
12:59
anonymously managing access.
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不具名的管理和投入。
13:01
In my work at the front line,
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我在前缐工作時，
13:03
I've seen again and again how
up to 80 percent of resource
up to 80 percent of resource
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見到多至80%的資源用在
13:07
is spent keeping people out.
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不停用來把人們拒之門㚈。
13:09
So professionals have to administer
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專業人員必須要處理
13:10
these increasingly complex forms
of administration
of administration
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那些日益複雜的行政表格，
13:13
that are basically about stopping people
accessing the service
accessing the service
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其實是用來阻止人們獲取服務
13:16
or managing the queue.
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或者管理申請的輪候隊伍。
13:18
And Circle, like the relational services
that we and others have designed,
that we and others have designed,
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所以我們設計了Circle
這種感情化的服務，
這種感情化的服務，
13:23
inverts this logic.
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去顛倒這種邏輯。
13:24
What it says is, the more people,
the more relationships,
the more relationships,
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它的宗旨是越多人參與，
所建立起的關係就越廣泛，
所建立起的關係就越廣泛，
13:28
the stronger the solution.
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解決辦法越強。
13:31
So I want to tell you my third
and final story,
and final story,
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我想告訴大家第三，
也是最後的故事，
也是最後的故事，
13:34
which is about unemployment.
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它與失業有關。
13:37
In Britain, as in most places
in the world,
in the world,
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英國像世界上大部分地方一樣，
13:40
our welfare states were primarily designed
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制訂國家福利的宗旨
13:42
to get people into work,
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是要人們就業，
13:45
to educate them for this,
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讓他們為此受教育，
13:47
and to keep them healthy.
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讓他們身體保持健康。
13:49
But here, too, the systems are failing.
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但福利制度，在這些方面
也同樣失效了。
也同樣失效了。
13:51
And so the response has been
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而政府的反應只是想把舊有制度
13:52
to try and make these old systems
even more efficient and transactional --
even more efficient and transactional --
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3537
變得更有效率和交易化，
13:56
to speed up processing times, divide
people into ever-smaller categories,
people into ever-smaller categories,
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3632
加快處理時間，把申請人
歸入更小的類別，
歸入更小的類別，
14:00
try and target services at them
more efficiently -- in other words,
more efficiently -- in other words,
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更有效率地為市民
提供適合的服務，
提供適合的服務，
14:03
the very opposite of relational.
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換言之，
它走到了人際關係的對立面。
它走到了人際關係的對立面。
14:07
But guess how most people find work today?
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但猜猜今日大多數人
怎樣找工作呢？
怎樣找工作呢？
14:11
Through word of mouth.
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那是經口耳相傳的方法。
14:13
It turns out that in Britain today,
most new jobs are not advertised.
most new jobs are not advertised.
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最後發現今日的英國，
大部分的新工作並不賣廣告。
大部分的新工作並不賣廣告。
14:18
So it's friends that tell you about a job,
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全靠朋友告訴你有新工作。
14:20
it's friends that recommend you for a job,
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全靠朋友介紹你去見工。
14:22
and it's a rich and diverse social network
that helps you find work.
that helps you find work.
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那是多元和豐富的
社會網絡幫你找工作。
社會網絡幫你找工作。
14:26
Maybe some of you here
this evening are thinking,
this evening are thinking,
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或許你們其中有些人今晚會想，
14:29
"But I found my job through an advert,"
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＂可是我因為看廣告，
才找到這份工。＂
才找到這份工。＂
14:31
but if you think back, it was probably
a friend that showed you the ad
a friend that showed you the ad
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但若你回想起來，可能也是
朋友讓你看到那個廣告，
朋友讓你看到那個廣告，
14:34
and then encouraged you to apply.
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跟著鼓勵你去申請。
14:35
But not surprisingly,
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毫無意外地，
14:37
people who perhaps most need
this rich and diverse network
this rich and diverse network
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那些最需要豐富多元的人脈的人，
14:40
are those who are most isolated from it.
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恰恰是那些被孤立的隔絕者。
14:43
So knowing this,
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知道這個原因以後，
14:44
and also knowing about the costs
and failure of current systems,
and failure of current systems,
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也知道現時制度失敗
和消耗的經費，
和消耗的經費，
14:47
we designed something new
with relationships at its heart.
with relationships at its heart.
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我們制以人際關係為重點
訂了新一套新方案。
訂了新一套新方案。
14:50
We designed a service
that encourages people to meet up,
that encourages people to meet up,
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設計了一種鼓勵
人們聚在一起的服務，
人們聚在一起的服務，
14:56
people in and out of work,
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無論人們失業和就業，
14:57
to work together in structured ways
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都有組織地合作
14:59
and try new opportunities.
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和找新機會。
15:02
And, well, it's very hard to compare
the results of these new systems
the results of these new systems
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3971
這類新制度得來的成果
跟舊制的貿易化模式
跟舊制的貿易化模式
15:06
with the old transactional models,
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這是很難作比較，
15:07
but it looks like,
with our first 1,000 members,
with our first 1,000 members,
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看上去我們首個有著1千名會員的小組，
15:10
we outperformed existing services
by a factor of three,
by a factor of three,
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比已存在系統要高效兩倍
15:13
at a fraction of the cost.
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卻只花費了一小部分的經費。
15:15
And here, too, we've used technology,
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而且我們也運用科技，
15:18
but not to network people in the way
that a social platform would do.
that a social platform would do.
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但不會像社交平台在網絡連繫。
15:21
We've used it to bring people face to face
and connect them with each other,
and connect them with each other,
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而是利用科技讓人們會面的聯絡，
15:25
building real relationships
and supporting people to find work.
and supporting people to find work.
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建立真正的關係，
幫忙會員找工作。
幫忙會員找工作。
15:30
At the end of his life, in 1948,
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1948年，Beveridge 到了
他生命的盡頭，
他生命的盡頭，
15:33
Beveridge wrote a third report.
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1989
他寫了第三份報告。
15:35
And in it he said he had made
a dreadful mistake.
a dreadful mistake.
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3361
他在報告內提及自己犯了大錯。
15:40
He had left people
and their communities out.
and their communities out.
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3823
忽略了市民和社區的重要。
15:45
And this omission, he said,
led to seeing people,
led to seeing people,
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這種疏漏把政府看待人們，
15:49
and people starting to see themselves,
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和人們怎樣看待自己
15:51
within the categories
of the bureaucracies and the institutions.
of the bureaucracies and the institutions.
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3785
歸入官僚和機構的範疇。
15:55
And human relationships
were already withering.
were already withering.
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人際關係已經漸漸凋零。
15:59
But unfortunately, this third report
was much less read
was much less read
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不幸地，第三份報告
遠不如Beveridge 的早期著作
遠不如Beveridge 的早期著作
16:02
than Beveridge's earlier work.
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1775
那樣被人們傳閱。
16:05
But today, we need to bring people
and their communities
and their communities
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今日我們要帶領社區和人們
16:09
back into the heart of the way
we design new systems and new services,
we design new systems and new services,
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4127
返回我們設計的
新系統和新服務方向。
新系統和新服務方向。
16:13
in an approach that I call
"Relational Welfare."
"Relational Welfare."
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2507
採用我們稱為＂福利關係＂
的方式，
的方式，
16:16
We need to leave behind
these old, transactional,
these old, transactional,
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2516
我們必須捨棄以往古舊貿易化，
16:18
unsuitable, outdated models,
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2258
不適合又過時的模式。
16:20
and we need to adopt instead
the shared collective relational responses
the shared collective relational responses
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3511
而是要採用集體的共識
16:24
that can support a family like Ella's,
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幫助像艾拉這樣的家庭，
16:26
that can address an issue like loneliness,
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才能關注像孤獨這類的議題，
16:29
that can support people into work
and up the skills curve
and up the skills curve
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2735
才能幫助人們就業
和提升技能水平
和提升技能水平
16:31
in a modern labor market,
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1444
適應現今的勞工市場，
16:33
that can also address challenges
of education, of health care systems,
of education, of health care systems,
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4138
也可以應對教育、醫療，
16:37
and so many more of those problems
that are pressing on our societies.
that are pressing on our societies.
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4280
和無數壓迫社會大眾的問題。
16:42
It is all about relationships.
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全部都是關乎人際關係。
16:45
Relationships are the critical
resource we have.
resource we have.
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人際關係是我們
至關重要的資源。
至關重要的資源。
16:48
Thank you.
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謝謝大家。
16:49
(Applause)
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（鼓掌聲）
ABOUT THE SPEAKER
Hilary Cottam - Innovator and social entrepreneurHilary Cottam wants to redesign the welfare state using the power of relationships.
Why you should listen
In its current functioning, based on the ideas first put forth in Britain by Sir William Beveridge in 1942 and then adopted around the world, the welfare state expressly designs out people’s capabilities and relationships, focusing instead on impersonal systems and rules. Sixty years on, the welfare state is failing its purpose and leaving people behind.
Hilary Cottam believes that a solution can be found in putting relationships squarely in the middle of it, and she has the examples and stories to prove it.
Cottam's recent award winning work includes: new systems to support an ageing population; a prison that reduces re-offending; new approaches to chronic disease and unemployment.
She has advised governments, companies and third sector organisations in the UK and internationally. She was educated at Oxford, Sussex and the Open University. She was awarded her PhD in 1999. She currently lives and works in London.
Hilary Cottam | Speaker | TED.com