TED2010
Chip Conley: Measuring what makes life worthwhile
奇普‧康利：生命裡的不凡
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奇普‧康利是旅店老闆，網路股泡沫化的時候，他思考如何建立以幸福為基礎的商業模型。從老同事和睿智的不丹國王身上學到，成功與否，端看你怎麼想。
Chip Conley - CEO, author
Chip Conley creates joyful hotels, where he hopes his employees, customers and investors alike can realize their full potential. His books share that philosophy with the wider world. Full bio
Chip Conley creates joyful hotels, where he hopes his employees, customers and investors alike can realize their full potential. His books share that philosophy with the wider world. Full bio
Double-click the English transcript below to play the video.
00:16
I'm going to talk about the simple truth in leadership
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我要說些21世紀
00:18
in the 21st century.
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領導的簡單的小道理
00:20
In the 21st century, we need to actually look at --
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現在是21世紀，我們應該要看的東西
00:23
and what I'm actually going to encourage you to consider today --
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和我今天鼓勵大家去想想的事情
00:26
is to go back to our school days
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要回溯到我們上學的時候
00:28
when we learned how to count.
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回溯到我們學算數的時候
00:30
But I think it's time for us to think about what we count.
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我認為該想想我們到底數了些什麼
00:33
Because what we actually count
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因為我們真正在意的事
00:35
truly counts.
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才算數
00:37
Let me start by telling you a little story.
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我先從小故事說起
00:39
This is Van Quach.
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這是范姱嬬
00:41
She came to this country in 1986 from Vietnam.
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1986年的時候從越南移民到這
00:44
She changed her name to Vivian
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把名字改成薇薇安
00:46
because she wanted to fit in here in America.
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希望能夠融入這裡的生活
00:48
Her first job was at an inner-city motel
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她的第一份工作
00:50
in San Francisco as a maid.
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是在舊金山市中心的汽車旅館當清潔人員
00:52
I happened to buy that motel
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事實上，她工作三個月後
00:54
about three months after Vivian started working there.
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我恰巧買了那間旅館
00:57
So Vivian and I have been working together for 23 years.
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所以薇薇安跟我共事了23年
01:01
With the youthful idealism of a 26-year-old,
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那時候是1987年
01:03
in 1987,
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我26歲，心理充滿了理想
01:05
I started my company and I called it Joie de Vivre,
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我開始經營飯店，稱為「人生之樂」
01:07
a very impractical name,
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這是個非常不切實際的名字
01:10
because I actually was looking to create joy of life.
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因為我想創造生活的快樂
01:13
And this first hotel that I bought, motel,
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這就是我第一個收購的旅館，
01:16
was a pay-by-the-hour, no-tell motel
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是以時計費，供人「休息」的汽車旅館
01:19
in the inner-city of San Francisco.
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在舊金山的市區内。
01:21
As I spent time with Vivian,
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我跟薇薇安一起工作的時候
01:23
I saw that she had sort of a joie de vivre
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我發現她工作的方式
01:26
in how she did her work.
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有「人生之樂」的特質。
01:28
It made me question and curious:
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這讓我既疑惑又好奇
01:30
How could someone actually find joy
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怎麼可能有人
01:32
in cleaning toilets for a living?
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會喜歡以掃廁維生
01:35
So I spent time with Vivian, and I saw that
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所以我就觀察薇薇安，發現
01:38
she didn't find joy in cleaning toilets.
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她並非以掃廁所為樂
01:40
Her job, her goal and her calling
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她的目標、職志
01:42
was not to become the world's greatest toilet scrubber.
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並不是成為世界第一的廁所清潔工
01:45
What counts for Vivian was the emotional connection
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她在意的是情感的聯繫
01:47
she created with her fellow employees and our guests.
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是同事、顧客、和自己間的關係。
01:50
And what gave her inspiration and meaning
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鼓舞並讓她覺得有意義的是
01:52
was the fact that she was taking care of people
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她的工作，而這份工作
01:55
who were far away from home.
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其實是照顧異鄉遊子。
01:57
Because Vivian knew what it was like to be far away from home.
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因為薇薇安深知離鄉背井的感受。
02:00
That very human lesson,
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這二十幾年前
02:02
more than 20 years ago,
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人性溫暖的例子
02:04
served me well during the last
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幫助我度過上一個
02:06
economic downturn we had.
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經濟衰退。
02:09
In the wake of the dotcom crash and 9/11,
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網路股泡沫化以及911事件開始的時候
02:11
San Francisco Bay Area hotels
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讓舊金山的灣區酒店的收入
02:13
went through the largest percentage revenue drop
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大幅減少
02:15
in the history of American hotels.
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是美國史上的新低。
02:17
We were the largest operator of hotels in the Bay Area,
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當時我們是灣區最大的業者
02:20
so we were particularly vulnerable.
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所以受到的衝擊非常大。
02:22
But also back then,
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也同樣是那時候
02:24
remember we stopped eating French fries in this country.
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美國國内抵制吃薯條
02:26
Well, not exactly, of course not.
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其實也不盡然，
02:29
We started eating "freedom fries,"
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應該說，我們不吃「法式薯條」開始吃「自由薯條」
02:32
and we started boycotting anything that was French.
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抵制全部跟法國有關的東西
02:35
Well, my name of my company, Joie de Vivre --
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我公司的名字「人生之樂」就是法文
02:38
so I started getting these letters
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所以我就陸續收到
02:40
from places like Alabama and Orange County
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從阿拉巴馬和橘郡等地來的信
02:43
saying to me that they were going to boycott my company
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說要抵制我的公司
02:45
because they thought we were a French company.
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因為他們認為我們是法國公司
02:47
And I'd write them back, and I'd say, "What a minute. We're not French.
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然後我就回信說
02:50
We're an American company. We're based in San Francisco."
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我們不是法商！我們是在舊金山的美國公司！
02:53
And I'd get a terse response: "Oh, that's worse."
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接著我收到了一封回信說：「噢！那更糟！」
02:55
(Laughter)
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（笑聲）
02:58
So one particular day
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所以有一天
03:00
when I was feeling a little depressed and not a lot of joie de vivre,
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我覺得有點鬱悶，不太快樂
03:02
I ended up in the local bookstore around the corner from our offices.
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我就到辦公室附近的書店逛逛
03:05
And I initially ended up in the business section of the bookstore
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一開始我只在商業叢書區
03:08
looking for a business solution.
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找尋解決方法
03:10
But given my befuddled state of mind, I ended up
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但是我的頭腦真是太混亂了
03:12
in the self-help section very quickly.
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所以我很快就逛到勵志叢書區
03:14
That's where I got reacquainted with
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就在那，我再讀了
03:16
Abraham Maslow's "hierarchy of needs."
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亞伯拉罕·馬斯洛的需求層次理論。
03:19
I took one psychology class in college,
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我大學時候修了門心理學
03:21
and I learned about this guy, Abraham Maslow,
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學到了亞伯拉罕·馬斯洛
03:23
as many of us are familiar with his hierarchy of needs.
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很多人都熟悉他的需求層次理論
03:25
But as I sat there for four hours,
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我在那坐了四個小時
03:28
the full afternoon, reading Maslow,
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整個下午都在讀馬斯洛的書
03:31
I recognized something
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使我體認到了一些
03:33
that is true of most leaders.
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大部分領袖都具備共同的特質。
03:35
One of the simplest facts in business
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在企業内最簡單清楚的事實之一
03:37
is something that we often neglect,
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卻也是我們常忽略的
03:39
and that is that we're all human.
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那就是：「我們都是人。」
03:41
Each of us, no matter what our role is in business,
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不管我們在事業上的角色為何
03:44
has some hierarchy of needs
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在職場上
03:46
in the workplace.
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都有自己的需求層次。
03:48
So as I started reading more Maslow,
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接著我讀了更多馬斯洛的書
03:50
what I started to realize is that
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我漸漸發現
03:52
Maslow, later in his life,
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其實馬斯洛稍後
03:54
wanted to take this hierarchy for the individual
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想把個人的需求層次理論
03:56
and apply it to the collective,
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套用到群體
03:58
to organizations and specifically to business.
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套用到組織，特別是商業組織
04:01
But unfortunately, he died prematurely in 1970,
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但不幸的是馬斯洛英在1970年英年早逝
04:04
and so he wasn't really able to live that dream completely.
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所以他並沒能完全實現那夢想。
04:06
So I realized in that dotcom crash
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我發覺網路股泡沫化的時候
04:09
that my role in life was to channel Abe Maslow.
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我人生的階段任務就是跟馬斯洛對話。
04:12
And that's what I did a few years ago
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這也是幾年前我所做的
04:14
when I took that five-level hierarchy of needs pyramid
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把需求層次理論的五層金字塔
04:17
and turned it into what I call the transformation pyramid,
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變成我所謂的「轉型金字塔」
04:20
which is survival, success and transformation.
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包括生存、成功、轉型
04:23
It's not just fundamental in business, it's fundamental in life.
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這金字塔不只是事業的基石，更是人生的基石。
04:26
And we started asking ourselves the questions
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我們開始問自己
04:28
about how we were actually addressing
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要如何滿足公司内
04:30
the higher needs, these transformational needs
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主要員工高階的需求
04:32
for our key employees in the company.
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也就是轉型需求
04:35
These three levels of the hierarchy needs
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這三層的需求層次
04:37
relate to the five levels
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其實跟馬斯洛的
04:39
of Maslow's hierarchy of needs.
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五階層需求層次有關
04:41
But as we started asking ourselves about how we were addressing
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可是當我們要著手衡量
04:43
the higher needs of our employees and our customers,
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員工和顧客的高階需求的時候
04:46
I realized we had no metrics.
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我才發現，我們沒有衡量標準。
04:48
We had nothing that actually could tell us whether we were actually getting it right.
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不知道怎樣衡量才是對的。
04:51
So we started asking ourselves:
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所以我們反問自己
04:53
What kind of less obvious metrics
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還有什麼我們看不見的變數
04:55
could we use to actually evaluate
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可以用來實際地評估
04:58
our employees' sense of meaning,
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員工的感覺
05:00
or our customers' sense of emotional connection with us?
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或是顧客跟我們的情感聯係度
05:03
For example, we actually started asking our employees,
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舉例來說，我們問員工說
05:05
do they understand the mission of our company,
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你們了解我們公司的服務宗旨嗎？
05:07
and do they feel like they believe in it,
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你們認同我們的服務宗旨嗎？
05:09
can they actually influence it,
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你們能為公司帶來任何改變嗎？
05:11
and do they feel that their work actually has an impact on it?
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你們真的覺得自己的工作對公司有影響嗎？
05:14
We started asking our customers,
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我們也問顧客
05:16
did they feel an emotional connection with us,
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是否覺得和我們有
05:18
in one of seven different kinds of ways.
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七種程度不同的情感的聯係。
05:21
Miraculously, as we asked these questions
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神奇的是，藉由問這些問題
05:23
and started giving attention higher up the pyramid,
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還有漸漸注重金字塔頂端的需求後
05:26
what we found is we created more loyalty.
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我們竟然讓顧客的忠誠度提高了。
05:28
Our customer loyalty skyrocketed.
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顧客對我們的忠誠度疾速攀升
05:30
Our employee turnover dropped
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員工的離職律也降低到
05:32
to one-third of the industry average,
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產業平均的三分之一。
05:34
and during that five year dotcom bust,
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網路股泡沫化為期五年
05:36
we tripled in size.
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那五年裡，我們的營業規模變為三倍。
05:38
As I went out and started spending time with other leaders out there
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之後我跟其他領導者聊天
05:41
and asking them how they were getting through that time,
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問他們如何撐過那段時期
05:43
what they told me over and over again
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我聼到的都是
05:45
was that they just manage what they can measure.
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他們只管理有形的看得到的
05:47
What we can measure is that tangible stuff
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他們能看到的就是金字塔底端
05:49
at the bottom of the pyramid.
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有形的資產
05:51
They didn't even see the intangible stuff
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大家都沒看倒金字塔上層
05:53
higher up the pyramid.
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無形的資產。
05:55
So I started asking myself the question:
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所以我開始問自己
05:57
How can we get leaders to start valuing the intangible?
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要如何讓大家重視無形的資產？
05:59
If we're taught as leaders to just manage what we can measure,
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如果大家跟企業家一樣，只管理能夠量化的
06:02
and all we can measure is the tangible in life,
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也就是人生中有形的資產
06:05
we're missing a whole lot of things at the top of the pyramid.
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我們就會失去金字塔頂端的所有東西。
06:08
So I went out and studied a bunch of things,
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所以我繼續作了一些研究
06:10
and I found a survey that showed
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發現一則調查顯示
06:12
that 94 percent
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百分之九十四的
06:14
of business leaders worldwide
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企業領導者相信
06:16
believe that the intangibles are important in their business,
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對於自己的企業來說，無形資產是很重要的
06:18
things like intellectual property,
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包括智慧財產
06:20
their corporate culture, their brand loyalty,
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企業文化、品牌忠誠度。
06:22
and yet, only five percent of those same leaders
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但是其中只有百分之五的企業主
06:25
actually had a means of measuring the intangibles in their business.
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真的有一套標準來衡量事業上無形的資產。
06:28
So as leaders, we understand
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跟企業主一樣，我們也知道
06:30
that intangibles are important,
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無形資產很重要
06:32
but we don't have a clue how to measure them.
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但是壓根不知道怎麼衡量無形資產。
06:35
So here's another Einstein quote:
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愛因斯坦說
06:37
"Not everything that can be counted counts,
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不是所有算的出來的東西都有意義
06:40
and not everything that counts can be counted."
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有意義的事情不一定算的出來。
06:44
I hate to argue with Einstein,
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我不想跟愛因斯坦爭論
06:46
but if that which is most valuable
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但最有價值的東西
06:49
in our life and our business
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無論是人生中還是事業上
06:51
actually can't be counted or valued,
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都算不清，也估不得
06:54
aren't we going to spend our lives
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難道要任由生命陷在
06:56
just mired in measuring the mundane?
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對世俗東西的計算嗎？
06:59
It was that sort of heady question about what counts
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因爲對這量化的問題百思不解
07:02
that led me to take my CEO hat off for a week
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讓我拋掉執行長的頭銜一個禮拜
07:05
and fly off to the Himalayan peaks.
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飛到喜馬拉雅山區
07:08
I flew off to a place that's been shrouded in mystery for centuries,
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這地方已經藏在神祕的面紗後好幾世紀了
07:11
a place some folks call Shangri-La.
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就是人們口中香格里拉。
07:14
It's actually moved from the survival base of the pyramid
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香格里拉就是從金字塔底部的生存層
07:17
to becoming a transformational
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轉型成功的例子
07:19
role model for the world.
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值得借鏡。
07:21
I went to Bhutan.
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我去了不丹
07:23
The teenage king of Bhutan was also a curious man,
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不丹的國王還是少年，頗具好奇心
07:25
but this was back in 1972,
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在1972年
07:28
when he ascended to the throne
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他的父親去世兩天後
07:30
two days after his father passed away.
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不丹國王便登基
07:32
At age 17, he started asking the kinds of questions
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那時國王年僅17歲，他開始思考一些問題
07:35
that you'd expect of someone with a beginner's mind.
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一些聼起來像初學者的問題。
07:37
On a trip through India,
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在他剛開始統治不丹的時候
07:39
early in his reign as king,
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有一次去印度拜訪
07:42
he was asked by an Indian journalist
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有個記者問國王
07:44
about the Bhutanese GDP,
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不丹的國内生産毛額
07:46
the size of the Bhutanese GDP.
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不丹的國内生産毛額有多少
07:49
The king responded in a fashion
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國王的那時的囘答
07:51
that actually has transformed us four decades later.
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影響了四十年後的我們。
07:54
He said the following, he said: "Why are we so obsessed
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國王說，我們為什麼那麼執意、
07:57
and focused with gross domestic product?
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注重國内生産毛額
07:59
Why don't we care more about
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我們為什麼不多注意，
08:01
gross national happiness?"
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國内幸福毛額
08:03
Now, in essence, the king was asking us to consider
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事實上，國王要我們多想想
08:06
an alternative definition of success,
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成功另外的定義
08:08
what has come to be known as
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也就是後來的
08:10
GNH, or gross national happiness.
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GNH，或稱為國内幸福毛額。
08:13
Most world leaders didn't take notice,
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大多數的國家領導者都不注重GNH
08:15
and those that did thought this was just "Buddhist economics."
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或者認為這只是「佛教經濟學」
08:19
But the king was serious.
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但國王卻很認真
08:21
This was a notable moment,
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這是重要的一刻
08:23
because this was the first time a world leader
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因為這是第一次
08:25
in almost 200 years
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在近兩百年來
08:27
had suggested
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有領導人物提出
08:29
that intangible of happiness --
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幸福的無形價值。
08:31
that leader 200 years ago,
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兩百年前也有領導者提過
08:33
Thomas Jefferson with the Declaration of Independence --
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那人就是提出「獨立宣言」的湯瑪斯傑弗遜
08:36
200 years later,
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兩百年後
08:38
this king was suggesting that intangible of happiness
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不丹王提出幸福的無形價值
08:40
is something that we should measure,
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正是我們該去衡量的
08:42
and it's something we should actually value
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而且我們是應該要珍視的
08:44
as government officials.
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身為政府官員，理應如此。
08:46
For the next three dozen years as king,
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在他執政的三十六年中
08:49
this king actually started measuring
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確實去衡量
08:52
and managing around happiness in Bhutan --
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且提昇不丹的幸福指數。
08:55
including, just recently, taking his country
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不丹國王最近還把自己的國家
08:57
from being an absolute monarchy to a constitutional monarchy
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從絕對君主制變成君主立憲制
09:00
with no bloodshed, no coup.
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改革期間沒有傷亡，也沒有政變
09:02
Bhutan, for those of you who don't know it,
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對那些不太了解不丹的人來說
09:04
is the newest democracy in the world, just two years ago.
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不丹是世上最年輕的民主國家，現在才兩歲。
09:07
So as I spent time with leaders in the GNH movement,
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我跟其他領導者參加GNH運動的時候
09:10
I got to really understand what they're doing.
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才真正了解他們在做什麼。
09:12
And I got to spend some time with the prime minister.
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我跟首相處了一段時間
09:14
Over dinner, I asked him an impertinent question.
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晚宴時，問了首相一個很直接的問題
09:18
I asked him,
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我問首相
09:20
"How can you create and measure
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「你們怎麼能創造、衡量
09:23
something which evaporates --
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摸不到的東西
09:25
in other words, happiness?"
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也就是『幸福』？」
09:27
And he's a very wise man, and he said,
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首相非常有智慧，跟我說
09:29
"Listen, Bhutan's goal is not to create happiness.
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我告訴你呀，不丹並不是要創造幸福
09:32
We create the conditions for happiness to occur.
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我們創造的是環境，讓幸福來臨的環境
09:35
In other words, we create a habitat of happiness."
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也就是說，我們為幸福建造家園
09:37
Wow, that's interesting.
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哇！那可真有趣！
09:39
He said that they have a science behind that art,
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首相又說這藝術的背後，有著科學根據。
09:42
and they've actually created four essential pillars,
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我們創造了四大項目
09:44
nine key indicators
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九個關鍵指標
09:46
and 72 different metrics
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七十二個單位
09:48
that help them to measure their GNH.
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來計算國民幸福毛額
09:51
One of those key indicators is:
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其實，其中一種關鍵指標就是
09:54
How do the Bhutanese feel about
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不丹人覺得
09:56
how they spend their time each day?
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自己每天怎麼花時間的情況為何
09:58
It's a good question. How do you feel about
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這問題問的真好
10:00
how you spend your time each day?
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你對自己每天花時間的情況覺得滿意嗎？
10:02
Time is one of the scarcest resources
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時間這資源
10:04
in the modern world.
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對現代來說是極其珍貴的
10:06
And yet, of course,
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當然
10:08
that little intangible piece of data
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這少量的無形資料
10:10
doesn't factor into our GDP calculations.
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並不記入GDP的算式裡
10:12
As I spent my week up in the Himalayas,
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在喜瑪拉雅山上的那七天
10:14
I started to imagine
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我開始構思
10:16
what I call an emotional equation.
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我所謂的情緒方程式。
10:19
And it focuses on something I read long ago
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這方程式著重在很久以前讀的東西上
10:22
from a guy named Rabbi Hyman Schachtel.
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就是史查鐵的著作
10:24
How many know him? Anybody?
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有人知道這個人嗎？誰知道？
10:26
1954, he wrote a book called "The Real Enjoyment of Living,"
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史查鐵再1954年時寫了「人生真趣」
10:29
and he suggested that happiness
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書中提到幸福
10:31
is not about having what you want;
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並不是擁有你想要的東西
10:34
instead, it's about wanting what you have.
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而是珍惜你所有的。
10:37
Or in other words, I think the Bhutanese believe
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換句話說，我覺得不丹人認為
10:40
happiness equals wanting what you have --
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幸福就是珍惜所有
10:42
imagine gratitude --
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想一下，“感激”除以
10:44
divided by having what you want --
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欲望
10:47
gratification.
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等於滿足
10:49
The Bhutanese aren't on some aspirational treadmill,
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不丹人不是在跑步機上
10:52
constantly focused on what they don't have.
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不斷追尋自己沒有的。
10:55
Their religion, their isolation,
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不丹人的信仰、孤立的情勢
10:57
their deep respect for their culture
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對本土文化的崇高敬意
10:59
and now the principles of their GNH movement
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還有現在國内幸福毛額的原則
11:01
all have fostered a sense of gratitude
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都讓不丹人感激
11:03
about what they do have.
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握在手中的東西。
11:05
How many of us here, as TEDsters in the audience,
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我們在座有多少位TED會員
11:08
spend more of our time
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把時間花在
11:10
in the bottom half of this equation, in the denominator?
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方程式的下半部，也就是分母上？
11:13
We are a bottom-heavy culture
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我們的文化頭輕腳重
11:15
in more ways than one.
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很多方面都是如此
11:17
(Laughter)
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笑聲
11:19
The reality is, in Western countries,
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其實，西方國家的人
11:22
quite often we do focus on the pursuit of happiness
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常常把追求幸福掛在嘴邊
11:25
as if happiness is something that we have to go out --
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好像幸福是在外頭
11:28
an object that we're supposed to get, or maybe many objects.
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要去追求的東西或很多的東西。
11:31
Actually, in fact, if you look in the dictionary,
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其實，你查查字典
11:33
many dictionaries define pursuit
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很多字典對「追求」的定義是
11:37
as to "chase with hostility."
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「帶著惡意追逐」
11:40
Do we pursue happiness with hostility?
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我們會帶著惡意追逐幸福嗎
11:43
Good question. But back to Bhutan.
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好問題！回到不丹
11:46
Bhutan's bordered on its north and south
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不丹的北方和南方的鄰國（中國和印度）
11:49
by 38 percent of the world's population.
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住著全世界百分之三十八的人口。
11:51
Could this little country,
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這個小國
11:54
like a startup in a mature industry,
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在發展完全的產業裡，像新人般
11:56
be the spark plug that influences
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真的能夠像火星塞一樣
11:59
a 21st century
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影響二十一世紀
12:01
of middle-class in China and India?
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中國和印度的中產階級嗎？
12:03
Bhutan's created the ultimate export,
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不丹真的出口了一樣獨特的東西
12:06
a new global currency of well-being,
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是新的全球幸福指數。
12:09
and there are 40 countries around the world today
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目前約四十個國家
12:11
that are studying their own GNH.
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在研究自己的國民幸福毛額。
12:13
You may have heard, this last fall
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今年秋天你可能聽過
12:15
Nicolas Sarkozy in France
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法國總統薩柯齊
12:17
announcing the results of an 18-month study
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宣布為期一年半的研究結果
12:20
by two Nobel economists,
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該研究由兩位諾貝爾經濟學家主導
12:22
focusing on happiness and wellness in France.
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著重在法國人的幸福及健康。
12:24
Sarkozy suggested that
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薩柯齊認為
12:26
world leaders should stop
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國家領導者不應該
12:28
myopically focusing on GDP
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一直強調國内生産毛額
12:30
and consider a new index,
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應該開始考量新的指數
12:32
what some French are calling a "joie de vivre index."
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就是某些法國人口中的「人生之樂指數」
12:35
I like it.
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我喜歡這說法
12:37
Co-branding opportunities.
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這是個品牌合作的機會。
12:39
Just three days ago, three days ago here at TED,
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三天前，就在TED這裡
12:41
we had a simulcast of David Cameron,
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有卡麥隆的聯播
12:43
potentially the next prime minister of the UK,
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卡麥隆是英國下任總理候選人
12:46
quoting one of my favorite speeches of all-time,
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他引用了我最愛的演講之一
12:49
Robert Kennedy's poetic speech from 1968
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勞伯甘迺迪在1968年的演講中
12:52
when he suggested that we're
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提到我們太過短視
12:54
myopically focused on the wrong thing
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並注重在錯誤的事上
12:56
and that GDP is a misplaced metric.
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GDP就是其一
12:59
So it suggests that the momentum is shifting.
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我們應該要轉移重心。
13:02
I've taken that Robert Kennedy quote,
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我把勞伯甘乃迪的演講内容
13:04
and I've turned it into a new balance sheet for just a moment here.
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整理成這個資產負債表。
13:07
This is a collection of things
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GDP其實包括了很多項目
13:09
that Robert Kennedy said in that quote.
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甘迺迪說
13:11
GDP counts everything from air pollution
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從空氣污染
13:13
to the destruction of our redwoods.
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到濫砍紅杉都在GDP的範圍内。
13:16
But it doesn't count the health of our children
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但是不包括小孩子的健康
13:18
or the integrity of our public officials.
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還有官員是否清廉。
13:21
As you look at these two columns here,
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看看這兩個欄位
13:24
doesn't it make you feel like it's time for us
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難道你不覺得
13:26
to start figuring out a new way to count,
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這是該想出新的算法的時候了嗎？
13:28
a new way to imagine
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想個新的方法來衡量
13:30
what's important to us in life?
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人生中，重要的是什麼？
13:32
(Applause)
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（掌聲）
13:36
Certainly Robert Kennedy suggested at the end of the speech exactly that.
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勞伯甘迺迪在演講尾聲提到
13:39
He said GDP "measures everything in short,
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國内生産毛額概括了大部分的東西
13:42
except that which makes life worthwhile."
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但是不包括讓人不虛此生的東西
13:45
Wow.
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哇！
13:47
So how do we do that?
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所以我們要怎麼做呢？
13:49
Let me say one thing we can just start doing
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我就說說大家可以開始做的事吧
13:51
ten years from now, at least in this country.
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至少在這國家，從現在算起的十年。
13:53
Why in the heck in America
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美國到底為什麼
13:55
are we doing a census in 2010?
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要進行2010年人口普查
13:57
We're spending 10 billion dollars on the census.
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這普查耗資100億元
14:00
We're asking 10 simple questions -- it is simplicity.
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問了十個真的很簡單的問題
14:02
But all of those questions are tangible.
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但這十個問題都是具體的。
14:05
They're about demographics.
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都是關於人口的統計
14:07
They're about where you live, how many people you live with,
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大概是住哪、跟多少人住
14:09
and whether you own your home or not.
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有沒有自己的房子
14:11
That's about it.
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大概就是這些
14:13
We're not asking meaningful metrics.
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我們不問有意義的指標。
14:15
We're not asking important questions.
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我們不問重要的問題。
14:17
We're not asking anything that's intangible.
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我們不過問無形的東西。
14:19
Abe Maslow said long ago
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馬斯洛很久以前說過
14:21
something you've heard before, but you didn't realize it was him.
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你們聽過，但不知道這是馬斯洛說的
14:24
He said, "If the only tool you have is a hammer,
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「如果你只有鎚子」
14:27
everything starts to look like a nail."
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「其他東西看起來就會像釘子」
14:30
We've been fooled by our tool.
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大家都被工具騙了
14:32
Excuse that expression.
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原諒我這麽說。
14:34
(Laughter)
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（笑聲）
14:36
We've been fooled by our tool.
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大家都被工具擺了一道
14:38
GDP has been our hammer.
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國内生産毛額是我們的鎚子
14:41
And our nail has been a 19th- and 20th-century
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釘子就是十九、二十世紀
14:44
industrial-era model of success.
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工業的鼎盛時期的成功。
14:47
And yet, 64 percent
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但是目前百分之六十四
14:49
of the world's GDP today
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的全球GDP
14:51
is in that intangible industry we call service,
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是無形產業，也就是服務
14:53
the service industry, the industry I'm in.
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是我身處的服務業。
14:56
And only 36 percent is in the tangible industries
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有形產業只佔了百分之三十六
14:58
of manufacturing and agriculture.
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如製造業還有農業
15:00
So maybe it's time that we get a bigger toolbox, right?
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所以是該找大一點的計算工具的時候了。
15:03
Maybe it's time we get a toolbox that
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另外找個計算工具
15:05
doesn't just count what's easily counted, the tangible in life,
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算的不只是顯而易見的有形資產
15:08
but actually counts what we most value,
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而是計算我們真正寶貴的東西
15:11
the things that are intangible.
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就是無形資產。
15:13
I guess I'm sort of a curious CEO.
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我想我是個好奇的執行長
15:15
I was also a curious economics major as an undergrad.
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我大學的時候也很好奇，主修經濟
15:18
I learned that economists measure everything
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我知道經濟學家測量所有的東西
15:21
in tangible units of production and consumption
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以生產和消費的有形單位測量
15:24
as if each of those tangible units
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好像每個有形的測量單位
15:26
is exactly the same.
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都完全一樣。
15:28
They aren't the same.
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其實不然。
15:30
In fact, as leaders, what we need to learn
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事實上，我們身為領導者，要學的是
15:32
is that we can influence
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我們真的能改變
15:34
the quality of that unit of production
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生產單位的品質
15:37
by creating the conditions
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我們可以創造環境
15:39
for our employees to live their calling.
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讓員工實踐使命。
15:41
In Vivian's case,
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其實，以薇薇安來說
15:43
her unit of production
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薇薇安的生產單位
15:45
isn't the tangible hours she works,
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並不是有形的工作時數
15:47
it's the intangible difference she makes
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而是創造的無形差別
15:49
during that one hour of work.
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工作的那一小時創造的差別。
15:51
This is Dave Arringdale who's actually
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這是戴夫·阿淩戴爾
15:53
been a longtime guest at Vivian's motel.
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是我們旅館的忠實顧客
15:55
He stayed there a hundred times
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在我們那住了上百次
15:57
in the last 20 years,
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在過去的二十年裏。
15:59
and he's loyal to the property because of the relationship
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戴夫對這旅館很忠心
16:02
that Vivian and her fellow employees have created with him.
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因為薇薇安跟同事跟他建立起了感情
16:05
They've created a habitat of happiness for Dave.
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薇薇安和同事為戴夫創造了幸福的棲地。
16:08
He tells me that he can always count
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戴夫跟我說
16:11
on Vivian and the staff there
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薇薇安和其他員工永遠值得信任
16:13
to make him feel at home.
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讓人賓至如歸。
16:16
Why is it that
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為什麼
16:18
business leaders and investors
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商業領導者和投資人
16:20
quite often don't see the connection
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常常都忽略
16:23
between creating the intangible
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創造員工的快樂
16:25
of employee happiness
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這個無形的資產
16:27
with creating the tangible
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和資金收益
16:29
of financial profits in their business?
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這個有形的資產之間的關連
16:32
We don't have to choose between
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士氣高昂的員工和龐大的獲利
16:34
inspired employees and sizable profits,
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不是單一的選項
16:37
we can have both.
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而是可以兼顧的
16:39
In fact, inspired employees quite often
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事實上，士氣高昂的員工通常
16:41
help make sizable profits, right?
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都可以讓公司多賺點錢
16:44
So what the world needs now,
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所以世界現在需要的
16:46
in my opinion,
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在我看來
16:48
is business leaders and political leaders
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是商業領導者和政治領導者
16:51
who know what to count.
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都知道怎麼衡量幸福。
16:53
We count numbers.
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我們算數
16:55
We count on people.
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我們依賴員工
16:58
What really counts is when we actually use our numbers
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真正重要的是我們計算時
17:01
to truly take into account our people.
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要把“人”也算進考量裏。
17:04
I learned that from a maid in a motel
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旅館的清潔婦教了我這個道理
17:07
and a king of a country.
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一國之君也這樣教我
17:09
What can you
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從今天起
17:11
start counting today?
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你可以衡量什麼？
17:13
What one thing can you start counting today
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不管在工作或商業上，
17:16
that actually would be meaningful in your life,
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計算哪幾樣東西，
17:18
whether it's your work life or your business life?
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可以使你的生活變得有意義？
17:21
Thank you very much.
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非常感謝各位
17:23
(Applause)
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（掌聲）
ABOUT THE SPEAKER
Chip Conley - CEO, authorChip Conley creates joyful hotels, where he hopes his employees, customers and investors alike can realize their full potential. His books share that philosophy with the wider world.
Why you should listen
In 1987, at the age of 26 and seeking a little "joy of life," Chip Conley founded Joie de Vivre Hospitality by transforming a small motel in San Francisco’s seedy Tenderloin district into the now-legendary Phoenix. Today, Joie de Vivre operates nearly 40 unique hotels across California, each built on an innovative design formula that inspires guests to experience an "identity refreshment" during their visits.
During the dotcom bust in 2001, Conley found himself in the self-help section of the bookstore, where he became reacquainted with one of the most famous theories of human behavior -- Maslow’s hierarchy of needs, which separates human desires into five ascending levels, from base needs such as eating to the highest goal of self-actualization, characterized by the full realization and achievement of one’s potential. Influenced by Maslow's pyramid, Conley revamped his business model to focus on the intangible, higher needs of his company's three main constituencies -- employees, customers and investors. He credits this shift for helping Joie de Vivre triple its annual revenues between 2001 and 2008.
Conley has written three books, including his most recent, PEAK: How Great Companies Get Their Mojo from Maslow, and is at work on two new ones, Emotional Equations and PEAK Leadership. He consults widely on transformative enterprises, corporate social responsibility and creative business development. He traveled to Bhutan last year to study its Gross National Happiness index, the country's unique method of measuring success and its citizens' quality of life.
Chip Conley | Speaker | TED.com