ABOUT THE SPEAKER
Hilary Cottam - Innovator and social entrepreneur
Hilary 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.

More profile about the speaker
Hilary Cottam | Speaker | TED.com
TEDGlobal>London

Hilary Cottam: Social services are broken. How we can fix them

希拉里·科塔姆: 社会福利体系已经崩溃,我们应如何拯救它。

Filmed:
781,477 views

当一个家庭陷入危机时——由于失业、毒品、关系紧张甚至是运气不好,这事时常发生——社会福利机构应该介入并帮助他们走回正轨。正如希拉里·科塔姆所说,在英国,一个陷入危机的典型家庭有资格得到超过70家不同机构的帮助,但任何一家似乎都无法完全解决问题。作为一名社工,科塔姆呼吁我们思考解决深刻而复杂的社会问题的方法。我们如何在需要帮助的人和提供帮助的人之间建立一种相互支持、充满温暖的关系。
- Innovator and social entrepreneur
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故事
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我想给大家讲三个故事,
00:15
about the power功率 of relationships关系
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是关于用人际关系的力量
00:17
to solve解决 the deep and complex复杂
social社会 problems问题 of this century世纪.
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去解决本世纪深刻和复杂的社会问题。
00:22
You know, sometimes有时 it seems似乎
like all these problems问题
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有时候,似乎所有的问题
00:24
of poverty贫穷, inequality不等式, ill生病 health健康,
unemployment失业, violence暴力, addiction --
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比如贫穷、不平等、疾病、
失业、暴力、吸毒等等,
00:29
they're right there in one person's人的 life.
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恰好都发生在同一个人身上。
00:32
So I want to tell you about someone有人
like this that I know.
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我认识的一个人正是如此。
00:36
I'm going to call her Ella艾拉.
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她叫艾拉。
00:38
Ella艾拉 lives生活 in a British英国的 city
on a run down estate房地产.
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艾拉住在英国某处,一个破败的小区里。
00:42
The shops商店 are closed关闭, the pub's酒馆的 gone走了,
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那里商店关门,酒吧歇业,
游乐场日渐荒芜,无人问津,
00:44
the playground's操场的 pretty漂亮 desolate荒凉
and never used,
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00:46
and inside Ella'sElla的 house,
the tension张力 is palpable明显的
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艾拉家中也成天气氛紧张,
00:49
and the noise噪声 levels水平 are deafening震耳欲聋.
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吵闹不堪。
电视声音总是调到最大。
00:51
The TV's电视 on at full充分 volume.
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00:53
One of her sons儿子 is fighting战斗
with one of her daughters女儿.
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她的一个儿子跟一个女儿在打架。
另一个儿子,瑞恩,
不停地在厨房骂骂咧咧,
00:55
Another另一个 son儿子, Ryan瑞安, is keeping保持 up this
constant不变 stream of abuse滥用 from the kitchen厨房,
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狗被关在卧室里,不停地挣扎。
00:59
and the dogs小狗 are locked锁定
behind背后 the bedroom卧室 door and straining使劲.
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01:02
Ella艾拉 is stuck卡住.
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艾拉仿佛深陷泥潭。
她已经这样生活了40年。
01:04
She has lived生活 with crisis危机 for 40 years年份.
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01:07
She knows知道 nothing else其他,
and she knows知道 no way out.
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她对外界一无所知,也找不到出路。
01:11
She's had a whole整个 series系列
of abusive滥用的 partners伙伴,
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她之前的每一个伴侣都虐待她,
01:13
and, tragically可悲, one of her children孩子 has
been taken采取 into care关心 by social社会 services服务.
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可悲的是,其中一个孩子还被福利院带走了。
01:18
The three children孩子
that still live生活 with her
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仍跟她生活在一起的三个孩子
01:20
suffer遭受 from a whole整个 range范围 of problems问题,
and none没有 of them are in education教育.
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都没有上学,身上问题多多。
艾拉跟我说,她的人生是
01:23
And Ella艾拉 says to me that she
is repeating重复 the cycle周期
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01:26
of her own拥有 mother's母亲 life before her.
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在重蹈她母亲的覆辙。
01:29
But when I met会见 Ella艾拉,
there were 73 different不同 services服务
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然而当我遇见艾拉的时候,
她和家人生活的城市
01:32
on offer提供 for her and her family家庭
in the city where she lives生活,
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有73家不同的社会福利机构
可以为他们提供帮助。
01:36
73 different不同 services服务
run out of 24 departments部门 in one city,
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这73家福利机构
分属该市24个不同的部门,
01:40
and Ella艾拉 and her partners伙伴 and her children孩子
were known已知 to most of them.
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而大多数部门对艾拉一家
的情况非常了解。
而他们一家从未想过要找这些部门,
01:43
They think nothing of calling调用
social社会 services服务
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01:45
to try and mediate调解 one of the many许多
arguments参数 that broke打破 out.
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来调解他们家庭的矛盾。
其实有很多人会定期到她家走访,比如社工,
01:48
And the family家庭 home was visited参观
on a regular定期 basis基础 by social社会 workers工人,
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青少年社工,卫生官员,
房屋事务官员,家庭教师
01:52
youth青年 workers工人, a health健康 officer,
a housing住房 officer, a home tutor导师
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01:56
and the local本地 policemen警察.
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还有当地的警察。
01:58
And the governments政府 say
that there are 100,000 families家庭
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政府表示,目前在英国有10万个
02:01
in Britain英国 today今天 like Ella'sElla的,
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像艾拉这样的家庭。
02:03
struggling奋斗的 to break打破 the cycle周期 of economic经济,
social社会 and environmental环境的 deprivation剥夺.
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他们在贫困中挣扎,试图摆脱因经济、
社会和环境资源缺乏带来的恶性循环。
02:09
And they also say
that managing管理的 this problem问题
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政府还表示,为了解决上述问题,
02:11
costs成本 a quarter25美分硬币 of a million百万 pounds英镑
per family家庭 per year
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他们每年在每个家庭身上
要花费25万英镑,
02:14
and yet然而 nothing changes变化.
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然而毫无作用。
02:15
None没有 of these well-meaning善意 visitors游客
are making制造 a difference区别.
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这些好心的家访者并没有发挥作用。
02:18
This is a chart图表 we made制作 in the same相同 city
with another另一个 family家庭 like Ella'sElla的.
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这张图表显示的是我们为该市另外一个
类似艾拉家的家庭所做的事情。
02:23
This shows节目 30 years年份 of intervention介入
in that family's家庭的 life.
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它记录了30年来(福利机构)
对其家庭生活的干预。
02:26
And just as with Ella艾拉, not one of these
interventions干预措施 is part部分 of an overall总体 plan计划.
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正如艾拉一样,这些干预都不成体系。
缺乏明确的最终目标。
02:30
There's no end结束 goal目标 in sight视力.
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没有着眼于解决根本问题。
02:32
None没有 of the interventions干预措施
are dealing交易 with the underlying底层 issues问题.
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只是一些应对措施,治标不治本。
02:35
These are just containment遏制 measures措施,
ways方法 of managing管理的 a problem问题.
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02:38
One of the policemen警察 says to me,
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一位警官告诉我,
“我只是带个口信然后就走。”
02:40
"Look, I just deliver交付 the message信息
and then I leave离开."
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因此,我去了很多不同的地方,
02:42
So, I've spent花费 time living活的
with families家庭 like Ella'sElla的
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02:45
in different不同 parts部分 of the world世界,
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跟像艾拉一样的家庭生活在一起。
因为我想搞清楚:在社会福利机构
02:46
because I want to know: what can we learn学习
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02:49
from places地方 where our social社会 institutions机构
just aren't working加工?
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鞭长莫及的地方,到底发生了些什么?
02:52
I want to know what it feels感觉 like
to live生活 in Ella'sElla的 family家庭.
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我想搞清楚,在艾拉家里
生活是一种什么感受。
02:55
I want to know what's going on
and what we can do differently不同.
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我想搞清楚,我们能做些什么来改变现状。
02:59
Well, the first thing I learned学到了
is that cost成本 is a really slippery concept概念.
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我弄明白的第一件事就是,
“支出”是一个模糊的概念。
03:03
Because when the government政府 says
that a family家庭 like Ella'sElla的
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因为当政府说,像艾拉这样的家庭,
每年要花费政府25万英镑的时候,
03:06
costs成本 a quarter25美分硬币 of a million百万 pounds英镑
a year to manage管理,
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真正的含义是指,
03:09
what it really means手段
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维持福利系统运转,
每年需要花费25万英镑。
03:10
is that this system系统 costs成本
a quarter25美分硬币 of a million百万 pounds英镑 a year.
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而这些钱并没有用在艾拉身上,
03:13
Because not one penny一分钱 of this money
actually其实 touches触摸 Ella'sElla的 family家庭
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03:16
in a way that makes品牌 a difference区别.
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使她家的情况产生好转。
03:17
Instead代替, the system系统 is just
like this costly昂贵 gyroscope陀螺仪
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恰恰相反,福利体系就像一个昂贵的陀螺仪
03:20
that spins自旋 around the families家庭,
keeping保持 them stuck卡住 at its heart,
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不停地在这些家庭周围旋转,
把它们困在其中,
03:23
exactly究竟 where they are.
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原地踏步。
03:25
And I also spent花费 time
with the frontline前线 workers工人,
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我还和一线社工交流过,
03:27
and I learned学到了 that it
is an impossible不可能 situation情况.
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我了解到这种情况根本无法好转。
03:30
So Tom汤姆, who is the social社会 worker工人
for Ella'sElla的 14-year-old-岁 son儿子 Ryan瑞安,
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汤姆是一名社工,他负责
艾拉14岁的儿子瑞恩,
03:35
has to spend 86 percent百分 of his time
servicing服务 the system系统:
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他将自己86%的时间用于服务系统:
03:38
meetings会议 with colleagues同事,
filling填充 out forms形式,
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跟同事开会,填写表格,
继续跟同事开会研究怎么填写表格,
03:41
more meetings会议 with colleagues同事
to discuss讨论 the forms形式,
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而更让人震惊的是,
03:43
and maybe most shockingly令人吃惊,
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剩下的14%的时间,
即使他与瑞恩在一块儿,
03:44
the 14 percent百分 of the time
he has to be with Ryan瑞安
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03:47
is spent花费 getting得到 data数据
and information信息 for the system系统.
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也是在为系统获取数据和信息。
他问瑞恩,
03:49
So he says to Ryan瑞安,
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“你多久抽一次烟?
你有喝酒吗?
03:51
"How often经常 have you been smoking抽烟?
Have you been drinking?
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你什么时候去上学?”
03:53
When did you go to school学校?"
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在这种交流方式下,怎么可能
03:55
And this kind of interaction相互作用
rules规则 out the possibility可能性
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进行正常的对话呢。
03:57
of a normal正常 conversation会话.
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03:58
It rules规则 out the possibility可能性
of what's needed需要
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它完全抹杀了在汤姆和瑞恩之间
04:01
to build建立 a relationship关系
between之间 Tom汤姆 and Ryan瑞安.
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建立正常的人际关系的可能性。
04:04
When we made制作 this chart图表,
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当我制作这张图表的时候,
04:06
the frontline前线 workers工人,
the professionals专业人士 --
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这些一线社工,专业人士们,
04:08
they stared盯着 at it absolutely绝对 amazed吃惊.
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他们看着这张图表,大吃一惊。
04:10
It snaked蜿蜒 around the walls墙壁
of their offices办事处.
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数据曲线在他们办公室的墙上起起伏伏。
04:12
So many许多 hours小时, so well meant意味着,
but ultimately最终 so futile无用.
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花费如此多的时间,怀揣如此美好的愿望,结果一事无成。
04:18
And there was this moment时刻
of absolute绝对 breakdown分解,
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他们在这一刻彻底醒悟了,
04:22
and then of clarity明晰:
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他们清楚意识到:
04:24
we had to work in a different不同 way.
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必须要改变工作方式。
04:27
So in a really brave勇敢 step,
the leaders领导者 of the city where Ella艾拉 lives生活
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艾拉所在城市的领导者走出了勇敢的一步,
04:30
agreed同意 that we could start开始
by reversing倒车 Ryan'sRyan的 ratio.
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同意我们将服务于系统的时间和
服务于瑞恩的时间比例调转。
04:33
So everyone大家 who came来了 into contact联系
with Ella艾拉 or a family家庭 like Ella'sElla的
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于是每一位接触艾拉或类似家庭的社工,
04:36
would spend 80 percent百分 of their time
working加工 with the families家庭
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必须用80%的时间服务于家庭,
04:39
and only 20 percent百分 servicing服务 the system系统.
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剩下的20%时间服务于系统。
04:42
And even more radically根本,
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更加重要的一点是,
04:44
the families家庭 would lead
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家庭拥有决定权,
04:45
and they would decide决定 who
was in a best最好 position位置 to help them.
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决定谁最有资格来帮助他们。
04:48
So Ella艾拉 and another另一个 mother母亲 were asked
to be part部分 of an interview访问 panel面板,
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于是艾拉和另一位母亲加入了评审小组,
从现有的专业人士中挑选
04:52
to choose选择 from amongst其中包括
the existing现有 professionals专业人士
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04:54
who would work with them.
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为自己服务的人。
04:56
And many许多, many许多 people wanted to join加入 us,
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很多人想加入我们,
04:58
because you don't go into this kind
of work to manage管理 a system系统,
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因为你不是为了维持系统
而加入这个工作,
而是因为你能也想为艾拉他们带来改变。
05:01
you go in because you can
and you want to make a difference区别.
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于是艾拉和这位母亲问
每一个参加评审的人,
05:04
So Ella艾拉 and the mother母亲 asked
everybody每个人 who came来了 through通过 the door,
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“如果你发现我儿子在踢打我,你会怎么办?”
05:07
"What will you do when my son儿子
starts启动 kicking me?"
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05:10
And so the first person who comes in says,
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第一个面试者说,
“我会找到最近的一个出口,
05:12
"Well, I'll look around
for the nearest最近的 exit出口
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05:15
and I will back out very slowly慢慢地,
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慢慢地退出去,
如果事情还没有停止,
我会通知我的上司。”
05:17
and if the noise噪声 is still going on,
I'll call my supervisor."
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这位母亲说,
“你只是在为体制工作。请你出去!”
05:21
And the mothers母亲 go,
"You're the system系统. Get out of here!"
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下一个进来的是一名警官,他说,
05:23
And then the next下一个 person who comes
is a policeman警察, and he says,
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“嗯,我会把你儿子摁倒在地,
但我不确定接下来我应该做什么。”
05:26
"Well, I'll tackle滑车 your son儿子 to the ground地面
and then I'm not sure what I'll do."
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母亲说,“谢谢你。”
05:30
And the mothers母亲 say, "Thank you."
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05:32
So, they chose选择 professionals专业人士 who confessed供认不讳
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于是,她们选择的是那些
05:34
they didn't necessarily一定 have the answers答案,
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可以坦诚自己未必有什么办法的人,
05:36
who said -- well, they weren't
going to talk in jargon行话.
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那些不会说套话的人。
05:40
They showed显示 their human人的 qualities气质
and convinced相信 the mothers母亲
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他们展现出的人性让这两位母亲相信,
他们无论如何都会与自己同在,
05:43
that they would stick with them
through通过 thick and thin,
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同时也不会过分纵容自己。
05:46
even though虽然 they wouldn't不会
be soft柔软的 with them.
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尽管新的团队和家庭
05:48
So these new teams球队 and the families家庭
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只获得了之前预算的一小部分,
05:49
were then given特定 a sliver裂片
of the former前任的 budget预算,
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但他们有权决定如何使用这笔钱。
05:52
but they could spend the money
in any way they chose选择.
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于是其中一家人选择出去吃晚饭。
05:54
And so one of the families家庭
went out for supper晚餐.
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他们去了麦当劳,围坐在一起,
谈天说地,
05:56
They went to McDonald's麦当劳 and they satSAT down
and they talked and they listened听了
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这是很久以来的第一次。
06:00
for the first time in a long time.
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另一家人询问社工团队,
06:02
Another另一个 family家庭 asked the team球队
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06:04
if they would help them do up their home.
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能否帮他们修缮一下房子。
06:07
And one mother母亲 took the money
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还有一位母亲用这钱
06:08
and she used it as a float浮动
to start开始 a social社会 enterprise企业.
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作为备用金,开办了一家社企。
06:12
And in a really short space空间 of time,
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在短短时间内,
06:14
something new started开始 to grow增长:
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就出现了一些新气象:
06:17
a relationship关系 between之间 the team球队
and the workers工人.
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社工团队和家庭间建立了联系。
06:20
And then some remarkable卓越
changes变化 took place地点.
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之后又发生了一些显著的变化。
06:23
Maybe it's not surprising奇怪
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也许艾拉在这个过程中,
06:24
that the journey旅程 for Ella艾拉 has had
some big steps脚步 backwards向后
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2734
经历了许多起起伏伏,
这一点也不奇怪。
06:27
as well as forwards前锋.
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06:28
But today今天, she's completed完成
an IT training训练 course课程,
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但现在,她已经完成了IT训练课程,
06:31
she has her first paid支付 job工作,
her children孩子 are back in school学校,
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找到了第一份工作,
孩子们也回到了学校,
06:34
and the neighbors邻居,
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而她的邻居们,
06:35
who previously先前 just hoped希望 this family家庭
would be moved移动 anywhere随地
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2909
曾经希望她搬走,
越远越好,
06:38
except next下一个 door to them,
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现在关系也融洽了。
06:40
are fine.
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06:41
They've他们已经 made制作 some new friendships友谊.
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他们交到了新的朋友。
06:43
And all the same相同 people have been
involved参与 in this transformation转型 --
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在这一变化中,人还是那些人,
06:47
same相同 families家庭, same相同 workers工人.
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同样的家庭,同样的社工,
06:49
But the relationship关系 between之间 them
has been supported支持的 to change更改.
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但他们之间的关系发生了变化。
06:54
So I'm telling告诉 you about Ella艾拉
because I think that relationships关系
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我之所以讲艾拉的故事,
是因为我认为人际关系
06:57
are the critical危急 resource资源 we have
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是解决这类棘手问题
06:59
in solving some of these
intractable棘手 problems问题.
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最重要的资源。
07:02
But today今天, our relationships关系
are all but written书面 off
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2722
但现在,我们的人际关系,
已经被我们的政治,
07:04
by our politics政治, our social社会 policies政策,
our welfare福利 institutions机构.
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被我们的福利政策
和福利机构所破坏了。
07:08
And I've learned学到了 that this
really has to change更改.
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我意识到这必须发生改变。
07:12
So what do I mean by relationships关系?
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到底什么是人际关系?
07:14
I'm talking about the simple简单
human人的 bonds债券 between之间 us,
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我认为就是连接人与人的纽带,
07:17
a kind of authentic真实 sense
of connection连接, of belonging属于,
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一种真实的联系感、归属感,
07:19
the bonds债券 that make us happy快乐,
that support支持 us to change更改,
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它让我们感到开心,支持我们变得更好,
07:22
to be brave勇敢 like Ella艾拉
and try something new.
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让我们像艾拉一样勇敢,尝试新的事物。
07:25
And, you know, it's no accident事故
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知道吗,其实我并不意外,
07:27
that those who run and work
in the institutions机构
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那些福利机构的工作人员,
07:30
that are supposed应该 to support支持
Ella艾拉 and her family家庭
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那些本应帮助艾拉
和她家人的工作人员,
07:32
don't talk about relationships关系,
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从来不谈论人际关系,
07:33
because relationships关系 are expressly明确地
designed设计 out of a welfare福利 model模型
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因为人际关系从一开始
就没有被放进福利模式中,
07:37
that was drawn up in Britain英国
and exported出口 around the world世界.
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而这一福利模式是在英国
出现并传遍世界的。
07:41
The contemporaries同时代 of William威廉 Beveridge贝弗里奇,
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1933
威廉·贝弗里奇,
07:43
who was the architect建筑师
of the first welfare福利 state
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是福利国度的设计者,
07:45
and the author作者 of the Beveridge贝弗里奇 Report报告,
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他撰写了《贝弗里奇报告》,
07:47
had little faith信仰 in what they called
the average平均 sensual声色 or emotional情绪化 man.
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当时的人们不相信富有人情味的普通人,
07:51
Instead代替, they trusted信任 this idea理念
of the impersonal非人的 system系统
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3444
转而相信缺乏人情味的系统,
07:54
and the bureaucrat who would be detached超脱
and work in this system系统.
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4361
以及在系统中工作的官员们。
07:58
And the impact碰撞 of Beveridge贝弗里奇
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贝弗里奇带来了巨大影响,
08:01
on the way the modern现代 state
sees看到 social社会 issues问题
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他让人们看到,在一个现代国家中,
社会福利问题不容忽视。
08:03
just can't be underestimated低估.
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08:05
The Beveridge贝弗里奇 Report报告
sold出售 over 100,000 copies副本
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《贝弗里奇报告》在出版的最初几周,
08:08
in the first weeks of publication出版物 alone单独.
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2329
就售出了超过10万份。
08:11
People queued排队 in the rain
on a November十一月 night to get hold保持 of a copy复制,
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人们在11月的雨夜排队购买,
很快这份报告就传遍了全国,
传遍了殖民地,传遍了欧洲,
08:14
and it was read across横过 the country国家,
across横过 the colonies群落, across横过 Europe欧洲,
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3366
传遍了美国,
08:17
across横过 the United联合的 States状态 of America美国,
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1741
它对福利模式在全球的形成
08:19
and it had this huge巨大 impact碰撞
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1772
08:21
on the way that welfare福利 states状态
were designed设计 around the globe地球.
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3597
产生了巨大的影响。
08:24
The cultures文化, the bureaucracies官僚,
the institutions机构 -- they are global全球,
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(福利)文化、体制、机构,
在全球得到推广,
08:29
and they've他们已经 come to seem似乎
like common共同 sense.
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2020
逐渐成为了一种普遍现象。
08:31
They've他们已经 become成为 so ingrained根深蒂固 in us,
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它们如此根深蒂固,
08:34
that actually其实 we don't even
see them anymore.
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以至于我们开始对其熟视无睹。
08:36
And I think it's really important重要 to say
that in the 20th century世纪,
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我认为应该强调的是,在20世纪,
08:39
they were remarkably异常 successful成功,
these institutions机构.
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这些福利机构的出现,是一种巨大的成功。
(社会福利)延长了人们的寿命,
消除了大范围流行疾病
08:42
They led to longer lifespans寿命,
the eradication根除 of mass disease疾病,
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3431
08:46
mass housing住房, almost几乎 universal普遍 education教育.
187
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提供了住房,普及了教育。
08:49
But at the same相同 time,
188
517999
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但与此同时,
08:51
Beveridge贝弗里奇 sowed播种 the seeds种子
of today's今天的 challenges挑战.
189
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3432
贝弗里奇也埋下了今天种种问题的种子。
08:55
So let me tell you a second第二 story故事.
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接下来我要讲第二个故事。
08:57
What do you think today今天 is a bigger killer凶手
than a lifetime一生 of smoking抽烟?
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5212
你认为如今比终身吸烟
更加可怕的健康杀手是什么?
09:05
It's loneliness孤单.
192
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是孤独。
09:07
According根据 to government政府 statistics统计,
one person over 60 -- one in three --
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根据政府统计,60岁以上的人中,
有三分之一
09:12
doesn't speak说话 to or see
another另一个 person in a week.
194
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3192
在一周内不与人交流。
09:16
One person in 10, that's 850,000 people,
195
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3309
十分之一的人,也就是85万人,
09:19
doesn't speak说话 to anyone任何人 else其他 in a month.
196
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2335
甚至在一个月内不跟人交流。
09:22
And we're not the only people
with this problem问题;
197
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2274
这种情况不仅发生在我们国家,
在整个西方世界都是如此。
09:25
this problem问题 touches触摸 the whole整个
of the Western西 world世界.
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2431
而在中国,形势更加严峻,
09:27
And it's even more acute急性
in countries国家 like China中国,
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555677
2298
中国在经历迅速的城市化过程,
大量人口涌入城市,
09:29
where a process处理 of rapid快速 urbanization城市化,
mass migration移民, has left older旧的 people
200
557999
3683
村里只留下老人。
09:33
alone单独 in the villages村庄.
201
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1544
09:35
And so the services服务 that Beveridge贝弗里奇
designed设计 and exported出口 --
202
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3821
而贝弗里奇设计和推广的福利体系,
09:39
they can't address地址 this kind of problem问题.
203
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2287
根本无法预见这样的问题。
09:41
Loneliness孤单 is like a collective集体
relational相关的 challenge挑战,
204
569430
2610
孤独就像“人际关系危机综合症”,
09:44
and it can't be addressed解决
by a traditional传统 bureaucratic官僚主义 response响应.
205
572064
3847
靠传统的行政手段根本无法解决。
09:48
So some years年份 ago,
wanting希望 to understand理解 this problem问题,
206
576486
2951
于是几年前,为了研究这一问题,
我在自己生活的伦敦城南,
与一群老年人共同生活,
09:51
I started开始 to work with a group
of about 60 older旧的 people
207
579461
2873
09:54
in South London伦敦, where I live生活.
208
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1821
他们大约有60人。
09:56
I went shopping购物, I played发挥 bingo答对了,
209
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2075
我跟他们一起购物,玩bingo游戏,
09:58
but mainly主要 I was just
observing观察 and listening.
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2163
但大部分时间我只是观察和倾听。
10:00
I wanted to know
what we could do differently不同.
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我想知道我们该如何改变。
10:03
And if you ask them, people tell you
they want two things.
212
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如果你问他们有何需求,他们会提到两件事。
10:06
They want somebody to go up a ladder阶梯
and change更改 a light bulb灯泡,
213
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2909
他们希望有人能替他们爬梯子换灯泡,
10:09
or to be there when they
come out of hospital醫院.
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2298
或是从医院出来时有人接。
10:11
They want on-demand一经请求, practical实际的 support支持.
215
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他们渴望实际的帮助。
10:14
And they want to have fun开玩笑.
216
602322
1558
他们想过得快乐。
10:15
They want to go out, do interesting有趣 things
with like-minded志同道合 people,
217
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3218
他们想与志趣相投的人一起出门找乐子,
想结交新的朋友,就像我们大家一样,
无论处在什么年龄。
10:19
and make friends朋友 like we've我们已经 all
made制作 friends朋友 at every一切 stage阶段 of our lives生活.
218
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10:23
So we rented a phone电话 line线,
hired雇用 a couple一对 of handymen杂工,
219
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2729
于是我们开通了一条热线,
雇了一群能干的人,
10:26
and started开始 a service服务 we called "Circle."
220
614231
2337
(为老人家)提供服务,我们称之为“圈子”。
10:28
And Circle offers报价 its local本地 membership
a toll-free免费电话 0 800 number
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“圈子”为当地的会员开通了免费的0800电话,
10:32
that they can call on demand需求
for any support支持.
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2729
他们可以随时打电话要求各种服务。
10:35
And people have called us
for so many许多 reasons原因.
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623190
2169
他们打电话的原因各种各样。
10:37
They've他们已经 called because
their pets宠物 are unwell不适,
224
625383
2119
比如宠物生病了,
DVD机坏了,或者忘记怎么用手机了,
10:39
their DVDDVD is broken破碎, they've他们已经 forgotten忘记了
how to use their mobile移动 phone电话,
225
627526
3274
或者从医院出来,
10:42
or maybe they are coming未来 out of hospital醫院
226
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1925
希望有人能接他们。
10:44
and they want someone有人 to be there.
227
632773
1653
“圈子”还安排了丰富的社会活动,
10:46
And Circle also offers报价
a rich丰富 social社会 calendar日历 --
228
634450
3150
10:49
knitting针织, darts飞镖, museum博物馆 tours,
hot air空气 ballooning气球 -- you name名称 it.
229
637624
4115
学编织,玩飞镖,参观博物馆,
乘热气球,多种多样。
10:54
But here's这里的 the interesting有趣 thing,
the really deep change更改:
230
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4395
但有意思的是,一个很大的变化产生了:
10:58
over time, the friendships友谊
that have formed形成
231
646674
3211
随着时间推移,他们之前形成了友谊,
11:01
have begun开始 to replace更换 the practical实际的 offer提供.
232
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2554
并且开始变得比那些实际的帮助更重要。
11:04
So let me tell you about Belinda贝琳达.
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1633
下面我要讲讲关于贝琳达的事。
11:06
Belinda's贝琳达的 a Circle member会员, and she was
going into hospital醫院 for a hip臀部 operation手术,
234
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4236
贝琳达是“圈子”的会员,
她准备去医院做一个髋骨手术,
11:10
so she called her local本地 Circle to say
they wouldn't不会 see her for a bit.
235
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3984
于是她给本地的“圈子”打了个电话,
说自己有一段时间不会参加活动。
11:14
And Damon达蒙, who runs运行 the local本地 Circle,
calls电话 her back and says, "How can I help?"
236
662889
3800
达蒙,是当地“圈子”的负责人,
他回电话问,“需要帮助吗?”
11:18
And Belinda贝琳达 says, "Oh no, I'm fine --
237
666713
1911
贝琳达说,“哦,不用了,我没事
乔斯琳帮我买东西,托尼帮我照顾花园,
11:20
Jocelyn乔斯林 is doing the shopping购物,
Tony's托尼的 doing the gardening园艺,
238
668648
2793
11:23
Melissa梅利莎 and Joe are going
to come in and cook厨师 and chat."
239
671465
2697
梅丽莎和乔会过来帮我做饭,陪我聊天。”
11:26
So five Circle members会员
had organized有组织的 themselves他们自己
240
674186
3007
五名“圈子”的成员分工合作,
11:29
to take care关心 of Belinda贝琳达.
241
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1904
照顾贝琳达。
11:32
And Belinda's贝琳达的 80, although虽然 she says
that she feels感觉 25 inside,
242
680123
3346
贝琳达今年80岁了,
尽管她说自己内心才25,
11:35
but she also says
243
683493
1564
她还说,
11:37
that she felt stuck卡住 and pretty漂亮 down
when she joined加盟 Circle.
244
685081
3446
初加入“圈子”的时候她感觉无助和低落。
11:41
But the simple简单 act法案 of encouraging鼓舞人心的 her
to come along沿 to that first event事件
245
689083
4481
但社工们非常暖心地鼓励她
参加第一次活动时,
11:45
led to a process处理 where
natural自然 friendships友谊 formed形成,
246
693588
3200
慢慢让他们成为了朋友,
11:48
friendships友谊 that today今天 are replacing更换
the need for expensive昂贵 services服务.
247
696812
4321
跟昂贵的服务相比,
友谊成为了更重要的需求。
11:53
It's relationships关系
that are making制造 the difference区别.
248
701157
2977
正是人际关系带来了这一改变。
11:57
So I think that three factors因素
have converged融合
249
705572
2908
因此我觉得,为什么我们如此重视人际关系
12:00
that enable启用 us to put relationships关系
at the heart and center中央
250
708504
2992
在解决社会问题中发挥的核心作用?
12:03
of how we solve解决 social社会 problems问题 today今天.
251
711520
2845
原因有三点。
首先,社会问题的本质
12:06
Firstly首先, the nature性质 of the problems问题 --
252
714389
2063
12:08
they've他们已经 changed, and they require要求
different不同 solutions解决方案.
253
716476
2655
发生了改变,因此需要不同的解决方式。
12:11
Secondly其次, the cost成本, human人的 as much
as financial金融, of doing business商业 as usual通常.
254
719155
4490
其次是支出,就像做普通生意一样,
经费越多人手越多。
12:15
And thirdly第三, technology技术.
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723669
1735
第三点就是科技。
12:18
I've talked about the first two factors因素.
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前两个原因我刚才已经讲过了。
12:20
It's technology技术 that enables使
these approaches方法 to scale规模
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正是科技扩大了我们的规模,
12:23
and potentially可能 now support支持
thousands数千 of people.
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让我们能服务数以千计的人。
12:26
So the technology技术 we've我们已经 used
is really simple简单,
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其实我们使用的技术非常简单,
12:29
it's made制作 up of available可得到 things
like databases数据库, mobile移动 phones手机.
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无非就是数据库,手机这些有效的工具。
12:32
Circle has got this very simple简单
system系统 that underpins巩固 it,
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“圈子”就是依靠一个简单的支持系统,
12:35
enables使 a small local本地 team球队 to support支持
a membership of up to a thousand.
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让一支小规模的本地团队
能服务多达一千名会员。
12:39
And you can contrast对比 this
with a neighborhood邻里 organization组织
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大家可以将其与70年代的“邻里互助组织”
进行比较,
12:42
of the 1970s,
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当时要做到如此大的规模根本不可能,
12:43
when this kind of scale规模
just wasn't possible可能,
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服务质量和持续性
也远不如科技发达的今天。
12:45
neither也不 was the quality质量 or the longevity长寿
that the spine脊柱 of technology技术 can provide提供.
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12:49
So it's relationships关系
underpinned支撑 by technology技术
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因此,正是有了科技的支持
12:52
that can turn the Beveridge贝弗里奇
models楷模 on their heads.
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贝弗里奇模式才能得以转变。
12:55
The Beveridge贝弗里奇 models楷模 are all
about institutions机构 with finite有限 resources资源,
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贝弗里奇模式中,福利机构的资源有限,
12:59
anonymously匿名 managing管理的 access访问.
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并通过匿名方式进行管理。
13:01
In my work at the front面前 line线,
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我在福利工作第一线的时候,
13:03
I've seen看到 again and again how
up to 80 percent百分 of resource资源
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不止一次见到高达80%的资源
13:07
is spent花费 keeping保持 people out.
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用来将人们拒之门外。
13:09
So professionals专业人士 have to administer管理
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社工们不得不填写
13:10
these increasingly日益 complex复杂 forms形式
of administration行政
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那些越来越复杂的管理表格
13:13
that are basically基本上 about stopping停止 people
accessing访问 the service服务
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得到的结果却是人们享受不到服务,
13:16
or managing管理的 the queue队列.
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或者需要排很久的队。
13:18
And Circle, like the relational相关的 services服务
that we and others其他 have designed设计,
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而“圈子”提供的,具有人情味的服务
13:23
inverts反转 this logic逻辑.
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扭转了局面。
13:24
What it says is, the more people,
the more relationships关系,
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有句话总结得好,参加的人越多,
人际关系越融洽,
13:28
the stronger the solution.
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解决方案就越有效。
13:31
So I want to tell you my third第三
and final最后 story故事,
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接下来是第三个也是最后一个故事,
13:34
which哪一个 is about unemployment失业.
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是关于失业的。
13:37
In Britain英国, as in most places地方
in the world世界,
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在英国,正如在其他国家一样,
13:40
our welfare福利 states状态 were primarily主要 designed设计
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福利机构的主要目标
13:42
to get people into work,
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是帮助人们就业,
13:45
to educate教育 them for this,
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培训他们的职业技能,
13:47
and to keep them healthy健康.
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保护他们的身体健康。
13:49
But here, too, the systems系统 are failing失败.
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然而同样的,这种体制并不成功。
13:51
And so the response响应 has been
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819592
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(政府采取的)措施是
13:52
to try and make these old systems系统
even more efficient高效 and transactional交易 --
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820988
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努力使旧体制变得更加有效和务实,
13:56
to speed速度 up processing处理 times, divide划分
people into ever-smaller更小的 categories类别,
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824549
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加快办理进程,将事务进行更细的分类,
14:00
try and target目标 services服务 at them
more efficiently有效率的 -- in other words,
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尝试让服务更加精准和有效——换句话说,
14:03
the very opposite对面 of relational相关的.
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让服务更加没有人情味。
14:07
But guess猜测 how most people find work today今天?
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但你们知道现在大部分人如何找工作吗?
口口相传。
14:11
Through通过 word of mouth.
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14:13
It turns out that in Britain英国 today今天,
most new jobs工作 are not advertised广告.
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今天在英国,大部分新的工作
都不登招聘广告。
14:18
So it's friends朋友 that tell you about a job工作,
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工作信息大都来自朋友,
14:20
it's friends朋友 that recommend推荐 you for a job工作,
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朋友推荐给你一份工作,
14:22
and it's a rich丰富 and diverse多种 social社会 network网络
that helps帮助 you find work.
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丰富多样的社交圈子帮你找工作。
14:26
Maybe some of you here
this evening晚间 are thinking思维,
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也许今晚在场的有些人会想,
“我就是通过招聘广告找到的工作呀。”
14:29
"But I found发现 my job工作 through通过 an advert广告,"
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但如果你回想一下,
也许是某一个朋友给你看了那条广告,
14:31
but if you think back, it was probably大概
a friend朋友 that showed显示 you the ad广告
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然后鼓励你去申请的。
14:34
and then encouraged鼓励 you to apply应用.
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但毫不奇怪的是,
14:35
But not surprisingly出奇,
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14:37
people who perhaps也许 most need
this rich丰富 and diverse多种 network网络
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那些最需要丰富人脉的人
14:40
are those who are most isolated孤立 from it.
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恰恰是最离群索居的人。
14:43
So knowing会心 this,
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因此,明白了这一点,
14:44
and also knowing会心 about the costs成本
and failure失败 of current当前 systems系统,
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也看到现有体制的高成本和低效率之后,
我们以人际关系为核心设计出了新的服务方案。
14:47
we designed设计 something new
with relationships关系 at its heart.
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14:50
We designed设计 a service服务
that encourages鼓励 people to meet遇到 up,
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我们推出了一项服务,鼓励人们见面,
14:56
people in and out of work,
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无论是有工作的还是失业的,
14:57
to work together一起 in structured结构化的 ways方法
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组织他们在一起工作,
14:59
and try new opportunities机会.
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尝试新的机遇。
15:02
And, well, it's very hard to compare比较
the results结果 of these new systems系统
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当然,很难将这一新模式的结果
15:06
with the old transactional交易 models楷模,
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同旧的模式进行比较,
15:07
but it looks容貌 like,
with our first 1,000 members会员,
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但有一点值得注意,
在我们拥有了头1000个会员时,
15:10
we outperformed跑赢 existing现有 services服务
by a factor因子 of three,
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我们在其中一项上就击败了现有的体制,
15:13
at a fraction分数 of the cost成本.
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1960
就是花费变少了。
15:15
And here, too, we've我们已经 used technology技术,
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我们同样利用了现代科技,
15:18
but not to network网络 people in the way
that a social社会 platform平台 would do.
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但并不是像一般的社交平台那种做法。
15:21
We've我们已经 used it to bring带来 people face面对 to face面对
and connect them with each other,
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我们让人们面对面,彼此交流和建立联系,
建立真正的人际关系,支持人们找到工作。
15:25
building建造 real真实 relationships关系
and supporting支持 people to find work.
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15:30
At the end结束 of his life, in 1948,
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1948年,在贝弗里奇去世前,
15:33
Beveridge贝弗里奇 wrote a third第三 report报告.
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1989
他完成了第三份报告。
15:35
And in it he said he had made制作
a dreadful可怕 mistake错误.
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在报告里他坦承他犯了一个巨大的错误。
15:40
He had left people
and their communities社区 out.
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3823
他忽略了市民和社区的重要。
15:45
And this omission省略, he said,
led to seeing眼看 people,
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而这一疏漏,导致人们
15:49
and people starting开始 to see themselves他们自己,
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将别人,也将自己,
15:51
within the categories类别
of the bureaucracies官僚 and the institutions机构.
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归入政府部门和福利机构划分的人群类别中。
15:55
And human人的 relationships关系
were already已经 withering萎凋.
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人与人之间的关系被摧毁了。
15:59
But unfortunately不幸, this third第三 report报告
was much less read
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但不幸的是,跟贝弗里奇早期的作品相比,
16:02
than Beveridge's贝弗里奇的 earlier work.
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这第三份报告鲜有人问津。
16:05
But today今天, we need to bring带来 people
and their communities社区
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但今天,在设计新的体制和服务过程中,
16:09
back into the heart of the way
we design设计 new systems系统 and new services服务,
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我们要将老百姓和他们的社区
放在核心位置来进行考虑,
16:13
in an approach途径 that I call
"Relational相关的 Welfare福利."
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我称之为“暖心福利”。
16:16
We need to leave离开 behind背后
these old, transactional交易,
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我们要抛弃那些陈旧的、交易性的、
16:18
unsuitable不当, outdated过时的 models楷模,
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不合适的、过时的模式,
16:20
and we need to adopt采用 instead代替
the shared共享 collective集体 relational相关的 responses回复
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取而代之的,我们要采取
具有人情味的集体行动
16:24
that can support支持 a family家庭 like Ella'sElla的,
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来帮助像艾拉一样的家庭,
16:26
that can address地址 an issue问题 like loneliness孤单,
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来解决孤独问题,
16:29
that can support支持 people into work
and up the skills技能 curve曲线
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来提高人们的专业技能,帮助他们
16:31
in a modern现代 labor劳动 market市场,
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在现代劳动市场上争得一席之地,
16:33
that can also address地址 challenges挑战
of education教育, of health健康 care关心 systems系统,
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来改善教育体制和医疗体系,
16:37
and so many许多 more of those problems问题
that are pressing紧迫 on our societies社会.
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还有其他一系列我们面临的
严峻的社会问题。
16:42
It is all about relationships关系.
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人际关系是解决问题的关键。
16:45
Relationships关系 are the critical危急
resource资源 we have.
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人际关系是我们最重要的资源。
16:48
Thank you.
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谢谢大家。
16:49
(Applause掌声)
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(掌声)
Translated by Alvin Lee
Reviewed by cookie fu

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ABOUT THE SPEAKER
Hilary Cottam - Innovator and social entrepreneur
Hilary 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.

More profile about the speaker
Hilary Cottam | Speaker | TED.com