Empathy and perspective.

同理心和視角。

And I think these things are very often forgotten.

我認為這些事情常常被遺忘。

Leaders are so often so concerned about their status or their position in an organization, they actually forget their real job.

領導者往往太在意自己在組織中的身份或地位，實際上忘記了自己真正的工作。

And the real job of a leader is not about being in charge.

而領導者的真正職責並不在於掌權。

It's about taking care of those in our charge.

這是為了照顧我們所負責的人。

And I don't think people realize this.

我認為人們沒有意識到這一點。

And I don't think people train for this.

我不認為人們會為此進行訓練。

When we're junior, our only responsibility is to be good at our jobs.

當我們還是初級員工時，我們唯一的責任就是做好本職工作。

That's all we really have to do.

這就是我們真正要做的。

And some people actually go get advanced educations so that they can be really good at their jobs, accountants or whatever, right?

有些人實際上是去接受高等教育，這樣他們就能成為真正出色的會計師或其他什麼人，對嗎？

And you show up and you work hard and the company will give us tons and tons of training how to do our jobs.

你出現在這裡，努力工作，公司就會給我們提供大量的培訓，讓我們學會如何工作。

They'll show us how to use the software.

他們會教我們如何使用軟件。

They'll send us away for a few days to get trained in whatever it is that we're doing for the company.

他們會讓我們離開幾天，接受培訓，無論我們為公司做什麼。

And then they expect us to go be good at our jobs.

然後他們希望我們好好工作。

And that's what we do.

這就是我們的工作。

We work very hard.

我們工作非常努力。

And if you're good at your job, they'll promote you.

如果你工作出色，他們就會提拔你。

And at some point, you'll get promoted to a position where we're now responsible for the people who do the job we used to do.

到了一定時候，你就會被提拔到一個職位上，我們現在要對做我們以前工作的人負責。

But nobody shows us how to do that.

但沒有人告訴我們如何做到這一點。

And that's why we get managers and not leaders.

這就是為什麼我們得到的是管理者而不是領導者。

Because the reason our managers are micromanaging us is because they actually do know how to do the job better than us.

因為我們的經理之所以對我們進行微觀管理，是因為他們確實比我們更瞭解如何做好這份工作。

That's what got them promoted.

這就是他們晉升的原因。

Really, what we have to do is go through a transition.

實際上，我們要做的是經歷一個過渡。

Some people make it quickly.

有些人很快就能做到。

Some people make it slowly.

有些人是慢慢來的。

And unfortunately, some people will never make that transition at all, which is we have to go this through this transition of being responsible for the job, and then turning it to somebody who's now responsible for the people who are responsible for the job.

不幸的是，有些人根本無法實現這一轉變，也就是說，我們必須經歷這樣的轉變：對工作負責，然後把工作交給現在對工作負責的人的人。

And as I said before, one of the great things that is lacking in most of our companies is that they are not teaching us how to lead.

正如我之前所說，我們大多數公司所欠缺的重要一點就是，他們沒有教我們如何上司。

And leadership is a skill like any other, is a practicable, learnable skill.

領導力和其他技能一樣，是一種實用的、可學習的技能。

And it is something that you work on.

這也是你要努力的方向。

It's like a muscle.

這就像肌肉一樣。

If you practice it all the days, you will get good at it and you will become a strong leader.

如果你堅持不懈地練習，你就會成為一名優秀的領導者。

If you stop practicing, you will become a weak leader.

如果停止練習，你就會成為一個軟弱的領導者。

Like parenting, everyone has the capacity to be a parent.

就像為人父母一樣，每個人都有能力成為父母。

Doesn't mean everybody wants to be a parent.

這並不意味著每個人都想成為父母。

And doesn't mean everybody shouldn't be a parent.

但這並不意味著每個人都不應該為人父母。

Leadership is the same.

領導力也是如此。

We all have the capacity to be a leader.

我們每個人都有能力成為領導者。

Doesn't mean everybody should be a leader.

這並不意味著每個人都應該成為領導者。

And it doesn't mean everybody wants to be a leader.

這並不意味著每個人都想成為領導者。

And the reason is because it comes at great personal sacrifice.

原因是，這需要付出巨大的個人犧牲。

Remember, you're not in charge, you're responsible for those in your charge.

記住，你不是負責人，你要對你負責的人負責。

That means things like when everything goes right, you have to give away all the credit.

這就意味著，當一切順利時，你必須把所有的功勞都讓給別人。

And when everything goes wrong, you have to take all the responsibility.

當一切出錯時，你必須承擔所有責任。

That It's things like when something does actually break, when something goes wrong, instead of yelling and screaming and taking over, you say, try again.

比如，當有東西真的壞了，當有東西出錯了，你不會大喊大叫，不會接管一切，而是說，再試一次。

When the overwhelming pressures are not on them, the overwhelming pressures are on us.

當壓倒性的壓力不在他們身上時，壓倒性的壓力就在我們身上。

At the end of the day, great leaders are not responsible for the job.

說到底，偉大的領導者並不負責工作。

They're responsible for the people who are responsible for the job.

他們要對負責這項工作的人負責。

They're not even responsible for the results.

他們甚至不對結果負責。

I love talking to CEOs and say, what's your priority?

我喜歡和首席執行官們哈拉，問他們，你們的首要任務是什麼？

And they put their hands on their hips all proud and say, my priority is my customer.

他們驕傲地雙手叉腰說，我的首要任務是客戶。

I'm like, really?

我想，真的嗎？

You haven't talked to a customer in 15 years.

你已經有 15 年沒和客戶說過話了。

There's no CEO on the planet responsible for the customer.

在這個星球上，沒有哪個首席執行官會對客戶負責。

They're just not.

他們就是沒有。

They're responsible for the people who are responsible for the people who are responsible for the customer.

他們要對負責客戶的人負責。

I'll tell you a true story.

我給你講個真實的故事。

A few months ago, I stayed at the Four Seasons in Las Vegas.

幾個月前，我住在拉斯維加斯的四季酒店。

It is a wonderful hotel.

這是一家很棒的酒店。

And the reason it's a wonderful hotel is not because of the fancy beds.

之所以說它是一家很棒的酒店，並不是因為它有多豪華的床。

Any hotel can go and buy a fancy bed.

任何一家酒店都可以去買一張高級床。

The reason it's a wonderful hotel is because of the people who work there.

它之所以是一家出色的酒店，是因為這裡的員工。

If you walk past somebody at the Four Seasons in this and they say hello to you, you get the feeling that they actually wanted to say hello to you.

如果你從四季酒店的某個人身邊走過，他跟你打招呼，你會覺得他真的想跟你打招呼。

It's not that somebody told them that you have to say hello to all the customers, say hello to all the guests, right?

並不是有人告訴他們，你必須向所有的顧客問好，向所有的客人問好，對嗎？

You actually feel that they care.

你能切實感受到他們的關心。

Now, in their lobby, they have a coffee stand.

現在，他們在大廳裡擺了一個咖啡攤。

And one afternoon, I went to buy a cup of coffee.

一天下午，我去買咖啡。

And there was a barista by the name of Noah who was serving me.

有一位名叫諾亞的咖啡師正在為我服務。

Noah was fantastic.

諾亞太棒了。

He was friendly and fun.

他很友好，也很有趣。

And he was engaging with me.

他還和我互動。

And I had so much fun buying a cup of coffee.

我買了一杯咖啡，非常開心。

I actually think I gave 100% tip, right?

其實我覺得我給了 100%的小費，對吧？

He was wonderful.

他太棒了。

So as is my nature, I asked Noah, do you like your job?

於是，我習慣性地問諾亞，你喜歡你的工作嗎？

And without skipping a beat, Noah says, I love my job.

諾亞不緊不慢地說，我熱愛我的工作。

And so I followed up.

於是我就跟進了。

I said, what is it that the Four Seasons is doing that would make you say to me, I love my job.

我說，四季酒店到底在做什麼，能讓你對我說 "我熱愛我的工作"。

And without skipping a beat, Noah said, throughout the day, managers will walk past me and ask me how I'm doing, if there's anything that I need to do my job better.

諾亞說，一整天下來，經理們都會不緊不慢地從我身邊走過，問我做得怎麼樣，有沒有什麼需要改進的地方。

He said, not just my manager, any manager.

他說，不只是我的經理，任何經理都是如此。

And then he said something magical.

然後他說了一句神奇的話。

He says, I also work at Caesar's Palace.

他說，我也在凱撒宮工作。

And at Caesar's Palace, the managers are trying to make sure we're doing everything right.

在凱撒皇宮，經理們努力確保我們所做的一切都正確無誤。

They catch us when we do things wrong.

當我們做錯事時，他們會抓住我們。

He says, when I go to work there, I like to keep my head under the radar and just get through the day so I can get my paycheck.

他說，當我去那裡工作時，我喜歡低調行事，只想過好每一天，這樣我就能拿到工資。

He says, here at the Four Seasons, I feel I can be myself.

他說，在四季酒店，我覺得我可以做我自己。

Same person, entirely different experience from the customer who will engage with Noah.

同一個人，與與諾亞接觸的客戶完全不同的體驗。

So we in leadership are always criticizing the people.

所以，我們領導層總是責備人民。

We're always saying we've got to get the right people on the bus.

我們總是說，我們必須讓合適的人上車。

I've got to fill my team.

我得讓我的團隊滿員。

I've got to fill my team.

我得讓我的團隊滿員。

It's not the people.

不是因為人。

It's the leadership.

是領導力。

If we create the right environment, we will get people like Noah at the Four Seasons.

如果我們創造了合適的環境，就會有像諾亞一樣的人來到四季酒店。

If we create the wrong environment, we will get people like Noah at Caesar's Palace.

如果我們創造了錯誤的環境，就會出現像凱撒宮的諾亞那樣的人。

It's not the people.

不是因為人。

And yet we're so quick to hire and fire, you can't hire and fire your children.

然而，我們如此迅速地僱傭和解僱，你卻不能僱傭和解僱你的孩子。

If your kids are struggling, we don't say, you got to see at school, you're up for adoption.

如果你的孩子有困難，我們不會說，你得去學校看看，你可以被收養了。

So why is it that when somebody has performance problems at work, why is it that our instinct is to say, you're out?

那麼，為什麼當有人在工作中出現績效問題時，我們本能地會說，你被淘汰了？

We do not practice empathy.

我們不懂得換位思考。

What does empathy look like?

同理心是什麼樣子的？

Here's the lack of empathy.

這就是缺乏同理心。

This is normal in our business world.

這在我們的商業世界中很正常。

You walk into someone's office, someone walks into our office and says, your numbers have been down for the third quarter in a row.

你走進別人的辦公室，別人走進我們的辦公室說，你們的數據已經連續三個季度下降了。

You have to pick up your numbers.

你必須拾起你的號碼。

Otherwise, I can't guarantee what the future will look like.

否則，我無法保證未來會是什麼樣子。

How inspired do you think that person is to come to work the next day?

你認為這個人第二天來上班的積極性有多高？

Here's what empathy looks like.

同理心是這樣的

You walk into someone's office, someone walks into your office and says, your numbers are down for the third quarter in a row.

你走進別人的辦公室，別人走進你的辦公室說，你的業績連續三個季度下滑。

Are you okay?

你還好嗎？

I'm worried about you.

我很擔心你

What's going on?

怎麼了？

We all have performance issues.

我們都有性能問題。

Maybe someone's kid is sick.

也許有人的孩子生病了。

Maybe they're having problems in their marriage.

也許他們的婚姻出現了問題。

Maybe one of their parents is dying.

也許他們的父母中有人快死了。

We don't know what's going on in their lives.

我們不知道他們的生活發生了什麼。

And of course it will affect performance at work.

當然，這也會影響工作表現。

Empathy is being concerned about the human being, not just their output.

同理心是對人的關心，而不僅僅是他們的產出。

We have, for some reason, our work world has changed over the past 20 and 30 years.

出於某種原因，我們的工作環境在過去二三十年間發生了變化。

We are suffering the side effects of business theories left over from the 80s and 90s.

我們正在遭受 80 和 90 年代遺留下來的商業理論的副作用。

And they are bad for people and they are bad for business.

它們對人們和企業都不利。

Let me give you an example.

我來舉個例子。

The concept of shareholder supremacy was a theory proposed in the late 1970s.

股東至上的概念是 20 世紀 70 年代末提出的一種理論。

It was popularized in the 80s and 90s.

它流行於上世紀 80 和 90 年代。

It is now standard form today.

如今，這已成為標準格式。

You talk to any public company and you ask them their priority and they say maximize shareholder value.

你與任何一家上市公司交談，問他們的首要任務是什麼，他們都會說是股東價值最大化。

Really?

真的嗎？

That's like a coach prioritizing the needs of the fans over the needs of the players.

這就好比教練優先考慮球迷的需求，而不是球員的需求。

How are you going to build a winning team with that model?

在這種模式下，你如何打造一支制勝團隊？

But that's normal today.

但這在今天很正常。

We don't even perceive it as broken or damaged or wrong or outdated.

我們甚至不認為它是壞的、損壞的、錯誤的或過時的。

Remember, the 80s and 90s were boom years with relative peace and a kinder, gentler Cold War.

請記住，上世紀八九十年代是經濟繁榮的年代，相對和平，冷戰也比較溫和。

Nobody was practicing hiding under their desks in school anymore.

學校裡再也沒有人躲在課桌下練習了。

We are no longer in those times.

我們已經不在那個時代了。

These are no longer boom years.

現在不再是繁榮時期。

These are no longer peaceful times and those models cannot work today.

現在已不再是和平年代，這些模式在今天已行不通。

Here's another one.

這裡還有一個。

Mass layoffs.

大規模裁員。

Using someone's livelihood to balance the books.

利用別人的生計來平衡賬目。

Right?

對不對？

It's so normal in America today that we don't even understand how broken and how damaging it is, not only to human beings, but to business.

在今天的美國，這種現象已經司空見慣，我們甚至不知道它有多殘破，對人類和企業都有多大的危害。

Companies talk about how they want to build trust and cooperation and they announce a round of layoffs.

公司大談如何建立信任與合作，卻宣佈一輪裁員。

Do you know the quickest way to destroy trust and destroy cooperation in a business literally in one day?

你知道一天之內就能摧毀信任、破壞合作的最快方法嗎？

Lay people off and everyone gets scared.

裁員，人人自危。

Can you imagine sending someone home to say, honey, I can no longer provide for our family because the company missed its arbitrary projections this year.

你能想象送一個人回家說，親愛的，我再也不能養家餬口了，因為公司今年沒有達到任意預測的目標。

Forget about the people who lost their job.

忘記那些失去工作的人吧。

Think about the people who kept their jobs because every single decision a company makes is a piece of communication and the company has just communicated to everybody else.

想想那些保住飯碗的人，因為公司的每一個決定都是一次溝通，公司剛剛向其他人傳達了資訊。

This is not a meritocracy.

這不是任人唯賢。

We don't care how hard you work or how long you've worked here.

我們不在乎你工作有多努力，也不在乎你在這裡工作了多久。

If we miss our numbers and you happen to fall on the wrong side of the spreadsheet, I'm sorry, we cannot guarantee employment.

如果我們的數據有誤，而你又碰巧在電子表格的錯誤一邊，很抱歉，我們不能保證就業。

In other words, we come to work every day afraid.

換句話說，我們每天上班都很害怕。

And we're asking our youngest generation to work in environments where how would any of us ever stand up and admit I made a mistake?

我們要求我們最年輕的一代在這樣的環境中工作，在這樣的環境中，我們中的任何一個人怎麼可能站起來承認我犯了錯？

We're constantly being told you have to be vulnerable leaders and vulnerable.

我們不斷被告知，你必須成為易受傷害的領導者和易受傷害的人。

What does that even mean?

這到底是什麼意思？

It doesn't mean you walk around crying.

這並不意味著你要哭著到處走。

I'm vulnerable, right?

我很脆弱，對嗎？

No.

不

What vulnerability means is you create an environment in which someone feels safe enough to raise their hand and said, I don't know what I'm doing.

脆弱意味著你要創造一種環境，讓別人感到足夠安全，可以舉手說 "我不知道自己在做什麼"。

You've screwed something up.

你搞砸了

I'm scared.

我很害怕

I'm worried.

我很擔心。

All of these things no one would ever admit inside a company because it puts a target on your head in case there's another round.

在公司內部，沒人會承認所有這些事情，因為這會讓你成為眾矢之的，以防下一輪的攻擊。

And so we keep it to ourselves.

是以，我們把它藏在心裡。

And how can a company ever do well if nobody's ever willing to admit they made a mistake that's scared or they don't know what they're doing.

如果從來沒有人願意承認自己犯了一個錯誤，害怕了，或者不知道自己在做什麼，那麼公司又怎麼可能做得好呢？

And so we've literally created cultures in which every single day everybody comes to work and lies, hides and fakes.

是以，我們實際上創造了一種文化，在這種文化中，每個人每天上班都在撒謊、躲藏和偽裝。

And we're asking our youngest generation to work and succeed and find themselves and build their confidence and overcome their addiction to technology and build strong relationships at work.

我們要求最年輕的一代努力工作，取得成功，找到自我，建立自信，克服對技術的沉迷，在工作中建立牢固的關係。

We're asking them to do this.

我們要求他們這樣做。

And these are the environments we've created.

這些就是我們創造的環境。

We keep saying to them, you're the future leaders.

我們一直對他們說，你們是未來的領導者。

We're the leaders now.

我們現在是領導者。

We're in control.

我們掌控一切。

What are we doing?

我們在做什麼？

This is what empathy means.

這就是同理心的含義。