Don't Be a Jerk to Your Barista — and Other Thoughts on Frontline Work | Adriann Negreros | TED
27,295 views ・ 2024-01-08
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翻译人员: Zonn Kim
校对人员: Laixi Kang
00:04
Would it be alright if I told you all
about my first kiss?
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如果我把我的初吻故事
告诉你们,可以吗?
00:08
(Cheers)
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(欢呼声)
00:09
It sounds like it would be, alright.
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听起来好像没问题,好吧。
00:11
So I'm from a small town
in the United States,
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我来自美国的一个小镇,
00:13
and I was working
at one of the local spots,
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当时我在当地的一个地方工作,
00:16
a job that required me
to be in person, a frontline job.
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这份工作需要我亲自到场,
是一线工作。
00:21
So I'm there, behind the counter.
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所以我去到上班的地方,
站在柜台后面。
00:22
The person I really like, they come in.
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然后我非常喜欢的那个人进来了。
00:26
We have a great conversation.
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我们聊得很开心。
00:27
And I know this,
because it ends with a kiss.
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我知道这一点,
因为我们的谈话以一个吻结束。
00:31
(Laughter)
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(笑声)
00:32
Perhaps that kiss that day, though,
was the only good thing about the job.
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但是,也许那天的那个吻
是这份工作唯一的好处。
00:36
The work itself was really, really hard.
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这项工作本身真的非常难。
00:39
Most frontline work is,
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大多数一线工作都是难的,
00:41
and you know this
if you drive for Uber or Lyft,
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如果你为优步(Uber)或
来福车(Lyft)开车,
00:44
or if you work as a barista at Starbucks.
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或者在星巴克当咖啡师,
你就会明白这一点。
00:47
Today, I spend all my time
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如今,我把所有的时间
00:49
working with some
of the world's largest companies,
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都花在为一些世界上
最大的公司工作上,
00:51
companies with tens of thousands
of frontline workers.
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这些公司拥有
成千上万的一线员工。
00:54
Nearly three billion of us
around the world do this work,
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全世界有将近 30 亿人
从事一线工作,
00:58
and it's my mission to make that job
as good as possible.
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我的使命是
使这份工作尽可能地好做。
01:03
It just doesn't take much research
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我们不需要太多的研究就能明白
01:04
to realize why we need
to improve this job.
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为什么需要改进这类工作。
01:07
80 percent of frontline workers
faced some form of incivility in 2023,
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2023 年,80%的一线员工
面临过某种形式的不文明行为,
01:13
and that's translated into anger.
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这转化为愤怒。
01:15
40 percent of the global adult
workforce is mad at work.
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全球 40%的成年劳动力
对工作感到愤怒。
01:20
Now, I'm not a psychologist,
but I can't imagine it's good
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我不是心理学家,
但我无法想象
01:23
when half of the adults
are angry at their job.
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有一半的成年人对自己的工作
感到愤怒是件好事。
01:25
And that number has doubled
from before COVID.
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与新冠之前相比,
这个数字翻了一番。
01:29
I just don't think
this has to be the case.
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我只是认为情况不一定非得这样。
01:31
I think frontline jobs
can be great careers.
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我认为一线工作
可以是很棒的职业。
01:34
Let's talk about how to make that happen.
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让我们来谈谈如何实现。
01:37
For me, it starts at the top.
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对我来说,它从上层决策开始。
01:40
CEOs don't know
what the frontline job is like,
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首席执行官们不知道
一线工作是什么样子的,
01:43
and they have got
to figure it out right now.
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他们现在必须弄清楚。
01:47
I'm not sure if any of you have seen
the show "Undercover Boss."
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我不确定你们当中有没有人看过
《卧底老板》这个节目。
01:50
It was hot, at least
in the United States, for a while.
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它有段时间很火,
至少在美国是这样。
01:53
Very simple premise --
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非常简单的前提——
01:55
executives leave their corner office,
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高管离开他们的大办公室,
01:57
they spend some time on the front line,
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在一线待一段时间,
01:59
and they're always really,
really shocked what they find.
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他们对发现的结果总是
感到非常非常震惊。
02:02
And you might say,
"Adriann, of course they're shocked.
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你可能会说:
“亚德利安,他们当然会很震惊。
02:05
It's reality TV.
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这是电视真人秀。
02:06
It's American reality TV.
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这是美国的电视真人秀。
02:08
That is the best of the best."
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这可是真人秀的秀中豪杰。”
02:09
(Laughter)
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(笑声)
02:11
"These executives, they went
to Harvard Business School, that's HBS.
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“这些高管从哈佛商学院毕业,
也就是我们说的 HBS。
02:16
They have big offices.
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他们有很大的办公室。
02:18
They know what the job is like."
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他们知道这份工作是什么样子的。”
02:21
You might be shocked to find CEOs spend
just six percent of their working hours
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你可能会很惊讶地发现,
首席执行官们只将工作时间的 6%
02:25
with the front line.
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花在一线。
02:27
They spend 70 percent
of their time in meetings.
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他们将 70%的时间
花在会议上。
02:30
I just don't believe
you can actually understand the job
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我只是不相信
在你每年只花几天时间
02:34
when you spend just a few days
a year seeing it.
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接触这份工作的情况下,
你能真正理解这份工作。
02:37
What I would like to see, instead --
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相反,我希望看到的是,
02:39
I would like to see
a CEO spend 30 days straight --
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首席执行官连续花 30 天——
02:44
that's just eight percent of the year,
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这只是一年中的 8%,
02:46
tons of time, still, for your meetings --
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还有大量的时间留给你开会——
02:49
30 days straight
doing one shift every single day.
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连续 30 天,每天轮班一次。
02:54
And then spend only the money you make
from that shift, with no backups.
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然后只花你从轮班中赚到的钱,
不要用备用金。
02:59
After this 30 days, ask yourself ...
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在这 30 天之后,问问自己……
03:02
"Can I make it?
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“我能成功吗?
03:04
Would I want this job
to be my kids' career?"
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我希望这份工作
成为我孩子的事业吗?”
03:07
I think, through this experience,
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我认为,通过这种经历,
03:08
you'll be a lot more attuned
to the problems with the job,
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你能更清晰地意识到工作中的问题,
03:11
and you'll also, very importantly,
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而且非常重要的是,你还会
03:13
realize your own employees
have a lot of good ideas
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意识到自己的员工
03:16
on how to make the job better.
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对如何改善工作有很多好主意。
03:18
And before I talk about those ideas,
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在我谈论这些想法之前,
03:20
let's address the elephant
in the room for everyone.
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让我们先为大家讲讲
那头房间里的大象。
03:23
That's pay.
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那就是报酬。
03:25
Wages matter.
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工资很重要。
03:27
And it drives me crazy
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令我抓狂的是,
03:29
that some CEOs in the Fortune 500
are making 70,000 dollars a day,
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财富 500 强中的一些首席执行官
每天的收入为 7 万美元,
03:34
and it would take
their own employees 150 years
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而他们的员工需要 150 年才能赚到
03:38
to make what they make in one year.
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他们在一年里所赚的钱。
03:41
There's a word for this,
it's pay inequity,
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有个词可以形容这个现象,
就是薪酬不平等,
03:43
and it's wrong, and it frustrates me.
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这现象是错误的,这让我感到沮丧。
03:46
And I could talk about this
for hours, believe me.
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相信我,这事我可以聊上几个小时。
03:48
Afterwards, let's go talk about it.
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之后,我们再去谈谈。
03:50
But today, I want to share
something from our own research.
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但是今天,我想分享一下
我们的研究成果。
03:53
We've surveyed tens of thousands
of frontline workers around the globe.
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我们对全球成千上万的
一线员工进行了调查。
03:58
Why do they say they quit their own job?
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让他们说说为什么辞掉了工作?
04:00
They say it has to do a lot more
with emotional needs
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他们说,这更多是跟情感需求有关,
04:03
than just pay alone.
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而不仅仅是薪酬本身。
04:05
A really good example is a high desire
for some shift flexibility.
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一个非常好的例子是
员工们强烈渴望更灵活的轮班制度。
04:10
And when I bring this up
with executives, I often hear:
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当我向高管提起这个问题时,
我经常听到:
04:12
"Shift flexibility for frontline workers?
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“让一线员工灵活轮班?
04:14
That can't happen.
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那不可能发生。
04:16
Their job requires them to be in person.
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他们的工作需要他们亲自到场。
04:18
Way too expensive."
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太贵了。”
04:19
I don't know if that's true.
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我不知道这是否属实。
04:21
One company I worked with
for a very long time,
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我在一家公司工作了
很长时间,
04:24
they did some superdramatic things.
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他们做了一些很引人注目的事情。
04:26
So, folks, buckle up those seat belts,
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所以,各位坐稳听好了,
04:28
these are some crazy changes
that they made.
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这些是他们做的疯狂改变。
04:30
Hold on here.
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稍等一下。
04:32
So the first thing they did,
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他们做的第一件事就是
04:34
they gave their workers
a ten-minute buffer in the morning
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在早上给员工十分钟的缓冲时间,
04:37
so they could drop their kids off on time.
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这样他们就可以准时送孩子上学。
04:40
I know. Crazy, right?
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我知道。疯了,对吧?
04:41
My mind was blown
when this came up as an idea,
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04:44
but it gets crazier.
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但它变得更疯狂了。
04:45
The second thing they did,
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他们做的第二件事,
04:47
they got rid of their point system.
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取消了积分系统。
04:50
Essentially, there's
an attendance-policy system
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基本上,世界各地大多数的制造工厂
04:53
at most manufacturing plants,
still, around the world.
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仍然存在考勤制度。
04:55
If you're late to work or don't show up,
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如果你上班迟到或者没来,
04:58
you get a little check mark
by your name, like in kindergarten.
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你的名字旁边会有一个小勾,
就像在幼儿园一样。
05:01
It's public, people can see this.
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这是公开的,大家都可以看到。
05:02
They said, "Let's get rid of that."
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他们说:
“让我们摒弃这种东西吧。”
05:04
Good idea.
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好主意。
05:06
The last thing they did,
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他们做的最后一件事,
05:08
and this is, like, the moon-shot idea,
like, a next-gen AI sort of thing.
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其大胆创新程度堪比新一代人工智能,
05:11
The thing they decided to do ...
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他们决定做的事情是
05:13
they let their workers
end their shifts on time.
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让工人按时结束轮班。
05:19
You work nine to five,
you get to leave at five.
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你排班是朝九晚五的话,
五点就能下班。
05:23
It's crazy stuff.
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这太疯狂了。
05:25
Obviously, I'm kidding.
Like, this is clearly a joke.
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显然,我在开玩笑。
这明显是个笑话。
05:27
But these small changes,
very few companies are doing that,
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但即便是这样微小的改变,
也很少有公司这样做,
05:31
and the results speak for themselves.
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尽管这些措施的结果不言自明。
05:33
At some of these plants,
turnover is down 50 percent.
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其中一些工厂的
人事变更率下降了 50%。
05:37
There's a 40 percent reduction
in overtime hours,
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加班时间减少了 40%,
05:40
and there's actually
more perfect attendance than ever.
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而出勤率实际上
比以往任何时候都更加完美。
05:44
Another company
we worked with for a long time,
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另一家与我们合作了很久的公司,
05:46
we come in and we see people
are getting hurt a lot.
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我们进去后,发现员工们
受了很多伤害。
05:49
Like, physically injured on the job.
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我是说在工作中身体受伤。
05:51
And we quickly realize
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我们很快意识到
05:53
the personal protective gear
that's issued to the employees,
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发放给员工的个人防护装备,
05:56
it's made for only one body type.
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只适用于一种体型。
05:58
You can probably guess what body type.
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你大概能猜出什么体型。
06:00
It's the white male body type.
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那就是白人男性的体型。
06:04
And we say, "That's not very smart,
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然后我们说:“这样不太好,
06:06
so let's get safety gear
that fits multiple body types."
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那我们购买适合多种体型的
安全装备吧。”
06:10
And that, along with a couple
other very small changes,
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再加上其他一些非常小的改善,
06:14
safety incidents were down 40 percent.
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安全事故减少了 40%。
06:17
And when I bring
these examples to executives,
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当我向高管举这些例子时,
06:20
they often say,
"That makes a ton of sense.
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他们经常说:“这很有道理。
06:22
I'm very compelled by this.
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这很吸引人。
06:23
But isn't this turning into a 'If You Give
a Mouse a Cookie' situation?"
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但这难道不会变成
《要是你给老鼠吃饼干》,
让员工得寸进尺吗?”
06:28
And I would say, one, like,
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我想说的是,首席执行官,
06:29
CEO, great reference,
incredible children's book.
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这是本很好的儿童读物,
您这个比方可好极了。
06:31
Go back and read it,
if you haven't read it recently.
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如果您最近没有读过,
可以回去读一读。
06:34
And two, and very importantly,
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第二,非常重要的是,
06:36
yes, it is turning into that situation.
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是的,它就是在变成这种情况。
06:39
You can give your employees
the full cookie.
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你可以给员工完整的饼干。
06:43
I've talked to hundreds,
thousands of workers
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在过去的几年里,
我和成千上万的工人
06:45
over the last couple of years.
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进行了交谈。
06:47
And what do the workers say themselves
that they need to be successful?
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关于他们需要什么才能成功这个问题,
他们怎么说呢?
06:52
They say they need a clean bathroom.
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他们说他们需要一间干净的卫生间。
06:55
They need safety gear that fits.
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他们需要合身的安全装备。
06:58
They need a little time to eat lunch.
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他们需要一点时间吃午饭。
07:01
And they need a living wage.
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而且他们需要能维持生活的工资。
07:03
And when I talk
to executives, I often hear,
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当我与高管交谈时,我经常听到:
07:06
"Well, we can give A, but we can't give B.
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“好吧,我们可以给 A,
但我们不能给 B。
07:09
If we give B, our business
is going to implode."
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如果我们给 B,我们的业务
就会崩溃。”
07:13
I'm sorry, if your business
is going to implode
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对不起,如果你的业务崩溃
07:15
because you provide workers, I don't know,
a clean bathroom and a living wage,
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是因为你为员工提供干净的卫生间
和维持生活的工资的话,
07:20
it's time to look
at your business model again.
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那么你该重新审视一下
你的商业模式了。
07:22
And ...
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以及……
07:23
(Cheers)
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(欢呼)
07:24
Yeah.
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是的。
07:26
(Cheers and applause)
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(欢呼和掌声)
07:28
And I'm not saying this
to ding CEOs or companies,
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我说这不是为了攻击
首席执行官们或者公司,
07:31
I'm saying this because I have worked
with organizations
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我这样说是因为我与这些机构合作过
07:34
to change their business model.
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改变了他们的商业模式。
07:36
It is very possible.
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这很有可能。
07:38
And when you make these changes,
what actually happens ...
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当你做出这些改变时,
实际会发生什么呢?
07:41
it pays for itself.
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它可以收回成本。
07:42
It pays for itself in less overtime,
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通过减少加班时间、
07:45
less turnover
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减少人员流失
07:46
and happier and much more
engaged employees.
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以及提高员工的满意度和
参与度来收回成本。
07:49
And that's good for your people, CEO,
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首席执行官,这对你的员工有好处,
07:52
that's also very good for your business.
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对你的业务也非常有利。
07:56
There's another thing
that matters to me a lot.
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还有另一件事对我来说很重要。
07:58
I hope it matters to all of you as well.
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我希望这对你们所有人也很重要。
08:00
It's how we treat each other.
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那就是我们对待彼此的方式。
08:02
Now I'm not saying
you have to wander the world
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我并不是说你必须变得像
08:04
as your own version
of the world's best optimist, Ted Lasso.
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世界上最乐观的泰德·拉索那样。
08:09
You can do that, that would be great.
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你可以那样做,那当然会很棒。
08:11
More Teds in the world,
net positive for the world.
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泰德那样的人对世人来说多多益善。
08:13
You're allowed to be mad
if a brand provides you a bad experience.
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如果一个品牌给你带来了
不好的体验,你是可以生气的。
08:17
That is OK.
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没关系。
08:19
But before you get mad
at the worker in front of you,
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但是在你对眼前的
工作人员生气之前,
08:22
I want you to ask yourself,
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我想让你问问自己,
08:23
why did this breakdown
in experience happen?
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为什么会出现这种体验?
08:26
Because I think these experiences,
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因为我认为这些体验是
08:28
they go bad from decisions
way above a worker's pay grade.
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从决策时就走偏的,
这些决策远高于员工的薪酬等级。
08:32
Let me talk a little bit
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让我来谈谈员工,
08:33
about how workers themselves
are mandated to treat all of us
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他们是如何被要求
将我们所有人
08:37
as customers.
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视为客户的。
08:39
There are these handbooks
workers are given on day one,
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员工在第一天就会
得到这些手册,
08:42
and they are filled with rules
that employees must follow
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里面写满了员工
给我们提供良好的客户服务
08:45
to provide us good customer service.
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必须遵守的规则。
08:47
Let me give you some examples.
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让我给你举一些例子。
08:48
At some fast-food chains,
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在一些快餐连锁店,
08:51
employees are told if they see
somebody sitting by themselves
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员工们被告知,如果看到有人独自
08:54
for ten minutes or so,
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坐了十分钟或更久,
08:55
to go check on them.
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要去看看他们。
08:58
At some retail stores,
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在一些零售店里,
08:59
you must solemnly --
this is written down --
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你必须庄严地——
这可是白纸黑字原话——
09:02
solemnly swear, if someone comes
within ten feet of you,
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庄严地发誓,如果有人
处在距离你不到十英尺的地方,
09:05
you'll make eye contact,
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你要进行眼神交流,
09:07
you'll smile at them,
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你要对他们微笑,
09:09
you'll ask if you can help with anything.
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你要问是否需要帮忙。
09:11
[One of] my favorite rules
I've seen recently,
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我最近看到的最喜欢的规则之一,
09:13
some airlines, they mandate
how to treat your dog
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是有些航空公司给员工
指示如何将乘客的狗
09:17
as a customer on a plane.
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当作飞机上的顾客对待。
09:19
And this includes all types of dogs --
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这包括所有类型的狗——
09:21
big, small, barking, anxious.
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大的、小的、吠叫的、焦虑的。
09:23
There are rules the flight
attendants must follow.
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对这些狗,空乘必须遵守一些规则。
09:26
I've seen this stuff,
I've asked workers about it.
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我看过这东西,
我问过员工们。
09:29
I asked about it on Reddit
a couple of weeks ago,
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几周前我在 Reddit 上,
问过这个问题,
09:31
and on Reddit, the front line
comes out in full force,
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在 Reddit 上,一线员工们
踊跃发言,
09:34
so go have a look after this.
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所以大家之后去看看吧。
09:36
The point is,
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关键是,
09:38
somebody took the time
to write down these rules,
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有人花时间
写下了这些规则,
09:40
and mandated the employees follow them.
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并要求员工遵守这些规则。
09:44
We also can follow a set of rules
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我们也可以遵循另一套规则,
09:46
in what I will call
the "Handbook of Humanity."
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我称之为“人性手册”中的规则。
09:50
And I know we can follow these rules.
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而且我知道我们可以遵守这些规则。
09:52
Let me tell you why.
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让我告诉你为什么。
09:53
There's this restaurant called
the Restaurant of Mistaken Orders.
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有一家名为 “下错单” 的餐厅。
09:57
I'm not sure if you've heard of it.
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我不确定你是否听说过。
09:58
It's based in Tokyo, Japan.
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它在日本东京。
10:00
Almost all the employees there
have dementia.
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那里几乎所有的员工都患有痴呆症。
10:03
It's a really interesting idea
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在一个未来几年中,
10:04
in a country where one
in five or so people
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大约五分之一的人
10:06
will be affected by dementia
in the next couple of years.
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2720
将受到老年痴呆症影响的国家,
这是一个非常有趣的想法。
10:09
The restaurant is trying
to raise awareness,
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餐厅正努力提高人们的认知,
10:12
and I might be leading
the witness just a little bit here.
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我在这里可能有点偏颇。
10:14
At the Restaurant of Mistaken Orders,
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在 “下错单” 餐厅,
10:17
40 percent of the orders
are delivered incorrectly.
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40% 的订单会出现上菜错误。
10:20
You get the wrong food.
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给你的食物不是你点的。
10:21
(Laughter)
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(笑声)
10:22
99 percent of people have a really good
experience at this restaurant.
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99% 的人在这家餐厅
有非常好的体验。
10:27
The other one percent
filled out the survey wrong.
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另外 1% 的人填错了调查表。
10:30
You know, the thing is,
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你知道,问题是,
10:31
you might say, "Adriann, obviously,
the Restaurant of Mistaken Orders,
238
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你可能会说:“亚德利安,
很明显,在‘下错单’餐厅,
10:36
people know the rules,
they know what to expect."
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人们知道规则,
他们知道会发生什么。”
10:39
Yeah, that's true. And you know what?
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是的,确实如此。而且你知道吗?
10:41
The rules in the Handbook of Humanity
are also written down,
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3000
《人性手册》中的规则也写下来了
10:44
they're very clear for everyone to follow.
242
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写得很清晰,
让每个人都可以遵守。
10:46
Rule number one --
243
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第一条规则——
10:47
if I have to spell it out for everyone --
and I will, don't worry,
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如果我必须为所有人解释的话——
我会的,别担心,
10:51
I'm not going to leave you hanging --
245
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我不会把你晾在一边——
10:53
Number one:
246
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第一条规则是
10:54
don't be a jerk.
247
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别当混蛋。
10:57
Don't be a jerk when your specialty latte
takes a bit too long to brew,
248
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当你的特调拿铁需要长一点时间
才能泡好时,不要当个混蛋,
11:02
and don't be a jerk
when your flight is delayed
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也不要在航班延误,
而登机口工作人员
11:04
and the gate agent has to tell you,
"Because of the thunderstorm" ...
250
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向你解释 “因为雷暴” 时,
变得混蛋。
11:08
No, gate agents cannot control
the weather, contrary to popular belief.
251
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不,与普遍的看法相反,
登机口工作人员无法控制天气。
11:13
Don't be a jerk, and be a good human.
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不要当混蛋,做个好人。
11:16
The Handbook of Humanity
holds in all of these situations.
253
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《人性手册》适用于所有这些情况。
11:22
There's one more group of people
I want to talk to you [about] today,
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今天,在结束我的演讲之前,
我还想和大家谈谈一群人。
11:26
before I end my time.
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11:27
What is my advice
for the three billion of us
256
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对于我们中从事
一线工作的 30 亿人,
11:30
that do frontline work?
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我的建议是什么呢?
11:31
What can frontline workers themselves do
to make their experience better?
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一线员工自己可以做些什么
来改善他们的工作体验呢?
11:37
I've honestly thought about this
for a very long time.
259
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老实说,这个问题
我考虑了很长时间。
11:40
And I don't think frontline workers
need to do anything.
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而且我认为一线员工
不需要做任何事情。
11:44
All I have to say to the three billion
frontline workers that show up every day,
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我要对每天亲自到场的
30 亿一线员工说,
11:49
in person, and that includes before COVID,
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其中包括在新冠之前、
11:53
during COVID and even today.
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新冠期间甚至今天。
11:56
All I have to say,
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我要说的是,
11:57
and all the CEOs of these companies
should be saying,
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这也是这些公司的
所有首席执行官都应该说的,
12:00
is a massive, massive "thank you."
266
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是一句大大的 “谢谢”。
12:05
(Cheers and applause)
267
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(欢呼和掌声)
12:10
You should not have to ask
for basic human decency,
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你们不应该需要讨求基本的人类体面、
12:15
comfortable working conditions
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舒适的工作条件
12:17
and a living wage.
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和维持生活的工资。
12:20
And you should expect all of us,
as leaders of companies,
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你应该期望的是我们所有人,
作为公司的领导者,
12:24
all of us as customers you interact with,
272
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作为与你互动的客户,
12:28
all of us just as basic humans ...
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我们所有人仅仅是作为人类,
12:30
to do better.
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做得更好。
12:33
And I am so confident we can do better.
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而且我非常有信心
我们可以做得更好。
12:38
Let's do better.
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让我们做得更好。
12:40
Thank you very much.
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非常感谢。
12:41
(Cheers and applause)
278
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(欢呼声和掌声)
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