Why being respectful to your coworkers is good for business | Christine Porath

翻译人员: Annie Zhang 校对人员: Cissy Yun

Who do you want to be?

你想成为谁？

It's a simple question,

这是一个简单的问题，

and whether you know it or not,

不管你知不知道答案，

you're answering it every day through your actions.

你每天都在用你的行动回答它。

This one question will define your professional success

这一个问题会比其他的问题 更好地定义

more than any other,

你事业的成功，

because how you show up and treat people means everything.

因为你的表现和对待他人的方式 代表了一切。

Either you lift people up by respecting them,

不论你是举高他人 通过尊重他们

making them feel valued, appreciated and heard,

使他们感到重视， 欣赏和倾听，

or you hold people down by making them feel small,

还是压制他人 通过使他们感到渺小，

insulted, disregarded or excluded.

侮辱、忽视或排斥。

And who you choose to be means everything.

你选择成为谁代表着一切

I study the effects of incivility on people.

我研究了在人类身上 不文明行为的影响。

What is incivility?

什么是不文明？

It's disrespect or rudeness.

是不尊重或者粗鲁无礼。

It includes a lot of different behaviors,

它包含了许多不同的行为，

from mocking or belittling someone

从嘲笑或者轻蔑某人，

to teasing people in ways that sting

到以刺痛的方式戏弄他人，

to telling offensive jokes

到开冒犯人的玩笑，

to texting in meetings.

到在会议上发短信。

And what's uncivil to one person may be absolutely fine to another.

一个人觉得失礼的行为， 另一个来说是完全可以接受的。

Take texting while someone's speaking to you.

当别人在跟你说话的时候发短信，

Some of us may find it rude,

我们当中的一些人 可能觉得这很无礼

others may think it's absolutely civil.

另一些人可能觉得 这完全可以接受。

So it really depends.

所以这真的得看情况。

It's all in the eyes of the beholder and whether that person felt disrespected.

这完全取决于旁观者的看法 和那个人是否感到不尊重。

We may not mean to make someone feel that way,

我们可能并没有让某人 那么想的打算，

but when we do, it has consequences.

但是当我们做了后， 它有了代价。

Over 22 years ago,

22多年前，

I vividly recall walking into this stuffy hospital room.

我清楚地记得 走进这个古板的医院病房

It was heartbreaking to see my dad, this strong, athletic, energetic guy,

我心碎的看着我爸爸这个坚强， 体格健壮，精力充沛的男人，

lying in the bed with electrodes strapped to his bare chest.

躺在床上 电极绑在他裸露的胸膛上。

What put him there was work-related stress.

使他躺在那里的 是和工作相关的压力。

For over a decade,

十多年来，

he suffered an uncivil boss.

他有一个不文明的老板。

And for me, I thought he was just an outlier at that time.

我曾以为他只是一个特例。

But just a couple years later,

但是仅仅几年后，

I witnessed and experienced a lot of incivility

在我毕业后的第一个工作内

in my first job out of college.

我眼见和亲身遭遇了 许多不文明行为。

I spent a year going to work every day

我花了一年的时间每天去工作

and hearing things from coworkers like,

和听取同事的意见， 就像

"Are you an idiot? That's not how it's done,"

"你是白痴吗？ 这不是这么做的"

and, "If I wanted your opinion, I'd ask."

和 “我如果需要你的意见， 我会问。”

So I did the natural thing.

所以我做了再自然不过的事情。

I quit, and I went back to grad school to study the effects of this.

辞职， 然后回到大学 研究这个对人产生的效应

There, I met Christine Pearson.

在那里， 我认识了 克里斯廷·皮尔森，

And she had a theory that small, uncivil actions

她有一个理论 那些小小的， 不文明的行为，

can lead to much bigger problems

可导致更大的问题，

like aggression and violence.

比如侵略和暴力。

We believed that incivility affected performance and the bottom line.

我们相信不礼貌行为会影响 一个人的表现和结果。

So we launched a study, and what we found was eye-opening.

所以我们开展了一个研究， 所发现的让我们大开眼界

We sent a survey to business school alumni

我们寄了一个调查表给 在不同机构工作的

working in all different organizations.

商学院的学生，

We asked them to write a few sentences

我们要求他们写一小段

about one experience where they were treated rudely,

关于他们被粗鲁对待，

disrespectfully or insensitively,

不被尊重或是被无视的一段经历，

and to answer questions about how they reacted.

然后回答 他们当时是什么反应？

One person told us about a boss that made insulting statements like,

有人告诉我们有一个老板 一直说侮辱性的话：

"That's kindergartner's work,"

“那是幼儿园小孩的工作。”

and another tore up someone's work in front of the entire team.

另一个在全队面前 把某人的工作撕毁。

And what we found is that incivility made people less motivated:

我们发现了那些不文明行为 会消减人们的动力，

66 percent cut back work efforts,

66%的人们工作动力减少，

80 percent lost time worrying about what happened,

80%的人们浪费时间 担心发生的事情，

and 12 percent left their job.

和12%直接辞职。

And after we published these results, two things happened.

当我们公布了这些结果后， 发生了两件事情。

One, we got calls from organizations.

一， 我们接到了企业的电话

Cisco read about these numbers,

思科系统阅读了这些数据，

took just a few of these and estimated, conservatively,

使用了其中的一些， 作了保守的估计，

that incivility was costing them 12 million dollars a year.

发现他们曾因为不文明的行为 一年损失了了1200万美元。

The second thing that happened was, we heard from others in our academic field

第二件发生的事情是，我们 听到了在学术界的人说：

who said, "Well, people are reporting this, but how can you really show it?

“好吧，人们在报道它， 但是你可以真的证明它吗？

Does people's performance really suffer?"

人们的表现真的会变糟吗？“

I was curious about that, too.

我也对它很好奇。

With Amir Erez, I compared those that experienced incivility

和阿米尔·埃雷兹一起， 我对比了 遭遇过不文明行为的人

to those that didn't experience incivility.

和不曾受到不文明行为的人。

And what we found is that those that experience incivility

我们发现那些 受到过不文明行为的

do actually function much worse.

工作真的会做得更差。

"OK," you may say. "This makes sense.

“好吧，” 你可能会说。 “这是讲得通的。

After all, it's natural that their performance suffers."

他们的表现会变糟 是自然的事情。”

But what about if you're not the one who experiences it?

但是如果你不是那个 经历过的人呢？

What if you just see or hear it?

如果你只是看到或者听到呢？

You're a witness.

你是目击者。

We wondered if it affected witnesses, too.

我们想知道目击者 会不会也受到影响。

So we conducted studies

所以我们进行了研究

where five participants would witness an experimenter act rudely

五个参加者见证 实验者粗鲁地对待

to someone who arrived late to the study.

一个晚到实验室的人。

The experimenter said, "What is it with you?

实验者说， “你怎么回事？

You arrive late, you're irresponsible.

你晚到，你不负责任。

Look at you! How do you expect to hold a job in the real world?"

看看你自己！ 你怎么可能 胜任现实世界里的工作？“

And in another study in a small group,

在另一个小组研究中，

we tested the effects of a peer insulting a group member.

我们测试了同僚 侮辱一个队友的影响。

Now, what we found was really interesting,

现在， 我们发现了 非常令人感兴趣的

because witnesses' performance decreased, too --

因为目击者的表现 也降低了--

and not just marginally, quite significantly.

不仅仅是轻微的， 非常显著。

Incivility is a bug.

不文明是个病

It's contagious,

会传染的病，

and we become carriers of it just by being around it.

我们会仅仅因为在附近 而被传染

And this isn't confined to the workplace.

而且不只限于工作的地方。

We can catch this virus anywhere --

随时随地我们都有可能 感染病毒，

at home, online, in schools and in our communities.

在家里， 在网上， 在学校 和在我们的社区。

It affects our emotions, our motivation, our performance

它会影响我们的心情， 动力，表现

and how we treat others.

和怎么对待他人。

It even affects our attention and can take some of our brainpower.

它甚至会影响我们的注意力 和剥夺一些脑力。

And this happens not only if we experience incivility

它的发生不仅仅是 因为我们经历过

or we witness it.

或者目睹过不文明，

It can happen even if we just see or read rude words.

它甚至会因为我们 看过或者读过粗鲁的话而发生。

Let me give you an example of what I mean.

让我给你们打个比喻。

To test this, we gave people combinations of words

为了证明这个， 我们给了别人 一些词的组合

to use to make a sentence.

让他们造句。

But we were very sneaky.

但是我们非常狡猾。

Half the participants got a list with 15 words used to trigger rudeness:

有一半的参与者收到一个 触发粗鲁的十五个词的列表:

impolitely, interrupt, obnoxious, bother.

没礼貌， 打断， 惹人厌，打扰。

Half the participants received a list of words

另一半的参与者收到了 不会触发粗鲁的词的列表。

with none of these rude triggers.

And what we found was really surprising,

我们的发现令人惊讶，

because the people who got the rude words

因为收到粗鲁词的人们

were five times more likely to miss information right in front of them

在电脑屏幕前 漏掉信息的可能性

比其他人多出了五倍。

on the computer screen.

And as we continued this research,

当我们继续这个研究时，

what we found is that those that read the rude words

我们还发现了那些读过 粗鲁词的人们

took longer to make decisions,

需要更长的时间 做决定，

to record their decisions,

记录决定，

and they made significantly more errors.

而且他们明显犯了更多的错误。

This can be a big deal,

这非常重要，

especially when it comes to life-and-death situations.

尤其是在 生和死的局面里。

Steve, a physician, told me about a doctor that he worked with

史蒂夫， 一名从医者， 曾告诉过我关于一名

who was never very respectful,

他曾一起工作过的医生。 他从来不尊重别人，

especially to junior staff and nurses.

尤其是对资历较浅的员工和护士。

But Steve told me about this one particular interaction

但是史蒂夫告诉我 有一次，

where this doctor shouted at a medical team.

那个医生对团队大声训斥。

Right after the interaction,

刚好在那之后，

the team gave the wrong dosage of medication to their patient.

团队开了错的药的剂量 给他们的患者。

Steve said the information was right there on the chart,

史蒂夫说所有信息就在图表上，

but somehow everyone on the team missed it.

但是不知道怎么的 团队里的每个人都错过了它。

He said they lacked the attention or awareness to take it into account.

他说他们缺乏注意力， 也没有考虑全信息的意识。

Simple mistake, right?

不过是个简单的错误， 对吗？

Well, that patient died.

嗯， 那个患者死了。

Researchers in Israel have actually shown

以色列的研究者们发现

that medical teams exposed to rudeness

承受过粗鲁行为的 医疗团队

perform worse not only in all their diagnostics,

不仅仅是在他们 所有的诊断上表现差，

but in all the procedures they did.

而是在所有他们做过的事情上 表现差。

This was mainly because the teams exposed to rudeness

最主要是因为 被粗鲁对待过的团队

didn't share information as readily,

不会乐意共享信息，

and they stopped seeking help from their teammates.

他们还会停止寻求队友帮助。

And I see this not only in medicine but in all industries.

我并不只是在医疗行业上看到 而是在所有的行业里。

So if incivility has such a huge cost,

所以如果不文明 有这么大的代价的话，

why do we still see so much of it?

它为什么还这么常见？

I was curious, so we surveyed people about this, too.

我很好奇， 所以我们也 做了关于这个的问卷调查。

The number one reason is stress.

最重要的原因是压力，

People feel overwhelmed.

人们感到被压垮了。

The other reason that people are not more civil

人们不再文明还因为

is because they're skeptical and even concerned

他们持怀疑态度， 甚至担心

about being civil or appearing nice.

成为文明或者好相处的人。

They believe they'll appear less leader-like.

他们坚信他们会看起来 不像领导者。

They wonder: Do nice guys finish last?

他们自问: 好相处的人们 真会坚持到最后吗？

Or in other words: Do jerks get ahead?

或者说: 混蛋难道不一直会领先吗？

(Laughter)

（笑声）

It's easy to think so,

很容易会这么想，

especially when we see a few prominent examples

尤其是当我们看到 几个少数突出

that dominate the conversation.

主导谈话的例子。

Well, it turns out, in the long run, they don't.

事实证明， 从长远来看， 他们并没有。

There's really rich research on this by Morgan McCall and Michael Lombardo

摩根·麦考尔和迈克尔·隆巴尔多， 当他们在创意领导中心的时候，

when they were at the Center for Creative Leadership.

对此进行了丰富的研究。

They found that the number one reason tied to executive failure

他们发现与执行失败相关的 主要原因是

was an insensitive, abrasive or bullying style.

一种不理智，使人厌烦的 或者欺凌的风格。

There will always be some outliers that succeed despite their incivility.

当然总会有一些例外， 即使他们不文明也成功了。

Sooner or later, though,

早晚有一天，

most uncivil people sabotage their success.

大部分的不文明 会阻扰他们的成就。

For example, with uncivil executives,

比如，不文明的领导，

it comes back to hurt them when they're in a place of weakness

当他们处于弱势 或者需要东西时

or they need something.

就惨了。

People won't have their backs.

因为别人不会支持他们。

But what about nice guys?

那些好人呢？

Does civility pay?

文明有回报吗？

Yes, it does.

当然有。

And being civil doesn't just mean that you're not a jerk.

文明不代表你不是一个混蛋，

Not holding someone down isn't the same as lifting them up.

不轻视别人和鼓舞人们不一样。

Being truly civil means doing the small things,

真正的文明代表 做好小细节，

like smiling and saying hello in the hallway,

就像在过道微笑和打招呼，

listening fully when someone's speaking to you.

当别人跟你讲话时专注地倾听。

Now, you can have strong opinions,

现在，你可以有强烈的意见，

disagree, have conflict or give negative feedback civilly,

不同意他人，与他人起冲突或者 文明地给别人负面的反馈，

with respect.

前提是要尊重别人。

Some people call it "radical candor,"

有些人叫它“彻底的坦率” ，

where you care personally,

就是你关心对方，

but you challenge directly.

同时也可以挑战对方。

So yes, civility pays.

所以， 是的， 文明是有回报的。

In a biotechnology firm, colleagues and I found

在一个生物技术公司， 我和我同事发现

that those that were seen as civil

那些被公认为文明的人

were twice as likely to be viewed as leaders,

被视为领导的可能性有两倍

and they performed significantly better.

而且他们的表现明显较好。

Why does civility pay?

为什么文明有回报？

Because people see you as an important -- and a powerful --

因为别人会看你是一个 重要的和强大的人

unique combination of two key characteristics:

结合两个特征的独一无二的组合：

warm and competent, friendly and smart.

热情和能干， 友好和聪明。

In other words, being civil isn't just about motivating others.

用别的话来说， 文明不只可以激励别人

It's about you.

也是为了自己。

If you're civil, you're more likely to be seen as a leader.

如果你文明， 你更有可能被看成一位领导者。

You'll perform better, and you're seen as warm and competent.

你会表现得更好， 同时看起来更热情和能干。

But there's an even bigger story about how civility pays,

文明的回报不止于此，

and it ties to one of the most important questions around leadership:

它与领导力最重要的问题息息相关：

What do people want most from their leaders?

大家从领导那里最想得到什么？

We took data from over 20,000 employees around the world,

我们取了全世界2万员工的数据，

and we found the answer was simple:

找到的答案很简单：

respect.

尊重、

Being treated with respect was more important

被尊重对待

than recognition and appreciation,

比认识和欣赏，

useful feedback,

比有效的反馈

even opportunities for learning.

甚至比学习的机会更重要。

Those that felt respected were healthier,

那些感到被尊重对待的人更健康，

more focused,

更集中，

more likely to stay with their organization

更有可能留在机构里

and far more engaged.

和更投入。

So where do you start?

所以你该从哪里开始？

How can you lift people up and make people feel respected?

你要怎么让别人振作起来 和让他们感到尊重？

Well, the nice thing is, it doesn't require a huge shift.

值得高兴的是， 它不需要很大的改变。

Small things can make a big difference.

做小小的事情可以有很大的改变。

I found that thanking people,

我发现学会感恩，

sharing credit,

分享功劳，

listening attentively,

专注的聆听，

humbly asking questions,

谦虚的提问，

acknowledging others and smiling

认可他人和微笑

has an impact.

都是有影响的。

Patrick Quinlan, former CEO of Ochsner Health [System],

帕特里克·昆兰，奥斯纳 健康系统的前执行首席官，

told me about the effects of their 10-5 way,

曾告诉过我他们的 “10-5步”的方法，

where if you're within 10 feet of someone,

当你跟某人在十英尺的距离内，

you make eye contact and smile,

你要和他对视微笑，

and if you're within five feet,

当你们在五英尺的距离内

you say hello.

你要说你好。

He explained that civility spread,

他说文明行为扩展了，

patient satisfaction scores rose,

患者的满足指数提升了，

as did patient referrals.

患者的推荐指数也上升了。

Civility and respect can be used to boost an organization's performance.

文明和尊重可以促进 机构的业绩。

When my friend Doug Conant took over as CEO of Campbell's Soup Company in 2001,

当我的朋友道格·康南特在2011 出任坎贝尔公司的首席执行官时，

the company's market share had just dropped in half.

公司的股票刚跌了一半，

Sales were declining,

销售在往下跌，

lots of people had just been laid off.

很多人被解雇了。

A Gallup manager said it was the least engaged organization

一位盖洛普经理表示 在他们的调查历史中，

that they had surveyed.

这是最不受欢迎的组织。

And as Doug drove up to work his first day,

当道格第一天开车去上班时，

he noticed that the headquarters was surrounded by barbwire fence.

他发现总公司被 铁钢丝的围墙包围，

There were guard towers in the parking lot.

停车场里有警卫塔。

He said it looked like a minimum security prison.

他说就像一个 小小的安全监狱。

It felt toxic.

他感觉非常有害。

Within five years, Doug had turned things around.

在五年内，道格 改变了很多东西，

And within nine years, they were setting all-time performance records

在九年内， 他们突破了 空前的业绩记录，

and racking up awards, including best place to work.

并获得奖项， 包括最好的工作场所。

How did he do it?

他是怎么做到的？

On day one, Doug told employees

第一天，道格就跟员工说

that he was going to have high standards for performance,

他会有很高的业绩标准，

but they were going to do it with civility.

但是我们要文明地达到它。

He walked the talk, and he expected his leaders to.

他带头表态， 同时 他也希望他的领导们也能这样。

For Doug, it all came down to being tough-minded on standards

对于Doug来说， 这一切 都是对标准的坚韧

and tenderhearted with people.

和温厚的待人。

For him, he said it was all about these touch points,

对于他来说， 这全是关于这些接触点

or these daily interactions he had with employees,

或者他和员工的这些日常互动，

whether in the hallway, in the cafeteria or in meetings.

不论是在走廊， 在咖啡厅或者在会议室。

And if he handled each touch point well,

如果他处理好每个接触点，

he'd make employees feel valued.

他会使员工感到有价值。

Another way that Doug made employees feel valued

道格还有一个使他员工感到被重视，

and showed them that he was paying attention

让员工知道他有心方法：

is that he handwrote over 30,000 thank-you notes to employees.

他给他的员工们手写了 三万张感谢条。

And this set an example for other leaders.

这给其他领导人树立了榜样。

Leaders have about 400 of these touch points a day.

他们每天大概有 400个这样的接触点，

Most don't take long, less than two minutes each.

大部分都不长，少于两分钟，

The key is to be agile and mindful in each of these moments.

重点是在每个时刻 保持敏捷和专注。

Civility lifts people.

文明能鼓励人们。

We'll get people to give more and function at their best

我们会让热门更好的 发挥他们的作用，

if we're civil.

如果我们用文明的方式。

Incivility chips away at people and their performance.

不文明会一点点消耗人 并影响他们的业绩，

It robs people of their potential,

它剥夺了人们的潜能，

even if they're just working around it.

即便是一旁工作的人也一样。

What I know from my research is that when we have more civil environments,

我从我的研究中了解到的是 当我们有更文明的环境时

we're more productive, creative, helpful, happy and healthy.

我们更有效率，更有创造力， 更愿意帮助别人，更快乐和更健康。

We can do better.

我们可以做的更好。

Each one of us can be more mindful

我们中的每个人可以更小心，

and can take actions to lift others up around us,

也可以采取行动提升 我们身边的每个人，

at work, at home, online,

在工作上， 在家里， 在网上，

in schools

在学校里

and in our communities.

和在我们的社区里。

In every interaction, think:

在每个互动里，想一下

Who do you want to be?

你想成为谁？

Let's put an end to incivility bug

让我们结束不文明,

and start spreading civility.

和开始扩散文明。

After all, it pays.

最后的最后， 它是有回报的

Thank you.

谢谢。

(Applause)

（掌声）