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譯者: Regina Chu
審譯者: William Choi
00:12
I have spent the last years
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我花了過去幾年時間
00:14
trying to resolve two enigmas:
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試著解決兩個謎題:
00:17
Why is productivity so disappointing
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為什麼所有跟我合作過的公司
00:21
in all the companies where I work?
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其生產力總是這麼令人失望?
00:23
I have worked with more than 500 companies.
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我與超過 500 家公司合作過,
00:27
Despite all the technological advances --
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不管那些先進科技—
00:29
computers, I.T., communications, telecommunications,
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電腦、資訊科技、傳播、電信
00:33
the Internet.
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及網路;
00:35
Enigma number two:
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謎題二:
00:36
Why is there so little engagement at work?
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為什麼員工沒有完全投入工作?
00:39
Why do people feel so miserable,
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為什麼大家覺得這麼痛苦,
00:41
even actively disengaged?
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甚至要積極地擺脫現狀?
00:45
Disengaging their colleagues.
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不願投入與同事合作,
00:47
Acting against the interest of their company.
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做出損害公司利益的事,
00:51
Despite all the affiliation events,
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儘管有那些員工聯誼活動,
00:55
the celebration, the people initiatives,
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慶祝活動、員工倡議、
00:59
the leadership development programs to train
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領導力發展課程
01:02
managers on how to better motivate their teams.
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來訓練經理人如何更有效
激發團隊士氣。
01:06
At the beginning, I thought there was
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一開始,我以為那是
01:08
a chicken and egg issue:
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先有雞還是先有蛋的問題:
01:10
Because people are less engaged,
they are less productive.
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因為大家不投入,所以生產力也較差,
01:13
Or vice versa, because they are less productive,
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或反之,因為生產力較差,
01:15
we put more pressure and they are less engaged.
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就算我們施加更多壓力
他們也不願投入。
01:17
But as we were doing our analysis
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但當我們進行分析時,
01:19
we realized that there was a common root cause
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就瞭解到有一個共同根源
01:21
to these two issues
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造成這兩個問題,
01:22
that relates, in fact, to the basic
pillars of management.
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而事實上與基本的管理支柱有關。
01:27
The way we organize is based on two pillars.
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我們組織的方式基於二個支柱,
01:30
The hard -- structure, processes, systems.
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硬性 — 結構、流程、系統,
01:33
The soft --
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軟性 —
01:34
feelings, sentiments, interpersonal
relationships, traits, personality.
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感覺、情緒、人際關係、特質、個性,
01:39
And whenever a company
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無論何時一間公司
01:41
reorganizes, restructures, reengineers,
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改組、重組、重新設計,
01:45
goes through a cultural transformation program,
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經歷文化轉型計畫,
01:47
it chooses these two pillars.
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都要選擇這兩種支柱。
01:49
Now, we try to refine them,
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現在,我們試著改進它們,
01:51
we try to combine them.
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嘗試著結合它們,
01:53
The real issue is --
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真正的問題是 —
01:55
and this is the answer to the two enigmas --
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這也是兩個謎題的解答 —
01:57
these pillars are obsolete.
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這些支柱已經過時,
02:00
Everything you read in business books is based
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你在企業書上讀到的一切都是
02:02
either on one or the other
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建立在其中一個基礎上
02:04
or their combination.
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或兩者的組合體,
02:05
They are obsolete.
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它們已經過時了。
02:07
How do they work
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當你在企業的新複雜度前,
02:09
when you try to use these approaches
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試著使用這些方法,
02:11
in front of the new complexity of business?
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怎麼可能還有用啊?
02:13
The hard approach, basically
is that you start from strategy,
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強硬的方式基本上就是從策略、
02:16
requirements, structures, processes,
systems, KPIs, scorecards,
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條件、結構、流程
系統、關鍵績效指標、記分卡、
02:20
committees, headquarters, hubs, clusters,
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委員會、總部、中心、群組開始,
02:23
you name it.
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各式各樣你說得出的,
02:24
I forgot all the metrics, incentives, committees,
middle offices and interfaces.
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我還忘了提那些度規、激勵措施、
委員會、中間部門及介面,
02:29
What happens basically on the left,
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基本上在左邊的那些
02:31
you have more complexity, the
new complexity of business.
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複雜性更大,是企業的新複雜度,
02:35
We need quality, cost, reliability, speed.
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我們需要品質、成本、信度、速度,
02:39
And every time there is a new requirement,
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而每次有新的條件,
02:41
we use the same approach.
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我們就用同樣的措施,
02:43
We create dedicated structure processed systems,
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我們設立專門的結構流程系統,
02:46
basically to deal with the
new complexity of business.
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在根本上處理企業的新複雜度,
02:49
The hard approach creates just complicatedness
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強硬的方案只會產生
02:53
in the organization.
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組織的複雜度。
02:55
Let's take an example.
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讓我們舉個例,
02:56
An automotive company, the engineering division
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一家汽車製造公司的工程部門
02:59
is a five-dimensional matrix.
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使用一個五維矩陣,
03:01
If you open any cell of the matrix,
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如果你看看矩陣內任何一個小組,
03:03
you find another 20-dimensional matrix.
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就會發現另一個二十維的矩陣,
03:06
You have Mr. Noise, Mr. Petrol Consumption,
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噪音先生、油耗先生、
03:09
Mr. Anti-Collision Properties.
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防撞性能先生,
03:11
For any new requirement,
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如出現任何新的條件,
03:13
you have a dedicated function
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就有專門的功能小組
03:15
in charge of aligning engineers against
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負責指揮工程師
03:17
the new requirement.
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應付這項新條件。
03:19
What happens when the new
requirement emerges?
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當新的條件出現時會怎麼樣?
03:21
Some years ago, a new requirement
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幾年前,一項新條件
03:24
appeared on the marketplace:
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在市場出現,
03:25
the length of the warranty period.
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就是保固期限。
03:28
So therefore the new requirement is repairability,
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那麼這項新的條件就是可維修性,
03:31
making cars easy to repair.
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讓維修汽車變得容易,
03:32
Otherwise when you bring the car
to the garage to fix the light,
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不然當你要修燈把車送到修車廠,
03:36
if you have to remove the engine
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如果你必須拆掉引擎
03:38
to access the lights,
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才能碰到燈,
03:40
the car will have to stay one week in the garage
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車輛必須留在修車廠一星期,
03:42
instead of two hours, and the
warranty budget will explode.
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而不是兩小時,那麼保固預算會爆掉,
03:45
So, what was the solution using the hard approach?
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使用強硬方式的解決方案是什麼?
03:48
If repairability is the new requirement,
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如果可維修性是新的條件,
03:51
the solution is to create a new function,
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解決方案即是建立一個新的函數
03:53
Mr. Repairability.
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可維修性先生,
03:55
And Mr. Repairability creates
the repairability process.
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而可維修性先生建立
可維修性的流程,
03:59
With a repairability scorecard,
with a repairability metric
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設計可維修性記分卡,可維修性度規,
04:03
and eventually repairability incentive.
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最終則是可維修性激勵方案,
04:06
That came on top of 25 other KPIs.
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這可在其他二十五項關鍵績效指標上,
04:10
What percentage of these people is variable compensation?
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這些人領取變動薪酬佔百分之幾?
04:13
Twenty percent at most, divided by 26 KPIs,
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最多百分之二十,
除以二十六項關鍵績效指標,
04:17
repairability makes a difference of 0.8 percent.
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可維修性可多拿 0.8%。
04:21
What difference did it make in their actions,
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他們會做些什麼行動
04:23
their choices to simplify? Zero.
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去選擇簡化流程?沒有。
04:26
But what occurs for zero impact?
Mr. Repairability, process,
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到底零影響會帶來什麼事?
可維修性先生、流程、
04:29
scorecard, evaluation, coordination
with the 25 other coordinators
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記分卡、評估
與其餘二十五個協調者協調
04:34
to have zero impact.
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帶來零影響。
04:36
Now, in front of the new complexity of business,
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現在,在企業的新複雜度前,
04:38
the only solution is not drawing boxes
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唯一的解決方案不是畫框框,
04:41
with reporting lines.
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並連上從屬關係線,
04:44
It is basically the interplay.
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它基本上是交互作用,
04:47
How the parts work together.
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不同的部門如何一起合作、
04:49
The connections, the interactions, the synapses.
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各式各樣的連接、交互作用、突觸,
04:54
It is not the skeleton of boxes,
it is the nervous system
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這不是程序框框,該是具適應性
04:59
of adaptiveness and intelligence.
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及智能的神經系統,
05:02
You know, you could call it cooperation, basically.
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你知道,基本上你可以稱之為合作。
05:05
Whenever people cooperate,
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無論何時只要大家合作,
05:07
they use less resources. In everything.
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就可減少使用資源,
所有事都一樣。
05:11
You know, the repairability issue
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你知道,可維修性問題
05:14
is a cooperation problem.
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是一個關於合作的問題。
05:16
When you design cars, please take into account
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當你設計不同的汽車時,請考慮到
05:20
the needs of those who will repair the cars
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那些提供售後服務的修車人
05:22
in the after sales garages.
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在修車場裡的需要,
05:25
When we don't cooperate we need more time,
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當我們不合作時就需要更多時間、
05:28
more equipment, more systems, more teams.
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更多器材、更多系統、更多團隊,
05:32
We need -- When procurement, supply
chain, manufacturing don't cooperate
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我們需要 — 當採購、
供應鏈、製造商不合作時,
05:37
we need more stock, more inventories,
more working capital.
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我們就需要進更多貨、
更多存貨及更多營運資金,
05:40
Who will pay for that?
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誰要為這些買單?
05:42
Shareholders? Customers?
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股東?顧客?
05:44
No, they will refuse.
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不,他們會拒絕的。
05:45
So who is left?
The employees,
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那麼誰留下來?由於缺乏合作,
05:48
who have to compensate through their super
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各個員工必須付出超級努力
05:50
individual efforts for the lack of cooperation.
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去補償損失,
05:54
Stress, burnout, they are
overwhelmed, accidents.
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壓力、燃燒殆盡、壓倒、意外,
05:57
No wonder they disengage.
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難怪他們不投入。
06:00
How do the hard and the soft
try to foster cooperation?
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各式軟硬的方法如何嘗試促進合作?
06:04
The hard: In banks, when there is a problem
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硬性:在銀行,當問題發生在
06:09
between the back office and the front office,
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前綫部門與後勤辦公室,
06:12
they don't cooperate. What is the solution?
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他們就是不合作。有什麼解決方法?
06:14
They create a middle office.
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他們設立一個中間部門,
06:17
What happens one year later?
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一年後結果如何?
06:19
Instead of one problem
between the back and the front,
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本來只有一個問題存在
前綫部門與後勤辦公室之間,
06:21
now I have two problems.
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現在我有兩個問題
06:22
Between the back and the middle
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存在於後勤辦公室與中間部門之間
06:23
and between the middle and the front.
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及中間部門與前線部門之間,
06:26
Plus I have to pay for the middle office.
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此外我還要支付中間部門的開銷。
06:28
The hard approach is unable to foster cooperation.
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強硬的方式不能促進合作,
06:31
It can only add new boxes,
new bones in the skeleton.
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它只能加上新的程序、
新的聯繫在框框上。
06:36
The soft approach:
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軟性措施:
06:37
To make people cooperate, we need
to make them like each other.
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我們需讓他們彼此喜愛對方
才能使大家合作,
06:41
Improve interpersonal feelings,
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增進人與人之間的感情,
06:43
the more people like each other,
the more they will cooperate.
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彼此愈喜愛對方,合作就愈多。
06:46
It is totally wrong.
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這是大錯特錯的。
06:48
It is even counterproductive.
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這甚至會產生不良後果。
06:50
Look, at home I have two TVs. Why?
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看,我家有兩部電視。為什麼?
06:53
Precisely not to have to cooperate with my wife.
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就是因為不用跟我老婆合作,
06:55
(Laughter)
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(笑聲)
06:57
Not to have to impose tradeoffs to my wife.
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不用跟我老婆談交換條件,
07:00
And why I try not to impose tradeoffs to my wife
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我不跟老婆談交換條件的原因
07:04
is precisely because I love my wife.
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正是因為我愛老婆,
07:07
If I didn't love my wife, one TV would be enough:
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如果我不愛老婆,一架電視就夠了:
07:10
You will watch my favorite football game,
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你要跟著看我喜愛的足球賽,
07:12
if you are not happy, how is the book or the door?
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如果你不高興,
就去看書或說掰掰吧?
07:15
(Laughter)
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(笑聲)
07:16
The more we like each other,
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我們愈是彼此相愛
07:18
the more we avoid the real cooperation
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就愈要避免真正的合作,
07:21
that would strain our relationships
by imposing tough tradeoffs.
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因為勉為其難的讓步
使我們的關係變得緊張,
07:25
And we go for a second TV or we escalate
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於是我們買第二部電視
07:28
the decision above for arbitration.
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或者就結論得進行仲裁程序,
07:31
Definitely, these approaches are obsolete.
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這些方法無疑早已過時。
07:35
To deal with complexity, to enhance the nervous system,
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因應複雜度,要增強神經系統,
07:39
we have created what we call
the smart simplicity approach
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建立於一些簡單規則,
我們創立了一項名為
07:42
based on simple rules.
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簡單智慧型的措施。
07:44
Simple rule number one:
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簡單規則一:
07:46
Understand what others do.
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瞭解別人做什麼,
07:49
What is their real work?
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他們真正的工作是什麼?
07:51
We need to go beyond the boxes,
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我們需要超越程序框框、
07:55
the job descriptions, beyond the surface
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職務說明書、容器的表面,
07:59
of the container, to understand the real content.
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瞭解真正的內容。
08:02
Me, designer, if I put a wire here,
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我作為設計師,
如果把一條電線放在這裡,
08:05
I know that it will mean that we will have to
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我知道那意味著
08:07
remove the engine to access the lights.
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必須拆掉引擎才能碰到燈。
08:10
Second, you need to reenforce integrators.
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第二,你需要增援整合者,
08:12
Integrators are not middle
offices, they are managers,
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整合者不是中間部門,
他們都是經理人,
08:16
existing managers that you reinforce
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現存的經理人,而你的增援,
08:18
so that they have power and interest
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使他們擁有權力及利益動機
08:21
to make others cooperate.
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促使其他人合作。
08:23
How can you reinforce your
managers as integrators?
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你要如何增援經理人
使他們成為整合者?
08:26
By removing layers.
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要移去各式各樣的階層,
08:28
When there are too many layers
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當一間公司有太多層級,
08:29
people are too far from the action,
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大家距離真正的行動階層太遠,
08:31
therefore they need KPIs, metrics,
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於是他們需要關鍵績效指標、度規,
08:33
they need poor proxies for reality.
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需要為現實尋找較差的替代物,
08:37
They don't understand reality
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他們不瞭解實情,
08:39
and they add the complicatedness of metrics, KPIs.
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他們增加了度規、
績效指標的複雜度,
08:42
By removing rules -- the bigger we are,
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把規則挪去 — 我們規模愈大,
08:44
the more we need integrators,
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需要的整合者人數就愈多,
08:46
therefore the less rules we must have,
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因此我們必須減少規則,
08:48
to give discretionary power to managers.
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授予經理裁量權,
08:52
And we do the opposite --
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而我們所行正好相反 —
08:53
the bigger we are, the more rules we create.
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我們規模愈大,就創造更多規則,
08:56
And we end up with the Encyclopedia
Britannica of rules.
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最後得到像大英百科全書的規則,
08:59
You need to increase the quanitity of power
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你需要增加權力額度
09:01
so that you can empower everybody
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才能授權每個員工,
09:03
to use their judgment, their intelligence.
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要他們運用判斷及智慧,
09:06
You must give more cards to people
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你必須給大家發出更多的牌,
09:08
so that they have the critical mass of cards
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使他們有關鍵多數的牌
09:11
to take the risk to cooperate,
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以承擔合作的風險,
09:13
to move out of insulation.
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搬離孤獨的生活。
09:15
Otherwise, they will withdraw. They will disengage.
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不然,他們就會退縮,就不會投入,
09:17
These rules, they come from game theory
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這些規則,是從賽局理論
09:19
and organizational sociology.
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及組織社會學得來。
09:22
You can increase the shadow of the future.
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你可以對未來陰影 (shadow of the future)
的增強感到憂慮,
09:25
Create feedback loops that expose people
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創造回饋環路 (feedback loop),
09:27
to the consequences of their actions.
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向大家揭露行動的後果真相,
09:30
This is what the automotive company did
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這就是汽車製造公司所做的,
09:32
when they saw that Mr. Repairability had no impact.
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當他們看到可維修性先生
沒有產生任何影響,
09:35
They said to the design engineers:
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他們對設計工程師說:
09:36
Now, in three years, when the new
car is launched on the market,
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那三年內,當新車推出市場時,
09:41
you will move to the after sales
network, and become in charge
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你會被調到售後服務的網絡內
09:44
of the warranty budget,
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負責保固的預算,
09:46
and if the warranty budget explodes,
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如果保固預算爆了,
09:50
it will explode in your face. (Laughter)
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它會讓你死得很難看!(笑聲)
09:52
Much more powerful than 0.8
percent variable compensation.
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這一定比 0.8% 的
變動薪酬更有力。
09:58
You need also to increase reciprocity,
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你也需要增強相互關係,
10:02
by removing the buffers that make us self-sufficient.
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挪去讓自我感到滿足的緩衝保護,
10:06
When you remove these buffers,
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當你挪走這些緩衝保護,
10:08
you hold me by the nose, I hold you by the ear.
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大家的關係唇齒相依,
10:11
We will cooperate.
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我們就會一起合作,
10:13
Remove the second TV.
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拿走第二部電視。
10:14
There are many second TVs at work
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工作職場上存在很多第二部電視,
10:16
that don't create value,
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它們不會創造價值,
10:18
they just provide dysfunctional self-sufficiency.
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只會提供不正常的自我滿足,
10:22
You need to reward those who cooperate
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你需要獎勵會合作的員工,
10:25
and blame those who don't cooperate.
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責備不合作的。
10:27
The CEO of The Lego Group,
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樂高集團執行長
10:30
Jorgen Vig Knudstorp, has a great way to use it.
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納斯托普採取主動使用它,
10:32
He says, blame is not for failure,
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他說失敗者不應該受到責備,
10:35
it is for failing to help or ask for help.
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要責備那些未曾幫助他人或求助者,
10:40
It changes everything.
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這樣可以改變一切。
10:42
Suddenly it becomes in my
interest to be transparent
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突然間坦率地表達出
真正的弱點、實際預測
10:45
on my real weaknesses, my real forecast,
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變為對自己有利,
10:47
because I know I will not be blamed if I fail,
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因為我知道即使失敗也不會受到責備,
10:49
but if I fail to help or ask for help.
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除非沒有幫助他人或向其他人求助。
10:53
When you do this, it has a lot of implications
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當你這麼做,
10:56
on organizational design.
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在整個企業的組織設計上
就有很多涵義。
10:59
You stop drawing boxes, dotted lines, full lines;
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你停止畫框框、虛線、實線,
11:01
you look at their interplay.
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你著重在他們之間的交互作用,
11:02
It has a lot of implications on financial policies
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在我們所運用的財務政策上
11:05
that we use.
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也有很多涵義,
11:07
On human resource management practices.
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在人力資源管理上也如是。
11:09
When you do that, you can manage complexity,
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當你那樣做,你就能控制複雜度,
11:12
the new complexity of business,
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企業的新複雜度,
11:13
without getting complicated.
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卻不至搞得很繁複。
11:16
You create more value with lower cost.
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你花較少的成本創造更多價值,
11:20
You simultaneously improve
performance and satisfaction at work
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同時改善了工作績效及滿意度,
11:24
because you have removed the common root cause
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因為你已經挪去了
11:27
that hinders both.
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阻礙工作績效和
降低滿意度的共通根源。
11:29
Complicatedness: This is your
battle, business leaders.
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複雜度:這是你的戰鬥,企業領導人。
11:34
The real battle is not against competitors.
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真正的戰鬥不是面對競爭者。
11:36
This is rubbish, very abstract.
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這是廢話,兼非常抽象的。
11:39
When do we meet competitors to fight them?
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我們什麼時候會與競爭者面對面戰鬥?
11:41
The real battle is against ourselves,
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真正的戰鬥是跟自己作戰,
11:44
against our bureaucracy, our complicatedness.
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跟我們的官僚體系、
我們的複雜度作戰。
11:48
Only you can fight, can do it.
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只有你能打這場仗,
就可以完成這件事。
11:51
Thank you.
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謝謝。
11:53
(Applause)
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(掌聲)
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