How we can use the hiring process to bring out the best in people | The Way We Work, a TED series

Transcriber: TED Translators Admin Reviewer: Ivana Korom

A traditional job interview

譯者: TED Translators Admin 審譯者: Yi-Ping Cho (Marssi)

傳統的工作面試基本上都是單向、

is basically a one-sided, high pressure interrogation,

高壓式的審問，

almost guaranteed to create

幾乎保證造成

significant psychological strain.

很大的心理壓力。

Ironically, such stressful procedures

諷刺的事，這種讓人壓力很大的過程

can totally obscure a person's true potential

可能會完全埋沒一個人真正的潛力，

causing us to overlook a lot of people

讓我們錯失

很多本來可以成為好員工的人。

who could be great employees.

We need a different way to interview and screen candidates.

我們需要用不同的方式 來面試篩選申請人，

One that will reveal hidden potential and talent.

讓他們能彰顯 不為人知的潛能和才智。

[The Way We Work]

[我們工作的方式]

[Made possible with the support of Dropbox]

[此影片獲得 Dropbox 協助]

Twelve years ago, I founded CY,

12 年前，我創辦了 CY,

an outsource call center

這間公司承攬電話客服，

staffed and managed entirely by underdogs.

員工和管理階層都是不被看好的人。

More than half of our hundreds of employees

上百個員工裡有一半以上

are severely disabled.

都是重度身心障礙者。

Others come from other disadvantaged populations

還有部分員工是弱勢族群，

or just suffer from anxiety,

或單純受焦慮

low self-esteem and lack of confidence.

低自尊、缺乏自信所苦的人。

The problem I needed to solve when we started out was

我們剛開業得要解決的問題

that traditional interviewing and screening,

是傳統的面試和篩選過程，

especially for entry-level positions,

尤其是最基層的職缺，

are totally biased towards people

往往會讓人偏好

who function well under intense stress.

在巨大壓力下還能表現得當的申請人。

Now, if you're screening for Navy SEALS, I totally get it,

如果你是要面試海軍三棲特戰隊員， 我完全可以理解。

but the capacity to function under duress

但是要在威脅之下 還運作良好這種能力

is totally irrelevant if the actual job is stocking shelves

對補貨上架、摺衣服 這樣的工作來說根本不重要，

or folding T-shirts, unless of course it's Black Friday.

除非那天是黑色星期五。

Clara is a classic example.

科萊菈就是經典的例子。

We met in CY's early days

我們很早期就在我的公司認識，

while she was waiting for her job interview.

那時候她在等面試。

Clara was 25 years old, had cerebral palsy

她當時 25 歲，是腦性麻痺患者，

and used a walker.

走路要用助行器。

She seemed quite nervous,

她看起來很緊張，

but she was likable, intelligent and talkative.

但她蠻討人喜歡，也很聰穎健談。

And yet just a short while later,

但才沒多久，

her interviewer told me that she had totally failed,

她的面試官就跟我說她面試慘敗，

that she couldn't string two words together.

因為她話說得零零落落。

The screening philosophy

「檢視員工的最大缺點來挑員工」

of "let's pick our employees by viewing them at their worst,"

這樣的篩選機制

not only overlooks disabled people

不只會錯失是身心障礙者的人選，

but anyone whose shine is diminished under harsh pressure.

還會錯過受重大壓力影響 而失去光采的人選。

We developed the reverse screening process

我們建立一套相反的篩選程序

to find potential.

來找到具有潛力的人才。

And as the name implies,

就像字面上的意思，

we go about things practically the opposite way

基本上我們用

跟傳統相反的方式來做事。

traditional approaches do.

In a nutshell, if you want to assess a candidate's true potential,

簡言之，就是去看申請人真正的潛力，

see how they function at their best, not their worst,

看他們表現最好的時候， 而不是最不好的時候，

which for most of us is when we're calm and relaxed,

對我們大部分的人來說， 就是在平靜放鬆的時候，

not stressed and anxious.

而不是緊張焦慮的時候。

So build screening procedures specifically tailored

所以藉由建立量身訂做的篩選機制

to help candidates feel

幫助申請人儘可能

as emotionally comfortable as possible.

在情感上感到自在。

Three examples how you can achieve that.

有三個方法可以做到這點。

減少焦慮和不安。

Lower anxiety and insecurity.

Start out by losing the whole interrogation vibe.

從捨棄質問氛圍開始。

Rather, interviewers should view themselves as hosts,

面試官要把自己看成待客之主，

be friendly and welcoming.

要友善、好客。

Choose an environment that's conducive

選擇有助於讓申請人

to putting a candidate at ease,

舒適的環境，

like making your interview room look like a living room.

像是把面試的地方 打造得像客廳一樣。

People are most confident discussing things

人比較有自信的時候通常是

about which they are knowledgeable and passionate.

在談到自己了解而且熱愛的事情。

So we ask candidates to fill out a short questionnaire

所以我們會讓申請人 填寫一份簡短的問卷，

about their hobbies,

詢問他們的興趣，

and we start out the interview by discussing those

面試一開始就會討論那些事，

so that candidates could bring forth their verbal skills,

這樣申請人就能展現他們的表達能力，

strengths and personality.

長處和個性。

Assess skills in everyday life situations

透過在日常生活中的情境

with which the candidates are familiar.

申請人熟悉的事物來評估能力。

For instance, sales positions require the ability to use persuasion.

比如說，業務需要說服能力。

So ask the candidate to role play

那就請申請人示範

how they would persuade a neighbor

他們是怎麼說服鄰居

to pay an extra maintenance fee

多花點錢

for the renovations of their lobby.

整修他家大廳。

Looking for tough, full-throttle negotiations?

想找人擺平很難談的談判嗎？

Ask the candidate to describe

請申請人描述

how they would persuade a teenager

他們怎麼說服青少年

to not look at their phone during a family dinner.

不要在全家一起吃晚餐的時候用手機。

Help them move beyond the stuck points

在他們會卡住的地方推他們一把，

to see how they adapt and learn.

看他們怎麼適應和學習。

In the reverse screening process,

在反向篩選機制中，

we offer candidates three lifelines.

我們給申請人三次機會。

We call it "Who Wants to Be an Employee?"

我們稱為「誰想當員工？」

If the candidate asks for a hint,

如果申請人需要提示，

the interviewer will model a few correct arguments

面試官會示範一些正確的論證，

and ask the candidate to role play the scenario

讓申請人在預設情境中角色扮演，

to see how convincingly they absorb and convey those points.

看他們能夠順利 理解和傳達多少這些論點。

Finding people's true potential makes for happier,

找出人真正的潛能

more diverse, and more successful companies and employees.

會讓公司和員工 都更快樂、多元、成功。

Remember Clara? We hired her.

記得科萊菈嗎？我們後來錄取她了。

She gradually improved

她慢慢進步了，

until she hit her targets of calls per hour,

能夠達到自己每小時接聽的電話量目標，

and then she kept on getting better.

而且她還在進步中。

And nowadays Clara gives talks

現在科萊菈會去演講，

about how many years ago no one, including herself,

分享幾年前就連她自己也沒人相信

believed she had any potential at all.

她會有任何潛力。

A job is so much more than a paycheck,

工作不只是一份薪水，

especially for marginalized populations.

尤其對被邊緣化的群體來說 更不僅於此。

By finding and hiring those you might otherwise overlook,

透過找出、雇用可能會被忽略的人，

you will not only benefit your own company,

你不只會嘉惠自己的公司，

you will literally transform people's lives.

還會改變這些人的生命。

The opportunity to win with underdogs is all around you.

藉由弱者獲勝的機會比比皆是，

Make sure to grab it.

好好把握機會！