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 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，你就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.

並不是有人告訴他們，你必須向所有顧客問好，向所有客人問好。

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

一天下午，我去買咖啡，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, and he was engaging with me, and I had so much fun buying a cup of coffee, I actually think I gave 100% tip.

他很友好，也很有趣，和我聊得很投機，我買了一杯咖啡喝得很開心，實際上我覺得我給了 100%的小費。

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.

而在凱撒皇宮，經理們正努力確保我們做的每件事都是正確的。

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。

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。

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。

And forget about the people who lost their job.

那些失業的人就別提了。

Think about the people who kept their jobs.

想想那些保住工作的人。

Because every single decision a company makes is a piece of communication.

因為公司的每一個決策都是一次溝通。

And the company has just communicated to everybody else, this is not a meritocracy.

公司剛剛向其他人傳達了這樣的資訊：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，而在這樣的環境中，我們中的任何一個人又怎麼會站出來承認 "我犯了一個錯誤 "呢？

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

我們不斷被告知，你必須脆弱，領導者是脆弱的。

What does that even mean?

這到底是什麼意思？

It doesn't mean you walk around crying, I'm vulnerable, right?

這並不意味著你要哭著到處走，我很脆弱，對嗎？

No, 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.

不，"脆弱 "的意思是，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 given me a job and I haven't been trained to do it.

你給了我一份工作，而我還沒有接受過這方面的培訓。

I need help.

我需要幫助。

I made a mistake, I screwed something up.

我犯了一個錯誤，我搞砸了一些事情。

I'm scared, I'm worried.

我害怕，我擔心。

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, as we keep it to ourselves.

所有這些事情，在公司內部是沒人會承認的，因為這樣做會讓你成為眾矢之的，以防再有下一輪，因為我們對自己保密。

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

如果沒有人願意承認他們犯了一個錯誤，或者他們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。

It means if there's an entire generation struggling, maybe it's not them.

這意味著，如果有整整一代人在掙扎，也許不是他們。

It's like, you know, the only thing that I, the common factor in all my failed relationships?

這就像，你知道，唯一的事情，我，我所有的失敗的關係的共同因素？

Me.

我

Same thing.

一樣的。

Well, we just can't get the right, you know, the right performance out of our people.

我們就是無法讓我們的員工做出正確的表現。

Maybe it's you, right?

也許是你，對嗎？

It's not a generation.

這不是一代人的事。

It's not them.

不是他們。

They're not difficult or hard to understand.

它們並不難，也不難理解。

They're human beings like the rest of us trying to find their way, trying to work in a place where they feel that someone cares about them as a human being.

他們和我們一樣都是人，都在努力尋找自己的方向，努力在一個讓他們感覺到有人關心他們的地方工作。

By the way, that's what we all want.

順便說一句，這正是我們大家都想要的。

In other words, it's not even generational.

換句話說，這甚至不是一代人的問題。

It's all of us.

是我們所有人。

This is the practice of empathy.

這就是換位思考。

That if we're struggling to communicate to someone, if we're struggling to help someone be at their natural best, I'm tired of people saying to me, how do I get the best out of my people?

如果我們在與他人溝通時遇到困難，如果我們在幫助他人達到自然的最佳狀態時遇到困難，我厭倦了人們對我說："我怎樣才能讓我的人達到最佳狀態？

Really?

真的嗎？

That's what you want?

這就是你想要的？

They're like a towel.

它們就像一條毛巾。

You just wring them.

擰乾就可以了。

How can I get the most out of them?

如何才能最大限度地利用它們？

No.

不

How do I help my people be at their natural best?

我如何幫助我的員工保持最佳狀態？

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

你必須拿起你的數字，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.

同理心是對人的關注，而不僅僅是他們的產出。

We have to start by practicing empathy and relate to what they may be going through.

我們必須從換位思考開始，理解他們可能經歷的一切。

And it will profoundly change the decisions we make.

它將深刻改變我們的決策。

It will profoundly change the way we see the world.

它將深刻改變我們看待世界的方式。

It will profoundly change the way we see the world.

它將深刻改變我們看待世界的方式。