Name: 【TED-Ed】為什麼會溝通不良？到底怎麼避免呢？(How miscommunication happens (and how to avoid it) - Katherine Hampsten)
Uploaded: 2019-02-15T21:01:30.000Z
Duration: 4 min 33 s

情態副詞

Have you ever talked with a friend about a problem only to realize that he just doesn't seem to grasp why the issue is so important to you?

你是否曾向朋友訴說自己遇到的困難，但卻發現對方似乎無法理解為何這件事對你來說如此重要？

Have you ever presented an idea to a group and it's met with utter confusion?

你是否有在團體中提出一個概念，卻換來全場疑惑表情的經驗？

Or maybe you've been in an argument when the other person suddenly accuses you of not listening to what they're saying at all?

或者你曾經歷對方突然指責你沒有在聽他講話而發生的爭吵？

The answer is miscommunication, and in some form or another, we've all experienced it.

答案是：溝通不良，而在各種不同的形式下，我們都會遇到這種狀況。

It can lead to confusion, animosity, misunderstanding, or even crashing a multimillion-dollar probe into the surface of Mars.

溝通不良會導致困惑、仇恨、種種誤會，甚至誤讓數百元美元的探測器在火星表面撞毀。

The fact is, even when face-to-face with another person, in the very same room, and speaking the same language, human communication is incredibly complex.

事實上，即使是在同個房間裡用相同的語言面對面溝通，人們之間的溝通還是複雜得令人不可置信。

But the good news is that a basic understanding of what happens when we communicate can help us prevent miscommunication.

但好消息是，在溝通時，若對狀況有基本了解則可以預防溝通不良。

For decades, researchers have asked, "What happens when we communicate?"

幾十年來，研究員曾提出一個問題：在我們溝通的時候，究竟發生了什麼事？

One interpretation, called the transmission model, views communication as a message that moves directly from one person to another, similar to someone tossing a ball and walking away.

一種解釋為「傳輸模式」，視溝通為一條在人和人間筆直傳送的訊息，就好比一個人將球投擲出去後立刻離開。

But in reality, this simplistic model doesn't account for communication's complexity.

但事實上，這個過於簡單化的形式並不能用來說明溝通的複雜性。

Enter the transactional model, which acknowledges the many added challenges of communicating.

另一種解釋為「交流模式」，這項模式認定了許多溝通上的挑戰。

With this model, it's more accurate to think of communication between people as a game of catch.

這項模式將人與人之間的溝通想像成投接球遊戲，這種比喻也會更為精確。

As we communicate our message, we receive feedback from the other party.

當我們在溝通時，我們從對方身上獲得回應。

Through the transaction, we create meaning together.

透過交流，雙方得以建立對話的意義。

But from this exchange, further complications arise.

但這樣的交流也產生了更多的複雜性。

It's not like the Star Trek universe, where some characters can Vulcan mind meld, fully sharing thoughts and feelings.

我們不像星艦奇航記中的角色可以透過心電感應，跟對方完全共享我們的想法和感覺。

As humans, we can't help but send and receive messages through our own subjective lenses.

身為人類，我們難免都會透過我們的主觀意識傳送和接收訊息。

When communicating, one person expresses her interpretation of a message, and the person she's communicating with hears his own interpretation of that message.

在溝通時，一個人將他所理解的傳達出來，而和他溝通的人則會以自己的理解方式來解釋這項訊息。

Our perceptual filters continually shift meanings and interpretations.

我們的感知濾波器會持續改變訊息的意思和解釋。

As each person touches it, they shape it to fit their own unique perceptions based on any number of variables, like knowledge or past experience, age, race, gender, ethnicity, religion, or family background.

觸摸到黏土時，每個人都會將它形塑成自己感知的形狀，這會受到許多因素的影響，像是知識、過去的經驗、年齡、種族、性別、種族地位、宗教信仰、或家庭背景。

Simultaneously, every person interprets the message they receive based on their relationship with the other person and their unique understanding of the semantics and connotations of the exact words being used.

同時，人們也會依據自己與對方的關係以及自己對語意的理解方式來詮釋接收到的訊息。

They could also be distracted by other stimuli, such as traffic or a growling stomach.

我們也有可能被其他刺激所影響，例如塞車或是咕嚕咕嚕叫的胃。

Even emotion might cloud their understanding.

甚至是情緒也有可能混淆理解。

And by adding more people into a conversation, each with their own subjectivities, the complexity of communication grows exponentially.

而對話人數一旦增加，加上每個人都有自己的見解，這時溝通的複雜程度就會飆升。

So, as the lump of clay goes back and forth from one person to another, reworked, reshaped, and always changing, it's no wonder our messages sometimes turn into a mush of miscommunication.

這些想法就像黏土在人與人之間來來回回傳遞，被修改、重塑並不斷的改變，這也難怪我們的訊息常常變得一團糟。

But, luckily, there are some simple practices that can help us all navigate our daily interactions for better communication.

幸運的是，有一些簡單的方式可以讓我們掌控日常互動，達到更良好的溝通。

One: Recognize that passive hearing and active listening are not the same.

第一：了解被動聆聽和主動聆聽是不一樣的事。

Engage actively with the verbal and nonverbal feedback of others, and adjust your message to facilitate greater understanding.

主動以口頭和非口頭式的方式回應對方，適時調整自己的詞語以讓人更好理解。

Two: Listen with your eyes and ears, as well as with your gut.

第二：用你的眼睛、耳朵和感覺去聆聽。

Remember that communication is more than just words.

要記住，溝通不僅止於表面上的文字。

Three: Take time to understand as you try to be understood.

第三：耐心花時間去理解，就像你想被理解一樣。

In the rush to express ourselves, it's easy to forget that communication is a two-way street.

別匆忙地想表達自己，別忘了溝通是一條雙向道。

Be open to what the other person might say.

以開放的心胸去傾聽別人想訴說的話。

And finally, four: Be aware of your personal perceptual filters.

最後，第四：要意識到自己的感知濾波器。

Elements of your experience, including your culture, community, and family, influence how you see the world.

你的個人經驗像是文化、社區和家庭，都會影響著你感知這個世界的方式。

Say, "This is how I see the problem, but how do you see it?"

試著說：「對於這件事，我的見解是這樣，那麼你呢？」

Don't assume that your perception is the objective truth.

不要認為你的觀點是客觀的事實。

That'll help you work toward sharing a dialogue with others to reach a common understanding together.

這會幫助你學會和人們一起交換意見並達成共識。

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【TED-Ed】為什麼會溝通不良？到底怎麼避免呢？(How miscommunication happens (and how to avoid it) - Katherine Hampsten)

assume

perception

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recognize