【TED演讲】危机处理专家的人生课
字幕摘录
| 时间 | 英文 | 中文 |
|---|---|---|
| 0:11 | Once upon a time, many, many, many years ago, in a galaxy far, far away, I was a 22-year-old. | 从前,很多,很多,很多年前,在一个遥远的银河系中,我是一个22岁的孩子. |
| 0:22 | I succinctly remember that my life was one big, chaotic mess. | 我简洁地记得我的生活是一片混乱的大乱 |
| 0:26 | I always seemed like I was in the midst of some crisis, but I couldn't understand why. | 我总是觉得自己处于危机之中 但我不明白为什么 |
| 0:31 | By the time I was 22, I was married, had children, had a mortgage I couldn't afford, | 22岁的时候,我结婚了,生了孩子,有我付不起的抵押贷款, |
| 0:38 | a full-time job that I didn't pay enough, and I was balancing two full-time schedules at school | 一份我付不起的全职工作 我在平衡两个全职的学习日程 |
| 0:43 | that I couldn't afford, all in the hopes that one day I'd go to law school and become an attorney. | 我负担不起, 都希望有一天我会上法学院 成为一名律师。 |
| 0:49 | But like any 22-year-old that was struggling to find myself, asking questions to myself like, | 但就像所有22岁的孩子一样, 他们一直在努力寻找我, 问我自己喜欢, |
| 0:56 | self, why can't you get out of your own way? | 自己,你为什么不离开自己的方式? |
| 0:59 | Why do you lack the necessary skills to deal with life's | 为何你缺乏应对生活的必要技能 |
| 1:03 | daily setbacks? | 每天的挫折? |
展开字幕全文（210 条）
| 序号 | 英文 | 中文 |
|---|---|---|
| 1 | Once upon a time, many, many, many years ago, in a galaxy far, far away, I was a 22-year-old. | 从前,很多,很多,很多年前,在一个遥远的银河系中,我是一个22岁的孩子. |
| 2 | I succinctly remember that my life was one big, chaotic mess. | 我简洁地记得我的生活是一片混乱的大乱 |
| 3 | I always seemed like I was in the midst of some crisis, but I couldn't understand why. | 我总是觉得自己处于危机之中 但我不明白为什么 |
| 4 | By the time I was 22, I was married, had children, had a mortgage I couldn't afford, | 22岁的时候,我结婚了,生了孩子,有我付不起的抵押贷款, |
| 5 | a full-time job that I didn't pay enough, and I was balancing two full-time schedules at school | 一份我付不起的全职工作 我在平衡两个全职的学习日程 |
| 6 | that I couldn't afford, all in the hopes that one day I'd go to law school and become an attorney. | 我负担不起, 都希望有一天我会上法学院 成为一名律师。 |
| 7 | But like any 22-year-old that was struggling to find myself, asking questions to myself like, | 但就像所有22岁的孩子一样, 他们一直在努力寻找我, 问我自己喜欢, |
| 8 | self, why can't you get out of your own way? | 自己,你为什么不离开自己的方式? |
| 9 | Why do you lack the necessary skills to deal with life's | 为何你缺乏应对生活的必要技能 |
| 10 | daily setbacks? | 每天的挫折? |
| 11 | Fast forward 30 years later, my daughter is here, she's in law school, | 30年后,我的女儿来了,她上了法学院 |
| 12 | she'll be an attorney soon, so I did that right. | 她很快会成为一名律师 所以我做了正确的事 |
| 13 | I survived, I'm still here, and I became a crisis | 我活下来了,我还在这里,我变成了一个危机 |
| 14 | manager, hoping to impart a little knowledge that can maybe help you in your personal lives | 管理者,希望传授一点知识 可能帮助你的个人生活 |
| 15 | deal with some of the challenges I struggled with. | 面对我所面临挑战 |
| 16 | So as I stated, I'm a personal, professional crisis | 所以,正如我所说的,我是一个个人,专业的危机 |
| 17 | manager. | 经理 |
| 18 | I've been one for over 20 years. | 我当了20多年 |
| 19 | I help organizations deal with unexpected and disruptive | 我帮助组织应付意外和干扰 |
| 20 | events that threaten to harm their organizations. | 可能损害其组织的事件。 |
| 21 | For this, I went to college, grad school, | 为此,我读了大学,研究生 |
| 22 | and even law school, all to hone my trade. | 甚至是法学院 都是为了改善我的生意 |
| 23 | I've been putting out your proverbial fire for over | 我已经用你的谚语点火了 |
| 24 | 20 years. | 20岁 |
| 25 | See, that's me right there. | 看,这就是我 |
| 26 | I've represented professionals of all types and sorts, | 我代表各种类型的专业人士 |
| 27 | from executives to doctors and lawyers and every trade and craft in between. | 从高管到医生和律师 以及所有的行业和工艺 |
| 28 | I've dealt with private and public companies, and I've handled problems both big and small. | 我处理过公私公司,处理过大小问题. |
| 29 | And it dawned on me one day, the only difference between us and professional crisis managers is | 有一天我突然发现 我们和专业危机管理者之间的唯一区别 |
| 30 | a little formal education, some practical business experience, and a lot of fancy jargon. | 一点点的正规教育,一些实用的商业经验, 和很多花哨的词汇。 |
| 31 | Because in the end, we're all crisis managers, whether it's parents to growing children, | 因为归根结底,我们都是危机管理者, 不管孩子是父母, |
| 32 | as employees to difficult demanding bosses, or simply as adults making our way in the world today, | 作为员工 很难要求老板, 或只是作为成年人 在当今世界的方式, |
| 33 | dealing with health or financial issues, or simply trying to pay tomorrow's rent. | 处理健康或财务问题, 或者只是试图支付明天的租金。 |
| 34 | So it | 就这样 |
| 35 | dawned on me, why don't I take these applications and principles that I've developed or I've learned | 我突然发现,我为什么不接受这些应用 和原则,我开发或学习 |
| 36 | and apply them to our everyday personal lives? | 把它们应用到我们日常生活中? |
| 37 | So now that you know what I do, what makes a good | 所以,现在你知道我做什么, 什么是好事 |
| 38 | crisis manager? | 危机管理者? |
| 39 | For starters, a good crisis manager understands that the problem is merely | 首先,一个好的危机管理者明白 问题只是 |
| 40 | a challenge that we haven't solved yet. | 我们还没解决的难题 |
| 41 | And who amongst us doesn't enjoy a good challenge? | 我们当中谁不享受好的挑战? |
| 42 | By simply reframing the problem as a challenge, as simplistic as it sounds, it tricks our brain | 简单地把问题重新描绘成一个挑战, 简单化的听上去, 它欺骗了我们的大脑 |
| 43 | into not focusing on the negative connotations with the word problem, but instead on solution | 而不是把注意力集中在问题一词的负面含义上,而是放在解决办法上 |
| 44 | finding. | 寻找。 |
| 45 | A good crisis manager also understands that the problem isn't the problem. | 一个好的危机管理者也明白问题不是问题所在. |
| 46 | The problem | 问题 |
| 47 | is our reaction to the problem, and we'll discuss that further. | 是我们对此问题的反应,我们将进一步讨论这个问题。 |
| 48 | A good crisis manager also is a good | 一个好的危机管理者也是个好的 |
| 49 | planner. | 计划员 |
| 50 | We plan for every eventuality, however unlikely it may be, because we understand that | 我们计划每一次意外,无论可能性如何,因为我们明白 |
| 51 | failing to plan is planning to fail. | 计划失败就是计划失败 |
| 52 | There's probably a lot of us here who know how hard it | 可能有很多人知道有多难 |
| 53 | is to build and operate a business, or we know someone who has. | 要建立和经营一个企业, 或者我们知道谁有。 |
| 54 | We also know that the overwhelming | 我们还知道,压倒性 |
| 55 | majority of businesses today fail for a myriad of reasons, whether it's under capitalization, | 今天大多数企业都失败了 原因很多 无论是资本不足 |
| 56 | poor management, or just poor timing. | 管理不善,或者时机不成熟。 |
| 57 | But what you may or may not know is that one of the largest | 但无论你是否知道 最大的一个 |
| 58 | reasons that a company fails these days is a failure in planning and strategizing. | 这些天公司失败的原因是 规划和战略上的失败 |
| 59 | Let's look | 我们来看看 |
| 60 | at these numbers. | 在这些数字。 |
| 61 | 50% of businesses today spend no time on planning and strategizing. | 今天,50%的企业没有时间进行规划和制定战略。 |
| 62 | Think about | 考虑一下 |
| 63 | that. | 那个 |
| 64 | The investment a person must make in human resources, financial capital, not to mention their | 一个人必须投资于人力资源、金融资本,更不用说他们 |
| 65 | time and expertise, and yet half of businesses don't even bother planning for the future. | 时间和专长, 但是一半的企业 甚至没有为未来规划。 |
| 66 | Of those that do plan, 85% spend one hour or less on planning and strategizing. | 在有计划的人中,85%花一小时或不到一小时的时间进行规划和制订战略。 |
| 67 | Of the ones that do | 做这种事的人 |
| 68 | plan, 60 to 90% of them never even bother implementing their plans. | 计划,60%到90%的人 甚至从来没有去 执行他们的计划。 |
| 69 | And of those that do, | 而那些这样做的人, |
| 70 | 90% never launch successfully. | 90%从未成功发射. |
| 71 | This is my long way of sort of saying to you that the vast majority | 这是我对你说的绝大多数话 |
| 72 | of companies today fail because they lack planning. | 今天公司失败了,因为他们缺乏规划。 |
| 73 | This is analogous to our personal lives. | 这类似于我们的个人生活。 |
| 74 | How can | 怎么会 |
| 75 | we be healthy individuals, plan for long lives, or plan for that big promotion, or college degree, | 我们是健康的个体,计划 长寿,或计划 大晋升,或大学学位, |
| 76 | or plan to build our own business when we don't plan and strategize for it? | 或计划建立我们自己的企业 当我们不计划 和策略它? |
| 77 | Next, how many times have we overthought our problem, ignored our gut, | 接下来,我们有多少次 过度思考我们的问题, 忽略我们的直觉, |
| 78 | only to reach the wrong decision? | 只是为了做出错误的决定? |
| 79 | A good crisis manager relies on their gut because we value | 一个好的危机管理者依靠他们的直觉,因为我们珍视 |
| 80 | speed over precision in decision making. | 决策速度高于精确度。 |
| 81 | We do this to avoid the dreaded paralysis by analysis. | 我们这样做是为了通过分析避免可怕的瘫痪。 |
| 82 | Now, I don't mean making hasty, poorly thought out decisions. | 现在,我不是说匆匆忙忙忙做决定 |
| 83 | To the contrary, a good crisis | 恰恰相反,一个好的危机 |
| 84 | manager makes quick, well-reasoned decisions while mitigating exposure to their client. | 经理做出迅速、合理的决定,同时减少与客户的接触。 |
| 85 | And we do this because we understand that more is lost through indecision than wrong decision. | 我们这样做是因为我们明白,由于不决而失去的不仅仅是错误的决定。 |
| 86 | How do we know this? | 我们怎么知道? |
| 87 | Well, we know that intuition is hardwired into our brains to protect us. | 我们知道,直觉是 硬连接到我们的大脑来保护我们。 |
| 88 | It helps guide our decision making process. | 它有助于指导我们的决策进程。 |
| 89 | Studies in psychology tell us that intuition | 心理学的研究告诉我们这种直觉 |
| 90 | is an actual, real thing. | 是一个真实的事物。 |
| 91 | Intuition is the process whereby the brain takes use of subconscious | 直觉是大脑利用潜意识的过程 |
| 92 | past memories and combines them with external cues from the environment to help us reach a | 将过去记忆与来自环境的外部提示结合起来,帮助我们达到 |
| 93 | decision before our conscious mind even realizes it. | 在我们清醒的头脑还没有意识到之前作出决定。 |
| 94 | This is to say that intuition is our brain's way | 这就是说直觉是我们大脑的方法 |
| 95 | of taking and identifying information from the outside world, analyzing probabilities and patterns | 分析可能性和模式 |
| 96 | to help us reach decisions before we even realize it. | 帮助我们达成决定 在我们甚至意识到它之前。 |
| 97 | As a crisis manager, I've trained myself | 作为危机管理者,我训练过自己 |
| 98 | through past experience not to ignore my gut. | 从过去的经验中,不要忽视我的直觉。 |
| 99 | And I'm sure many people here have had experiences | 我敢肯定,这里很多人都有经验 |
| 100 | in the past when we ignored our gut and we live to regret it. | 过去,当我们忽略了我们的直觉, 我们活着后悔它。 |
| 101 | Another thing I find useful as a crisis | 另一件事,我发现有用的 作为危机 |
| 102 | manager is reverse engineering. | 管理器是逆向工程。 |
| 103 | The fancy term of art we've coined is preemptive crisis management, | 我们发明的艺术术语 是先发制人的危机管理 |
| 104 | but that's not important. | 但这不重要 |
| 105 | What important is the concept. | 重要的是这个概念。 |
| 106 | When I'm presented with a crisis, | 当我面对危机时 |
| 107 | I reverse engineer a solution, which is to say I look at the worst possible outcome, | 我倒置一个解决方案, 也就是说,我看看最糟糕的结果, |
| 108 | try and avoid that and work backwards towards a solution. | 尽量避免这种情况,然后向后走向解决办法。 |
| 109 | But why? | 为什么? |
| 110 | Simply stated for a couple of | 简而言之,一些 |
| 111 | reasons. | 理由说明。 |
| 112 | One, I'm able to eliminate the imminent threat. | 一,我能够消除迫在眉睫的威胁. |
| 113 | Whatever the big preoccupation, whatever | 不管什么大问题,无论 |
| 114 | the big threat is, I want to nullify if not mitigate it. | 最大的威胁是,我想取消,如果不减轻它。 |
| 115 | By doing that, I can now work | 这样我就可以工作了 |
| 116 | backwards towards a solution knowing that the bigger threat has been neutralized. | 回到一个解决办法,知道更大的威胁已经消除。 |
| 117 | Secondly, | 第二,我们... |
| 118 | it helps reduce anxiety levels. | 它有助于降低焦虑水平。 |
| 119 | I'm sure all of us in our lives at one point have had a | 我敢肯定,我们所有人在生活中 曾经有过一个 |
| 120 | financial scare or a health scare, and you may remember that it was hard to think. | 经济恐慌或健康恐慌 你可能记得这很难思考 |
| 121 | Anxiety is a decrease of IQ. | 焦虑是智商的下降。 |
| 122 | It helps to know that when we've eliminated the worst case scenario, | 它帮助知道,当我们已经消除 最坏的情况, |
| 123 | the anxiety levels go down and our thinking clears up. | 焦虑程度下降,我们的思维得到澄清。 |
| 124 | We're able to make more objective, | 我们能更加客观 |
| 125 | better decision making when the anxiety has been removed. | 当焦虑被消除时,更好的决策。 |
| 126 | A good crisis manager also takes | 一个好的危机管理者也需要 |
| 127 | personal ownership over a crisis and ultimate authority over the consequences of the decision | 个人对危机的所有权和对决定后果的最终权力 |
| 128 | making, good or bad. | 做,好还是坏。 |
| 129 | What does this mean? | 这是什么意思? |
| 130 | Essentially, the worst thing I can do as a crisis | 基本上,最糟糕的事情,我可以做 作为危机 |
| 131 | manager for my client or even in my personal life is not take personal ownership over whatever the | 我客户的经理,甚至我的个人生活, 都不是个人所有权 无论是什么 |
| 132 | problem is. | 问题是... |
| 133 | If I can't be honest with myself, I can't look at a problem from an unbiased, | 如果我不能诚实地对自己说, 我不能从公正的角度看待一个问题, |
| 134 | unprejudiced mindset. | 没有偏见的心态。 |
| 135 | I need to be honest and have objective thinking to be able to resolve my | 我需要诚实和客观的思考 才能解决我的 |
| 136 | client's worries. | 客户的担心。 |
| 137 | Ultimate responsibility simply means that whatever the outcome is, good or bad, | 终极责任只是意味着 无论结果如何好坏 |
| 138 | I have to own it, because that's how I learned to be a better crisis manager in my professional | 我必须拥有它,因为这就是我学会如何成为 更好的危机管理者在我的专业 |
| 139 | life and in my personal life. | 生活和我的个人生活。 |
| 140 | To do this, I teach my clients to learn from past experiences. | 为了做到这一点,我教我的客户学习过去的经验. |
| 141 | No one amongst us is perfect. | 我们当中没有人是完美的。 |
| 142 | We all make mistakes. | 我们都犯了错误。 |
| 143 | And one of my greatest tools as a crisis | 我最大的工具之一 作为危机 |
| 144 | manager is helping my clients learn from their past mistakes. | 经理帮助我的客户 从过去的错误中吸取教训。 |
| 145 | We do this using what's called a | 我们用所谓的 |
| 146 | crisis audit, and I use it in my personal life. | 危机审计,我用在我的个人生活中。 |
| 147 | Simply stated, whatever the challenge or the | 简言之,无论挑战或 |
| 148 | problem or the crisis I've now taken on, once it's resolved, I work backwards and see with my client | 问题或现在的危机 一旦解决了 我倒着找客户 |
| 149 | what worked and what didn't. | 什么有效什么没有。 |
| 150 | Whatever it didn't, we discuss why didn't this work. | 不管它没有,我们讨论 为什么没有这个工作。 |
| 151 | To ignore the | 无视 |
| 152 | obvious is just to repeat the mistake again. | 很明显,只是重复错误。 |
| 153 | Whatever did work, we institute a protocol, | 不管做什么,我们制定协议, |
| 154 | a plan, so that next time if a crisis rears its ugly head, we're ready for it because we've learned | 计划,这样下次如果危机重现其丑陋的脑袋, 我们就可以准备了,因为我们知道 |
| 155 | from our past experiences what works and what doesn't. | 从我们过去的经验看什么是可行的什么是行不通的。 |
| 156 | But as Winston Churchill once said, | 但正如温斯顿·丘吉尔曾经说过的那样, |
| 157 | those who do not learn from history are condemned to repeat it. | 那些不从历史中学习的人,将被判重蹈覆辙。 |
| 158 | Those are words that I, as a crisis | 这些话是我作为危机说的话 |
| 159 | manager in my personal and professional life, live by. | 我个人和职业生活中的经理,住在旁边。 |
| 160 | So let's look at a case study. | 让我们看看一个案例研究。 |
| 161 | In the | 在那个 |
| 162 | 1980s, you might have recalled that there was a rash of deaths in the Midwest due to cyanide laced | 20世纪80年代,你可能记得 中西部有疹子 死亡,因为氰化物 |
| 163 | over-the-counter pain relieving drugs. | 过场疼痛缓解药物。 |
| 164 | Seven people died when they ingested these poisonous | 吃了这些毒药就死了七个人 |
| 165 | pills. | 药丸 |
| 166 | What became of the event became a model for how to handle a crisis. | 事件的后果成为如何处理危机的典范。 |
| 167 | Essentially what happened | 基本上发生了什么 |
| 168 | was the manufacturer obviously took a big hit financially because there was a consumer-wide | 制造厂商显然在经济上大受打击 因为有一个全消费者 |
| 169 | spread panic across the United States. | 在美国各地引起恐慌。 |
| 170 | Instead of ignoring it or passing the buck, they took | 而不是忽略它或通过 公钱,他们拿 |
| 171 | ultimate responsibility and acted immediately as we've discussed. | 最终的责任,并立即行动,我们讨论过。 |
| 172 | What did they do? | 他们做了什么? |
| 173 | First, | 首先,我们... |
| 174 | they pulled all their commercials from the airwaves, radio and television, and replaced | 他们从广播、广播和电视中 调出所有广告 |
| 175 | them with public service announcements. | 他们有公共服务广告。 |
| 176 | They set up a 1-800 number for consumers to call with | 他们为消费者设置了1 -800电话 |
| 177 | whatever concerns or questions they had. | 不管他们有什么顾虑或问题 |
| 178 | They sent out over half a million messages to health care | 他们向医疗保健发送了50多万条信息 |
| 179 | providers letting them know what the danger was. | 供应商让他们知道危险是什么 |
| 180 | In time, they recovered. | 在时间,他们恢复。 |
| 181 | They learned from their | 他们从他们的 |
| 182 | experience by issuing new, safer packaging for their pills. | 给他们的药发放新的安全包装 |
| 183 | The public took notice as did the | 公众注意到 |
| 184 | corporate world. | 企业世界。 |
| 185 | These guys didn't shun away from the responsibility. | 这些人并没有逃避责任。 |
| 186 | And in time, they were rewarded | 他们及时得到奖励 |
| 187 | by gaining their market share back and coming back stronger than ever. | 通过获得他们的市场份额 回来比以往更强大。 |
| 188 | This to me is the best example | 这对我来说是最好的例子 |
| 189 | of how to handle a crisis in our personal lives. | 如何处理我们个人生活中的危机。 |
| 190 | You act immediately, decisively. | 你立即行动,果断。 |
| 191 | You don't pass | 你不通过 |
| 192 | the buck. | 钱 |
| 193 | You don't ignore it. | 你可不能无视它 |
| 194 | You learn from it and you come bigger. | 你从中吸取教训,你就会变大 |
| 195 | You come back bigger and | 你再大一点回来 |
| 196 | stronger as they did. | 像他们那样强壮 |
| 197 | So in conclusion, a crisis is an inevitable part of life whether you're a | 所以,最后,一个危机是不可避免的 生活的一部分,无论你是一个 |
| 198 | parent to growing children, whether you're an employee to a demanding boss, or just an adult | 父母抚养孩子, 无论你是一个员工 一个要求高的老板, 或只是一个成年人 |
| 199 | making their way in the world. | 让他们在世界上前进 |
| 200 | So we plan and prepare for any challenge. | 因此,我们计划并准备迎接任何挑战。 |
| 201 | We no longer refer to | 我们不再提到 |
| 202 | them as problems. | 它们是问题。 |
| 203 | So when and if a crisis does occur, we prevent or we mitigate the damage using | 因此,当和如果危机确实发生,我们预防或减轻损害 |
| 204 | things like our intuition to identify potential warning signs before they occur. | 就像我们的直觉 发现潜在的警示信号 |
| 205 | We reverse | 我们倒转 |
| 206 | engineer a solution and then we repair and recover from the damage. | 设计一个解决方案 然后我们修复和从损坏中恢复过来 |
| 207 | And most importantly, | 而最重要的是, |
| 208 | we learn and we reflect on what happened so in the future we can become better crisis managers | 我们学会了,我们思考 发生了什么事,所以在未来 我们可以成为更好的危机管理者 |
| 209 | for ourselves in our personal life and in our professional life. | 在我们的个人生活 和我们的职业生活。 |
| 210 | Thank you. | 谢谢 |
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