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科学与艺术,恰如人生中的红颜知己。 本博内容保留所有权利.

 
 
 

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翻译:无礼的代价(两篇)  

2011-01-30 02:49:37|  分类: 读点英文 |  标签: |举报 |字号 订阅

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The Price of Rudeness

无礼的代价
原文:http://www.wvexecutive.com/featured/price-rudeness

West virginia Executive  Vol3 05
by Pamela Harvit M.S.

西弗吉尼亚执行者 杂志 2005.3

作者:帕梅拉·哈维特 理学硕士

What is rudeness costing your business? Plenty! A survey done several years ago by Eticon, Inc. revealed that 80 percent of 1,281 respondents believed that rudeness was increasing in the work place. When asked how they dealt with rudeness, more than 58 percent said they take their business elsewhere, regardless of cost or inconvenience. USA Today found similar results in a comparable analysis.

无礼给生意造成了什么损失?很大!根据几年前有艾迪肯顾问公司做的一项调查,在1281位调查对象中80%人相信工作场所的无礼行为正在增加。当问到如何对应这些无礼行为时,超过58%的调查对象说他们会不计成本不怕麻烦地把生意转移到别处。《今日美国》杂志在另一个类似分析中也得到了相同的结论。

In yet another study, one of the largest of its kind, more than 20,000 participants were asked why they did not repeat business with a service or company. The results were startling; a whopping 68 percent did not repeat business due to rudeness. This figure can drastically affect the bottom line of any business. Of the remaining 32 percent, one percent died, three percent moved from the area where the business was located, five percent moved their business to friends, nine percent went to the competition, and 14 percent were dissatisfied with the product.

而同类研究中最大的一个项目,调查对象超过两万个,问题是为什么他们没有同某服务组织或公司重复发生生意往来。结果令人吃惊,多达68%的调查对象因为对方的无礼行为而不会成为回头客。这数字会对任何生意的结果产生彻底的影响。而在剩下的32%中,1%的人死了,3%的人从该企业所在地搬走了,5%的人把生意转到自己朋友那里,9%的人把生意转到竞争对手那里,剩下的14%是对产品不满意的顾客。


External Customers

外部顾客

According to several studies, customers find the following behaviors the most rude or annoying when dealing with businesses: telephone rudeness and poor telephone skills, lack of respect for others’ time, poor listening skills, non-professional or poor dress, an abrupt tone or rude language, personal conversations in business situations, lack of preparation and interrupting or cutting off conversation during discussions.

根据调查研究的结果,顾客认为做生意时的以下行为时最无礼、最讨厌的:电话中的无礼和糟糕的电话技巧,缺乏对别人时间的尊重,糟糕的倾听技巧,不专业或糟糕的着装,生硬的口气和无礼的语言,在商业环境中进行私人谈话,缺乏准备和打断他人谈话或在讨论过程中中断谈话。

The most abhorrent telephone behaviors included:

最令人厌恶的电话行为包括:

        • An "I don't care" attitude
        • “不关我事”的口气
        • Ignoring customers or clients in order to hold a personal conversation
        • 因私人谈话而忽视、冷落顾客
        • Voicemail abuse
        • 滥用语音信箱
        • Unreturned phone calls
          电话没有被回拨
        • Long holds (and loud offensive music on hold)
          长时间等待(和等待过程中大声而讨厌的音乐)

Other common complaints include:

其他一般的投诉包括:

      • "They didn't listen to my question or request"
      • “他们不听我的问题或请求。”
      • "I was transferred to the wrong department"
      • “我被转接到错误的部门。”
      • "I was placed on terminal hold"
      • “我被置于终端等待状态”
      • Excessive automation (For example, "If you would like to speak to so and so press 1, press 2 for this, press 3 for that, and so on)
      • 过度自动化(例如,如果你要跟谁讲话请按1,按2是什么什么,按3是什么什么, 如此一再重复)

Internal Customers

内部顾客

In addition, rudeness between coworkers can wreak havoc on productivity. It has been estimated that close to 30 percent of management’s time can be spent on damage control between employees and/or customers, repeating instructions and in conflict resolution. This 30 percent loss in productivity can be catastrophic.

另外,合作者之间的无礼行为也会对生产能力造成严重的破坏。根据估计,接近30%的管理时间被浪费在雇员和/或客户之间的损失控制、对说明的重复和对解决方案中的矛盾进行解释上。而这30%的损失可能导致灾难后果。

Poor etiquette skills can hurt an employee’s career as well. When CEO’s of several Fortune 500 companies were asked why employees do not advance, the reasons given had nothing to do with job performance, but surprisingly, were rooted in poor etiquette skills.

 糟糕的礼节技巧同样会伤害到雇员的职业生涯,当几个“财富500强”公司的CEO被问及为什么员工的职业生涯没有发展时,给出的理由是在工作绩效方面没有作为,但奇怪的是,其根源却在于糟糕的礼仪技巧。

The top reasons listed included poor or inappropriate:

最重要的原因是在下面几个方面表现糟糕或不恰当:

      • Table manners
      • 餐桌礼仪
      • Introductions (not knowing the proper way to introduce people)
      • 介绍(不懂得以恰当方式介绍别人)
      • Handshakes
      • 握手
      • Listening skills
      • 倾听技巧
      • Dress and grooming
      • 着装和修饰
      • Telephone behavior
      • 电话行为
      • Consideration of common spaces
      • 关心公共空间
      • Other behaviors (e.g. not covering their mouths when they cough, not coming out from behind the desk when meeting someone for the first time, etc.)
      • 其他行为(例如:咳嗽的时候不遮住嘴,在首次见到某人的时候不从桌子后面走出来,等待)

This was blatantly obvious during the hiring boom of the 90’s. Many large corporations hired a significant number of employees directly from college, only to learn that many lacked professional polish and business etiquette skills. The goodwill and reputation that many companies worked to build was being damaged by their new employees’ lack of etiquette.

这些现象在90年代雇佣潮时期尤其明显。很多大公司直接从大学雇佣了相当多的员工,结果发现其中很多人缺乏专业的训练和商业礼仪技巧。那些公司苦心经营而建立起来的信誉和名声正因新雇员缺乏礼仪而坏掉。


Etiquette Solutions

礼仪的解决方案

The Wall Street Journal reports that an increasing number of companies are sending their employees to manners camp or bringing in etiquette consultants for training. Managers realize that business etiquette is an asset of enormous value that increases the talent level of their employees, as well as the good name of their company.

华尔街日报报道说,越来越多的公司把他们的员工送到礼貌训练营或礼仪顾问那里去接受训练。管理者相信商业礼仪是一种价值巨大的资产并会提升其员工的才能,就像公司要有个好名字一样。

So what can a business do to improve its employees etiquette skills in order to increase sales and/or services? In their article about the lack of business etiquette, Lewena Bayer and Karen Mallett suggest that upper management ask (and find answers to) the following questions:

那么,企业应该如何通过提升雇员的礼仪技巧去提升销售额和/或服务水准呢?赖维娜·拜耳和凯伦·梅里特在她们的文章中建议高层管理者应对以下问题设问并找出答案。

  • How does your company ensure that your clients feel like people and not numbers?
  • 你的公司如何确保你的客户感觉到自己被当做一个人来对待而不是一个数字代码?
  • How can your company turn seemingly negative "wait times" into an advantage?
  •  如何让你的公司将看起来是负面的“等待时间”变成是一个优点?
  • How can your employees better manage the telephone?
  •  如何让你的雇员更好的对电话进行管理?
  • What are the guidelines for technological communication such as E-mail, cell phone and voicemail?
  •  电子邮件、蜂窝电话和语音信箱等技术交流的指导方针是什么?
  • How can your company ensure that it leaves a positive first impression?
  •  如何让你的公司给人留下正面的第一印象?
  • How is the body language of your employees being interpreted?
  •  你的雇员的身体语言可以如何解读?
  • How are their listening skills? (Do they have good eye contact when speaking with customers or clients?)
  • 他们的倾听技巧如何?(他们与客户说话的时候有很好的目光交流吗?)
  • What do your employees do if they forget someone's name?
  •  如果你的员工忘掉了某人的名字会怎么办?
  • What is the secret to professional polish?
  •  专业训练的秘诀是什么?
  • Do your employees understand the importance of proper conduct at a business lunch or a networking reception?
  •  你的雇员是否明白在工作午餐或交流招待会上的举止恰当是非常重要的?
  • How can your copmany maintain repeat customers?
  •  你的公司如何留住回头客?

By finding these answers, management is well on the right track to developing good business etiquette skills within the organization.

通过寻找这些问题的答案,管理就会走上在组织内提升商业礼仪技巧的正确道路。

Rudeness in the workplace can have a powerful and costly affect on any business. A positive customer relationship builds a base for repeat customers which results in sustained business. In addition, good etiquette between co-workers helps to improve moral, quality of work, efficiency and team work. When employees feel valued, they develop a willingness to contribute.

 工作场所的无礼行为对任何企业都会造成巨大而昂贵的影响。正面的客户关系可以成为产生保持生意持续的回头客的基础。另外,合作者之间的良好礼节可以提升职业道德和工作质量。如果雇员觉得被尊重,他们将心甘情愿的做出贡献。

Not only does proper business etiquette exude professionalism, it can also help to make the difference between success and failure for both the company and the employee.

 恰当的商业礼仪不仅散发出专业精神,而且是区分企业及其雇员是成功还是失败的标志。

-------------------------------------------------------------------------------------------------------

Workplace rudeness comes with hefty price tag

工作场所的无礼行为伴随着巨大的代价

原文:http://www.greenhousecanada.com/content/view/2393/131/

GREENHOUSE  Canada

 By Anne Bergman, USC communications specialist   

作者:安·伯格曼, 联合海运公司沟通交流专家

Aug. 11, 2010 – Your mother was right: you can catch more flies with honey than with vinegar. It’s true even in Corporate America, where just being nice can save a company millions of dollars.

2010年8月11日——妈妈的话是对的:用蜜会比用醋捕到更多的苍蝇。 即使是在美国的公司里,这也是对的,在那里友善的相处可以为公司节省数百万的美金。

USC Marshall School of Business professor Christine Porath discovered that employee rudeness hurts the bottom line while researching “The Cost of Bad Behavior: How Incivility is Damaging Your Business and What to Do About It,” which was published earlier this summer. She co-wrote the book with Christine Pearson, who is a professor of management at Thunderbird School of Global Management.

 USC马歇尔商学院的教授克里斯汀·波拉斯在做“不良行为的成本:无礼行为如何破坏公司及对策”的研究时发现雇员的无礼行为损害了公司的利润。该研究已发表于今年夏初,这本书由她和克里斯汀·皮尔森合作撰写,后者是雷鸟国际管理学院的管理学教授。

Porath and Pearson state that job stress in the United States accounts for $300 billion in losses, as an uncivil workplace reduces productivity (aka “slacking off”) as workers spend time looking for other jobs or helping others to do so. In addition, according to Porath and Pearson’s research, 80 per cent of employees who were victims of insults or bullying in the workplace lost valuable work time worrying about the incident and 78 per cent said their commitment to the organization declined.

波拉斯和皮尔森说,在美国,工作压力导致了大约三千亿美元的损失。不文明的工作场所降低了生产率(即:懒散),因为工人们把时间用在寻找其它工作或者帮助别人找工作上。另外,根据波拉斯和皮尔森的研究,受到侮辱和欺负的雇员占80%,他们会因担惊受怕而损失宝贵的工作时间,有78%的人说他们对公司的忠诚度下降了。

The authors combined various methodologies to reach their conclusions. First they gathered subjective data via various focus groups comprised of a cross-section of professionals – including attorneys, managers and emergency medical professionals – where they focused on what incivility was in the workplace, and what the implications were for employees and organizations. Porath and Pearson next surveyed nearly 800 employees where they found that one in eight would quit a job due to an abusive environment.

作者综合采用的各种方法得到了结论。首先她们从由各种专业人士组成的关注群体中收集主观数据——包括律师、经理和急救专家——在那里他们关注工作场所有什么不礼貌行为以及对雇员和组织意味着什么。然后波拉斯和皮尔森调查了大约800个雇员,然后发现有八分之一的人会因恶言相向的环境而选择辞职。

Porath, along with University of Florida management professor Amir Erez, also employed scientific experiments, discovering that “people literally did not perform as well, weren’t as creative and became more dysfunctional and aggressive” when someone was rude to them, Porath says.

波拉斯,和佛罗里达大学管理学教授埃米尔·艾丽兹、受雇的科学实验人员一起,发现当有人对他们无礼时,“实际上人际关系变得越来越差,创造性持续下降而且变得越来越好斗和不睦。”波拉斯说。

But the impact of rudeness defined in the book as ranging from “taking credit for others’ efforts” to throwing a temper tantrum didn’t end there, as the authors discovered that even witnesses to an incident where someone was bullied had a negative effect. And if a customer witnesses incivility, that customer decides to not re-patronize the business 50 per cent of the time.

但该书中定义的无礼的影响范围从“以诚信对待他人的努力”到大发脾气甚至更严重,正如作者发现的,甚至看到某事件中某人受了欺负也会产生负面影响。而且,如果顾客见证了无礼行为,那么50%的顾客不会再次光顾该企业。

Porath and Pearson also employed case studies of companies that cultivate civility such as Cisco Systems and Microsoft to inspire other companies, Porath says, “to take a page from their notebook.”

波拉斯和皮尔森还使用了对诸如思科系统和微软等注重礼仪的公司所进行的案例研究,波拉斯说是“从他们的笔记本中拿来一页”。

In fact, Cisco leadership launched its first global workplace civility program – the first of its kind that Porath is aware of – after Porath and Pearson published some of their research in an earlier journal article. “They did the math,” Porath says, “saw how their bottom line was affected in the millions of dollars and were motivated to start the program.”

事实上,思科领导层启动了它的首个全球工作场所礼仪项目——波拉斯首先注意到的——当波拉斯和皮尔森在杂志上发表了一些早期的研究文章之后,“他们做了算术,”波拉斯说,“启动了该项目之后,他们看到利润增加了数百万美元。”

This year Fortune magazine ranked Cisco sixth among the 100 best companies to work for, with a voluntary turnover rate of only four per cent. Cisco’s low turnover rate helps their bottom line, for, as Porath discovered in her research, the costs of replacing employees ranges to up to four times their annual salaries.

今年财富杂志将思科公司列为100个最佳雇主中的第6名,自愿离职率只有4%,思科的低离职率有助于他们的利润。正如波拉斯在研究中所发现的那样,更换雇员的成本4倍于他们的工资。

So how do companies create a civil workplace? Porath and Pearson outline their top 10 solutions that include recommending that companies:

那么公司该如何建设一个文明的工作场所呢?波拉斯和皮尔森概述了10项措施,包括对公司的建议:

? Set zero tolerance expectations.

设定零容忍期望

? Establish norms for all employees, including managers and executives, to live by.

为所有员工制定规范,包括经理和高管,都要作为人生信条。

? Weed out trouble early in the employee hiring process.

在员工雇佣过程中尽早消除麻烦。

“It starts with the top,” Porath says, who’s taught these same concepts to executives through Marshall’s MBA Program for Professionals and Managers.

 “这要从高层开始,”波拉斯说,她向参加马歇尔学院为专业人员和经理准备的MBA项目的高层讲授了同样的观点。

According to Porath, it’s important for executives to think about how good behaviour can fit into “each piece of the Human Resource cycle,” from the company’s mission statement, to its recruitment and training policies. “There should be a thread of civility,” Porath says, through everything a company does.

根据波拉斯的观点,高层思考如何让良好行为适应人力资源周期的所有过程是非常重要的。从公司的宗旨到招募新人,到培训政策,“要有一条文明礼貌的线,”波拉斯说,贯穿公司做的每件事情。

Otherwise, good employees will move on, much to the long-term detriment of the company. In terms of dollars, the cost of an exit is an estimated 150 per cent of a mid-level employee’s salary and talent loss.

 否则,好的雇员会离开,并对公司产生长期影响。用美元计算的话,辞职的成本相当于一个中层员工工资的1.5倍,还有人才损失。

According to Porath, even with a national unemployment rate of 9.5 per cent, there’s a “huge concern with human resource executives that there’s a shortage of talent. Businesses are fighting for talent. If you’re a good performer, you’ll be in demand. Focus on your performance and put yourself out there. Don’t just hunker down and take it. Think about other possibilities.”

根据波拉斯的观点,即使在国家失业率达到9.5%的情况下,“人力资源高管还是会格外关注人才的缺乏问题,企业之间展开人才争夺战,如果你是个好的执行者,你就会受欢迎,关注你的绩效,让自己出众,别因循守旧蹲在那儿,要想想其他的可能性。”

Managers, take note. Maybe it’s more cost effective just to be nice.

经理们,注意,友善待人可能更划算啊。

For more information about the book, visit www.thecostofbadbehavior.com.

更多关于本书的信息请访问www.thecostofbadbehavior.com.

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