老板化身打工仔 | 经济学人商业

2022-10-30 00:10

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Business | Bartleby

商业｜巴托比专栏

英文部分选自经济学人20221022商业版块

Business | Bartleby

商业｜巴托比专栏

When bosses walk in employees’ shoes

老板化身打工仔

It is hard for managers to understand what life is like for staff. But not impossible

管理人员很难了解员工的生活状况，不过并非难于登天

Any manager worth their salt knows the value of spending time “walking in their customers’ shoes”. There are many ways to do it. You can observe customers in their natural habitat. Pernod Ricard’s boss recently told Bloomberg, a news service, about his habit of bar-hopping in order to see what people want to drink. Such research is a lot less fun if your company makes soap dispensers for public toilets but the same principle applies.

任何称职的管理人员都懂得，花时间设身处地为客户着想很重要。要想做到这一点，办法也是五花八门。比如，可以观察客户真实生活中的消费习惯。近日，保乐力加（Pernod Ricard）的老板向彭博新闻社透露，他习惯挨家酒吧去喝酒，以此来观察人们想喝什么。当然，如果你的公司专门生产公厕给皂器，那这种研究方法恐怕索然无味，但站在客户角度思考这一原则同样适用。

注释:

1. worth one’s salt: warranting respect in a certain field or area, typically because one does one’s job well. 称职的；胜任的

2. 保乐力加（Pernod Ricard）是一家法国公司，为全球第二大葡萄酒与烈酒生产集团（第一为帝亚吉欧），于1975年由保乐（Pernod）与力加（Ricard）两家公司合并而成。

You can be a customer yourself, buying your company’s products, ringing your own helplines and enduring the same teeth-grinding muzak. Or you can hear from your customers directly. Jeremy Hunt, who has just been appointed Britain’s finance minister but was once its longest-serving health secretary, started each day in that job by reading a letter of complaint from a patient or their family, and writing back to each correspondent personally. If you cancel one internal meeting a week and use that time to hear from customers instead, you will come out ahead on the trade.

你还可以化身客户，购买公司产品，拨打公司热线，忍受单调枯燥的电梯背景音乐。你也可以直接听取客户的意见。英国新任财政部长杰里米·亨特（Jeremy Hunt）曾是任期最长的卫生部长，每天工作第一件事就是查看病人或家属发来的投诉信，然后亲自提笔，逐封回信。如果你每周能取消一次内部会议，用这个时间来听取客户意见，那么你将有望成为行业中的佼佼者。

注释：

Muzak: Muzak was eventually introduced into elevators in the 1900s to soothe stressed travellers and since then has been used for everything from influencing consumer behaviour in shopping centers and calming down nervous patients at doctors offices and dentists.

https://www.westcoastelevators.com.au/elevator-music/

This idea does not apply only to customers. It can also be useful inside the organisation. Walking in employees’ shoes is a way for bosses to understand what impedes productivity, what saps morale and what makes workers feel valued. A sense of affinity can come from living in the same community as other members of staff. Recent research found thatceos in Denmark who lived within 5km of their offices seemed to foster better work environments than those who lived farther away. But short of moving house, how else can managers get inside workers’ heads?

这种方法不仅适用于客户，也可以应用于公司内部。站在员工的角度换位思考，老板就可以理解是什么限制了生产力发展，为什么员工士气低迷，如何才能让员工感受到被重视。与员工生活在同一个社区也能拉近距离。近期有研究表明，在丹麦，相比起那些住址离公司很远的CEO，住在公司5公里范围内的CEO可以营造更好的工作氛围。但是，除了搬家外，管理人员还有什么办法能走进员工的内心世界呢？

Even if a boss genuinely wants to hear the unvarnished truth, employees may not be comfortable delivering it. Anonymous surveys can help encourage honesty, as can exit interviews, but even in these settings, workers may temper their views. Reviews on sites like Glassdoor can be brutal, but the motives of the people posting them are not always transparent. Corporate-messaging apps like Slack can provide a partial window into how some teams are getting on, but surveillance is not a form of empathy. And none of this is the same as knowing what it is actually like to be an employee.

即使老板真的想听真心话，员工可能也不愿意说出来。匿名调查可以鼓励员工直抒胸臆，离职面谈同理。但即使在这些情况下，员工也有可能不会完全敞开心扉。Glassdoor等网站上的评论的确直截了当，但发布者的动机却不得而知。Slack等企业通讯软件内置“单向”窗口，管理人员可以借此监督团队协作情况，但并不能表现同理心。以上这些都不能真正了解员工的真实境地。

注释：

1. Glassdoor是一个允许用户参与评论企业的网站，任何企业的现任员工和前员工都可以在该网站上匿名评论雇主。

2. Slack是一个适用于业务沟通的消息发送应用程序，它将人们与他们需要的信息联系起来。Slack将人员集中到统一的团队中，改变了组织的沟通方式。

It is very hard for managers to replicate the experiences of normal employees. Rooms will magically become available if the boss asks for one; everyone else has to roam around the building like wildebeest that have become separated from the herd. Managers do not have to remind people of their names. They are less likely to suffer some of the common feelings that undermine workers’ enthusiasm for their jobs: rare is the boss who feels overlooked or underappreciated. And they are also much less likely than employees to encounter incivility from colleagues.

管理人员很难和普通员工感同身受。假设老板需要空房，马上就会有房间奇迹般地空出来。要是换成其他人，都得像落单的牛羚一般在楼里到处搜寻。管理人员不需要提醒别人自己叫什么名字。他们很少能体会到打击员工工作热情的共同感受：毕竟老板很少会感到自己被人忽视或轻视，也不大可能会遭遇同事的无礼对待。

One option is to appear on “Undercover Boss”, an entertaining reality-tvshow in which executives put on preposterous disguises, work in their own organisations and discover what life is really like for their workers. If you go down this route you will learn a lot, but you will have to admit to an audience of millions that you have absolutely no idea what is going on in your own organisation. (A less involved option is not to bother with the cameras and to wear your own home-made disguise in the office, though there is a risk your moustache will fall off at a pivotal moment.)

还有个方法是像真人秀节目《卧底老板》里那样，老板们伪装成夸张的角色，潜入自家公司工作，探秘员工的真实生活。选择这种方式会让你受益匪浅，但是你不得不在上百万的观众面前承认自己对公司的状况一慨不知。另一个较为轻松的办法是，不用费劲去布置摄像头拍摄，自己乔装打扮后直接进入办公室，但注意大胡子千万别在关键时刻掉落。

Even without disguises it is good for managers to spend time doing the same work as their underlings. (It is also good for them to stop referring to people as underlings.) Airlines and retailers have run schemes that involve executives working in front-line roles in airports and on shopfloors. DoorDash, a delivery app, has a programme called WeDash that requires salaried employees to make regular drop-offs. And bosses can do things for themselves that people without assistants must navigate alone. Filling out expense forms is a chore: everyone should have to do their own, at least occasionally. By default bosses should fly in the same airline class as their colleagues do. And so on.

哪怕不加伪装，管理人员也可以花时间做些“手下”的活儿，而且最好别把员工称作“手下”。航空公司和零售商已经开展了一些项目，让高管在机场和门店担任一线工作。外卖应用DoorDash有一个名为WeDash的项目，要求所有受薪员工定期外出送餐。领导也可以试试在没有助理的情况下，亲自处理一些琐碎的事务。比如填写费用报销表，每个人都得自己填（至少偶尔要填一填）；一般情况下，领导应该和同事乘坐同等舱位，以此类推。

注释：

WeDash: DoorDash is asking its employees, all the way up the ranks to its CEO, to again make a delivery at least once a month. ... Its founders said they wanted to engage the company in community and philanthropic efforts from the outset.

https://abc7.com/doordash-employee-delivery-wedash-ceo/11398322/

If managers can learn a few things by walking in employees’ shoes, there is also value in workers thinking about what life is like as a boss. It is not all business-class travel and people agreeing with you. Imagine getting in a lift and conversation around you always dying. Imagine being grumbled about all the time, or knowing that your absence causes a general lightening of the mood. Imagine not being able to kick a difficult decision upstairs. The boss wears much nicer shoes but they can still pinch.

如果管理人员能通过站在员工角度思考而有所收获，那么员工站在领导角度思考也是有意义的。当领导并不只是意味着出差必坐商务舱，旁人皆言听计从。想象一下，一进电梯，身边的谈话总是戛然而止；想象一下，一直被人埋怨的滋味，或是知道自己不在时，别人才会感到轻松愉悦；想象一下，面临艰难抉择，自己无法将其束之高阁。领导的位置的确光鲜亮丽，但也不是那么好坐的。

翻译组：

Devin，荣枯有数，得失难量

Jemma，一手抓吃饭，一手抓学习

Humi，在躺平、侧卧和睡梦中寻找诗和远方

Summer，女，QE在职，梦想能仗走天涯翻译/音乐/健康

校对组：

Rain，蒙村小香菜

Alison，“贪玩又自由的风筝”

Sean，男大学生，相信奶茶在手翻译无忧

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