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大公司的道歉方法 – 译学馆
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大公司的道歉方法

3 Questions to Answer in an Apology

Here you’re making an apology, there
如果你要去道歉
are three questions that you want to be able to answer.
有三个你想能够回答的问题
The first is, do we tell the truth?
第一个问题是 我们说的是真话吗?
People want the company to tell the truth for two reasons.
人们希望公司说真话有两个原因
One is it gives them confidence that they know what went wrong.
一是给他们信心 让他们知道哪里出了问题
And so that means that they will presumably know what to fix.
这就意味着他们大概知道该怎么做了
The other is that they want the company
另一个是 他们想让公司
to be a truth-telling company so it can uncover the truth.
成为一个信誉公司 这样才能不掩盖事实
The second is, on whose behalf are we acting?
第二个问题是 我们是在代表着谁?
Is it clear that people understand
很显然 人们知道
that we understand that.
我们了解这个问题
And the third is, how do our actions benefit
第三个问题是 我们如何行动
those people who trust us?
使信任我们的人受益?
So what is it that we’re going to do in the future that’s
所以我们将来要做些什么
actually going to make people believe that we’re going
去真正的让人们相信我们
to fix the problem we created?
会去解决我们所制造的问题?
And this is where all those facts matter,
这就是所有事实存在的意义
because if you’ve laid that out pretty clearly,
因为如果你已经很清楚的说明了这一点
then there is in fact a path to describe what
事实上会有一条路去告诉
it is that you’re going to do.
你要去做些什么
And so that action planning part is part of the apology, too,
所以行动计划也是道歉的一部分
because that gives you confidence
因为它会给你信心
that the company actually knows how
公司才会清楚的知道如何
to get from the current state to the future state, where
去从当前的状况转换到未来的状况
this kind of thing is not going to happen.
以防止此类事情再度出现
We definitely have this idea that trust is a binary,
我们一定会有这种想法 信任是二进制
where you either trust or you don’t.
你能选择相信或者不相信
And once it’s broken, that’s permanent.
一旦它被打破 那就是永远的破裂
There’s no coming back.
是不会回来的
But that’s such a myth.
但这是一个错误见解
Because in actuality, in this model
因为事实上 在这个模型中
that Sandra and I have unveiled and analyzed
桑德拉和我揭示并分析了
through our research, trust is based on multiple dimensions.
通过我们的调查 信任基于多种多样的方面
And because of that, trust is much less fragile
正因为如此 信任就不那么脆弱
than we think.
比我们想象的
So you break it on one dimension,
因此 你在某一方面打破了信任
but you still have it on others.
但是你仍然可以在其他方面拥有信任
And you can rebuild it in the dimension, because trust is–
并且你可以在这方面重建信任 因为信任是
it’s a relationship.
是一种关系
It’s not just this feeling that goes away
不仅仅是感觉消失了
because something went wrong.
因为一些事情是错误的
And we can see that with corporate scandals.
我们可以从公司丑闻中看出这一点
There are lots of big companies where they’ve had to go out.
有许多大公司 他们不得不倒闭
Something bad happened.
一些不好的事情发生了
It was their fault. They apologized.
这是他们的错误 他们道歉
And yet, you know, years later, they’re still here.
然而多年以后 他们仍然在这里
The public still trusts them.
公众仍然相信他们
There’s a way in which they regained that trust.
他们有办法去重新获得信任
It’s entirely possible.
这是完全有可能的

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视频概述

当公司遇见信誉危机时面临的三个问题以及如何解决

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视频来源

https://www.youtube.com/watch?v=lpNH9SCegIE

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