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Home本期文章職場博弈秘笈-- 唯有頂尖的志向

【職場上的祭司】職場博弈秘笈-- 唯有頂尖的志向

 

不甘平庸的本質

這是一個競技的世代,大家正在玩淘汰賽,趕不上的要被逐出局。汰弱淘強適者生存,在競爭中要不停改進、不斷更新,才有機會留下再賽。這有如逆水行舟,不進則退。公司文化成為一股動力,策勵職場上各人不斷儲值和增值,接受培訓。這就是追求卓越的含意。

很多人的本質都是不甘平庸,無奈環境使他們意志消沉,不事長進,是很可惜的。若員工不成長,公司的增長必被拖慢或被拖跨,這是互為因果的循環。

匪疑所思的案例

一對尼泊爾的年長夫婦,從家鄉搭乘飛機前往温哥華,再轉機到愛民頓探望兒子一家。他們不良於行動,要坐輪椅,也不懂英語。定購機票時航空公司已知悉他們的情況,並承諾他們作好妥善的轉機安排。

到達溫哥華機場後,該航班的地勤人員按指示把夫婦二人送到下一程內陸航機的航空公司地勤站,因當時該處還沒有地勤人員站崗,遂把他們放下便離開了。這對夫婦在那處逗留了大半天,完全無人理會,雖然倆人胸前都掛著一張大牌,寫上個人資料和轉機安排,但數步之隔的地勤站人員卻視而不見。不用說他們錯過了接駁的班機。

兒子在愛民頓機場接不到父母,十分焦急的電聯有關的航空公司,卻遭到愛理不理的待遇,數小時後才在原處尋回他們。這對長者求助無門,一直被人疏忽,十二小時缺食、缺水、不能上廁所。

國際航機的公司宣稱已完成既定的責任,內陸航機公司則說並未接收到乘客,故不能履行任務。他們各自關注在釐清責任的焦點,目光卻不放在顧客身上,輕重倒置,自稱優良服務的公司,原來是如此冷漠的對待生命!

營商的本意

營商就是藉貨品或服務換取金錢的商業交易,營商者和顧客是買賣雙方,各有不同的責任和權利。營商的宗旨就是服務顧客,以他們的利益為依歸。一盤生意要平穩向上,留著顧客是必需的,提供優質的服務,使客戶稱心滿意,讓這關係持久。

為要達至這目的,公司必需上下同心,有一致的步伐,擁抱同一的使命;可是,這在職場上卻少有實現。管理層多遠離執行面,故所定的章則、程序,偏於理論或比較「離地」,在如此的公司文化下,員工多傾向按章工作,不求有功,但求無過,保住飯碗已是最好的自我激勵。

如此僵硬的職場文化,員工只會傾向各自為政,河水不犯井水,寧不踩過界,絕不會多行一里路。工作的守則不能起積極作用去提升服務績效,反成了員工的「護身符」,在灰色的爭端中作擋箭牌。

任何企業或公司都要競爭,在行內脱穎而出,跨越平庸,追求頂尖。或許有人認為自己或公司何德何能,怎能出眾。事實上,要攀上卓越並不困難,因每天操作的並非艱深的「火箭工程」;若然在工作的細節上加多幾分耕耘,是不難達標的。

再回到那對尼泊爾長者的轉機風雲,若航空公司釋出一點關懷,「老吾老以及人之老」,多付一點熱忱,緊張乘客是有生命的個體,把他們交到內陸航機的手中,就可避免這悲劇的發生。在機制上本存在雙重的保險,這長者已在內陸航機的乘客名單中,清楚註明早己定下的轉機安排,而他們仍被遺漏,委實是地勤人員的人為疏忽,是航空公司不能推諉的錯誤,更是對服務宗旨的自我否定。

重回營商的基礎

服務顧客是營商必爭之地,待客之道是公司的核心價值。人性往往貪圖自己的方便和好處,而不追求利他和共善,優良的公司文化不是枷鎖,是導善的引子,向上的助力。主張誠實行事,強調殷勤服務的公司,理當受員工尊重和拍和。一般人都是不甘平庸,只因受環境約束、受制度抑壓而被迫或自動放棄,使意志消滅。公司若能解開員工的心結,再加上適度的激勵,定能提升服務的質素,改進營運的業績。

從小處着眼,主動創新,定意作頂尖的表現。作員工的應看重工作的承擔,特別在交接的界面,如換班、交更、程序調配等,要多想一些、多走一步。一般的職責範圍都不能涵蓋工作的每一細節,宜主動釋出善意,自發填補流程上的真空或遺漏。小事如下班時關掉影印機,最後離開多望一眼檢查門窗等,雖然這是某同事的責任,舉手之勞的幫忙互補,又何必斤斤計較!


和諧的團隊有助暢順的操作,良好的工作氣氛使營運事半功倍。員工合作合拍的團隊精神,顧客是感受得到的,自然比一盆散沙的服務更受歡迎。同事和上司在工作上意見不合、出現衝突在所難免,若能作不失原則立場的互利妥協,又為何不可?

人常有矛盾、心理障礙,在職場上就是不甘心,執著做多會錯多的堅持,但這是自欺的觀念。多做多學,事實上累積的知識和經驗、成敗得失的教訓,全是别人拿不掉、搶不走的個人資產,可以便携到任何職場。讓我們快快戰勝心魔,不要任由己意去摧毁或踐踏前途,其實你能走的路尚遠尚高。


耶穌教訓的「黄金定律」,說:「無論何事,你們願意人怎樣待你們,你們也要怎樣待人。」(太七12)生意存留的基礎在於做好服務的本份,若秉承「非以役人、乃役於人」的美德,尊重人的尊嚴,愛護生命,力求上進,個人先得益處,從而善待持份者,使顧客、上司和同事等人受益。你若表現傑出,得到眾人的尊重和敬配,自然老闆會挺你,部屬會服你,這就是在職場上最好的成就。

 

喜樂 Joy

喜樂的心乃是良藥;憂傷的靈使骨枯乾。箴言 17:22
A cheerful heart is good medicine, but a crushed spirit dries up the bones. Proverbs 17:22

然而,我要因耶和華歡欣,因救我的 神喜樂。哈巴谷書 3:18
yet I will rejoice in the LORD, I will be joyful in God my Savior. Habakkuk 3:18

要常常喜樂,不住的禱告,凡事謝恩。帖撒羅尼迦前書 5:16-17
Rejoice always, pray continually, give thanks in all circumstances. 1 Thessalonians 5:16-17

饒恕 Forgiveness

主啊,你本為良善,樂意饒恕人,有豐盛的慈愛賜給凡求告你的人。詩篇 86:5
You, Lord, are forgiving and good, abounding in love to all who call to you. Psalm 86:5

你不要說:“我要以惡報惡”;要等候耶和華,他必拯救你。箴言 20:22
Do not say, “I’ll pay you back for this wrong!” Wait for the LORD, and he will avenge you. Proverbs 6:14

你們饒恕人的過犯,你們的天父也必饒恕你們的過犯;馬太福音 6:14
For if you forgive other people when they sin against you, your heavenly Father will also forgive you. Matthew 6:14

你們不饒恕人的過犯,你們的天父也必不饒恕你們的過犯。馬太福音 6:15
But if you do not forgive others their sins, your Father will not forgive your sins. Matthew 6:15

你們各人若不從心裡饒恕你的弟兄,我天父也要這樣待你們了。馬太福音 18:35
This is how my heavenly Father will treat each of you unless you forgive your brother or sister from your heart. Matthew 18:35

謙卑 Humility

敬畏耶和華是智慧的訓誨;尊榮以前,必有謙卑。箴言 15:33
Wisdom’s instruction is to fear the LORD, and humility comes before honor. Proverbs 15:33

敬畏耶和華心存謙卑,就得富有、尊榮、生命為賞賜。箴言 22:4
Humility is the fear of the LORD; its wages are riches and honor and life. Proverbs 22:4

凡事不可結黨,不可貪圖虛浮的榮耀;只要存心謙卑,各人看別人比自己強。腓立比書 2:3
Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves. Philippians 2:3

但他賜更多的恩典,所以經上說:神阻擋驕傲的人,賜恩給謙卑的人。雅各書 4:6
But he gives us more grace. That is why Scripture says:“God opposes the proud but shows favor to the humble.” James 4:6

驕傲 Pride

驕傲來,羞恥也來;謙遜人卻有智慧。箴言 11:2
When pride comes, then comes disgrace, but with humility comes wisdom. Proverbs 11:2

驕傲只啟爭競;聽勸言的,卻有智慧。箴言 13:10
Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves. Proverbs 13:10

驕傲在敗壞以先;狂心在跌倒之前。箴言 16:18
Pride goes before destruction, a haughty spirit before a fall. Proverbs 16:18

但他賜更多的恩典,所以經上說:神阻擋驕傲的人,賜恩給謙卑的人。雅各書 4:6
But he gives us more grace. That is why Scripture says:“God opposes the proud but shows favor to the humble.” James 4:6

忍耐 Patience

愚妄人怒氣全發;智慧人忍氣含怒。箴言 29:11
Fools give full vent to their rage, but the wise bring calm in the end. Proverbs 29:11

並且你們要為我的名,被眾人恨惡,惟有忍耐到底的,必然得救。馬可福音 13:13
Everyone will hate you because of me, but the one who stands firm to the end will be saved. Mark 13:13

不但如此,就是在患難中也是歡歡喜喜的。因為知道患難生忍耐。羅馬書 5:3
Not only so, but we also glory in our sufferings, because we know that suffering produces perseverance. Romans 5:3

我們行善,不可喪志;若不灰心,到了時候就要收成加拉太書 6:9
Let us not become weary in doing good, for at the proper time we will reap a harvest if we do not give up. Galatians 6:9

你們也當忍耐,堅固你們的心,因為主來的日子近了。雅各書 5:8
You too, be patient and stand firm, because the Lord’s coming is near. James 5:8

溫柔 Meekness

回答柔和,使怒消退;言語暴戾,觸動怒氣。箴言 15:1
A gentle answer turns away wrath, but a harsh word stirs up anger. Proverbs 15:1

溫柔的人有福了,因為他們必承受地土。馬太福音 5:5
Blessed are the meek, for they will inherit the earth. Matthew 5:5

用溫柔勸戒那抵擋的人;或者 神給他們悔改的心,可以明白真道。提摩太後書 2:25
Opponents must be gently instructed, in the hope that God will grant them repentance leading them to a knowledge of the truth. 2 Timothy 2:25

只要以裡面存著長久溫柔、安靜的心為妝飾;這在 神面前是極寶貴的。彼得前書 3:4
Rather, it should be that of your inner self, the unfading beauty of a gentle and quiet spirit, which is of great worth in God’s sight. 1 Peter 3:4

嫉妒 Envy

不要為作惡的心懷不平,也不要向那行不義的生出嫉妒。詩篇 37:1
Do not fret because of those who are evil or be envious of those who do wrong. Psalm 37:1

心中安靜是肉體的生命;嫉妒是骨中的朽爛。箴言 14:30
A heart at peace gives life to the body, but envy rots the bones. Proverbs 14:30

在何處有嫉妒、紛爭,就在何處有擾亂和各樣的壞事。雅各書 3:16
For where you have envy and selfish ambition, there you find disorder and every evil practice. James 3:16

生氣 Anger

當止住怒氣,離棄忿怒;不要心懷不平,以致作惡。詩篇 37:8
Refrain from anger and turn from wrath; do not fret—it leads only to evil. Psalm 37:8

好生氣的人,不可與他結交;暴怒的人,不可與他來往。箴言 22:24
Do not make friends with a hot-tempered person, do not associate with one easily angered. Proverbs 22:24

愚妄人怒氣全發;智慧人忍氣含怒。箴言 29:11
Fools give full vent to their rage, but the wise bring calm in the end. Proverbs 29:11

生氣卻不要犯罪.不可含怒到日落。以弗所書 4:26
In your anger do not sin: Do not let the sun go down while you are still angry. Ephesians 4:26

我親愛的弟兄們,這是你們所知道的,但你們各人要快快的聽,慢慢的說,慢慢的動怒,因為人的怒氣並不成就 神的義。雅各書 1:19,20
My dear brothers and sisters, take note of this: Everyone should be quick to listen, slow to speak and slow to become angry, because human anger does not produce the righteousness that God desires. James 1:19,20

災難 Calamity

謹守口與舌的、就保守自己免受災難。箴言 21:23
Those who guard their mouths and their tongues keep themselves from calamity. Proverbs 21:23

民要攻打民、國要攻打國、多處必有地震、饑荒.這都是災難的起頭。馬可福音 13:8
Nation will rise against nation, and kingdom against kingdom. There will be earthquakes in various places, and famines. These are the beginning of birth pains. Mark 13:8

憂愁 Worry

你們不要憂愁、因靠耶和華而得的喜樂是你們的力量。尼希米記 8:10
Do not grieve, for the joy of the LORD is your strength. Nehemiah 8:10

主雖使人憂愁, 還要照他諸般的慈愛發憐憫。耶利米哀歌 3:32
Though he brings grief, he will show compassion, so great is his unfailing love. Lamentations 3:32

凡勞苦擔重擔的人,可以到我這裡來,我就使你們得安息。馬太福音 11:28
Come to me, all you who are weary and burdened, and I will give you rest. Matthew 11:28

我留下平安給你們、我將我的平安賜給你們.我所賜的、不像世人所賜的.你們心裏不要憂愁、也不要膽怯。約翰福音 14:27
Peace I leave with you; my peace I give you. I do not give to you as the world gives. Do not let your hearts be troubled and do not be afraid. John 14:27

應當一無掛慮,只要凡事藉著禱告、祈求和感謝,將你們所要的告訴神。神所賜出人意外的平安,必在基督耶穌裡,保守你們的心懷意念。腓立比書 4:6,7
Do not be anxious about anything, but in every situation, by prayer and petition, with thanksgiving, present your requests to God. And the peace of God, which transcends all understanding, will guard your hearts and your minds in Christ Jesus. Philippians 4:6,7

因此, 你們是大有喜樂, 但如今, 在百般的試煉中暫時憂愁。彼得前書 1:6
In all this you greatly rejoice, though now for a little while you may have had to suffer grief in all kinds of trials. 1 Peter 1:6

患難 Trouble, Suffering

義人多有苦難,但耶和華救他脫離這一切。詩篇 34:19
The righteous person may have many troubles, but the LORD delivers him from them all. Psalm 34:19

神是我們的避難所,是我們的力量,是我們在患難中隨時的幫助!詩篇 46:1
God is our refuge and strength, an ever-present help in trouble. Psalm 46:1

耶和華本為善,在患難的日子為人的保障,並且認得那些投靠他的人。那鴻書 1:7
The LORD is good, a refuge in times of trouble. He cares for those who trust in him. Nahum 1:7

為義受逼迫的人有福了,因為天國是他們的。馬太福音 5:10
Blessed are those who are persecuted because of righteousness, for theirs is the kingdom of heaven. Matthew 5:10

不但如此,就是在患難中,也是歡歡喜喜的。因為知道患難生忍耐。羅馬書 5:3
Not only so, but we also glory in our sufferings, because we know that suffering produces perseverance; Romans 5:3

我想現在的苦楚,若比將來要顯於我們的榮耀,就不足介意了。羅馬書 8:18
I consider that our present sufferings are not worth comparing with the glory that will be revealed in us. Romans 8:18

因為你們蒙恩,不但得以信服基督,並要為他受苦。腓立比書 1:29
For it has been granted to you on behalf of Christ not only to believe in him, but also to suffer for him. Philippians 1:29

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