第79章 人们为什么会对服务人员发脾气

Why People Lash Out at Service Workers

人们为什么会对服务人员发脾气

By Kate Morgan

Whether we're willing to admit it， most people have treated a service worker poorly， at least to some degree. We've said things we regret to a customer-service representative， a flight attendant， a cashier or barista， usually sparked by something not that person's fault， or not in their control.

不管你是否愿意承认，大多数人或多或少都对服务人员发过脾气。我们都曾对客服、空乘、收银员或咖啡师说过一些让自己事后后悔的话，尽管事情的起因通常并非对方的过错，或者并不是他们能控制的。

Generally， humans are pretty inflexible. When routines get altered， this can unnerve people and spike agitation. That undercurrent of stress has a tendency to boil over during mundane tasks， like grabbing coffee or a meal. That means a service worker can often be the person in the line of fire: suddenly， you're snapping at a waitress who's just trying to serve you some pancakes.

一般来讲，人并不擅长变通。一旦例行常规发生变动，就会让人紧张、烦躁。这种潜在的压力很容易在买咖啡或点餐等日常琐事中爆发。这就意味着，服务人员通常会成为你的“出气筒”：你会突然冲餐厅女服务生发火，而她只不过给你端上松饼而已。

This is because people who aren't in service positions can feel superior to people who are， and it's much easier to punch down.“Even though we shouldn't look at one occupation being higher in terms of a hierarchy than another， you naturally can fall into that trap and assume that you're superior，“ says Reena B Patel， a psychologist and behaviour analyst.

这是因为面对服务人员，不从事服务工作的人会有一种优越感，很容易做出仗势欺人的事。心理学家兼行为分析师丽娜·B·帕特尔（Reena B Patel）表示：“尽管我们不应认为某一种职业的地位高于另一种职业，但是你会不自觉地陷入这种思维陷阱，认为自己更为优越。”

You can make sure your better angels remain in control， she says， by using a person's name， instead of just thinking of them as a stranger you'll never have to speak to again.“Even though you're upset， you're acknowledging – and reminding yourself – that they're a human， and they have feelings.“

帕特尔谈到，你要确保自己本性中善的一面发挥主导作用；要想做到这一点，你可以用对方的名字来称呼他们，而不是把他们当成再也说不上话的陌生人。“即使很生气，你也要承认并提醒自己：他们也是人，他们也有感情。”

人们为什么会对服务人员发脾气

【拓展】

哈佛大学心理学教授史蒂芬·平克（Steven Pinker），着有The Better Angels of Our Nature: Why Violence Has Declined（《人性中的善良天使：暴力为什么会减少》）。书中提到，人有四种与生俱来的美好品质（better angels），分别是：同理心（empathy）、自制力（self-control）、道德感（moral sense）和理性（reason）。

这些better angels是促使暴力在人类文明中不断减少的重要内因。

生词好句

1.lash out at somebody

（口头上）怒斥，猛烈抨击；（肢体上）痛打，下狠手

拓展:

Why are you lashing out at me for a fault of your own?

你自己犯的错，冲我撒什么气？

The cat will lash out at you if you get too close.

你要是靠得太近，这只猫会抽不冷给你一下子。

2.whether somebody is willing to admit it

不管某人承不承认......（用于强调情况的真实性，往往引出的是人们不愿意面对的情况）

拓展:

Whether you’re willing to admit it， you still have feelings for her.

不管你承不承认，你还喜欢她。

3.at least to some degree

或多或少

4.customer-service representative

客服人员，客户服务代表（缩写为CSR）

5.barista

英[b??ri?st?]美[b??ri?st?]

n.（源自意大利语）咖啡师（a person who makes and serves coffee in a coffee bar）

6.spark

英[spɑ?k]美[spɑ?rk]

v.引起，触发

拓展:

近义词：trigger， prompt， provoke

7.unnerve

英[?n?n??v]美[?n?n??rv]

v.使紧张、恐惧、丧失信心（to make sb feel nervous or frightened or lose confidence）

拓展:

un-：前缀，表示否定

nerve：词根，表示神经、勇气、气魄

His silence unnerved me.

他一句话不说，搞得我有点慌。

8.agitation

英[??d???te??n]美[??d???te???n]

n.焦虑，烦乱

拓展:

in a state of agitation 处在焦虑的状态中

9.undercurrent

英[??nd??k?r?nt]美[??n.d?r?k??r?nt]

n.（通常指负面的）潜在的情绪（a feeling that people do not express openly）；（本义）暗流

拓展:

undercurrent of anxiety 潜在的焦虑

There is an undercurrent of anxiety just below the calm surface.

波澜不惊的外表下是暗流涌动的焦虑。

10.boil over

（情绪）控制不住，爆发；（液体）沸溢，煮溢

拓展:

All the bitterness of the last two years seemed to boil over.

过去两年积攒的所有痛苦似乎一下子都发泄出来了。

11.mundane task

日常琐事

12.in the line of fire

易遭到批评（或攻击、抛弃）

拓展:

The scandal has put him in the line of fire.

这则丑闻让他成了众矢之的。

13.snap at somebody

斥责（某人）

拓展:

近义表达：lash out at somebody

14.feel superior

（含有贬义色彩）有优越感

拓展:

He only helps us because it makes him feel superior.

他帮助我们，仅仅是因为这让他觉得高人一等。

15.punch down

欺负弱小，仗势欺人（to attack or criticize someone in a less powerful position）；向下出拳

拓展:

punch v.用拳头打击

Punch up; don’t punch down.

可以向上吐槽，但不要向下嘲讽。

16.hierarchy

英[?ha??rɑ?ki]美[?ha?rɑ?rki]

n.等级制度

拓展:

social hierarchy 社会等级

corporate hierarchy 公司职级

She worked her way up through the corporate hierarchy to bee president.

她一步步晋升到了总裁的位置。

17.better angels

善良的天使

拓展:

英语中的常用比喻，指人性中善良、正义、积极的各种面向，通常用复数形式。

The better angels in America will prevail.

—Joe Biden

美国的“善良天使“终将获胜。

——乔·拜登

Via：友邻优课app