The revolutionary art of fixing the thing people are complaining about

Happy Friday!

星期五快乐！

We made it through the week.

我们熬过了这一周。

Friday posts are for paid subscribers and offer behind-the-curtain lessons that hopefully either help you in your job (we know a lot of you are in public health, health care, and community-based organizations) or pique your curiosity about the mental model of YLE.

周五的帖子面向付费订阅者，提供幕后课程，希望对您的工作有所帮助（我们知道你们中的很多人都在公共卫生、医疗保健和社区组织中工作），或者激起您对 YLE 心理模型的好奇心。

I bet you thought about raising your hand.

我打赌你想过举手。

You’re not alone.

你并不孤单。

New York City had a massive pothole problem.

纽约市存在严重的坑洼问题。

One pothole outside a resident’s home got so deep that one woman joked on Twitter that you could see archaeological layers of cobblestones in it.

一位居民家外的一个坑洞太深了，以至于一名妇女在推特上开玩笑说，你可以看到里面有考古学的鹅卵石层。

Literally.

字面上地。

Potholes are annoying, frustrating, damaging (ruining cars), and unsafe (forcing people to swerve into traffic).

坑洼令人烦恼、令人沮丧、具有破坏性（毁坏汽车）并且不安全（迫使人们转向交通）。

They are a constant, visible reminder of a city’s inefficiency.

它们不断地、明显地提醒人们城市的低效率。

This seems like a very small, niche problem, but instead of brushing it off, NYC made it a priority.

这似乎是一个非常小、利基的问题，但纽约市并没有忽视它，而是将其作为优先事项。

And tackled it with a simple premise: fill potholes.

并通过一个简单的前提来解决这个问题：填补坑洼。

Show that the government works for the people and can deliver on what they care about.

表明政府为人民服务，能够实现他们关心的事情。

And that’s what they did.

这就是他们所做的。

The city just filled the 200,000th pothole in six months.

该市在六个月内刚刚填平了第 20 万个坑洼。

There was no magic involved.

没有涉及任何魔法。

They didn’t fix the highway, repair the bridges, or the infrastructure at large, but they fixed something that impacted people’s everyday lives.

他们没有修复高速公路、桥梁或整个基础设施，但他们修复了一些影响人们日常生活的东西。

The city government simply listened with purpose, and acted on it.

市政府只是有目的地倾听，并采取行动。

In doing so, they earned goodwill, a reputation for responsiveness, and ultimately, trust.

通过这样做，他们赢得了善意、响应能力的声誉，并最终赢得了信任。

Everyone in our professional world seems to be asking the same question over and over again: “How do we rebuild trust in [INSERT: health, public health, health care, academia, media, professional societies, each other]?”

我们职业界的每个人似乎都在一遍又一遍地问同样的问题：“我们如何重建对[插入：健康、公共卫生、医疗保健、学术界、媒体、专业协会、彼此]的信任？”

It makes us want to scream.

这让我们想尖叫。

Because it’s simple.

因为它很简单。

Trust isn’t declared; it’s earned over and over and over again through a set of acts that make something or someone trustworthy .

信任没有被宣告；它是通过一系列使某事或某人值得信赖的行为一次又一次地获得的。

Trustworthiness means responsiveness, consistency, transparency, being human, admitting to mistakes, and actually executing .

可信意味着响应能力、一致性、透明度、人性化、承认错误和实际执行。

Trust in systems (and each other) has been eroding for years (decades?) in the U.S. because people are being repeatedly failed by the systems around them.

在美国，对系统（以及彼此之间）的信任多年来（几十年？）一直在削弱，因为人们不断被周围的系统所辜负。

Just look at the opioid epidemic, crippling health care costs, having to drive hours to get to a hospital, and the list goes on.

只要看看阿片类药物的流行、高昂的医疗费用、必须开车几个小时才能到达医院等等，这样的例子不胜枚举。

And yes, bad actors intentionally sow doubt, too.

是的，坏人也会故意散播怀疑。

Listen .

听 。

Like, truly listen to the concerns, frustrations, hopes, and dreams of families, neighbors, and communities.

比如，真正倾听家庭、邻居和社区的担忧、挫折、希望和梦想。

Many are trying to do better, but listening may not be what it sounds like.

许多人试图做得更好，但倾听可能并不像听起来那样。

Let me explain…

让我解释一下……