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堅(jiān)持讓員工回辦公室,因?yàn)閹?kù)克有“心理盲點(diǎn)”?

Gleb Tsipursky
2021-07-30

在制訂復(fù)工或重返辦公室相關(guān)政策時(shí),商界領(lǐng)袖必須考慮到德?tīng)査兎N病毒的影響。

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圖片來(lái)源:Luis Alvarez—Getty Images

以色列一份最新報(bào)告顯示,新冠疫苗對(duì)德?tīng)査兎N病毒的有效性僅為39%,在此背景之下,重返辦公室辦公絕非明智選擇。對(duì)于其中風(fēng)險(xiǎn),我們務(wù)必要有清醒意識(shí):未來(lái)數(shù)月,德?tīng)査±A(yù)計(jì)將大幅增加。事實(shí)上,美國(guó)疾病控制與預(yù)防中心(CDC)正考慮要求接種過(guò)疫苗的民眾在室內(nèi)恢復(fù)佩戴口罩,推薦民眾接種加強(qiáng)針疫苗也已提上日程。

然而即便疫情高峰期居家辦公取得了良好成果,還有德?tīng)査僚暗膽n慮,但許多大、中型企業(yè)甚至聯(lián)邦政府仍在強(qiáng)制要求員工重返辦公室辦公。超過(guò)三分之一的員工已經(jīng)重返辦公室,預(yù)計(jì)其余員工大多將于夏末或秋季前半段重返辦公室,屆時(shí),學(xué)校將會(huì)重新開(kāi)放,德?tīng)査±龜?shù)量預(yù)計(jì)也將大幅飆升。

聯(lián)邦政府及諸多家喻戶曉的企業(yè)——蘋(píng)果、施樂(lè)(Xerox)、摩根大通(JPMorgan)、高盛(Goldman Sachs)、美國(guó)國(guó)際集團(tuán)(American International Group)和雅培(Abbott Laboratories)——為何要把員工的健康置于危險(xiǎn)之中呢?又為何眼見(jiàn)大量員工因被迫重返辦公室而選擇離職依然我行我素?

德?tīng)査±龜?shù)飆升之前,已有一系列針對(duì)員工對(duì)重返辦公室態(tài)度的深度調(diào)查顯示,如果無(wú)法獲得自己想要的工作安排,約有一半的員工寧愿選擇辭職。相關(guān)調(diào)查顯示,1/4到1/3的員工想全職遠(yuǎn)程工作,而超過(guò)一半的員工希望實(shí)施“混合辦公”模式,每周在辦公室工作一到兩天的時(shí)間。

由于雇主計(jì)劃強(qiáng)制要求員工重返辦公室辦公,許多人已經(jīng)辭去工作?,F(xiàn)在,出于對(duì)德?tīng)査《颈l(fā)的恐懼,勢(shì)必將有更多人因不愿承受突破性感染的健康風(fēng)險(xiǎn)而選擇離職。

而如此多的大型企業(yè)之所以未能注意到員工對(duì)工作偏好和健康問(wèn)題的關(guān)切,其根源在于所謂的“認(rèn)知偏見(jiàn)”(一廂情愿且危險(xiǎn)的判斷偏差)。這類心理盲點(diǎn)會(huì)讓領(lǐng)導(dǎo)者在進(jìn)行選擇時(shí)做出糟糕的戰(zhàn)略和財(cái)務(wù)決策,使其僅憑感覺(jué)和個(gè)人喜好而非最佳實(shí)踐制訂重返辦公室的政策。

其中,“正?;?jiàn)”(拒絕為一場(chǎng)從未發(fā)生過(guò)的災(zāi)難做準(zhǔn)備或做出反應(yīng))是導(dǎo)致領(lǐng)導(dǎo)者低估德?tīng)査±ぴ鐾{的最大原因,這種危險(xiǎn)的判斷偏差會(huì)讓我們低估破壞性事件發(fā)生的可能性及影響。

目前,已有明顯證據(jù)表明,自6月初開(kāi)始,德?tīng)査《疽褜?dǎo)致美國(guó)新冠感染人數(shù)大幅增加。此外還有明顯證據(jù)表明,自5月開(kāi)始,在英國(guó)、以色列等疫苗接種率高于美國(guó)的國(guó)家也出現(xiàn)了因德?tīng)査《緦?dǎo)致疫情升溫的情況。

大型企業(yè)一直對(duì)自己基于數(shù)據(jù)進(jìn)行決策的行為引以為榮。這些數(shù)據(jù)他們都有,甚至就在他們的眼皮底下,而且他們也沒(méi)有理由不清楚新冠感染病例爆發(fā)式增長(zhǎng)的危險(xiǎn),但他們依然對(duì)這種明顯存在的危險(xiǎn)置若罔聞,堅(jiān)持強(qiáng)制要求員工重返辦公室上班。

這就涉及到了另一個(gè)重要心理盲點(diǎn)——“計(jì)劃謬誤”。計(jì)劃謬誤會(huì)導(dǎo)致領(lǐng)導(dǎo)者作出過(guò)于樂(lè)觀的計(jì)劃,并在新證據(jù)已經(jīng)證明相關(guān)計(jì)劃并不明智的情況下拒絕改變。畢竟做出改變就意味著承認(rèn)自己最初做出了錯(cuò)誤決策。當(dāng)新出現(xiàn)的證據(jù)表明需要進(jìn)行改變時(shí),軟弱的領(lǐng)導(dǎo)者常常會(huì)拒絕承認(rèn)錯(cuò)誤,拒絕承認(rèn)自己的計(jì)劃有調(diào)整的必要,而強(qiáng)大的領(lǐng)導(dǎo)者則會(huì)展現(xiàn)出改變計(jì)劃的勇氣。

幸運(yùn)的是,我們看到了少數(shù)公司表現(xiàn)出了這種勇氣,只是很多改變只是小修小補(bǔ),并未觸及問(wèn)題核心。

例如,蘋(píng)果將重返辦公室的時(shí)間從9月推遲到了10月。而這種推遲一個(gè)月的做法則表明其未能弄清問(wèn)題的關(guān)鍵所在。不僅德?tīng)査兎N病毒的爆發(fā)將于10月到達(dá)頂峰,另一個(gè)更大問(wèn)題同樣需要我們注意。

蘋(píng)果和其他強(qiáng)制員工重返辦公室的大企業(yè)需要面對(duì)的現(xiàn)實(shí)是,一方面,疫苗的免疫力在接種數(shù)月之后會(huì)逐漸減弱;另一方面,比德?tīng)査兎N病毒威力更強(qiáng)的新病毒變種也在不斷出現(xiàn),可能是“德?tīng)査?”,也可能是其他類型。

考慮到未來(lái)較長(zhǎng)一段時(shí)間內(nèi)可能出現(xiàn)諸多與此相似的情況,德?tīng)査荒芩闶且粋€(gè)短期問(wèn)題。我們之所以不愿意面對(duì)這種顯而易見(jiàn)的困境則是因?yàn)橐环N學(xué)者們稱之為“鴕鳥(niǎo)效應(yīng)”的認(rèn)知偏見(jiàn)(訛傳鴕鳥(niǎo)會(huì)在面對(duì)危險(xiǎn)時(shí)將頭埋進(jìn)沙子之中,雖然事實(shí)并非如此,但該效應(yīng)卻因此得名)。一項(xiàng)針對(duì)董事會(huì)解雇首席執(zhí)行官的研究表明,否認(rèn)負(fù)面現(xiàn)實(shí)是首席執(zhí)行官遭到解雇的首要原因,有23%受訪董事會(huì)成員選擇該選項(xiàng)。

在重返辦公室這一問(wèn)題上,要克服正?;?jiàn)、計(jì)劃謬誤和鴕鳥(niǎo)效應(yīng),我們需要依靠經(jīng)過(guò)研究證明的最佳實(shí)踐。而對(duì)于大多數(shù)員工而言,所謂最佳實(shí)踐就是“混合工作模式”:每周在辦公室工作一兩天,有需要時(shí)則可以輕松轉(zhuǎn)為全職遠(yuǎn)程工作。如果有相當(dāng)一部分員工愿意全職遠(yuǎn)程工作,并且能夠高效完成任務(wù),那么何樂(lè)而不為呢?

借助這種最佳實(shí)踐,那些最適合在辦公室辦公的員工可以最大化受益于辦公室協(xié)作優(yōu)勢(shì),同時(shí)還能留住那些將因無(wú)法全職遠(yuǎn)程工作選擇離職的頂尖人才,并創(chuàng)建相應(yīng)的公司文化、體系和流程,讓所有員工都能在需要時(shí)全職開(kāi)展遠(yuǎn)程工作。(財(cái)富中文網(wǎng))

格列布?齊普斯基是前瞻規(guī)劃(future-proofing)和認(rèn)知偏差風(fēng)險(xiǎn)管理領(lǐng)域的思想領(lǐng)袖,目前在前瞻規(guī)劃咨詢公司——風(fēng)險(xiǎn)規(guī)避專家(Disaster Avoidance Experts)擔(dān)任首席執(zhí)行官,著有《重返辦公室領(lǐng)導(dǎo)混合式遠(yuǎn)程團(tuán)隊(duì):借助最佳實(shí)踐獲取競(jìng)爭(zhēng)優(yōu)勢(shì)的基準(zhǔn)手冊(cè)》(Returning to the Office and Leading Hybrid and Remote Teams: A Manual on Benchmarking to Best Practices for Competitive Advantage)等暢銷讀物。

譯者:梁宇

審校:夏林

以色列一份最新報(bào)告顯示,新冠疫苗對(duì)德?tīng)査兎N病毒的有效性僅為39%,在此背景之下,重返辦公室辦公絕非明智選擇。對(duì)于其中風(fēng)險(xiǎn),我們務(wù)必要有清醒意識(shí):未來(lái)數(shù)月,德?tīng)査±A(yù)計(jì)將大幅增加。事實(shí)上,美國(guó)疾病控制與預(yù)防中心(CDC)正考慮要求接種過(guò)疫苗的民眾在室內(nèi)恢復(fù)佩戴口罩,推薦民眾接種加強(qiáng)針疫苗也已提上日程。

然而即便疫情高峰期居家辦公取得了良好成果,還有德?tīng)査僚暗膽n慮,但許多大、中型企業(yè)甚至聯(lián)邦政府仍在強(qiáng)制要求員工重返辦公室辦公。超過(guò)三分之一的員工已經(jīng)重返辦公室,預(yù)計(jì)其余員工大多將于夏末或秋季前半段重返辦公室,屆時(shí),學(xué)校將會(huì)重新開(kāi)放,德?tīng)査±龜?shù)量預(yù)計(jì)也將大幅飆升。

聯(lián)邦政府及諸多家喻戶曉的企業(yè)——蘋(píng)果、施樂(lè)(Xerox)、摩根大通(JPMorgan)、高盛(Goldman Sachs)、美國(guó)國(guó)際集團(tuán)(American International Group)和雅培(Abbott Laboratories)——為何要把員工的健康置于危險(xiǎn)之中呢?又為何眼見(jiàn)大量員工因被迫重返辦公室而選擇離職依然我行我素?

德?tīng)査±龜?shù)飆升之前,已有一系列針對(duì)員工對(duì)重返辦公室態(tài)度的深度調(diào)查顯示,如果無(wú)法獲得自己想要的工作安排,約有一半的員工寧愿選擇辭職。相關(guān)調(diào)查顯示,1/4到1/3的員工想全職遠(yuǎn)程工作,而超過(guò)一半的員工希望實(shí)施“混合辦公”模式,每周在辦公室工作一到兩天的時(shí)間。

由于雇主計(jì)劃強(qiáng)制要求員工重返辦公室辦公,許多人已經(jīng)辭去工作?,F(xiàn)在,出于對(duì)德?tīng)査《颈l(fā)的恐懼,勢(shì)必將有更多人因不愿承受突破性感染的健康風(fēng)險(xiǎn)而選擇離職。

而如此多的大型企業(yè)之所以未能注意到員工對(duì)工作偏好和健康問(wèn)題的關(guān)切,其根源在于所謂的“認(rèn)知偏見(jiàn)”(一廂情愿且危險(xiǎn)的判斷偏差)。這類心理盲點(diǎn)會(huì)讓領(lǐng)導(dǎo)者在進(jìn)行選擇時(shí)做出糟糕的戰(zhàn)略和財(cái)務(wù)決策,使其僅憑感覺(jué)和個(gè)人喜好而非最佳實(shí)踐制訂重返辦公室的政策。

其中,“正?;?jiàn)”(拒絕為一場(chǎng)從未發(fā)生過(guò)的災(zāi)難做準(zhǔn)備或做出反應(yīng))是導(dǎo)致領(lǐng)導(dǎo)者低估德?tīng)査±ぴ鐾{的最大原因,這種危險(xiǎn)的判斷偏差會(huì)讓我們低估破壞性事件發(fā)生的可能性及影響。

目前,已有明顯證據(jù)表明,自6月初開(kāi)始,德?tīng)査《疽褜?dǎo)致美國(guó)新冠感染人數(shù)大幅增加。此外還有明顯證據(jù)表明,自5月開(kāi)始,在英國(guó)、以色列等疫苗接種率高于美國(guó)的國(guó)家也出現(xiàn)了因德?tīng)査《緦?dǎo)致疫情升溫的情況。

大型企業(yè)一直對(duì)自己基于數(shù)據(jù)進(jìn)行決策的行為引以為榮。這些數(shù)據(jù)他們都有,甚至就在他們的眼皮底下,而且他們也沒(méi)有理由不清楚新冠感染病例爆發(fā)式增長(zhǎng)的危險(xiǎn),但他們依然對(duì)這種明顯存在的危險(xiǎn)置若罔聞,堅(jiān)持強(qiáng)制要求員工重返辦公室上班。

這就涉及到了另一個(gè)重要心理盲點(diǎn)——“計(jì)劃謬誤”。計(jì)劃謬誤會(huì)導(dǎo)致領(lǐng)導(dǎo)者作出過(guò)于樂(lè)觀的計(jì)劃,并在新證據(jù)已經(jīng)證明相關(guān)計(jì)劃并不明智的情況下拒絕改變。畢竟做出改變就意味著承認(rèn)自己最初做出了錯(cuò)誤決策。當(dāng)新出現(xiàn)的證據(jù)表明需要進(jìn)行改變時(shí),軟弱的領(lǐng)導(dǎo)者常常會(huì)拒絕承認(rèn)錯(cuò)誤,拒絕承認(rèn)自己的計(jì)劃有調(diào)整的必要,而強(qiáng)大的領(lǐng)導(dǎo)者則會(huì)展現(xiàn)出改變計(jì)劃的勇氣。

幸運(yùn)的是,我們看到了少數(shù)公司表現(xiàn)出了這種勇氣,只是很多改變只是小修小補(bǔ),并未觸及問(wèn)題核心。

例如,蘋(píng)果將重返辦公室的時(shí)間從9月推遲到了10月。而這種推遲一個(gè)月的做法則表明其未能弄清問(wèn)題的關(guān)鍵所在。不僅德?tīng)査兎N病毒的爆發(fā)將于10月到達(dá)頂峰,另一個(gè)更大問(wèn)題同樣需要我們注意。

蘋(píng)果和其他強(qiáng)制員工重返辦公室的大企業(yè)需要面對(duì)的現(xiàn)實(shí)是,一方面,疫苗的免疫力在接種數(shù)月之后會(huì)逐漸減弱;另一方面,比德?tīng)査兎N病毒威力更強(qiáng)的新病毒變種也在不斷出現(xiàn),可能是“德?tīng)査?”,也可能是其他類型。

考慮到未來(lái)較長(zhǎng)一段時(shí)間內(nèi)可能出現(xiàn)諸多與此相似的情況,德?tīng)査荒芩闶且粋€(gè)短期問(wèn)題。我們之所以不愿意面對(duì)這種顯而易見(jiàn)的困境則是因?yàn)橐环N學(xué)者們稱之為“鴕鳥(niǎo)效應(yīng)”的認(rèn)知偏見(jiàn)(訛傳鴕鳥(niǎo)會(huì)在面對(duì)危險(xiǎn)時(shí)將頭埋進(jìn)沙子之中,雖然事實(shí)并非如此,但該效應(yīng)卻因此得名)。一項(xiàng)針對(duì)董事會(huì)解雇首席執(zhí)行官的研究表明,否認(rèn)負(fù)面現(xiàn)實(shí)是首席執(zhí)行官遭到解雇的首要原因,有23%受訪董事會(huì)成員選擇該選項(xiàng)。

在重返辦公室這一問(wèn)題上,要克服正?;?jiàn)、計(jì)劃謬誤和鴕鳥(niǎo)效應(yīng),我們需要依靠經(jīng)過(guò)研究證明的最佳實(shí)踐。而對(duì)于大多數(shù)員工而言,所謂最佳實(shí)踐就是“混合工作模式”:每周在辦公室工作一兩天,有需要時(shí)則可以輕松轉(zhuǎn)為全職遠(yuǎn)程工作。如果有相當(dāng)一部分員工愿意全職遠(yuǎn)程工作,并且能夠高效完成任務(wù),那么何樂(lè)而不為呢?

借助這種最佳實(shí)踐,那些最適合在辦公室辦公的員工可以最大化受益于辦公室協(xié)作優(yōu)勢(shì),同時(shí)還能留住那些將因無(wú)法全職遠(yuǎn)程工作選擇離職的頂尖人才,并創(chuàng)建相應(yīng)的公司文化、體系和流程,讓所有員工都能在需要時(shí)全職開(kāi)展遠(yuǎn)程工作。(財(cái)富中文網(wǎng))

格列布?齊普斯基是前瞻規(guī)劃(future-proofing)和認(rèn)知偏差風(fēng)險(xiǎn)管理領(lǐng)域的思想領(lǐng)袖,目前在前瞻規(guī)劃咨詢公司——風(fēng)險(xiǎn)規(guī)避專家(Disaster Avoidance Experts)擔(dān)任首席執(zhí)行官,著有《重返辦公室領(lǐng)導(dǎo)混合式遠(yuǎn)程團(tuán)隊(duì):借助最佳實(shí)踐獲取競(jìng)爭(zhēng)優(yōu)勢(shì)的基準(zhǔn)手冊(cè)》(Returning to the Office and Leading Hybrid and Remote Teams: A Manual on Benchmarking to Best Practices for Competitive Advantage)等暢銷讀物。

譯者:梁宇

審校:夏林

With vaccine effectiveness against the coronavirus Delta variant dropping to 39%, according to a new report from Israel, it’s pure folly to pursue a normal office return. Make no mistake about the danger: The Delta surge is forecast to grow much worse in the next few months. Indeed, the CDC is considering asking vaccinated people to wear masks indoors and moving toward recommending booster shots.

Yet many large companies and midsize firms, along with the federal government, are forcing employees who successfully worked from home during the height of the pandemic to return to the office. Over a third have already returned and most of the rest are slated to return by the end of summer or early-to-mid-fall, when schools will reopen and Delta cases will soar.

Why are the federal government and household-name companies—Apple, Xerox, JPMorgan, Goldman Sachs, American International Group, and Abbott Laboratories—putting the health of their employees at serious risk? And why are they practically guaranteeing mass employee flight as part of the Great Resignation prompted by pressure to return to the office?

After all, in-depth surveys of employee preferences on returning to the office—even before the Delta surge—show that about half are willing to quit if not given their preferred work arrangements. The surveys reveal that a quarter to a third of employees want full-time remote work, while over half want a hybrid schedule of a day or two in the office.

Many have already quit due to employer plans to force them back to the office. Fears over the Delta surge will undoubtedly prompt even more to quit rather than risk their health due to breakthrough infections.

The reason that so many large employers fail to listen to the concerns of employees, whether about their work preferences or their health, stems from the wishful thinking of dangerous judgment errors called cognitive biases. These mental blindspots lead to poor strategic and financial decision-making when evaluating options. They cause leaders to go with their gut and follow their personal preferences instead of relying on best practices for returning to the office.

The biggest threat in underestimating the Delta surge comes from the normalcy bias. This dangerous judgment error leads us to underestimate the likelihood and impact of disruptive events.

Consider that we already had clear evidence of U.S. COVID-19 cases caused by Delta beginning to surge in early June. We also had clear evidence already in May of a Delta-caused explosion of cases in countries with higher rates of vaccination than in the U.S., such as the U.K. and Israel.

Big employers pride themselves on making data-driven decisions. They have the data: It is right under their noses. And they don’t have the excuse of not knowing about the danger of an explosive growth in COVID cases. Yet despite the clear and present danger of Delta, they’re insisting on forcing their employees back to the office.

Another major mental blind spot at play, the planning fallacy, causes leaders to make overly optimistic plans and refuse to change them despite new evidence showing their folly. After all, changing your plans implies that you got them wrong in the first place. Weak leaders frequently refuse to admit they are mistaken and to acknowledge the need to change their plans. By contrast, strong leaders show the courage of changing their minds when new evidence shows a need to pivot.

Fortunately, a small number of companies are showing the courage to revise their plans. Yet many of these revisions are Band-Aids rather than true pivots.

Apple, for instance, delayed the return to the office from September to October. Yet this one-month delay shows that Apple just doesn't get it. Not only is the Delta variant slated to peak in October, but there’s a bigger issue at hand.

Apple and the other large employers forcing employees back to the office need to face the reality that vaccine immunity wanes in a few months. At the same time, new variants are emerging, such as Delta Plus, which might be even worse than Delta.

Delta is a short-term issue with a long-term tail of multiple, similar scenarios. Not facing this patently obvious unpleasant reality stems from a cognitive bias scholars call the ostrich effect, after the mythical notion that ostriches bury their heads in the sand when facing danger. Research suggests that denying negative reality is a top cause of CEOs getting fired, cited by 23% of members of boards of directors that terminated their CEOs.

Overcoming normalcy bias, planning fallacy, and the ostrich effect in the return to the office requires relying on research-based best practices. That means a mainly hybrid model of a day or two in the office for most employees, who should be able to move easily to full-time remote work when needed. A substantial minority of employees should work full-time remotely, if they wish to do so and demonstrate effectiveness.

This best-practice setup maximizes the benefits of in-office collaboration for those employees who benefit from it most while retaining top talent that would leave if not permitted full-time remote work, and creates a company culture, systems, and processes that facilitate full-time remote work when needed for all employees.

Gleb Tsipursky is a thought leader in future-proofing and cognitive bias risk management, serves as CEO of the future-proofing consultancy Disaster Avoidance Experts, and is a best-selling author of several books, including Returning to the Office and Leading Hybrid and Remote Teams: A Manual on Benchmarking to Best Practices for Competitive Advantage.

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