Multi-Tasking? Not!
There has been plenty written over the past several years about how proficient Millennials are at multi-tasking. This is attributed primarily to their ability to use the digital tools and toys that abound in our environment. Millennials, of course, have embraced this perception, since it gives them "legitimate" cover for remaining connected on the job with all kinds of friends. From all the prognostications we’ve heard, you would think that the entire phenomenon is "settled science."
Research, however, tells a different story. It turns out that multi-tasking impairs performance. Here’s some evidence. In one study, sixty-two undergraduate students attended a lecture on the principles of accounting. Half were asked to turn off their smart phones. After the lecture, all were given a quiz on the material. Those who had refrained from texting during the lecture scored significantly higher on the quiz.
In another study, researchers installed spyware on the laptops of 97 undergraduate students in a management class (with their permission). The students were encouraged to use "productive websites" related to the material being presented during the lectures. But the spyware also tracked the number of "distractive websites" being used such as social networking, games, photo sites and e-mail. Students had these distractive sites open 42% of the time. Those students using these sites while trying to listen to the lectures scored significantly lower on tests on the material presented. They also underreported the extent of their multi-tasking. There are other studies reporting similar impacts. Contact us if you wish to obtain the references.
So, what to do about the Millennials who are convinced that they can write a report, attend a meeting, Facebook with friends and eat a sloppy sandwich all at the same time? Here are a few practical ideas:
Supervise to the outcome. I would be the last person to try and persuade my kids or any other young person that they can’t do what they believe they can. You, and they, don’t have time for such a silly debate. Instead, determine clear and measureable outcomes for the work you have assigned.
Tell them that you will be benchmarking their progress/performance at specific intervals. Then watch what happens. You want to set the initial benchmarks fairly close together at the beginning. There is no need in waiting 30 days to find out that all that talk of multi-tasking is a mirage.
Prepare to have "the talk" when and if it becomes apparent that their multi-tasking does not produce the outcomes promised. This should not begin with the sentence, "I told you so." Self-discovery is the best way to learn. Simply ask, "What have you learned?" when their performance becomes an issue. Hopefully, they will reflect on their habits and come to the conclusion that their extra-curricular activities on the job are impairing their performance. If they don’t get it immediately, press them without revealing your thoughts. Most will draw the appropriate conclusion. Those who don’t may need a little more prodding.
Notice once again, that I am not suggesting that you indulge in a discussion/argument about their prowess at multi-tasking. This, in itself, wastes time. All of your focus should remain on the outcome. They either performed to expectations or they didn’t. Any other argument is irrelevant. Managing against a prevailing perception can be a difficult task. This is not so much a matter of forbidding behavior. That never works. It is a matter of encouraging those who think they can successfully multi-task to learn how to prioritize their time.
Case Study
I sell laboratory products into university and corporate research facilities. Over the past few years, a number of my long-time customers have left their organizations. In some cases, they’ve not been replaced. In others, they’ve been replaced by people half their ages. In all cases, these young people seem to be overwhelmed by the amount of work on their plates. In addition, their communication habits vary significantly from mine and I’m only 40. Our product catalog is on the Internet along with pricing for our commodity items. The more complex items have to be quoted because of their options and the customer’s needs. Two of the last five customers I’ve reached by phone have told me they expect to be able to order complex items on-line, much the same way as you can order a PC from a computer manufacturer. Even trying to reach them by phone is a nearly impossible task. So my opportunities to explain the reasons for meeting with them about these orders is limited. If you were in my shoes, what would you do?
I would suggest a combination of three approaches:
First, I would do more to verify your assumption that most, if not all, customers want to be able to order complex items on-line. A sample of two should not lead you to draw a strong conclusion. I would be careful, however not to plant a suggestion as you ask other customers for their input. Saying something like, "Would you like to be able order complex items on-line will likely get you a "yes" from most. At the same time, I would begin to examine how you can implement this type of ordering since over time it probably will become an expectation.
Second, I would craft a carefully worded e-mail explaining your company’s reasoning for having to meet with customers personally when selling these products. While you deal with the complexities of these products every day, chances are most customers are unfamiliar with these. If a customer contacts you and wants to know why an item cannot be ordered on-line, you can respond with this e-mail.
Thirdly, you might produce a short video explaining the customization process. Provide a tour of the product and its uses. Then identify and explain all the variables and choices customers will need to decide upon as they order. This will enable them to save some time and get a more complete picture of what is involved.
You may find that this is not as big an issue as you think at present. But advances in technology and changing customer expectations will impact this over time.
It’s Time . . .for a Little Change
We published the first GenTrends and sent it by "snail mail" 15 years ago. Since then, it’s evolved from paper to pdf to html email — adapting to the way that you want to receive it.
Starting next month, GenTrends will have a new look and feel. We know how busy you are so we’ll get straight to the point by featuring one article in each publication – formatted so that you can read, listen and watch in less than 5 minutes. You’ll receive it just when you need it, twice monthly on the 1st and 15th.
The articles will address the issues that concern you the most, with less fluff and more stuff! Are you wondering how all of this will work? Be on the lookout for the next issue. . . you won’t be disappointed.
|
