Tuesday, April 23, 2013

Procrastination Nation


If you procrastinate, you're clearly not alone.   Research published in the North American Journal of Psychology (2005) found that 10% of respondents in the United Kingdom, the United States, and Australia were chronic procrastinators.

It's been said that procrastination is a conflict between what one should do versus what one wants to do.  It reflects our effort to escape a problem of some sort rather than address it.

There are different reasons why people procrastinate, and thus different types of procrastination.  To tackle procrastination, it helps to know exactly what type you're dealing with.

Decisional Procrastinators
These people have a difficult time making decisions, which causes them to postpone taking action. 
Tip:  If you're having trouble choosing between two alternatives, maybe you need more data, or perhaps there is a third option you should be considering.

Avoidant Procrastinators
People who are insecure about their performance or fearful that their flaws will be revealed may avoid starting or completing a task. 
Tip:  If the task at hand puts your self-esteem on the line, don't dwell on producing a final, finished product.  Instead, establish some forward momentum by focusing on an initial draft version.

Perfectionistic Procrastinators
These folks delay finishing a task because they keep trying to make it better.  I had a classmate in graduate school who took almost a year longer to get his degree because he simply could not stop revising and refining his dissertation - even when his advisors told him that it was just fine!
Tip:  Remember that perfection is as much in the eye of the beholder as it is in the eye of the procrastinator.  Others might find your finished product to be compelling, useful, and/or satisfying. Why make them wait to see it?

Arousal Procrastinators
These individuals delay the start or completion of a task because they don't find it interesting or thrilling enough.  If you've ever tried to get a teenager to mow the lawn or asked an employee to fill out an expense report, you understand the concept.  Even if the task is relatively captivating or important, arousal procrastinators will frequently drag their heels.  They seem to get a "rush" out of racing to beat approaching deadlines.  As my nephew once proudly declared, "if it wasn't for the last minute, nothing would ever get done!"
Tip:  Threats and punishment don't do very much to extinguish this behavior.  You may accomplish more by modifying the situation to create alternative rewards.  For example, if you have employees who are chronically late turning in expense reports, why not sponsor a competition to see who can develop an easier, more automated report system?

Thursday, January 17, 2013

Did you find everything you were looking for?


A friend shared the following story about his experience at a major food and housewares retailer in downtown Chicago.  As he was checking out, this is the exchange he had with the cashier:

Cashier:  “Did you find everything you were looking for?”

Friend:  “No.”

Cashier:   (silence, accompanied by a bored look)

Friend:  “Don’t you want to know what I couldn’t find?”

Cashier:  (silence, accompanied by a puzzled look)

Friend:  “I said, don’t you want to know what I couldn’t find?”

Cashier:  “o.k.”

Friend:  “I couldn’t find cumin, it’s a spice.”

Cashier:  “I never heard of that.”

We can excuse her for not knowing what cumin is, but more to the point she didn’t seem to know why she entered into this conversation to begin with.  She was trained to ask “did you find everything you were looking for?” but she didn’t appear to grasp the reason for asking.  Had it ever been explained to her?  Had she ever been told about what to do if a customer responded “no” as my friend did?  It sure didn’t look that way.  It’s too bad, because just giving her a one-question script demeans her intelligence, and it creates an empty, pointless encounter for both parties.  

This incident highlights the importance of making sure that employees understand why certain policies and procedures are in place.  How many practices do your people apply haphazardly, incorrectly, or indifferently because they don’t appreciate the business rationale behind them?