Multitasking: How it affects our interactions

In recent years, much has been written about multitasking or task-switching and its downfalls. More than enough evidence exists around productivity levels and how they suffer when attention is compromised. Nevertheless, we write, report, input, calculate, review, plan, organize, etc., all while responding to the phone call, email, instant message, text, or reminder.

I’ve never known a work environment where multitasking wasn’t expected. These days, to add to the issue of broken focus, modern technology has made it so that colleagues and bosses (not to mention friends and family members) expect immediate attention. It’s simply not possible to shut down the alerts and the notifications and focus fully on the task at hand. And so all day long we start…we stop…we start…we stop…ping…ping…ping.

To those who are measuring our output, the numbers matter. Errors and unmet goals are tangible things that we can address and change. I am more concerned, though, with the immeasurable: the quality of our interactions, both with each other and with the people we serve.

Think of the last time you were in a meeting with your boss or your colleagues. How many times was attention drawn away from the discussion and toward the incoming email or instant message? How many times did the smart phone go off?

Think of the last time you spoke to a service representative, or the last time you helped a customer. Was the hold button pushed to handle another call? Did anyone have to repeat themselves? Were emails, instant messages, or other interactions taking place during your conversation?

Multitasking is an issue for the bottom line. But I submit that the real tragedy is in our broken communication. Neither the multitasker nor the multitasked walks away from half-spoken or half-heard conversations feeling fully understood or heard. And no script, survey or colorful customer excellence campaign measures up to what’s actually needed in these and every interaction: your Undivided Attention.

Attention is your gift.

If you’re reading this, friend, I invite you to invite this gift back into your life. We can start a movement. A “One-Conversation-At-A-Time” movement. No marching or petitions are necessary. Just the full focus of your eyes, mind, ears and heart on the person right in front of you, whose need is your priority, all for the duration of exactly one conversation.

Up to the challenge? Of course you are. Let me know how it goes.