One of the most persistent challenges that managers face these
days is “initiative overload” – having too many projects on the plate
and not enough time to get them done. If you’ve ever found yourself
working long days and weekends, and still not feeling caught up with
your workload, then you know what I mean. What’s worse is that there
doesn’t seem to be any let up. It’s not as if we can get through a
particular period of time and then things will calm down. In a
conversation with a senior executive recently, I asked whether there was
a season of the year that was quieter than others, when she could get
away and not worry about work – and she sadly replied, “Not really.”
Why the deluge of work that feels so overwhelming? Three reasons stand out – as do some thoughts about how to better cope.
We
all know that a big reason for this overload is the surge in
expectations that’s tied to a technology-enabled and connected global
economy. As email, texting, instant messaging, teleconferencing, and
other electronic communications have become indispensable, people have
grown conditioned to expect fast, if not instantaneous, responses to
almost everything. For example, a recent study found
that when consumers contact companies through social media, 42% expect a
response in one hour or less, and 67% expect a response the same day.
The same seems to be true with work assignments in companies: Customers
and managers expect much more rapid turnaround times for getting things
done. And as people try to work faster, they end up taking on more and
more – and less gets finished.
Another factor that drives
initiative overload is the inability, or fear, that many managers have
of saying “no.” To “please” their bosses, most people don’t push back on
new projects or assignments – even those that seem overwhelming, poorly
structured, or have unrealistic time lines. And in recent years, this
kind of behavior has been exacerbated by the economic climate and the
focus on cost-cutting in many organizations. At a time when many people,
including good performers and long-tenured employees, are losing their
jobs, everybody wants to give the impression that they are essential. So
the more work you take on, the better.
Third, people aren’t just
more anxious about turning down or questioning assignments – there is
actually more work to be done by fewer people. Most organizations that
have cut costs and jobs have not simultaneously eliminated work or
streamlined processes. Instead, they assume that the remaining people
will pick up the slack, which results in even more overload. With fewer
people available to tackle new initiatives, many of these, no matter how
exciting and important they are, simply remain on to-do lists and never
get done, creating even more frustration.
Given this situation, the response of many managers is to work harder and longer. That’s why work time bleeds
more and more into family and vacation schedules, and why many people
never feel a sense of accomplishment, that they have actually gotten
something done and can now regroup. We’re all on the I Love Lucy assembly line, and we’re afraid that if we take a deep breath, the chocolates will start falling off.
There are, however, a few alternatives that might help you get off the assembly line – or at least slow it down.
First,
don’t assume that the expectation to respond immediately to colleagues
and customers applies all the time and is non-negotiable. Sure, simple
questions or requests for data can be answered right away; but for more
complex or involved issues, let people know when you will be able to get
back to them rather than allowing them to think that you’ve bumped
their request to the top of your queue. Creating these kinds of
personal “service-level agreements” (as one client calls them) conveys
immediacy, but doesn’t force you to drop everything whenever a new
request comes over the transom.
Second, if you’re hesitant to say
no to a new project, take a step back. Make a quick inventory of all the
initiatives that you are working on, and do some back-of-the envelope
analysis to note how long each will take, what the deadlines and
milestones are, and what strategic impacts you expect. Then talk to your
boss about timing and priorities – what’s realistic and important to
get done, by when. Sharing the “data” and making your workload
transparent should make it easier to push back – and buy you time to
finish all the initiatives you’ve started. You might even suggest to
your boss that you go through this exercise as a team, so that you can
collectively assess the initiative inventory, identify redundancies, and
make shared decisions about what does and doesn’t deserve someone’s
time. In doing this, remember that initiatives keep coming, just like
the chocolates in the assembly line, so you may have to revisit this
exercise every month or two.
Finally, if your company has had
significant downsizing but hasn’t proportionately streamlined or
eliminated basic work, pull together your team (or encourage your boss
to do so) to take a fresh look at the core work processes. For example,
one downsized team realized that they were still putting just as much
effort into small dollar amount transactions as larger ones – which was
no longer realistic with fewer people. They then devised a way of
bundling the small transactions into batches, which freed up resources
to work on the higher-value deals.
The key here is to realize that
many organizations just assume that if you eliminate a few people from a
team, the remaining members will pick up the increased workload
naturally. But without some creative collective thinking, this usually
means that at least some team members work harder or longer, which is
neither fair nor sustainable. There is no standard or easy solution to
this challenge, but ignoring it is a prescription for frustration and
overwork.
In short, while initiative overload seems to be a fact
of life these days in many organizations, it doesn’t have to be this
way. Instead of being a victim of the faster pace and the reduced
resources, take the initiative to control your initiatives.
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Ron Ashkenas' blog post on Forbes. Join the discussion.