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Interrupts are a common occurrence in the work environment. We are pulled every which way throughout the day... a meeting here, a meeting there. Next, emails and instant messages bombard us, not to even mention phone calls. How can any of us ever get any work done? I love the idea of the "do not interrupt" vest. I think we'd all be more efficient if we'd just disconnect ourselves from the world for a few hours a day! I just read Jonatahn Friesen's comment... good stuff there!
I believe its all relative. Customers are so accustom to bad service or experiences that they actually expect them (in certain markets). When a customer doesn't experience the negative aspects of the interaction they are surprised and actually take note. I know this is slightly different than what you're talking about, but some comparisons can be drawn. I'm sure we'd all love obvious positive experiences, but I'll settle for "not noticing".
Toggle Commented Oct 15, 2009 on On noticing that you don't notice at Bob Sutton
#2 and #3 of your dysfunctions were created in the company I work for purposely (it's an engineering firm). Management separated groups/departments that performed similar job functions and divided them among "studios" to foster competition. It remains to be seen if this will improve productivity and creativity, but overall the vibe seems to be negative. In my opinion the type of competition it has created is unhealthy and the lack of sharing and information hording is hurting the company.
Bob - thanks for the review of de Botton's management book. It looks like I'll have to pass on that one... I absolutely despise actions at the expense of others. From your review, de Botton's attitude towards the workers he studied is similar to a problem that plagues many business environments; the relationship between upper management/executives and "blue collar" workers is often one characterized by pomposity on behalf of the "white collars". That relationship must be improved on and management must engage employees for betterment of the company. Organizations which have satisfied employees that are recognized, rewarded, and appreciated are much better off in today's business environment.
Bob, Interesting topic and one I believe applies to everyone. In my opinion people usually have a higher opinion of their selves than others do. This trait is ingrained in their personality, along with defensive mechanisms, from the competitive environments we all are part of in our daily life. Being aware of others' opinion of you and being able to be critical of yourself could definitely go a long way in both your professional and personal life. I recently read an article from the Wall Street Journal that relates this subject and to my life as an MBA student; check it out of you have time: http://www.business.unr.edu/faculty/simmonsb/badm720/wsjmbaskills.pdf -Jeff