Equature Call Recording Quote of the Week - Flow
Focused attention is a true sign of flow in an activity you do. Flow by this definition is being in the zone. Have you ever done a task you really enjoy and lose track of time? This is the essence of flow. You see this all the time when watching professional sports. Athletes get in the zone and they perform at very high levels.
Flow is an interesting concept because if you can find flow in the work you do then you will be much happier. This balance is where work and play becomes the same thing. This is ideal for peak performance and an engaged workforce.
Equature Quote of the Week:
Effort shows you care about something.
Google has a concept known as 20% time where their people can work on any task they want to. They can create game software or any type of product they are interested in. The only caveat is they have to create something. If any of you use Gmail then this email platform was created in the 20% time.
This notion of 20% time is counter intuitive to standard management theory because you are basically giving up one day out of every five and on paper that costs a ton of money. Highly innovate companies know the difference and this is why you see this type of autonomy from market leaders.
The question for dispatch supervisors and team leaders is how can you match up performance tasks in your center with the passion of your team members? There are several things to do and the first is to frame the position correctly. Framing the position in full detail and then aligning candidates to the position is the first step in hiring correctly. Multi-tasking is a requirement for dispatching. Having somebody how concentrates hard on one task at a time is not ideal for the job. This should be communicated up front. Team member engagement is the Holy Grail of performance and aligning performance task with love of the work creates flow. When flow happens, you have a team member for life.
What is your take on this? Please comment.