加强员工之间的交流是办公场所室内设计的一大目标。于是格子间的挡板越来越低,办公室也不再设门,公共咖啡吧和零食吧也多了起来。不过同其他的大型社交试验一样,开放型的办公室也会产生意想不到的弊端:烦人的、影响工作效率的干扰。
The big push in office design is forcing co-workers to interact more. Cubicle walls are lower, office doors are no more and communal cafes and snack bars abound.
虽然人们常常将办公场所的干扰归咎于邮件和短信,但其实最普遍的干扰来自于同事。《组织研究》(Organization Studies)杂志2011年发表的一篇研究论文指出,人际干扰所占的比例比邮件和电话造成的干扰占比高了三分之一,员工会更为随意地对后两者延迟回复或予以忽略。
Like most grand social experiments, though, open-plan offices bring an unintended downside: pesky, productivity-sapping interruptions.
今年早些时候发表的一篇研究论文指出:经常受扰会导致过劳率上升、压力引发的病痛增加、错误率翻倍。
The most common disruptions come from co-workers, as
tempting as it is to blame email or
instant messaging. Face-to-face interruptions
account for one-third more intrusions than email or phone calls, which employees feel freer to defer or ignore, according to a 2011 study in the
journal Organization Studies.
询问邻座同事是很自然的事,比如说,问一下怎样调整表格,或者去哪儿吃午饭。不回答会显得不礼貌,但是这些干扰又的确会影响人专注工作。
Other
research published earlier this year links
frequent interruptions to higher rates of exhaustion, stress-induced ailments and a doubling of error rates.
补救的方法有很多。比如有的人选择戴耳机,有的人发明了提醒别人“请勿打扰”的信号标记,比如带上帽子或臂带,或者给他们的小隔间拉上路障胶带。现在越来越多的企业开始培训员工改变交流方式,并且限制临时会议的数量。
It's easy to turn to a neighbor for, say, tips on how to tweak a spread sheet or where to go for lunch. But such interruptions -- which many feel it would be rude to
rebuff --
nibble away at the
ability to stay on task.
加州大学欧文分校(University Of California, Irvine)的研究显示:坐在隔间的员工比坐在单间的员工受到的干扰多29%。《组织研究》发表的那篇论文指出,在某电信公司,小隔间的员工之间的交流常常在每天下午两点半到四点间达到高峰,员工们有的开始播音乐,有的透过小隔板讨论或者在各自的座位前走来走去。
There's a range of compensating behaviors. Some wear headphones. Some
invent 'do-not-disturb' signals like wearing hats or armbands, or stretching yellow barricade tape around their cubicles. More employers are training co-workers to
communicate differently, and to limit unscheduled meetings.
这些行为导致的损失也不小。《国际压力管理杂志》(International Journal of Stress Management)最近发表了一项针对252位成年人的调查的论文,论文指出,那些常常受到干扰的员工的过劳率增加了9%,这个数字已经十分接近由过度工作负荷导致过劳率上升12%的程度了。论文还指出,同事间干扰还导致偏头痛、背痛等疾病发病率提高了4%。
Employees in cubicles are interrupted 29% more often than those in private offices,
research from the University of California, Irvine, shows. Intercubicle
traffic at one telecommunications company peaked daily from 2:30 p.m. to 4 p.m., when employees played music, talked over cubicle walls or walked among each other's desks, according to the
research published in Organization Studies.
受到干扰后错误率就会飙升。最近一项研究邀请了300名参与者进行一系列的电脑任务,例如在敲击键盘后判断一个字母究竟是靠近字母表的开端还是结尾。在受到时长仅为2.8秒的干扰后,他们在敲击两个字母时的错误率竟高达两倍。该研究论文发表于《实验心理学研究杂志:总论》(Journal of Experimental Psychology: General)。
Such patterns can be costly. Employees who
experiencedfrequent interruptions reported 9% higher rates of
exhaustion -- almost as big as the 12% increase in
fatigue caused by oversize workloads, according to a
survey of 252
working adults published recently in the International Journal of Stress Management. Interruptions also sparked a 4% increase in
physical ailments such as migraines or backaches, says the study.
这项研究的主要作者、东兰辛(East Lansing)密歇根州立大学(Michigan State University)的心理学教授埃里克·奥尔特曼(Erik Altmann)说:“两秒钟就足够让人们走神了。”
Error rates skyrocket after interruptions. Participants in a recent 300-person study were asked to perform a
sequence of
computer tasks, such as identifying with a keystroke whether a letter was closer to the start or the end of the alphabet. After even a brief
interruption of about 2.8 seconds, when they were asked to type two letters, the subjects made twice as many errors, says the study in the Journal of Experimental Psychology: General.
更严重的是,通常人们需要超过25分钟的时间才能从干扰中恢复工作状态。讲述生产效率的《人件》(Peopleware)一书的作者汤姆·迪马可(Tom DeMarco)说,为写作该书进行的一项针对800名员工的调查显示,在回归到类似设计或编程这样复杂的工作中时,还需要额外的15分钟才能恢复到被打扰之前的那种专注度和“流畅度”中。《人件》如今已经出第三版了。
'Two seconds is long enough to make people lose the thread,' says Erik Altmann, a
psychology professor at Michigan State University in East Lansing, and the study's lead author.
奥尔特曼博士的另外一项研究显示,在受控的实验室条件下,人们在受到干扰后的15秒内就能够较快地回到复杂的电脑任务当中,但是基本上没有人会在受到干扰后直接着手开始困难的工作。研究显示,大部分的员工都会先做其他的两项或更多的任务。奥尔特曼博士说:“回到原来的状态需要付出努力,工作让人生厌,所以你会先去查一下电子邮件。”
To make matters worse, it takes more than 25 minutes, on average, to resume a task after being interrupted. After resuming a
complex task such as design or programming, says Tom DeMarco, co-author of 'Peopleware,' a book on productivity now in its third edition, it takes an
additional 15 minutes to
regain the same
intense focus or 'flow' as before the interruption, based on an 800-employee study for the book.
对于某些工作来说,走神会带来非常严重的后果。斯科特·海斯勒(Scott Heisler)是一名注册护士,也是加利福尼亚州奥克兰市(Oakland)非盈利健康计划以及医疗体系的创新专员,他说,凯泽永久医疗集团(Kaiser Permanente)旗下24家医院的护士在给病人配药时,都会穿戴亮色的腰带或者马甲来避免干扰。
While another study by Dr. Altmann found people
working in controlled
laboratory conditions were
capable of getting back up to speed on
complexcomputer tasks within 15 seconds of being interrupted, few people
actually dive right back into a demanding task after an intrusion. Most employees attend to two or more other tasks first,
research shows. 'It takes effort to get back into it. That work is aversive, so you start checking your email,' Dr. Altmann says.
他说部分凯泽医院还会专门在药房附近用红色地板警示胶带或者不同颜色的地砖设立“勿打扰区域”。他说凯泽永久集团是从联邦监管部门为航空业设置的“静默驾驶舱法则”中得到了灵感。这项法则规定,在诸如起飞和着陆这样的关键时刻不能打扰飞行员。
In some professions, breaks in
concentration can result in serious consequences. Nurses at 24 Kaiser Permanente hospitals wear bright-colored sashes or vests to prevent interruptions while they are preparing medications for patients, says Scott Heisler, a registered nurse and
innovationspecialist for the nonprofit health plan and hospital
system based in Oakland, Calif.
针对小隔间工作人员这个市场,现在有许多稀奇古怪的解决方案。加利福尼亚州 何塞(San Jose)一家名叫“隔间保镖”(CubeGuard)的公司出品了一种荧光黄色的“请勿打扰”塑料隔离胶带,专门用来封锁办公隔间的入口。
Some Kaiser hospitals also mark off 'no-interruption zones' near medication dispensaries, using red floor tape or different-colored floor tiles, he says. Mr. Heisler says Kaiser got the idea for the
program from
federal regulators' 'sterile-cockpit rule' for the airline industry, which prohibits interrupting pilots during
critical times, such as takeoffs and landings.
每年有超过6,500人都会从MindTools.com下载一款叫“干扰者登记报表”的免费软件。MindTools是一家提供职业技能信息的网站,其首席执行长詹姆斯·曼克特洛(James Manktelow)说,这个软件可以帮助他们分析干扰源,以便帮助他们根除或识别这些干扰源以节约时间。
A
variety of quirky solutions are being marketed to cubicle dwellers. CubeGuard, of San Jose, Calif., makes neon-yellow plastic 'do not disturb' barricade tape, to block off cubicle entries.
研究表明,能够帮助人们更快重回工作状态并减少错误率的一个方法是标注出工作被打断的地方,可以用一个显眼鲜明的标记,比如一个红箭头,标出下一步的工作内容。
More than 6,500 workers each year download a free 'Interrupters' Log Worksheet' from MindTools.com, a career-skills website, to help them analyze the sources of interruptions and either
eliminate or reorganize them to save time, says James Manktelow, chief
executive of Mind Tools.
来自丹佛的效率培训师及作家劳拉·斯塔克(Laura Stack)建议人们可以让打扰的人稍等,用便签纸记录下自己最后一刻的想法,并贴在书页或者屏幕上以标注工作暂停的地方。这种可视的标注能将重回工作所需的时间缩短80%。
One way people can dive back into a task more quickly and reduce errors,
research shows, is by bookmarking their place, marking the next step with a large, bright
symbol such as a red arrow.
斯塔克还训练员工学会按事情轻重缓急来处理——只有在一个任务十分紧要的情况下才去打扰别人,对于不太紧要的事情,员工应该先发一个会面请求。
Laura Stack, a Denver productivity
trainer and author, suggests asking an interrupter to wait while you record your last thought on a
sticky note, then posting the note on the page or
screen to mark where you stopped working. The visual cue can cut the time needed to restart a task by as much as 80%, she says.
谢里·考德威尔(Sheri Caldwell)是俄亥俄州托莱多(Toledo)一家保险公司的人力资源经理,她说斯塔克推荐的另外一个方法帮她节省了很多的时间——她会告诉来打扰她的人,她会在几分钟之后去他们的办公室找他们。这就能够让她先完成手头上的工作,并在稍后的会面中掌握时间的长短。她说:“你不仅能先完成自己计划的工作,又能在你想离开的时候随时离开。”
Ms. Stack also trains employee teams in triage --
learning to
interrupt each other only when a problem is a top priority. For less-important matters, employees often can send a meeting request.
得克萨斯州奥斯汀(Austin)的演说家及生产力
培训师毛拉·托马斯(Maura Thomas)建议:一定要戒掉随时随地有问题就问同事的坏习惯。她建议针对不同的同事都设立一个“待议事项”表,累积了好几件事项的时候,再安排一次会面。
Sheri Caldwell says she saves time using another
strategy recommended by Ms. Stack -- telling interrupters she'll meet them a few minutes later in their own office. That lets her complete the task she's
working on, and take control over the length of the meeting. 'Not only can you do it on your schedule, but you can leave when you want to,' says Ms. Caldwell, a human-resource
manager for a Toledo, Ohio, insurance firm.
但有的时候没什么能比得上一扇可以关上的门。广告公司Schaefer Advertising最近把它位于得克萨斯州沃思堡(Fort Worth)的总部搬迁进了新的开放式办公室中,位于一栋经过改造的公寓楼里。公司的16名员工可以自由走动,并且互相“串门”。
Maura Thomas, an Austin, Texas,
speaker and
trainer on productivity, suggests breaking the habit of jumping up to talk to a
colleague any time a question comes up. Instead, she advises keeping a separate 'talk-to' list of topics for each colleague, then
waiting until you have several items and
setting a meeting.
该公司还将楼前的三个小露台封闭了起来,打造成了“私人空间”。上个月客户主管埃琳·纳特曼(Erin Naterman)就躲进了其中一个房间里面,以便专注地整理她的想法并撰写一份商业策划案。她说,如果有同事进入房间并关上门,“我们就知道他们不希望被打扰了”。
Sometimes there is no replacement for a door that closes. Schaefer Advertising recently moved its Fort Worth, Texas,
headquarters into new open-plan offices in a remodeled
apartment building. The agency's 16 employees can talk and move
freely among each other's desks.
纳特曼说:除非是紧急事件,“我们都会等他们出来再说”。
But the
agency also walled off three former patios on the front of the building to use as 'privacy rooms.' Account
supervisor Erin Naterman retreated to one last month so she could gather her thoughts and write a business proposal. If a co-worker enters and closes the door, she says, 'we know they don't want to be interrupted.'
Sue Shellenbarger
Barring an emergency, Ms. Naterman says, 'we wait for them to come out.'
Sue Shellenbarger
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