Increasing Human Efficiency in Business Part 11

The experience related summarizes the experience of every worker who has studied, either on his own initiative or at some other's instance, the effect upon output secured by the removal of distressing or displeasing conditions from the workroom.

The man who has been engaged in intellectual or manual labor finds himself more or less exhausted when the day's work is done. The degree of exhaustion varies greatly from day to day and is not in direct proportion to the amount of energy expended or the results attained. A comparatively busy day may leave him feeling fresh, while at the end of a day much less occupied he may be utterly "dragged out" and weary.

Some men habitually find themselves fatigued, while others ordinarily end the day with a feeling of vigor. These contrary effects are not necessarily due primarily to disparity in the amount of energy spent or to unequal stores of energy available.

The discrepancy in many instances is due to diverse att.i.tudes toward the work or varying

degrees of success which has attended the work.

Pleasure secured in and from work is the best preventive and balm for tired muscles and jaded brains. Dislike or discomfort, on the other hand, adds to toil by sapping the strength of the worker.

Victory in intercollegiate athletic events depends on will power and physical endurance.

This is particularly apparent in football.

Frequently it is not the team with the greater muscular development or speed of foot that wins the victory, but the one with the more grit and perseverance. At the conclusion of a game players are often unable to walk from the field and need to be carried. Occasionally the winning team has actually worked the harder and received the more serious injuries.

Regardless of this fact, it is usually true that the victorious team leaves the field less jaded than the conquered team.

Furthermore the winners will report next day refreshed and ready for further training, while the losers may require several days to

overcome the shock and exhaustion of their defeat.

Recently I had a very hard contest at tennis.

Some hours after the game I was still too tired to do effective work. I wondered why, until I remembered that I had been thoroughly beaten, and that, too, by an opponent whom I felt I outcla.s.sed. I had been in the habit of playing even harder contests and ordinarily with no discomfort--especially when successful in winning the match.

What I have found so apparent in physical exertion is equally true in intellectual labor.

Writing or research work which progresses satisfactorily leaves me relatively fresh; unsuccessful efforts bring their aftermath of weariness.

_Intellectual work which is pleasant is stimulating and does not f.a.g one, while intellectual work which is uninteresting or displeasing is depressing and exhausting_.

We can readily trace the source of energy in mechanical devices. The hands of a clock continue in their course because of the energy

locked up in a compressed spring or elevated weight. The gun projects the bullet because of the sudden chemical union of carbon with saltpeter and sulphur. The steam engine takes its energy from the steam secured by combustion of coal or other fuel.

The work of the human organism is usually cla.s.sified as muscular or intellectual. In either the expenditure of energy is as dependent upon known causes as is the activity of the mechanical devices mentioned above.

Every muscular activity is dependent upon muscular cells ready for combustion; without such combustion no muscular work is performed.

Every intellectual process is likewise dependent upon brain cells ready for combustion, and no intellectual work can be performed without combustion of these brain cells.

To secure continued activity the clock must be rewound, the gun must be recharged, more coal must be supplied to the engine. In like manner the continuation of muscular and in-

tellectual activity depends upon the restoration of muscle and brain cells. The necessity for renewal is greater or less according to the amount stored in reserve and the rapidity of consumption. A maximum head of steam may keep the engine running for a long time unless the load is too heavy or the speed too great. Though under certain conditions the amount of muscle and brain energy stored in reserve is large, continuous or rapid activity of necessity expends the reserve and leads to exhaustion.

It is a simple process to rewind the clock, to reload the gun, and to replenish the fuel.

To restore muscular and nerve cells is a very delicate process. So wonderful is the human organism, however, that the process is carried on perfectly without our consciousness or volition except under abnormal conditions.

Food and air are the first essentials of this restoration. Indirectly the perfect working of all the bodily organs contribute to the process --especially deepened breathing, heightened pulse, and increase of bodily volume due

to the expansion of the blood vessels running just beneath the skin.

_Here pleasure enters. Its effect on the expenditure of energy is to make muscle and brain cells more available for consumption, and particularly to hasten the process of restoration or recuperation_.

The deepened breathing supplies more air for the oxidation of body wastes. The heightened pulse carries nourishment more rapidly to the depleted tissues and relieves the tissues more rapidly from the poisonous wastes produced by work. The body, the machine, runs more smoothly, and fewer stops for repairs are made necessary.

In addition to these specific functions, pleasure hastens all the bodily processes which are of advantage to the organism. The hastening may be so great that recuperation keeps pace with the consumption consequent on efficient labor, with the result that there is little or no exhaustion. This is in physiological terms the reason why a person can do more when he "enjoys" his work or play, and can

continue his efforts for a longer period without fatigue. The man who enjoys his work requires less time for recreation and exercise, for his enjoyment recharges the storage battery of energy.

Not only can I endure more and achieve more when I take pleasure in the task, but I can also secure better results from others by providing for their interest and for their pleasure in what they are doing. This is a fact which wise merchants and employers have felt intuitively, but in most instances the principle has not been consciously formulated.

High-grade stores do much to add to the pleasure of their customers. Every resource of art and architecture is employed to make store rooms appeal to the

_The most successful establishments in the world are the ones which do most to please their patrons--not by cutting prices or simply by supplying better goods, but by expediting and making more pleasant the purchase of goods_.

They have discovered that customers inducted into a beautiful shop and surrounded by tactful obliging clerks are more willing to buy and are more likely to be satisfied with what they purchase. By adding to their patrons'

comfort and pleasure they are able to accomplish more than by any other selling argument. In like manner, restaurants and hotels have learned that splendid rooms, flowers, spotless linen, well-dressed and courteous waiters, good furniture, and so on, all attract customers and induce them to order more generously.

Lawyers find in trying cases that it is quite essential to regard the mood of clients, juries, and judges. The pleased man is not suspicious; he does not hesitate in coming to a conclusion, and he is not likely to impute evil motives to the actions of others. As has been

well said by d.i.c.kens, when speaking from the viewpoint of the defendant, "A good, contented, well-breakfasted juryman is a capital thing to get hold of. Discontented or hungry jurymen always find for the plaintiff."

The salesman with a pleasing personality is able to sell more goods than others less happily endowed. Some salesmen try to supplement this power--or supply the lack of a pleasing personality--by "jollying" the possible customer in various ways. Dinners, theaters, cigars, and various other devices are thus used, and in many instances with success.

Modern business employs such methods less and less, chiefly because the customer recognizes the purpose of the attempt, and either refuses to accept the "hospitality" or is on his guard to resist the effect. A pleasing personality, however, inspires confidence, tends to put the customer in a good humor and optimistic mood, and results in sales.

A cold, formal manner, ill temper, or a pessimistic outlook, on the contrary, will

handicap the sale of the best merchandise made.

A man is said to be suggestible when he comes to conclusions or acts without due deliberation. Suggestion, then, is nothing but the mental condition which causes us to believe and respond without the normal amount of weighing of evidence. While in a suggestible condition we are credulous, responsive, and impulsive. Such a mental condition is favored and induced by pleasure. Discomfort or dissatisfaction with the conditions or surroundings prompts the opposing att.i.tude; we become suspicious and slow to act or believe.

While in a suggestible condition, we place our orders freely and promptly. The merchant who can please his customers and bring them to a suggestible mood before he displays his wares, therefore, has done much to secure generous sales.

Advantageous results from suggestion are not limited to the relationship between buyer and seller.

_The pleased and satisfied employee is open_

_to the suggestions of foreman and manager and responds with an enthusiasm impossible of generation in one dissatisfied from any cause_.

Methods of insuring this pleasure in work for employees are yet in the formative stage.

Until recently the want of such methods, indeed, was not felt. The slave driver with the most profane vocabulary and the greatest recklessness in the use of fist and foot was supposed to be the most effective type of boss.

The task system set an irreducible minimum for the day's work; the employer exacted the task and a.s.sumed that no better way of handling men could be devised. Piecework rates provided a better and more reasonable basis for securing something like a maximum day's work; bonus and premium systems have carried the incentive of the wage in increasing efficiency to the last point short of coperative organization. But all of these systems fall short in a.s.suming that men are machines; that their powers and capacities are fixed quant.i.ties; that the efficiency of a well-disposed and industrious employee ought to be proof against

varying conditions or environment; that a man can achieve the desired standard, if only he has the will to achieve it.

_Discipline has become less brutal if not less strict. The laborer works, not alone to avoid poverty and hunger, but to secure the means of pleasure_.

It is not so long since harsh discipline was common both in homes and in business. The boy worked hard because he was afraid not to.

The man labored because poverty threatened him if idle. We were in what might be called a "pain economy"; we worked to escape pain.

To-day this has largely been changed.

Employers, too, are experimenting boldly with the idea of creating pleasure in work.

The first step has been taken in the very general elimination of the old wasteful, neglectful elements of factory and office environment.

Comfort, the first neutral element of pleasure, is provided for employees just as solid foundations are provided for the factory buildings. There is light, heat, and ventilation where a generation ago there were tiny windows,

shadows, lonely stoves, and foul air. Cleanliness is provided and preserved; not a few of the larger industries employ a regular corps of janitors to keep floors, walls, and windows clean.

The walls are tinted; the lights are arranged so as to provide the right illumination without straining the workers' eyes. The departments are symmetrically arranged; the aisles are wide; the working s.p.a.ce is ample; there is no fear to haunt machine tenders that a mis- step or a moment of forgetfulness will entangle them in a neighboring machine. The factory buildings themselves, without being pretentious, have pleasing, simple lines and un.o.btrusive ornamentation. They look like, and are, when the human equation does not interfere, _*pleasant_ places to work in.

This is the typical modern factory; thousands can be found in America. On this foundation of good working conditions and pleasant environment, many companies have built more or less elaborate systems of welfare work, whose effectiveness in creating pleasure and efficiency seem to depend on the

purpose and spirit of the men behind them.

These systems frequently begin with beautification of the factory premises and workrooms --window boxes, factory lawns, ivied walls, trees, and shrubs--and advance by various stages to lunch rooms for workers, factory libraries, rest rooms for women workers, factory nurses and physicians, and sometimes the development of a social life among employees through picnics, lectures, dances, night schools, and like activities. The methods employed are too diverse and too recent to permit an accurate estimate of their work or a true a.n.a.lysis of the elements of their success. It is inc.u.mbent on the employer to find or work out for himself the method best suited to his individual needs.

_To understand how pleasure heightens the suggestibility of the individual it is but necessary to consider the well-known effects which pleasure has on the various bodily and mental processes_.

The action of pleasure and displeasure upon the muscles of the body is most apparent.

With displeasure the muscles of the forehead

contract; folds and wrinkles appear. The corners of the mouth are drawn down; the head bowed; the shoulders stoop and draw together over the breast; the chest is contracted; the fingers of the hand close, and there is also a tendency to bend the arms so as to protect the fore part of the body. In displeasure the body is thus seen to contract and to put itself on the defensive. It closes itself to outside influences and attempts to "withdraw within its sh.e.l.l."

With pleasure the forehead is smoothed out; the corners of the mouth are lifted; the head is held erect; the shoulders are thrown back; the chest is expanded; the fingers of the hand are opened, and the arm is ready to go out to grasp any object. The whole body is thrown into a receptive att.i.tude. It is prepared to be affected by outside stimulations and is ready to profit by them.

That these characteristic bodily att.i.tudes of pleasure and displeasure have an effect on the mind is evident. Bodily and mental att.i.tudes have developed together in the history

of the race. The conditions which cause a receptive att.i.tude of body cause also a suggestible state of mind. The conditions which call for bodily protection also demand a suspicious and non-responsive att.i.tude of mind.

The bodily and the mental att.i.tudes have become so intimately a.s.sociated that the presence of one a.s.sures the presence of the other.

_Pleasure and a particular att.i.tude of body are indissolubly united, and when these two are present, a suggestible condition of mind seems of necessity to follow_.

Thus by the subtle working of pleasant impressions the customer is disarmed of his suspicion and made ready to respond to the suggestions of the merchant.