CHAPTER VII
PLEASURE
AS A MEANS OF INCREASING HUMAN EFFICIENCY Increasing Human Efficiency in Business: A Contribution to the Psychology of Business | ||
7. CHAPTER VII
PLEASURE
AS A MEANS OF INCREASING HUMAN EFFICIENCY
TO prevent the usual "summer slump" in output, the manager of a factory employing a hundred or more sewing girls on piecework tried various methods. He began with closer individual supervision by the forewomen. He set up a bulletin board and posted daily the names of the five highest operators. He added small cash prizes weekly. He adopted a modified bonus system framed so as not to interfere with the established average of winter tasks. With each his success was only partial. Ten or a dozen of the more energetic girls responded to the stimulus; on the majority the effect was slight.
The problem was serious. June, July, and August comprised the season when his products
He made the discovery sitting in the draught of an electric fan. He looked up, made a mental note; and next morning he moved his office "comforter" out to the head of one file of machines. The draught tangled the goods under the seamstresses' hands at times, but the half dozen girls within range showed a decided increase in production over the day before and over operators at other tables.
He had found his remedy for the summer slump. Within a week he had installed a system of large overhead fans and an exhaust
One of the women who had been a subject of the first day's experiment struck close to the reason of her greater efficiency in her off-hand answer to his inquiry.
"It was a pleasure to work to-day. It was so comfortable after yesterday you just forgot the other girls, forgot you wanted to rest, forgot everything but the seams you were running and the fact that it was a big day. I'm not near so tired as usual either."
A successful day is likely to be a restful one, an unsuccessful day an exhausting one. The man who is greatly interested in his work and who finds delight in overcoming the difficulties of his calling is not likely to become so tired as the man for whom the work is a burden.
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 attitudes toward the work or varying
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
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 outclassed. 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 fag 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
The work of the human organism is usually classified 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 intellectual
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
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
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 æsthetic sense and the appreciation of customers. Clerks are instructed to be obliging and courteous. Employees are not allowed to dress in a style likely to offend a customer and they are schooled in manners and in speech. Space is devoted to the convenience and comfort of customers.
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
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
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 attitude; 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
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 assumed 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 coöperative organization. But all of these systems fall short in assuming that men are machines; that their powers and capacities are fixed quantities; that the efficiency of a well-disposed and industrious employee ought to be proof against
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,
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
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
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 attitude. It is prepared to be affected by outside stimulations and is ready to profit by them.
That these characteristic bodily attitudes of pleasure and displeasure have an effect on the mind is evident. Bodily and mental attitudes have developed together in the history
Pleasure and a particular attitude 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.
The effect of the suggestible attitude of the body, as produced by pleasure, is increased by certain other effects which pleasure produces on the body.
Muscular strength is frequently measured by finding the maximum grip on a recording instrument. The amount of the grip varies from time to time and is affected by various
The total volume of the body would seem to be constant for any particular short interval of time. Such, however, is not the case.
With pleasure the lungs are filled with air from deepened breathing; the volume of the limbs is increased by the increased flow of blood. Pleasure thus actually makes us larger and displeasure smaller.
This increase in muscular strength and bodily volume due to pleasure has a very decided effect upon the mind. The increase of muscular strength gives us a feeling of power and assurance, the increase in volume gives us a feeling of expansion and importance. These conditions produced by increase of muscular strength and bodily volume contribute to the general suggestible condition described above.
If I am in a suggestible condition and if I
We thus see why pleasure renders us more suggestible and hence makes us more apt to purchase proffered merchandise or to respond to the suggestions of our foreman or our executive. We also see why it is that a man may increase his efficiency by pleasing those with whom he has to work, whether they be customers or employees.
CHAPTER VII
PLEASURE
AS A MEANS OF INCREASING HUMAN EFFICIENCY Increasing Human Efficiency in Business: A Contribution to the Psychology of Business | ||