‘“…in my experience, the best way to get something done is to give it to someone who is busy,” said Vetinari.’ ~ Going Postal (2004), Terry Pratchet

“But the reward for lots of work seemed to be lots more. If you dug the biggest hole, they just gave you a bigger shovel.” ~ The Shepherd’s Crown (2015), Terry Pratchett

The “Go-To” Employee Trap

We’ve all heard it before: “Want something done? Give it to the busy person.” And yeah, it kinda makes sense. These folks have their act together. They’re in the zone, getting stuff done left and right. I am, more often than not, that busy person. I thrive at the edge of ‘too much,’ but the ledge is very narrow. Staying in the zone requires actively assessing energy, resources, time, and urgency. (Generally every day, early in the morning, right when I sit down to work)

But here’s the catch – keep piling work on, or not managing urgency and priorities, and things are gonna crash and burn. Nobody wants that. Managers need to model boundaries and best practices around their workload, and divide up work for their team with similar considerations.

Goldilocks Zone

So how do we keep our teams fired up without burning them out? Here’s what I’ve found works:

1. Talk to your people: And I mean really talk. How’re they feeling? Stressed? Bored? Looking for a new challenge? Compare what they say with data about their work habits, achievements, and patterns. Actively assess and consider what the whole picture of the employee looks like, with an open mind and no judgement.
2. Mix it up: Don’t always give the tough stuff to the same person. Spread it around. Don’t always give skilled tasks to the person who is best at them, either. How can your team stretch and grow if they each stick to the same exercises all the time? 
3. Make breaks a thing: Let your team know it’s cool to take a breather now and then. Heck, encourage it. Encourage the idea that breathers, rest, and time management are ways of taking care of the toolset that is their mind and body. Employee burnout is a drain on company time and money.
4. Get your priorities straight: Help your team figure out what really matters. It’ll save everyone a headache. As manager, your job is to make certain your team is aligned on your goals, timelines, and values. Don’t expect them to mind read.
5. Level up skills, not just workload: Instead of just piling on more work, help your team get better at what they do. If certain parts of the workload are tedious or weighing you down, consider options and improvements. Don’t just ‘push through’ without seeking more efficient and enjoyable solutions.
6. Give props where props are due: A little recognition goes a long way, especially when things are hectic. (And a LOT of recognition goes even further! Kudos are free.) 

What This Means for Managers

Happy, engaged team = happy customers = Sky High KPIs! It’s that simple. When we’re in the groove – busy but not frazzled – we do our best work. We come up with cool solutions, build solid relationships, and keep those customers coming back for more. 

Getting this balance right is a win for everyone. Your team feels good about their work, and your customers get the top-notch support they signed up for.

Remember, it’s not about seeing how much your team can handle before they crack. It’s about keeping pace and rhythm where everyone can do their thing and do it well.