Before you consider how to deal with these issues on an...

Before you consider how to deal with these issues on an individual worker level, you've got to first step back and look higher, and ask managers if they know what it means to manage knowledge workers, ... Our mental image of efficiency is rooted in the factory scene from Charlie Chaplin's 'Modern Times,' and managers base performance on how many widgets fly out the door. But customers and raw information aren't widgets, and you can't expect to handle them according to schedule.