id="id00123">AS A MEANS OF INCREASING HUMAN EFFICIENCY

TWENTY years ago the head of an industry now in the million-a-month class sat listening to his ``star'' salesman. The latter, in the first enthusiasm of discovery and creation, was telling how he had developed the company's haphazard selling talk and had taken order after order with a standard approach, demonstration, and summary of closing arguments. To prove the effectiveness of ``the one best way,'' he challenged his employer to act as a customer, staged the little drama he had arranged, secured admissions of savings his machine would make, ultimately cornered the other, and sold him.

``That's great,'' the owner declared the in- <p 26> <p 27> stant he had surrendered to the salesman's logic. ``If we can get all our agents to learn and use this new method of yours, we'll double our business in three years.''

Then followed discussion of the means by which the knowledge could be spread.

``I've got it,'' the manager announced at last. ``I'll telegraph five or six men to come in''—he named the agents within a night's ride of the factory—``and you can show them how you sold fifteen machines last week.

``We could take down your talk in shorthand and send it to them, but that wouldn't do the business. I want them to watch you sell, to study how you make your points, how you introduce yourself, how you get your man's attention, how you bring out his objections and meet them, how you lead up to the signing minute, and show him where to sign. *What you say is about half the trick: *how you say it is the convincing part—the thing the slowest man in the force by watching you can learn more quickly than the smartest could work out at home.'' <p 28>

The result of that conference was one of the earliest organized training schools for salesmen in the country. It was an unconscious, but none the less certain, utilization of the instinct of *imitation for increasing the efficiency in employees. Since then, business has borrowed many well-recognized principles from psychology and pedagogy and adapted them to the same end.

Many important houses have grafted the school upon their organizations and *teach not only raw and untrained employees, but provide instruction calculated to make workmen and clerks masters of their jobs and also to fit them for advancement to higher and more productive planes. Teaching is by example rather than by precept, just as it was in the old apprentice system.

The newer method uses even more than the older a perfect example of the process and the product for the learner's imitation and makes them the basis of the instruction.

No man was made to live alone. For an individual, existence entirely independent of <p 29> other members of the race is the conception of a dreamer; apart from others one would fail to become *human. Modern psychology has abandoned the individualistic and adopted the social point of view. We no longer think of *imitation as a characteristic only of animals, children, and weak-minded folk.

We have come to see that imitation is the greatest factor in the education of the young and a continuous process with all of us. The part of wisdom, then, is to utilize this power from which we cannot escape, by setting up a perfect copy for imitation.

The child brought up by a Chinaman imitates the sounds he hears, hence speaks Chinese; brought up in an American home, English is his speech—ungrammatical or correct according to the usage of his companions. If one boy in a group walks on stilts or plays marbles, the others follow his example. If a social leader rides in an automobile, wears a Panama hat, or plays golf, all the members of this circle are restless till they have the same experience. The same <p 30> phenomenon is seen in the professions and in business. If one bank decides to erect a building for its own use, other banks in the city begin to consult architects. If one manufacturer or distributor in a given field adopts a new policy in manufacturing or in extending his trade zone, his rivals immediately consider plans of a similar sort. Partly, of course, this act is defensive. In the main, however, imitation and emulation are at the bottom of the move.

For the sake of clearness, in studying acts of imitation we separate them into two classes—*voluntary imitation (also called conscious imitation) and *instinctive imitation (also known as *suggestive imitation).

A peculiar signature may strike my fancy so that consciously and deliberately I may try to imitate it. This is a clear case of voluntary imitation. Threading crowded city streets, I see a man crossing at a particular point and voluntarily follow in his path. In learning a new skating figure I watch an expert attentively and try to repeat his perform- <p 31> ance. In writing letters or advertisements or magazine articles, I analyze the work of other men and consciously imitate what seems best. Or I observe a fellow-laborer working faster than I, and forthwith try to catch and hold his pace.

The contagion of yawning, on the other hand, is instinctive imitation. Also when in a crowd during the homeward evening rush, we instinctively quicken our pace though there may be no reason for hurry.

For precisely similar reasons, a ``loafer'' or a careless or inefficient workman will lower the efficiency or slow up the production of the men about him, no matter how earnest or industrious their natural habits. Night work by clerks, also, is taken by some office managers to indicate a slump in industry during the day. To correct this the individuals who are drags on the organization are discovered, and either are revitalized or discharged.

I have seen more than one machine shop where production could have been materially raised <p 32> by the simple expedient of weeding out the workmen who were satisfied with a mere living wage earned by piecework, thereby setting a dilatory example to the rest; and replacing them with fresh men ambitious to earn all they could, who would have been imitated by the others.

In these instances it is assumed that the imitation is not voluntary, but that we unconsciously imitate whatever actions happen to catch our attention. For the negative action, the ``slowing down'' process, we have the greater affinity simply because labor or exertion is naturally distasteful. One such influence or example, therefore, may sway us more than a dozen positive impulses towards industry.

Imitation thus broadly considered is seen to be of the utmost importance in every walk of life. The greatest and most original genius is in the main a creature of imitation. By imitation he reaches the level of knowledge and skill attained by others; and upon this foundation builds his structure of original and creative thought, experiment, and achieve- <p 33> ment. Furthermore he does not imitate at random; but concentrates his activity on those things and persons in the line of his pursuits.

Among my associates are both industrious and shiftless individuals. I instinctively imitate the actions of all those with whom I come in contact; but if I am sufficiently ambitious, I will consciously imitate the acts of the industrious. This patterning after energetic models will render me more active and efficient than would have been possible for me without such examples.

Imitation, accordingly, is an imperative factor both in self-development and in the control of groups of individuals. Knowing that I instinctively imitate all sorts of acts, I must take care that only the right sort shall catch my attention.

And since imitation is a most