I just got off the phone with Susan. She is a well-meaning, big-hearted, caring, effective and creative sales manager. Susan is also exhausted.

Her day is packed with conflicting priorities, all demanding her time. She goes out on calls with her sales team, trying to motivate and develop them; she deals with endless phone calls and e-mails and interruptions; she fights fires; launches new products; participates in cross-functional team meetings; and mediates conflicts in schedules and resources. Susan also tries to have a full life outside work, which means dealing with the family commitments, volunteering, and bookclub.

To Susan, every task is a priority, and she can