Mastering Email and Remembering Names: A Matter of Conscious Choice


Many studies have been done over the years to observe how our brains react when interrupted by stimuli such as incoming emails, texts and phone calls. In short, the nutrients that are distributed around the brain to fuel the thought process are all summoned instantly to the amygdala for preparation for fight-or-flight. We live in a body design that is over 50,000 years old. Although on a surface level we might not find an actual email genuinely threatening, on a physiological level the stimulus represents an unknown, and as such all resources are forced to “drop what they are doing” and go immediately to the fight-or-flight center. It’s much like an emergency evacuation of a building.

Once the email is read and dealt with, the crisis is considered to be over and the nutrients are allowed to return to work. But with the crisis abated, they return to their “work zones” in due time, taking between five and ten minutes to get there.


As illustrated in the graph above, even for an email that takes three minutes to answer –it takes many minutes to return to the level of concentration we had prior to the interruption. This means that most people – you, me and our co-workers – are all working at a diminished level of focus and capacity during this time. And this happens over and over again throughout the entire day. In fact, the act of answering emails, texts and interruptions as they happen pretty much guarantees a full day of sub-par performance. After all, the fuel your brain needs to do its work is spending most of its time away from where it needs to be.

The solution is very straightforward. Tasks should only be addressed in a conscious manner, not a reactive one. When you choose consciously to answer emails, especially a group of them at once, let’s say at 10:30 a.m. rather than the instant they arrive, then you move into the email-responding situation without instinctive urgency. The nutrients in your brain are not taken by surprise and they are not sent scurrying along to the amygdala. Instead, you take on the task by coolly, choice.

It’s similar to the problem that happens when people forget names moments after having been introduced to someone. This happens because at the very moment of shaking hands, we do not need a conscious mechanism for collecting and storing the data, so the name we have just heard vanishes off into space. However, a seasoned “people greeter”, someone whose job it is to meet a lot of people and talk to them – a campaigning politician, for example, or a really good sales rep or executive can easily work a room, remembering up to thirty names simply through conscious memorization and a little word association. They choose to memorize. They are not being taken by surprise. It’s all a matter of conscious choice.

An example. I am introduced to Wendy. As I shake hands with her, I notice she has long hair, swept back into a ponytail. I think of hair being swept back on a windy day. The words “windy” and “wendy” have a similar sound. An association. I am also introduced to Martin, whose eyebrows resemble those of director Martin Scorsese. That’s an easy association. These will allow you to use the most valuable word in any conversation: a person’s own name.

Now, back to the email problem.

“Yes, but I need to answer my emails the moment they come in.”

This is a standard pushback to the idea of returning emails at scheduled times. “The world doesn’t work like that,” people say, “emails are part of my job.  If people have to wait around until I decide to respond to my emails, nothing will get done.”  Another response is, “I feel better clearing my inbox. It de-stresses me to get rid of the emails as they come in.”

I can agree with all of these statements. If your job is so tied to quick emails replies that to delay responding would cause harm, then respond! If replying to messages makes you feel better, then by all means, reply, because feeling good, feeling in control, is a key element of the Cool-Time philosophy. In short, if you prefer to answer your emails the moment they come in, then do so. But remember the focus-loss that is described immediately above still happens.

If you choose to answer email on an ad-hoc basis, I recommend you calculate the expected duration of a task, and add the expected time needed to deal with the volume of email to that task, and realistically plan that as an event.

For example, if you have a report that should take an hour to create, and you can expect to have to spend an additional thirty minutes replying to messages, you would be wise to block off ninety minutes for this task to get it done, as this will factor in the time required to step away and deal with emails.

The danger lies in believing you can get a one-hour task done in one hour if you still allow yourself time to deal with interruptions.

This is an excerpt from my book, Cool Time: A Hands-On Plan for Managing Work and Balancing Time. If you would like a copy, hop on over to my Books page. If you would like a workshop at your location, or if you would like to attend a live webcast, check out the details at my company, If you would like me to come and speak to your group, contact details are available on my Speaker page. Either way, you will win back time and money. It’s just practical common sense.