Span of control, in other words, isn’t a theoretical, one-size-fits-all thing. It’s a practical, function-of-team-leader’s-capacity-to-give-attention thing. Your span of control is your span of attention.

People don’t need feedback. They need attention, and moreover, attention to what they do the best. And they become more engaged and therefore more productive when we give it to them.

Each time I heard it, it seemed so profound! There is so much in life that we cannot control no matter how we try. Circumstances, events, feelings, even our own thoughts! But we can take responsibility for how we relate to what happens. We can grimace with our hands over our ears or we can lift one hand. By now, this has become a refrain in my mind, one that often returns to guide me in my life and in my work with patients.

Maybe people don’t notice every single individual detail, but in aggregate, they’re powerful. In any great business, most of the details you closely attend to are ones that only a tiny, tiny percentage of people will notice. But if I could institute a system that demanded that the entire team think carefully about even the most rudimentary of tasks, I was creating a world in which intention was the standard, and our guests could feel it.

This cognitive ability to remember the past and anticipate the future is one reason some of us feel so busy—not because of the number of tasks we have to complete in the day, but because of the sheer number of things competing for our attention. What is commonly called “distraction” is probably better understood as overstimulation.

Recent findings in neuroscience have shown that our conscious minds cannot do more than one thing at a time. It may feel like you are able to multitask and think about two (or more) things at once, but really your mind is switching between them. This is a costly process neurologically speaking. Switching from one task to another takes energy and a measurable amount of time. Then, when we switch back, it takes another period of time to really wrap our minds around the original object of attention. And it’s not only about the time cost; it’s about the quality of our attention. If we are always switching from one thing to another, then we are never able to truly focus and experience the pleasure and effectiveness of a focused mind. Instead we live in a state of constant recalibration, or what the writer Linda Stone perceptively calls “continuous partial attention.”

Human awareness is not the speedy, nimble creature some of us believe it to be. Our brains have evolved to be more like owls than hummingbirds: we notice something, turn our attention to it, and focus in. It is in this state of intense, solitary focus that we are in possession of our most uniquely human and powerful mental faculties. When we focus on one thing, we are at our most thoughtful, creative, and productive.

But in the screen-heavy environment of the twenty-first century, our mind-owls, large and unwieldy, are treated like hummingbirds, and they end up flopping ineffectively from one thing to the next. Doing this day in and day out accommodates us to what is actually an unnatural, anxiety-producing mode in which the mind struggles to find nourishment.

Which owl is going to feel busier, the one focusing on the sound of a mouse in the snow, or the one trying to draw tiny bits of nectar from a thousand flowers? And which owl is going to be, in the end, better nourished?