Handling Interruptions by People

Three Preliminary Points

1. Collect Data. Become aware of the extent of interruptions: how many, by whom and how much time each takes. For one week, keep a log of interruptions - every visitor. Make what you are doing obvious. Record on the log while a person is standing there. Time all visits. Let others be part of the solution, not the problem, by making them aware you are assessing interruptions in order to make better use of your time.

2. Do you interrupt others? Watch your behavior. If you interrupt others, it’s harder to ask others not to interrupt you. Set the tone by respecting other people’s time.

3. Don’t equate accessibility with total availability. They aren’t the same. Create the terms which allow you to give the best service to both yourself and others.

1. Proactive Prevention Strategies

1. The Priority Hour
   Take priority quiet time every day. Open door policies only work when there is a closed door some of the time. Before starting, tell people about it.
   Example: Decide at the beginning of each week what hour each day will be yours and post the hours for that week on the wall outside your office or cubicle as “Do Not Disturb” hours.
   
   Better yet, establish a quiet time daily for your entire staff. Make a non-interruption pact with your staff and peers. “Let’s not bother each other between 9 and 10 o’clock every day this week.” Decide each week which hour is the most appropriate hour for your pact.

2. Do the opposite: Set Office Hours.
   At the beginning of a week, decide which hours you will be in your office so people can interrupt you. Post the hours for that week on the wall outside your office or cubicle. Plan to work on projects which do not require your peak concentration.
   
   Encourage your staff to accumulate questions and come during office hours or schedule regular, brief stand-up meetings daily. Keep the tone all business. Limit each person’s time so many people can see you that hour.

3. Rounds Routine
   Better yet, establish a “rounds” routine. Set the time in advance so your staff can be prepared for your visit. Post your rounds hours for that week on the wall outside your office or cubicle.

4. Post a Sign on the Door (tongue in cheek, but a good visual example is a traffic signal:
   1.Green = it’s okay to come in;
   2.Amber - this better be good;
   3.Red = don’t even consider coming in.

5. Work Elsewhere. Go to a meeting room, library or coffee shop when you must concentrate.

6. Confront Offenders.
   Talk to people who consistently interrupt you. “I have a problem. It seems from my time log that you interrupted me 37 times last week. What can we do to minimize your interruptons?” (If they are the boss, add sir or ma’am at the end. Explain how interruptions reduce your productivity and suggest a few options from this list. Keep reading.)

7. Interrupted by the boss?
   Take advantage of interruptions by your boss. You will not need to interrupt him/her if you keep a folder or list of issues that require the bosses attention and have it at hand so when you are interrupted by the boss, you can bring up one or two of those matters then.

2. Techniques to Cut Short Interruptions

1. Set the Tone. Discourage Interruptions.
   • Remove extra chairs from your office.
   • Remove the candy dish from your desk.
   • Don’t offer coffee to an interrupter.
   • Prevent diversions by blocking your view from people and potential distractions in your environment. If others can’t see your face, they are less likely to interrupt you. Use a large photograph or a plant. Hang a “quiet hour” or “please do not disturb sign” to reduce the number of people who might lead you to take an unscheduled break.

2. Learn phrases and strategies to cut interruptions short when they start. Consider:
   • If someone peeks in and asks “Are you busy?” don’t look up! Say “yes.” Keep working.
   • If someone peeks in and asks, “ Got a minute?” ask a question, such as, “ What do you need? They could need just a yes or no answer so its best to give it, then go back to what you were working on. If they answer they need to discuss something that you assess needs more time, schedule a time when you will be finished with your priority work. “Come back at 11 o’clock” or “ I’ll call you later when I’ve finished with this project.”
   • Ask at the start without smiling: “How can I help you?” Don’t direct them to a chair.
   • Use a pad of paper to write. It keeps the conversion on a business footing.
   • Stand up when they walk in. Stay standing. Use the interruption to stretch.
   • Grab a glass or cup and say, “Walk me to the water cooler (or the coffee maker).”

3. Learn phrases and strategies to end the interruption. Consider:
   • “Let me summarize the main points so I can get back to what I was doing.”
   • “Have I answered your question?”
   • “Is there any last business we need to cover?”
   • “You must be busy so I will let you go.” Stand and walk them to the door.
   • Say, “I’ve answered your question. Let’s get back to work.” Use body language: look at your watch, then start working.

© 1993 Helen D. Volk All Rights Reserved

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