Handling Interruptions by Telephone

Three Preliminary Points

1. Collect Data. Most people don’t know the extent of their interruptions: how many, by whom and how much time each takes. For one week, keep a log of interruptions - every phone call and visitor. Make what you are doing obvious. Time all calls. 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. 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.

3. Although we see the telephone as an interrupter, it can be a time saver. Learn to use the telephone to: avoid appointments you might tend to make, reduce memos, get facts you need when you need them, replace meetings (conference calls), group call-backs by their importance.

PHONE MANAGEMENT

When people call, it is their top priority. In essence, they are asking you to give up your priorities for their priority. You decide which interruption has “drop everything” characteristics, and which doesn’t.

1. Keep the Interruption Short.
   As soon as you pick up the phone, take control.
   • Listen to the tone of the caller’s voice. Are they all business?
   • You set the business tone. Answer, “ Hi Helen, what can I do for you?”
   • Be polite, but brief.
   
   Use phrases to cut conversations short at the beginning and to end the telephone interruption. Here are some examples.
   
   Phrases to cut telephone interruptions short when they start
   • “What can I do for you?”
   • “I only have three minutes to talk now, so tell me how I can help you . . .”
   • “I am in the middle of something. Can I call you back after three o’clock?”
   
   Phrases to End the interruption
   • “Nice talking with you. I need to leave for a meeting. Goodbye.”
   • “Have I answered all your questions?”
   • “Let me summarize so we can close and get on to other work.”
   • “I have to go now. Is there any last business we need to cover?”
   • “You must be busy so I will let you go. Goodbye”
   • “Before we hang up ...”

2. Prevent Telephone Interruptions Entirely
   • Work somewhere else for a set period of time.
   • Limit incoming call access. Use voice mail or have someone screen calls for a set time daily.
   • Turn the ringer down. Count to three before you pick up the phone to help break your “auto response” when you really don’t have the time to be interrupted.

© 1993 Helen D. Volk All Rights Reserved

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