If any time waster can benefit from a log analysis it is the interruptions caused by random incoming telephone calls.
Use your log to identify those calls resulting from your outgoing messages that were incomplete or obtuse. (Refer to "Communication Model" in the related topics)
Identify those which could benefit from subtle training of callers: those who call without organizing their thoughts, for instance. Include in your training the appropriate time periods to call you.
Accumulate in your log the hours and minutes for the most disrupting calls. Set a reduction goal for this type.
Even if you do not have a secretary, find an assistant who can screen your calls. The assistants can be rotated for training purposes. If you can justify the cost, have direct lines to yourself and others so calls from regular callers are properly routed to the appropriate persons. (Make a note to refer to a section about ‘wizards' to be added here in the near future.)
Some managers have an arrangement with certain callers. The caller lets the phone ring once, hangs up and immediately calls again indicating the caller is in their special group. This is often done for incoming calls after regular working hours.
Exploit all the features of your telephone answering system. If there are not many features to exploit, get a system that has more. With a variety of messages you can inform the caller when to call back -- your time scheduled for batching incoming calls.
Ask a caller to wait a few seconds as you complete the sentence you were just writing. Use that time to make a note to yourself with the details for returning to the task once the interrupting call is ended. This lessens the effect of the interruption because you can easily return to your task. This is much easier to do when you operate with a clear desk.
Experiment with having a timer on your desk. At the beginning of an incoming call estimate the time appropriate for the call and use this deadline to guide the caller to a swift conclusion. If the clock has a bell you can tell the caller you have the set amount of minutes available. When the bell rings you can declare with candor, "Oh! I have to run" as you summarize and close the topic. This works for outgoing calls as well.
Stories from members will add great value to these maxims
Please post your story by emailing it to max@unclemaxsays.com.
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