You know the drill. You sit down to focus on a project. But before you even log into your laptop, someone interrupts with a “quick” question. Or maybe someone approaches you in the restroom needing a “quick” decision. Or perhaps you’re trying to get out the door to an appointment and someone blocks the door to ask you for a “quick” opinion. And here’s the thing, 99% of “quick” questions are NOT quick, aren’t they?
We spend a great deal of time talking about how wasteful so many scheduled meetings turn out to be. You know the ones. They drag on with no real direction. There are the standing meetings that seem to exist because “We always meet on Monday mornings.” Or perhaps it’s the meetings that the boss calls so that he can announce something that could have been sent in an email. Like you, I have been subjected to all three of these time wasters.
But these are NOT the meetings that steal so much of your time. When you add them all up, the quick questions and quick decisions are the ones that consume the most time. And on top of this, they are unexpected. You can’t plan around them. They distract you right in the middle of focusing on something else. You don’t want to be rude by saying, “Get out of my face.” So you feel trapped, especially if you’re the leader and are supposed to have all the answers. Right?
So what can you do to manage these situations? Here are three in-the-moment approaches that work for me and lots of others. I say “in-the-moment” because you must have the presence of mind to use them when these quick questions arise. Give them a try.
Number one, give them the finger. No, not that finger. Just hold your index finger up. They will stop talking. Trust me. When they do, you will have the chance to ask the asker to state concisely what they need. Sound abrupt? Yeah, perhaps. But if they can’t get to the bottom line in a sentence or two, they probably have not thought through what they really need.
Most people begin these kinds of interruptions with an explanation of context. They might say, “I know you’re busy, but . .” or “I’ve been thinking about . .” Instead of saying yes, Say, “Actually, I am focused on something else right now. Exactly what do you need?” If they can’t state concise question, say, “Why don’t you shoot me an email about this and I’ll get back to you within 24 hours. If I need more detail, I will come to you.”
I know one leader who arranges her day around 15 minutes segments. If necessary, she says, “Get on my calendar for 15 minutes, but make sure you send me the context first, so I am fully prepared.” Don’t fall into the trap of thinking, “I should just settle this now, so I don’t have to deal with it later.” If you do this, these situations will multiply like rabbits.
Number two, say “Perhaps” instead of “Yes” when they ask if you’ve got a minute. This alternative enables you to ask a clarifying question or two to determine whether this is truly a easily answered question or something more complicated. If it turns out to be the later, ask them to send you an email with the context, the issue to be addressed and options for resolution. This will compel them to think through the issue, saving both of you time. If you persist with this practice, those around you will adapt.
Number three, take a breath. This works best when the other person approaches you with a sense of crisis. You know the type. They make it sound like the issue has already reached disastrous proportions. Take a cue from aviation. In a crisis, pilots are taught to aviate, navigate, and communicate, in that order. In other words, fly the plane, determine what’s wrong and what can be done and then communicate with air traffic control. From your standpoint, take a breath to center your yourself and remove the energy from the situation. Then ask a couple of clarifying questions to determine the seriousness and urgency of the situation. Finally, act, or more likely, ask the person to resolve the situation themselves with your trust and backing.
Now you may be thinking, “These sound like good ideas. But how am I going to develop the presence of mind to use them when the need arises? Here’s what I did. I stood in front of a mirror and rehearsed these exchanges out loud, as they might take place in real time. I had to get comfortable hearing these words coming out of my mouth. Sound silly? Believe me, it works.
Where did I get this idea? From someone who was struggling with the same challenge. As leaders, we have to help each other. So, what works for you? Put your ideas in the comments below and make sure to subscribe to this channel for more ideas just like these.