[display_podcast]Thoughts from Sandye Linnetz, Systems Goddess Process ProdigyThere are lots of things that STOP us from getting our work done during the course of our days. There are phone calls, pangs of hunger, “small” favors for others, errands to run, questions to answer and mail to read. “You’ve Got Mail” is an all too real and familiar example for most of us. I mean, come on, what interrupts us – and takes up our valuable time - more than reading and replying to emails? Many of our daily interruptions can be put off for a more convenient time, delegated to someone else or ignored… unless it’s a fire we have to put out.Emergencies are unexpected interruptions – sometimes urgent and valid. So, how do we identify when we are faced with a true emergency?First let’s take a look at what constitutes an emergency. There are four possible descriptions for any interruption. The situation may be:1. NOT URGENT and NOT IMPORTANT (a phone call from a solicitor)2. NOT URGENT and IMPORTANT (a client has a question)3. URGENT and NOT IMPORTANT (someone needs a phone number NOW)4. URGENT and IMPORTANT (your #1 client wants to make some changes to an order ready to be shipped)Obviously, in situation #1, your immediate attention is not required. You have the luxury of delegating or ignoring – or stopping what you are doing. And, let’s face it; there are times when we actually hope for an interruption. Only you can decide to stop what you are doing. If you do decide to stop, be sure to record what you were doing and where you were on it…Situation #2 requires handling - not necessarily by you, and not necessarily immediately. You can choose to STOP and take a moment to explain that you know that this is IMPORTANT. You can then arrange for a better time to talk about it, or reroute the question to an associate who will have the necessary information. Frequently people just want to acknowledge their importance.Emergencies are not necessarily YOUR emergencies. When someone interrupts you with their emergency you will need to determine if you have the time (or the inclination) to STOP what you are doing and take on their problem. It’s easy to get caught up in the trap of assuming other people’s emergencies and time constraints. That’s fine when they don’t interfere with your own, but be alert to the possibility that YOU may not need to handle someone else’s problem. You may be able to give some quick suggestion that will empower someone to take care of it by his or her self. Most likely, situation #3 will either be handled quickly – by you - or rerouted to a team member who is equipped to handle it. Delegation is invaluable here!That brings us to situation #4… URGENT and IMPORTANTURGENT (adjective)(of a state or situation) requiring immediate action or attentionIMPORTANT (adjective)of great significance or value; likely to have a profound effect on success, survival, or well-beingSituation #4 is when you put the fireman’s hat on your head! When an interruption is both IMPORTANT (to you) and URGENT, your attention is demanded. This is when you STOP whatever you are doing. Concentrate on what needs to happen with immediacy and HANDLE it. Take control, and do so without losing sight of what you were doing. Eventually, because you have recorded what you were doing and where you were; RESUME your current tasks.The list of the four possible INTERRUPTION situations – and examples of each - should be shared with your entire team. A process to handle these interruptions can be co-created after a discussion of what “has come up” and what ”could come up” in the course of a normal business day. Design a system for determining emergencies and how to handle them. Like the Boy Scouts and the Fire Department, BE PREPARED is important for handling every situation…and PUTTING OUT FIRES.© 2007 Beth Schneider, Process Prodigy, Inc. Want to reprint this article, feel free as long as you include the following: Beth Schneider, President of Process Prodigy Inc., www.processprodigy.com has a team of highly sought after operations consultant who reveals the insider secrets billion-dollar corporations pay thousands of dollars for. Specializing in process creation, her tools and techniques have helped entrepreneurs increase productivity by as much as 600%, and revenues by as much as 250%. Visit www.processprodigy.com and sign up to receive her Ezine, "Your Tips" and for a FREE Report on how to Save Yourself Time Energy and Money
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