Interruptions—Control Them and Grab More Time

Q. We’ve done away with a lot of our cubicles, and I like the way our work area is more open. But some people are interrupting more than ever—they just come up to my desk and start talking. The “open landscaping” was supposed to give us easier access to each other, but it seems like I’m getting less work done. How do I control these interruptions? —Holly D.

A. First, try calling the group together, or maybe schedule it as a topic for a department meeting to discuss this new situation, and ask what the others think. If they feel the same way, maybe you can all agree to set some guidelines to balance the need to be in contact with others, but minimize the interruptions. There are several ideas you could suggest. For example, how about making signs—maybe with humorous cartoons—that say something like, “Hey—glad you work nearby. I’m on a tight deadline right now, so could you drop by at____?” People can place the sign where others can’t miss it. But be prepared for some people say, “Hey—great sign. I just need a minute.”

A good response for interrupters to listen to their question, then decide if you can spare the time. If you think it will actually take only a minute or two, you’re better off dealing with the problem and getting back to work. But if it’s going to take more time, say something like, “Elizabeth, I’d like to help you. Right now (don’t say ‘but’) I have a deadline, and it looks like you’re going to need more time than a minute, and I don’t want to rush you. Please come back at____.”

Tell People What You Want

For the longer term, start encouraging people to ask if it’s OK before they just drop by. Making your wishes known to the entire group—or to selected co-workers—over lunch, coffee, or to anyone who just “drops by” will get around fast.

Another idea: practice allowing brief interruptions and then getting back to work quickly. Newspaper people have been doing this for years: they work in an open newsroom with their desks accessible to everyone. Try doing this for a few minutes, then for longer periods; you may be pleasantly surprised.

Still, some people won't respect your message. For these, you'll have to be a little more firm. When they'll arrive at your workstation, simply say, "I'm sorry, but I have a tight deadline, and don't have time right now. Please come back at____.” Then return your attention immediately to your desk or work area. This can be difficult, and could possibly jeopardize your friendship. But ask yourself: what kind of friend would continue to do this even after you’ve repeatedly asked them not to? Such a person doesn’t really respect you, and their implied message is, “No matter what you’re doing, my needs are more important.”

Limit Personal Chats

You'll also need to “re-train” people who insist on dropping by nearly every day for a personal chat. Don't let them distract you unduly. A 10-minute chat three times a day eats up 2 1/2 hours of your time each week. On the other hand, sometimes you can get valuable information from “chats” and you don’t want to shut down your accessibility. You’ll have to strike a balance and, as long as you’re consistent, most people will adapt to your wishes.

Let’s look at some other work patterns that can help you to ward off interruptions.

Set goals for the day and prioritize all the tasks you want to complete. Give top priority to "A" level tasks, and don’t let a “B” or “C” interruption stop you from working on an "A.” Practice saying no to smaller things; write out a favorite way to say no to “B” and “C” level requests for your time, and practice it. Phone interruptions fit in here, too. When you can’t afford the interruption, use voice mail to screen calls. Unless customer service is a formal part of your job, don’t answer the phone unless you have the time to deal with the call.

Another long-range view into controlling interruptions is to look at the words you use to describe your usual job behavior. Some words show that you’re reactive—you simply respond to someone else’s request. Avoid these words; they reinforce your lack of contr

• There’s nothing I can do.

• That’s just the way I am.

• He makes me so mad.

• I can’t.

• If only…

• I must…

Better: fill your mind with words that show you’re proactive—that you’re in charge of your actions:

• Let’s look at our alternatives.

• I can choose a different approach.

• I control my own feelings.

• I choose to…

• I prefer.

• I will…