reducing interruptions

Using Voicemail to Reduce Interruptions
The telephone can save a tremendous amount of time. However it is immune to closed doors, body language and all other signals that you are busy. When you don't want to be interrupted, and feel that you have a need for reducing interruptions, the first line of defence is to reduce the number of calls you receive to only those that require your immediate attention. Filtering your calls can be done using either voicemail or by asking colleagues to answer your incoming calls. Not only do random incoming calls break your concentration and cause you to perform less well on your current task but the caller may require information that you may not have to hand or that you have not had a chance to assemble. An effective strategy is to switch your voicemail on for a couple of hours during the day and to process all of the incoming calls as a batch at the end of that period.

When you set up your voicemail message, think of the person making the call. How often, when making a telephone call, have you heard a voicemail message that said something like: "I'm sorry that I'm unable to take your call at the moment, but please leave a message after the tone." If you decide to leave a message, how long should you be expected to wait before receiving a reply? Are you certain that the voicemail belongs to the person you want to talk to? If you do call again, say two hours later only to hear the same message, what impression are you left with? Keep your voicemail message short, clear and relevant. Always give a specific time when you will be back or when the caller can expect a return call. If you can give an alternative contact, say one of your colleagues, then the caller can make an appropriate decision.

Here is an example of an effective voicemail message- aimed at reducing interruptions. “This is Sarah Green's voicemail on Wednesday 18th October, Ill be out of the office until 4:30 this afternoon. Either leave a message after the tone or call Ian Hammond on extension . . ." If someone has called you rather than emailed, then they might need to speak to you about something that will affect their plans for the rest of the day. They may already be slightly irritated that you are not at your desk, so make sure that your voicemail message does not add to their irritation. If you ask your colleagues to take incoming calls on your behalf, you may return to find scraps of paper on which they have scribbled messages and notes. They may have forgotten to take down the caller’s number, spelled a name that you don't know how to pronounce or failed to specify the purpose of the call. One of the most effective ways of saving time during and following up incoming phone calls is to have well designed message pad. Ideally these would be issued throughout your department or section to ensure that all messages are recorded clearly and in the same format.

Efficient Telephone Manner
When you are taking calls, there are a variety of techniques that will ensure you get the most out of the exchange in as little time as possible, therefore reducing interruptions, for example:

Minimize Social Talk
Many business calls carry a significant overhead in terms of social small talk. This can be a pleasant and valuable relationship building exercise, but where necessary this should be reduced to a minimum. This is particularly true where the relationship is well established or the other party is a big talker. Compare the following two opening statements: “John, good to hear from you, how are you?” or “John, good to hear from you, what can I do for you?” The first response invites an open-ended social interaction that you may lose control of, whereas the second is equally polite, but requests the reason for the call from the outset.

Time-box the Call
Try making it clear from the outset that you only have a limited time available. For example: “I'm due in a meeting in five minutes, is that enough time to address this?” or “I'm sorry, I've got a report that's got to be finished today, may I call you back tomorrow?” In both cases the caller has been given a credible reason for the time constraint and offered an alternative course of action.

Ending the Call
Normally there isn't a problem in finishing a call, but some people may just carry on talking even though the call has achieved its purpose. Sometimes you may even need to interrupt them, in order to regain control and end the call. Even this can be done politely, for example: “Julia, I'm sorry I've got to break off there, I've got a meeting that I'm late for, If you need further details can you detail what you require in an email, or call me again next Tuesday?” There are three elements to this technique, and it is important to include all three. Firstly you make it clear that you are ending the conversation, secondly you explain why and thirdly you offer clear alternatives for keeping the communication open.

Dealing with Cold Calls
When you find yourself dealing with cold sales calls, the temptation is often to try to end the phone call as soon as possible. The problem with this is that the telesales person will continue to contact you on a regular basis as your name comes to the top of their prospect database. A better course of action is to determine whether the products or services on offer are of interest and either: Ask for information to be sent to you, and remember to action it when it arrives. Take and file the caller’s details, and tell them that you will call back if the products or services become of interest. You may also want to ask them to remove your name from their database. Alternatively, explain briefly why the products or services are inappropriate for your organization and ask to be removed from their database.

The Outgoing Call Log
The telephone can eat heavily into your time and it is essential that you use it in the most efficient way. The most important technique is to group your outgoing calls and set aside a block of time in which to make them. Use an outgoing call log like the one shown and fill in the appropriate areas before making the call.
This will help you to concentrate on what you want the call to achieve. It should also help you to plan what information you need to hand before making the call. Will the other person need any facts and figures from you?

An efficient telephone manner should incorporate the following: Begin by telling the other person the purpose of your call by making a clear statement. For example: “Hello Sarah, its Steve from NCJ here, I'm calling to ask how our website design changes are progressing". You should then raise your key points one at a time and make sure that you have clearly understood the information that has been exchanged; this can be done effectively by repeating the main points. For example: "So you need me to supply the artwork by Friday the 20th and you'll finish the distributor pages by the 24th, is that right?"

A further advantage of using a call log is that it will help you to leave a clear and coherent message if you end up speaking to the other person’s voicemail, or to one of their colleagues. For example: “Hello Sarah, its Steve Smith from NCJ on 01789 414122. I'm calling to ask how our website design changes are progressing. Specifically I need to know the deadline for the new artwork and when you expect to complete the distributor pages. If I haven't heard from you by noon tomorrow, I'll call again then. Okay Sarah, this is Steve Smith on 01789 414122, goodbye." When leaving messages start with your name, organization, and your phone number. Then using your outgoing call log, state the reason for your call and indicate when you intend to call them again. If you want them to call you back repeat your name and phone number at the end of the message.

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