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Mastering the constructive brush-off
‘Every morning I have a “to do” list of tasks to complete before the end of the day, but after numerous phone calls, meetings and countless interruptions, I barely ever make it even half-way down the list!’ --swamped
Yours is a common problem. Here are some pointers.
1. Set the tone of the conversation.
Create the right expectations. Body language often carries more weight than the spoken word. When people come to your desk do you sit back, push your chair away, turn to face them and smile? Do you ask the fatal question, 'What's up?' Resting your head on your hand, leaning against a desk or a doorway, and rocking back and forth are all gestures that say to the other person, ‘Let’s have a nice chat’.
Instead, try these friendly yet professional questions: 'How can I help you?' or 'What can I do for you?' Keep your pen poised, fingers on the calculator or phone in hand. A pleasant yet crisp tone of voice goes a long way to relaying a subtle message of business first, socialising later.
2. State your time limits.
If you only have a few minutes or if you are busy, say so. 'Can we talk later, or can I pass you over to someone who might be able to help you immediately?' Let them make the choice between you later or someone else now.
3. Steer the conversation.
Beware of visitors with multiple agendas. They ostensibly come to discuss a purchasing order problem, but once that has been taken care of, there's something else they want to talk about. Try asking such ‘multipurpose talkers’ to tell you what they want to discuss. You could even take brief notes to force them to be clear and specific and to get agreement on which issues will be discussed. If you can’t get them writing, ask them to choose the most important issue and work through that one until it’s resolved. Schedule the others for later.
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