Time Management
1 Mar, 2007
By: Beth N. CarvinQuestion:
I recently started a new job managing a busy contact center. I feel like I never have enough hours in the day to get everything done. Any tips for managing time in a crazy, hectic environment?
---Busy Bee in Baltimore
Answer:
Dear Busy,
Managing time is one of the perennial challenges when working in a busy environment like a contact center. No doubt you are experiencing the struggle between the urgent requests that require immediate attention and the important tasks you want and need to get done. Urgent tasks are generally interruptions from others who feel (rightly or wrongly) like they must be done now. They come in the form of fires (the phone system goes haywire) or obligations (a good client is anxious to speak with you). Important items are high-value work activities that do not have an immediate deadline. Revamping a failing incentive program, finding a mentor for a new supervisor and creating an employee-retention strategy are all important but not necessarily urgent work tasks.
Urgent interruptions are time-devouring monsters. If you allow them, they’ll eat up all your hours in the day; and then some. Successful people master the art of balancing the urgent and the important. To help you become a master, I asked a panel of human resources experts for their advice. Here are some of their favorite tips.
1) You Are In Charge. When someone comes knocking with an urgent task, remember you are the one who decides whether you will handle it immediately or take care of it later. To make that decision:
a. Rate the importance of the urgent request. If it’s both urgent and important, do it now.
b. Calculate the time to complete the urgent task. If it will take less than five minutes, do it now.
c. Ask the requestor how urgent the task is. Sometimes you assume the task is urgent only to find out it’s not.
d. Pay attention to the stakeholder making the request for your urgent help. If it’s a boss or best client, do it now.
e. Compare the urgent request with the important work you’re currently doing. Which is truly the most important?
If you decide not to work on the urgent item immediately, kindly let the requestor know when you will be able to help.
2) Plan Your Day. Having a written plan will help you accomplish as much important work as possible between the urgent interruptions. Most successful time managers use lists. A three-column list with high, medium and low priority tasks can help you focus on the important things you should be working on at any given time. Another method is to use a notebook with calls and notes for the day on the left page and important to-do lists on the right page. You can use online or computerized calendars and to-do lists with pop-up reminders or simple paper and pencil. Always plan your day the night before and remember to break large, daunting projects into manageable bite-size chunks.
3) Manage Interruptions. Don’t forget that doors close, phones switch over to voice mail and e-mails don’t disappear if you don’t read them right away. When a talkative colleague interrupts your important work, stand up and lead him or her to the door. Throw away your guest chairs if you need to or speak to guests while standing. To rid yourself of interruptions for 30 minutes each day, follow the 15/15 rule. Come in 15 minutes early, leave 15 minutes late.
4) Schedule Distractions. Keep controllable distractions like working on the Internet to just before lunch or at the end of the day. If you must participate in distractions in the morning or afternoon, make sure you have the discipline to limit the amount of time spent. An egg timer can come in handy.
5) Delegate. Develop a strong, well- trained team to support you. If you don’t have assistants, find a good back-up person who can handle urgent matters while you’re behind closed doors on important work. Be prepared to back-up your back-up person when she or he needs quiet time as well.
6) Stay Refreshed. Always strive to eat healthfully and get a good night’s sleep on work nights. This will keep you sharp and help you in balancing the urgent vs. important. And most important, do work you love so both the urgent work and the important work is fun, interesting and enjoyable.
