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Archive for the ‘Managerial Musings’ Category

In the last posting on this topic, we looked at how the managers who send hand phone messages can be less interruption and by doing so create better rapport with their staff. In this posting we shall be looking at how the manager receiving the message can reduce the interruption possibilities.

Let’s start by asking a question. When do you switch your hand phone off or deliberately not have it with you? Such times could include when you are in a management meeting, meeting with your boss, having a shower or using the toilet. There may well be others.  Next silly question, does the world come to an unscheduled end, when you do not immediately answer your hand phone at these times?

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Thanks to the people who offered thoughts on the first managerial musing.

As a result of your input, I have cobbled together a suggested code of practice for using the handphone, but first some background. The invention of the telephone was a major breakthrough in communication. It provided inter-connectivity for everyone who owned a telephone to communicate with anyone any time anywhere. It may have been the first 24/7/365 application. However, the telephone suffered the limitation of being a fixture in the office. Away from the office meant away from the phone.

Enter the handphone, and suddenly this limitation had gone. 24/7/365 was laterally a reality. However the iniquitousness if the handphone is both blessing and curse. In the case of the manager in our musing it was certainly both, and, in fact, a costly curse. The client was clearly unimpressed with protestations of excellent customer service, when he couldn’t even get the manager’s undivided attention for half an hour!

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“Ah. Good afternoon, sir. I am so glad to see you again. Thanks for making the effort to come to see me. Would you like a drink of something? Tea? Coffee? Cold water? I’m really glad to see you, because we have been working on this issue for so long. It will be great to finalize it today.”

(Hand phone rings. Listens to caller for around a minute. “OK. I understand what you are saying. It seems to me there are two issues, but I really don’t have time to go through them with you right now. I have a guest. …. Oh! You have to go out for a while? OK, then I’ll be very brief because this is an important meeting” Covers the issues, taking about 4 minutes. Closes off call)

“I’m really sorry about that. One of my staff with a problem. Let’s get back to our discussion. Where were we?”

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