Thursday, June 23, 2011

Oh, And Just One More Thing...

Is your chef interrupting you eight times each day with clarifications for tonight's dinner?  Or how about the manny?  Is he still bugging you over how to dress Tommy for the Labor Day picnic, even though his new clothes were laid out the night before?  And then there's the landscaper...


Consider yourself lucky.


Interruptions, found by a recent study at UC Irvine to occur every eleven minutes for most managers, are not what you think.  Douglas Conant, former CEO of Campbell Soup Company and the author of TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments, has examined the hidden value of workplace interruptions and turned them into amazing opportunities for your success.  Gallup Management Journal interrupted Conant during his recent busy tour, where he took the welcomed opportunity to explain:

What we've found is that effective leaders are highly effective in these hundreds of touchpoints every day. That's where they have a chance to bring their strategies and their values to life in personally relevant ways.

What you make out of all those small everyday encounters defines your impact on your organization and ultimately, your reputation.


So, the next time the housekeeper inquires (again) about the dry cleaners account, will that play itself out as just another dreary process to keep explaining?  Or rather, will it be used as an opportunity to talk about the goals  -  and the estate's unique values  -  needed to ensure their success?


With touchpoints... you get to choose!