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Blog do Coach - Como lidar com pessoas não planejadas.
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19 d maio d 2019

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Como lidar com pessoas não planejadas.


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25 de outubro, 2013 | Autor: Christian Barbosa | Tópicos: Comportamento
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Uma pergunta que sempre me fazem é como lidar com pessoas e clientes que não sabem se planejar e são sempre urgentes, afetando o seu próprio planejamento.

A pergunta é boa e super pertinente para começo de ano. Para começar a responder precisamos classificar as urgências em dois tipos: as “imprevisíveis” – que são aquelas que simplesmente não há forma de prever, nascem urgentes, como problemas de saúde, quebras em equipamentos, acidentes, etc. Já a outra categoria de urgências são as “migratórias”, que migram da esfera da importância para a esfera da urgência (por negligência, falta de tempo, esquecimento, falha na comunicação, guerra de egos, etc).

A primeira categoria, das imprevisíveis, por mais que você não acredite, representa a minoria das urgências. Para este tipo de urgência, em geral não há o que fazer para prevenir, simplesmente elas acontecem e precisam ser resolvidas imediatamente.

A segunda categoria é outra história, elas podem ser prevenidas na maior parte dos casos. O primeiro passo para lidar com urgências é entender que elas fazem parte do seu planejamento, na forma de alguma atividade de prevenção ou de espaço em tempo para resolvê-las.

O segundo passo, e mais interessante, é que a urgência acontece porque não conseguimos aprender com a mensagem subliminar que ela nos traz. Quando paramos para entender, a coisa muda de figura. Para isso sugiro que inicie o mapeamento das urgências, pois além de identificá-las, este mapeamento permite que você analise o quanto é possível planejar e o quanto de tempo é necessário deixar livre para as coisas que surgem.

Uma forma simples de fazer isso é anotar em seu caderno, tudo que surgiu como urgência ao longo do seu dia. Se você tiver acesso a Internet, pode usar o Neotriad e classificar as atividades, para analisar posteriormente em seus gráficos.

Eu acompanho uma profissional de marketing de uma grande empresa brasileira, ela está abaixo da gerente e sofre todo tipo de urgências e interrupções no seu dia-a-dia. Após dois meses de análise conseguimos concluir que é inviável planejar mais do que 4hs por dia, pois ela recebe uma média de 5 horas diárias de urgências. Ela tem 9 horas para fazer as coisas importantes e dar tempo de absorver as coisas urgentes de um departamento de marketing, sem deixar de lado sua academia, tempo de ócio (ou preguiça como ela costuma falar) e para aprimorar na sua carreira.

Esse número é super variável de acordo com o profissional e também se alterna ao longo da semana. Não existe fórmula pronta, cada caso é um caso. Além dessa estratégia básica de mapeamento, separei algumas estratégias que usamos na consultoria de redução de urgências:

• Mostre planejamento sempre, seja um modelo. Quanto mais perdido você estiver, mais sujeito às urgências será e menos moral terá de cobrar os outros.

• Se a urgência está sendo gerada por falhas de comunicação, comece a redigir seus e-mails forma mais estruturada, com uma seção de próximos passos mais destacada. Nas reuniões ao terminar envie um e-mail com os itens discutidos e ações acordadas.

• Se a urgência está sendo gerada pela ausência ou falha de processos, envie um e-mail ao seu gerente pontuando o problema e listando as últimas ocorrências da urgência.

• Na sexta-feira de manhã, envie um e-mail ao seu cliente ou gerente com as possíveis coisas que podem se tornar urgências na próxima semana e proponha um plano de ação preventivo.

• Compartilhe com seu cliente seu processo interno e peça ajuda para que o processo atenda as suas necessidades de forma mais planejada.

• Faça um relatório mensal, com todas as demandas solicitadas por seu gerente/cliente que foram Importantes e outra coluna com as Urgências. Coloque suas sugestões para o próximo mês. Se possível, faça uma reunião com o cliente/gerente para expor esses dados. Esse tipo de abordagem mostra profissionalismo e a preocupação da empresa em um trabalho bem feito para ambos e funciona muito bem no lado dos clientes e fornecedores.


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