In the preface of TouchPoints author Douglas Conant, president and CEO of Campbell Soup Company, explains that he doesn’t get tired of “ceaseless interruptions” because he doesn’t see them as that. Instead, he says, “They’re opportunities to touch someone and improve the situation.”
Conant and his co-author Mette Norgaard argue that through these interactions leaders are able to increase their impact and promote their organization’s strategy and values.
In the book the authors discuss the TouchPoint Triad: Listen, Frame, Advance. A good starting point is to ask the question, “How can I help?” Framing the issue ensures that we have the same understanding of the issue. Advancing means deciding what steps to take next. A final point, they make is to follow up to see how things worked out.
This isn’t a weighty book, but it definitely changed my approach to the opportunities I have to interact each day.
How do you spend your day? Do you have interruptions or opportunities?