Q: I’m a broker support and basically look after the submissions and settlements for all five of the brokers in the team. Everyone’s nice enough, but I’m usually completely overwhelmed by my work. Everyone’s deals are ‘urgent’ and ‘important’. Everyone wants to be top priority. How do I deal with this?
Ah, the old ‘conflicting priorities’ challenge … It’s a bit boring and seems basic, but the solution lies in embracing structure and enforcing boundaries.
Think of yourself as a nurse in a hospital ER – you need to determine which of the ‘presenting problems’ are genuinely critical and which can wait a little bit. Obviously settlements go to the top of the list, but what’s more important after those: lodging a submission or arranging a valuation? Rank your tasks in order and note how long they usually take.
It’s a good idea to involve the team leader/GM to make sure your thinking matches with theirs, i.e. what do they determine is the equivalent of a broken leg versus twisted ankle?
Now manage your workload and push back on the ‘urgent’ stuff with your ‘triage plan’ and these steps:
- Step 1: Clarify your current priorities and schedule them into your day. The gaps will show you what you can do and when.
- Step 2: Negotiate deadlines in line with the agreed triage matrix. This might be as simple as saying “I’m working on a settlement for Jack that he needs by noon. Can I get this to you by five?”
- Step 3: Manage people’s expectations before taking on new tasks. Communicate your current priorities and agree on a completion time.
It can be stressful to juggle people’s priorities and expectations. Be prepared to put in extra work, if appropriate, to keep people satisfied. Just make sure that this doesn’t happen too often.
Have a question for our expert psychotherapist Bronwyn Penhaligon? Send your questions to [email protected]
Or, if you feel you need more support, you can visit penhaligons.com.au to schedule a one-on-one appointment.
Bronwyn Penhaligon
Strategic psychotherapist, Penhaligon Applied Psychology
