1. Crisis and interruptions are part of a "Perfectly Normal Day."

2. A "Perfectly Normal Day" is like a jig-saw puzzle. It's made up of a lot of fragmented pieces that have to be sorted and arranged in the proper order.

3. Accept the things you can't change. Control the controllables.

4. Keep interruptions short. Set a time limit and stick to it. Set the stage in advance. Share "A" priorities. Keep pencil in hand or hands on keyboard. Stand up. Meet away from your office, where you can leave. It takes two to make small talk. Ask: what is the main problem? Say no but don't leave them empty-handed. Glance at the clock.

5. Be ruthless with time but gracious with people.

6. After interruptions, go back to your priority task directly.

7. When a crisis occurs don't come unglued. Use your energy to find solutions. Take time to think about the problem. Consider your options (make a list). Rest 5 minutes. Don't start a fire putting out a fire. Turn a crisis into an opportunity.

8. Practice prevention. Reorganize your work area. Don't leave the welcome mat out for interrupters. Don't keep too many chairs. Cut down on noise. Put up Do Not Disturb signs. Remove yourself from interruptions.

9. Don't interrupt yourself by visiting, gossip, eavesdropping, calling family, or telephone tyranny.