How to make an open-door policy a reality

There is a cartoon in the Nov. 15th issue of The New Yorker, showing an executive-looking type with a briefcase talking to a seated administrative assistant. The exec has a stunned look on his face and the assistant is saying, "The open-door policy is only for leaving." The problem with an open-door policy is that employees often don't believe the door is open, especially when they hear things like this: "Joe, I would be glad to talk to you about XYZ, but we need to get the widgets delivered right now. Let’s do it later." The door shuts, and the employee never gets to talk. Here is a suggestion: Train supervisors to take a mental time-out, focus for 60 seconds on the employee’s request and take action, i.e.: "Joe, I really to want to hear about XYZ. Right now, we need to deliver the widgets. Can we meet at 9 a.m. in my office, when I can give you the time and attention you deserve? If not, what is good for you?" The follow-up makes all the difference.