I ran across the following recently and the title made me click and read. Then I shared it with some peers. In thinking about it, I realized it needed to be re-posted here on our forum to get it even more exposure. The five points the author makes are critical in thinking about how much risk we introduce when we fail to do the most basic tasks on our projects. I could go on, but I’d much rather you read what Heather Thornton, Digital Project Manager at Covario wrote. And please visit Covario’s thought leadership page for more articles like this one. Thanks to the Covario team for permission to re-post.
Like many of you, the first job I ever had was in the food service industry. What I didn’t realize then was by the time I had gone from plunging foot-long beef franks into buckets of batter at The Famous Corndog, to waiting tables at our hometown El Chico’s Mexican Cantina, I had picked up a lot more than sticky tips and sore feet.
Decades ago, I gained skills that translate beautifully into my career in digital project management. Here are the top five things I know about project management that I learned while waiting tables:
1. Touch your tables on a regular basis.
Starting out as a waitress, I learned how important it was to “touch your tables.” This means to check in with your guests regularly. Ask how they’re doing and if they need anything. How does the food taste? Should you remind them to keep the 550-degree cast iron skillet out of their toddler’s reach? (The answer to this is always a resounding “yes.”)
This same approach is a valuable practice in my current role as a digital project manager. Whether I’m reaching out to our brand marketing clients, my SEO team, or interdepartmentally within the PMO (Project Management Office) – this practice is key: Connect with your teams on a regular basis, especially while working in the digital space.
It’s incredibly easy to become chained to [insert your device of choice here] rather than to personally connect with those you work for, around, and with on a regular basis. This can speak volumes to team members that may not feel as “connected” as the rest of us.
2. Manage Expectations.
William Shakespeare wrote, “Expectation is the root of all heartache. ” I believe this to be true. Expectations are powerful. A s a server and a project manager (PM), it is imperative to learn to manage people’s expectations. We have all experienced the disappointment of being told our choice dish isn’t available. When this happens, I usually blame the server for not sharing the 86-list during the first table-touch.
A good server knows to set up the proper expectation from the start. When the expectation is set ahead of time, there is less disappointment and frustration later. The same goes for managing your teams. If you are able to communicate ahead of time what each member should expect and what is expected of him/her, the disappointments and frustrations surrounding your projects should reduce.
3. Listen.
We’ve all heard the old phrase, “You have two ears and one mouth. Use them accordingly.” When you ask, “How’s the food,” as you buzz by but don’t stick around to hear how table 13’s burger is raw in the middle, you will more than likely come back to an empty booth and no tip. Similarly, if you aren’t listening to the team’s concerns and acknowledging their ideas, they will eventually stop sharing them and you will be left in the dark wondering how to make things better.
In “The 7 Habits of Highly Effective People,” Stephen Covey wrote, “When we listen with the intent to understand others, rather than with the intent to reply, we begin true communication and relationship building.”
4. Pay attention to non-verbal cues.
We all know how to communicate without saying a word. Even the shyest of people communicate many thoughts, but you must pay attention and hone in on the signs. Are they chewing a little too slow? Do they have a furrowed brow? They probably aren’t happy with the food they are eating.
Back at the cube farm we all know as long as someone is scrolling through web pages or apps, they are not listening to a word we are saying. Instead of ripping the phone from their fingers and throwing it against a wall, we should first attempt to turn this around to work for us in a positive way.
Read up on how to understand non-verbal communication effectively, as well as how to use body language to work for you. Then, pay attention to what gestures, ideas and processes cause others to tune you out versus the ones that make them perk up. Put your newfound knowledge into practice and before you know it, you will be interpreting and communicating like a champ – words optional.
5. A little table-talk goes a long way.
Last but not least, casual conversation provides an avenue for personal connection, and we need to work to maintain personal connections in the digital industry. A little old-school table-talk can go a long way. This works hand-in-hand with touching your tables when trying to build strong professional relationships. Your team will see the personal connection you initiate by touching your tables, but the connection will grow and strengthen with table-talk. Show a little interest in your team and what makes them tick. Some will be more willing to share than others and that’s okay. The point is you’ve made the effort to be personable and approachable, which is invaluable as a PM.
Whether you’ve ever worked in the restaurant industry or not, these five lessons will go a long way in helping to meld an effective team. Whether you’re a PM yourself or routinely work with one of us, try using these tips over the coming weeks to strengthen your communication within your work groups. If all goes well, it will result in positive results and repeat customers.