Earlier this week I was attempting to help my eldest with her homework which, ironically enough, leads to her teaching me something and her left feeling like a tutor and a student at the same time.
We were reviewing the steps to the Scientific Method and it was not until later in the week that I found myself applying some of these same principles when dealing with unruly staff. It occurred to me that a good manager should use these steps when faced with many of the issues we find ourselves in day to day. So let me offer you my own bastardized version of the Scientific Method
Step 1: WTF
This comes at you in many different ways. From broken equipment to squabbling staff members. Important thing is to isolate the question as the issues get muddied...and quick. Remember the basics here: How, What, When, Why, Which, Where and How.
Step 2: Do your research.
Luckily for us this does not involve needing to go to the library digging through countless journals but it does involve being thorough. Again our staff typically will be happy to tell us all about the problems all day long but it is important for you to dig into them yourself and identify what the problem actually is. More times then not this process has led me to something entirely different than what I was led to believe initially.
Step 3: Make a Hypothesis
Great, so we know what the problem is and now we need to make a plan on how to fix it. Through our process of watching, asking questions and listening to our staff, or that strange noise coming from the refrigerator, we have an idea of what the issue could be. Maybe we need to move staff around or have a sit down with a couple of them, or maybe we need to pull that plastic portion bag out of the condenser fan.
Step 4 & 5: Do an experiment & analyze your data
Test it out. Did your actions move the needle at all? If so, high five. We're managing a restaurant! If not, keep at it. There is always a solution.
Step 6: Communicate your results
Important step here is to communicate with your staff what you have learned here. You want to make them better staff by helping them learn from these processes too. It will help empower your staff, help their communication skills grow and maybe help them be more solution based not just problem based over time. Maybe.
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