Management Missteps: Common Mistakes That Can Trip Up New Management

Managing employees has never been easy, but these days it seems that new restaurant managers face even more potential pitfalls. Seemingly inconsequential actions can send managers tumbling down into a dark morass of complaints, conflicts and possibly even lawsuits.

Here is a roundup of the most common management missteps and some common-sense suggestions restaurant owners can use themselves or share with their management teams to keep management-related problems at bay.

  Manager does not communicate effectively with employees: A well-informed group of employees is one of the most important ingredients in a healthy, upbeat workplace. Managers who communicate just the big-picture issues and skip the "little stuff" — such as a broken coffeepot, slight schedule changes or a new format for payroll checks — may unintentionally pass over things that are important to employees. By talking about seemingly little issues, managers can prevent resentment and foster a sense of ownership among employees.

Also, if the manager offers only infrequent performance feedback, or none at all, employees will not know when management is dissatisfied. If the manager does not discuss performance problems with employees until performance-review time, employees can be shocked and defensive, and much of the potential for improving their work performance will be lost. Managers should act on problems as they occur.

  Manager does not delegate responsibilities to staff members: This is a common problem among inexperienced managers. By delegating certain tasks, a manager is able to keep his or her own desk clear and to give employees the opportunity to develop problem-solving skills that will improve their own career potential.

  Manager takes work-related issues personally: Naturally, a manager might be angry when an employee is late for three days in a row, or when an important task isn't completed on time. But managers must be careful not to turn work-related issues into personal ones that could spark animosity between them and the staff. The management team must maintain professional objectivity and decorum — no matter what issue arises.

  Manager does not set parameters: Every management style establishes a certain set of employee expectations. So a manager needs to alert staff members if he or she wants to know the instant an inventory problem occurs in order to handle it personally. Or, if the manager prefers to have employees suggest their solutions when reporting a problem and then have the employee handle the situation, the manager needs to communicate that policy. Be sure employees understand what management expects of them.

 Manager never shows appreciation to employees: Running a restaurant is an extremely demanding job, so it's understandable that managers may not always remember to say "thank you" to employees. But expressing appreciation to employees for a job well done should be the rule and not the exception for the restaurant's management team. Regular words of praise for top-notch work performance, or even just for commonplace dependability, will affirm your employees' value to the operation. Managers should remember that most employees need positive reinforcement to perform at their peak.

 Manager fails to motivate workers: It may be easy to assume that the weekly paycheck alone will motivate employees, but experienced managers know that isn't true. Other motivators, such as benefits packages, opportunities for personal and professional growth, friendships made on the job, and the chance for additional training to enhance skills, can all be vital to employees. A wise manager discovers what is important to each employee and then responds accordingly to motivate that particular worker.

 Manager treats all employees the same: That might seem like a smart move — but no two employees are the same; they don't possess the same skills, temperaments or experiences. Therefore, no two employees require the same kind of supervision. Some employees need a fixed routine with a lot of direct supervision; others prefer to work independently. Managers should figure out what management style works best with each employee.  

 Manager does not obtain necessary information: Inadequate information leads managers to make poor decisions. Valuable information comes not only through formal channels but also from casual conversations with workers, staff conferences, informal networking and regular tours through the restaurant. Managers should keep three or four information channels open to minimize unpleasant surprises.

  Manager does not demonstrate loyalty to employees: Managers usually expect employees to show loyalty to them, but they may forget that loyalty is a two-way street. The management team can demonstrate loyalty to the restaurant's workers by making positive comments to staff members, by acknowledging their special occasions, by paying attention to their personal needs and by using workers' mistakes as an opportunity for mutual learning.

The worst mistake?

There is one management misstep — lack of planning — that is possibly worse than all the others. Lack of planning can lead to mismatched priorities, poor scheduling and improper allocation of the manager's and employees' time. In fact, many of the 10 most common mistakes have their roots in poor planning.

Establishing clear goals and objectives — together with the use of other effective management techniques — will keep the restaurant management team in step with employees.