10 signs that you aren’t cut out to be a project manager

• Date: September 19th, 2007
• Author: Tom Mochal
• Category: 10 things, Project management
• Tags: Project Manager, Project Management, Tools & Techniques, Strategy, It Operations, It service Management, Management, Tom Mochal

Note: This information is also available as a PDF download.

#1: You are a poor communicator

It is said that more than 50% of a project manager’s time is spent in some aspect of communication. This includes meetings, status reporting, e-mails, phone calls, coordinating, talking to people, and completing documentation. Some studies have shown that verbal and written communication takes up 80% of the job. If you are not an effective communicator (and you don’t care to be), don’t go down this path.

#2: You don’t work well with people

If you prefer to stay in your office and focus on your own work, you probably don’t have the collaborative ability to be a good project manager. Good project managers need to spend a lot of time with clients, stakeholders, and team members.

#3: You prefer the details

Many people like to work on the project details. We need people like that. But when you are a project manager, you must rise above the details and become more of a delegator and coordinator. You must rely on others for much of the detailed work when you are a project manager.

#4: You don’t like to manage people

You don’t have much of a project if you’re the only resource. If you want to be a good project manager, you need to be able to manage people. You will not have 100% responsibility for people, but you will need to show leadership, hold them accountable, manage conflict, etc. Some project managers say they could do a much better job if they did not have to deal with people. If that’s how you feel, project management is probably not for you.

#5: You don’t like to follow processes

Yes, I know no one wants to be a slave of processes. But you need good processes to be effective as your projects get larger. If you don’t want to follow good project management processes, you are not going to get too far as a manager.

#6: You don’t like to document things

Of course, all things in moderation. I am not proposing that you have to love documenting to be a good project manager. But you can’t hate it, either. Many aspects of project management require some documentation, including status reporting, communication plans, scope changes, and Project Charters.

#7: You like to execute and not plan

When a client gives you a project, what is your first inclination? If your first thought is to get a team together to start executing the work, you probably don’t have a project management mindset. If you do not want to spend the appropriate amount of time to make sure you understand what you are doing, you are probably not cut out to be a project manager.

#8: You prefer to be an order taker

If you think your job is to take orders from the customer and execute them, you may not be a good project manager. Project managers need to provide value on a project, including pushing back when the client is asking for things that are not right. If the client raises a request that is out of scope, you also need to invoke the scope change management process. If your reaction to scope change is saying, “Yes sir, we’ll do it” instead of going through the scope change management process, project manage is going to be a struggle for you.

#9: You are not organized

People who have poor personal organization skills and techniques usually do not make good project managers. If you’re going to manage multiple people over a period of time, you need to be well organized to make sure that everyone is doing what he or she needs to do as efficiently as possible.

#10: You think project management is “overhead”

10 things you can do to get better customer service

• Date: August 20th, 2007
• Author: Calvin Sun
• Category: 10 things, Career
• Tags: Customer Service, Service Provider, Person, Calvin Sun

Note: This information is also available as a PDF download.

#1: Be clear about your expectations

直到自己想要得是什么。是要解决问题，还是要知道问题真相，是要防范为让，还是解燃眉之急。

The clearer you are to the service provider about what you are expecting, the smaller the chance that you’ll be unpleasantly surprised. When explaining your expectations, try to be as specific as possible. Frederick Brooks, in his classic The Mythical Man-Month, said that project milestones should be “defined with knife edge sharpness.” Think about the Ws: What do you want, when do you want it, where…, etc. Make your expectations quantifiable if you can. That way, there’s less question about whether the service provider fulfilled the job.

#2: Separate the person from the problem

对事不对人

Did you ever feel like yelling at the front-line person who tells you that your flight is sold out, the hotel is booked solid for the night, or that he/she can’t find your trouble ticket? Go ahead and yell, but it probably won’t do any good. It will only alienate the other person, making it even more difficult for you to get what you want. Chances are, he or she had nothing to do with the problem but are only the unfortunate ones listening to you.

I know it may be hard, but try to separate that person from the problem. If you have to complain about the company, use the third person. Instead of, “You guys are all messed up” or “You messed up my reservation,” try, “It’s frustrating how messed up they are” or “They messed up my reservation.” When expressing your aggravation, say, “I’m frustrated by this problem.” Even better, try the good cop/bad cop approach. Say to the front-line person, “They really messed this up, but I’m hoping you can help me by straightening it out.” Speaking this way helps get the other person on your side.

#3: Find a decision maker

找到查fit人

Despite all the recent talk about empowerment, chances are that front-line person lacks authority to make decisions. If so, ask who can make the decisions you need to be made. When confronted by the dreaded statement, “I don’t have the authority…,” ask in response, “Who does have the authority?” When the person says, “We can’t; that’s a violation of policy,” ask in response “Who can change the policy?”

#4: Make sure they’re listening to you

让别人听你说。

If the service provider misheard you, chances are he or she will make an error and you’re going to be unhappy as a result. Therefore, if you’re explaining something, ask that service provider questions to see if he or she understands. Consider asking that person to paraphrase what you said, as a test.

#5: Ask about alternatives

山穷水尽的时候懂得寻求变通

I mentioned earlier about asking, “Who does have authority?” or “Who can change the policy?” Always think and ask about alternative solutions. In fact, simply ask that very question: “What alternatives do I have?” The other person may not even be thinking of alternatives, but if you have ideas, one or more of them might work out.

For example, the restaurant you want to visit right now has a long line. When you ask about alternatives and more details, you learn that the nonsmoking section has a two-hour wait, but the window seats in the smoking section have only a 45-minute wait, and the nonwindow seats in the smoking section are available right now. Depending on your priorities, you may wait for the nonsmoking section, sit in either of the smoking sections, go to another restaurant, or just come back to this one another day.

#6: Distinguish between means (methods) and ends (objectives)

会区分过程和结果，方法和目标

When asking for a service or product, distinguish between the result you want and the way that result is achieved. Be careful, in particular, about trying to dictate the latter. In doing so, you may unconsciously sway the service provider into a less than optimal solution.

Suppose you’re on a business trip to a remote office and are trying to print a document from a shared folder you need for a meeting. Of course, the remote print capability isn’t working. Before demanding that the IT department resolve that capability, ask yourself if you really need remote print or if you really need only the document. If it’s the latter, can you get it some other way? For example, could someone print it for you, then fax it to you? It’s not elegant, but it gets the job done. In this example, rather than say, “I need to be able to print remotely,” try saying, “I need a copy of document X for a meeting.”

#7: Develop self sufficiency

自救是硬道理

Sometimes, rather than relying on others, it’s quicker and easier if you can do something yourself. After a problem is resolved, whether it’s with your car, computer, or sink, ask the person two questions: “Could I have fixed this myself?” and “How can I keep this problem from happening again?”

#8: Know their procedures

知道vendor的办事流程

Face it: Sometimes the people who work for the service provider don’t know all they’re supposed to. In that case, if you know their procedures, you can help them give you the service you’re seeking. A few years ago, I went into a suburban branch of my bank to change foreign currency into U.S. currency. I had done such an exchange before, but at a downtown branch, and I remembered some of the details. So when I was at the suburban branch, I volunteered to them the name of a form to use and the particular department they were supposed to call. My supplying that information saved me (and them) time.

#9: Keep track of names and ticket numbers

追踪名字和TK号

Keep a record of everyone you talk to and a record of every ticket number you receive. I know that a good help desk/trouble ticket system should be able to look up a ticket by name, not just by number. However, those alternate searches might take longer. The more information you keep, the easier it will be to get your problem resolved.

#10: Recognize good service

对优秀的服务要表扬。

If a support person helps you, let that person (and his or her supervisor) know. It’s the right thing to do, and in the future, it could help you if you get that same person.

• Date: December 18th, 2007
• Author: Calvin Sun
• Category: 10 things, Career
• Tags: Advice, Boss, Professional Development, Performance Management, Career, Human Resources, Workforce Management, Calvin Sun

My boss just pushed me over the limit

I’d like to call him somethin’

I think I’ll just call it a day…

– Alan Jackson, Jimmy Buffett, “It’s Five O’clock Somewhere”

Bosses: You can’t live with them, and you can’t live without them. Like it or not, most of us must deal with a boss, and the way we do so affects not just our career advancement and our salary, but also our mental well-being. Here are some tips on how to get along better with your boss.

#1: Remember that your boss just might have useful insights
老板到底是老板，她能坐上老板，你就不应该小看她。

Think you have a clueless boss? Remember the words of Mark Twain, who once said that when he was 14, his father was so stupid it was unbearable. Then, he continued, when he became 21, he was amazed at how much his father had learned in just seven years. Your boss might be smarter than you think, and maybe later in your career, you will appreciate that fact. Regardless, a bad boss can still offer good advice.

I remember what a boss from years ago told me about the workplace. He said I should be aggressive and find out what people needed done rather than sit back and wait for assignments.

Think of it this way: You still can learn from a bad boss. Analyze why that boss is a bad boss and then resolve to avoid those things if you ever become a boss yourself. As the cynic reminds us, even a stopped clock is correct twice a day.

#2: Know your boss’ objectives
知己知彼1- 知道老板想要什么

Software developers often concern themselves with “traceability.” The requirements for a software system must directly or indirectly be tied, or traced, to the objectives of the company. In theory, therefore, any requirement that lacks such traceability should be considered irrelevant and removed.

In the same way, try to see the bigger picture. You need to know what the boss expects of you (see the next tip). But at the same time, you need to understand how your job helps the boss. Make sure that what you’re doing not only meets your own job description but helps the boss achieve his or her own objectives.

#3: Know what your boss expects of you
知己知彼2- 知道老板想要从自己这里得到什么

When I was young, I once complained to my mother that I had nothing to do. “Calvin,” she answered, “Why don’t you practice piano?” That was the last time I ever complained to her about that topic.

Ignorance of your parents’ wishes may be fine when you’re a child, but ignorance (willful or otherwise) of your boss’s expectations can kill your career. How can you expect a good performance evaluation if you’re unaware of how you’re going to be measured? If you know your objectives, are they quantifiable? If so, both of you will have an easier time during your evaluation.

Every once in a while, check with your boss about what you’re doing and what you’ve accomplished and make sure your boss has that same understanding. If your boss has issues with your performance, it’s better for both of you that you know sooner rather than later, so you have time to make adjustments.

In a perfect world, no surprises should arise during your performance review. If they do, either your boss didn’t communicate the objectives or you failed to understand them. Don’t let that happen to you.

#4: Be low maintenance
做盏省油灯

Don’t be the “problem employee,” the one the boss always has to check up and follow up on. Instead, try to be the one the boss can depend on. It might not be apparent immediately, but a good boss will recognize and appreciate that trait.

Are you going to be perfect in your work? Of course not. You’re probably going to make a mistake or create a problem at least once. However, when that happens, and you go to your boss (as you should, as mentioned below), try to go not just with the report of the problem. Think of some solutions and be prepared to offer your recommendations to your boss.

#5: Don’t surprise your boss
知己知彼3- 不要给老板惊喜

Don’t let your boss be blindsided by bad news. In other words, “fee up” if you created a problem or made a mistake. It’s better that bad news about you should come from you — not from a customer, not from a co-worker, and absolutely not from your boss’s boss. Did you have a negative interaction with an abusive caller or customer? As soon as the call is finished, call your boss and give a briefing. Tell the boss who you spoke with, why that person is upset, and what the boss can expect to hear from that person. Also give your side of the story.

The same advice applies to good news as well. Let your boss know about your successes. Otherwise, your boss might give the impression of being unaware of them when his or her own boss offers congratulations.

#6: Acknowledge your boss in your successes

自己的成功和老板分享（分开来享受）

The moment has arrived: You’re in front of your group, receiving an award or other recognition from your boss or your boss’ boss. An appropriate thing to do at this point is to recognize the people who made it possible, in particular your boss. It’s easy to do if your boss really did help you. What about the “difficult” boss, though? You should try to say something, but at the same time you probably should be truthful as well.

Remember what we discussed above — that even a bad boss can provide good insights and examples. Did your boss discourage you or make things difficult? Maybe, in that case, you could thank your boss for helping you “keep things in perspective” or for “serving as a sanity check” or for helping you “see the problem from multiple points of view.” Don’t push things, or you may start sounding cute and insincere. However, do try to say something about your boss’ help.

#7: Don’t take criticism personally

工作就是对事不对人

Because most of us are so involved with our work, it’s hard to separate ourselves from it. So when someone criticizes our work, we view that criticism as a personal attack. Reacting that way can hinder our development and our progress. The next time your boss (or anyone else) criticizes your work, try pretending that the work was done by someone else. Then, examine it as a third party would and test the validity of the criticism.

A smart boss realizes that your success is tied to his or her own success. Therefore, the boss has an interest in your doing well. Furthermore, criticism from the boss could be a sign that the boss has high expectations from you. When I first began working, I was upset because my boss had given me a task that I thought was too hard. I discussed my concern with a friend of my father, who worked in the same area as I did. Though it happened years ago, I still remember that friend’s advice. “Calvin,” he said, “[name of boss] gave you that task because he thinks you can do a good job.”

#8: Remember your boss has a boss

老板也有老板，老板是老板的老板的部下。懂得怎么讨好老板的老板，让老板和自己16面玲珑

We discussed earlier the importance of knowing your boss’ objectives. In the same vein, be aware that your boss has a boss as well. You can use that fact to build a collaborative relationship with your own boss, because both of you have a common objective of making the boss’ boss happy and making your boss look good. Having that collaborative relationship gives your boss a better impression of you and gives you visibility to your boss’ boss.

#9: Don’t upstage your boss

不要和老伴抬杠。

Upstaging your boss can limit your career mobility. Therefore, be careful of correcting your boss in public, as someone did to my father once. While he was making a group presentation, he referred to Worcester Polytechnic Institute. In doing so, he correctly pronounced it as “Woo-ster.” This person spoke up, saying, “Wellington, you’re wrong. It’s ‘Woo-ches-ter.’” Fortunately, my father was smart, deflecting the comment with the following answer: “I’m sorry. Please forgive me. English is only my fifth language.” My father humorously defused the situation. However, the fact that after all these years I still hear this story tells you what my father thought of that correction and the person who made it.

There’s one instance when it’s okay to correct your boss in public: when your boss mistakenly thinks he or she made a mistake but really didn’t. Suppose your boss quotes a figure while giving a presentation. He or she then stops and says, “I’m sorry, I think I made a mistake.” If you know the boss was originally correct, it’s fine at that point to interrupt and say, “No, [boss’ name], you’re correct.”

#10: Manage your boss when necessary

在适当的时候管理老板

Getting ahead in your career requires more than just sitting back and waiting for assignments. You must take initiative, looking for opportunities and problems to be solved. In doing so, take advantage of any organizational power your boss might have. Explain to your boss your plans and why they represent a good business decision. Then, ask your boss to fight any bureaucratic battles that may arise and to run interference for you. In doing so, you recognize the boss is the boss. However, you are directing your boss, in taking advantage of pull that you possibly lack.