Trying to juggle ten balls, being ever present for meetings and client needs and finding time to actually get work done poses quite the challenge. We start the day with our lists and our tasks, more or less having the day carved out. Then an email marked “Important” hits your inbox, or the phone rings and a hot potato is hurled in your direction. You can catch it, dodge it, or try to ignore it.
Sometimes it seems like new tasks and problems are coming at you from every direction, similar to the Whack-A-Mole game. Just as you begin tackling one issue, another one pops up, and another. Soon you find yourself sitting at your desk, head in your hands feeling overwhelmed with a sense of dread. By jumping to conclusions and imagining the worst-case scenario, common sense and perspective can elude us.
It is inevitable that we will have challenges – both small and large – to manage during our day. Some people have the ability to quickly digest the information and make a plan and deal with the issue with grace and clarity. That is a far better roadmap to follow than the whack a mole method of problem solving. To “fake it till you make it” and keep your cool under pressure, follow these simple steps (minding the order as well!):
Step 1: Relax, take a deep breath, and count to ten It may seem counterintuitive, but the adage we learned in kindergarten holds true here. By the time we get to 10 our anxiety, anger or knee jerk reaction will diffuse, and instead of escalating the issue we can keep ourselves in check. Try stepping outside, grabbing a breath of fresh air, walking around the block, and remember to breathe. With a clearer mind, we can now think of the next ten words and actions.
Step 2: Get the facts and stay solution focused It is time to begin the dialogue and start problem solving. Communication is key. Asking questions and gathering facts keeps us calm and increases our confidence. Talk to your team and those involved to fully understand what is needed or what happened. For instance, clearly break the situation down into chunks. What is the situation? When did it happen? How did it happen? What are the facts? Are the facts accurate? The more focused on the solution you are, the more capable you will be to make good decisions and solve the problem.
Step 3: Listen Listening to others shows people you are interested in and value their opinions. Actively listening, reflecting back and being empathetic toward the other person, validates how they are feeling and builds trust. Listen to ensure you understand the question, request, or what the escalation is before you reply. Some strategies to keep in mind are: Tune out distractions and focus (no multitasking); concentrate on what is being said, rather than on what you want to say. This is a great opportunity to find out the problem/situation; don’t jump to conclusions and listen to tone; repeat what the client has said, paraphrase what they are saying to clarify what they are saying. This shows that you are paying attention and comprehending what is being said. Don’t forget to take notes you can refer back to.
Step 4: Attitude Matters A positive attitude goes a long way. Attitude is infectious, and having a positive attitude tends to make us more productive and usually calms the other party in your situation or escalation. The ability to see the glass half full expands the landscape to find and see the opportunity that comes out of every challenge. To jump start this, perform your work with enthusiasm. Be thankful, acknowledge a job well done in yourself and coworkers, celebrate the successes, no matter how big or small. And don’t forget to smile and laugh. It will relax you and allow you to enjoy the journey. And when you have another mole pop up, go back to step 1.
Step 5: Keep things in perspective Finally, to keep your cool amid the chaos, keep the situation in perspective. Consider what is the worst thing that can happen. In the overall scheme of things, how bad is this? Talk with colleagues, coworkers or a trusted advisor to help you see things from different angles. Most likely you will realize the situation is not “the worst case scenario” you might have imagined. With varying perspectives you can avoid dramatizing and building a mountain out of a mole hill (no pun intended).
5 simple steps to diffusing your situations and keeping your cool amid all of the craziness. It’s time to roll up your sleeves, dig in, whack those moles, and face the issue head on. Keeping a sense of humor helps, as well as looking on the bright side. Remember, out of every crisis comes an opportunity.
Further Reading
The Agile+Analytics Project Manager: Props All Around
The Agile+Analytics Project Manager: How to Make Preparation a Priority
PMO Grace Under Pressure: Managing the Chaos
