I've always been interested in watching how people work. I'm fascinated by how they interact with each other and what, exactly, creates a successful work environment. Whether that work happens in an office or bistro, I've noticed it's about how people view their work and each other. And then, how they move together to get things done.

The 100-foot lesson

Years ago, my husband and I visited a now well-known restaurant in the Ottawa area. The WORKS Craft Burgers & Beer was relatively new and the smallest restaurant I'd ever stepped into. I wasn't sure I'd enjoy an eating experience sitting so close to the cooking fire, but I was about to receive a masterclass in operational harmony.

Looking at the menu, I didn't realize hamburgers could be so complicated, but our waitress was passionate and engaging as she helped us navigate the myriad choices before us. She left us with our menus then, giving us time to sort out our wants and promised to be back soon. As she stepped away, I began to watch the "stage".

There was one cook and two other servers working in a space that was no larger than 100 square feet. It seemed an impossible space in which to maneuver, yet what unfolded was extraordinary.

Synchronized under pressure

At one pivotal moment, the restaurant was at a fever pitch: the grill was sizzling, every table was occupied, and the line-up was out the door. The servers were a blur of motion moving between the tables, the bar and the serving stations, and greeting guests at the entrance. Then, the phone rang.

The server closest to the phone was holding a full tray in one hand and extra cutlery in the other. Noticing the bartender close by, she simply bent over, allowing him to reach over her and answer the call. The phone cord (yes, this was a wall phone!) stretched over her head and she deftly spun out of the way to continue her delivery of an aromatic tray of delights to a foursome at the table nearby (of course!).

As the bartender hung up, a quick nod and a shared message about a supply delivery was relayed to the chef, who dipped his head in acknowledgement. Everyone in the loop, business taken care of, and the pursuit of cooking, serving, and attentively caring for all their customers continued without the slightest hiccup or spill.

From motion to method

I realized then that I wasn't just watching a busy shift at a restaurant; I was watching a well-choreographed team in action. Their synchronized moves weren’t accidental; it was the result of mutual respect, a shared belief in the product, and a clear understanding of what is needed to deliver.

Now, maybe they were not always that coordinated and good natured, but that day they certainly showed what it takes to be successful in any work environment. Regardless of the work we do, there are certain ‘moves’ we take with the people we work with: our co-workers, our clients, our bosses ... and sometimes those ‘moves’ are simply a part of who we are. We bring that to the places where we work.

How we move at work can lead to harmony or chaos, or something in between. WorkMoves ... we all have them!

This observation became the seed for the name WorkMoves. Whether you are stabilizing a workforce in transition or implementing a strategic or operational shift, the questions remain the same:

  • How does your team move to the flow of work?
  • What can others learn from how you choreograph your operations?
  • Where do you need to adjust your steps?

At WorkMoves, we use our Rapid Response Orientation System (R.R.O.S.)™ to help you design that choreography, ensuring that no matter how complex the environment, your team moves with the same grace and efficiency I saw in that tiny kitchen years ago.

Note: This article was originally drafted in 2010 and served as the foundational concept for naming our consulting practice. It is published here for the first time in its updated form.