Webmail (Training Registry) - Leadership Update from Laura Hauser and Dave Hauser

Make Sure Your Employees Understand Your Expectations

#6, May 6, 2008

According to Gallup research, less than 50 percent of employees are clear about what is expected of them at work every day. There are two reasons why this miscommunication takes place: 1. Managers assume their communication has been clear and that the employee understands what to do, when in fact they do not, and, 2. Employees fear that asking for clarification will make them look incompetent or result in a negative reaction from "the boss." The first thing you can do is make sure you let your team members know that asking questions about an assignment is a positive sign to you that they are taking the initiative to do the job right. For example, imagine you have just given an employee an assignment, but he isn't quite clear on what you expect to see as the finished product. Here is how the conversation could go:

YOU: Sam, I need you to take over the responsibility of producing the latest earnings report. I need it on my desk every Monday morning. Are you clear on what you need to do for these reports?
SAM: I believe so--I've seen the reports often enough.
YOU: Have you actually done this type of earnings report before?
SAM: No, I haven't. Jim has been in charge of them for the last year.
YOU: Are you sure you have all the necessary information and the directions for how they need to be done?
SAM: Well...it would help to go over it; and I'm not entirely sure how they should be formatted.
YOU: No problem. Here are some of the recent finished reports so you have a model to work from. Let's meet this afternoon to go over how to incorporate the information. And thanks for being open with me. You won't ever be in trouble with me for saying you're not clear about something.

The key to having clear expectations is creating a safe environment where employees are comfortable admitting they aren't clear or don't know something and then ask follow-up questions. The first thing to do is thank the employee for letting you know that he or she does not fully understand what is expected of them. Employees who seek clarification by asking are demonstrating their desire to do a good job--that's a positive sign. Why do some managers treat them as if they are stupid? As the saying goes, The only stupid question is the one that is not asked.

Keep reading our Weekly Leadership Tips for ways you can create a work environment where all team members are engaged, committed to your organization, and passionate about doing a great job every time.

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