by Wally Bock
© 2006
http://www.performancetalk.com
If you're the boss, you have to give directions.
It's part of the job.
Do the job well and you only have to do it once.
Do the job poorly and you have to do it again. You might even
have to fix things that have been done wrong. Here are three rules
and twelve tips for giving good instructions.
First, here's a quick list of the three rules.
Rule 1: Give instructions in the ways that
work best for your subordinate
Rule 2: Give your directions in more than one way.
Rule 3: Check for understanding
Now let's review the rules in detail.
Rule 1: Give instructions in the ways
that work best for your subordinate.
Different people process information in different
ways. To be most effective, you need to master different ways
of presenting instructions so you can choose and use the best
way for each subordinate.
Psychologists tell us that there are three
basic information processing modes. Visual processors think
in pictures, while auditory ones think in sound and dialogue.
Kinesthetic processors need motion and gesture to understand.
Frame your instructions in language that matches your subordinate's
preferred mode.
Use the language that your subordinate likes.
Note the phrases they use to indicate things they approve of
such as "That sounds good" or "It feels right"
or "It makes sense." If you use familiar terms when
giving instructions, your subordinates are more likely to get
the message.
Some people prefer you to start with concrete
examples and then move to a general principle. Others prefer
you to start with the general principle and then provide examples.
If you are familiar with the people who work
for you, you should learn about what's important to them and
how they communicate. Use sports examples for sports lovers
and cooking or gardening examples for people who enjoy those
pastimes.
Rule 2: Give your directions in more than
one way.
Here are a few ways that work:
Use diagrams and pictures. These can be a great
supplement to words alone.
Bulleted lists let people review a number of
things quickly. If there's a priority or sequence to your instructions,
use a numbered list.
Use "if-then" charts to help people
understand options. List possible situations your subordinate
might confront in the "If" column. Then, right next
to it in the "Then" column list the response you expect.
If it's appropriate, act out your instructions
or demonstrate.You may want your subordinate to shadow someone
who is already good at the task.
Stories are the ways that human beings have
made sense of complex issues since the dawn of language. Use
stories to help you make your points.
Write important instructions down so your subordinate
can carry them away and refer to them as needed. Lists and if-then
charts are excellent for this.
Rule 3: Check for understanding.
Stop from time to time and check to determine
if your subordinate understands your message.
Stop if your subordinate gives signs of not
understanding. Stop after each key point to check and see if
he or she understands.
Have your subordinate demonstrate understanding
in more than one way. Words alone are excellent. But demonstrations
or "what-if" scenarios are excellent, too.
Note key trouble points that others have had
with similar instructions. Check your subordinate's understanding
of each.
This may seem like an elaborate way to complete
the simple task of giving instructions, but the more you master
the techniques and practice them, the more likely you are to succeed.
