Guidance For Becoming a Better Manager

by Marla J Noel

What are the Expectations?

For all staff at a clerical or beginning level, create a day-to-day set of expectations or tasks. Describe what the job looks like. Indicate what do you want out of the work on a daily basis? Don’t negatively judge employees for poor performance if you do not provide expectations, both written and verbal.

One of my team, John, became frustrated with an employee who was a sharp individual, but failed to meet John’s expectations.

“I told them what I wanted,” John said in disgust when he didn’t get results. “I gave them the instructions last week. Why are they messing up now?”

John gave the employee the instructions verbally. However, he did not write down instructions or remind them, verbally and in writing. Shame on John. People typically learn by hearing, reading or seeing a demonstration. John neglected to put instructions in writing.

“I expect them to take notes while I’m training them,” John complained. However, taking notes, for some people takes them away from understanding the instructions while they are listening. Think about it. Can you understand instructions and write notes at the same time? I cannot, and I’ve been told I’m fairly smart. Before telling a person how to perform a function or task, provide written instructions for the employee to follow while they listen to you or an instructor.

Put It In Writing

Even experienced individuals need a good clear understanding of the task. Also, t

Teaching Management Topics

hey also need a reminder of policies, procedures, and expectations, both verbal and written.

Putting instructions in writing is time-consuming. However, if you document step-by-step procedures for a job function, it will be a good training tool and will be available for others in the same role. Written instructions are a good set of procedures for your business. Therefore, a set of written procedures for every role or function is a great business practice.

Methods of Learning

Everyone learns differently. People learn by hearing, reading, doing, or some combination of the three. Someday, we will identify other ways people learn. If I “tell” employees my expectations or describe how to do the job, and they learn by reading, I will be frustrated at their inability to learn and perform the job.

Provide a list of tasks, along with a clear definition of what to expect from employees daily. Give them a step-by-step set of instructions on how they perform each task. Instructions or procedures must be step-by-step. Train on the task occasionally to remind the employees for how each task is performed.

One of my clients provides training videos to all employees. What a great resource. This client learns by hearing, not reading. The instructions are not written for those who do not learn by hearing. As a result, the business owner is consistently disappointed by the employees’ inability to perform the work. This client experiences significant turnover. The frustration in this environment is tremendous. Document all procedures and give instructions both verbally along with a demonstrated to your staff.

Train on procedures

Find a good Executive Coach/ Trainer in your area to train on procedures you want followed. Do this monthly or quarterly for good results.

See:OC Growth Advisors – Your Partner for Success in Growth