Supervisor Foundations · Lesson 1.6
STANDARDS MUST BE CLEAR BEFORE ACCOUNTABILITY
One of the most important TrueConduct principles is:
You cannot hold someone accountable to a standard you never clearly established.
Employees should not be expected to read minds.
If a workplace requires something important, the expectation should be communicated.
For example:
Instead of:
“Handle customers properly.”
Clarify:
“Greet customers, listen before responding, avoid arguing, give only verified information and escalate complaints you cannot resolve.”
Instead of:
“Keep the place clean.”
Clarify:
“Before the end of your shift, return equipment, remove waste and leave your assigned area ready for the next person.”
WORKPLACE EXAMPLES
EXAMPLE 1
A new employee is punished for not following a closing procedure nobody taught them.
That is a management failure as well as a performance problem.
EXAMPLE 2
A supervisor says:
“Use your initiative.”
But employees have never been told what decisions they are authorized to make.
That instruction is incomplete.
EXAMPLE 3
A restaurant expects staff to report stock shortages but nobody explains who should receive the report.
Important information may be lost.
EXAMPLE 4
A school expects parent messages to be answered within a certain timeframe.
BETTER RESPONSE
Remember
Accountability becomes stronger when expectations are clear.
Workplace action
Take one instruction you regularly give. Could a new employee understand exactly what successful completion looks like?
Quick Check
A supervisor tells an employee: “Do it properly.” The employee does not know what “properly” means. What should the supervisor do?