Supervisor Foundations · Lesson 2.6
CLARIFY WHAT THE EMPLOYEE IS AUTHORIZED TO DECIDE
Employees need enough authority to perform their responsibilities.
But they also need to know where that authority stops.
Examples of authority questions include:
- Can I approve a refund?
- Can I change a customer appointment?
- Can I offer a discount?
- Can I order replacement stock?
- Can I contact the vendor directly?
- Can I send this information externally?
- Can I close the business early?
- Can I approve overtime?
A supervisor should not say:
“Use your initiative”
and then punish employees for making reasonable decisions they were never told they could not make.
Poor
“Just solve the customer problem.”
Employee gives a large refund.
Supervisor:
“Who told you that you could do that?”
Better
“You can resolve routine service issues up to ₦5,000. Anything above that needs approval.”
WORKPLACE EXAMPLES
EXAMPLE 1 — HOTEL
Front-desk staff may be allowed to move a guest to another available room but may need approval before issuing a full refund.
EXAMPLE 2 — RETAIL
A cashier may replace an item with the same product but may not authorize a large cash refund.
EXAMPLE 3 — SCHOOL
An administrative employee may reschedule an appointment but should not promise a change to school policy.
EXAMPLE 4 — REAL ESTATE
An employee may arrange a property viewing but may not change contractual terms without authorization.
Remember
Capability is not the same as authority.
An employee may know how to do something and still need approval.
Workplace action
Choose one common workplace decision. Could your staff clearly tell you whether they have authority to make it?
Quick Check
Why should decision-making authority be clear?