Supervisor Foundations · Lesson 5.4

CLARIFY THE EXPECTED STANDARD

Accountability becomes weaker when the employee does not know what standard applies.

A supervisor should be able to state:

what is expected
when it is expected
what procedure applies
what level of quality is required
what communication is required
what authority the employee has

Poor

“You need to do better.”

Better

“Beginning with your next shift, complete the handover form before leaving and verbally alert the incoming supervisor to any unresolved customer issue.”

WORKPLACE EXAMPLES

EXAMPLE 1 — HOTEL

Instead of: “Keep rooms ready.”

BETTER RESPONSE

Clarify: “Do not release a room until the required room-readiness check is complete.”

EXAMPLE 2 — OFFICE

Instead of: “Be more responsive.”

BETTER RESPONSE

Clarify: “Reply to internal urgent requests within the agreed timeframe or acknowledge them and give an expected response time.”

EXAMPLE 3 — RESTAURANT

Instead of: “Stop making mistakes.”

BETTER RESPONSE

Clarify: “Before sending an order, compare the ticket against every item on the tray.”

EXAMPLE 4 — SCHOOL

Instead of: “Handle parents professionally.”

BETTER RESPONSE

Clarify: “Listen fully, avoid arguing, give verified information and escalate issues you are not authorized to resolve.”

Remember

If the standard cannot be clearly described, it will be difficult to enforce fairly.

Workplace action

Write the performance standard in one clear sentence.

Quick Check

Which is the clearest standard?