LISTEN UP!
What is the difference between hearing someone and actively listening to them?
Hearing is receiving sound; active listening means focusing on, processing, and seeking to understand the message
What is one of the biggest causes of workplace miscommunication?
Assumptions, vague instructions, unclear expectations, or failure to confirm understanding.
Who is responsible for making sure a manager's instructions are clear?
The manager is responsible for communicating clear expectations and checking for understanding. The employee is also responsible for asking questions when something is unclear.
A manager tells an employee, "I'll need that report today." The employee submits it at 4:45 p.m., but the manager needed it at noon. What went wrong?
The manager failed to communicate a specific deadline.
An employee comes to you frustrated about a coworker. What should you do before offering advice?
Listen without interrupting, ask clarifying questions, and understand the situation before responding.
A manager says, "Get this done as soon as possible." What important information is missing?
A specific deadline, the expected result, and any relevant priorities.
Why should a manager communicate expectations before holding an employee accountable?
Employees need to understand what is expected, the required standard, and the deadline to have a fair opportunity to meet expectations.
Two employees receive different instructions from two supervisors about the same process. What should happen next?
The supervisors should align on the correct process and communicate one consistent set of instructions.
An employee says, "I understand," but repeatedly completes the task incorrectly. What should you do?
Re-explain the expectations, demonstrate if needed, and ask the employee to describe or demonstrate the process in their own words.
Rewrite this statement to make it clearer: "You need to do a better job communicating."
One example: "Please notify the team when a deadline changes and explain how the change affects their work."
An employee never raises concerns during meetings but later tells coworkers that they disagree with decisions. What could you do as their manager?
Create opportunities for honest feedback, invite the employee to share concerns, and respond constructively rather than defensively.
A manager sends an important email about a new procedure. Several employees follow it incorrectly. The manager insists, "I already sent the email!" What should the manager have done differently?
Make the instructions clear, explain the impact, provide an opportunity for questions, confirm understanding, and follow up as needed.