Marinucci: Detailed instructions will save time

A boss who gives workers specific, detailed instructions saves time and increases the overall efficiency of his or her business.

This approach matters because boosting efficiency ultimately improves profitability. Plus, this method requires a minimal time investment but no additional tool or equipment expenditures.

Tire dealers and service shop operators may overlook the fact that glib, seemingly off-the-cuff orders may waste time and cause needless aggravation. All too often, a boss behaves as if workers are mind readers who instinctively understand what he expects and demands.

Human nature being what it is, an owner or manager may not look in the mirror when he realizes that the assigned task is incomplete or incorrect. Instead, his immediate reaction may be more like, "This worker can't do anything right!"

Then tempers may flare further when the worker responds, "Don't hassle me. I did what you told me to do."

In the words of an insurance man, contributory negligence occurred here. That means both parties — the boss and the employee — erred. They both goofed by making common assumptions.

For example, the owner or manager assumed that he told the worker exactly what he wanted him to do. Bosses often believe that the words they speak inherently are the clearest, most-appropriate ones for the occasion.

But in reality, those directions may be rather vague — overly general.

The hapless employee, in turn, made the assumption that he was executing the manager's command correctly. This willing worker erred by failing to ask for additional details about the boss' marching orders.

Therefore, the worker's response simply amounted to his best interpretation of the boss' command. "Best interpretations" do not necessarily match the boss' intentions.

A competent owner/manager runs a service shop where I often do homework and photography. He likes to joke that two bad assumptions should cancel out each other.

However, my field experience has convinced me that two assumptions may just double the risk of misunderstandings and flared tempers.

Predictably, these kinds of confrontations do not enhance the working relationship between managers and employees. What is more, these avoidable disputes hurt the crew's overall confidence in the boss' pronouncements.

Think twice, speak once

When all is said and done, clarity always beats confusion — especially in the workplace. That's why I urge bosses to develop and practice a "think-twice" work habit.

Suppose you are in a position of authority in a tire dealership or service shop. This work habit means pausing for a moment or so before barking orders to employees of any skill level or experience.

First, briefly consider the relative difficulty or complexity of the orders you are about to issue. Do the same thing even if you are making a polite request that is not necessarily urgent.

Can you clearly state your order or request, say, in a phrase or two? On the other hand, does this message demand a sentence or two — perhaps several sentences?

Second, how are this worker's communication skills? If you have been working with this employee, hopefully you have assessed his or her ability to heed commands and take directions.

The reality is that some capable, willing workers do not absorb information unless the boss speaks slowly to them. And other employees struggle with multiple commands or longer directions.

Some people are too intimidated to tell the boss that he spoke too quickly. Or, a worker may be too embarrassed to say, "Please repeat all those directions because I need to write them down."

Sometimes, the most-efficient step an owner or manager can take is to write down the bulk of the instructions or directions.

Go to your computer, peck out several sentences and print two copies; give one copy to the employee and keep the other copy.

On the one hand, this may sound like a lot of extra work. On the other hand, I have watched too many needless disputes occur between workers and bosses for a simple reason: The boss fancied himself as too busy to provide written directions or to state those slowly and thoughtfully.

But forget those written commands for the moment. I know colleagues who constantly blurt out things such as "You know what I mean," or "It is what it is."

Please recognize that these seemingly cute or clever phrases are vague — at best. Plus, dealing with them is frustrating.

I repeat: We really do not know what you mean and implore you to express yourself more clearly for everyone's benefit.

To modify a classic saying, if this be insubordination, make the most of it.

Vague versus clear

Last but not least, consider simple examples of helpful versus vague commands.

Suppose that technician Ted has just replaced a power window motor inside the left door of a vehicle. The fussy owner keeps this car in immaculate condition.

But unexpectedly, Ted must finish a repair in another bay. The tech who started that job has become violently ill and gone home.

Meanwhile, tire tech Joe has several minutes to spare because someone has rescheduled an appointment for new tires. The manager wants Joe to inspect Ted's repair for any grease marks or fingerprints.

The manager may tell Joe something like, "Go look over that car before the owner arrives."

Or, the boss may say something like, "Go inspect the driver's door and steering wheel on that green Camry for any dirt or grease marks. Check the door handles inside and out."

Even better, the manager may add this: "If you have to clean up, grab the jug of pink auto interior cleaner and the blue cloth wipes in the storage room. Be sure you read the directions on the jug before you begin."

Or, imagine that tire tech Joe has a lull in appointments. The manager yells out, "That lathe is a mess! Take care of it, Joe."

Now consider this version of the command. The manager says, "Joe, adapters are missing from the brake lathe's tool board. As time allows, hunt down all those adapters. Collect them in the parts washer basin. Then I'll show you how to clean them before they go up on the tool board again."

Hopefully, you grasp the difference between vague and detailed commands. Practice specificity, and I think you will like the results.