|
|
|
|
|
|
|
Tip 883: Clarify whether something is a must or a preference. |
|
|
|
|
|
|
|
|
"Wear protective lenses when entering the warehouse." Is this a guideline or an enforced safety regulation? Will employees feel less glare if they wear protective lenses, or will their eyesight be endangered if they don't wear them? |
|
|
|
|
|
|
|
|
"Take a taxi to the hotel." Does this mean that employees should not ride the free shuttle if it happens to be passing as they exit the airport terminal? Or, is taking a taxi a must because time is of the essence and the shuttle makes three interim stops? |
|
|
|
|
|
|
|
|
Tip 884: Mention the "Don'ts"; They don't necessarily dictate the "Dos." |
|
|
|
|
|
|
|
|
A sign on the mall doorway reads: "Do not enter through this door." So does that mean you enter the doorway adjacent to the one with the sign or you should go to the other side of the store? "Do not force this lever when paper becomes jammed." So how do you remove the jammed paper? Can you jiggle the lever? Should you lift the lever? Should you find another lever or button to manipulate? "Don't offer to prepare a time-consuming proposal for our clients unless they specifically ask for one.'' Is it okay to prepare a proposal if I can use an old boilerplate and prepare one quickly? |
|
|
|
|
|
|
|
|
Tip 885: Don't make false claims or promises. |
|
|
|
|
|
|
|
|
"After you apply two or three coats, the shine will become hard and durable." If followers apply three coats and don't see a hard shine, they'll think they've done something wrong and often redo or undo the previous steps. "You'll have a newly wallpapered room in an hour" numbs the imagination of the worker who has been at the task all day. |
|
|
|
|
|
|
|
|
Tip 886: Don't insult your follower. |
|
|
|
|
|
|
|
|
Watch phrases such as "You should be finished in ten minutes." "Everybody says it's as easy as falling off a log." "These instructions are idiot-proof; we've finally worked all the bugs out and you should have no trouble." Do you think the follower will admit to having any questions or doing it wrong? |
|
|
|
|
|