Den elfte lagen i Swanson’s ”Unwritten rules of management” handlar om kommunikation. Många gånger tror vi att vi har kommunicerat bra när vi egentligen bara har informerat. Ett bra sätt att få feedback på huruvida ens instruktion har tagits emot eller ej, är att be mottagaren återberätta instruktionen. Bekräfta instruktionen med dina egna ord och se till att få en bekräftande nick som svar.

Confirm the instructions you give others, and their commitments, in writing. Don’t assume it will get done!

The point here is that we often believe we have communicated clearly when we have only transmitted clearly. It is just as important to make sure that the message has been properly received and that you and your team agree on what everybody is committting to.

Confirming instructions and commitments in writing helps to give structure to the communication process and to ensure that everybody knows what needs to be done, and who will do it.

In addition, verbally ask others to replay your instructions vack to you, then put the instructions in your own words and make sure you still get an affirmative nod form the recipients.

Keep the confirmation of instructions and commitments clear and crisp so as not to bureacucratize the process.