The art of management and communication is interchangeable. You can’t hold employees accountable for something that you have not articulated as an expectation. And if you don’t ask for what you want in a specific and concise manner, you may never get the desired result.
Don’t assume, for example, that employees know what you mean when you ask them to operate as a well-functioning team or demonstrate outstanding customer service. Your definition of teamwork or customer service may be different from employees. Therefore, it 1s imperative that you develop (with employee input) specific standards of performance that describe what results look like in measurable or observable terms.
An example of teamwork is: “When you’re finished with your own work, unless it’s your break time, you will make offers of assistance to others without being asked.” An example of customer service is: “When you meet a customer for the first time, you will smile, lock in eye contact and introduce yourself by name and position.”
If you can’t see it, hear it or count it, you can’t evaluate it because it’s not a well articulated standard of performance.