Candidate Support Pack - Scottish Qualifications Authority

Acting on instructions
If you are being told something, make sure that you understand the instructions or
information and then act on it in a timely way and in an appropriate manner. For example,
if you are told to shut down a process immediately, then that is what you must do — don't
wait until you have finished your conversation or tea break! On the other hand if you are
asked to deliver a message to someone who is not immediately available, you will have to
find a way to make sure that you don't forget either the content of the message or its safe
delivery!
Communicate accurately and clearly in a way that is appropriate to the situation and to the
needs of others. This sounds complicated but it is common sense, really. If noise means
you can't be heard properly, write down what you want to say — unless it's urgent, in
which case you might have to shout or move closer to the person you're trying to talk to.
Activity 14
1 Who do you speak to on a regular basis?
2 Who do you have to pass information or instructions on to?
3 Who passes information or instructions on to you?
4 Who is in your own 'reporting chain' and what is it for?
Answer sheets p. 10.39
Identification of misunderstandings and/or problems and how to
resolve them
We have already mentioned the importance of clarity in communication several times,
and this is because of the problems caused by the lack of it. We have seen how
inappropriate tone of voice or body language can cause misunderstandings or problems,
as can ambiguity — for example when our voice says one thing but our body language
says something different.
Information or instructions frequently passed between individuals by word of mouth is a
well-known source of 'disinformation'; as a child you may have played Chinese Whispers,
which is based on the human tendency to 'mishear' words and substitute with guess-work.
You might also know the Second World War story of how the message 'Send
reinforcements, we're going to advance' was transformed into 'Send three and four pence,
we're going to a dance' as it was passed down a long line of soldiers.
It is probably safer to write down important information than to try and remember it — but
even then, mistakes can happen, especially if the writer is in a hurry and has left out, or
abbreviated, some words. If you are not sure what is meant by an instruction or message
don't be afraid to ask someone else to help you to interpret it. If you're still unsure, ask
your supervisor or line manager.
GC8N 22 — Laundry Operations Level 2 10.21