2020-08-10 Issue 159 - YKK Fundamental Behavior 7: Clarify expectations then respond quickly

YKK

Clarify expectations

This Fundamental Behavior teaches us, “Avoid misunderstandings by discussing expectations up front. Ask when you’re not clear on what is expected of you.” If you are not clear on the request was made and you proceed in the wrong direction, it is likely that the work you will do from that point on will be wasted. So to improve the productivity of your own work, let’s clarify the request in advance. Understand that doing the work in the wrong way will waste your own time, will waste the time of the customer who is waiting for you, and will cause a big loss for the company.

This Fundamental Behavior also says, “End all meetings with clarity about action items and responsibilities.” If it is not clear who should do what by when, then misunderstandings about what each other is doing will delay work. Let’s make sure we know who does what and by when.

And finally, “Respond quickly, whether it’s in person, on the phone, or by email. Respond even if you’re still working on the solution.” Make sure to report to your manager as soon as you know you cannot complete a task, or if things are not going well.

Let’s recognize that the worst response is “slow, not finished, wrong.” If you respond quickly but with the wrong information, the other person has time to consider improvement measures. Understand that the slower the response, the narrower your options for improvement.

Jimmy Muto
Marketing Manager
YKK (U.S.A.) INC.

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