2. Bridging the Gap
Delegation is a critical task for
management. However, effective
delegation cannot be fully successful
unless the person who receives the
work assignment is effective in
responding to delegation. Today we will
focus on how to be an effective person
when you have been delegated to carry
out certain work.
3. Rule 1:
be good at listening. Listening and hearing are different.
Listening means you understand what other people say.
Hearing means you simply acknowledged the sound but did not
take in the content.
Staff who is truly accountable will ask questions when they do
not understand something. Saying “ yes ” without understanding
is a sign of lack of accountability in communication. Thai people
are afraid of asking questions such as: “Excuse me, John, what
do you mean by „ improve customer satisfaction‟? ” Asking a
question might be seen as a sign of ngow (stupidity)
In fact most modern executives are happy to see staff asking
questions. They see such behavior as demonstrating
commitment to pursue the work to its next stage. It‟s a sign to
the boss that a person is assertive enough to ask and also
committed enough to accept accountability. Remember, a good
listener always asks for clarification.
4. Avoid “Killer Phrases”
We tried that before
This situation is different
It costs too much
We don‟t have the time
It‟s against company policy
Why change it? It‟s working o.k.
Let‟s form a committee to discuss it further
Good idea, but.....
We can‟t do that
You just don‟t understand
5. Become an Active Listener
Eliminate distractions
Stop talking
Listen with understanding
Don‟t interrupt
Pay attention to feelings
Provide feedback
“ NO GOOD IDEA EVER ENTERED THE
HEAD THROUGH AN OPEN MOUTH”
6. Rule 2.
Summarize what you have heard
periodically. If the work delegated to you
consists of several parts, summarize
them from time to time. This will help
both parties to stay on the same track.
Don‟t ask the question when it‟s already
an hour past the topic.
7. Rule 3:
if you are not sure about the time, say so. In many cases,
the assignment is new to your boss and you. However,
the boss might set a deadline that is too short. If you are
not sure about whether the work can be completed, don‟t
just say “no” Tell your boss that you would like to check
and come back to him or her at, say, 3 p.m. Try to avoid
saying, “I will get back to you with the answer as soon as
possible.” It‟s not specific enough. Bosses need specific
answers on timelines, since they have bosses to answer
to as well.
If you feel a deadline is unrealistic, do not accept it but be
prepared offer a constructive. Explain why it‟s not realistic
and ask you boss for support if you think some
modification is needed. This will show both assertiveness
and accountability.
8. Rule 4:
Add your comments and input to the work
assignment. Do not be afraid of sia-nah (losing
face). It‟s okay to say something wrong in front
of your boss rather than saying something
wrong in another place. Usually, your boss will
be smart enough to pretend not to hear your “
not so smart ” input. Instead, think of the
machine-gun approach to proposing ideas.
Just fire away, because sooner or later the
right bullet will hit its target --- by that time the
boss will have forgotten any “ not so smart “
ideas.
9. Rule 5:
Try to confirm your boss‟s objective for
the assignment. The objective is the
compass; it tells you where to go. A
clear objective usually leads to clear
implementation.
10. Rule 6:
Show your plan. If possible, on receiving
the assignment, tell your boss what your
plan is, even if it‟s only a rough one at
first. The benefit is that you are
articulating your thinking to your boss.
With the boss‟s experience and
judgment, he might spot some flaw or
loophole, so it‟s better to have his input
during the planning rather than at
completion.
11. Rule 7:
Identify any potential problems and
possible solutions. During the discussion
of your draft plan, you might be able to
spot some potential problems. Tell your
boss about possible solutions.
Again, they might only be
preliminary, but your boss will
acknowledge your accountability and
initiative.
12. Rule 8:
Set priorities together. On many
occasions, your boss might forget that
he had already delegated so many
assignments. Spend some time to
discuss priorities periodically. Inform him
that you already have five assignments
and the new one is aiming for the same
deadline. Ask which one has priority.
13. Rule 9:
After a meeting, summarize the key
points of the assignment, as you
understand them. This is why people
call such a document a “ memorandum
“; it helps promote mutual
understanding.
14. Rule 10:
Agree with your boss on methods of
reporting progress --- oral, by e-mail,
leaving a message with the secretary?
How often --- daily, weekly or monthly?
