This document provides tips for successful business handoffs between individuals or teams. It emphasizes the importance of clear communication during handoffs, including using consistent phrases like "You have it?" and "I have it" to confirm responsibility has been accepted. It also stresses over-communicating all relevant details of the task being handed off and maintaining contact after the handoff to address any issues. Successful handoffs are presented as critical for ensuring work moves forward smoothly between parties.
8. By Portent, Inc. May 17, 2012
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The alternative is messy (not this dramatic – no one in their right mind hands over a loaded weapon).
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“YOU HAVE IT?”
“ARE YOU READY TO ACCEPT RESPONSIBILITY?”
‘You have it?’ makes it clear that you expect the other person to now accept responsibility for ‘it.’
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“YOU HAVE IT?”
“DO YOU UNDERSTAND WHAT HAPPENS NEXT?”
‘You have it?’ asks the person receiving the handoff whether they know what to do next.
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“YOU HAVE IT?”
“WILL YOU PLEASE NOT ACCIDENTALLY SHOOT US BOTH?”
‘You have it?’ asks the receiving party if they know what they’re doing.
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“I HAVE IT.”
“I ACCEPT RESPONSIBILITY FOR THIS THING.”
‘I have it’ says that you know you’re now responsible, and you’re OK with that.
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“I HAVE IT.”
“I UNDERSTAND WHAT TO DO NEXT.”
‘I have it’ says you know the next steps.
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“I HAVE IT.”
“I WILL NOT DROP IT.”
‘I have it’ is an implicit promise to your team that you’re going to handle things.
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YOU/I
THE NEXT ACTOR
‘You/I’ is the next actor – the person who must now take action.
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HAVE
CLARITY COMMUNICATED AND RECEIVED
There’s a common lexicon here, too: ‘have’ means you know what to do.
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IT
THE TASK
‘It’ is the task to be performed and the thing to be delivered.
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IT
THE TASK
Expertise is assumed. The person handing off shouldn’t have to provide the step by step.
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IT
THE TASK
For example, I shouldn’t have to tell you, “Please leave the safety on. Please only point downrange.”
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IT
THE TASK
These are assumed knowledge. If you don’t have it, you must immediately say ‘No!!! I don’t have it!!!’
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IT
THE TASK
Clarity makes or breaks the handoff. Everyone involved must know what the result will be. Especially clients!
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DOING IT RIGHT
This all seems simple, but there’s a right and wrong way to ask the question.
You must understand what you’re asking.
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“YOU HAVE IT?”
This question implies several others. Know what they are, and then answer them.
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Can you hold on to what I’m handing you?
First, can the recipient handle this? Are they OK with it?
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Do you know what to do next?
Second, are my instructions clear?
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
Third, is there absolute clarity on the what, when and how?
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
What must the recipient deliver? A report? A solution? Something else?
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
When must they deliver it? Be precise. ‘Next week’ isn’t precise. ‘Wednesday before 5’ is precise.
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
How must they deliver it? Is an e-mail OK? Should it be formal? Will they be presenting it verbally?
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
Also, what should the deliverable contain? Tons of detail? A summary? Both?
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
This one is really important with clients. Define ‘it’ well in advance. Make sure it’s what they want.
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I’ve clearly communicated expectations:
What needs to be done, by when, and what the deliverable should look like.
If they expect a football and you give them an anvil, there’ll be problems.
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THE BLANK SHEET OF PAPER TEST
WILL SOMEONE, SEEING/HEARING THESE INSTRUCTIONS
ON A ‘BLANK SHEET OF PAPER’ A WEEK FROM NOW, KNOW
WHAT TO DO?
The blank sheet of paper test is a fantastic benchmark. Check your handoff against it.
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“I have it.”
When the recipient says ‘I have it,’ they’re stating…
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“I know what I’m supposed to do.”
…they have the requisite expertise, and don’t need a step-by-step…
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I’ve accepted responsibility, acknowledging I know:
What needs to be done, by when, and what the deliverable should look like.
…they know the what, when and how…
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“I have no further questions, unless conditions change.”
…and, barring changed conditions, they have no further questions.
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CONDITIONS CHANGE WHEN
I’VE FOUND SOMETHING UNEXPECTED, OR DELIVERABLE
EXPECTATIONS CHANGE.
Conditions change when new stuff arises. It’s also OK to ask clarification later, but aim to avoid that…
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CONDITIONS CHANGE WHEN
I’VE FOUND SOMETHING UNEXPECTED, OR DELIVERABLE
EXPECTATIONS CHANGE.
…because extra round trips and handoffs waste a lot of time and energy.
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“I’ve got it.”
Saying ‘I’ve got it’ is a pretty big deal. Make sure you really do.
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HANDING IT BACK
It’s not a one-way process. The recipient hands it back, or to another person.
56. you have it?
I HAVE IT.
Use the same process!!! Don’t get sloppy.
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MAINTAIN EYE CONTACT
A good handoff means eye contact. Everyone’s aware that it’s happening.
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you have it? whatever.
BADBADBAD NO BADBAD NO NEVER
In this situation, someone’s going to fail the handoff. If I say “I don’t have it,” will they hear me? No.