Following policy and procedures
A key aspect of following procedures involves working within the scope of your role and responsibilities. It is vital therefore that you know what your job role entails and know what to do when you are unsure of your role and/or your work instructions.
Working within job role and responsibilities
Confusion regarding job roles can be a major source of workplace stress and conflict. It can also result in poor service delivery. It is important that you know your job responsibilities, work within your position specifications and clarify work instructions where necessary.
Seek regular support and supervision from your supervisor through supervisory sessions and bring any situations to the attention of your team
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You need to raise these concerns as soon as possible, especially if they could impact on the standard of service provided or complicate a potentially dangerous situation.
Clarifying verbal instructions
If you need to clarify a verbal instruction, you could ask the person issuing the instruction to repeat it to you in another way or ask some questions of that person to gain clarity. If you choose to seek clarification from another staff member, it is very important that the person you ask is in a position to give you accurate information.
If you are still unclear, you could ask to have the instruction in writing or you could refer to workplace policies and procedures. These may provide a more detailed explanation of guidelines and protocol.
Clarifying ambiguous policies and procedures
Sometimes, it is the written policy or procedure itself that isn’t clear and it is your responsibility to report your concern about lack of clarity in the instruction and be committed to giving ongoing feedback to your supervisor about these and other issues so that policies and procedures can be reviewed and changed as