I recently heard someone say:
Ambiguity is the enemy of pace
I agree with this.
After all, when things are ambiguous – when we aren’t sure what to do – we’ll do things more slowly (if we do them at all).
This person was clearly much cleverer than me. Because I’d have said the same thing using smaller words:
When people don’t know where to start, they don’t start
Yes – clearly, hers was cleverer!
But, however you phrase it, the concept is definitely true.
Which means that, when we give direction to others, it can’t be ambiguous.
We need them to be clear what we want from them.
And this means being clear what their first step is.
For example, imagine saying to your team:
- “I’d like us to deliver better customer service…
- … So, as a first step, please go to our list of customers, choose five of them you can contact this week, and give them a courtesy call”
The first sentence is a nice idea.
But that’s all it is – an idea. It isn’t an action until we clarify the first step in the next sentence.
Sometimes we need to stipulate the first step.
Other times, we can ask our colleagues what they advise the first step should be.
But, either way, they must be clear what that first step is.
Because, when they don’t know what it is, they won’t take it.
Action Point
For your next communication, identify your Call To Action (CTA). And then be crystal clear what the very first step of that CTA is!