Delegation and Shift Handover Course: Clear instructions and checking understanding

1. Vraag 1 van 15

   Which four points should clear instructions for a delegated task cover?

   • AWhy, who, cost and format
   • BWhat, where, who and how much
   • CWhat, how, why and when
   • DOnly what and when
   Toon antwoord

   Antwoord: C. What, how, why and when

   Clear instructions say what to do, how to do it, why it matters and when it is due.

2. Vraag 2 van 15

   Why should you explain why a task matters?

   • AIt replaces the need to agree on a deadline for the task
   • BIt means you no longer need to check in on the task
   • CIt helps them make good choices if plans change
   • DIt makes the task sound more formal and important
   Toon antwoord

   Antwoord: C. It helps them make good choices if plans change

   When people know the purpose, they can adapt sensibly if plans change.

3. Vraag 3 van 15

   A supervisor says: "Sort out the storage room sometime." What is most clearly missing?

   • AThe brand of shelving in the room
   • BA clear result and a deadline
   • CThe names of past employees
   • DA reason for the person to say no
   Toon antwoord

   Antwoord: B. A clear result and a deadline

   "Sort out" does not say what finished looks like, and "sometime" gives no deadline.

4. Vraag 4 van 15

   Which instruction is the clearest?

   • A"Have a look at the radios at some point and let me know if anything seems a bit off with them."
   • B"Count the radios in the cabinet by 3 p.m. today and write any missing ones in the log."
   • C"The radios need some attention, so deal with them whenever things are quiet."
   • D"Make sure the radios are okay, you know what I mean."
   Toon antwoord

   Antwoord: B. "Count the radios in the cabinet by 3 p.m. today and write any missing ones in the log."

   The clear instruction gives the task, the place, the deadline and how to record the result.

5. Vraag 5 van 15

   Why should you tell the person how much authority they have for a task?

   • ASo you do not need to write the task down anywhere
   • BSo they know what they can decide or spend alone
   • CSo they never need to ask you any questions about it
   • DSo they can set aside company policy when it is inconvenient
   Toon antwoord

   Antwoord: B. So they know what they can decide or spend alone

   Stating limits, such as a spending limit or which decisions need approval, prevents both delays and overstepping.

6. Vraag 6 van 15

   What is the best way to check that someone understood your instructions?

   • AAsk them to explain it back in their own words
   • BAssume they understood if they do not ask any questions
   • CWatch whether they nod while you are speaking
   • DAsk "Do you understand?" and wait for a yes
   Toon antwoord

   Antwoord: A. Ask them to explain it back in their own words

   Teach-back, where the person explains in their own words, shows whether your message got through.

7. Vraag 7 van 15

   Why is "Do you understand?" a weak way to check understanding?

   • AIt takes too long for most people to answer
   • BPeople often say yes even when they are not sure
   • CMost workplace policies do not allow the question
   • DIt only works when instructions are written down
   Toon antwoord

   Antwoord: B. People often say yes even when they are not sure

   Yes-or-no questions do not confirm understanding, because people often say yes whether or not they understood.

8. Vraag 8 van 15

   When you use teach-back, what are you really checking?

   • AWhether the person is clever enough
   • BWhether the person has a good memory
   • CWhether the person likes the task
   • DHow well you explained the task
   Toon antwoord

   Antwoord: D. How well you explained the task

   Teach-back checks your explanation, not the other person. If they cannot explain it, you need to explain it better.

9. Vraag 9 van 15

   During teach-back, the person gets one step wrong. What should you do next?

   • AExplain it again a different way, then ask again
   • BTell them to try harder and repeat your exact words
   • CTake the task back and do it yourself this time
   • DMake a note of their mistake for their next review
   Toon antwoord

   Antwoord: A. Explain it again a different way, then ask again

   If teach-back shows a gap, explain again in another way and check again.

10. Vraag 10 van 15

    Which is a good teach-back question?

    • A"That all makes sense, right?"
    • B"You got all of that, didn't you?"
    • C"Any questions? No? Great, thanks."
    • D"So I know I explained it well, what will you do first?"
    Toon antwoord

    Antwoord: D. "So I know I explained it well, what will you do first?"

    A good teach-back question asks the person to say what they will do, and makes clear you are checking your own explanation.

11. Vraag 11 van 15

    At handover, the night clerk says: "Room 1214 needs a 5:30 wake-up call." The day clerk replies: "Room 1214, 5:30. Got it." Why is repeating it back useful?

    • AIt is a polite way to show that the conversation is over
    • BIt means the call no longer needs to be written down
    • CIt catches mishearing before anyone acts
    • DIt shows the night clerk made a mistake in the request
    Toon antwoord

    Antwoord: C. It catches mishearing before anyone acts

    Repeating key numbers back catches mistakes in hearing, such as 1214 heard as 1240, before they cause a problem.

12. Vraag 12 van 15

    After giving a spoken instruction with a deadline and a dollar limit, what is good practice?

    • AWait until the deadline before saying anything more
    • BRepeat the instruction loudly in front of the whole team
    • CRely on memory, because writing it down shows a lack of trust
    • DConfirm the key details in writing
    Toon antwoord

    Antwoord: D. Confirm the key details in writing

    Numbers and deadlines are easy to mishear or forget. Saying it and writing it gives two ways to get the message right.

13. Vraag 13 van 15

    A team member is still learning English. How should you give instructions?

    • AShort sentences and plain words, one step at a time
    • BSpeak faster so the conversation does not take long
    • CSend one long email with every step and no headings
    • DUse workplace slang so the instructions sound friendly
    Toon antwoord

    Antwoord: A. Short sentences and plain words, one step at a time

    Plain language, short sentences and one step at a time help everyone, especially people working in a second language.

14. Vraag 14 van 15

    What should your instructions say about problems that might come up?

    • AThat problems should wait until the deadline
    • BNothing, because the person should work it out alone
    • CWho to contact and when to stop and ask for help
    • DThat the person must keep going whatever happens
    Toon antwoord

    Antwoord: C. Who to contact and when to stop and ask for help

    People need to know when and how to raise a problem, so they do not stall or take a risk.

15. Vraag 15 van 15

    You ask a new worker to clean up a spill near the entrance. What must the instruction include?

    • AA reminder that speed matters more than method
    • BOnly the time the job must be finished by
    • CPermission to skip the wet-floor sign when it is busy
    • DRequired safety steps, such as a wet-floor sign
    Toon antwoord

    Antwoord: D. Required safety steps, such as a wet-floor sign

    The "how" includes required safety steps. Supervisors must make workers aware of known hazards.

Toetsenbord: 1–4 om te antwoorden, Enter voor de volgende vraag.