Delegation and Shift Handover Course：Clear instructions and checking understanding

1. 第1题，共15题

   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
   显示答案

   答案: 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. 第2题，共15题

   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
   显示答案

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

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

3. 第3题，共15题

   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
   显示答案

   答案: B. A clear result and a deadline

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

4. 第4题，共15题

   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."
   显示答案

   答案: 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. 第5题，共15题

   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
   显示答案

   答案: 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. 第6题，共15题

   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
   显示答案

   答案: 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. 第7题，共15题

   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
   显示答案

   答案: 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. 第8题，共15题

   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
   显示答案

   答案: 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. 第9题，共15题

   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
   显示答案

   答案: 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. 第10题，共15题

    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?"
    显示答案

    答案: 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. 第11题，共15题

    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
    显示答案

    答案: 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. 第12题，共15题

    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
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    答案: 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. 第13题，共15题

    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
    显示答案

    答案: 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. 第14题，共15题

    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
    显示答案

    答案: 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. 第15题，共15题

    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
    显示答案

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

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

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