Instructions for frontline staff should be simple and clear, and not subject to individual interpretation. Instructions can only be actionable and achievable when they are not ambiguous.
Bad instructions are usually the verbal ones, either because the leader cannot put them in words, or they don’t dare/ care to write them down.
People can get a different interpretation even when they are reading the same instruction. Leaders should make themselves available to answer questions and check the implementation progress periodically.
Instructions can be changed but not without a good reason or timing. The new instruction should be clearly explained to maintain the trust between leader and frontline staff.
👍