Information Sheet 2.3-1

Information Sheet 2.3-1: Conducting preparation for work according to one’s workplace procedure

Workplace regulation and preparation

Reading simple manual with visual support

Pictorial instructions are drawings that communicate information and explain how to complete a task or do something, how an object should look, or how an object will change after a set of actions.

Pictorial instructions may be used as an addition to clarify text, but at the same time, they can be used as a separate comprehensive source of information.

Benefits of Pictorial Instructions

Pictorial instructions seem to be funny and childish. Many toy production companies rely on using them, and, actually, picture instructions are a must for many toys like LEGO. This company even offers online 3D building instructions which can be zoomed and rotated! But one cannot overlook the benefits of these funny pictures.

Here is what you get using them in technical documentation:

Make the learning process smoother and quicker. No need to say that reading a text takes more time than having a look at several images.
Contribute to the simplicity and efficiency of text. If children can cope with pictorial instructions, it is not a problem for adults.
Minimize translation and localization costs. Pictorial instructions are universal for all countries and all languages. There is no need to translate them.
Make abstract concepts concrete. The abstract obtains form when depicted and becomes clear.
Visualize content. You’ll clearly see which details to combine or when to take medication, etc.

A picture is worth a thousand words. The only drawback is that poorly created pictorial instructions contribute to misinterpretation and misunderstanding. One should always keep in mind that visual instructions should be unambiguous.

Industries That Use Visual Instructions

What industries use pictorial aids? You’ll be surprised to learn that almost all industries use pictorial instructions: health, safety, education, repair, training, some machinery operations, and far more. Let’s talk about the most popular ones.

Toy Manufacturing

We’ve already mentioned above that using pictorial assembly instructions is an essential thing for toy production. But why do the manufacturers choose wordless instructions? It’s not only due to the fact that not all children are old enough to understand written instructions. It is a great part of their development and acquiring new skills. Toy assembly instructions are their first pictorial directions. They learn how to understand them; they develop motor skills and competency. Pictorial instructions should contribute to the development of comprehension skills among children, and creating instructions like that is a challenging task; it requires special knowledge and techniques.

Pharmaceutical Sphere

Many patients have problems with remembering the way they should take their medication. Written instructions don’t always work well enough: patients still forget the dosage and time when they should take medicine. Simple pictorial instructions are a perfect solution in this case. They improve adherence and comprehension. And, when medication is taken as required, it gives the best results.

Medical Sphere and Healthcare

There are a lot of medical devices that people use in their everyday life: blood pressure monitors, inhalers, nebulizers, sugar level monitors, etc. Statistics show that instructions with pictures have a positive effect on recall and comprehension among patients. These instructions meet their expectations and definitely, help them avoid mistakes in using medical devices at home, which provides more precise measurements and higher efficiency of the therapy.

Furniture Manufacturers

Furniture assembly instructions have already been mentioned as well. They are very popular as many pieces of furniture are supposed to be assembled at home. An approach like that helps to reduce the price of the furniture due to the reduction of assembly costs. Creating manuals like that is not easy at all. They should not only be precise and comprehensive but also contribute to safety. On top of that, pictorial instructions should give confidence: they are aimed at helping non-experts. Very often, people assemble furniture for the first time in their life. They should be sure that they are able to get to the final result.

Work Instructions for Different Spheres

When people read blocks of text, they remember only about 10% of the information. When the text is supported by images, this number can increase almost twice. Based on this fact, many employers create visual work instructions to increase the efficiency of knowledge transfer. The list of industries is huge from banking to gas and oil industry, or food production.

Here are the benefits of using visual work instructions:

Clear final result
Reduced number of mistakes in repetitive tasks
Reduced occasional downtime
Reduced training costs
Increased quality and speed of completing tasks

How to Create Good Pictorial Instructions

Creating pictorial instructions is a challenging task as one must make it simple but at the same time highly informative. But if you follow these guidelines, you’ll surely succeed in it:

Document everything step by step. Do not skip steps. You are to describe the whole process. Otherwise, the instruction won’t be comprehensive.
Pay attention to details. Don’t forget to show the relevant ones. Before you omit a detail, make sure it won’t affect the message of the instruction.
Keep in mind size and scaling. They should be adequate. All the parts and relevant details should be clear and visible. Do not pile them up.
Use the same perspective and angle on all pictures. Sometimes, depicting an object at different angles may confuse customers.
Use realistic colors if your instruction is not black-and-white. It contributes to better comprehension.

Following simple workplace instructions with visuals

In the industry, the quality of a job is its result, which is the product. This quality can only be ensured through the scrupulous application of the different instructions specific to the job. It is obvious that by respecting clear work instructions and commands, we move away from the risk or hazard of making mistakes or approximations. The procedures, when written in a precise and relevant way, serve as reliable information for operators and colleagues and avoid difficulties. They know what actions to take, when, how and for what results. The operations not to be performed are also clearly mentioned so that the employee is sure to do good.

What is a work instruction?

Work instructions describe how to perform an activity, either via text or using videos, images and pictograms. For new employees, the work instruction is a concrete guide that leads them step-by-step through the task at hand. For experienced employees, it serves primarily as a reference book, as they are already familiar with the process flow. Especially on the shop floor of assemblies, maintenance of machines or testing of end products, the work instruction is of great importance in order to be able to realize the added value of the company efficiently. But also in other areas of the company, e.g. in administration, work instructions serve as a valuable store of knowledge and the basis for smooth processes.

Why are work instructions important?

Customer-specific products are booming, so that companies must also offer their goods in batch size 1. As a result, the variation and combination of different tasks to be performed at a workplace and by an employee are also increasing sharply. An employee has to master an almost infinite number of processes. In order not to be overtaxed and not to forget anything during the process execution, he must be able to access the work instructions simply and quickly. At the same time, due to the shortage of skilled workers, companies face the challenge of training unskilled workers very quickly or performing tasks at the highest precision possible with less workers due to the Corona-crisis.

How do you write a work instruction?

The work instruction should be prepared by a qualified and experienced employee who is directly involved in the respective process (e.g. from work preparation). It is also advisable to consult the quality assurance and quality management departments. In addition to technical completeness and correctness, company-wide standards regarding format and the use of images and texts should be observed. Further, the work instructions should be flexible and easy to adapt to future changes. At the end of the creation process, there is a defined release and acceptance process according to the four- or six-eyes principle.

What should work instructions include?

A good work instruction is clearly structured and comprehensible. The following questions should be answered:

What do I have to do? A precise job description explains what needs to be done.
How do I do it? Exact execution is described.
When and in what order should I do it? The time schedule is presented step by step.
What do I have to do it with? The tools for correct implementation are listed and their use is explained if necessary.
What do I have to consider? Complete safety instructions are the be-all and end-all when it comes to preventing risks and avoiding dangers.
What is the validity of the work instructions? The work area and user group of the work instruction are defined.
Who is my contact person? In case of queries or change requests, the user has to know who is responsible for the work instruction.

Business English for Work and Careers

team-player (n)
She has all the qualities of an excellent team-player.
collaborate (v) / collaborative (adj) / collaboration (n)
A British company collaborated with a French firm to develop the product.
coworking / shared workspace (n)
One of the benefits of coworking / shared workspace is that people don’t have the isolation of working from home or in a noisy café.
start-up (n)
Many start-ups fail in their first year because there is little or no market for their product.
entrepreneur (n)
These entrepreneurs made their money in technology and media.
multinational (n)
Tesco is one of the biggest multinationals in the UK.
disruption (n) / disruptive (adj)
Airbnb, Netflix and Uber are examples of disruptive brands that have created new markets.
gig economy (n)
In a gig economy, workers are paid for the “gigs” that they do, such as couriers for delivery companies.
budget (n/v)
The marketing budget will be announced in the next meeting.
diversify (v) diversification (n)
The company has diversified into new product areas.
expand (v) / expansion (n)
We’re planning to expand our sales division next year, so we’ll be hiring 100 new staff.
freelance (n)
After working at the company for many years, he decided to go freelance.
consultant (n) / to consult (v) / consulting (n)
He now works as an IT consultant in various organizations.
skill set (n)
We offered her the job as she has the right skills set for it.
launch (n/v)
They’re launching their new product tomorrow.
revenue (n)
We really need to increase our revenue from ticket sales.
sector (n)
Salaries in the public sector have fallen again.
invest (v) / investment (n)
It’s important for companies to invest in their staff.
leadership (n) / lead (v)
Her leadership style has been described as democratic as she asks for input and considers feedback from her team before making a decision.
deadline (n)
He’s met all of his important deadlines this month.
core business (n) The company has decided to focus on their core business – affordable fashion.
go into administration (v) The company has gone into administration as it is unable to pay back its debts.
added value (n) With her experience and contacts, the new Business Development Manager clearly offers added value.
emerging markets (n) Emerging markets such as Mexico and Indonesia are popular with traders as they tend to experience fast growth.
agenda (n) There are several items on the agenda for today’s meeting.
sustainability (n) / sustainable (adj) High-sustainability organizations take into account environmental and social performance of the company, as well as financial performance.
outsource (v) / outsourcing (n) / insourcing (n) Companies may choose to outsource their IT support in order to reduce costs.
merger (n) / merge (v) The merger between these two companies has created the world’s second biggest carmaker.
takeover (n) / take over (v) Employees are often concerned about losing their jobs when a bigger company takes over their firm.
crowdfunding (n) They raised money for the film through crowdfunding.
board of directors (n) She currently sits on the board of directors.
brand awareness (n) Working with influencers on social media is an effective way of increasing brand awareness.
staff (n) 10 members of staff are attending the conference.
impact (n) Social networks are making a huge impact on sales.
capital (n) We need to raise more capital in order to implement our new strategy
close a deal (v) After months of negotiations, we finally closed the deal.
competitor (n) / compete (v) / competition (n) Our major competitor is able to offer much lower prices.
conference call (n) Conference calls have reduced the need for business travel.
retailer (n) Many high-street retailers are closing stores due to competition from online outlets.
creditor (n) We need to pay our creditors by the end of next month.
economies of scale (n) Bigger companies that operate globally often benefit from economies of scale.
HR / Human Resources (n) / (adj) As an HR professional, I specialize in training and development.
network (n/v) Conferences provide a great opportunity to network.
project (n) I’m working on an exciting new project.
go public (v) Many private companies go public by selling shares on the stock exchange; one example is Manchester United plc.
shareholder (n) Shareholders own shares in a company and are usually paid dividends when the company makes a profit.
stakeholder (n) Stakeholders of a company include employees, suppliers, customers, shareholders and the local community.
digital strategy (n) Digital strategy involves the use of new technologies to maximize a company’s competitive advantage.
overheads (n) Overheads, or ongoing business expenses, include rent, utilities and insurance.
balance sheet (n) A balance sheet reports a company’s assets, liabilities and shareholders’ equity at a given point in time.

Asking simple questions

We’ve established the benefits of asking better questions at work, so now it’s time to take a look at some tips on how to go about it. With enough thought and practice put into learning this skill, you can ask great questions that help you advance your career and work relationships.

1. Before you ask, find out if the question hasn’t already been answered

You don’t want to look uninformed, so pay attention to all available information the company has provided around the topic you have questions about. You may want to check out any guidelines, company wikis or even chat logs, as potential locations of needed information. This can prevent frustration people feel from repetitive questions being asked, and written instructions are often more comprehensive than verbal ones.

🔶 Example:

Danny is newly hired as a video editor for a web-based journalism company. She wants to know about the procedures when it comes to posting videos on social media, so she first checks the company wiki to find out information about it. When she finds no relevant instructions, she takes a look at the chat log of her team’s messaging app, and is soon rewarded with the exact information she wanted to know.

2. Conquer your fear of asking questions

The thought alone of having to ask questions at work is enough to make some people nervous and jittery. Understandably so, as asking questions usually means that you don’t know the answer — automatically putting you in a vulnerable position.

However, it is crucial to overcome this fear, as it prevents you from accessing all the benefits asking questions has for your career. So, we say — practice, practice, practice.

With time and repetition comes confidence, so taking the first step is the pivotal point.

🔶 Example:

Sharon is an office assistant for a mid-size company. Lately, she’s been having many additional tasks added to her workload, so she believes it’s time for her to ask for a raise. However, she’s already missed too many opportunities to raise this subject with her supervisor, due to being too anxious. She decides to pick up a book to help with her confidence, and when she finally does ask for a raise, she finds out that her supervisor is more than willing to comply with her request.

3. First ask questions to yourself

It’s good practice to first examine your own attitudes and thought patterns. This allows you to be more objective and well-reasoned when approaching your work responsibilities.

🔶 Example:

Caleb has had trouble with making rash decisions in the past. Upon reflection, and with his role as a general manager of his company, he found this unacceptable. So, he set up a system of written notes on his desk, reminding him to reexamine his attitude every time he is about to make a significant decision.

These notes include questions such as:

“Have I consulted people around me before making decisions?”
“Are there any alternative solutions to this?”
“Am I too excited, and ignoring possible issues?”

4. Make use of technology to help facilitate question-asking

Communication technology is an integral part of the modern workplace. Use it to your advantage to facilitate question-asking among members of cross-functional teams, among peer employees, and between supervisors and those under their line of authority.

Up to 75% of millennials find phone calls too time-consuming. On the other hand, face-to-face meetings might even be impossible — when working remotely for example. But, with the productive use of communication tools, such as a business messaging app that has the right features, your team can have a simple and stress-free way of asking relevant questions when it comes to tasks. It’s an easier, simpler, more efficient, and more centralized way of communicating in the workplace.

🔶 Example:

As shown below, you can create a #ask-questions channel in your team messaging app. Kristy, Devin, and Martina use it here to all ask pertinent questions, and get instant feedback.

5. Ask authentic questions

Authentic questions come up as the result of the asker’s natural curiosity. They are not forced or instructed by their supervisors or company structures. The way they are, authentic questions show genuine interest and resonate well with the people participating in the conversation. Additionally, these types of questions can disrupt obsolete structures and patterns of organizing, allowing room for growth for both the company and the individuals.

🔶 Example:

In the middle of a long meeting around implementing new features for an e-commerce app, Matt — a junior designer — asks: “How does this feature help the user?” He is initially met with silence, as the discussion centered mostly around financial costs and benefits to the company. Then the meeting turns into a brainstorming session, with many participants suggesting the possible issues new features would solve for the user.

6. Avoid loaded and leading questions

When you ask a question with an answer in mind, you fall into the trap of asking loaded and leading questions. With how they’re phrased and voiced, these questions suggest to the respondent what is expected from their response. Your conversation partner might feel pushed into a corner, without space to freely express their opinion. In fact, these types of questions defeat the whole purpose of asking questions — learning something new and valuable.

🔶 Example:

“You weren’t going to tell me that you were taking time off next week?” Sally is the lead accountant, posing this question to Rudy — a junior accountant. Feeling put on the spot, Rudy stumbles over his words. Rudy feels the need to go into a defensive stance, even though he had every intention of telling Sally about his vacation. He resorts to what sounds like excuse-making, which makes the entire conversation even more uncomfortable for him.

7. Ask open-ended questions

If a person can answer your question with only a “yes” or a “no” — you’re not asking great questions. Always make sure your questions are open-ended, so they give space for people to provide thoughtful and relevant answers. A close-ended question limits what the respondent can say, providing no incentive for them to go into detail or to give more context about what is being said.

🔶 Example:

When writing an employee engagement survey, Kayla — an HR assistant — opts for open-ended questions which allow more freedom of expression to the employees. So, instead of asking: “Overall, are you satisfied with your job?”, she writes: “What kind of offer would make you consider leaving your job?”

8. Listen closely to the answers

People hate repetitive questions. You don’t want to be stuck in some kind of a nightmarish loop of a meeting where someone keeps asking the same thing without paying attention to the responses. If you ask the same questions over and over again, it can give people the impression that you are lazy, inattentive, or even annoying. So — listen closely! It’s been proven to positively affect all aspects of interpersonal interactions.

🔶 Example:

Sam’s inattentive attitude led to him being fired from his previous job as a customer service specialist. His inability to listen closely to the client’s request was the cause of many misunderstandings and frustrations expressed by the clients he communicated with. Finally, after many warnings, he was given his notice as the ability to listen and understand the customer’s needs is crucial for this job.

9. When people say you’ve failed, ask:” How can I improve?”

Or, in other words — ask for negative feedback and possible solutions to your drawbacks. Re-frame your setbacks as an opportunity to learn and to change what led up to an unsuccessful outcome. This provides guidelines and makes room for you to improve in the future.

🔶 Example:

After another unsuccessful job interview, Bret decides to ask the hiring manager: “What areas do you think I should focus on improving before applying for the next job?” The manager goes on to give him a detailed explanation of his shortcomings and points him in the direction he should take in the future.

Exercises to help you ask better questions 🏋️

With some exercise, asking tactful and non-judgmental questions will become second nature to you. Remember, asking “why” may make people defensive, if they feel put on the spot. So, stick with a more neutral word choice — without compromising on the assertiveness of the question.

Situations	❌ Instead of saying	✅ Practice asking
Asking peers	1. When are you going to fix your part of the presentation? 2. Why weren’t you available when we agreed to go through the brief at 12? 3. I don’t get it, what do you mean by that?	1. Can you look at some of the comments I left on your part of the presentation? 2. I have many other tasks today, can we please agree on a specific time for going through the brief? 3. Can we arrange a meeting and discuss this more thoroughly?
Asking supervisors	1. I’m the perfect candidate, why didn’t you hire me? 2. When can I get a raise? 3. I’m too busy, can’t you ask someone else to do it?	1. What areas do you think I should focus on improving? 2. What kinds of opportunities for growth does the company offer? 3. I’m afraid it would be hard to fit that into my schedule, is it a priority?
Asking subordinates	1. Why did you fail to do the task? 2. Do you like your new coworker? 3. This is so simple, when are you going to learn?	1. What did you find challenging about this task? 2. What do you find most interesting about your new coworker? 3. Is there any way I can make this topic more clear for you?

Of course, this is not a comprehensive list, but it outlines some of the guiding principles you should stick to when asking questions in a professional environment.

To reiterate, these principles are:

Stay neutral and non-judgmental;
Watch how you phrase your questions;
Whenever possible, avoid “why” questions;
Be assertive — state your intent properly;

6S Methodology in a workplace

What is the 6S method?

The 6S method, based on the 5S method, is a workplace improvement process and part of Lean Management. The 6S method, also referred to as “5S + Safety”, assists in maintaining productivity and safety in the workplace. The six steps of the 6S method are: sort, systematize, clean, standardize, self-discipline and safety.

What are the 6 steps of the 6S method?

The six steps of the 6S method are: Seiri (sort), Seiton (set in order), Seiso (shine), Seiketsu (standardize), Shitsuke (sustain), and Safety (safety).

Seiri (Sort) Unnecessary tools and materials are identified and sorted out. This makes the workplace more organized and creates more space for needed work materials.
Seiton (Set in order) A system is introduced for arranging the required work materials. Required tools and materials are arranged so that they can be accessed quickly and easily. The frequency of use as well as the order of use of the materials is taken into account.
Seiso (Shine) The own workplace and work utensils are cleaned. The cleaning of the work equipment also serves to identify deficiencies as well as potential threads. Thus, a safe and hygienic working environment is created.
Seiketsu (Standardize) All workplaces are standardized. For example, uniform markings and labels are used for work materials. The aim is to create standards that create an optimal working environment and make it easier to change workplaces.
Shitsuke (Sustain) Compliance with the above rules is to become a habit. Likewise, the rules are to be constantly reviewed and improved in order to achieve the best possible benefits.
Safety To ensure safety in the workplace, potential sources of danger are searched for. After identifying the sources of danger, potential measures are defined and implemented to minimize the danger and increase safety.

References:
https://clickhelp.com/clickhelp-technical-writing-blog/visual-instructions-benefits-industries-tips/
https://operations1.com/en/blog/what-you-should-consider-when-creating-a-work-instruction
https://www.londonschool.com/blog/business-english-work-and-careers-50-words-you-need-know/
https://pumble.com/blog/ask-questions-at-work/
https://operations1.com/en/glossary/6s-method