Say it straight!

Lucy and Nell are room attendants at the Old Woolstore Apartment Hotel in Hobart. Not wanting to sound too bossy, Nell gives Lucy some instructions in a "roundabout" way. Lucy misinterprets Nell's expectations and Nell is not happy when the job doesn't get done. Lucy is confused and upset and wishes Nell had been more direct.
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Key messages

  • keep your instructions short and simple
  • be clear and direct about what you expect to be done and by when
  • use a friendly smile rather than "softeners" such as "If you get a chance.." or "Would you mind ...?"
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