Role clarity and the stress of ambiguity
Clarify outcomes, authority and competing requirements. A role description is not enough if everyday instructions contradict it.
The performance question
Ambiguity becomes costly when staff must guess which manager’s request matters or whether they may decide. Resolve uncertainty close to the work and provide a route for conflicts. Avoid replacing every judgement call with a rigid procedure.
What the evidence supports
HSE’s Role standard asks that staff understand responsibilities, receive clear information and can raise uncertainty or conflict. It also asks organisations to make requirements compatible as far as possible. This directly supports practical role clarification.[1]
A practical approach
For one unclear role, agree its principal outcomes, decision limits, interfaces and escalation route with the holder and relevant sponsors. Use recent examples to test the boundaries. Update instructions when priorities change and identify who resolves disagreement. Ensure responsibilities are supported by the resources needed to carry them out.
How to review progress
Review repeated requests for permission, duplicated ownership and work that falls between roles. Ask the holder whether the agreement matches real behaviour. Where conflicting instructions persist, intervene with the sponsors rather than asking the employee to be more assertive.
Sources and references
- Management Standards: Role Opens in a new tab
Health and Safety Executive
Compatible requirements and clear responsibilities