The ability to understand verbal instructions is a necessary requirement in most workplaces across all industries. Giving verbal instructions is often the quickest and most effective way to communicate ideas.
When giving instructions we should do the following:
- Use a simple, clear language
- Be concise (clear and specific)
- Cover every step to be taken (do not make assumptions).
- Give the person an opportunity to seek clarifications.
- Ask the person to repeat the instructions to check if they understood.
- Emphasize important points.
When receiving instructions is important that you:
- Listen carefully.
- Ask questions to seek clarifications if you do not understand.
- Repeat the instructions to see whether you understood.
FOR THE FULL LESSON PLEASE LOG IN AND GO TO: Giving and Receiving Verbal Instructions (includes lesson notes, sample dialogues, audio lesson + interactive practice exercises) |
Below is some useful language for giving and receiving instructions:
GIVING INSTRUCTIONS
Sequencing
First, you . . . Then, you . . . Next, you . . . Lastly, you . . . |
Starting Out
Before you begin, (you should . . .) The first thing you do is . . . . I would start by . . . The best place to begin is . . . To begin with, |
Continuing
After that, The next step is to . . . The next thing you do is . . . Once you’ve done that, then . . . When you finish that, then . . . |
Finishing
The last step is . . . The last thing you do is . . . In the end, When you’ve finished, When you’ve completed all the steps, |
Using Conditional Instructions
If someone comes into the office, greet them warmly. If a visitor has to wait for a while, make them feel comfortable. If the red light doesn’t appear, call a technician. If you receive multiple calls at the same time, put the person you’re speaking to on hold. |
Checking that Someone Understands
Do you understand? Are you following me? Are you with me? Have you got that? Got it? (informal) |
RECEIVING INSTRUCTIONS
Asking for Instructions
How do I . . . ? What is the best way to . . . ? How do I go about it? What do you suggest? How do you suggest I proceed? What is the first step? |
Querying Instructions
Should I say my name before the name of the company? Should I write the message down and leave it for the person it’s meant for? Do I need to push the hold button twice? Is it a good idea to page someone after hours? So you mean I shouldn’t leave someone on hold for long? What should I do after that? What should I do next? |
Checking Instructions
Let me make sure that I’ve got that. Let me check that I’ve understood that. Let me just repeat those back to you. |
Clarifying Instructions
Do you mean that the boxes are only for messages? Are you saying that I need to press this button here? |
Confirming that you Understand
Yes, I’ve got it. Yes, I see. I understand. I’m with you. I’m following you. |
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