Caution in Task Statements
Task statements should be simple and specific to clarify the action someone does in the task. They generally start with a verb or action word and then follow up with a simple description.
For example,
Log into system x.
Review the incoming request.
Determine if the product meets the requirements.
Calculate the premium amount for the policy.
You can optionally add a few other components as needed such as the context and performance requirements of the task but we will get into that later. Today, let’s talk about things to watch out for.
Compound task statements
Sometimes when writing a statement, we will inadvertently create a compound statement. This could be something like “Review and process the incoming requests”. The actions of “Review” and “Process” indicate there are two behaviors and these should be separated into separate statements. Even though these two steps may be done at the same time, there are two actions.
Separating these two behaviors allows us to focus the training on each of those behaviors as well as measure someone’s ability to do it. For example, “reviewing” could entail looking for key pieces of information, verifying customer status, validating addresses, or ensuring certain components are within acceptable parameters. On the other side, “processing” could entail different actions such as entering additional information, changing a status, or sending it to another person. It is possible someone could “review” but not “process” well or vice versa. Separating these two actions allows us as training professionals to focus on, train, and evaluate each element separately.
Unobservable actions
When selecting the action, its critical we select a verb we can actually observe someone do. This comes in a lot when looking at behavioral objectives. For example, there would be a problem with a task statement of “Understand when something is out of policy”. The word “understand” is vague and impossible to observe someone do without actually diving into their brains. Instead, focus on verbs like list, describe, or explain. These are observable actions we can use to deduce whether someone “understands” something.
Arbitrary Performance Expectations
When looking at performance expectations, sometimes you will get a business partner who wants to put a measurement on everything. This can be helpful if the performance requirement is meaningful. Performance should have a consequence if it isn’t met. For example, if a business partner says that someone should be able to complete this process in less than five minutes. We can ask, “What happens if it takes seven minutes?” If the answer is “nothing” you are looking at something that is arbitrary. If the partner says, “They could lose their bonus” or “It will pull down the average of the team” or “