If you’ve ever felt frustrated by a staff member “not getting it,” or you’ve noticed tasks repeatedly falling through the cracks, you’re not alone. For small and medium-sized businesses, where every person counts, unclear expectations can quickly snowball into bigger problems; missed deadlines, workplace friction, and disengaged staff.
Research consistently shows that clarity is a cornerstone of high performance. According to Gallup, only about half of employees strongly agree they know what’s expected of them at work; a gap that leads to confusion, stress, and lower productivity. Businesses that set and reinforce clear expectations see higher engagement, better results, and a stronger culture. (Gallup, 2023)
What Does “Setting Clear Expectations” Really Mean?
In the Success Through People Model, setting clear expectations is about more than just spelling out tasks. It’s about defining both the “what” (the outcomes you need) and the “how” (the behaviours, values, and standards you expect). This clarity should be reinforced consistently through:
- Position descriptions
- Policies and procedures
- Onboarding processes
- Goal-setting and KPIs
- Regular coaching and feedback
When expectations are clear, people know where they stand, how to succeed, and what to prioritise. This creates a foundation for accountability, growth, and trust.
Practical Tips for Setting Clear Expectations
Here are some practical strategies you can implement right away:
1. Ensure Up-to-Date Position Descriptions
A well-crafted position description (PD) is your secret weapon. It’s not just a “tick-the-box” HR document; it’s a practical tool that outlines the purpose of a role, the key responsibilities, what success looks like, and the decision-making authority involved. Make sure your PDs are:
- Clear and outcome-focused (not just a laundry list of tasks)
- Updated regularly to reflect current needs
- Aligned with your business vision and values
- Accessible and understood by everyone
PDs support recruitment, onboarding, performance management, and even risk reduction. They’re central to setting expectations and keeping your team on track.
HOT TIP: Refer to the end of the article for a link to our free PD template, complete with guidance notes.
2. Set S.M.A.R.T. Goals
Work with each team member to establish goals that are Specific, Measurable, Agreed, Realistic, and Timebound. S.M.A.R.T. goals give clarity on what’s required and how progress will be measured. Importantly, make sure these individual goals align with your team and business objectives, so everyone’s rowing in the same direction.
3. Clarify Delegations and Authority
Don’t leave people guessing about what decisions they can make. Develop a simple list of delegations that spells out, for example, who can approve spending, sign off on HR matters, or make client commitments. This reduces bottlenecks and empowers your team.
4. Review and Communicate Policies
Take a fresh look at your existing policies and procedures (or Employee Handbook). Are they clear, practical, and relevant? Do your team members know where to find them and how they apply? Sometimes, a quick training session or team discussion can bring policies to life and reinforce expectations.
5. Make Performance Reviews and Coaching Count
Don’t wait for annual reviews to talk about expectations. Regular check-ins and coaching sessions help reinforce what’s important, address issues early, and celebrate wins. Recognition and fair remuneration systems also play a role in signalling what matters.
6. Keep Communication Flowing
Share the “why” behind your expectations, and be clear about how each person’s role fits into the bigger picture. Regularly update your team on business priorities and strategy. When people understand the context, they’re more likely to buy in and deliver.
The Role of Position Descriptions (PDs)
It’s worth circling back to PDs, because they’re often overlooked. In high-performing teams, PDs are concise, practical documents that:
- Align team members with your business vision and strategy
- Set clear expectations and build accountability
- Support better recruitment and onboarding
- Provide a fair basis for performance management
- Reduce compliance risks
Common pitfalls? Overly long task lists, outdated templates, or focusing only on activities rather than outcomes. Keep PDs short, sharp, and relevant.
Final Thoughts and Free Resources
Setting clear expectations isn’t a “set and forget” task, it’s an ongoing conversation. Get it right, and you’ll see a lift in performance, engagement, and trust across your business.
Ready to make expectations crystal clear in your team? Download our free Position Description (PD) template with practical guidance notes, designed specifically for SMEs, via THIS LINK.
Keen to see how your business or organisation is currently positioned in terms of setting clear expectations? Complete the free Success Through People Scorecard to check how you are travelling in terms of this and the other 7 core components of the Success Through People Model. You’ll also receive a fancy, personalised report with a bunch of tips to help improve your business. Click HERE to access.
Let’s help your people succeed, together.