Halfway Instructions: Why Clear Action Verbs in Procedural Training Are No Joke

You may have heard the joke or seen a meme about peeling potatoes to illustrate a misunderstanding in a humorous way. Someone asked another person to “peel half of the potatoes,” intending for them to peel half the

potatoes in the bag. However, the person misunderstood the request and instead peeled the skin off only half of each potato, leaving the other half of each potato unpeeled. The humor lies in the misinterpretation of the request.

Now, imagine if work instructions for refining process units were written with room for interpretation, resulting in only half of the desired temperature being achieved in a reactor. Additionally, consider if the amount of raw material (main feed) being processed was only half of what is required or planned for optimal operation. This would be far from humorous and would likely lead to the failure of meeting operational goals.

This amusing situation highlights the importance of using precise action verbs in procedures. Clear and specific language helps ensure that everyone understands exactly what is required, reducing the risk of misinterpretation and errors. By using precise action verbs, we can improve the accuracy and effectiveness of our work instructions, ensuring that all targets and standards are fully met.

But what exactly is an action verb, and how can we ensure the proper action verb is used? An action verb is a verb that expresses a physical or mental action. Action verbs engage the user by providing direct and actionable instructions, making it clear what steps need to be followed. Examples of physical actions include tighten, loosen, cut, attach, remove, lift, push, and pull. Examples of mental actions include analyze, decide, review, compare, and calculate.

Several recommendations should be followed to ensure the proper action verb is used:

• Avoid Ambiguity: Steer clear of vague verbs like “check”, “address” or “allow.” These can be interpreted in multiple ways, leading to confusion.
• Be Precise: Precise verbs convey the exact nature of the task, leaving no room for misinterpretation. “Press the start button” is more precise than “Start the pump,” as it specifies the exact action and control to be used.
• Be Specific: Choose verbs that clearly describe the required action. It is not the same to “Try your best” as it is to “Do your best,” or to “Use the key” as it is to “Insert the key.” Another example is “Decrease the temperature by 5 degrees,” which is a desired outcome but does not provide clear instructions on how to achieve it. It lacks details on the actual steps needed to decrease the temperature, such as “Adjust the temperature setpoint by 5 degrees.”
• Maintain Consistency: Use the same verbs consistently for similar actions across different procedures to avoid confusion. For example, “Record the temperature,” “Write down the pH,” and “Document high levels” are all action verbs that describe activities involving capturing or noting down information. The issue lies with the inconsistency. By consistently using “record,” for example, for the action of noting down measurements, you reduce confusion and ensure that all users understand that the same type of action is required in each instance. This improves clarity and efficiency in following procedures.
• Match the Verb to the Task: Ensure the verb matches the complexity and nature of the task. For instance, “monitor” might be appropriate for ongoing observation, while “record” is suitable for documentation tasks.
• Provide Step-by-Step Details: This is particularly important for complex procedures. Assuming prior knowledge and using verbs that do not present clear context may generate potential issues. For example, a verb like “install” may not be straightforward for new users who may not be familiar with all the steps involved in “installing a device.”
• Review and Test: Have multiple people review the instructions to ensure the verbs convey the intended actions clearly. Testing the procedures can also highlight any ambiguities.

By focusing on precise action verbs, you can create clear, effective instructions that minimize errors and improve overall performance.

Are you ready to get serious about writing clear and accurate procedures for your team that reflect the proper actions to be executed? Becht’s Learning & Development team offers procedure writing support, from Procedure Writing Training to procedure audits and reviews. Contact us today at training@becht.com or visit Becht.com/training to learn more!