It’s in the manual

Often frustrated management say this to staff when it went wrong ‘it’s in the manual’ referring to the companies SOP (standard operating procedures, yet more jargon!).

However, it is never as simple as reading a manual.

Maybe the manual is badly written, maybe the answer wasn’t there, maybe the induction didn’t tell them to read the manual for this or that.

Maybe, and more likely, the staff aren’t inspired to do their jobs, even though they know the manual inside out or they have had no other training or leadership. Probably plenty of management though, where the only conversation is critical and instructions to read a manual.

Answers to problems are not found in manuals. It is about leadership, training and inspiration.