CDLA · Module 1 — Performance consulting and action mapping
Turn "understand, appreciate, be aware" into verbs a supervisor could observe, and stop at the right level of detail.
About 16 min
Practice in the lesson player
Sorting, matching, quizzes, and the module gate stay behind a free account so scored answers are not public. The teaching notes below are the same cited curriculum.
01
Imagine standing behind a one-way mirror watching someone work. Could you see them "understand the data privacy policy"? No. Could you see them remove national ID numbers from a report before emailing it to a vendor? Yes. Invisible verbs hide the real work. Keep asking "so that they can do what, exactly?" until you have something you could film.
02
Actions can fail in two directions. Too big ("manage the account") hides several decisions, each with its own failure. Too small ("click Save") turns the map into a procedure manual. A useful test: an action is the right size when a supervisor could say "done well" or "done badly" about one instance of it, and when the most common mistakes in it share one cause. If the mistakes have different causes, split the action.
03
Run every action on your map through the one-way-mirror test and the right-size test. Rewrite any that fail. Expect to rewrite at least half of them on the first pass.