In the rapidly shifting world of work, many employees are unclear what’s
expected of them
[March 21, 2025]
By CATHY BUSSEWITZ
NEW YORK (AP) — When Nikelle Inman started a new job coaching
first-generation college students, she looked forward to meeting with
them one-on-one to talk about how to surmount obstacles and find
resources to succeed.
Instead, she and her fellow success coaches at a community college in
North Carolina spent a year mired in paperwork, tasked with reviewing
applications from aspiring undergraduates. They never did get to meet
with students.
“Admissions work kind of took over what we were supposed to do,” Inman,
34, said. “I felt disengaged with the position, more so because I just
didn’t feel valued.”
It's disorienting when a job turns out to be completely different than
advertised or morphs into something we didn’t expect. But more U.S.
workers have reported feeling disconnected from their organization's
purpose and unclear on how to meet expectations since the coronavirus
pandemic changed the way we work, according to a new Gallup analysis.
Just under half of U.S. employees who participated in a Gallup survey in
November “strongly agreed” that they know what is expected of them at
work, which is one of the factors the polling firm uses to measure
employee engagement. In January 2020, the figure stood at 56%.
The new survey showed that new employees, younger employees, people in
white-collar industries like technology, insurance and finance, and
those in hybrid work arrangements were especially likely to report that
expectations for their roles weren't clear.
The findings make intuitive sense. Managers and employees have
bushwhacked their way through disruptive changes since COVID-19 first
upended public life five years ago. In late 2024, about one-quarter of
employees with the ability to work remotely were doing so exclusively,
up from around 1 in 10 in 2019, Gallup found. Another 55% were working
in the office some days and remotely the rest, according to the 2024
data, up from about one-third in 2019.
More recently, layoffs at tech companies and in the government and other
sectors have left organizations with fewer people to handle the load,
and expectations aren't always adjusted to the new realities.
“With all the rounds of layoffs, people’s scope and responsibilities are
shifting constantly,” said Jeremy Guttenplan, an executive leadership
trainer and coach based in New York. “You think about the ones left
behind and the work is just getting piled on them.”
Here are some strategies for eliminating confusion when the scope and
responsibilities of a job are ambiguous.
Establish expectations early
Spell out or make sure you understand what a new role or project entails
— along with any relevant deadlines or performance markers — from the
beginning so everyone agrees on what’s realistic and wanted. Writing it
down in a shared document can help prevent future misunderstandings.
When a successful real estate developer asked Amber Krasinski to film
and produce 85 TikTok videos in three hours, she thought hard about
whether she really wanted to take him on as a client. The job might be
good exposure for her communications agency, IvyHill Stategies, but
Krasinski knew it would be impossible to complete in so little time. She
turned it down.
Krasinski regularly gives her client progress updates and tries to make
a practice of asking clarifying questions before taking on new projects.
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AP Illustration / Annie Ng
 “Any time I have a conversation with
a prospective client, I have that in the back of my mind,” Krasinski
said. "Avoiding that people-pleasing side that says, ‘You can figure
it out, you can do it.’ You don’t want to let anybody down, but you
also need to set yourself up for success.”
Seek frequent feedback
No one wants to spend all day in meetings. But more frequent
check-ins with a manager or supervisor may help staff members who
are unsure if they are prioritizing their time appropriately or
don't know what they are supposed to be doing.
Organizations can explore different ways of building connection
between employees and providing more opportunities for feedback,
which can result in better understanding of workplace expectations.
Brian Smith, founder and managing partner of IA Business Advisors,
said his company hosts gratitude sessions for 30 minutes each week.
The first 20 minutes are led by a coach who advises attendees on
issues such as how to effectively manage time or deal with
challenging customers. Highlighting specific problems and strategies
can help workers understand what's expected of them. At the end of
the session, participants have an opportunity to share what they’re
grateful for.
Start the conversation
Workers don't have to wait for a supervisor to seek feedback or
clarify expectations. You can suggest a quick check-in at any point,
if you're unsure how to prioritize long-term goals or short-term
deadlines,
“Managing upwards is going to make your life easier,” said Dale
Whelehan, founder of 4 Day World, a think tank that explores new
models of work. “Don’t assume that management has all the answers.
They’re probably just as lost."
However, in hierarchical organizations where questioning management
may be viewed negatively, it's important to be delicate, he said.
To initiate a feedback discussion, you can ask to meet with a
manager about a current project. Whelehan outlined how to approach
the conversation if the meeting gets scheduled. Start by sharing
what you understand your assignment to be. Then request the
manager's confirmation or clarification by saying something such as,
“I just want to make sure that there's alignment here,” he advised.
Ask about anything else you need to clarify and close out the
conversation by saying, “From what I understand from this
conversation, my role is this. ... Have I understood that
correctly?" Follow up with an email restating what you agreed to,
Whelehan said.
Trust your instincts
With workplaces experiencing so many changes, employees can find
themselves jumping from one assignment to the other, distracted by
new responsibilities picked up after colleagues were laid off, or
adjusting to spending more time physically in the office.
If it all feels too chaotic, take a moment to pause. Revisit your
priorities. And then work on the most important task.
“If something doesn't feel right, don't just accept it,” Inman said.
“Whatever that avenue is, if it's staying and trying to make it
better or leaving, just don't give up on what you know is right.”
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