What should I do?

Do you have written procedures for the work tasks in your organisation. "Not me", I hear you say, "Much too bureaucratic and inflexible". Unfortunately, what you say is often true ... but it needn't be so. Written procedures can be brief, structured , clear and definitely non-bureaucratic. ... but they should help people know what is expected of them - in terms of what they are supposed to do, how they are supposed to do it ... and to what effect. Next time you ring up a 3rd party organisation and are left in 'telephone tag' or some other web of delay, just think how much easier it would be if the answerer knew what to do - and so did you. Clarity of task is a key underpinning of high performance.