Are you taking notes? I have to write down verbal instructions. Sometimes i have to rewrite written instructions - a long list has to be organized into logical sections before i can understand and remember it. And im a genius!

Also, a lot of times, this is the other persons first and only job. They dont get that things are done differently elsewhere, they think its "obvious" and that this is the only way. When actually i knew dozen different ways to do the same thing, like sign on to a computer. So who is the ignorant one?

Good luck!

ETA - good on you for calling her out on "big momma"! You saved the company a lawsuit, if not an appearance on youtube!