How should the group revise its service plan?
A fictional group exercise asks you to help guests get welcome information.
The question
Four guest groups need the same information. Two request printed guides. Two can use the shared information board. A separate request for a different format needs the service lead’s confirmation.
| Count | |
|---|---|
| Groups requesting print | 2 |
| Groups able to use the board | 2 |
| Printed guides at the start | 4 |
The group checks the current version before sharing the information.
“How should the group divide the work and explain its plan?”
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A strong answer, step by step
Open each step in turn. This is one strong answer, not the only one.
Step 1: Agree the message
What would you do here? Open the move you’d make.
Check the message and format preferences
The strong move. The two preferences affect how the group shares the same information.
Assume everyone can use the board
Tempting, but it misses something. Two groups requested printed guides.
Offer the different format now
Tempting, but it misses something. The lead still needs to confirm that request.
See how a strong candidate says it
“I’d check the current information with the group and confirm which groups want print. Then we can give a consistent message.”
Why it works: The group needs one verified message and two ways to share it.
Step 2: Divide the work
What would you do here? Open the move you’d make.
Assign the information and the open request
The strong move. Both parts have a named next action.
Ask both teammates to take the same request
Tempting, but it misses something. The other groups would still need the information.
Leave the lead out of the separate request
Tempting, but it misses something. That format needs the lead’s confirmation.
See how a strong candidate says it
“One teammate can handle the guides and the board. Another can take the different-format request to the lead. Let’s agree what each person will say.”
Why it works: Separate owners keep the confirmed message and the open request clear.
Step 3: Use current copies
The lead withdraws 2 of the 4 printed guides because they have obsolete wording. The board carries the current information.
What would you do here? Open the move you’d make.
Give the two current guides to the print groups
The strong move. The two groups who accept the board still have the current information.
Use all four guides
Tempting, but it misses something. Two guides have obsolete wording and were withdrawn.
Count the different-format request as complete
Tempting, but it misses something. The service lead has yet to confirm it.
See how a strong candidate says it
“We have 2 current guides for the 2 groups who asked for print. The other 2 can use the board. Keep the different-format request with the lead.”
Why it works: The current guides fit the two print requests. The board gives the same information to the other groups.
Step 4: Brief the group
What would you do here? Open the move you’d make.
Repeat the message, format and owners
The strong move. This gives the group a common plan it can explain.
Only announce the number of guides
Tempting, but it misses something. The board and the separate request still need owners.
Tell the group the separate format is available
Tempting, but it misses something. The lead has given no confirmation.
See how a strong candidate says it
“Let’s give the same information in both formats. One person handles the two guides and points the other groups to the board. The other checks the separate request with the lead.”
Why it works: Everyone hears the same plan and knows who owns the pending item.
The answer, in short
- Decision
- Use the current guides and board, and assign the open request.
- Because
- Two guides remain for the two groups who asked for print.
- What would change it
- A change to the current material or the lead’s confirmation would change the plan.
Common traps
- Check which copies are current.
- Name the owner of the open request.
Check your answer
- I confirmed the message.
- I assigned both jobs.
- I matched each format to the stated preference.
- I kept the open request visible.
Last reviewed Nov 11, 2026