The Monday briefing

09:00

09:20

Frame

The six beats

““CSAT is 4” is not an observation that earns a meeting.”

Aim. The brief has a shape, and they hear it before they build it.

1. Put the six beats on the wall: the decision you want, the window and the population, one picture, the number with its base, what it does not prove, the ask.
2. The ask is one action, one owner, one number, and a date you will look again.
3. Show the rubric. Met is 70. Distinction is 85, and only if the red team failed to break the core number. Scores are private. This is not a ranking of managers.

09:20

10:45

Critique

Red team

“Your job is to break the number, not the person.”

Aim. Every page gets one hostile pass, and one repair.

1. Swap with a pair who does not own your queue.
2. Thirty minutes to break it. Required attempts: slice to a week or a queue with fewer than 15 replies and see if CSAT is still stated as fact. Check unmatched complaints are still in the complaint count. Check P1 phone after 14:00 is not buried in a green blend. Check an agent rank is not secretly a queue rank.
3. Fifteen minutes for the author to repair one thing. Not everything.
4. Write the break and the repair in a sentence each. That sentence is part of the assessment record.

11:00

12:30

Brief

Briefing studio

“Observation is not the ask. The ask is a change with an owner.”

Aim. Ahmad models one full brief, then each pair drafts theirs on the six beats.

1. Ahmad delivers the fee-copy brief in six minutes, using the lab, not a slide. He includes what it does not prove: it does not prove who wrote the fee notice, and it does not prove the afternoon phone problem.
2. Pairs draft on paper or in the worksheet on the Assessment page. Six beats, short lines. The picture is the page they already built.
3. They time each other once before lunch. If it runs past six minutes, they cut the context, not the limit.

13:15

15:30

Brief

Briefings

“Six minutes. Then two questions. Then the next person.”

Aim. Every manager speaks. Ahmad scores against the rubric during the brief, not after from memory.

1. Order is drawn, not volunteered. Volunteering front-loads the confident.
2. The room may ask two questions, from the same four as yesterday.
3. Ahmad does not coach during the six minutes. Notes go on the rubric: keep, change.
4. If the cohort is above 16, split into two rooms. The second room uses the same rubric and the same clock. Ahmad reads those papers before the close report.

15:40

16:30

Check

The rhythm, then the record

“If this dies as a screenshot in an email, the four days did not take.”

Aim. A one-page weekly rhythm, the feedback form, and the completion record.

1. Each manager writes the rhythm: who pulls the extract, which morning, which three numbers stay, which three retire, who hears the brief, and how long they get. Ten minutes, not a pack.
2. They write what would make this method wrong in 30 days. A real answer is allowed.
3. Feedback form, same day. The item Ahmad reads first is what they will use in 14 days.
4. Completion: attended the labs, and a brief at 70 or better. A partial day is covered by the file submitted that evening. Say the result privately, not from the front of the room.
5. Close without a recap speech. The rhythm page is the recap.