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DiagnoseExecuteMedium

Broken Handoff

Rehearse a recurring cross-functional transfer and expose missing acceptance criteria.

45–75 min8–18

Purpose

Turn vague communication complaints into an explicit handoff contract.

Output: Tested handoff contract

Materials

  • Fictional work package
  • Sender and receiver role cards
  • Handoff contract canvas

Preparation

  • Choose a recurring interface and create a safe fictional case.
  • Separate required information from information normally available.

Facilitation steps

1

Prepare

10 min

The sending group prepares the package using current assumptions.

2

Transfer

10 min

The receiver accepts, returns or escalates the package without coaching.

3

Inspect

15 min

Both groups identify missing inputs, unclear acceptance and authority gaps.

4

Contract

20 min

Define trigger, required inputs, acceptance, response time and exception path.

5

Replay

10 min

Run the handoff again and record remaining exceptions.

Observe

  • Which assumptions remain implicit?
  • Can the receiver say no?
  • Is an escalation owner named?

Debrief

  • What made the first handoff fail?
  • Which rule—not reminder—will change?
  • How will we measure the next 30 days?

Transfer to work

Pilot the contract on real cases and measure returns, wait time and avoidable escalation.

Use a fictional package to protect psychological safety, then transfer only the tested contract to real work.

Failure modes

  • The case is used to blame one function.
  • The contract says communicate better instead of defining inputs and acceptance.

Accessibility

  • Provide all role information in accessible text.
  • Keep the task cognitive rather than physical.