SkillRise Spark · Kesterly College Front Desk · Facilitator sheet

Enrollment Week

Prioritizing a queue, recurring system failures and individual needs without making unsupported promises. Estimated 30–45 minutes (not yet classroom-validated).

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Learning outcomes (observable)

Aims to listen for in discussion. Learners are not rated; writing on the learner sheet is optional.

Identifies the people, facts and competing responsibilities in Enrollment Week.
Explains what one possible action protects, what it risks and a realistic next move.
Drafts a specific sentence or check they could adapt outside the fictional scenario.

Competency focus (SkillRise descriptions)

Practices: Pace without cutting corners, Patience, Keeping track under interruption. Internal mapping, not an external standards alignment.

Problem-solving. Learner lists known facts, open questions and a sensible first step. Review: The 'facts I used / still needed to check' learner-sheet prompt.

Preparation

Play the activity once yourself (about 15 minutes, estimated).
Print or display the learner sheet; decide whether learners work alone, in pairs or as a group.
Read the safety note below and agree that passing or writing silently is always allowed.

Safety or role boundary

Protect student privacy and avoid assumptions about literacy. Offer choices discreetly; refer needs beyond the desk role to qualified support rather than promising counseling or outcomes.

Session plan

0–5 min	Frame the fictional practice, read the opening prompt and make passing or writing silently explicit options.
5–20 min	Play Enrollment Week. Pause at the first decision to separate known facts from assumptions.
20–32 min	Compare two defensible choices. Name who each protects, who carries the risk and any fixed boundary.
32–40 min	Use the learner sheet to draft one clear next move. Sharing remains optional.
40–45 min	Close with the optional real-world step and explain how to reopen an evidence card if one was saved.

Delivery options

Individual: Play independently, pause before each choice to note a reason, then complete any learner-sheet prompt privately.
Paired: Share one screen. One person reads and one tracks facts, assumptions and affected people; switch roles after the first decision.
Group: Project the activity, collect choices by show of hands, written vote or silence, then invite reasons without asking for personal disclosure.

Opening prompt

“When a queue is growing, what deserves a quick workaround and what needs escalation?”

Discussion questions

Which issue affected one person and which affected the whole queue?
What could the desk communicate while the printer and login problems continued?
When does coping with a repeated failure hide a problem that management needs to fix?

Optional real-world practice step

Use a simple update structure once: what is happening, what you can do now, and when the next update will come.

Follow-up

At the next meeting, invite learners to say whether they tried the optional step or noticed a similar decision. Passing is always allowed.

Discussion prompts

Discussion prompts only — learners are not rated, graded or ranked. Learners can think privately, write if they wish, speak or pass. Pairs and groups can explore different choices without reaching agreement. Nobody needs to share personal experiences.

Recognizing the workplace issue: What pressures were in play at that moment?
Who else was affected, and what did they need?
Considering options and consequences: What might each option protect, and what might it risk?
Who would carry the cost of each choice?
Explaining a reasoned decision: What made your choice make sense to you?
What is the strongest case for a different choice?
Identifying a practical next step: What is one thing someone could say or check next?
How might that step change in a different workplace?

Facilitator reminders

Invite reasoning, not disclosure. Ask what the character could do and why. Never require learners to share personal experiences; offer 'think about it privately' as a normal option.
Allow disagreement and silence. Different choices are expected. Silent participation, written answers and passing are all legitimate ways to take part.
Separate judgment from personality. Talk about actions and reasons, not character traits. 'You checked before promising' rather than 'you're cautious'.
Ask who bears the consequences. For each option, ask who gains, who waits and who carries the risk — customers, coworkers, the business or the worker.
State safety boundaries clearly. Some lines are not matters of style: allergens, machine guards, privacy and unsafe lifting. Name the boundary plainly before or after play. Never demonstrate an unsafe workaround.
Not an employment screening tool. Do not use choices, reflections or evidence cards to select, rank or assess people for jobs or placements. The scenarios are fictional practice.
Describe evidence cards accurately. An evidence card records the choices a learner made and anything they wrote in a fictional scenario. It is not a grade, credential or proof of workplace competence, and it is saved only in that learner's browser.