Supplier, venue and technical handover problems
When the event lead and show caller give conflicting instructions
Crew and speakers are hearing two different instructions from two people who both seem to be in charge.
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The short answer
Pause the disputed instruction, not the whole event, and ask both people to meet for five minutes away from the crew. Agree who decides what, write it on one line, and tell everyone the same thing at the same time.
As a rule, the event lead decides what the programme is and the show caller decides when each cue happens within it. Anything touching safety or venue rules belongs to the venue and the relevant specialists, not to either of them.
What is known and what is not
Write down the instructions actually given, who gave them, and who heard them. The last column says who can settle each point.
| Known | Not yet known | Who can answer |
|---|---|---|
| The two instructions, the people who gave them and the times | Whether they conflict on substance or only on timing and wording | Both people, in a short joint conversation |
| Who was named show caller and who was named event lead in the running order and brief | Whether decision rights between them were ever written down | Event owner; the brief and running order |
| Who on the crew and which speakers have acted on each instruction | Whether anything already done must be reversed | Show caller; stage manager |
| Time remaining before the next cue or doors | Whether any instruction touches safety, access or venue rules | Venue contact and the supplier responsible for that area |
Who has authority to decide
The event owner or client decides who holds which role. If that was never recorded, the event owner decides now, even if only for the next few hours. The event lead normally owns programme content and priorities. The show caller normally owns cue timing during the run.
Safety, evacuation and venue-rule instructions are for the venue and the competent supplier. If either person gives such an instruction, route it to the venue contact and let them confirm.
- Roles and who has the final say: event owner or client, in writing.
- Programme content and priorities: event lead.
- Cue timing during the show: show caller.
- Safety and venue rules: venue and the competent supplier.
The realistic options, including stopping or scaling down
Compare the options for how to restore one clear line of instruction. Include simplifying the run of show.
| Option | What it involves | Consequence to weigh |
|---|---|---|
| Event lead takes all decisions for now | One person gives all instructions until the next break, and the show caller executes. | Simple and fast; the show caller's cue knowledge may be underused. |
| Show caller takes cue decisions only | Event lead agrees changes to content before the show, then steps back from live calls. | Clean split; the event lead must hold back during the run. |
| Event owner decides each dispute | A named senior person arbitrates until the event ends. | Clear tiebreak; slows every decision. |
| Simplify the running order | Remove or merge cues so fewer decisions are contested. | Fewer conflicts; some programme content lost. |
| Delay the next segment | Hold a short pause while roles are settled. | Calmer crew; delegates see a delay. |
Communications: who says what to whom
Speak to the two people together first. Then tell the crew and the stage manager with one message, from the person the event owner names. Delegates need no message unless the programme changes.
Adjust the drafts to your own facts.
- To both leads: the crew is receiving two different instructions on [item]. Please meet for five minutes with [event owner] to agree who decides what for the rest of the event.
- To the crew: from now until [time], instructions on [content] come from [name], and cue timing comes from [name]. If you receive a different instruction, check with [name] before acting.
- To the venue contact, if safety or venue rules are involved: [instruction] was raised. Please confirm what is required before anyone acts.
Follow-up and preventing a repeat
- Write the agreed decision rights in a decision log and add them to the running order for every crew member.
- Use a named person per area in the weekly status report so unresolved conflicts surface before the event.
- Include the show caller in the rehearsal and test the decision rights there, recording what is observed in the evidence log.
- Add a one-page roles note to future briefs: who decides content, who decides cues, who decides safety questions with the venue.
- See also contradictory instructions across the team for the wider pattern.
Worked example · Fictional example
Two leads, one stage
Fictional organisation and figures, written to show the level of detail that is useful.
A fictional association's annual meeting has an event lead from the secretariat and a freelance show caller. Thirty minutes before doors, the event lead asks the crew to move a panel earlier, while the show caller tells them the running order is locked.
The stage manager pauses both instructions and asks for a meeting. The event owner confirms that content changes close at doors and cue timing is the show caller's from then on. Both agree, the stage manager tells the crew, and the decision is written on the running order.
Use this yourself
Decision-rights note
Fill this in with both people and the event owner, then give a copy to every crew lead.
- Event owner or client with final say:
- Event lead: what they decide, until what time:
- Show caller: what they decide, from what time:
- How disagreements are resolved, and who breaks a tie:
- Who confirms safety and venue-rule questions with the venue:
- Who tells the crew about any change, and how:
- Which running-order version is current, and its time stamp:
- Questions still open, with owners:
Handle it in-house, or bring in help?
Your team can usually handle this when
- The conflict is about timing or wording and both people are willing to meet.
- The event owner is available and can confirm roles.
- No instruction touches safety or venue rules.
Outside planning help earns its fee when
- Roles were never written down and several suppliers are acting on different instructions.
- The event lead and show caller are from different organisations with different reporting lines.
- A senior sponsor or client keeps adding instructions in the middle.
Need a single point of coordination?
A conference project lead can set up roles, decision rights and a single instruction channel before the event, and coordinate between the event lead, show caller, venue and suppliers during rehearsal. Safety decisions stay with the venue and competent suppliers. A planning diagnostic can review roles and handovers ahead of time.
Questions organisers ask
Who should have the final say on the day?
The event owner or client decides, and should write it down. Typically the event lead owns content and the show caller owns cue timing, but this is an agreement to record, not a rule.
Should we correct them in front of the crew?
No. Pause the disputed instruction and speak to both people privately and briefly. Then tell the crew once, with one message.
What if the disagreement is about safety?
Neither person decides it. Raise it with the venue contact and the competent supplier, and follow their confirmation.
How do we avoid this next time?
Write roles and decision rights into the brief and the running order, and test them at rehearsal with all crew leads present.
Related resources
Content record: Draft. Written from the cited sources and checked by automated rules; not yet independently reviewed.