Empower your staff: Use the GTA Model

In the hit video game Grand Theft Auto (GTA), players are dropped into an open world where they can choose their own path—driving peacefully, tackling missions, or causing mayhem. This freedom creates an exciting, dynamic experience. But without a clear mission or purpose, players often end up wandering aimlessly, distracted by side activities, and far from their objectives. In the workplace, the same can happen when employees lack clear guidance and decision-making authority.

Enter the GTA Model (Go, Tell, Ask)—a powerful approach to delegation that gives employees autonomy within clear boundaries. This model empowers staff to make confident decisions while ensuring alignment with the organisation’s risk appetite and code of conduct. It’s a key part of Safe Accountability—where employees can act freely, bring their whole selves to work, and make decisions with confidence.

The GTA Model Explained

The GTA Model splits actions and decisions into three categories—Go, Tell, and Ask—providing clarity on when employees can act independently, when they should communicate decisions, and when they need approval.

1. Go When a task is marked as "Go," the employee has full autonomy to act. They are trusted to use their judgement, make decisions, and take appropriate action. This directive suits tasks that are low-risk, routine, or well understood.

   
   

Example: A front-of-house staff member in an onboard restaurant can call in the clean-up crew whenever necessary—no approval needed.

2. Go & Tell "Go & Tell" grants the employee the authority to take action immediately but requires them to inform their supervisor afterwards. This approach balances speed and oversight, enabling employees to respond swiftly while keeping leaders informed.

   
   

Example: If the same staff member notices a disruptive customer, they can call in Security immediately and then escalate the incident to their supervisor afterwards.

3. Ask When a task falls under "Ask," the employee must seek approval from a supervisor before acting. This category typically applies to high-risk, complex, or sensitive decisions.

   
   

Example: If a situation calls for contacting the Investigations team, the staff member must first consult with their supervisor.

Building a Delegation Inventory

The GTA Model is most effective when each role has a tailored delegation inventory—a living document that clearly outlines actions in each category. This inventory can be refined over time and customised to support individual growth and development.

Instead of trying to predict every scenario upfront, start small and adjust as new situations arise. The inventory evolves, keeping pace with changes in the business environment and employees’ skill sets.

Example inventory for the Concierge role

Situation	Action
Call in the cleaning crew	Go
Call in Security	Go & Tell
Call in the Investigations team	Ask
Refund the customer up to $50	Go
Refund the customer up to $100	Go & Tell
Refund the customer more than $100	Ask

The Benefits of the GTA Model

By implementing the GTA Model, organisations can:

• Empower Employees: Confidently delegate decision-making authority, allowing employees to solve problems without constant oversight.

• Drive Accountability: Define clear boundaries to ensure employees act in alignment with organisational values.

• Foster Growth: Adapt the delegation inventory over time to support individual development.

  
  

Without clear delegation, teams can feel directionless—just like a player in GTA roaming aimlessly without a mission. The GTA Model provides structure and autonomy, helping employees stay on track and achieve objectives confidently. It’s about giving your team the freedom to act—within the guardrails you’ve set.