Module 4 · Suggested: Week 1
Teamwork, ethics & confidentiality
Carry the story forward. Protect the person behind it.
Start
Picture teamwork, ethics & confidentiality in action.
Use the scene and examples below to make the standard concrete.
Know
Keep the standard clear.
Handoffs
Leave the next person ready.
Brief the incoming colleague on every open item and anything that changed during your shift.
Name the client, explain the request, and give the current status before your teammate takes over.
Explain new information, action already taken, and any promise the client is waiting on.
Confirm who owns the next action and when the client expects an update.
“The room is reset. The display still needs a check. I told the client we’d update them by 9:15, and you own that call.”
Carry this: Tell your colleague about every open problem you already know about before they take over.
Solve together
Keep the problem moving.
When a problem needs help from more than one person, use these steps to keep it moving.
Alert the team so no one carries a significant problem alone.
Gather the full picture before acting or drawing a conclusion.
Write down what happened, what changed, and what the team has done.
Acknowledge the impact and explain the useful action you can take now.
Confirm the client is satisfied before you treat the matter as closed.
After the problem is fixed, review what worked and what the team should change next time.
Instead of: Assigning blame to a colleague in front of the client
Do this: Own the team response and focus on the repair. Discuss responsibility privately later.
Instead of: Waiting until a teammate notices you need help
Do this: Ask right away, before the client’s experience begins to slip.
Protect trust
Give care without giving away information.
Keep client information private. Welcome every person with equal care. Report harmful behavior right away.
Share client information only with people who are authorized to receive it.
Move client business away from places where other clients, guests, or visitors can overhear.
When a request for client information doesn’t feel right, ask your Manager before responding.
Help with the visit without discussing the client’s office arrangement. Alert the client before the meeting.
Report harassment or discrimination to your Manager or the appropriate operations leader right away.
Here’s what discretion can sound like “I can help with your visit and let the client know you’re here. I don’t share details about a client’s office arrangement.”
Instead of: Answering a guest’s questions about the client’s arrangement
Do this: Keep the arrangement private, help with the visit, and alert the client.
Instead of: Discussing client business where others can hear
Do this: Move the conversation to a private place before continuing.
Instead of: Assuming someone’s role from appearance
Do this: Offer the same warm welcome, then ask how you can help.
Decide
Choose the next move.
Three situations. Each answer gives immediate feedback.
0 of 3 decisions correct
Practice
Try it under pressure.
Call Lab · Live
Privacy boundary
Practice protecting a client’s information while keeping a persistent caller supported.
Commit
Plan the next real moment.
Take one step tomorrow
Write the moment you’ll use this.
We’ll save this plan in your browser and show it when you return.
Complete both blanks before you finish the digital practice.
Print or email
Module completion card
Employee________________________________
Date________________________________
- Decision practice
- 0/3 correct
- Tomorrow when…
- Not written yet
- I will…
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More ways to practiceAudio, song, lyrics, printable, infographic, and transcript
Memory song
Carry It Forward
Desk reference
Printable and infographic
Source: Team Member Training Program, Modules 3, 7, and 8.