Communication and Workplace Behaviour
Communication and workplace behaviour covers how BFSI staff speak, write and behave with customers and colleagues. The exam tests listening, tone, written etiquette, escalation and respectful conduct rather than memorised definitions.
Rules that matter
- Use the 7Cs: clear, concise, concrete, correct, coherent, complete and courteous.
- Listen actively: let the customer finish, paraphrase the issue and confirm facts before responding.
- Separate emotion from content; an angry tone may still contain a valid transaction problem.
- Write professional emails with a specific subject, greeting, short body, action and closing; avoid SMS language.
- Follow the escalation matrix; do not promise what your role cannot authorise.
- Keep customer information on a need-to-know basis and never discuss it in public areas.
Worked example
A customer shouts, “You people are thieves, my ATM debit failed.” A weak reply is “It is not our fault.” A better sequence is: acknowledge the distress, verify the card and transaction, confirm the account was debited, log a complaint, give the complaint number and explain the next step. Reasoning: this calms the customer, creates an audit trail and avoids an unauthorised refund promise.
Traps that cost marks
- Arguing or mirroring the customer’s anger.
- Using jargon such as “reversal will be processed post reconciliation” without explaining it.
- Promising a refund date that the bank has not authorised.
- Sharing account details with a caller who claims to be a colleague.