JAY GET IT / ACADEMY · PRINTABLE JOB AID
Observe. Listen. Protect. Follow through.
Branch Leadership · A quick reference for the next transaction.
1. Observe privately
Describe the situation, observed behavior and effect. Ask for context; avoid labels and guessed motives.
2. Agree on practice
Choose one observable behavior and a safe practice opportunity.
3. Protect customers
Respect authorization and route complaints or potential misconduct through the designated process. Preserve factual records.
4. Maintain controls
Use authorized coverage and required independent review. Keep credentials separate.
5. Follow through
Name the observer role, evidence and review date. Use permitted observations or role-plays; adjust support.
6. Keep records appropriately
This aid is not an HR investigation protocol. Use approved systems for actual personnel or customer records.