Lesson 1.7 - Communication Standards¶
Dealing Room communication should be factual, structured and action-oriented. The goal is not to write more messages, but to help the right person understand what happened, what was checked and what needs to happen next.
Four Standards¶
| Standard | Meaning |
|---|---|
| Clear time | State when the event happened and when it was checked |
| Clear scope | State symbol, platform, account group or affected area |
| Clear evidence | State what was verified and where evidence is saved |
| Clear next step | State current action, responsible person and next update |
Standard Message Template¶
Time:
Observation:
Affected scope:
Evidence checked:
Impact:
Current status:
Next action:
Responsible person / Shift Leader:
Next update:
What Different Audiences Care About¶
| Audience | Concern |
|---|---|
| IT | server, network, logs and system status |
| Risk | Exposure, market risk, risk status and client-group risk |
| CRM | client impact, complaint wording and ticket status |
| Management | business impact, severity and expected recovery time |
| Compliance | record completeness, client fairness and regulatory risk |
Wording Standard¶
| Avoid | Use |
|---|---|
| maybe | under investigation |
| seems | observed / verified |
| bad | degraded |
| fixed | recovered / stable for X minutes |
| client is wrong | evidence does not support the claim |
Example¶
Not recommended:
XAUUSD seems bad. Maybe quote source issue.
Recommended:
09:32 UTC - XAUUSD spread widened above normal for 4 minutes. Client Terminal chart is updating, Bridge queue is normal, Quote Source B latency is above baseline. No client complaint observed yet. Continue monitoring; next update 09:45 UTC or earlier if order impact appears.
Practical Training¶
Scenario:
Bridge shows several large XAUUSD orders and fast-close alerts. The platform is normal, but spread is wider than usual.
Write a short update using the standard template.
Summary¶
Good communication reduces uncertainty. A professional Dealer communicates confirmed facts, impact, evidence and next action. When evidence is insufficient, do not decide the root cause, assign responsibility or blame the client before receiving clear instruction.
Completion Criteria¶
- Can explain the key risk or operational objective of this lesson
- Can identify the required systems, data, or evidence to review
- Can describe the correct escalation or handling process
- Can apply the lesson correctly in a supervised scenario