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Last updated on 2024年7月23日

You're faced with a client sharing confidential information in public. How do you protect their privacy?

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When you're in the banking sector, client confidentiality is paramount. Imagine you're at a coffee shop with a client who begins to discuss sensitive financial details a little too loudly. It's an uncomfortable scenario, but how do you handle it without causing embarrassment or compromising their privacy? This article will guide you through the necessary steps to protect your client's confidential information, even in public spaces.

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John Marsden

Connecting the dots... Focusing on making life easier for the good people and difficult for the criminals

1 Assess Risk

Quickly evaluating the situation is crucial. If your client is sharing confidential information in a public setting, you must assess who is around and how much they might have overheard. Consider the proximity of other people, the volume of the conversation, and the nature of the disclosed information. Your immediate goal is to minimize the risk of sensitive data reaching the wrong ears. A subtle approach might involve suggesting a quieter spot or using body language to signal the need for discretion.

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Jimmy B.

Cloud, cybersecurity & data networks certified freelancer
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Is the client aware of the dangers of their actions? It's important to start by educating the client on the possible consequences of their actions to make them aware of the dangersI suggest to start by educating the client on the possible consequences of their actions, their are many free resource case studies out there that can serve as examples.

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Anis Ouchchen ???? ???? ????

FAL-A320 Support ?? Préparateur Méthodes Après Livraison ??
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L evaluation des risques est toujours nécessaire , dans ce cas analysons les propos dites et leur impact si ils sont captées par une tiérce personne ... poser le scenario le plus dur devant son mirroir et comencer l étape de sécurisation..

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2 Intervene Tactfully

Once you've assessed the risk, it's time to intervene – but tactfully. You don't want to alarm your client or make them feel uncomfortable. Gently interrupt with a polite interjection, perhaps suggesting you discuss the details at the office or in a more private setting. Your aim is to redirect the conversation away from sensitive topics without drawing attention to the fact that you're doing so. It's a delicate balance between maintaining professionalism and ensuring confidentiality.

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John Marsden

Connecting the dots... Focusing on making life easier for the good people and difficult for the criminals
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The right way to point out the need for confidentiality is to offer a solution. At no stage, call them out for being insecure, push them to acknowledge the need for security.

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3 Educate Client

After ensuring immediate privacy, it's important to educate your client about the risks of discussing confidential information in public. Do this in a non-condescending manner, emphasizing the importance of protecting their financial data. Explain how even overheard snippets of a conversation can be pieced together by malicious individuals. By making your client aware of the potential consequences, you encourage them to be more mindful of their surroundings in the future.

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John Marsden

Connecting the dots... Focusing on making life easier for the good people and difficult for the criminals
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It’s a balance between scaring the customer and incriminating the brand in the circle of suspicion. In reality, the customer is part of your security stance and needs some education to understand this. An approach which talks about how the bank keeps the security high and moves to threats is better than directly tackling the consumers behaviours. The ‘you are doing it wrong’ might get the wrong reaction.

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4 Establish Protocols

To prevent future incidents, establish clear communication protocols with your clients. Set expectations for where and how sensitive conversations should take place, such as secure phone lines or encrypted email. Inform them about the dangers of public Wi-Fi and the importance of verifying the identity of the person they're communicating with. These protocols act as a safeguard, ensuring that both you and your client are on the same page when it comes to discussing confidential matters.

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5 Utilize Technology

In an age where technology can both compromise and enhance security, it's essential to use it wisely. Encourage your clients to adopt secure messaging apps for quick communications that need to be kept confidential. For documents, recommend using password-protected files and secure sharing services. Technology can be a powerful ally in protecting privacy, but only if used correctly and with an understanding of its limitations and risks.

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John Marsden

Connecting the dots... Focusing on making life easier for the good people and difficult for the criminals
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When confronted with high friction at log on and application the consumer will have a moment to think and emote around the experience. It helps if they understand the context. Why are secure messages used etc

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6 Follow Up

Finally, follow up with your client after any such incident to reinforce the importance of maintaining confidentiality. This could be through a formal review of privacy policies or a casual reminder in subsequent meetings. Consistently reinforcing this message helps to build a culture of security and awareness, which is critical in the banking industry where trust is the foundation of client relationships.

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John Marsden

Connecting the dots... Focusing on making life easier for the good people and difficult for the criminals
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Security and the reasons for this should be communicated regularly and frequently - if we accept the consumer is a critical part of our security the extensive efforts made to secure staff behaviours should be mirrored in the effort to educate consumers

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're faced with a client sharing confidential information in public. How do you protect their privacy?

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1 Assess Risk

2 Intervene Tactfully

3 Educate Client

4 Establish Protocols

5 Utilize Technology

6 Follow Up

7 Here’s what else to consider

Banking Relationships

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