The goal of the course is to help prepare participants to handle confidential and sensitive information and understand their obligation to protect the privacy of the company’s customers in all aspects. As well, attendees will commit to engaging in respectful communication when it comes to their interactions with customers and clients.
The instructor led webinar is a 1.5‐hour course. The session is scheduled at your convenience.
The success of the program is driven by our focus on requiring participants to commit to taking ownership of their attitude and behavior with respect to customer privacy.
The webinar curriculum (1.5-hours or 90 minutes)
MODULE 1 – CONFIDENTIALITY (20 mins)
Learning Goal: I can use three questions to identify confidential information in order to protect the privacy of customers.
Description: In module 1, attendees learn about the characteristics of confidential information in order to help them know what information is confidential.
MODULE 2 – THE LAW (10 mins)
Learning Goal: I can describe the legal requirements for safeguarding confidential information and the privacy of customers.
Description: In module 2, participants learn about laws in Canada that relate to privacy rights, and the various government organizations and agencies responsible for overseeing compliance with these laws.
MODULE 3 – TYPES OF DISCLOSURE (20 mins)
Learning Goal: I can describe the circumstances for authorized disclosure.
Description: In module 3, participants explore the 3 forms of disclosure (including how information is compromised). In addition, the module briefly unpacks social media and social engineering in relationship to their obligation and the requirements that are associated with access to confidential information.
MODULE 4 – BOUNDARIES AND CONFIDENTIALITY (40 mins)
Learning Goal: I can express the importance of engaging in respectful communication about customers.
Description: In module 4, participants unpack measures to keep information secure as well as the appropriate use of confidential information.