Lesson 4.7

Proper Handover: Don’t Leave People Guessing

Estimated time: 7 minutes

Many workplace problems happen during handover.

One employee leaves.

Another takes over.

Important information disappears between them.

Scenario

Employee A ends her shift while a customer complaint is still unresolved.

She leaves without telling Employee B.

The customer calls later.

Employee B knows nothing.

The customer must explain everything again.

Employee B says:

“The person you spoke to has gone home.”

To the customer, the business has forgotten the issue.

A Useful Handover May Include

Depending on the work:

what has been completed
what remains unfinished
urgent priorities
customers waiting for follow-up
unusual incidents
deadlines
missing information
money/stock status where applicable
who has already been contacted
what has been promised
what action should happen next

Handover Does Not Need to Be Complicated

A small workplace might use:

a notebook
digital log
approved WhatsApp work group
task system
shift sheet
verbal handover plus written record

The important thing is that critical information survives the change of person.

Poor

“They’ll figure it out.”

Better

“Here are the three things still pending. This one needs action before 5 PM.”

More Workplace Examples

Shift change

A restaurant worker is leaving while an order still needs attention.

BETTER RESPONSE

Use the approved handover record to identify the order, what is pending and who will act next; confirm the incoming worker understands.

Going on leave

An office assistant will be away while several tasks remain open.

BETTER RESPONSE

Before leaving, record their status, deadlines and approved locations of relevant documents. Agree who covers each task with the supervisor.

Student or parent issue

A school staff member passes a parent concern to another authorized staff member.

BETTER RESPONSE

Share only the necessary facts through the approved channel, including action already taken and the next update due. Keep student information out of casual groups.

Sales lead

A salesperson hands a prospective customer to a colleague.

BETTER RESPONSE

Record the customer’s request, confirmed details, permission to contact and the follow-up agreed. Do not invent a sale or promise terms that were not approved.

Remember

Your shift may end. The responsibility of the workplace continues.