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Lesson 6.3 - Escalation Writing

“XAUUSD Has a Problem”

A Dealer posts in a group chat: “XAUUSD has a problem.”

No one knows: - Which symbol? - What happened? - When? - How many clients are affected? - Whether it is market behavior or system failure. - Who is working on it?

This message creates noise, not operational control.

  • Write factual, decision-useful operational updates.
  • Separate verified facts from assumptions.
  • Include impact, Shift Leader / follow-up and next action.
  • Improve escalation quality across teams.
1. Time
2. Observation
3. Scope / impact
4. Verified evidence
5. Current action / Shift Leader / follow-up
6. Next update time

Weak:

“quote source has issues.”

Strong:

“20:18 UTC — Quote Source B quote frequency on XAUUSD fell by ~45% over 10 minutes; latency increased from 180ms to 610ms. Quote Source A/Quote Source C remain stable. Bridge queue is normal. Large-order fill quality is under review. Risk and Technology notified; next update at 20:25 UTC or on material change.”

Observation → Verify Facts
Verify → Assess Scope
Scope → Write Structured Update
Write → Name Shift Leader / follow-up / Action
Lead → Set Next Update
Update → Incident / Handover Record
Type Example
Fact Quote Source B session reconnected three times in 10 minutes
Fact XAUUSD spread widened from 20 to 43 points
Assumption Quote Source B may be experiencing upstream degradation
Incorrect claim Quote Source B is definitely broken

Use assumptions only when clearly labelled and supported by evidence.

Clear escalation writing reduces confusion, speeds up decisions and creates a usable audit trail.

Handover Record Standard

Shift handover is a specific form of operational communication. It should not be a casual summary of the shift; it should transfer ownership of open risk, unfinished actions and current monitoring priorities.

Use the structure below when a shift has material open items:

Shift:
Outgoing Dealer:
Incoming Dealer:
Handover time:

1. Platform / Access
- Current status:
- Exceptions:

2. Quotes / Sessions
- Affected symbols:
- Spread / freshness condition:
- Session or holiday issue:

3. Bridge / Quote Source
- Bridge queue:
- Quote source status:
- Latency / platform-rule reject / timeout concern:
- Routing / fallback status:

4. Exposure / Risk
- Net / gross exposure:
- Top group concentration:
- Risk review status:
- Pending orders / event sensitivity:
- Company risk impact:

5. Open Incidents
- Incident ID:
- Current status:
- Evidence / latest update:
- Shift Leader / follow-up:
- Next update time:

6. Pending Changes
- Change:
- Approval status:
- Shift Leader / follow-up:
- Risk / rollback note:

7. Upcoming Events / Priorities
- Event:
- Time:
- Required monitoring:

8. Receiver Confirmation
- Incoming Dealer confirms understanding: Yes / No
- Highest priority acknowledged:
- Name / time:

Rule: if a material open item has no Shift Leader or follow-up person or next action, the handover is not complete.

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
  • Has completed Shift Leader / follow-up review or practical confirmation