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Communication with Your Groups

How to communicate with learners professionally, including tone, channels, and policy boundaries.

Standards for communicating clearly, professionally, and confidently with your learners.

Your communication reflects Swap Language.
It must be warm, structured, and policy-aligned.

🔎 Communication Principles

Before sending any message, follow these 5 rules:

1. Use official channels only
Platform group chat or your Swap Language company email.

2. Be warm, but structured
Friendly tone. Clear structure. No over-explaining.

3. Refer to policy, not personal preference
Decisions are based on company policy — not individual negotiation.

4. Keep it short and clear
Professional clarity builds trust.

5. Follow the exception framework
Do not make emotional decisions. Apply structured judgment.

1. Where Communication Happens

Primary Channel: Platform Group Chat

All lesson-related communication should primarily happen in:

The group chat on SwapLanguage.com

This ensures:

  • Transparency

  • Documentation

  • Alignment with company agreements

  • Protection for both teachers and learners

Email Communication (Operational Setup)

Because the platform is not yet 100% frictionless, communication may also happen via:

Your Swap Language company email

All teachers are provided with a company email to:

  • Avoid using private emails

  • Protect client data

  • Ensure compliance with data protection standards

Important:

  • Never use your personal email

  • Avoid fragmented parallel conversations

  • Keep decisions documented clearly

2. Tone & Professional Standard

Your tone should always be:

Warm
Clear
Professional
Calm
Structured

Remember:

Most learners are working professionals.
Many are company-sponsored.

You are friendly — but not flexible beyond policy without framework.

3. The 24-Hour Rule

Lessons must be rescheduled at least 24 hours in advance.

If a request comes less than 24 hours before the lesson:

You are not obligated to reschedule.

This is the standard rule.

4. Exception Framework (Controlled Flexibility)

Teachers may approve a rescheduling request under 24 hours only if all of the following conditions are met:

1️⃣ The reason is extraordinary and unavoidable

Examples:

  • Flight delay or cancellation

  • Medical emergency

  • Birth of a child

  • Sudden company-mandated meeting

Not extraordinary:

  • Forgot

  • Busy day

  • Double booking

  • Personal preference

2️⃣ The situation is clearly documented

The reason must be written clearly in chat or email.

3️⃣ All group participants agree to a new time

Group lessons require full agreement.

If one participant cannot attend the new time → the lesson proceeds as planned.

4️⃣ It is not repeated behavior

If the same learner frequently requests last-minute changes → escalate to Customer Success.

If any of the four conditions are not met → follow the standard 24-hour rule.

5. Handling Cancellation Attempts

If a learner:

  • Cannot attend

  • Asks for individual compensation

  • Wants a private makeup session

The lesson proceeds as scheduled.

Group lessons are shared sessions.

You are not required to:

  • Offer private catch-up sessions

  • Compensate missed attendance

  • Create alternative structures

6. When to Escalate

Escalate to Customer Success if:

  • There is repeated policy resistance

  • A learner frequently requests exceptions

  • A situation feels unclear or sensitive

  • There is conflict in the group

Escalation is not weakness.
It protects consistency.

7. Protecting Your Boundaries

You are responsible for:

  • Clear communication

  • Applying policy consistently

  • Maintaining professional tone

You are not responsible for:

  • Negotiating company agreements

  • HR discussions

  • Contract disputes

  • Structural changes

When in doubt → follow the framework.