Module 6: Introduction to the Attitude layer

Please read carefully.

Click the play button above and watch to the very end until the screen goes black.

Click the “Mark as Complete” button, when it turns green.

There is no quiz for this module.

Additional thoughts are always available on the ‘materials’ tab.

The final certification exam is made available on completion of all modules and quizes.


It’s time to get into the first section of the pyramid and look at habits associated with Attitude.

Getting your attitude right, towards your role and your customers is the widest part of the pyramid. When you come into work with the wrong mindset, there’s little point in remembering the rest of the Helpdesk Habits, as if your attitude is wrong, you will fail at the first hurdle and the pyramid will collapse.