What they need to know.
WHAT TO TEACH
That messages can look completely genuine That urgency is a tactic That verification is always acceptable The specific procedures
WHAT NOT TO TEACH
To look for spelling errors.
That advice is obsolete and gives false confidence.
THE CENTRAL MESSAGE
Do not judge authenticity by appearance. Verify through a separate channel.
WHAT TO PRACTISE
What to do when a payment change request arrives What to do when someone senior asks urgently What to do when a customer sends a payment screenshot
THE SENIOR REQUEST SCENARIO
Staff must know they may verify a request that appears to come from you.
Say so explicitly and repeatedly.
WHAT TO PROVIDE
Written procedures Known contact numbers for suppliers and colleagues Someone to ask
HOW OFTEN TO REVISIT
Annually, and when a new tactic appears.
WHAT TO DO WHEN SOMEONE ALMOST FALLS FOR ONE
Thank them for reporting it.
Treat it as useful, not as a failure.
