Our courses will go live on October 26, 2026.
Our courses will go live on October 26, 2026.
Effective communication with fraud victims
Module 1 showed you what fraud does to a person. This module is what to do with that knowledge in a real contact: how to listen, speak and write, and how to handle the hardest moments, in person or on the phone.
Format
Self-paced
Commitment
2 weeks · ~2h/wk
Level
Practitioner
Assessment
Knowledge checks · practice arena
In Module 1 you learned what fraud does to a person — psychologically, emotionally, and physically. This module teaches you what to do with that knowledge in a real contact. In two weeks you will learn how to listen, how to speak, how to write, and how to handle the hardest moments, in person or on the phone. It is a practical module: every lesson gives you words, steps and tools you can use in your very next conversation with a victim.
Try it yourself · A call comes in
Now it is your turn. Listen to Thomas — you briefly heard his voice in Module 1 — as one of the four victims. In this module he is our running case: you will follow him from his first call to the final conversation. He is 54, and the victim of an impersonation scam: a caller pretended to be his bank, and his savings are gone. Wherever you work, you will meet a Thomas. This is his first call to you. Choose your answer, before any lesson, before any theory.
AUDIO — Thomas
“I… I feel so stupid. My savings are gone. I don’t even know why I’m calling. You probably can’t do anything anyway.”
Practice scenario
Scenario practice
What do you say to Thomas, right now?
Strong choice. Thomas breathes out. The whole story comes. His shame gets smaller. His recovery just started. The same thirty seconds, three different futures.
NOTE
One honest note: in this module you will sometimes see what Thomas really thinks and feels inside. You can see it because we wrote it. In a real conversation you never get that window. That is exactly why you will learn to ask, and to check if you understood correctly.
What you will learn in this module
- How to listen so a victim feels seen and heard, and what that changes.
- How to steady yourself, and use your tone of voice on purpose.
- How to ask questions and gather facts without blame.
- How to write to victims: first messages, case notes and difficult letters.
- How to handle the hardest moments: anger, family callers, hard truths, and suicidal thoughts.
- And one method that carries all of it: the S.A.F.E. Conversation.
HOW THIS MODULE WORKS
Two weeks, split into short lessons you can pause and return to whenever you need. It is self-paced: there is no prize for rushing. Some lessons in Week 5 are heavy. They are meant to be taken slowly, with the Mindful Moments you will find along the way.
NOTE
This module deals with real conversations about real trauma, including anger, despair and suicidal thoughts. That is deliberate: you cannot learn to handle the hardest moments by looking away from them. Throughout, you will find Mindful Moments. Use them. Steadying your own system is not a break from this training — in this module it is the training.
A NOTE OF CARE
If this lesson brings something up for you, or for someone you are supporting, please reach out to the crisis services in your country. Help is available right now, wherever you are. You can find the right number for your country at findahelpline.com.