Part II · Instructor's Manual

Chapter 10 · A handbook for practitioners

Challenging situations in the workshop

Workshops on fraud touch on painful topics: loss, shame, loneliness, and a loss of control. Difficult situations are not the exception — they're the norm. This chapter provides ready-made ways to respond.

Mini crisis protocol: 4 steps

Before we move on to specific situations, remember these four steps that always work, no matter what's happening.

When something difficult happens

1

Stop judging

Don't judge what the participant says, does, or feels.

2

Acknowledge the emotion

"I understand this is difficult." "It's natural for you to feel that way."

3

Don't try to resolve everything in the group

Offer to talk one-on-one after the session.

4

Follow up with the person after the meeting

Keep your promise.

These four steps work when someone is crying, angry, resistant, or sharing a story about a loss. They're universal.

A participant talks about losing money

What to do: listen. Don't interrupt. Don't give advice. When they're done, acknowledge what they've said and suggest continuing the conversation after the session.

You can say

  • "Thank you for sharing this. It takes courage."
  • "It's not your fault. It's the fault of the criminal who did this."
  • "Can we come back to this after the meeting? I'd like to talk to you about it calmly."

Don't do this

  • Don't say "you should have checked" or "why didn't you call?"
  • Don't downplay it: "At least you're healthy"
  • Don't diagnose or suggest therapy

After the session: talk to them one-on-one, leave your contact information, suggest filing a police report, and provide helpline numbers.

A participant reacts emotionally

What to do: the co-facilitator quietly approaches, sits next to them, and offers a tissue and water. The facilitator continues the session, normalising the situation.

You can say

  • Facilitator: "I can see this topic is upsetting. That's natural and shows we're touching on something important."
  • Co-facilitator (quietly, to the person): "Are you okay? Is there anything I can do?"

Don't do this

  • Don't say "don't cry" or "there's no reason to"
  • Don't make this an event for the whole group
  • Don't ignore it

If a participant wants to leave, the co-facilitator leaves with them. No pressure in either direction.

A participant says "this doesn't apply to me"

What to do: don't confront them. Shift the focus.

You can say

  • "You're right, maybe you don't need this. But maybe your neighbour does. After today's session, you'll know how to give them some advice."
  • "Have you ever received a strange phone call or text message?"

Don't do this

Don't say "but it does apply to you, statistics show..." This puts you in the position of someone who knows better.

The participant doesn't trust the facilitator

What to do: don't take it personally. Be patient. Answer honestly.

You can say

"You have every right to ask. I'm not an IT specialist or a police officer. I'm someone who works with people and wants to help. But I've brought specific information that might be useful."

A person who starts out sceptical often ends up being the most engaged participant. Scepticism is a sign of critical thinking.

Full methodology

This was Chapter 10. The full methodology covers 19 chapters. Released under a Creative Commons CC BY-SA 4.0 licence.

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