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Chapter 4 - Using The Right Language And Signposting Customers

Language Changes

The way we communicate with victims matters, the words we choose can greatly influence how supported, understood, and empowered they feel. Find out more about the language we should stop and start using by clicking on the cards below.

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Fell for it

‘Fell for it’ suggests the scam was easily avoidable and puts blame on victims


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Duped/Tricked

‘Duped/Tricked’ makes it sound like a victim could have easily avoided the scam. Does not put blame on the criminal at all


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Lost Money

Saying 'lost money' implies that the financial detriment was the victim's fault, and does not put any blame on the criminal


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Too Good to be True

The phrase 'too good to be true’ implies the victim was greedy for wanting something unrealistic, but the blame needs to go onto the criminal who socially engineered the victim

Become a Victim of

Using ‘become a victim of’ shows that the victim was coerced into giving away money or personal information to dishonest people


Manipulated

‘Manipulated’ shows that the victim was influenced to do what the criminal wants by controlling information or emotions


Had Money Stolen/Stole Money

Always use 'had money stolen/stole money' when talking about financial detriment, as it places the blame on the criminal, not the victim


Added Pressure and Urgency

This is a tactic used to cause a feeling of panic and urgency in a victim's mind, manipulating them into acts of impulse.


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