Banking on Fraudology Words Matter: Changing How We Talk About Victims of Fraud with Kathy Stokes
In this powerful episode of Banking on Fraudology, Hailey Windham sits down with Kathy Stokes, Director of Fraud Prevention Programs at AARP, a nationally recognized leader in consumer protection and elder fraud prevention.
The conversation dives deep into Stokes's foundational statement: "We need to talk about victims in order to talk about the fraud as a crime". They explore why language is the single most critical tool in the fight against financial crime and how the words we choose can either help or harm.
Key Takeaways:
- Calling it a Crime: Stokes explains that financial fraud must be viewed as a crime, not as a mistake by the person who experienced it, which helps shift the blame from the victim to the transnational criminal enterprises that are often responsible.
- The Problem with Avoiding "Victim": While a person who experienced the crime should be allowed to lead the conversation one-on-one, in the third person, the term "victim" should be used to help people understand the severity of the crime.
- The Power of Empathy: They discuss the psychological impact of being deceived, and why approaching a person with context and empathy (rather than immediately saying "you've been scammed") is crucial to prevent them from shutting down.
- Changing the Language: Stokes shares two terms she wishes the industry would eliminate: "fraudster," because it sounds "kind of cute" and gets the perpetrator "off the hook," and "victim assisted," which inaccurately implies the victim aided the crime rather than being coerced or manipulated.
- A Call to Action for Fraud Teams: Kathy Stokes stresses that the first reaction to someone who has experienced fraud should be: "My God, I'm so sorry this happened to you. It's not your fault. Come on, let's talk about it. Let's report it".
- Hope for the Future: Hear about AARP's groundbreaking work, including the Words Matter campaign and their effort to change the narrative surrounding fraud through advocacy, education, and partnerships.
This is a must-listen for investigators, executives, and anyone working in the financial crimes space who is serious about strengthening prevention efforts and supporting those impacted by fraud.
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Connect with Kathy on LinkedIn
Links:
AARP Words Matter Campaign: aarp.org/wordsmatter