What to do when users dispute the results
When users dispute phishing alerts, respond with calm, neutral language to build trust and avoid blame. Assume good intent, focus on patterns over isolated incidents, and use insights to guide training and improve security awareness.
“I did not click that link – I’m absolutely sure!”
Let it be said that systems (often third-party anti-spam solutions) can interact with emails so that it looks like the end user has clicked or even submitted data. But in most cases the user has forgotten that they did so or are not ready to admit to doing so. Handling this interaction is a critical part of the job and a situation where trust can be lost or gained.
Handling disagreements constructively is key to building a positive security culture rather than fostering defensiveness or mistrust. Here’s a framework you can use to approach these situations thoughtfully over time:
“We noticed an alert was triggered for your account during our recent phishing simulation. I wanted to follow up and understand your experience — sometimes these things can be confusing or accidental.”
This gives them space to share without feeling blamed.
Use that insight to tailor training or outreach for that user or group.
Let it be said that systems (often third-party anti-spam solutions) can interact with emails so that it looks like the end user has clicked or even submitted data. But in most cases the user has forgotten that they did so or are not ready to admit to doing so. Handling this interaction is a critical part of the job and a situation where trust can be lost or gained.
Handling disagreements constructively is key to building a positive security culture rather than fostering defensiveness or mistrust. Here’s a framework you can use to approach these situations thoughtfully over time:
Stay Consistent, Calm, and Kind
Keep your tone friendly and avoid a “gotcha” mentality. The goal is to build resilience and trust — not fear. The way you respond sets the tone for how the rest of the organization views security.Assume Good Intent, Stay Neutral
Start from a place of trust and curiosity, not accusation. Instead of saying, "You clicked the link," you might say:“We noticed an alert was triggered for your account during our recent phishing simulation. I wanted to follow up and understand your experience — sometimes these things can be confusing or accidental.”
This gives them space to share without feeling blamed.
Track Patterns, Not Just Incidents
Over time, look for behavioral patterns rather than treating each dispute as an isolated incident. If someone frequently disagrees but the logs consistently show otherwise, it could signal a misunderstanding of how phishing works — or discomfort admitting a mistake.Use that insight to tailor training or outreach for that user or group.