Selected business procedures
At Przystań, one employee handles reception and forwards invoices for payment. They need procedures for an aggressive visitor and a suspicious change to a supplier’s bank details.
Key findingStaff may end an unsafe conversation or pause a suspicious instruction for verification. Time pressure does not replace confirmation.
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Set a boundary and keep a way to leave.
The receptionist calmly explains that the conversation cannot continue with threats or attempts to force entry. They keep a route away, do not block the visitor with their body and do not try to detain them. Immediate danger requires a call to 112.
The receptionist responds immediately. The shift manager and a named deputy provide agreed support during reception hours.
During the review, we check that staff can leave safely and call for help. There are no surprise attack simulations.
Verify new bank details independently.
A message from a regular supplier contains new bank details. The employee pauses the change before it is used for payment. They verify it with an authorised person at the supplier using a previously verified contact, not a number in the message. Knowledge of earlier correspondence is not enough.
The invoice handler records how the change was checked and the result. An authorised person approves the payment. If confirmation is unavailable, the matter goes to the owner.
During the briefing, staff work through a fictional message without making a payment. Everyone can identify an independent contact and the person authorised to approve the change.
The remaining plan arrangements identify who grants and removes staff email access and where suspicious messages are reported. If an incorrect transfer has already been made, an authorised person contacts the bank immediately through its official channel.