What Employees Should Do When They Suspect Phishing

Why Phishing Awareness Matters for Every Organization

Phishing remains the single most common way attackers gain a foothold in business networks. Even with strong technical defenses, a single employee clicking a suspicious link can put client data, business operations, and your organization’s reputation at risk. For business leaders, building security awareness is not just a compliance checkbox. It is a practical investment in resilience, especially for small and midsize organizations, where the impact of a breach can be severe and recovery resources are limited.

When employees suspect phishing, their response can mean the difference between a minor incident and a costly crisis. This article outlines what your teams should do when they suspect phishing, practical ways to reinforce best practices, and how to respond as an organization. The guidance here is designed for business decision-makers who want to reduce risk, support their teams, and build a culture of security without unnecessary complexity.

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What Is Phishing and Why Is It Still So Effective?

Phishing attacks use email, text, or messaging platforms to trick users into revealing sensitive information or installing malware. Attackers often pose as vendors, colleagues, or even executives to bypass technical controls and exploit trust.

Phishing remains effective because:

• Attackers tailor messages using details from social media or public sources, making them appear credible and relevant.
• Messages can look convincingly similar to legitimate business communications, often copying logos, signatures, and formatting.
• Attackers exploit urgent requests, such as wire transfers, document reviews, or password resets, to trigger quick, uncritical action.
• Technical controls like spam filters and email gateways cannot block every attempt, especially when attackers use new domains or compromised accounts.

The reality is that no security technology is perfect. That is why employee cybersecurity awareness and prompt action are essential components of any organization’s defense.

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The Employee’s Checklist: What to Do When You Suspect Phishing

When any employee suspects phishing, the right steps help protect the organization and prevent further harm. Here is a practical checklist for front-line staff and managers:

1. Stop and Assess

• Do not click any links or open attachments, even if the message appears urgent or from a known contact.
• Do not reply to the suspicious message, as this can confirm your email is active or escalate the attack.
• Do not forward the message to other users, which can spread risk or confusion.

2. Gather Basic Information

• Note the sender’s address and any obvious misspellings, inconsistencies, or unusual domains.
• Take a screenshot if possible, especially if the message threatens to self-delete or looks like it may be removed automatically.
• Record when and how the message was received (email, SMS, chat, collaboration tool).

3. Report Immediately

• Use your organization’s official reporting process. This may be:

  • The “Report Phish” or “Report Suspicious” button in your email client (such as Outlook or Gmail).
  • Submitting a ticket to IT or your managed service provider.
  • Notifying your security, compliance, or risk management contact directly.

  If you are unsure how to report, ask your supervisor or IT team for guidance. Quick reporting is always better than hesitating.

4. Follow Guidance

• Wait for direction from IT or security before deleting the message. They may need the original email to investigate.
• If you accidentally clicked a link, opened an attachment, or entered credentials, report this explicitly and immediately. Immediate disclosure helps limit damage and speeds response.
• If instructed, change passwords, disconnect your device from the network, or take other containment steps.

5. Share Lessons Learned

• Participate in any follow-up reviews or training sessions.
• Encourage a culture of open reporting, not blame, to strengthen the organization’s overall security posture.

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Why “Quick Reporting” Is Critical

The sooner a suspected phishing attempt is reported, the faster security teams can:

• Block malicious senders and update email filters to prevent further delivery.
• Check if others received similar messages and alert them proactively.
• Lock down accounts or reset passwords before attackers can act on stolen credentials.
• Review logs for suspicious activity and begin containment if needed.

Delayed reporting often leads to greater impact and more complex response efforts. Attackers move quickly, and even a few hours’ delay can make a significant difference in the scope of a breach.

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Common Scenarios: What Does “Suspect Phishing” Look Like?

Phishing is not always obvious. Employees should be empowered to flag anything unusual, even if they are not certain it is malicious. Here are real-world examples employees should flag:

Encourage employees to trust their instincts. If something feels off, it is always safer to report and verify.

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Organizational Responsibilities: What Business Leaders Should Do

Set Clear Reporting Policies

Every employee needs a simple, well-communicated way to report suspicious emails or messages. This is especially important for hybrid client-facing teams, where staff may work across multiple devices and locations. Learn about supporting technology for hybrid teams.

Implementation Details:

• Publish reporting instructions in onboarding materials, employee handbooks, and internal portals.
• Add reporting buttons to email clients and collaboration tools wherever possible.
• Make sure escalation paths are documented and accessible, including after-hours contacts.

Reinforce Security Awareness

• Provide regular, realistic phishing awareness training using real-world examples from your industry.
• Use tabletop exercises to rehearse incident response, so teams know their roles and can act quickly under pressure. See how to run a tabletop exercise before an emergency.
• Share examples of real or simulated phishing attempts in internal communications to keep awareness high.

Respond Without Blame

A “blame-free” culture encourages employees to report quickly, even if they clicked a suspicious link or made a mistake. Read how to reinforce safer behavior without blame.

Implementation Details:

• Publicly recognize employees who report phishing attempts, regardless of outcome.
• Avoid punitive language in security training and post-incident reviews.
• Make it clear that honest mistakes are learning opportunities, not grounds for discipline.

Maintain an Incident Response Plan

• Make sure your incident response call tree is up to date and includes all relevant roles. See who should be on an incident response call tree.
• Test response workflows regularly, including after-hours and remote scenarios.
• Document lessons learned after each incident and update procedures accordingly.

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Side-By-Side: Employee vs. IT Response to Suspected Phishing

Implementation Details:

• IT should provide clear, step-by-step instructions for end users, especially during an active incident.
• Employees should be trained to expect follow-up questions and understand why quick, honest answers matter.

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Practical Barriers and Solutions

Barrier: Employees Unsure What to Report

Solution: Provide visual examples of phishing and non-phishing messages during onboarding and regular refreshers. Use screenshots of real (anonymized) attempts, and highlight what makes them suspicious.

Barrier: Reporting Feels Punitive

Solution: Leadership should clearly state that reporting, even after a mistake, is valued and will not be punished. Incorporate this message into all-hands meetings, training, and internal communications.

Barrier: Hybrid/Remote Team Complexity

Solution: Ensure reporting tools are accessible on all major platforms and devices. Document clear escalation paths for offsite staff, and test reporting from personal devices, not just office computers.

Barrier: Overloaded IT Teams

Solution: Automate initial triage where possible (for example, with email quarantine tools or ticket routing). Consider partnering with a managed IT provider for scalable support, especially during high-volume attack periods.

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Building a Security Awareness Program That Works

For business security to be effective, security awareness must be practical and repeatable. Here are key elements:

Leadership Commitment

• Leadership should model good security habits and reinforce the importance of reporting. For example, executives can share stories of phishing attempts they have received and how they responded.
• Regularly communicate the business value of employee cybersecurity, linking it to client trust and business continuity.

Policies and Playbooks

• Maintain up-to-date, accessible policies on acceptable use, data handling, and incident reporting. Make sure these documents are easy to find and understand.
• Run regular drills to keep skills sharp. Tabletop exercises should include scenarios for both technical and non-technical staff.

Technology and Process Alignment

• Ensure reporting tools integrate with existing workflows, such as ticketing systems or collaboration platforms.
• Use endpoint management solutions to monitor for out-of-policy devices and risky behavior. Read about endpoint management signals.

Feedback and Continuous Improvement

• After each incident or drill, review what worked and what could be improved. Document findings and share them with relevant teams.
• Solicit input from users on barriers to reporting, unclear policies, or training gaps. Anonymous surveys can be useful for honest feedback.

Implementation Details:

• Schedule quarterly reviews of your security awareness program.
• Track metrics such as phishing simulation click rates, time to report, and participation in training.
• Adjust training content based on real incidents and evolving threat trends.

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What If a Phishing Attempt Succeeds?

Even with robust security awareness, some phishing attempts will slip through. When an employee reports that they clicked a link, opened an attachment, or entered credentials, immediate action is needed:

• Isolate affected devices from the network if possible to prevent malware spread or data exfiltration.
• Reset passwords for affected accounts, and consider forced password resets for all users if credentials were stolen.
• Notify affected parties and regulators as required by law or contract. Timely disclosure can reduce legal and reputational risk.
• Investigate for lateral movement or unauthorized data access. Review logs and monitor for suspicious activity.
• Document the incident for lessons learned, and update your response plan as needed.

A rapid, calm, and coordinated response can contain the impact and demonstrate accountability to clients, regulators, and stakeholders.

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Integrating Phishing Awareness with Broader Security

Phishing is only one attack vector. Effective business security also requires:

• Governing access to sensitive client systems (learn how here)
• Aligning IT projects with business objectives (see this executive guide)
• Ensuring resilience and business continuity (practical guide here)

Security awareness is most effective when it is part of a holistic risk management program that addresses people, process, and technology.

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Action Steps for Business Leaders

1. Review and update your organization’s phishing and incident response policies. Ensure they are accessible and understood by all staff.
2. Test your reporting mechanisms, can every employee access them across devices and platforms? Are after-hours and remote scenarios covered?
3. Schedule a tabletop exercise to rehearse your team’s response to a real-world phishing scenario.
4. Assess your security awareness training for frequency, realism, and engagement. Are you using current examples and interactive formats?
5. Encourage a culture of open reporting without fear of blame or reprisal. Make it clear that security is a shared responsibility.

For a practical, executive-level review of your security awareness and incident response readiness, book a Pinnacle consultation.

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Further Reading:

• Review Pinnacle services
• Explore more Insights

Security awareness is not just about technology. It is about people, process, and culture, working together to reduce risk and protect your business every day.