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Publication from the International Association of Interviewers | 2017 ISSUE 3 | © 2017 International Association of Interviewers | certifiedinterviewer.com
Edition
PHONE INTERVIEWS: WHY I SWEAR BY THEM by Stefanie Hoover, CFI
RATIONALIZATION OF THE QUARTER
CFINSIDER SPOTLIGHT: Stefanie Hoover, CFI and Cary Jones, CFI
USING THE CFI by Jerry Larsen, CFI, CPA, CFE, CRT
USING THE MEDIA TO SHARPEN YOUR INTERVIEWING SKILLS by Marty Andrews, CFI
INCORPORATING NEGOTIATION TECHNIQUES IN YOUR INTERVIEWS AND INTERROGATIONS by Lewis McFarland, CFI
INTERVIEWERS OR FACILITATORS by Adam Smith, CFI
HOW TO INTERVIEW AN ORC SUSPECT WEBINAR FOLLOW UP by Chris DeSantis, CFI and Jerry Biggs
FEMALE AND MALE TEAM INTERVIEWING CONCEPTS by Thomas McGreal, CFI and Joanne Ryan, CFI
LEGAL ASPECTS by David Zulawski, CFI, CFE
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TABLE OF CONTENTS
Best of the 50 ISSUES
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As I write this the United States is recovering from the second major hurricane in the last several weeks. First, Texas with hurricane Harvey and this past week with hurricane Irma impacting the, Caribbean, Florida, and moving north into bordering states. First responders and business operators have been stretched to their very limits to protect property and the communities. Especially with hurricane Harvey’s lack of movement and torrential rains over several days, the coastline and Houston area was inundated with massive flooding. Meanwhile, Florida was dead center in the path of the storm, which covered almost the entire state north to south before heading further into Georgia and Tennessee.
The massive power outages are still in the process of being repaired while Texas still faces flooded areas as the government releases dammed water, which threatens to overflow retention basins. This decision caused even more flooding in areas not already hard-hit.
As these events unfolded, it’s amazing the number of people that we actually know who were in the middle of the events struggling to keep their homes and businesses afloat. As aid finally reached those affected, stories of organizations’ and individuals’ personal sacrifices to help those in need started to be reported. Companies poured food, water, and generators into the area to help while individuals raised money and gave what they could to support those affected. The recovery is going to take time and massive amounts of money to bring some semblance of order back into people’s lives.
If you can do anything to support those in need, it would be appreciated. Personally, I have chosen to donate to the Red Cross Disaster Relief to assist. I encourage you to give what you can, even if it is just a wave and smile to our local responders who are there for us in times of crisis.
Which brings me to the point of this CFInsider Issue. This is our 50th issue of the CFInsider. An amazing milestone for any publication. The Editors, Wayne Hoover, Dana Sadowsky and I would like to give a wave and a smile to all of you that have helped us achieve this 50th issue. Without each and everyone one of you the CFI designation and the IAI association would not have become as meaningful as it has. Thank you so much for your support. Enjoy reading some of the “best of” from the last 50 issues and keep providing us the content to go towards our next 50!
David E. Zulawski, CFI, CFE Chairman
IAI ADVISORY COMMITTEEJames Ballard, CFI, Elkhart Police Department [email protected]
Don Berecz, CPA, CFE, CFI Georgia Southern University [email protected]
Ray Cotton, CFI, Capital One [email protected]
Craig Cronheim, CFI, CarMax [email protected]
Joe Davis, CFI, Walmart [email protected]
Dan Doyle, CFI, Bealls Inc. [email protected]
Wayne Hoover, CFI, WZ [email protected]
Cary Jones, CFI, HVHC, INC. [email protected]
David Lund, CFI, Dick’s Sporting Goods [email protected]
Rick Manning, CFI, FBI (Ret.) [email protected]
Debbie Maples, CFI, Gap, Inc. [email protected]
Mike Marquis, CFI, TJX [email protected]
Dr. David Matsumoto, Humintell [email protected]
Steven May, CFI, LP Innovations [email protected]
Chris McDonald, Compass Group [email protected]
John Millner, CFI, Illinois State Senator (Ret.) [email protected]
Melissa Mitchell, CFI Lifeway Christian Stores [email protected]
Walter Palmer, CFI, PCG Solutions [email protected]
Kathleen Smith, CFI, Safeway Inc. [email protected]
Shane Sturman, CFI, WZ [email protected]
Mark Sullivan, CFI, GT [email protected]
Alan Tague, CFI, Gander Mountain [email protected]
Douglas Wicklander, CFI, WZ [email protected]
David Zulawski, CFI, WZ [email protected]
LETTER FROM THE CHAIRMAN
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It’s a typical Sunday at my house. Dog barking. Four-year old asking for snacks, asking to play a game, asking to go to the neighbors, asking to go to Chuck E. Cheese’s asking, asking, asking… what else do four-year olds do? Six-month old eating, crying, pooping. Sixteen-year old plotting something. Thirteen year old in self-imposed seclusion in his room. Husband napping with a newspaper on his lap and hat over his eyes (maybe I won’t notice). Meanwhile, I’m trying to clean up the tornado aftermath that is my home.
My cell phone rings. Great. It can’t be good if I’m getting called on Sunday. Just the usual: a dishonest associate in Iowa (yes, people do steal in Iowa). The associate was caught red-handed and is sitting in the Manager’s office waiting for the other shoe to drop. She’s short term, part-time, and has limited access.
Thank God for phone interviews!
Changes in business have not left Loss Prevention untouched. We cannot afford to allow a thief to do damage over a long period and turnover is too high to expect that part-timer will still be around in two weeks when we get to the store. Our departments are being streamlined, leaving us with larger territories to cover and stretched thinner than ever. We have to react sooner but with just as much thoroughness as in the past.
For the majority of my career, I have managed far flung regions and districts, some without a major airport. The only solution: interview the suspect remotely.
I have utilized phone interviews for ten years with a modicum of success. Originally trained in the Wicklander-Zulawski method, I was trained on the job in conducting phone interviews. I began using phone interviews with some trepidation: What if the suspect hangs up on me? How will I read his behavior? How will the statement be written? With time, I began to realize that my fears were unfounded and that I actually, at times, preferred the phone interview method.
Here are my top ten reasons for using a phone interview:
1. Cost. Compare the cost of my free cell minutes to the cost of an airline ticket, hotel, food, etc.
2. Speed. I can react quickly to an issue.
3. Anonymity. Yes, sometimes there is a benefit to being that faceless voice on the phone. Suspects will unload their deepest darkest secrets to someone they don’t know and can’t see. Think: priest in a confessional or a phone sex operator.
4. Family time. If I traveled non-stop to every dishonest associate in every city, I’d never get to see my lovely aforementioned brood.
5. Implied knowledge. The suspect may believe that you have more knowledge than you actually do about the theft because he can’t read your behavior.
6. Minimization. The suspect may be more willing to buy into the idea that his crime was no big deal since you are calling on the phone (where in the world would he get that idea?).
7. Versatility. On the phone I could be old, young, intimidating, friendly, whatever the suspect needs to feel compelled to talk. In person, he may have been more inclined to stereotype due to looks. This is another issue you have to deal with in face-to-face interviews.
8. Pajama factor. I can do a phone interview in my PJs, with a cup of coffee, notes spread out on the couch, and Bears slippers kicked up on the coffee table.
9. Liability. Should one of my cases ever go to court, knock on wood, it hasn’t happened yet, I will have an easier time defending myself against false imprisonment. Can’t they hang up on me at anytime? And as for coercion, how could I make a physical threat from 700 miles away?
PHONE INTERVIEWS: WHY I SWEAR BY THEM
by Stefanie Hoover, CFI | Originally published in the March 2006 issue
10. Personal connection. I am the voice in their head during an interview. At times, I can make a quicker connection and build rapport due to this.
Of course, phone interviews aren’t always the solution. I don’t recommend them for mysterious cash loss, long term associates, complex cases with multiple players, or upper level management. They also have some severe limitations for reading behavior. The interviewer needs to become an adept listener and at reading silence as well. Over the phone, silence can mean submission or it can mean the suspect walked out on you. By the way, I’ve only had one person hang up on me in ten years. Possibly the most difficult aspect of conducting a phone interview is getting the statement. I rely on my witness to ensure the statement is written appropriately. Two more tips: be choosy about your witness and don’t let the witness and suspect put the call on speakerphone. Your witness plays a key role in assisting you with this
process so make sure they fully understand their job. The speakerphone on the suspect’s end takes away the advantage of one on one intimate conversation. I’ve heard from several suspects that they completely forgot that there was a witness in the room during the interview. Just like face-to-face interviews, phone interviews take practice. With time, investigators can add this weapon to their arsenal and increase efficiency, productivity and have more time with the screaming kids and napping spouse. Hmm, well maybe I’ll rethink the whole phone interview thing. ▪
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“ Just like face-to-face interviews, phone interviews take practice.
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State It: At some point in our lives, we may experience an unexpected event that disrupts our life in a major way. These times aren’t easy for a person to handle. Sometimes when good people have trouble dealing with traumatic events in their life, they find themselves doing things they would never have done before.
Story It: I was recently speaking with an employee whose wife was about 8 months pregnant. He was really excited about being a father and adding to his family. Shortly after the child was born, this employee started coming in late and calling in sick. His manager was understanding at first and chalked it up to him to having new responsibilities that he was still adapting to. However, 6 months later, the employee’s behavior did not improve. In fact, it started getting worse. One day, the company received a phone call from a client stating that they had never received the gift card in the mail that was supposed to be mailed to them. When we began researching the missing gift card, it was discovered that the employee had sent the gift card to his home instead of sending it to the client.
When I sat down and spoke to the employee about the gift card, he explained that after the birth of his daughter, his wife had fallen into a deep state of post-partum depression that was getting worse. He was doing everything he could think of to help her which was causing him to be absent from work, but it just didn’t seem to be helping and he felt completely helpless. In desperation, he sent the gift card to his own home, knowing that the arrival of the gift card would make his wife happy, at least for a moment, and reduce his own stress in life.
Moral It: Because this employee was such a devoted husband and father, he was trying to do whatever he could to help his wife through a very difficult time and put a smile on her face. He was put into a situation that was beyond his control, and although it wasn’t the right thing to do, it showed that he was still a good person.
Link It: That is why at the end of an investigation, I sit down with employees and to really listen to the reasons why something happened. It is really important to the company to understand why something happened before any decisions are made.
RATIONALIZATION: TAKING THINGS TO CARE FOR A SPOUSE
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This Spotlight Edition of the CFInsider does not only spotlight one CFI professional but two. The two individuals in this edition have been involved with intricate parts of the development, publication, and movement of the CFInsider. This CFInsider edition spotlights Stefanie Hoover, CFI, of CONTROLTEK and Cary Jones, CFI, of Visionworks. Both Stefanie and Cary have been involved with the CFInsider from inception and this being the 50th Edition you can now read about the people behind the pages.
When Stefanie started her career in loss prevention it was not unlike many others beginning the journey as a store detective working through college. Upon attending her first W-Z training seminar she knew that this was something she wanted to pursue long term. In her current role, Stefanie is still privileged to interact with old colleagues, just from the security solution side of the industry. She continues to show passion towards the CFI designation by dedicating her time and efforts as a board member of the IAI Midwest Chapter that started this month.
When Cary conducted his first interview it was over 25 years ago. He had received some one on one instruction, but hadn’t received any formal training or witnessed a live interview up to that point. After conducting the interview Cary overheard his training supervisor calling their Regional Director, with Cary hearing the training supervisor say “yes, they admitted. No, he is not very good. Well, he is persistent.” That persistency along with his desire to learn has put Cary where he is today; Vice President of Administrative Services and Loss Prevention of Visionworks, and an IAI Advisory Committee Member.
How did you begin your participation with being an editor for the CFInsider?
Jones: It started because of the CFI prep material. A lot of great people, who were much smarter than me, had put together the CFI prep materials in a very short time frame. I was going through the trial run for Wayne, and I kept finding typos and flow issues, and sending them to him. He asked me to be on the CFInsider newsletter committee, along with Joe (Nay) and Stefanie. Everyone was supplying content, but Joe, Stefanie and I were doing the editing. After three or four issues, CFIs began calling us Editors.
How does your day to day professional life influence the content of the CFInsider?
Hoover: Now working as a solution provider, I’m able to see things in a different light
CFI SPOTLIGHT: STEFANIE HOOVER, CFI AND CARY JONES, CFI
by James B. McLemore, CFI – Journal Committee
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and have enjoyed learning from and about all the different retailers out there. While I may have been raised with certain “LP philosophies,” it’s clear to me now that there are many shades on that spectrum. We try to push for different perspectives and ideas to reflect that in the CFInsider.
How does being a CFI aid you in your role as an editor of the CFInsider?
Jones: It would be a tall order to be an editor of the CFInsider and not be a CFI. Part of editing, especially when we first started out, was punctuation and flow. Now that is taken care of, it is more about content discussion and direction. I believe you have to understand what the CFIs want to be an effective editor, and there is no better way than being a CFI yourself.
What piece has stood out the most for you after 49 editions published?
Hoover: I have been impressed by every piece that has taken someone out of their comfort zone. Writing can be challenging to many people, sort of like public speaking, it can stand you up for criticism sometimes or accolades other times, so it take some guts to put yourself out there.
What is one thing you would change about the publication?
Jones: I wish there was a way for CFI’s to comment on an article for others to see, almost like a “Yelp style” review.
As Editors what has been your major contribution to the CFInsider?
Hoover/Jones: We can always be depended on for last minute, short notice editing and article submissions (Thanks Wayne!).
Where do you see the CFInsider publication going in future?
Hoover: I personally hope the readership grows along with participation. I think it will become even more of a venue for thought leadership and discussion of cutting edge advances in the art and science of interviewing.
What message would you send to the CFI community?
Jones: Thanks for bettering yourself by being a CFI or member of IAI. We hope you have appreciated the effort on the journal over the years.
In conclusion with this spotlight section along with the back and forth question and answers seasoned with a little banter there are personal sides to these two Editors that bring you top notch, up to date, and progressive material concentrated on the science of interviewing. Stefanie is a Chicago Bears season ticket holder and has been for over nineteen years, most people would not admit that, with their last Super Bowl win being in 1986 with Jim McMahon (Super Bowl Shuffle). She also loves a good joke but can’t tell one to save her life and has two English Bulldogs named Odin and Buddha. Cary is self-defined as a family man. He has six children and five grandchildren and counting. When Cary’s first grandchild came along, the parents asked what he wanted to be called. Not wanting to be called Grandpa Jones, he responded “Darth”. Since that day and numerous grandchildren later the pronunciation has evolved from Darth to Dorfie (Disclaimer: this is for his grandchildren only). ▪
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I was asked to start a fraud investigation of an employee. It became very clear on reviewing her background information with the company owners and several employees, that the vectors were all positive for a potential embezzler.
• Middle age woman bookkeeper
• No internal controls
• Had a new Lexus
• Lived in an upscale expensive home
• Divorced (twice)
• Took expensive vacations
• Been with the company 19 years
• Traveled in high society
She did not have signature rights on the checks. These were all signed by the owner, a very wealthy and elderly scientist. Because of the size of his portfolio it was not unusual for the scientist to move large amounts of money between accounts. The companies bank had alerted the assistant bookkeeper (she had only been there a short time) that a cashier check for $100,000 had been purchased with the payee being a decorator.
When the decorator was contacted, he said he was doing work on the target’s houses. When I mentioned the Lexus was probably purchased with company money, I was told that the target could easily afford the payments, and the company owners defended the target believing she would not have stolen the money for the Lexus.
After considering the facts further, company officials wanted me to go through all the financial data and see how much she had taken. The target had been injured in a car accident and had not been in the office in 3 weeks. It was at this point I asked to interview the target using
the partial list of what I believed she had stolen. Her only possible explanation was the money was a loan and the business owner really owned the three properties.Because of her injury, I elected to do the interview at her home.
What distinguished this fraud case from most was she had invested a very large part of the money in prime real estate. We realized that filing criminal charges would work against us in getting the real estate back. I interviewed her and told her we had a list of what she had taken and that I wanted her to make a list also and sign it. She wanted to see our list, which I refused to provide, saying this was how we were going to check to make sure that she wasn’t lying to us. She was aware that the IRS could investigate her for income tax fraud for the amount of just under a million dollars since none of it was reported on her income tax form. She made a list of three first class properties together with credit card bills and signed and dated a statement that she took the money without authorization. When I got back to the office, the elated company officials could not believe she signed the statement. As I was leaving (this all took place in less than 36 hours) the assistant bookkeeper was going over copies of some checks that had just come in from the bank and she said, “Oh my God. Here is a check to the Lexus dealer.” They probably won’t get back 100% of the money she stole, but it will be pretty close. Without using my skills as an interviewer this case could have taken a very different and more costly outcome. ▪
USING THE CFI by Jerry C. Larsen, CPA, CFE, CFI, CRT | Originally published in the 2007, Issue 4
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I am always looking for an edge to enhance my interviewing skills. There are numerous ways to accomplish this, but one that I enjoy is through the media. When I attended the CFI training with Wayne Hoover, CFI, from Wicklander-Zulawski he mentioned analyzing media interviews to look for signs of truth and deception. Whenever I attend a seminar or conference, I always go home with a couple of things that really stick, and this moment with Wayne was one of them. Being a huge sports fan, I am naturally drawn to athlete interviews. There are a lot of questions regarding athletes’ integrity these days and I find the sports world a great place to find interviews.
Follow this link to a recent interview conducted by ESPN with former Oakland Raiders Quarterback JaMarcus Russell. In this video, you will find Russell being asked some very difficult personal questions in regards to drug tests and his use of codeine. Russell admits to failing a drug test in the past due to codeine and to his use of codeine without a prescription. The responses to these difficult questions allow you to establish a behavioral norm and you can sense openness and honesty. When a question is asked about his recent arrest regarding codeine, where the case is still pending, things change. The interviewer asks about the most recent instance with codeine and you can notice a very subtle difference in his response. The things most noticeable are Russell’s eyes blinking quickly and he looks downwards before saying “nope, not at all.”
In looking into the case surrounding Russell even further, there is more evidence to support Russell’s response being questionable. A cup with codeine in it was found on Russell’s night stand during a raid of his home, a bottle of codeine was in his closet, and two empty codeine bottles were found in the trash. This is overwhelming evidence against Russell to say the least. The grand jury is reviewing the case and it has yet to be determined if Russell will be charged in the matter.
Media interviews allow CFI’s a great opportunity to see truthful and deceptive behavior. They can allow us to sharpen our behavioral identification skills to be
more effective when conducting our own interviews without the lights and cameras. ▪
USING THE MEDIA TO SHARPEN YOUR INTERVIEWING SKILLS
by Marty Andrews, CFI | Originally published in the 2010, Issue 3
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INCORPORATING NEGOTIATION TECHNIQUES IN YOUR INTERVIEWS AND INTERROGATIONS
by Lewis McFarland, CFI | Originally published in the 2012, Issue 1
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Are you using negotiation techniques in your Interviews? The negotiation technique is one of the most effective, yet underused strategies which help obtain the truth. Negotiating during an interview is not the same as negotiating for a great deal on a used car, but the techniques are similar. As the interviewer, you need something from your suspect, the truth, and your suspect needs something from you which is to get out of his current situation. By understanding that you both need something from each other, the interview process makes for the perfect environment for a negotiation. These negotiation techniques should accompany your prior interviewing techniques training. In conjunction, these techniques will be a powerful tool for you to obtain the truth. The techniques include building a rapport, learning intimate details, giving and getting, what the suspect wants, sense of urgency, and empowerment.
The first step in negotiating is likeability, or making your suspect feel comfortable around you. Similar to building a rapport with your suspect, it’s important to make your suspect feel comfortable with you and the interviewing process. If your suspect feels threatened or intimidated, it will be harder and less likely for you to obtain an admission. This process also includes speaking to your suspect in a soft, yet firm manner. Later in the interview process, you can increase the volume of your voice to emphasize a specific point. You can also mimic your suspect’s body language. Your suspect
may be more comfortable around you if you are exhibiting the same body language and posture he is exhibiting. Getting your suspect comfortable with you and the current situation will help you to get your interview off to a good start.
Try to learn some intimate details about your suspect’s personal life. Find out what’s important to him and if he believes in truthfulness and fairness. If your suspect has kids, ask him if he tells his kids to always tell the truth. Your suspect will have to agree with you because to disagree would be to say that the suspect tells his kids to lie. If your suspect does not have kids, then ask him if honesty is the best policy or if honesty is important to him. Again, by saying no, he is saying that honesty is not the best policy or is not important to him. Once you get your suspect to admit that telling the truth is important, this becomes a powerful negotiation tool you can use against him later in the interview process.
Negotiating is all about giving and getting. During the opening minutes of an interview, try to give your suspect something. This can be a personal story about you, fiction or non-fiction, or a material object like a drink or a snack. Your suspect may be more likely to give you an admission if you were willing to give them something early in the interview. This step is an extension of likeability. Whenever someone gives us something, we feel like we have an obligation to give something in return. The goal is to make
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opportunity for their side of the story to be heard. Use this technique cautiously, because it could also force a suspect to lie if he is not ready to tell the truth. You need to be able to read your suspect and determine if this technique will work with him. Although risky, it can force an admission from your suspect because he wants his side of the story known. This technique is most effective if the other techniques have already been implemented and the suspect feels an obligation to give you his side of the story.
Giving the suspect options allows you to stay in control, yet allows the suspect to feel like he is making his own decisions. These options can include statements like, “I would like to tell the district attorney that you were fully cooperative, but it’s your decision to tell me the truth” or “I would like to tell Human Resources that you were completely honest with me, but first you need to tell me the truth”. These statements do not imply any leniency or promises, but simply give the suspect options. During the interview, you may discover information that allows you to create a variety of options for the suspect. Listen for this type of information and formulate options as
the suspect feel like they owe you an explanation of their actions and to give you the admission you are looking for. You can refer to your gift later in the interview process to remind the suspect. You can say something as simple as, how was your soda or the snack you ate. Retail investigators will need to ensure this practice does not violate any of their company policies before attempting.
As the interview continues, you’ll need to determine, ‘what does the suspect need and how do I give it to him’? This is in stark contrast to ‘what do I want and how do I get it’? By understanding what the suspect wants, you can start to strategize options to make him feel like he is getting what he wants. In order to determine what he wants, you will need to ask questions to find out what’s important to him and what obstacles may be preventing him from telling you the truth. You may find out that he is worried about losing his job or that his family may find out about his arrest. Knowing his concerns will allow you to put his concerns to rest, allowing him to feel more comfortable with opening up to you.
Creating a sense of urgency can play an important role in your interview. When creating a sense of urgency, inform the suspect that you only have a limited amount of time to resolve the issue at hand and that this will be their only
you go. By allowing the suspect to believe his choices are his own, he will feel empowered and more likely to cooperate.
As the interview process approaches, the moment of truth, it’s time to cash in on all of your hard work. At this point in the interview process, your suspect should feel comfortable to open up to you, have an obligation to give you an admission, and feel empowered that he has options in this conversation. It’s now time to recall information with the suspect that was discussed earlier in the interview. During the opening minutes of your interview, you discussed what’s important to your suspect and his belief in fairness and in truth. You can now use his earlier statements to make him feel like he has a moral obligation to tell you the truth, or else he will be cheating his own moral values. You can say something like, “earlier you told me that you always tell your kids to tell the truth because lying is wrong, I agree with you, so why don’t you tell me the truth now and make your kids proud.” Using the suspects own statements will force him to agree; otherwise, he has to disagree with himself. This may initially cause an internal conflict within the suspect. If he had a plan to lie to you, it’s now in question and he has to make a decision to maintain his moral values or lie to you. If a truthful admission is not immediate, you may want to give your suspect additional options that will allow him to choose the truth.
People engage in negotiations every day, whether it’s a multi-million dollar company negotiating a business merger or a parent negotiating with their kids to brush their teeth. The negotiation techniques can be used in any environment, including the interviewing room. By incorporating negotiation techniques into your arsenal of interviewing knowledge, you will have additional tools available to obtain the truth. ▪
“ As the interview continues, you’ll need to determine, ’What does the suspect need and how do I give it to him?’
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INTERVIEWERS OR FACILITATORS
by Adam Smith, CFI | Originally published in the 2014, Issue 3
Interview and interrogation may be the most unique skill that a Loss Prevention professional has. Business partners are constantly amazed at the way a Loss Prevention professional can rationalize their way to a sizeable admission. In many cases, the admission is far beyond the involvement in theft activity that anyone would have imagined. If you wanted to identify a “craft” for Loss Prevention professionals, this very well may be it.
To the observer, an interview may appear to be a battle of wit between two adversaries – the interviewer and interviewee. The two typically sit across from each other in a way that appears at-odds. Moreover, success for the Loss Prevention professional is normally measured in whether a written admission is obtained. If the subject admits, it may appear that the Loss Prevention professional has outwitted this person and is now victorious. In this example, only one side can win. However, is this actually what is happening?
Some may say that it is of no benefit for the subject to admit. I’ve said this myself. On second thought, it may be of great benefit for someone to admit to wrongdoing. Legal struggles, guilt, regret, and uncertainty are not healthy. These emotions could last for months to years. By admitting wrongdoing and forgiving one’s self through rationalization, a person can now look to the future. The concept of focusing on the future is covered in some WZ seminars, which I believe is very valuable. We all make mistakes. The philosopher Heraclitus said “A man never walks through the same river twice. He is not the same man. It is not the same river.” Put another way, we are not the mistakes from our past; we are what we do at this very moment.
Carrying a load of regret is no way to go through life. This regret will likely manifest itself as anxiety, which has been proven to cause mental health issues. While mistakes can be troubling, the past does not deserve the attention of the present moment. The moth cannot distinguish its mating call from the flame of fire, a mistake that will result in a fiery death. What a horrific reality! However, the moth does not concern itself with things it cannot control. Neither should a dishonest employee concern themselves with regret of things that have already happened.
Guiding someone to admission through rationalization could be seen as tool in helping them move past whatever is occurring in their life. If we adopt this concept, Loss Prevention professionals become facilitators in the process of releasing regret, working to become a better person, and making things “right” where they can. We may sit across from a dishonest employee, but we are actually assisting them through what will be a lifechanging experience. Anyone can simply present evidence and send an employee to jail. Only a skilled interviewer can assist someone that has made a mistake to recognize the mistake, forgive themselves, and look to the future. ▪
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1) Have any other big box stores worked with smaller retailers like c-stores. I know most boosters work together and target multiple retailers.
Jerry: We have and do work with smaller retailers in various areas of the country.
Chris: We have not worked with C-stores; majority of cases involved retailers in the same vertical, specifically those that sell apparel such as Pennies and Gap.
2) What technology is being used to investigate ORC suspects?
Jerry: We utilize various social media and online auction sites to gain information on individuals and/or businesses suspected of engaging in ORC. We also use a data service called “TLO”, to dig deeper into the background of an individual or business. We also use varies types of surveillance cameras and vehicles equipped to conduct covert operations. We utilize GPS devises to track stolen product and provide these devices to law enforcement for vehicle tracking when needed. Our Security Operations Center (SOC) will sometimes assist us when utilizing GPS devices to track stolen product or remotely monitor a particular locations CCTV equipment, live while we’re running an operation.
Chris: We also utilize SM and online auction sites to monitor activity and gain Intel. Macys also uses TLO for investigative due diligence. We utilize specialized equipment such as mobile cameras to support off-site surveillances of boosters and fencing operations.
3) How do you handle the suspect trying to make a deal?
Jerry: In most cases, our suspects are criminally charged therefore any agreement you would offer a subject would have to be administered by the charging district attorney. If the subject has not been criminally charged we would likely offer him/her exoneration from past thefts, providing the information was factual and worthy. These are typically verbal agreements between the investigator and the subject. The private sector should be careful when working a confidential informant independently. There can be some level of responsibility they are assuming for the safety of their CI if not watchful.
Chris: We remind them that any cooperation is not in exchange for release. They know up front that they are being prosecuted regardless. ▪
“HOW TO INTERVIEW AN ORC SUSPECT”
WEBINAR FOLLOW-UP QUESTIONSby Chris DeSantis, CFI (Macy’s) and Jerry Biggs (Walgreens)
Originally published in the 2016, Issue 1
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In the past, men and women have been viewed in traditional roles. Currently, these roles are becoming more blended, especially in our field. Both men and women may fail to build the necessary rapport for a successful interview. Either sex may appear unconfident, unorganized, unkempt, uninterested, and disrespectful. Both men and women may be able to develop an immediate rapport, be perceived as confident, extremely organized, respectful, non-confrontational, and very approachable. Depending upon their interview styles, either men or women may have the same positives and/or negatives. Proper non-confrontational interview styles, by either sex, may convince the most difficult subjects to agree to an interview.
Some subjects of interviews are less progressive in their views of men and women. Problems arise when persons interviewed have developed perceptions of others that are difficult to control by the interviewer. Women, because of past social roles, may project nurturing and understanding better than men. Men may speak with women, even against their own self- interest, because of social upbringing that encouraged the protection and respect for women. Some women are viewed as less confrontational and soften the view, by the person interviewed, of the legal consequences resulting from the conversation. Conversely, men may distrust and dislike women because of their own past experience(s) with the opposite sex. Other perceptions of men and women are cultural, giving members of one sex dominance over members of the opposite sex. To members of these cultures, women may appear weak and men may appear strong.
A man and woman, working as a team, may be able to capitalize on the benefits and lessen the negatives of perceptions that cannot be controlled by the interviewer. To be successful, the team must first project a chemistry that suggests confidence, trust, and understanding between themselves. Egos must be put aside and each member of the team must understand his/her role in the interview. This role may change at a moment’s
notice, and the transition of assignments must be smooth and nearly unnoticeable. If done properly, the subject of the interview may not be consciously aware of what has occurred. A secondary message of respect, competency, and likability towards the interviewers may also be received by the person interviewed, even if on a subconscious level.
The investigators’ goal is to obtain a truthful summary of facts. Even if the person is deceptive, the investigators may lock the subject into an untruthful statement that can be impeached later, if changed. Neither truth nor deception will be documented unless the person decides to speak with the investigators. To accomplish this task, the man and woman team must project that they like and respect each other and also develop a rapport with the person interviewed. All three persons must feel that they are members of the same team. Egos must be put aside. Prior to meeting the person to be interviewed, the man and woman team must decide who is better suited to initially lead and conduct the interview. This decision may be based on knowledge of the investigation, past experiences with the person to be interviewed, character traits of the subject of interview, or a gut feeling of whom would be better suited to begin the interview. No matter who is chosen to initiate the conversation, the interview is only conducted by one person.
During the interview, if rapport is broken with the initial interviewer a transition must occur. Both members of the interview team must be perceptive and immediately aware of this break in communication. A change of mood may be observed when the person interviewed begins directing his/her responses to the team member chosen for the secondary role. If this occurs, an immediate transition must occur. Now the note-taker becomes the person conducting the interview, and the previous note-taker becomes the interviewer. If both members of the team have their egos in check and believe in the goal of the interview, this transition will be seamless and natural. The person interviewed may even have an
FEMALE AND MALE TEAM INTERVIEWING CONCEPTS
by Thomas McGreal, CFI and Joanne Ryan, CFI Originally published in the 2016, Issue 2
17
“ As the interview is nearing completion the team member conducting the intervew should ask the note-taker if he/she has any questions to ask the person interviewed
unconscious feeling of respect for the team members who are treating each other with respect, and not talking over one another. An exception to this rule may occur when the person interviewed directs questions to the team member in the secondary role to avoid directly answering questions by the team member conducting the interview. The transition may still occur, but the secondary team member, now conducting the interview, should remain nonconfrontational but continue with the attempt to get the subject to respond he the initial question.
As the interview is nearing completion the team member conducting the interview should ask the note-taker if he/she has any questions to ask the person interviewed. This is an opportunity to touch upon information that may have been missed by the person conducting the interview. Even at this stage, team members should continue to maintain rapport with the person interviewed. Small talk not related to the issue at hand is acceptable.
The trust and rapport already established should not be broken. Future interviews and cooperation may be needed.
After leaving the location of interview, team members should debrief, discussing what went well with the interview, what mistakes were made, and what can be done to improve the next conversation. Team members should be aware that no two interviews are alike and constantly striving to improve their communication skills.
Two men and two women may also conduct competent and successful interviews. Problems arise when persons interviewed have perceptions of the opposite sex that cannot be changed through competency or rapport building. It is in these cases that a male/female team may capitalize on these perceptions. It is in these cases that the team member with the more positive perception may continue gathering information and building upon
the rapport already gained.
Both men and women have been proven to be successful and competent interviewers. Members of each sex are known to succeed when others of the same sex fail. Those who succeed have also been known to fail in certain settings, due to uncontrollable circumstances and perceptions. Encouraging male and female teams may alleviate some of the problems occurring as a result of negative perceptions of either sex. Even if these teams are formed, to be successful, the team must project a chemistry that suggests confidence, trust, and understanding between themselves.
Thomas McGreal is a Certified Forensic Interviewer, employed by Wicklander-Zulawski & Associates as a Speaker/Consultant. Thomas was previously employed by the Cook County State’s Attorney’s Office as an investigator, assigned to the Post Conviction Unit. Thomas was also employed by the Chicago Police Department, assigned to the Detective Division.
Joanne Ryan is a Certified Forensic Interviewer, employed by the Cook County State’s Attorney’s Office as an investigator. Joanne is currently assigned to the Human Trafficking Unit. Joanne is detailed to the Federal Bureau of Investigation, Crimes Against Children’s Task Force. Joanne Ryan was previously employed as an investigator in the Cook County Adult Probation Department.
This article is based on Tom and Joanne’s own professional experiences, as partners, conducting successful interviews. ▪
Thomas F. McGreal, [email protected]
Joanne Ryan, [email protected]
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LEGAL UPDATES
LEGAL ASPECTS: by David Zulawski, CFE, CFI
Here we go again! NLRB v. Weingarten, Inc., 420. S. 251 (1975)
In 1975, the United States Supreme Court extended rights to union employees to have a representative present during investigatory interviews which could result in discipline. Over the following four decades the NLRB has changed its position four times on whether or not the Weingarten decision applies to nonunion workers.
The United States Supreme Court in the Weingarten decision determined that an employer was in violation of the National Labor Relations Act when the employer denied a unionized employee’s request to have a representation at investigatory interview. The court held that the presence of a union representative “safeguard not only the particular employees interest, but also interest of the entire bargaining unit.”
In 1982, the NLRB in Materials Research Corp., 262 NLRB 1010 (1982) decision extended Weingarten rights to nonunion employees. However, the NLRB reversed course in two successive decisions Sears, Roebuck,
& Company., 274 NLRB 230 (1985) and E. I. DuPont & Company., 289 NLRB 627 (1988) determining that Weingarten rights do not apply to nonunion employees. That remained the law of the land when the NLRB flip-flopped again in Epilepsy Foundation of Northeast Ohio, 331 NLRB 676 (2000). The NLRB ruled that the National Labor Relations Act “rights are enjoyed by all employees and are in no way dependent on union representation further supplementation.”
In 2004, the NLRB pendulum swung again in IBM Corp., 341 NLRB 1288 (2004) returning to the view that nonunion employees do not have the right to have a witness present during investigatory interview which could result in disciplinary action against them. In this case the NLRB reasoned that internal investigations must be conducted “in a thorough, sensitive, and confidential manner” and the presence of a witness could potentially compromise the confidentiality of the investigation. In 2016 the NLRB was asked to reconsider its opinion and once again extend Weingarten rights to all employees not just those belonging to a union. The NLRB rejected this application, thus at this writing the nonunion employee is not afforded Weingarten rights.
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LEGAL UPDATES CONT’D
That seems pretty straightforward. Right?
Well, the National Labor Relations Board, Office of the General Counsel released an Advice Memorandum dated December 1, 2016 which encouraged the use of two cases as vehicles to urge the NLRB to once again extend Weingarten rights to unrepresented employees.
Case FactsGeneral Electric Company manufactures locomotive engineers at its Grove City, Pennsylvania facility with approximately 1000 employees at the plant. The union, Local 601, has never been certified or recognized as the exclusive bargaining agents of the employees at the plant. However it has a charter from the national union and a Constitution. In each of the two cases the employee facing possible disciplinary action during an investigatory interview requested a representative to witness the proceedings. In both cases representation was denied under slightly different circumstances but each employee received disciplinary actions. The union filed charges relating to each case, but the company argued that there was no violation in either case because both employees had a witness to at least some of the meeting at issue.
Recommended ActionThe memorandum concluded that the Region should urge the Board to overrule IBM and once again recognize that Weingarten rights should be applied in nonunionized workplaces.
CFInsider: This memorandum is merely a recommendation by an NLRB region to reconsider the application of Weingarten rights to all employees. We will continue to follow this and update any changes to investigative interviews. The primary difficulty as we see the application of Weingarten rules to nonunionized facilities is that there is no designated representative, i.e. union steward, for an employee to request. Under the current rules if Weingarten rights were assigned to nonunionized employees they could select whoever they want to be their representative barring some major reason the company would object. We would assume an objection would be raised in situations where the suspected employee requested a co-conspirator to act as a witness. It will be interesting to see how this plays out in the near future. ▪
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JUNE - 2017Mike A. Valle, CFI was named Regional Loss Prevention Manager – West for Ulta Beauty.
Jay Ganal, CFI, CORCI, was promoted to Sr. Loss Prevention Manager for Gap Inc.
Jacob Gordon, CFI was named District Loss Prevention Manager for Nike.
Shanna Gianchiglia, CFI was promoted to Senior Regional Loss Prevention Manager for T-Mobile.
David Thompson, CFI was promoted to Vice President of Operations for Wicklander-Zulawski.
Melanie Millaway, CFI was promoted to Area Director – Loss Prevention & Safety for PetSmart.
Mike Keenan, CFI was named Managing Director of Retail LP at TAL Global.
JULY - 2017Jenna Stephenson, CFI was promoted to Loss Prevention Operations Manager – Emerging Markets for Nike.
Henry Johnson, CFI was promoted to Senior Director Support Services for Memphis Goodwill, Inc.
Cheryl Demski, CFI was named Asset Protection Manager for Cabela’s.
Earnest Stewart, CFI was named Asset Protection Manager for American Girl.
AUGUST - 2017Zach Maxey, CFI was named Regional Loss Prevention Manager for Dollar General.
Bryan Treat, CFI, LPC was promoted to Zone Asset Protection Leader for Big Lots.
Derek Manfra, CFI was named Branch Safety Manager for Anheuser-Busch.
Douglas Fessenden, CFI was promoted Senior Director of Loss Prevention for Restoration Hardware.
Rob Gibson, CFI was promoted to Global Relations Manager – Investigations for Amazon.
Rod Cabrera, CFI was named Senior Regional Loss Prevention Business Partner for the West Coast for Total Wine & More.
Johnny Custer, CFI, LPC was named SVP, Client Services for Spark Analytics.
Donald Ward, CFI was named District Loss Prevention Manager for Dick’s Sporting Goods.
ON THE MOVE
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QUOTE OF THE QUARTER:
“
“
Maybe it’s not always about trying to fix something broken. Maybe it’s about starting over and creating something better.Anonymous
VIDEO OF THE QUARTER:SURROUND YOURSELF WITH THE RIGHT PEOPLE
by Brett Ward, CFI
CHAPTER UPDATESThe Northeast Chapter of CFI held its last meeting in Washington DC at REI on July 25th 2017.
Speakers for the meeting were:
Tammy Clark, CFI, CFE of WZ presented a review of the Participatory Method. This presentation guided attendees on performing a high-level investigation in preparation for an interview in regards to theft, fraud or embezzlement. Utilizing facts from an actual case, with real video examples, Tammy discussed an overview of the investigative process focused on the strategy for the interview. The Participatory Approach to an interview was discussed in depth as a strategy when interviewing a high-level executive to minimize excuses or denials. Ultimately, this session provided attendees with additional tools to support their effort in searching for the truth at any level of an organization.
TJ Flynn, CFI and Matt Christman, CFI presented on how to utilize social media platforms in conducting investigations. This presentation went over the best practices and tools that will help investigators gather valuable intel while conducting an investigation.
The first IAI MIDWEST CHAPTER meeting will be held on October 18, 2017 from 10am to 2pm CT at the REI Lincoln Park Store in Chicago, IL.
Lunch will be provided by THE CELLULAR CONNECTION. Guest Speakers will include Wayne Hoover, CFI. If you are interested in attending the meeting, please contact Dana Sadowsky at [email protected] to RSVP by 10/13/2017.
The first membership meeting of the new IAI SOUTH CHAPTER will be Monday, October 2, 2017 from 12pm-3pm CT. All IAI Members and CFIs are welcome to attend, especially those in Texas, Oklahoma, Arkansas and Louisiana. We will welcome John Guzman – Wicklander-Zulawski Presenter & Consultant, as the keynote speaker.
The meeting will be held at:
Collin County Children’s Advocacy Center 2205 Los Rios Plano TX 75074
Seating is limited; Please RSVP by Sept 22nd, 2017 to [email protected]
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JUNE–2017
JULY–2017
AUGUST–2017
Shawn BartleHeather KasdanJose MontoyaChad Richards
Cristina RiveraElana RosnerTaylor SoaresRobert Walker
James DougherStephen KimbroughEthan StephensEarnest Stewart
Amanda Weaver
Evelyn BartholomewBernard Bulos, Jr.Andre De Almeida
Andrew DegeorgeJoshua HamiltonJustin Loburgio
Philip MackeyJoseph McMorrisJason Pulcastro
Ryan White
Wade AshleyJoseph BarohDaniel BiancoBernard BrownKatelyn Conat
Calvin Cox, Jr.Brendan DuganCorey GalehanRonald Galster, Jr.Noel Gonzalez
Larry Hughes, II Daniel KablerDarryl KeisterJohn LowreyJason Matthews
Marshal MehlosJulie RoneyAdam Schehl
NEW CFIs
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CFIs RECERTIFIEDJUNE–2017
Jedidiah AbramsSean AyreDavid BilanJohn CharlestonFelipe ChavezMichael Coleman
Bryan DavisCharles DrainJennifer DrakeChad HastingsChristopher HayeKristopher Johnson
David NelsonJody NidifferMichael ParrishTrent PeeblesJoseph RezendesSteve Schwartz
Jeffrey SilviaMellisa SlavikAlan TlustySean WalkerMichael Wittenburg
JULY–2017
Jason BalsomicoTowanna BazileJohn Copen, IIMarcella CoppolaEdwin CuebasMario Da Silva, Jr.Adam Dawson
Stefano DeMichelisOmar DiazAlan Fales, IIVenus Finley-AkinsMitch FletcherAnthony GabinoJake Harris
Britt HenryHoda IlyaviJody KershawJohn MatteraWayne McBrideJoshua MeinsJonathan Ramires
Matthew RowlandSheldon SahadeoJoshua SaundersStephenie SchweitzerDouglas SelbyMark WilliamsLindsey Wilson
AUGUST–2017
S. Andrew AwadMike BattlesMark BlasiusCelia CortesPatrick DaleyJason DixonKathleen FarrellDermot Fitzsimons
Michael HolmbergTyson HumpherysBrian KirbyDavid LaneJeffrey MauricioMichele McCarthyAndie MillawayJohn Mulheran
Joseph NowakoskiNeil O’NeillJeanette PalmerDenise PetrovichMichael PopeRenee ReaganDonald SchleicherKimberly Schmit
Richard SilcoxKenneth SmithGregory StockerLawrence StovesJustin TaylorJose TrevinoJames WalkerPeter Warren
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OCTOBER–2017
NOVEMBER–2017
Tina AyoMichael BidwellRonald CoteBill FarrisGarth GasseMichael HofstetterKaren KannoJacob KrippelLise LangJeff MangoldLekiya ManzoJason Martin
James MooreDouglas NewstromTravis NobleSonia OrtegaDoreen PavesePaul PickardRussell PillifantEdwin RodriguezRaymond SosaMichael StainesErik StephensNicole Taylor
Damon TriteDr. David UtzkeShaun VanderwerfIan Michael VernonChad WelchBrian WildmanEric WilhoitDebra WilsonChristopher YamashitaMatthew FrankartDennis GandyJohn Harrison
Chijioke KanuJoey KekDavid MackWilliam MalsonMichelle MayerEric MillerKiley RobertsKevin ThomasRussell WagnerWendell Lamb
Chuck BaileyBrent BergerDavid BorumLaura BrownAndrew BuchananJames CarrNeftali Carrasquillo, Jr.Jean-Pierre CasparRobert CassidyMargaux ChandlerJennifer CollinsCharles CraunJennifer DiCarloAndrew DohertyWilliam DownsGary Evaniuk
Wayne GetzEdward GloddeJennifer GrantJoel GurleyMichael HannonEric HarrisonEric HasselAsa HillardDavid JeffreysDavid KalbaughMichael KelliherGregory KleimanDave LeinfelderBenjamin LockhartChris LodgeJason Louwaert
Rema MagagnaDarren MartelJoshua NewellDustin ProppsBenjamin RobeanoJohn ScimeClark SegerDevon SloanScott SniderAndre StevensMark SwistakPete TrexlerClay TysonShon Van der MarkHeather VeitchShauna Vistad
Lim Pitt HeungTimothy AyoJulio FelixMarc AbramsonRyan ChaseChristopher FulkersonMatthew LapkaJames RoeMark SaundersYan Mei SeahGregory TremaglioPhillip VaughanRichard Hanks
CFIs UP FOR RECERTIFICATION
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LPM INSIDERMike Keenan, CFI, CPP, LPC wrote “Successful Careers in Loss Prevention Start with Volunteering.”
Johnny Custer, CFI, LPC wrote “Understand Your POS Features and Limitations.”
Mike Keenan, CFI, CPP, LPC wrote “Perform an In-Store Audit That Will Guide and Motivate Improved Performance.”
Charles Olschanski, CFE, CFI was mentioned in “Putting the Brakes on Counterfeit Merchandise and Brand Erosion.”
Kevin J. Thomas, CFE, CFI, CBCP wrote “Two Crucial Loss Prevention Skills for Establishing a Professional Brand.”
Adam Smith, CFI, CFE wrote “The Moral, Societal, and Legal Obligation for Workplace Theft Prevention.”
Byron Smith, CFI was mentioned in “The Crisis Leadership Role in Emergency Preparations” by Garett Seivold.
Christopher P. Norris, CFI, and Alan Grocott, CFI wrote “Preparing the Final Voluntary Statement.”
Brandon Brown, CFI wrote “Are You Playing the Loss Prevention Salary Game Like a Pro?”
Adam Smith, CFI, CFE wrote “Armed Robbery Prevention–When It’s an Inside Job.”
Mark VanBeest, CFI was mentioned in “Fraud Detection Techniques Using Big Data” by Eduardo Coccaro, Elizabeth Jones, and Xiaoqi Liu.
Kevin Valentine, CFI, LPC was featured in “Signet Jewelers Announces Retirement of Kevin Valentine, LPC.”
Alan Tague, CFI and O. Keith Wanke wrote “Risk Management and Loss Prevention: Partners for Profits.”
David Zulawski, CFE, CFI and Shane Sturman, CPP, CFI wrote “What Happens After Wicklander-Zulawski Training?”
David Zulawski, CFE, CFI and Shane Sturman, CPP, CFI wrote “When a Dishonest Employee “Doesn’t Remember.””
Christopher P. Norris, CFI, and Alan Grocott, CFI wrote “Meeting Employee Dishonesty with Compassion in an Interview.”
LP MAGAZINE MAY-JUNE 2017 ISSUEDavid Zulawski, CFE, CFI and Shane Sturman, CPP, CFI wrote “Implicit or Explicit – Why Do It at All?”
Byron Smith, CFI and Mike Kennan, CFI, CPP, LPC were mentioned in “Cashing In On Security” by Garett Seivold.
Tom Meehan, CFI wrote “When Ordinary Things Get Smart.”
Walter Palmer, CFI, CPP, CFE wrote “Emerging Technologies” with Adrian Beck and Colin Peacock.
LP MAGAZINE JULY-AUGUST 2017 ISSUEDavid Zulawski, CFE, CFI and Shane Sturman, CPP, CFI wrote “Random Lessons from the Room: Part One.”
Tom Meehan, CFI wrote “Brick-and-Mortar Is Not Dead; Amazon Just Proved It” and was mentioned in “A New Approach to LP Systems Deployment.”
Steven May, CFI and Ken Gladney, CFI were mentioned in “From Retail LP to Solution Provider to Restaurant Brand Protection: An Interview with David Johnston of Dunkin’ Brands.”
Walter Palmer, CFI, CPP, CFE wrote “Adopting an Intervention Assessment Framework in LP” with Adrian Beck and Colin Peacock.
CFIS UP FOR RECERTIFICATION CONT’D
DECEMBER–2017
Jason AdamsNicholas BaconJeremy BaileyErnie BeughPaul ChrismanKerry CrapiaRobert GibsonKevin GriggsLawrence HartmanGeorge HinesCarole HylandsThomas JonesKevin Kenney
Fred KramerChristopher McCarrickClifford MeansDonna MundisMichael OsborneBrandie PattonMarc SantiagoRobert SmithScott SpenoVeronica StaffordThomas TauerVictoria To-DowdJames Tyrrel
Diane WilliamsKimberlee WooTina FunkCurtis HientzRenee McGeeRobert BuescherJoshua CarrollMarvin CooperNatalie Gerk-ParraRobert HornerKarvis JerniganJustina BanuelosMatthew Martin
Alexander SnyderColin StewartJoseph TothBrett Van HoutenYvette WeemsMatthew ZelnoKimberly ZovishlackMarcelo BravoBetsy VargasBrett Stees
CFIs IN THE MEDIA
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NEW IAI MEMBERS
JUNE–2017
JULY–2017
AUGUST–2017
Craig FraserAlexa FriedhoffKevin O’BrienNancy Chung
Mike FrancoNicholas KoehlerAndrew MedleyMarc MacGillivray
Joe FaulBlanca CobbJessica ThomasAndrew Barger
Mary MolelloShahid ShabazzWill SovernSherry Salach
Ashley FernandoJames Suffern
Tzu Chao ChienAustin Kennedy
Michael Hourigan, Jr.
Anthony ValeraEric HansenLori HernandezDarla BumgardnerPatrick StewartRebecca SmithKim FitzgeraldAnasha GermanyJamie GuilloryElisa DunnMark OrtegaRachel JonesDane BaileyTimothy SalterKendall ProthoScott CastroJames HartEmily GeorgeTimothy Brown Ethan KublerSamantha Moore
Trent RonskeKatherine WagnerJennifer RoggowMorgan StevensKatherine MilesDevan VernoldLisa GambrellMartina RainisJenni KarpowichJimmy AkridgeTania CamachoClaire HalliburtonTrey DavisWallace AvinAmber GriffinAlyssa BarnesAmber JeffaresBen AnthonyJose BarradasCaleb BlankSaleem Bukhari
Lisa CaccomoRoger ChahineRichard ChapmanAngelisa CruzDion DavisPriya DonohueRoseMary DuranBen EdwardsAlexis HarrisScott HaylockChris HingerAlex LandestoyChelsea WilliamsJohn LubinJohn MarkettiJustin McManusGlenn OwensMathew PlatzerJoe PolonBilly PowlesAlisha Racin-Torres
Luis RamirezCristina RiveraMarco SalcedoAndrew SengbuschHeather SmithMike SmithLuis TalhasElisa TsuiAlissa HixsonJosie WoodwardOluwadamilola AdesuyiSeth CrewsRegino CelisRyan DahlgrenDante GouldGregory RoebuckCoby CarverDawn LewisJonathan PhaneufBenjamin Barnes
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DIAMOND
SILVER
ASSOCIATE SPONSOR
THANK YOU TO OURSPONSORS
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COMMITTEESWe thank these CFI Committee volunteers and we can accept more! Our volunteers make the CFI designation what it is today!
Be active in 2017 by joining a committee. Remember: A committee volunteer receives four (4) Continuing Education Credits toward re-certification per Committee, by being an active member! Pick one below! Sign up!
CONTINUING EDUCATION COMMITTEEThis committee is no longer accepting new members.Co-Chairman – Jack Ternan, U.S. Security Associates, Chance Bowlin, Petco, Michael Hannon, Amherst Lacrosse Club, Shane Jennings, Music & Arts Centers, Inc.Jeremy Bailey, Hibbett Sporting GoodsAndrew Barborak, Gander MountainMichael Berry, Walt Disney WorldChance Bowlin, PetcoCarissa Brinkmann, Sears HoldingLinwood Byrd, CVS HealthRoderick Cabrera, Total Wine & MoreJames Carr, Rent-A-CenterNeftali Carrasquillo, Jr., Texas Department of InsuranceSuzanne Castillo, Ralph LaurenRaymond Cotton, Capital OneMichael Coleman, Auto ZoneBill Dietzen, Auto ZoneDan DiMatteo, Portland Police DepartmentDaniel Easterly, BeallsDouglas Fessenden, Restoration HardwareRobert Figueroa, Rent-A-CenterCheryl Floccare, Tractor Supply CompanyMatthew Frankart, Tilly’sGarth Gasse, SSP AmericaKen Gladney, Taco BuenoMichael Goodman, WalmartGina Guardamondo, Finish LineAaron Hancart, The Cellular ConnectionMichael Hannon, Amherst Lacrosse ClubJustin Henkenberns, Restoration HardwareElena Hollenbeck, NikeReggie Holliday, LP InnovationsWayne Hoover, Wicklander-ZulawskiShane Jennings, Music & Arts Centers, Inc.Paul Joeckel, Auto ZoneJason Lotts, CVS/CaremarkScott Martyka, AldiJD Mauricio, Luxottica RetailDavid Miglin, Big LotsMatthew Morgan, Forever 21Conrad Nelson, BloomingdalesBenjamin Robeano, Big LotsKaren Sandoval, EisnerAmper LLP
Steve Schwartz, KohlsGreg SharpEverett Stein, Tractor Supply CompanyJack Ternan, U.S. Security AssociatesShaun Vanderwerf, L-BrandsShauna Vistad, Blue CrossWilliam Wells, Rite Aid
RATIONALIZATION COMMITTEEChairman – Randy Tennison, Walt Disney Parks and ResortsLevi Ellis, Hobby LobbyDominic Ferraro, Charter CommunicationsRobert Figueroa, Rent-A-CenterWayne Hoover, Wicklander-ZulawskiPaul Joeckel, Auto ZoneCarolyn Korchik, Restoration HardwareRobert LaCommare, Tween Brands, Inc.Andie MillawayMichael Reddington, Wicklander-ZulawskiRobert Sanchez, Jr., DFASS GroupRandy Tennison, Walt Disney Parks and Resorts
SCHOLARSHIP COMMITTEEBob Andrews, Auto ZoneVernon Bales, PepboysTowanna Bazile, AT&TChad Borstein, Loew’sCarissa Brinkmann, Sears HoldingDustin Brown, Notions MarketingLinwood Byrd, CVS HealthMatthew Dawson, AmazonDaniel Easterly, BeallsChris Fincke, AAFESJay Ganal, Gap Inc.Ed Gatti, Home DepotChris Girone, Office DepotMichael Goodman, WalmartMichael Hannon, Amherst Lacrosse ClubWilliam Hill, AmeriCold LogisticsJohn Howard, AT&TMark Jackson, Big LotsAndrea Jensen, Office DepotDeborah Lanford, 7-ElevenTimothy Lapinski, Helzberg DiamondsKevin Larson, Kroger
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Deanna Lawton, REIAngelica LopezJason Lotts, CVS/CaremarkJustin MacIntyre, BeallsScott Martyka, AldiHarold McIntyre, BloomingdalesJames Mullaney, Dollar GeneralMichael Narciso, URBNAnthony Parco, Big J SportsBill Penn, Gap Inc.Bernard Peterson, Family DollarRyan Roby, VerizonAdam Rutkowski, KohlsJoshua Salthouse, Golub CorporationRyan Shedd, SpartanNashDaniel Taylor, UltaRobert Tidd, Signet JewelersVictoria To-Dowd, LUSH Fresh Handmade CosmeticsJay Tubaugh, Toys R’ UsBill Turner, Radio ShackCente Van der Wende, Ralph LaurenShaun Vanderwerf, L BrandsGloria Whitman, TJX CompaniesTerrell Williams, Sears Holding
Kati Wisniewski, Ratner Company
CFINSIDER JOURNAL COMMITTEEMike Bowers, CFI, Northgate MarketsJoseph Carteret, CFI, Gap Inc.Joe Davis, CFI, WalmartDominic Ferraro, CFI, Charter CommunicationsGina Guardamondo, CFI, Finish LineWayne Hoover, CFI, Wicklander-ZulawskiShane Jennings, CFI, Music & Arts Centers, Inc.Paul Joeckel, CFI, Auto ZoneKevin Larson, CFI, KrogerMark Lukens, CFI, PetsmartJD Mauricio, CFI, Luxottica RetailJames McLemore, CFI, BeallsMichael Reddington, CFI, Wicklander-ZulawskiBenjamin Robeano, CFI, Big LotsGreg Sharp, CFISonja Upchurch, CFISteve Welk, CFI, Barnes & Noble CollegeJoe Wojcik, CFI, SafewayDavid Zulawski, CFI, CFE, Wicklander-Zulawski
To be an active member of your CFI designation, click here to join a committee.
COMMITTEES CONT’D
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NEW ORGANIZATIONS
• City of Elgin, IL Police Department
• NBC Universal
• Hamrick’s Store
• Nespresso USA
CALL FOR ARTICLES• The CFInsider Journal is distributed in electronic format only. You can view back issues of this newsletter. CLICK
HERE.
• Opinions and ideas in CFInsider are intended for information only, and not meant to be used as legal advice. Statements of fact and opinions made are the responsibility of the authors and do not imply an opinion on the part of IAI, its officers, the editors or its members.
• Member articles about interview and interrogation published in CFInsider qualify for Continuing Education Credits.
• Should you have any questions on obtaining re-certification for your CFI designation, please click here to contact IAI.
UPDATE TO WZ METHOD: NEW “ADDRESSING HOPE” SCRIPT
For those of us that have been in the business of interviewing for years, changes in how we communicate are always evolving. Just like the WZ Method used to be 3 steps, then 5, then 16 and now 18; we are always looking to adjust to give the interviewers the latest in techniques to help them be successful in their conversations. The latest change is the “Addressing Hope” step of the WZ Method. While it is only a slight change, we wanted to make everyone aware so you could start using the new script. We have found no concerns in using the new script in affecting the outcome of the conversations, however, it removed possible areas to exploit should a case end up in court as well as reduce any perception of a suggested promise. Please take the time to learn and implement the new Addressing Hope:
Addressing Hope into your WZ Method:“I know people are not sure what they should say or what they shouldn’t say during a conversation. We want to let people know that they have the ability to allow others to understand their perspective of the situation.”
Thoughts on 50…The first thing that came to mind when I heard we were upon the 50th edition was that there was no way that’s possible! It truly doesn’t feel like there have been that many issues and as editor, I had no idea that many editions had passed through my computer. We owe a debt of gratitude to all those who have submitted articles, links of interest, book reviews and so on, because without them there would be nothing to edit! It takes a certain amount of, shall we say, boldness, to put your thoughts on paper and submit them…first to the scrutiny of multiple editors and then to your peers who read the CFInsider. Kudos to you all and keep them coming! If you haven’t submitted an article yet, what are you waiting for? We want to hear from multiple voices and different opinions so we can keep the CFInsider fresh and interesting. Please consider contributing! And I would be remiss if I didn’t thank those folks behind the scenes who make things run smoothly and look superb; Dana, Wayne, the team at Calibration, IAI Advisory Board, Spotlight Committee, CFI Journal Committee, Rationalization Matrix Committee…thank you for all that you do!
Stefanie Hoover, CFI
EDITORSJoseph Nay, CFI, VXI Global Solutions [email protected]
Cary Jones, CFI, HVHC, INC. [email protected]
Stefanie Hoover, CFI, CONTROLTEK [email protected]
CFINSIDER JOURNAL COMMITTEEMike Bowers, CFI, Northgate Markets [email protected]
Joseph Carteret, CFI, Gap Inc. [email protected]
Joe Davis, CFI, Walmart [email protected]
Dominic Ferraro, CFI, Charter Communications [email protected]
Gina Guardamondo, CFI, Finish Line [email protected]
Wayne Hoover, CFI, Wicklander-Zulawski [email protected]
Shane Jennings, CFI, Music & Arts Centers, Inc. [email protected]
Paul Joeckel, CFI, Auto Zone [email protected]
Kevin Larson, CFI, Kroger [email protected]
Mark Lukens, CFI, Petsmart [email protected]
JD Mauricio, CFI, Luxottica Retail [email protected]
James McLemore, CFI, Bealls [email protected]
Michael Reddington, CFI, Wicklander-Zulawski [email protected]
Benjamin Robeano, CFI, Big Lots [email protected]
Greg Sharp, CFI [email protected]
Sonja Upchurch, CFI [email protected]
Steve Welk, CFI, Barnes & Noble College [email protected]
Joe Wojcik, CFI, Safeway [email protected]
David Zulawski, CFI, CFE, Wicklander-Zulawski [email protected]
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