CFInsider 2014 Issue 1 - International Association of Interviewers

A publication from the International Association of Interviewers
© 2014 Center for Interviewer Standards & Assessment, Ltd.
2014 ISSUE 1
http://www.certifiedinterviewer.com/
IAI AdvisoryCommittee
From the Desk of IAI’s
the
hairman
Executive
Director
Letter from the Chairman
Letter from
of the IAI Advisory Board
C
ELITE
DanAdvisory
Doyle, CFI, Beall’s
Dept. Stores
IAI
Committee
[email protected]
Dan Doyle, CFI, Beall’s Dept. Stores
Wayne Hoover, CFI, WZ
[email protected]
[email protected]
The International Association of
WayneMaples,
Hoover,CFI,
CFI,
WZ
Debbie
Gap,
Inc.
Interviewers (IAI) celebrates its
[email protected]
[email protected]
1st birthday at NRF. Launched at
Maples,
the last NRF conference last year Debbie
Kirk Lonbom,
CFI,CFI,
IllinoisGap,
StateInc.
Police
[email protected]
[email protected]
and now almost 6,000 members
strong, we are experiencing
Mike
TJX
KirkMarquis,
Lonbom,CFI,
CFI
growth and a demand for
[email protected]
Illinois State Police
education and resources in
[email protected]
Steven May, CFI, LP Innovations
the Loss Prevention sector.
[email protected]
Please come celebrate with us at booth #1723
Mike
Marquis, CFI, TJX
Chairman IAI Advisory Board
[email protected]
wehad
willover
be 75
offering
promotional
This has been a brutal winter here in the Midwest.where
We have
inchesspecial
of snow,
RayCotton,CFI,Facebook
It’s hard to believe that it’s that time of year again! rates on membership with NRF exclusives,
[email protected]
36
is
about
normal,
and
it
seems
to
keep
coming.
Fortunately,
the
snow
is
not
alone;
it
Steven May, CFI, LP Innovations
The National Retail Federation Loss Prevention as well as celebrating our
is accompanied
freezing
temperatures
highaccomplishments.
winds so it stays around
make each
conference
in SanbyDiego
is just
a few days and
away.
[email protected]
Lund,CFI,Dick’sSportingGoods
Thankto you
[email protected]
special.
Iday
hope
we will have an opportunity to see you to our members who have
Ray Cotton, CFI, Lumber Liquidators
there. For those of you who are CFIs, stop by the made this association a success.
[email protected]
JohnMillner,
CFI,IllinoisStateSenator
International
of to
Interviewers
booth
In Day
addition,
GDIT
[email protected]
Our original Association
plan had been
have the Elite
Training
meeting
here (formerly
in Chicago
number 1723 to pick up your CFI ribbon for your Vangent), IAI Diamond Sponsor,
David Lund, CFI
during February so everyone could enjoy the weather and snow. I don’t remember
name tag. We hope each of you who are CFIs will booth #404 and LP Software, IAI
WalterDick’s
Palmer,Sporting
CFI, PCG Goods
Solutions
who your
pointed
out proudly
not everyone
loveshave
frigid
temps, howling
winds,
and
travel
delays,
[email protected]
wear
ribbon
since you
worked
[email protected]
Gold Sponsor, booth #1426 will
but he/she
is athe
saint.
Although being trapped in a be
hotel
would
allow
plenty
time for Scott Oser
hard
to obtain
designation.
giving
away
two
iPad of
minis
Shane
Sturman,
WZ
John
Millner,CFI,
CFI
thepalette,
conference
from
networking and there is nothing like hotel food toduring
tickle the
in the end
we plain
[email protected]
Illinois State Senator
While
you’re
at the
booth
takewas
a moment
and stupid
our booth.
decided
Chicago
in the
winter
an incredibly
idea. Please stop by our
[email protected]
meet the Executive Director of the International booth to see how you can be entered to win one
Mark Sullivan, CFI, GT
[email protected]
Association of Interviewers, Bill Pawlucy. of these cool Apple products. You can also submit
Personally,
we are looking
forwardoftoexperience
escaping hereanand
looking
southGDIT’s
seemed
just the Vangent) orWalter Palmer, CFI, PCG Solutions
Bill
has a tremendous
amount
entry
at either
(formerly
[email protected]
Dr. David Matsumoto
ticket.
We are all booked
meet
up atusthemake
Elite Training
Day inbooths
Nashville
on Mayyour chances of
with
associations
and he to
has
helped
LP Software’s
to increase
Humintell
great
last year
to increase
our bywinning.
must be
present
win and no more
Shane Sturman, CFI, WZ
13-14,strides
2014.over
The the
program
is graciously
hosted
Lifeway You
Christian
Life
Book to
Stores
[email protected]
membership
andof sponsorships.
Also,
you might
[email protected]
than
two
entries
per person.
Vice President
Loss Prevention
Melissa
Mitchell,
CFI.
She
is offering
us a wonderful
Melissa Mitchell, CFI
want to ask about the plans for next year’s Elite
facility which should enhance our learning experience, plus room for a number of
Christian
MarkLifeway
Sullivan,
CFI, Stores
GT
Training Days on February 11th and 12th, 2014. As we continue to grow, we also continue to
[email protected]
[email protected]
solution
providers
showcase
themselves.
early
bird
registration
specials
that
We
plan on
having to
some
incredible
speakersThere
to are
add key staff members that will help us with this
you might
still
be able to skills.
take advantage of if you growth.
register soon.
enhance
your
interviewing
I would like to introduce the newest
Alan Tague,
CFI, Gander
Mountain
Dr. David
Matsumoto
[email protected]
member of our team, Scott Oser, Corporate
Humintell
Finally,
those of
you great
who presentations
are able to attend
Relations
Director.
Scott’s role is to help us
[email protected]
We arefor
expecting
some
on statement
analysis,
corporate
Kevin
Valentine,
CFI,
Sterling, Inc.
the NRF Loss Prevention Conference we hope focus on adding new company members for the
[email protected]
investigations,
and
interviewing.
It
should
be
a
powerful
two
days.
These
two
days
count
you will join the WZ group at our 31st annual association. We cannot underestimate the value IAI
Melissa Mitchell, CFI
as continuing
education
for Wednesday
those of youevening
who are CFIs
or may
otherseeking
CEU to gain exposure
party
from 10 PM
to 2 AM on
Lifeway
can bring
to ameet
company
CraigChristian
Cronheim,Stores
CarMax
[email protected]
orthe
professional
education
requirements.
at
Whiskey Girl,
702 5th
Avenue, San Diego, to the largest concentration of interview and
[email protected]
CA 92101. The event is sponsored by: WZ/CFI/IAI/ interrogation decision makers. We have created an
Kathleen
Smith,
CFI,Mountain
Safeway Inc
CFI,
Gander
WZ
Technologies
eBay, The Loss Prevention infrastructure for companies to create meaningfulAlan Tague,
I hope
to see youplus
there.
[email protected]
[email protected]
Foundation, Verisk (Aspect, LERPnet, Enabl-U), and deep relationships with our members through
and Security Resources.
many and varied opportunities.
Douglas Wicklander,
WZ
Kevin Valentine,
CFI, Sterling,CFI,
Inc.
TRAINING DAY!
David E. Zulawski, CFI, CFE
Chairman, IAI Advisory Board
Sincerely
David E Zulawski, CFI, CFE
Scott comes to us with over 17 years of marketing
[email protected]
[email protected]
David Zulawski, CFI, WZ
Craig Cronheim,
CarMax
[email protected]
continued... [email protected]
Don Berecz, CPA, CFE
Georgia Southern University
[email protected]
Kathleen Smith, CFI, Safeway Inc
[email protected]
Douglas Wicklander, CFI, WZ
[email protected]
David Zulawski, CFI, WZ
[email protected]
The Bully
Editors
Joseph Nay, CFI Heinen’s Inc.
[email protected]
Cary Jones, CFI VisionWorks,
[email protected]
and your
Stefanie Hoover, CFI Verisk Retail
[email protected]
Bottom Line
Journal Committee
Benjamin Robeano, CFI Big Lots
[email protected]
Focus on the culture of your company
By Allison West, Esq., SPHR
By now most people have heard about the investigation report detailing the bullying and harassment in the
Miami Dolphins’ workplace. The underlying complaint was based on allegations that team member Jonathan Martin left the team due to repeated harassing, bullying and inappropriate comments and conduct
directed towards him and others. The conduct detailed in the report was disrespectful, demeaning, vulgar,
often outrageous and in many instances would rise to the level of violating the law. Admittedly, the Dolphins’ workplace is different from most workplaces given the nature of its business. As the investigators
noted in their report, they did not expect to find the same behavior you might find in a law firm or other
more traditional office workplace. However, no workplace is excused from creating a safe, respectful work
environment free from bullying and harassment.
While harassment is unlawful –
bullying, as of now, is not. David Dehner, CFI
Silver Creek Associates
[email protected]
Cheryl Floccare, CFI, LPC
Tractor Supply Company
[email protected]
Lansing Williams, CFI Big Lots
[email protected]
Kevin Larson, CFI Kroger
[email protected]
Ken Bennett, CFI, PCI Goodwill
[email protected]
Joe Davis, CFI T-Mobile
[email protected]
Jodie Murphy, CFI Gap Inc.
[email protected]
Jim Kelley, CFI Wal-Mart
[email protected]
While harassment is unlawful – bullying, as of now, is not. Since 2003, 26 states have attempted to enact
anti-bullying legislation called the Healthy Workplace Bill. Currently, 12 states have active bills awaiting
further action. The definition used in the legislation states
Workplace Bullying is repeated, health-harming mistreatment of one or more persons (the targets) by one
or more perpetrators that takes one or more of the following forms:
Donald Ward, CFI, CFE TJX
[email protected]
• Verbal abuse
• Offensive conduct/behaviors (including nonverbal) which are threatening,
humiliating or intimidating
• Work interference – sabotage – which prevents work from getting done.
Jared Costa, CFI Auto Zone
[email protected]
James McLemore, CFI
Bealls Department Stores
[email protected]
Jack Ternan, CFI G4S
Secure Solutions
[email protected]
Everett Stein, CFI
Tractor Supply Company
[email protected]
The definition of bullying may look similar to a harassment claim. However, one key distinction is that the
target (the recipient of the unwanted conduct) is not required to be a member of a protected class such as
age or race. Interestingly, researchers have found that bullying is often more harmful than sexual harassment. One reason is the target is often ashamed to come forward as the conduct might be subtle and not
seen as aggressive (for example, excluding
someone from lunch.) Not surprising,
Human Resources will respond promptly
if the word “harassment” is used, but may
have a different reaction when bullying
conduct is described. This is an unwise
approach as certain types of inappropriate
conduct, if repeated against someone in
a protected characteristic may rise to the
level of being harassment or discrimination. The 2014 Workplace Bully Institute
Workplace Bullying Survey reported that
27% of Americans have suffered abusive
continued...
Shane Jennings, CFI, CFE
Music & Arts Centers Inc.
[email protected]
Robert Figueroa, CFI
Rent-A-Center
[email protected]
Paul Joeckel, CFI Auto Zone
[email protected]
Allison West, Esq., SPHR
Employment Practices Specialists
[email protected]
Wayne Hoover, CFI
Wicklander-Zulawski, Inc.
[email protected]
David Zulawski, CFI, CFE
Wicklander-Zulawski & Associates, Inc.
[email protected]
The Bully and your Bottom Line continued
conduct – bullying - at work and another 21% have witnessed it. If those numbers don’t impress you, maybe this will: the 27% equates to approximately 37 million workers.
When conduct rises to the level of harassment or discrimination, an employer is legally
required to take all steps necessary to stop unlawful conduct
and make sure the conduct is not
repeated. No legal requirement exists, however, for stopping the bully or jerk: behaving badly is
not against the law.
Even the U.S. Supreme Court has said being “rude and discourteous” is
not unlawful.
Regardless of the type of workplace, bullying conduct has a dramatic impact on the workplace. Higher rates of absenteeism, loss of productivity and
low morale are some of the tangible downsides of bullying. In the non-Dolphins work environment, a common scenario exists: There’s this great
performer, let’s call him Jim; maybe he’s a top executive, or the lead salesperson—someone the company really needs and doesn’t want to lose. But
Jim engages in chronic yelling, name-calling, insults, off-color language, belittling comments and aggressive postures. Maybe there’s another person,
let’s call her Sue, who is subtler and engages in sabotage, backstabbing and stereotyping.
What many employers do not realize is the bully
is one small step away from being a harasser. After awhile, employers and colleagues come to expect this type of behavior and say, “Oh, that’s just Jim...,” or, “You know how Sue is...” The reality
is that Sue and Jim’s inappropriate workplace behavior is unsettling the office by affecting morale, creating turnover and even putting the company at
risk for litigation. What many employers do not realize is the bully is one small step away from being a harasser. Take the example where Sue states
to someone “You are an idiot.” She says this daily along with other derogatory comments. One day Sue then says, “You people are idiots” and is
only stating it to an employee who is Muslim. That comment alone changes everything as it implies all Muslims are stupid. Sadly, many employers are reluctant to lose strong performers. So management talks to Jim or Sue and begs for a change in conduct. Management may even throw in a
threat or two, but typically without any teeth. Jim or Sue may change for a while, but more often than not, the unwanted behaviors return.
Employers Mistakenly Rationalize Jerk/Bully Behavior
Here are some of the reasons employers use to justify not confronting bad behavior at work:
• If I ignore it, it may go away
• We’ve lived with it this long, we can tolerate it a bit longer
• I have to think about the bottom line
• I’ll deal with it when the behavior really gets out of line
So why do employers often fail to take steps to stop such inappropriate conduct? Confronting Jim and Sue about being inappropriate or offensive is
not without risks. They may quit, taking valuable business with them. But not taking any action or confronting the Jims or Sues in your workplace
is very likely a bigger risk. For one thing, as noted, workplace morale suffers when management does nothing. And, the longer Jim or Sue are not
confronted, the more indignant he or she will become when the confrontation finally occurs. Do not forget, at some point the objectionable behavior
could escalate and trigger legal claims.
Do not forget, at some point the objectionable
behavior could escalate and trigger legal claims. Focus On The Culture Of Your Company
Employers who are motivated to rid the workplace of employees like Jim or Sue can adopt a three-step systematic approach.
First, create a culture of respect in which yelling and demeaning conduct are simply not acceptable. This attitude must start at top levels of management and be practiced everyday. Executives and managers must walk the talk – be role models, treasure the human capital in the organization and
make certain respect is a core value. This means create a mission statement that incorporates respect. Spread the “respect” word, often.
Second, create a written code of conduct that focuses on the type of conduct, attitude and respect you want in the workplace. Then, again, spread
the word. Alternatively or in addition to the code, have an anti-bullying policy. Two critical components for these types of policies must be included.
First, state the goals of the policies and highlight he company’s culture. Second, include some type of consequence for violating the code or do not
bother with the code. If no consequence exists, the efforts at creating a culture of respect might be diluted.
Finally, tie all aspects of performance including interpersonal communication and conduct to performance reviews and financial rewards. If you have
a strong performer who is a bully, yet receives huge bonuses for the outstanding work they have contributed, a mixed message is sent and you defeat
all the goals outlined in the first step.
To learn how to reform workplace jerks and bullies click here:
Employment Practices
Allison West is an employment attorney and uses her legal skills coupled with sound human resources
practices to assist companies in managing and reducing their workplace risks. She is a frequent top ratedspeaker on employment law and human resources topics and was one of the top 10 rated speakers at the
Society for Human Resource Management’s (SHRM) Annual Conference in 2012 and top 10% in 2013. Allison specializes in delivering customized interactive training, coaching executives and managers, human
resources consulting and expert witness assistance. Allison specializes in conducting workplace investigations for employers of all sizes and industries, on a variety of topics including harassment, discrimination, theft, violence, disability, whistleblower and other issues. She is a Board Member of the Association of Workplace Investigators and a member of the ASIS Investigation
Standards Technical Committee. She is a member of the California Bar and holds a Senior Professional in Human Resources certification.
Visit Allison’s web site here: http://www.employmentpractices.net/
CFIs Honored
Law Enforcement, Sterling Executives
Honored by Jewelers’ Security Alliance
By Rob Bates, Senior Editor for JCK Online
Posted on January 13, 2014
A Los Angeles detective, an FBI agent, and executives from Sterling Jewelers were all honored by Jewelers’ Security Alliance at its annual luncheon,
held at the Harmonie Club in New York City on Jan. 11.
LAPD detective Carol Mosher and FBI special agent Frank Aimaro received the organization’s James B. White Award to Law Enforcement for their
work in stopping jewelry crime gangs. “I read the all JSA bulletins and couldn’t agree more with their recommendations,” Aimaro said, in accepting
the award. “I think we have made L.A. a safer place for the jewelry industry.”
Kevin Valentine, CFI, vice president, internal audit and risk management
for Sterling Jewelers, and Mark Neapolitan, CFI director of loss prevention
for Sterling, both received the organization’s Industry Service award for
their work safeguarding the retail chain.
In a speech, JSA vice president Scott Guginsky, a retired New York City police officer, took the group “behind the scenes” to show how it works with
law enforcement to stop criminals. For instance, last year, JSA noticed a pattern of home invasions, which involved the robbers putting GPS trackers
on jewelers’ cars to find out where they lived.
“We are a repository for information, and we can put the cases together, and we can help law enforcement,” he said. “After the last hit, the agents
started working together, not just waiting for the next crime.” Eventually, the gang was caught. “If it wasn’t for those efforts, that group might still be
roaming around, thinking about kidnapping.”
He also advised attendees to put a greater emphasis on security. Excerpt from JCK Online article here. They said
WHAT?
“I had my first interview using the WZ technique. I got an admission roughly 14 minutes into the interrogation.
When I tested for submission, the response I got surprised me. As soon as I finished speaking, he responded,
“you know what, let’s just get this over and call the cops. We both know what I did, let’s quit [messing] around
and get this over with.”
It surprised me how quickly he admitted…quite literally through me off my game. My only response was “how
about we just talk about it for a bit before we decide what the next step will be?” I can only hope that they are
that truthful in the future.”
Do you have a, “They Said WHAT?” story? Submit it to Wayne Hoover.
TRAINING DAY (ETD III) IS ALMOST HERE!
Don’t miss this day of Elite training starting with, “Top 10 Things
You Need to Know When Investigating High Level Executives”
Allison West, Esq., SPHR
Join us at the Elite Training Day in Nashville, May 13-14, 2014. HERE
AGENDA
Tuesday May 13, 2014
7:30 – 8:30
7:30 AM
– 8:30 AM
8:30 – 8:45
8:30 AM
– 8:45 AM
8:45 –8:45
10:45
AM AM
– 10:45
10:4510:45
– 11:00
AM AM
– 11:00
11:0011:00
– 12:15
PM PM
– 12:15
12:15 12:15
– 1:20–PM
1:20 PM
1:20 – 1:35
1:20PM
– 1:35 PM
1:35 – 2:45
1:35PM
– 2:45 PM
2:45 – 3:00
2:45PM
– 3:00 PM
3:00 – 4:15
3:00PM
– 4:15 PM
4:15 – 4:30
4:15PM
– 4:30 PM
Registration/Networking/Coffee
Melissa Mitchell, CFI – Director of Loss Prevention and Inventory Control
Welcome to Lifeway Christian Bookstore Headquarters
Wayne Hoover, CFI
Allison West, Esq., SPHR – Top 10 Things You Need to Know When Investigating High
Level Executives
Networking Break and Exhibitors*
David Zulawski, CFI – Fact Finding
Lunch provided & sponsored by LPInnovations (Steven May, CFI) Café
West Coast and Northeast Chapter Updates
Michael Loox, CFI and Steven Palumbo, CFI
John Brocar, CFI – Fraud Investigations
Networking Break and Exhibitors*
Attorney
Wayne Hoover, CFI - Closing Remarks
* IAI will be filming testimonials from attendees about the association & CFI
Wednesday May 14, 2014
8:30 – 8:55
8:30 AM
– 8:55 AM
8:55 – 9:00
8:55 AM
– 9:00 AM
9:00 – 9:20
9:00 AM
– 9:20 AM
9:20 –9:20
11:20
AM AM
– 11:20
11:2011:20
– 12:00
PM PM
– 12:00
Networking and Coffee
Welcome - Group Picture of CFIs
Wayne Hoover, CFI – Q & A
Mark McClish – Statement Analysis
Wayne Hoover, CFI – Legal Updates and Closing Remarks
CHAPTER UPDAaTES
West Coast - PACKED FIRST MEETING
The West Coast Chapter had a very successful first meeting. Held in the ballroom at the SLS Beverly Hills hotel, there were over
150 attendees from a diverse number of private sector organizations, law enforcement and an entire college class from a Criminal
Justice program attended for extra credit.
Wayne Hoover kicked off the meeting with an excellent presentation on Developing the Admission and Joe LaRocca from
RetaiLPartners finished strongly with a presentation on recent card data security breaches in the retail sector and the future of
mobile payments and mobile wallets.
The Chapter will be soliciting feedback from the meeting and wants everybody to look forward to our next meeting as it will be just
as exciting and compelling. Please contact Michael Loox,
[email protected]
for more information on the West Coast Chapter.
North East - CAPACITY ATTENDANCE
The CFI Northeast Chapter held its first meeting on 2014 on January 23, hosted by Starbucks. Presentations were given by
members of the NYPD Fraud unit on current trends in credit card fraud, Steve Costello of Tiffany & Co. on anti-counterfeiting
measures and Matt Christman of Dick’s Sporting Goods on Telephone Interviewing. Attendance was at capacity and a very
productive information sharing session was held after the presentations.
We had our last meeting at Dick’s Sporting Goods in Philadelphia on March 19th. We had speakers from the Secret Service
discussing trends in currency counterfeiting as well as presentations about On Boarding and Continuing Education.
We are looking to hold our 3rd meeting in the Boston area, if anyone is interested in hosting please contact me at
[email protected]
Follow us @CFInsider
CFI Spotlight
Interview
By: Kevin Larson
Sr. Manager of Loss Prevention Operations - The Kroger Co.
In this edition of the CFI newsletter, we’re spotlighting
Mike Hannon, CFI Global Director - Loss Prevention for Staples, Inc.
Tell us a little bit about yourself?
I have been in Loss Prevention for over 25 years. I joined Staples as an ALPM in 1999 and for the last 9 years
I have held the leadership role as the Global Director of Loss Prevention. I am strongly committed to building
and maintaining a best in class loss prevention team. Currently I am responsible for overseeing US Retail Stores
in the North East along with Distribution in both the US and Canada including ecommerce and distribution.
Additionally, I am currently a CFI Co-Chairman for the Continued Education and Scholarship Committees along
with being a Charter Member of the Loss Prevention Foundation. I am very proud to be a United States Military
Veteran and a past Asst. Chief of the Williamsville New York Vol. Fire Department.
How did you begin your interviewing career? Do you remember your first
interview?
I began my LP career with Lechmere in Connecticut. I did my first interview in the Newington location. I was interviewing a cashier on a
“sweetheart” transaction, which was captured on CCTV. Let’s just say, I was taking a Wicklander-Zulawaski Interview Course soon after in Boston.
When did you receive your CFI designation and what did you find about the course beneficial?
I received my CFI designation in 2008. Before I enrolled in the CFI course and became certified, I felt I was already established as a successful
interviewer, both face to face and phone interviews. The course provided me a higher level of knowledge, education, credibility and self-confidence.
I am able to perform my job and represent my company with a higher degree of credibility while reviewing high profile cases not only with my HR
and legal partners, but with local and state agencies. I also am proud to say as a CFI, I lead my team by the same mission statement and code of
ethics outlined by CFI. Most important benefit is being able to provide higher level interview training to the entire Staples Global LP Team.
What has the CFI done for you in your career?
CFI has provided me the additional knowledge and confidence in conducting interviews. More importantly, as a leader, I have been able to share
this experience with my team. I want to provide my team with the platform and understanding of the importance of continued education and
taking responsibilities with their own careers. It is of critical importance to gaining a higher level skill to perform interviews while representing your
company and the individual in which you are interviewing.
Have you seen a big change in interviewing over your career?
I think the biggest changes and challenges we are seeing is the increased use of phone interviews in the retail industry. It will be that much more
important to have the best trained LP professionals in geographically challenged store locations to be able to improve response time to sensitive
cases. Phone Interviews also help us manage the travel expenses associated with each case more effectively. As a result we are seeing an increase in
team’s productivity and development of additional cases while utilizing phone interviews in the approved application.
continued...
CFI Spotlight Interview continued
In your current position, you are responsible for Global Loss Prevention…tell me a little bit about
what that means. The Loss Prevention department was recently restructured to align with our companies business needs. Under the old structure, a field LP manager
would have had responsibility for stores or distribution centers or fulfillment centers, and they were mutually exclusive. In the new structure a field
LP manager has responsibility for a geographic area. If there are stores in that area, they own them. If there are distribution centers or fulfillment
centers, they own those as well. It has been highly accepted and supported by the Field LP Managers as they have the opportunity to grow and learn
in their new responsibilities . The team will continue to become more and more highly multi-talented.
How does your scope of work change or influence Staples?
All of us have opportunities in our positions where we need to influence others to think differently or to behave differently. ¬It is critical not to force
change upon your partners. Understand their perspective and needs. We are able to influence and maintain effective business partnerships by having
consistent LP programs, initiatives, and staying in front of opportunities and the ever changing needs of the retail environment. As a LPM you need
to understand the entire retail business and challenges of others. In retail, it is important not to become a sales prevention team. It is one thing to
recognize the opportunities and it is another to come up with viable solutions to correct the issues that will have positive effect on shrink, sales and
profit.
Why would you recommend that a person obtain their CFI certification?
It is a great opportunity and of critical importance to reinvest in your own career and learn from some of the best people in the industry. As a CFI
you will have the ability to network with leaders in your field, utilize the IAI/CFI as resource for continued education, keep yourself well informed
and updated on interview techniques, trends and information from a legal aspect.
Do you look for the CFI designation when you are looking to fill positions?
The CFI designation is a very important designation to have. Industries, people and the economy are constantly changing. Continued education
and certifications like CFI are very much encouraged for our associates to stay current with the latest developments, skills and techniques required in
the field of loss prevention.
Video
Interviewing Tips
Make sure to check out all of IAI’s Interviewing Tips!
This month, Angela Nino, CFI focuses on “Innocent Fear.”
Check it out!
https://www.youtube.com/watch?v=-HL9IOy0F2w
WHAT DOES YOUR SIGNATURE LOOK LIKE?
Daniel Lumbard, CFI
Regional Loss Prevention Manager
Territory 4, Region 26
Cell: 609-694-0624
efax: 609-589-2072
Efax ext: 1072
Interviewers, Investigators and Asset Protection
Professionals Have Challenges
41% of retail shrink –
equaling $18.1 billion to
U.S. retailers – attributed
to employee theft
Shoplifting & ORC –
”hybrid” forms of retail
shrinkage that may involve
employee colluders –
cost U.S. retailers an
additional $14.6 billion
Online/ cyber fraud –
which low integrity
employees can facilitate –
cost North American
merchants an estimated
$3.5
billion in 2012
011001100
100101010
010101100
2012 National Retail Security Survey
(2014)
2012 National Retail Security Survey
(2014)
CyberSource’s 2013 Online Fraud Report
(2013)
General Dynamics IT
Has Solutions
Organizations leverage our range of Human Capital Risk Management assessments to identify trustworthy, productive
and lower-risk applicants and employees.
–
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The Reid Report® Risk Assessment for integrity, ethics and productivity
Information Security Admissions Express for cybersecurity risk exposures
Organized Retail Crime Express to deter employee collusion with ORC
Employee Safety Inventory for accident prevention
Employee Attitude Inventory for efficient investigations and theft audits
Express Scales for sales, service, drug avoidance, dependability and more…
Prou
our 2 dly in
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For inquiries about these or other assessments from our Human Capital Risk Management team,
or our consultative solutions that can help improve your bottom line, please contact Eric Hutchison
at [email protected] or 312-242-4428.
[email protected] • www.hcrm.gdit.com
Copyright © 2014 General Dynamics Information Technology. All Rights Reserved.
Objective Investigations
vs Confident Interviews
By: Adam Smith CFE, CFI
Originally printed in LP Magazine’s eNewsletter
As a loss prevention professional, chances are that you conduct internal theft interviews. Furthermore, it’s probably the
skill that impresses our business partners the most. You’ve no doubt been told several times that a particular person would
not admit, only to have a written statement within an hour. These admissions can amaze business partners, as if you just
performed a magic trick. Most departments invest in formal training in order to hone this skill. As a loss prevention professional, it’s a skill that may be a prerequisite to some positions. A seasoned interviewer typically has a high degree of success
in obtaining admissions. However, sometimes they don’t admit. Why?
A seasoned interviewer
typically has a high degree
of success in obtaining
admissions. However,
sometimes they don’t
admit. Why?
This is a question that Wicklander-Zulawski has examined
extensively. Using numerous interviews and research, they have
concluded that the overriding criteria whether a person will
admit is based upon that person believing that there is enough
evidence to demonstrate that they committed whatever act is
being investigated. Said another way …they believe that they
have been caught. I don’t think you would find many that would
disagree with that statement. There would be no real incentive in
admitting to something unless there was a belief that the evidence would lead most people to conclude that the person did
commit the act. At a certain point, a decision has to be made between becoming a liar and admitting guilt. If guilt is clear,
the accused stands to gain more sympathy for an admission than continuing to lie. This could explain why people were so
outraged at Pete Rose’s continued denial of sports betting.
While this may explain how a person arrives at the decision to admit, it doesn’t necessarily answer the question as to why
they believe that they have been caught. In some cases, evidence may be presented that demonstrates a tangible reason for
continued...
Objective Investigations vs Confident Interviews continued
the admission. However, many interviews do not include evidence during the interview, which begs the question as to what
convinced the person to admit. Rationalization helps someone save face during the admission, but does not satisfy the belief
that the person has been caught. Skilled interviewers evaluate behavior and responses to gather information that they were
not previously aware of. The act of observing behavior in order to get to the right questions may be enough to convince
someone that they have been caught.
However, the confidence of an investigator may be the most important component in obtaining an admission. In an interview where evidence is not presented, the person being interviewed has very little information to use. Confidence of the investigator may be the difference-maker. Most would agree that confidence plays a role in many things, from dating to going
for a job interview. It may be just as important in conducting internal theft interviews. However, the concept of confidence
is abstract. There is not a device to measure it – we just feel it.
However, the concept of confidence is abstract.
There is not a device to measure it – we just feel it.
There are many schools-of-thought on the subject on confidence. Some believe that we use body language in order to communicate subconsciously with each other. There are also instances in which we are consciously aware of body language. As
mentioned above, there are physical indicators that we are aware of that are useful in making certain determinations. However, there are some that believe there is also a subconscious component to body language. Malcolm Gladwell, an EnglishCanadian journalist, bestselling author, and speaker wrote about the phenomenon in his book titled “Blink”. Gladwell noted
several examples in which certain people were able to come to conclusions but not be able to explain how they arrived at
those conclusions - they just knew. Some would argue that these people are subconsciously picking up on behavior that they
are not aware of, allowing them to make accurate conclusions.
Body language is widely accepted, and the idea that we could subconsciously collect information is not far-fetched. However, some scientists are convinced that there is an interconnectedness that extends beyond body language. Rupert Sheldrake,
an English author, lecturer, and researcher in the field of parapsychology, has been conducting experiments of this type of
phenomenon for years. In one study, he claims to have proven that people become aware of being stared at from behind.
Without any other knowledge, these subjects were able to predict when they were being looked at by another person. Without any other information, this should not be possible. Quantum physicist Amit Goswami has conducted experiments to
scientifically demonstrate interconnectedness between people, which he believes quantum physics play a role in. While interesting, there is no scientific consensus on any of these theories.
As loss prevention professionals, it may not be important to understand how
we communicate confidence, but we may benefit from understanding when we
communicate confidence. In some cases, the evidence is very convincing, but an
admission is not obtained. It’s hard to imagine a scenario in which the interviewer would be more confident. Perhaps this flies in the face of the confidence
theory. However, there may be times in which the evidence is clear, but the
investigator is not communicating confidence. During the investigative process,
confidence is usually discouraged. This allows the investigator to stay objective
during the investigation. Too much confidence during an investigation could
result in “blinders” causing the investigator to only look for evidence that supports guilt and ignore evidence-supporting innocence. You may have heard the
term “prove innocence” during an investigation. This is a great rule-of-thumb to
stay objective during an investigation, but it does not allow for any confidence.
Thus, there may not be a transition from objective investigator to confident
interviewer, even in times when the evidence is clear.
continued...
Objective Investigations vs Confident Interviews continued
Thus, there may not be a
transition from objective
investigator to confident
interviewer, even in times
when the evidence is clear.
If confidence is an important factor in successful internal theft
interviews, the dichotomy of the investigation and interview
may need to be addressed. A thorough and objective investigation can instill confidence, therefore once the transition is made
from investigation to interview, it may be helpful to consciously
be aware that the investigation clearly demonstrates what occurred. At this point, it’s acceptable to allow confidence to play
a part. This transition may reduce the amount of denials in
internal theft interviews, allowing the interviewer to obtain an
admission and the employee to save-face.
This article was originally printed in LP magazine and can be found here:
About the Author
Adam Smith CFE, CFI is the senior regional manager of asset protection for
Winn-Dixie’s Montgomery region, which includes stores in Alabama, South
Georgia, and the Florida panhandle. In this role, Smith manages shrink reduction,
safety programs, and investigations. He began his loss prevention career twelve
years ago with Parisian department stores, and has a Masters in Business Administration (MBA) from the Florida State University. Smith can be reached by eMail
[email protected]
CFI’s case summarized in Forbes
Verizon Fraudster Buys Girlfriend Cosmetic Surgeries From Cisco Parts
This one is sort of a Dog Day Afternoon story except for the bank robbery and the sex change operation. Other than
that, it’s dead-on; well, okay not exactly dead-on but close enough.
On December 9, 2011, Michael W. Baxter, 62, BallGround, GA, wound up in a bad place – he was arraigned in federal
court in the Northern District of Georgia pursuant to an Indictment that charged him with 15 counts of mail fraud and
15 counts of wire fraud. By any measure, 30 counts of fraud is a prodigious accomplishment for one guy.
According to federal prosecutors, Baxter was a network engineer in Verizon Wireless’s Alpharetta, GA regional headquarters from 1994 through 2010. That sounds like a nice job and I’ll be he pulled down a nice bit of change for his labors.
In any event, during Baxter’s tenure, Verizon Wireless purchased “extended warranty” contracts on certain network
communications equipment (for example, processors and cards) from Cisco Systems, Inc. Under the warranties, Cisco
Systems was required to service a malfunctioning part, or, if necessary, replace it. A key feature of the Verizon-Cisco arrangement was that in order to avoid potential interruptions in Verizon Wireless’ network, Cisco agreed to replace parts
in advance of receiving the malfunctioning unit.
www.certifiedinterviewer.com
QUOTE
of the Quarter
ON THE MOVE
JANUARY 2014
Jim Kerr, CFI is now Manager of Investigations for Group O.
Brandon Mathews, CFI is now Program Director for Intervention Community Corrections.
Jay Martin, CFI, CPP, CFE, has relocated to Santiago, Chili to be with Goldcorp as the Regional Security Manager for Central and South America.
Doug Selby, CFI has been appointed to the Safety and District Asset Protection Manager for Big Lots.
Jeff Mangold, CFI was named Regional Loss Prevention Manager for GameStop.
Ishaq Ayoub, CFI was named Regional Loss Prevention Manager for Best Buy.
Mark Trimmer, CFI was named District Asset Protection Manager at Big Lots.
Gina Guardamondo, CFI, LPC is now Director of Loss Prevention at Finish Line.
Hector Erazo, CFI is now the District Asset Protection Supervisor for Northgate Markets.
Randy Guarneri, CFE, CFI is now District Loss Prevention Internal Field Auditor for EZCORP.
Daniel Lumbard, CFI, MBA has a new position; Regional Loss prevention Manager - Burlington Coat Factory.
Timothy Maurer, CFI is now Regional Loss Prevention Manager at Hot Topic.
Brian Kirby CFI, LPC is now Director of Loss Prevention at Columbia Sportswear.
Brian Quast, CFI is now Regional Loss Prevention Manager Mid-West USA at Limited Brands.
Dan Ensing, CFI is now Investigator at JPMorgan Chase.
Ian Stan, CFI was named Manager of Loss Prevention for The Cheesecake Factory.
Hecter Erazo, CFI was named District Manager of Asset Protection for Northgate Markets.
Duarte Monteiro, CFI was named Director of Loss Prevention at Catherine’s.
Lisa Benson, CFI was named Director, Asset Protection - Internal Investigations for Saks Fifth Avenue.
FEBRUARY 2014
Ashlee Beckham, CFI is now District Manager of Investigations at Macys.
Brian Stromberg, CFI is now Regional Vice President of Loss Prevention, North Central Region at Macy’s.
Lisa Wodek, CFI, CFE, CCS is now Senior Investigator - Loss Prevention at US Foods.
Richard Zapata, CFI is now President, New Business Development at Icon Building Solutions.
Ray Cotton, CFI was promoted to Chief Compliance Officer for Lumber Liquidators.
Mark Jackson, CFI was named Area Asset Protection Manager for Big Lots.
Adalbert Martinez, CFI was promoted to Senior Regional Loss Prevention Manager with CVS Caremark.
Syed Raza, CFI was promoted to LP Director of Home Services at Sears Holding Corporation.
Shaun Gilfoy, CFI was named Director Regional Security North & South America for Levi Strauss & Co.
Eddie Foley, CFI was promoted to Director of Investigations and LP Operations for Tractor Supply Company.
Chris Fontana, CFI was named Area Asset Protection Manager for Big Lots.
MARCH 2014
Wallace Phillips, CFI is now Area Asset Protection Manager at Big Lots.
Chris Lutgen, CFI is now Animal Control Officer at Lake Havasu City.
Shawn Vanderwerf, CFI is now Live Observation Control Center - Manager for Bealls Inc.
Carmen DuBose, CFI was promoted to Regional Vice President of Loss Prevention for Hibbett Sports.
Jeremy Bailey, CFI was promoted to Regional Vice President of Loss Prevention for Hibbett Sports.
New CFIs
DECEMber
JANUARY
FEBRUARY
William Bowers
Daniel Ensing
James Hawkins
Elizabeth Johnson
Ki Johnson
Michael Karis
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Alan Romero
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Mark Totman
Gayle Wagner
Kwame Acree
Andrew Adams
Jacquelinne Aderhold
Michelle Anderson
Nelson Badillo
Jason Beliles
Judith Bradford
Brandon Bradley
Janel Dreisbach
Corey Freeman
Andy Gonzalez-Santiago
Jason Keller
Kenneth McLean
Michael Noble
Barry Pruitt
Kris Pukdam
Randy Sargent
Ryan West
John Barbul
Christopher Bellamy
Shanna Gianchiglia
Marlon Jones
Lisa Kelleher
Audra King
Timothy Larson
Kirt Lovett
Christopher Maitland
Stoney Mathis
Robert McLauglin
Trevor Noisworthy
Joshua Phillips
Edward Rainey
Kevin Robinson
Alvin Santiago
David Strom
James Swanson
Jason Trichel
CISA
The objective of this certification
program is to create comprehensive,
universally accepted professional standards
combined with an objective measure of an
interviewer’s knowledge of those standards.
The ultimate goal is that every person and
every organization with a stake in
interviewing will benefit from the program,
as will the reputation and effectiveness of
the entire profession.
CFIs Recertified DEC. 2013 - FEB. 2014
DECEMber
Anthony Aloisio
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Jonathan Goodrich
David Hughes
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JANUARY
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Dustin Hudgins
Gary Hutchinson
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Lewis Langley
Sarah McCoin
Samuel McCosh Jr.
Donald Messner
James Moore
Ruben Perez
David Powers
Carlos Prudencio
Sandra Ruth
Heather Sliemers
Everett Stein
William Suthard
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Mark Trimmer
Sarah Winborne
CFI Code of Ethics
FEBRUARY
victims, witnesses, suspects or other sources
Joe Allred
Barry Berkowitz
Jennifer Cannon
Judson Christensen
Jennifer Dayss
Matthew Dobbins
Patrick Fairley
Clifford Glass
Roger Gleason
Edward Henkel
Aran January
Paul Joeckel
Priya Kamath
Fredrick Larsen
Justin MacIntyre
Anthony Maddox
Emery Orozco
Teresa Rios
Gregg Smith
Scott Tranum
William Turner
Lisa Wodek
The Certified Forensic Interviewer is a
professional with the expertise to conduct
a variety of investigative interviews with
to determine the facts regarding suspicions,
allegations or specific incidents in either
public or private sector settings.
The Certified Forensic Interviewer
demonstrates understanding of legal aspects
of interviewing and proficiency in interview
preparation, behavioral analysis, accusatory
and non-accusatory interviewing,
documentation, and presentation of findings. Click here to link to the complete
CFI Code of Ethics.
Up for re-certification
APRIL 2014
Brian Fuller
Gina Guardamondo
Warren Najarian
Paul Paglia
Richard Pope
Chanel Price
Nathan Prusi
Edwin Quijada
Darryl Rabel
Pablo Rivera
Flint Roufs
Julie Rowe
Andrew Schneider
Brian Stromberg
Dan Vogt
William Wells, Jr.
Charles Werner
Roderick Wilbum
MAY 2014
JUNE 2014
Robin Gonzalez
Jose Gonzalez
Sara Gooch
Mia Johnson
John Lervold
Timothy Maurer
Greg Millinger
Alan Mendoza
Denise Michaud
Patricia Mincey
Steven Morand
Adam Oberdick
Joseph Reyes
Michael Riddle
Joanne Ryan
Margaret Schwingel
Jarod Stockdale
Robert Sydnor
Sarah Torrez
Jessica Tran
L. Tabaugh
Brian Frasier
Chad Hastings
Christopher Haye
Joseph Kertis
David Nelson
Jody Nidiffer
Trent Peebles
Ricardo Pellafone
Joseph Rezendes
Robin Rosario
Nancy Schuneman
Steve Schwartz
Stephan Skoog
Mellisa Slavik
Stephen Smith
Daniel Smith
Michael Zang You
David Zwernemann
Up for IAI Membership Renewal
MARCH
Richard Thompson
Chris Young
Larry Resar
Oneil James
Douglas Diamond
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John DiMartino
Kevin Schwartz
APRIL
Miguel Bonilla Roman
Ronald Flores
B.D. Gore
Karen Meunier
Kris Pukdam
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IAI New Members
DECEMBER
JANUARY
FEBRUARY
Alberto Chavez
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Chip Coleman
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Sergio Dominguez
Carlos Garcia
Nicholas Ferguson
Greg Goepfert
Terry Hennessee
Debi Hooks
James Johnson
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P. Thomas
John Allen
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Delta Pannell
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Danny Snow
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Crystal Williams
Get
the
Gear
In addition to the CFI Coin, we
have received requests for numerous CFI items. While several
are under development, including a new logo for shirts, we do
have 40 commemorative CFI
leather bound folders available.
The cost is $30.00 plus shipping.
Click HERE to order yours today!
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IN THE MEDIA
For more CFIs in the MEDIA
Adam Smith, CFE, CFI wrote Why
Bitcoin May be the Solution to POS
Data Hacks on March 6, 2014 in the
LP Thursday Retail News You Can Use.
Click Here
Brian Fraiser, CFI wrote Choosing Truth
Over Self in Life and Loss Prevention in
the D & D Daily on March 6, 2014.
Click Here
Mark Neapolitan, CFI wrote How Do
We Make Ourselves Better? In the D & D
Daily on February 27, 2014.
Click Here
Byron Smith, CFI wrote 2014 Performance
Management in the D & D Daily Thought
Challenge on February 4, 2014. Click
Here
Joe Biffar, CFI wrote Retail is a Team Sport
in the D & D Daily on January 31, 2014.
John Millner, CFI was recently on CBS
referencing a “telling lies” segment and mentioned the Certified Forensic Interviewer.
The piece can be found here
CFIs speaking at 2014 ILEETA
Conference and Expo
Joanne Ryan, CFI presenting on Choose Your Words Wisely with the Cook County State’s Attorney Office
Thomas McGreal, CFI speaking on Criminal Interview and Interrogation from WZ.
NSIDER
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• CFI Scholarship
• Elite Training Day registration
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Visit our partners’ RILA
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Thank You and We Need You!
We thank these CFI Committee volunteers and we plea for more!
Our volunteers make the CFI designation what it is today! Be active in 2014 by joining a committee.
Remember: A committee volunteer receives four (4) Continuing Education Credits toward recertification!
Pick one below! Sign up
CONTINUING EDUCATION COMMITTEE
Wayne Hoover, Wicklander-Zulawski, Inc.
Raymond Cotton, Lumber Liquidators
Bill Suthard, Barnes & Noble
Bill Dietzen, Auto Zone
Benjamin Robeano, Big Lots
Andrew Barborak, Gander Mountain
David Miglin, Big Lots
David Dehner, Silver Creek Associates
Dan DiMatteo, Portland Police Department
Christopher Lutgen, LP Solutions
Cheryl Floccare, Tractor Supply Company
CharlesWerner, Nordstrom
ChanceBowlin, Petco
Brian Kirby, Columbia Sportswear
Lewis McFarland, Tilly’s
Lansing Williams, Big Lots
Kevin Thomas
Ken Gladney, Half Price Books
Karen Sandoval, Ueltzen & Company LLP
JoshuaAnderson, Sportsman’s Warehouse
Jody Kershaw, Shopko Stores Operating Co., LLC
Jodie Murphy, Gap Inc.
JeremyBailey, Hibbett Sporting Goods
Jason Lotts, CVS/Caremark
Jane Woodland, Global Security and Investigations
JPM Chase
NEW ORGANIZATIONS
Romero Law, APC
Silverwood Theme Park
DynCorp International FZ
Houchens Industries
Greenbriar Treatment Center
McCoys Building Supplu
Hunt Oil
US Department of Veteran’s Affairs
James Carr, Rent-A-Center
Jack Ternan, G4S Secure Solutions
Garth Gasse, RILA
EverettStein, Tractor Supply Company
Elena Hollenbeck, Nike
Suzanne Castillo, Ralph Lauren
Steve Schwartz, Kohl’s
Stephen Munson, Harbor Freight Tools
Shauna Vistad, Blue Cross Blue Shield ND
Shane Jennings, Music & Arts Centers Inc
Scott Martyka, PetSmart
Roderick Cabrera, Tillys
Robert Figueroa, Rent-A-Center
RichardPortmanWWVes
Michael Berry, Walt Disney World
Matthew Morgan, Goodwill Industries
of Southeast Wisconsin
Valerie Marie Knowles, Bloomingdales
WilliamWells, Rite Aid
JoshuaBrookes, Chicos
membership committee
NE CHAPTER
Christopher Finck, AAFES
Wayne Hoover, Wicklander-Zulawski, Inc.
Melissa Lauricello, Brooks Brothers
Jason Lotts, CVS/Caremark
Mike Marquis, TJX Companies
Melissa Mitchell, Lifeway Christian Stores
Joseph Picolla, US House of Representatives
Thomas Stein, Ollie’s Bargain Outlet
Erik Van Herik, Office Max
Douglas Wicklander, Wicklander-Zulawski &
Associates, Inc.
Kym Willey, Luxottica Retail
Jennifer Ziegler, Wicklander-Zulawski &
Associates, Inc.
Mike Marquis, TJX Companies
Richard Manning, Federal Bureau of Investigation
Andre Stevens, Northampton District Attorney
Alfredo Guilfuchi, The Timberland Company
Frank Honey, Gap
Eric Means, Armani Exchange
Elisha Toye, Kohl’s
David Lu, Apple Inc.
David Kinkeade, Hat World
David Dehner, Silver Creek Associates
Christopher Batson, Gap
Charles Cherry, Ann Taylor
Stephen Dubeck, Petco
S. Andrew Awad, AT&T
Nathan Prusi, Starbucks
Michelle Cabrita, Burberry’s
Michael Toledo, American Eagle Outfitters
Kourosh Aliha, Sprint
Juan Ospina, Michael Kors
Joseph Rezendes, Radio Shack
Joseph Conte, FedEx
Joseph Barbagallo, Citrin Cooperman & Company
Jonathan Goodrich, PetSmart
John Nicholson, Office Depot
John McLean, Macy’s
John Fice, LP Innovations
Jason Ploof, Armani Exchange
Jason Adams, Gap Inc.
Timothy Kneidel, CVS Caremark Corporation
Steven Palumbo, Tiffany & Company
William Angiolillo, LP Innovations
David LoPriore, Elemental Intelligence Systems
Scholarship Committee
Katie Ayala, Asset Protection Associates
Towanna Bazile, Cricket Communications
Joseph Biffar, Chico’s FAS Inc.
Chad Borstein, Lowe’s
Dustin Brown, SpartanNash
Matthew Dawson, CVS Caremark Corporation
Robert Gibson, JCPenney Company Inc
Chris Girone, Office Depot
Michael Hannon, Staples
William Hill, AmeriCold Logistics
Mark Jackson, Big Lots
Tom Kelly, JC Penney
Deborah Lanford, CVS
Timothy Lapinski, Abercrombie & Fitch
Kevin Larson, Kroger
Gloria Lopez-Whitman, TJX Marmaxx Group
Justin MacIntyre, Von Maur
Scott Martyka, PetSmart
James Mullaney, Family Dollar
Michael Narciso, URBN
Daniel Taylor, Panera LLC
Victoria To-Dowd, LUSH Fresh Handmade Cosmetics
William Turner, Radio Shack
Kati Wisniewski, Ratner Company
NSIDER
RATIONALIZATION Committee
WEBSITE Committee
Michael Ferlotti, Harris Teeter
Robert Figueroa, Rent-A-Center
Bryan Gittings, Limited Brands
Elena Hollenbeck, Nike
Wayne Hoover, Wicklander-Zulawski, Inc.
Paul Joeckel, Auto Zone
Robert LaCommare, Tween Brands, Inc.
Thomas McGreal, Wicklander-Zulawski & Associates, Inc.
Andie Millaway, Petsmart
Eric Rode, Office Depot
Randy Tennison, Walt Disney Parks and Resorts
ShaunaVistad, Blue Cross Blue Shield ND
Mindy Solt, Gap
Joshua Brookes, Chicos
Robert Figueroa, Rent-A-Center
Kathryn Fox, Kroger
Wayne Hoover, Wicklander-Zulawski, Inc.
Valerie Marie Knowles, Bloomingdales
Elena Mencos, Ulta
Doug Newsome, Goodwill Industries of Upstate/Midlands
Mathew Nickoson, North Coast Protective Services
Michael Peters, Rite Aid
David Ryack
Tonya Sjolin, Sur La Table
Kevin Thomas
Graham Twidale, 7-Eleven Inc.
Rationalization of the Quarter
The Rationalizations Committee adds Useful Rationalizations to the Matrix Quarterly for Interviewers to have access to different topics for their
interviews. Here is a Rationalization based on Gang Initiation:
• 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. Statement sof fact and opinions made are the responsibility of the authors and do not imply an
opinion on the part of CISA, 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 CISA.
Submit an Article CFIs!
All CFIs are invited to submit articles, book reviews or other materials for publication. Submission of an
article to CFInsider does not guarantee it will be published.
CFInsider reserves the right to edit any article for grammar, clarity, and length, but the content or opinions
contained therein will be those of the author.
Publication of an article, its contents, and opinions do not necessarily reflect the opinion or beliefs of
CFInsider or the Advisory Committee.
Letter from the EDITOR
When I saw the title to this edition of the CFInsider, I was intrigued. My eight year- old daughter
has recently been the victim of bullying at her school so this was a timely topic in our house.
She’s in 3rd grade and experiencing this for the first time, trying to navigate with the help of her
teacher and her parents. I can see how much it has affected her as a child and know, that even as
adults, we can be deeply affected by hurtful actions of others. As you’ll see in the article, bullying
is a lot more than what we used to consider like pushing, fighting and name-calling. It consists of
exclusion, intimidation and gossip as well. How could this apply to our interviewing techniques?
After reading the article, look back on your interviewing career and consider whether you or
someone you have observed conducting an interview may have engaged in “bullying” during an
interview. What methods have we used that could be called into question should a “bullying bill”
be passed? I believe that the CFI designation and the rigorous testing and requirements will stand
up to any “bullying bill” that is passed, its up to the practitioners to use their training correctly.
What a great connection to Adam Smith’s article on confidence in this edition! Adam wrote
about the effects of confidence and the lack thereof on an interviewers success. To stretch it a
little further…can an investigators over-confidence be mis-interpreted by the subject? What if the
subject feels bullied?
It would be fantastic to keep this conversation going with our fellow CFI’s; an opportunity to do
just that is coming up at the Elite Training Day in Nashville. From past experience, ETD has
provided top-notch speakers as well as many chances to interact and network with like-minded
professionals. I hope to see you there!
Stefanie Hoover, CFI
North America Business Development Manager
Verisk Retail, a unit of Verisk Analytics
NSIDER
A publication from the International Association of Interviewers
2014 ISSUE 1