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Interview and Interrogation: The Do's and Dont's

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Interview and Interrogation: The Do's and Dont's

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Interview and Interrogation: The Do's and Dont's

  1. 1. 6/28/2017 1 Interview and Interrogation: The Dos and Don’ts Wayne Hoover, CFI, Vice President, CFI Programming, Wicklander-Zulawski & Associates, Inc.; Mike Marquis, AVP, Loss Prevention, The TJX Companies and Shane G. Sturman, CFI, CPP, President, Wicklander-Zulawski & Associates, Inc. INTERVIEW & INTERROGATION: THE DO’S AND DON’TS MIKE MARQUIS, CFI – AVP - THE TJX COMPANIES SHANE STURMAN, CFI, CPP – PRESIDENT & SENIOR PARTNER - WZ L. WAYNE HOOVER, CFI – SENIOR PARTNER - WZ
  2. 2. 6/28/2017 2 $33B sales•3,800 stores•235k Associates RE-DIRECTING TO AVOID DEVELOPMENT ERRORS • Learn to expand admissions & gain valuable information • Gain information about co-conspirators and methods used • More thoroughly validate and develop admissions
  3. 3. 6/28/2017 3 DEVELOPMENT OPPORTUNITIES • During the Investigation • Interview Preparation • Introductory Statement • Continues After the First Admission 5 DEVELOPMENT RE-DIRECTION TOOLS • Mini Rationalizations • Investigation as a third person – Using the Investigation as a Wedge • Intentionally random • Building for the Re-Direction – Assumptive scenarios – Money, Merchandise, Implications, Reasons, Processes 6
  4. 4. 6/28/2017 4 DEVELOPMENT ERRORS • Lack of Rationalizations – Missing Behavioral Clues • Teaching to say “NO” – Handling Denials – Being Predictable • Use of Evidence – Improperly Prepared • Assumptive Questions – Too specific – Too high/low FOUNDATION BUILDING • Mini Rationalizations – Anticipate hurdles: financial, future state, fear – Help them overcome the hurdles – They aren’t in it alone – They aren’t the first “This is all new to you. I have worked with a lot of people to get through these things and you are doing really well. I am glad you want to work through this.” 8
  5. 5. 6/28/2017 5 MINI RATIONALIZATIONS • They’ve come a long way • They need to put it all behind them • They are making a difference 9 10 Mini Rationalizations Yuseff video inserted here need to edit down to a few examples from currently a longer version
  6. 6. 6/28/2017 6 FOUNDATION BUILDING • Investigation as a Wedge – One of the main reasons people confess is they think the investigator already knows. – Consider the investigation is a person in the room. 11 12 Investigation as a Wedge Chris Expense fraud case Video to be inserted here.
  7. 7. 6/28/2017 7 INTENTIONALLY RANDOM • Rule of Two – Teaching to say “NO” • Make Sure You Hear What You Hear – “That’s about it” – “Not sure” • Build Redirect – People, process, merchandise, money, reasons 13 RE-DIRECT PURPOSE • Determining the whole truth • Prevent someone from learning to lie to you – Over use of the Behavioral Peak of Tension – “Nothing else is there?” • Understanding the “how” & “why”
  8. 8. 6/28/2017 8 • Video of redirecting. Changing from cash to people, or something similar. • Panty Case again? RE-DIRECT OPTIONS • Construct a statement / question that changes development direction – Merchandise • “The investigation clearly shows a loss of merchandise as well, and we would like to figure out if there is a way to get some of that back or if it’s already been sold…” – Money • “We understand that money was taken as well and I want to discuss the ways in which that happened…” 16
  9. 9. 6/28/2017 9 RE-DIRECT OPTIONS (Continued) • Construct a statement / question that changes development direction (Continued) – Process • “Clearly, there are some gaps in our procedures that made this easy to do, what could we have done differently…” – Reasons • “Everyone has a reason for doing things outside of their character. I want to understand what caused you to do this…” 17 ASSUMPTIVE SCENARIOS • “I’m just as concerned with the people who were near you when…” • “Obviously this is not something you thought of on your own, who taught you how to do this?” • “I’ve learned that everyone has reasons for when they XXX, which manager was the easiest to pull this off on?” 18
  10. 10. 6/28/2017 10 RE-DIRECT CAUTIONS • Remember where you changed direction – Don’t leave admissions on the table • Understand the business – Don’t say the unbelievable • Multiple approach to each admission – Substantiation • VIDEO of someone changing direction for development. – Possibly Yuseff and the laughter of naming everyone in the whole warehouse – Other options?
  11. 11. 6/28/2017 11 RE-DIRECTING TO AVOID DEVELOPMENT ERRORS • Learn to expand admissions & gain valuable information • Gain information about co-conspirators and methods used • More thoroughly validate and develop admissions

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