We examine a strategic corporate response to training needs in the retail arena.
Back in 2001, Sainsbury's Supermarkets Ltd's retail security training and development manager David Hatmil recognised the fact that, throughout many of the company's stores, confidence was low in the capability of the Security Field Teams to conduct investigations into colleague dishonesty.

Staff within the teams had received little or no training in interviewing techniques, and this was beginning to impact severely on the service they could offer to a given store.

To address the problem, a two-day training course was developed by Hatmil and Training For Success Ltd. A highly participative programme, it has been designed to meet the needs of all levels of previous investigative experience.

The course is configured to enable delegates (ie members of the in-store security teams) to identify the differences between open and closed questions, and demonstrate the necessary actions required to plan the interview process, acknowledge the needs of all individuals involved in the procedure, actually conduct an interview and then evaluate its outcome.

The course was developed following extensive consultations with personnel, store managers and members of the security departments.

Apparently, the course has "embraced an ethical and robust framework aligned to the needs of the security team within the demands of a retail environment".

Speaking about the course David Hatmil told SMT: "All previous misconceptions and concerns in relation to the investigation of colleague dishonesty have been replaced with a confident and vibrant expertise that allows in-store investigators to prepare for interview by integrating what is, and what is not known. They can then structure a plan that caters for all consequences – ranging from the suspect lying or making no comment to an admission or a mixture of all."

Aligned to company personnel policy, the course format also identifies the key acknowledgements ranging from welfare right through to the access of union representatives and friends.

Further good practice has seen the development of consistent interview areas that have allowed delegates to pair up and resolve a number of major offences (including high value fraud, deception and long-term cases of persistent staff theft).

In addition, a highly valued consequence of the training provision has seen the edification of interview coaching, whereby the more experienced investigators have been able to develop the skills of others by reference to the specific course themes.