Course Overview

Internal theft is a persistent and costly risk that every business—regardless of size or industry—will face at some point. Whether it's merchandise theft, cash register discrepancies, or unauthorized asset removal, the ability to properly investigate internal theft is crucial to reducing losses and protecting the business from legal exposure.

This course gives attendees a complete framework to professionally and ethically conduct internal theft investigations—from initial report through final resolution. Participants will learn to manage complaints, collect and preserve evidence, conduct structured investigative interviews, and obtain legally defensible admissions.

What Attendees Will Learn

• How to receive and document anonymous and non-anonymous theft complaints

• Proper handling of complainants and initial disclosure requirements

• Standards for preserving evidence integrity and documenting chain-of-custody

• Decision-making guidance on when to escalate to a formal interview

• Interview preparation, room setup, and witness positioning

• How to obtain verbal and written admissions without threats or coercion

• How to close investigations professionally, with or without law enforcement

Exclusive Feature: The Aviana Interview Model (AIM)

Most models fall into two extremes—high-pressure police-style interrogation or overly passive rapport-building. The Aviana Interview Model (AIM) merges the best elements of both to form a 5-stage, 23-step approach rooted in psychological progression: Warmth → Pressure → Fear → Resignation → Reality

This model equips interviewers to gradually escalate or de-escalate as needed, allowing them to navigate subjects from resistance to resignation without confrontation. AIM is designed for use in professional business environments and emphasizes voluntary, validated, and well-documented admissions.

Course Modules

1. Receiving the Allegation
   – Handling in-person, anonymous, and third-party reports
   – Maintaining neutrality, confidentiality, and legal posture

2. Evaluating the Evidence
   – Defining admissible vs. inadmissible evidence
   – Documentation standards and chain-of-custody best practices

3. Conducting the Interview
   – Prepping the environment, witness, and materials
   – Using AIM to guide the subject from rapport to admission

4. Securing the Admission
   – Techniques to gain and validate verbal and written statements
   – Avoiding legal traps, coercion, and missteps

5. Final Resolution
   – Terminating interviews properly
   – Post-interview options: internal action vs. law enforcement referral

Key Takeaways

• A complete and repeatable investigation framework

• Printable disclosure scripts, witness guidelines, and room setup diagrams

• Over 100 low, medium, and high-pressure interviewing tactics

• Reduced litigation risk and increased investigative confidence

• Immediate application to real-world cases after training

Who Should Attend

• Businesses without a formal investigative framework

• Teams experiencing cash loss, inventory shrink, or internal fraud

• HR or AP teams looking to standardize interviews and reduce liability

• Leaders who want to professionally manage internal incidents and avoid legal exposure

Delivery Options

• In-Person: Delivered on-site at your business or preferred location

• Virtual: Live instructor-led training via Zoom

• Custom: Private training sessions with tailored case examples and discussion

Course Overview

External theft, including shoplifting, remains a significant source of loss for retail businesses. This course teaches a structured, legally sound approach to investigating suspected external theft incidents. Developed in partnership with law enforcement and legal experts, the content centers on establishing key evidence elements that protect the business, the investigator, and the subject throughout the investigative process.

Participants will learn how to recognize lawful grounds for surveillance, conduct continuous observation, appropriately approach and detain suspected shoplifters, and make informed decisions about prosecution and trespassing. The training focuses on non-physical engagement tactics, confidentiality, legal compliance, and maintaining safety for all parties involved.

What Attendees Will Learn

• The five critical elements required to lawfully continue a shoplifting investigation beyond initial surveillance: Alert Signal, Selection of Property, Intent, Continuous Observation, and Exiting the Facility

• Recognizing and documenting common alert signals and suspicious behaviors without bias or discrimination

• Maintaining continuous, unbroken observation and managing risks related to losing sight of the subject

• How and when to lawfully approach and engage suspected shoplifters in a non-confrontational manner

• Proper procedures for detaining suspects, including witness requirements and subject identification

• Legal and company policy considerations when recovering merchandise and deciding on prosecution or trespass actions

• Best practices for releasing subjects and contacting law enforcement when appropriate

• Prohibited conduct to avoid liability and ensure compliance with laws and company policies

Course Modules

The Five Elements of Theft

• Defining and recognizing alert signals

• Confirming selection of company property

• Assessing intent to steal through behavior

• Importance of continuous surveillance

• Procedures at the point of exit

Approaching and Engaging Suspects

• Obtaining witnesses for safety and legal support

• Delivering opening statements confidently and respectfully

• Handling cooperation, resistance, and threats

Detaining Suspects

• Legal considerations and maximum detention times

• Proper witness selection and roles

• Identification verification and documentation

Merchandise Recovery and Verification

• Confirming unpaid merchandise status

• Calculating value for prosecution purposes

Decision-Making for Prosecution and Trespass

• Internal criteria aligned with legal standards

• Working with law enforcement discretion

• Issuing trespass notices and managing restrictions

Subject Release and Law Enforcement Interaction

• Releasing adult and juvenile suspects appropriately

• Coordinating with parents or guardians when needed

• When and how to involve law enforcement

Prohibited Investigator Conduct

• Actions that violate laws or company policy

• Avoiding physical restraint, searches, and off-property pursuits

Key Takeaways

• A legally compliant and defensible approach to external theft investigations

• Confidence in conducting surveillance, detainment, and engagement

• Knowledge to protect your business from negligence claims

• Clear guidance to minimize risks of false accusations and legal challenges

• Tools for documenting and managing investigations effectively

Who Should Attend

• Loss prevention professionals and security teams

• Store managers and supervisors

• Retail operations and compliance personnel

• Anyone responsible for handling shoplifting investigations

Delivery Options

• In-Person: On-site training customized for your retail environment

• Virtual: Live instructor-led sessions via Zoom

• Custom: Private sessions with tailored scenarios and discussion

Course Overview

Workplace misconduct can arise in countless forms—from minor policy violations like extended breaks to serious allegations such as harassment, fraud, or discrimination. Every business, regardless of size or industry, must have a clear, structured process to investigate these complaints fairly, thoroughly, and legally.

This course arms attendees with a comprehensive framework to receive, evaluate, and investigate misconduct allegations, protecting the business from legal risks tied to negligence and non-compliance. Participants will learn best practices for collecting and preserving evidence, managing interviews, and resolving investigations with confidentiality and professionalism.

What Attendees Will Learn

• How to receive misconduct allegations from various channels, including anonymous reporting

• Best practices for creating a safe, confidential environment for complainants

• Guidelines on maintaining neutrality, confidentiality, and documentation during intake

• Methods to collect, preserve, and document physical, electronic, and testimonial evidence

• Managing chain-of-custody for all collected evidence to ensure integrity

• Standards of proof appropriate for non-theft workplace investigations

• Key disclosures and protections related to confidentiality, voluntary participation, and anti-retaliation

• Techniques for managing complainant and witness interactions

• How to effectively resolve investigations with clear, defensible conclusions

Course Modules

Receiving the Allegation

• Multi-channel complaint intake: in-person, written, phone, electronic, anonymous

• Creating trust: privacy, witness involvement, active listening

• Documentation essentials and follow-up commitments

• Handling anonymous reports with equal importance

Considering the Evidence

• Types of evidence: physical, electronic media, communications, interviews

• Collecting, preserving, and securing evidence

• Evidence chain-of-custody procedures

• Evaluating evidence objectively to support or refute allegations

Conducting Investigative Interviews

• Preparing for interviews while maintaining fairness and neutrality

• Effective questioning techniques and documentation

• Managing complainants, witnesses, and subjects professionally

Resolving the Investigation

• Applying the “more likely than not” standard of proof

• Making objective, legally sound conclusions

• Communicating outcomes to relevant parties while maintaining confidentiality

Investigation Disclosures

• Confidentiality protocols and expectations

• Ensuring voluntary participation and the freedom to leave

• Anti-retaliation protections for participants

Key Takeaways

• A repeatable, legally defensible framework for workplace misconduct investigations

• Tools to minimize risk of negligence and legal exposure

• Confidence in managing sensitive allegations with professionalism

• Clear guidance on evidence handling and interview disclosures

• Compliance with confidentiality and anti-retaliation standards

Who Should Attend

• HR and compliance teams tasked with managing workplace complaints

• Internal investigators and store leadership

• Operations and risk management professionals

• Business owners seeking to establish or improve internal investigation processes

Delivery Options

• In-Person: Tailored on-site training at your location

• Virtual: Live instructor-led sessions via Zoom

• Custom: Private workshops with case studies relevant to your industry