Loss Prevention Training

Are you ready to begin your career in the Loss Prevention and Asset Protection industry?

Our Loss Prevention Training Course is designed for Canadians in the Private Security sector who are eager to develop the skills and knowledge needed to protect retail businesses.

Whether you're monitoring store activity or responding to theft incidents, this course will equip you with the tools necessary to succeed as a Loss Prevention Professional.

This course covers critical areas such as identifying suspicious behavior, utilizing surveillance techniques, and handling internal theft.  You will learn how to perform lawful detentions, follow Canadian legal guidelines, and prevent both external and internal theft.  Through case studies and real-world scenarios, you will gain practical experience in handling situations that LPOs face every day.

 

Course Highlights:

Legal Knowledge: Understand the legal framework for making lawful arrests, detaining suspects, and operating within Canadian regulations such as the Criminal Code of Canada.

Surveillance Techniques: Master the art of covert and overt surveillance to monitor and prevent retail theft effectively.

Theft Prevention Strategies: Learn how to spot shoplifting and fraud, both from customers and employees, while minimizing risk to the business.

Internal Theft Management: Recognize signs of employee theft and understand the delicate nature of handling internal investigations with professionalism.

Case Studies and Practical Scenarios: Apply what you've learned in real-world scenarios that simulate common theft situations and organized retail crime.

Whether you’re looking to start a career in loss prevention or expand your security expertise, this course offers the foundational knowledge and practical tools needed to become a successful Loss Prevention Professional in the Canadian retail industry.

 

Course Outline

 

Lesson 1: Introduction to Loss Prevention (3-hours)

 

This lesson provides an overview of the essential concepts and roles in retail loss prevention.  It introduces the importance of loss prevention in the retail environment, defines key terms and explores the various responsibilities of a Loss Prevention Professional.  The lesson highlights the integration of LPOs into retail operations and the daily challenges they face, including shoplifting, internal theft, organized retail crime, return fraud, and cybersecurity threats.

Through the exploration of these common security challenges, the lesson underscores the significant impact these issues have on retail profitability and operations in Canada.  Strategies for mitigating these challenges will be discussed, emphasizing the role of vigilance, collaboration, and advanced technology in maintaining a secure retail environment.

Overall, this lesson sets the foundation for understanding how loss prevention professionals contribute to the safety, security, and success of retail businesses.

Topic 1: Overview of Loss Prevention

• Introduction to the concept of loss prevention
• The significance of loss prevention in the retail sector

Topic 2: Definition and Importance of Loss Prevention

• Detailed explanation of what constitutes loss prevention
• The impact of loss prevention on a retailer’s bottom line and overall operations

Topic 3: Roles and Responsibilities of a Loss Prevention Professional

• Daily duties and tasks
• Skills and attributes required for effective loss prevention professionals

Topic 4: The Retail Environment

• Understanding Retail Operations
• Overview of retail store operations
• Key components and functions within a retail environment

Topic 5: Common Security Challenges in Retail

• Types of security challenges faced in retail settings
• Strategies to address and mitigate these challenges

 

Lesson 2: Legal and Ethical Considerations (3-hours)

 

Lesson 2 of the Loss Prevention Course provides a comprehensive understanding of the legal and ethical frameworks governing loss prevention professionals (LPPs) in Ontario, Canada. It covers essential topics such as the Canadian legal framework, including the Canadian Charter of Rights and Freedoms, the Criminal Code of Canada, and the Trespass to Property Act. These laws outline the legal limitations and responsibilities LPPs must adhere to, ensuring that actions like detaining suspects, using force, and enforcing trespass notices are lawful and ethical.

The lesson also delves into the ethical responsibilities of LPPs, drawing on the ASIS International Code of Ethics and Code of Conduct and the PSISA Code of Conduct. Key ethical principles such as integrity, fairness, confidentiality, respect for individual rights, and accountability are emphasized, helping LPPs make decisions that protect the rights of individuals and maintain the trust of the public and their employers.

The lesson uses real-world scenarios to illustrate how these laws and ethical principles apply in everyday loss prevention work, guiding LPPs in balancing their duties to protect property with their obligation to respect individuals’ rights.

Topic 1: Canadian Legal Framework

• Overview of Canadian legal requirements for loss prevention
• Key legislation affecting loss prevention activities
• Importance of understanding the legal responsibilities of LPPs

Topic 2: Overview of Relevant Laws

• Detailed look at laws such as the Canadian Charter of Rights and Freedoms, Criminal Code, and Trespass to Property Act
• Explanation of legal language and practical application to LPP duties
• How these laws impact decision-making and the ethical performance of duties

Topic 3: Understanding Arrest Authorities and Limitations

• Legal authority granted to LPPs under the Criminal Code (Section 494)
• Conditions that must be met for lawful arrest (Six Factors for a Lawful Arrest)
• Legal limitations and consequences of unlawful arrest
• Practical steps to making lawful arrests

Topic 4: Handcuffing Theory and Procedures

• Legal and practical considerations for handcuffing cooperative subjects
• Proper handcuffing techniques and safety protocols
• The importance of handcuffing as a safety measure for both LPPs and suspects
• Procedures for applying and removing handcuffs safely
• Video demonstration of cooperative handcuffing

Topic 5: Ethical Conduct and Professionalism

• The importance of ethical conduct in loss prevention
• Key ethical principles guiding LPPs, including integrity, confidentiality, and fairness
• How to apply ethical decision-making in loss prevention scenarios

Topic 6: Ethical Conduct and Codes of Ethics

• Role and relevance of ASIS International and PSISA to LPPs
• Detailed examination of the ASIS International Code of Ethics and Code of Conduct
• Overview of the PSISA Code of Conduct and its application to LPPs in Ontario
• Real-world scenarios applying these ethical codes to everyday LPP duties

 

Lesson 3: Observational Skills and Surveillance Techniques (5-hours)

 

Lesson 3 focuses on developing the critical observational skills and surveillance techniques that Loss Prevention Professionals (LPPs) need to effectively prevent theft and protect assets in a retail environment.

The lesson emphasizes the importance of situational awareness, attention to detail, and understanding different surveillance methods.

Through practical examples, scenarios, and exercises, students will learn how to identify suspicious behavior, utilize both covert and overt surveillance strategies, and integrate various technologies like CCTV to enhance security measures.

Topic 1: Effective Observation Techniques

• Importance of observation in loss prevention
• Developing focused attention to monitor customer behavior
• Identifying suspicious behaviors, such as loitering or unusual movements
• Using peripheral vision and situational awareness to detect potential threats
• Practical examples to illustrate effective observation
• Scenario-based practice exercise to reinforce learning

Topic 2: Developing and Honing Observation Skills

• Exercises for improving observation skills independently
• Methods to practice attention to detail and situational awareness in everyday life
• Tips for staying discreet while observing potential shoplifters
• Practical exercises like public space observation and situational awareness walkthroughs
• Reflection on personal observation habits and their application to loss prevention

Topic 3: Identifying Suspicious Behavior

• Recognizing behaviors that may indicate theft, such as frequent glances at security cameras, nervous body language, and unusual group behavior
• Differentiating between normal customer behavior and potential theft
• Practical strategies for responding to suspicious behavior
• Detailed examples and a scenario illustrating real-world application

Topic 4: Situational Awareness and Attention to Detail

• Understanding situational awareness and its importance in loss prevention
• Key components: perception, comprehension, and projection of future status
• Techniques to maintain situational awareness in a busy retail environment
• Importance of attention to detail and how small discrepancies can indicate larger issues
• Scenario-based learning to apply situational awareness and attention to detail in real-time

Topic 5: Surveillance Methods: Covert vs. Overt Surveillance

• Introduction to surveillance in loss prevention
• Definition and purpose of covert and overt surveillance
• Advantages and disadvantages of each method
• How to choose the appropriate surveillance method based on specific situations
• Best practices for combining both covert and overt surveillance in a retail environment
• Scenario highlighting the use of both surveillance methods in a coordinated approach

Topic 6: Use of CCTV and Other Surveillance Technologies

• The role of CCTV in retail loss prevention
• Benefits of CCTV, including deterrence, evidence collection, and real-time monitoring
• Best practices for camera placement and footage review
• Introduction to other surveillance technologies like Electronic Article Surveillance (EAS) and facial recognition
• Legal and ethical considerations in the use of surveillance technology
• Scenario demonstrating the integration of CCTV and other technologies in a comprehensive loss prevention strategy

 

Lesson 4: Communication Skills (3.5-hours)

 

In this lesson, we delve into the essential communication skills required for Loss Prevention Professionals (LPPs). Effective communication is critical for maintaining safety, de-escalating potentially volatile situations, and fostering positive interactions with customers, colleagues, and law enforcement.

By mastering both verbal and non-verbal communication, active listening, and advanced conflict management strategies, LPPs can improve their daily interactions and ensure smoother operations in retail environments.

This lesson covers the fundamental communication models, methods for building rapport, conflict management techniques, de-escalation strategies, and approaches for handling difficult situations.

Topic 1: Fundamentals of Effective Communication

• Understanding the Osgood-Schramm communication model
• Techniques for clear and effective verbal communication
• The importance of non-verbal communication in retail interactions
• Overcoming obstacles to effective communication, such as noise, cultural differences, and emotional barriers
• Developing active listening skills

Topic 2: Building Rapport with Customers and Staff

• The significance of rapport in maintaining positive interactions in retail
• Techniques for building trust and relationships with customers and colleagues
• Active listening, empathy, and consistent communication as tools for rapport-building
• Maintaining rapport in challenging or high-pressure situations

Topic 3: Conflict Management Fundamentals

• Understanding the nature of conflict in a retail setting and common triggers
• Techniques for recognizing and managing conflict triggers
• Basic conflict resolution skills, including de-escalation and active listening
• The importance of remaining neutral, finding common ground, and focusing on peaceful resolutions

Topic 4: De-escalation Techniques

• The key principles of de-escalation, such as maintaining calm, controlled body language, and using neutral language
• Active listening and empathy as essential de-escalation tools
• Practical strategies to maintain a safe reactionary gap and non-threatening presence
• Applying de-escalation strategies to specific real-life scenarios involving irate customers or non-compliant suspects

Topic 5: Advanced Communication for Difficult Situations

• Introduction to the First Contact and Refusal Approaches for managing high-tension interactions
• Using structured communication to initiate contact and handle resistance
• Step-by-step application of the First Contact Approach to set a positive tone and resolve issues cooperatively
• The Refusal Approach for non-compliant individuals, highlighting the benefits of cooperation and explaining consequences

 

Lesson 5: Theft and Fraud Prevention (2.5-hours)

 

Lesson 5 explores the various methods of theft and fraud in the retail environment, focusing on both external and internal threats.

The lesson provides a comprehensive understanding of common theft techniques, such as shoplifting, organized retail crime (ORC), and employee theft. It also covers preventive strategies that include physical security measures, store policies, and employee training.

Through detailed examples, definitions, and actionable steps, students will learn how to recognize suspicious behaviors, respond appropriately, and implement effective deterrence techniques.

Topic 1: Common Theft Methods

• Overview of shoplifting techniques and behaviors
• Common concealment methods used by shoplifters
• Recognizing signs of organized retail crime (ORC)
• Internal theft: Understanding employee theft and its warning signs

Topic 2: Shoplifting Techniques and Concealment Methods

• Detailed review of how shoplifters conceal items (e.g., inside clothing, bags)
• Methods for identifying suspicious behaviors in customers
• Techniques used by professional shoplifters and ORC groups

Topic 3: Employee Theft and Internal Fraud

• Common types of employee theft, including cash register fraud, discount abuse, and inventory theft
• Recognizing internal fraud schemes, such as collusion with customers or vendors
• Steps for monitoring and preventing employee theft in a retail setting

Topic 4: Prevention Strategies

• Physical security measures, such as electronic article surveillance (EAS) and security cameras
• Store layout design for theft deterrence (e.g., visibility, security mirrors)
• The role of store policies, staff training, and customer engagement in theft prevention
• Techniques for monitoring high-risk areas in stores

Topic 5: Store Policies and Procedures

• The importance of having clear policies regarding theft prevention and response
• How to enforce store procedures for preventing both external and internal theft
• The role of loss prevention teams in creating a theft-resistant store environment
• Handling incidents of theft: Procedures for apprehension, reporting, and legal action

 

Lesson 6: Apprehension and Arrest Procedures (2.5-hours)

 

Lesson 6 explores the legal, tactical, and procedural aspects of apprehension and arrest in the role of a Loss Prevention Professional (LPP).

The lesson emphasizes the importance of adhering to the Canadian Criminal Code, specifically Section 494, and maintaining safety for all parties during apprehension, transportation, and post-arrest procedures.

Topics include legal requirements, contact and non-contact approaches, tactical positioning, handcuffing techniques, and post-arrest responsibilities, including searches and documentation. The lesson aims to equip LPPs with the knowledge and skills to carry out lawful and safe apprehensions while minimizing risks.

Topic 1: Legal Requirements and Procedures for Making Arrests

• Overview of Canadian legal requirements for making arrests (Section 494)
• Criteria for lawful loss prevention arrests
• Six steps to making a legal and safe arrest
• Example scenario illustrating the steps

Topic 2: Safety Considerations During Apprehension

• Tactical positioning for verbal communication and physical control
• National Use of Force Framework (NUFF) application
• Risk management strategies during apprehensions
• Example scenarios and responses

Topic 3: Contact Apprehension Approaches

• Safe techniques for physically apprehending suspects
• Proper handcuffing techniques, with a focus on cooperative subjects
• Tactical positioning and handcuffing process (dominant side approach)
• Scenario example illustrating contact apprehension steps

Topic 4: Non-Contact Apprehension Strategies

• Procedures for verbal apprehension without physical restraint
• Effective use of verbal commands and deterrents
• Managing cooperative suspects using non-contact methods
• Scenario example highlighting non-contact approaches

Topic 5: Transportation, Search, and Post-Arrest Procedures

• Safe transportation of apprehended suspects
• Legal authority and procedures for searches incident to arrest
• Best practices for evidence handling, reporting, and coordination with law enforcement
• Handing suspects over to law enforcement safely

 

Lesson 7: Case Studies and Practical Scenarios (1.5-hours)

 

Lesson 7 provides real-world case studies and practical scenarios that require Loss Prevention Professionals (LPPs) to apply the knowledge and skills they have learned throughout the course.

The lesson covers three key areas: suspicious customer behavior, Organized Retail Crime (ORC), and internal employee theft. Each topic includes a detailed scenario where students must identify correct actions, demonstrate adherence to legal procedures, and apply proper detainment and reporting techniques.

This final lesson serves as a capstone, testing the student’s ability to effectively respond to complex loss prevention situations.

Topic 1: Suspicious Customer Behavior

• Recognizing signs of suspicious behavior in customers
• Continuous observation techniques without premature intervention
• Ensuring adherence to legal procedures for detainment, including the six steps of lawful arrest
• Knowing when and how to detain suspects after they exit the store
• Scenario-based learning to reinforce correct actions, such as waiting until the suspect exits and handling detentions calmly and professionally

Topic 2: Organized Retail Crime (ORC)

• Identifying signs of ORC, including coordinated theft by multiple individuals
• The importance of teamwork and communication between LPPs to monitor multiple suspects
• Proper surveillance and documentation of suspects’ activities without confrontation
• Coordinating detainment once suspects exit the store and the necessity of handling each suspect individually
• Involving law enforcement and providing detailed, coordinated evidence collection
• Scenario focusing on a team-based approach to handling multiple suspects in an ORC situation

Topic 3: Internal Employee Theft

• Recognizing patterns of internal theft, such as “no-sale” transactions and unauthorized removal of items
• Discreet surveillance techniques for monitoring suspected employees
• Collaboration with store management before taking action, ensuring all legal protocols are followed
• Proper documentation of suspicious behavior to build a case before confronting the employee
• Involving law enforcement only after management’s approval and once sufficient evidence is collected
• Scenario involving internal theft by a cashier, testing the student’s ability to document and handle the situation legally and ethically