Case Studies

Case Study 1 - Dealing with Aggressive Customers - Major UK Supermarket Chain

The problem

TFS was approached by Waitrose and asked to design a bespoke programme that would equip their operational managers to deal with incidents of conflict & aggression within the Branch network. In addition to the safety of partners other key drivers engaged with an existing and comprehensive management training programme alongside important business values and culture of the organisation.

The Solution

TFS responded to the clients brief and addressed their specific issues by devising a commissioned and ongoing training solution to train managers and equip them with the skills and a range of effective techniques and strategies to deal with aggressive situations. The key messages engaged with conducting, dynamic risk assessments, communication skills, the effective barring of persistent and troublesome offenders, personal safety strategies and dealing with situational stress.

The one-day programme was a facilitated event utilising real-time simulations, group exercises and specialist inputs by an experienced training team.

The Results

In excess of 200 Personal Safety Courses for partners, training over 2,400 delegates, have now been delivered to the customer. The client has been delighted with the results of the TFS courses. A recent in-house evaluation by the client has reported a significant reduction in assaults on partners and reported incidents of public disorder.

“The delivery of the Personal Safety programme by TFS remains a key part of the Waitrose Duty Manager training programme and is both enjoyed and well received by our Partners.”

Ross Avery, Head of Retail Coordination, Waitrose

This solution is now a mandatory requirement within the ongoing management development programme. Most recently Physical intervention training has been delivered for key security personnel in order to support service delivery at high risk locations.

Waitrose contact: Mark Roberts, Head of security

Case Study 2 - Profit Protection Programme
The problem	Sainsbury’s commitment to quality management training encouraged a fresh review of key safety and security strategies. The key drivers for the management development programme engaged with the primary duty of care to Sainsbury’s colleagues (Personal Safety solution) and the requirement to equip store managers with the skills to deal with internal shrinkage, allegations of improper conduct and under performance (Security Interview Techniques solution)
The Solution	Once the primary learning outcomes had been agreed dialogue commenced with the TFS team who modelled the learning events around the strategic aims and values of Sainsbury’s. Feedback from the pilot programmes was reviewed and where appropriate this evaluation was used to make improvements. The one-day Personal Safety event utilised an actor who created very realistic simulated events that managers dealt with in real time. Video footage of these activities was later used to de-brief performance and create an action plan. Key learning outcomes engaged with risk assessment, observation skills, situational stress, safe posture and appropriate legal and policy issues. The two-day Security Interview Techniques course, due to its level of expertise, engaged with trainers who were either qualified to LLB (Hons) standard or alternatively had a skill set that embraced advanced police interviewing skills. Specific case studies were agreed that incorporated a number of challenging scenarios including gross misconduct, theft and collusion. A two-day period was identified, allowing delegates to practise the skills learnt on day one via a number of video recorded simulations involving a colleague under investigation and either a friend or colleague representative
The Results	Feedback and evaluation processes have consistently shown that the business has exceeded the support given to store managers in both of these vulnerable areas. Increased awareness in reporting incidents and improvements in shrinkage are also key performance indicators. Managers feel more confident and competent to deal with situations so taking more effective action to drive improvements. The accurate reporting of disorder has seen a 40% increase. The incidents of reported Robberies - often the most traumatic of violent incidents - have reduced due to increased vigilance. Sainsbury’s also report that managers and colleagues do understand that crime can never be wiped out but being more aware does help. Ongoing evaluation processes have captured an increased level of confidence, application and flexibility. Sainsbury’s contact – Terry Poole, Head of Profit Protection

Case Study 3 - Dealing with Armed Robbery and Kidnap Threats

The problem

TFS was approached by a high-profile UK client who was concerned about potential threats to their cash based business. In particular the client was seeking to minimise the threats to their business from the twin threat of armed robbery and Tiger kidnap. Both presented challenging scenarios since a proportionate risk assessment had to be balanced with the practicalities of service delivery and obvious threat to the safety of staff and, in certain circumstances, those of the clients’ customer base.

The Solution

TFS responded to the Clients concerns and addressed their specific issues by devising a training programme aimed at senior executives and key managers.

A specialist training team was selected, including serving senior police officers, that delivered a one-day experientially based programme across England and Northern Ireland that addressed a number of critical issues including observation skills, intelligence gathering, safe posture, critical thinking and scene management.
In order to reinforce the learning a number of role plays were integrated in order for the delegates to experience the emotional reactions to such incidents in order that safe strategies could be identified. Furthermore, the all important briefing of family members was a key component.

The Results

Both programmes were extremely well received by the client and are now accredited by the sector skills body Skills for Security.

Policy & procedures were also amended to integrate the new learning. Scheduled tests of organisational capabilities were also agreed in order to maintain an up to date and target hardened resilience

Case Study 4 - In-house security training programme

The problem

The client had identified the requirement to bolster their in-house security function with a dynamic and pragmatic training programme that represented an immediate return on investment. Furthermore the solution had to be accredited by an awarding body and meet the requirements of the conditions of the Security Industry Authority (SIA).

The in-house role had a long and distinguished reputation and the delegates were experienced front of store personnel with a wealth of familiarity with the perceived and real threats to the business.

The Solution

A detailed training needs analysis was conducted with the client that identified a clear agenda of developmental actions designed to edify the position of the security function, particularly in relation to deters, intelligence gathering and working in partnership with other stakeholders including the store management team and local Police.

A pilot programme was evaluated before a nationwide delivery which engaged with over 300 in-house security guards. Learning outcomes included tactical communication, static guarding, diffusing skills, dealing with conflict and aggression in partnership with other members of staff and retail law.

The programme was accredited by The Institute of Criminal Justice Studies at The University of Portsmouth and matched the requirements of statutory law as laid down by the SIA

The Results

Feedback from delegates was outstanding and an immediate recognition by store managers was acknowledged by the business in terms of heightened productivity and the effective management of hitherto difficult local scenarios. Such was the response from store management that the programme was offered to key operational managers in order to provide a seamless and consistent response across the whole business.

Case Study 5 - Dealing with Supply Chain Threats - European Distributor

The problem

TFS was approached by a European distributor who was concerned about the threat of major incidents occurring within their supply chain.

The risks for the client were the threat to the safety of staff and disruption to the primary business function.

The Solution

TFS responded to the Clients concerns and addressed their specific issues by undertaking a detailed review of the supply chain seeking to address risks and threats at each point.

The review led to the creation of a tailored training programme for management teams from the primary distribution hubs.

The Results

The review identified a number of weaknesses and threats which were addressed in the training. The result of this was the Company wide supply chain policy and procedures being amended following the delivery of the initial phase of training

Case Study 6 - Her Majesty's Courts Service

The problem

TFS won the HMCS (Her Majesty's Courts Service) tender to deliver training in response to new regulations arising from the Domestic Violence, Crime and Victims Act 2004. The new statutory provisions meant that staff needed to be trained in the effect this would have in their operational roles.

The Solution

In consultation with the Department for Constitutional Affairs, TFS responded to the Clients requirements by devising a specific programme to address these training needs

The programme integrated a pragmatic approach to both the legal requirements and the heightened focus upon personal safety with the Act embracing both the power of entry and search.

The Results

The training has met with significant success supporting both national and local initiatives, and has been rolled out on a national level.