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Suni Shamapande Division Vice President of Loss Prevention for Sears Full Line Stores will be joining the Retail Services (Store operations group), Sales Implementation Team as Divisional Vice President, Softlines effective 8/12. In his new role Suni will work very close with the Sales Capability Team, the Visual Implementation Team and the Softline Business Unit’s to ensure flawless execution of merchandising standards and selling behaviors across Sears Full Line Stores. Prior to joining the Sears Retail Services team, Suni was the DVP, Loss Prevention for Sears Full Line stores where he consistently demonstrated a passion for sales, people and results. Previous to joining Sears Suni worked for top apparel brands Nike, Ralph Lauren, and BCBG in various roles that will assist him nicely in his new assignment.
Joseph Flynn, CFI was promoted to Director of Loss Prevention for David's Bridal. Joseph has been with David's Bridal since 2001 when he was hired under the titled Loss Prevention Field Auditor. He then held the titles of Loss Prevention Manager and Senior Loss Prevention Manager before his current title. Joseph started his career in the LP field in 1994 when he worked as a District Loss Prevention Investigator for Kmart.

Target files federal racketeering lawsuit against its contractor LCH Pavement Consultants who oversee $100M maintenance & repairs of their parking lots. Target alleges that LCH conspired with paving companies to inflate and fix prices, misrepresent work being done, and distribute kickbacks. (Source

click to watch video
"American Pirates" - Cargo theft = $35B a year - 3 trailers a day in the U.S. are stolen. Organized crime with international connections - cargo theft goes unreported for the most part. With California leading the way. NBC Bay Area Investigative Unit went undercover with CTIP investigators to expose this major crime. Reporters and producers went behind the scenes to track down stolen shipping containers in Stanislaus County; rode along on stings to look for lifted cargo in Gilroy; watched recovery operations at the Port of Oakland and reviewed surveillance video the team used to track down suspects. Here's a great investigative report from NBC. (Source

Best Buy founder who stepped down earlier this year offers $8.8B to buy Best Buy and take it private. The offer is at least 36 percent more than Best Buy’s closing price Aug. 3. Richard Schulze has negotiated unsuccessfully with the board for the past several weeks, seeking permission to conduct due diligence and form a bidding group, said a person familiar with the matter. Best Buy’s board told Schulze it wasn’t a good time to go private because it was looking for a new CEO, and asked for three more weeks to consider the matter, said this person. Schulze, who spent almost half a century with the company, resigned as chairman in June after an internal probe found he acted inappropriately in handling allegations about then-CEO Brian Dunn’s relationship with a female employee. (Source

Minnesota identity theft ring leader of one of the largest rings ever busted in the U.S. is scheduled to be sentenced to life in prison with 49 others all going to prison as well. Authorities say the two rings in Minnesota they busted in "Operation Starburst" and "Operation Masquerade" are cases that reflect a growing confidence among some criminals to go beyond stealing a credit card out of a mailbox. Instead, they're recruiting teams of people to steal data, work it through ever-cautious financial institutions and businesses and hide the profits from police. Violent criminals and drug addicts are turning to identity theft because it's a safer and more lucrative way to make money and easier to evade police. The internet is full of black market websites offering to sell stolen credit cards, Social Security numbers and bank and checking accounts. The challenge of taking down the Minnesota rings, dubbed Operation Starburst and Operation Masquerade, was daunting. More than 10,000 people were victimized since 2006. So far, at least 50 people connected to the rings will be going to prison. (Source

Chinese police bust 1,900 people and seized $182M in counterfeit drugs and related goods. The fake drugs seized were illegally advertised to treat illnesses including hypertension, diabetes, skin diseases and cancer, the Ministry of Public Security said in a statement yesterday. More than 18,000 members of the police contributed to breaking up drug-counterfeit rings across the country, it said. (Source

click to watch video

Columbus, Ohio flea market "The MarketPlace of the Americas" busted with all ten vendors selling counterfeit goods valued at $2.5M The Franklin County Sheriff's office said the investigation had been underway for around two weeks. Deputies went undercover with counterfeit products experts to build the case. (Source

Robbery suspect in jail sends letter to Kohl's security officer he assaulted - who busted him - threatening to kill or injure him and blow up the store - is charged with sending death threats, witness tampering and terroristic threats. Hickmond was charged with robbery and other offenses for allegedly punching the guard in the face after he tried to stop the suspect from shoplifting $396 in store merchandise. Hickmond escaped but was arrested at a Willingboro home shortly after the incident. Hickmond was previously convicted of making death threats in June 2003 in Mercer County. He served about 19 months in state prison before being released. (Source

click to watch video
Two men posing as undercover police attempt armed robbery of Tampa jeweler last week just to get in a gun fight and one robber got shot! Looking like undercover cops the jewelry store owner buzzed them in and that's when all h.. broke loose. In this surveillance video, Suarez the jewelry store owner, who owns a handgun, exchanges fire with the suspects inside the store, forcing them to retreat. Suarez claims he shot the man who falls to the ground at the entrance, but it is unknown if the suspect was hit. The four men remain at large. (Source

click to watch video
Gunman arrested after taking hostages at Big 5 Sporting Goods in Yuba City. A 28-year-old gunman was arrested Sunday afternoon after taking two store employees hostage at Big 5 Sporting Goods in Yuba City. The man fired one round into the air when he entered the store, police said. Officers aren't sure how many rounds he fired, total. The two hostages, ages 18 and 20 were not hurt. Officers believe the incident started as an attempted robbery. They're not sure if the suspect had any connection to the store. The store manager is being called a hero after barricading herself under her desk and relaying information to police. The woman wasn't considered a hostage because she escaped. (Source

click to watch video
Good Samaritan steps in to help a Plato’s Closet associate being attacked. The Good Samaritan goes into a Plato’s Closet store in Colorado to begin his back to school shopping. Upon entering the store, customer could be heard screaming for help as an angry customer was holding the sales associate by the throat, pinned up against the wall, holding a knife. The Good Samaritan stepped in and subdued the suspect, both receiving several minor stab wounds in the struggle. The suspect is now behind bars facing aggravated robbery and first degree assault charges. (Source

Bank destroyed by a front end loader in attempted ATM theft; thieves leave empty handed because the truck won’t start. The thieves stole a large front end loader from a UK quarry earlier that day, drove it to the middle of town and smashed out the front of a Barclay’s Bank. Once they got the ATM out and loaded onto a pick up truck, the truck failed to start. The two men got away and are being sought by police. (Source

$1.2 million dollars in Givenchy perfume recovered in France. The perfume was stolen from a warehouse outside of Paris after the thieves had over powered a guard. The tuck load of fragrances was recovered this past week, unopened and being returned to the Givenchy warehouse in Beauvais. The thieves are still at large. (Source

click to watch video
Myrtle Beach T-Mobile store burglarized overnight. Unknown suspects smashed out the front glass of a T-Mobile store in Myrtle Beach at 1 am this morning to gain access to the cash register, upon arrival police found money scattered on the floor. No information on inventory losses at this time. (Source

Two Family Dollar associates held at gunpoint in Des Moines robbery. The two female associates were unharmed, but told police they believed one of the suspects was armed with an AK-47 assault rifle. The men demanded the contents of the safe as the two female associates were closing for the night. The suspects fled with an undetermined amount of cash. (Source

Quarterly Same Store Sales Results

Harris Teeter Supermarkets Q3 up 3.7% with sales up 4.6%

Last week's most popular news article --

click to watch videoFlash Mob hits Chicago clothing store Midblend Supply Co., and steals $3,000 in jeans Saturday afternoon. A clothing store in a trendy Chicago neighborhood is one of the latest victims of a so-called flash mob robbery — when a large group storms into a shop to collectively rip off a retailer. About 20 people entered the Mildblend Supply Co. in Wicker Park on Saturday afternoon, together grabbing more than $3,000 worth of high-priced denim jeans, according to police. The owner Luke Cho said the theft could have been "a lot worse," but employees locked the store's doors as people began streaming in. Eventually participants in the robbery forced the doors open and fled the scene. The frantic scene was caught on store surveillance, which was posted on YouTube. (Source

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Upcoming Articles

Gregg Smith, Director Loss Prevention -
The Children's Place - The First Year

"Transitioning to YOur New Job as an LP Director" by Mike Keenan, VP of LP for GAP North America. A Chapter From Retail Crime, Security, and Loss Prevention An Encyclopedic Reference


LPNN: Your LP, Attention Vendors, Film and Broadcast Your Video on Your Channel. Upcoming episodes: 2012 IOBSE Event Coverage; Se-Kure Controls; Keith White, Sr. VP of LP, The Gap Stores.

Know about an event we should feature here?
Let us know.

National Food Service Advisory Council Conference. August 5 -8.

Disaster Recovery & Preparedness Committee (DRAP) Meeting. Chicago, IL - Sears Headquarters. August 17, 2012. Click here for more information.

11th Annual Virginia Retail Loss Prevention Conference - Virginia Beach, VA - Holiday Inn Hotel. September 6, 2012. Click here for more details.

Canada's Biggest Retail Loss Prevention Event. Mississauga, ON - International Centre. September 11-12. Click here for more information.

New England ORC Symposium & Trade Show - September 20, 2012 Worcester, MA - DCU Center

Watch for our article the day after each event!

CLEAR's 3rd Annual Training Conference, Dallas, TX. Sept. 18-20, 2012. Learn more here.

8th Annual Impact Workshop. Join other retail executives interesed in LP research on ORC prevention, packaging innovation, video analytics, benefit denial, plus much more. LPRC: October 15-17, 2012. University of Florida Campus. Gainesville, FL

Washington State Organized Retail Crime Alliance Annual Training Conference. Burien, WA. October 18, 2012. To register visit

2012 Thought Challenge Awards Committee

Northern Michigan University, located in Michigan’s incredible Upper Peninsula, offers one of the only baccalaureate loss prevention management programs in the United States. It is offered completely online and accepts up to 92 transfer credits. An affordable investment into a dynamic and growing profession. Learn more here

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Retailer's Alert

Violent professional shoplifter threatening CVS employees and has hit 6 stores in Nashville, TN and says he'll kill anyone who gets in his way. Police also say he's hit several Walgreens as well. Metro Police say the man has hit at least six CVS stores in the Nashville area since May. According to CVS security he threatens to hurt or kill anyone who gets in his way. (Source
click to watch video

Organized credit/debit card ring may be operating in Cartersville. GA where police are investigating three separate cases that may be connected. One of the cases happened at Extreme Propulsion, a recreational dealership on Joe Fran Harris Parkway in Cartersville. Two people who identified themselves as Natasha Stanley and Marc Sims tried to purchase a utility vehicle worth over $15,000. Stanley gave store owner Sharon Sinnott a driver's license and credit card to pay for the vehicle. Sinnott told Stanley she couldn't run the charge as credit because the fees would be too high. When she ran it as a debit card, it didn't go through. But Sinnott said that's not too unusual because of the high dollar amount. Stanley called her bank on her cell phone and put Sinnott on the line. "We did what's called a forced sale," Sinnott said. "The person on the phone provided me with an authorization number and the sale went through Sinnott received a printed out receipt but would later learn no money was ever transferred. Natasha Stanley and Marc Sims, or whatever their names are, were gone with Sinnott utility vehicle. "It's important to me to get their face out there," said Sinnott, who is offering a $1,000 reward. Anyone who recognizes the suspects from surveillance photos is asked to call Cartersville Police at 770-382-2526. (Source

Wichita police say they've found evidence of a significant identity theft operation. Police Lt. Clark Wiemeyer says a Sedgwick County sheriff's deputy found a half-dozen fake IDs and numerous stolen checkbooks when he stopped a car Wednesday. Wiemeyer says thieves are stealing checkbooks or other forms of identification, then making fake IDs to use with the stolen checks. Investigators found paper for making fraudulent checks at the homes of the driver and a second person. Wiemeyer says the suspects worked hard to make their IDs look authentic, and were also printing fake checks. (Source

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"Transitioning to Your New Job as an LP Director" b Mike Keenan, VP of LP, Gap North America

Over the next few weeks the Daily will be publishing Mike Keenan's chapter   “Transitioning to Your New Job as an LP Director” from the book Retail Crime, Security, and Loss Prevention, 1st Edition, An Encyclopedic Reference.

Book authors Chuck Sennewald & John Christman
Published and released February 20, 2008.
Imprinted by Butterworth-Heinemann
ISBN: 9780123705297

 "Transitioning to Your New Job as an LP Director"

by Mike Keenan, CPP, CFI
Vice President of Loss Prevention
GAP North America

Another concept that helps develop a team and holds your people to a higher level of accountability is a Standards of Conduct. A Standards of Conduct should clearly define your expectations for your LP people. It is an add-on to the company’s Employee Handbook. By spelling out your expectations, you can raise the performance level of your people. Because it sets a higher standard for LP people above that of the regular employees, you must work with Human Resources to gain their support. That way, if an LP person violates the Standards of Conduct they can be disciplined in accordance with the Standards of Conduct not the Employee Handbook. It will enable you to foster a higher level of ethics and integrity in your LP team. Here is an example of a Loss Prevention Standards of Conduct.


A Company XYZ Loss Prevention Employee’s conduct must be above reproach at all times. Their conduct must comply both with applicable state and federal laws which define the legal limits of their conduct and with Company XYZ policies and procedures which, at times, are more restrictive than state and federal law.

All Company XYZ Loss Prevention Personnel are required to read and sign the “Standards of Conduct” form.

These standards are not intended to cover all situations, rules, policies, regulations, etc., and should not be construed as such. They are, however, indicative of the spirit and intent of Company XYZ policy and the expectation of your conduct and behavior. These standards are of such importance that any person failing to comply with them will be subject to disciplinary actions, up to and including termination without prior warning.

Maintaining the standards outlined on the following pages and the philosophical spirit reflected by them, should be the guideline in each Loss Prevention Employee’s professional approach to their daily activities.

These standards are in addition to the policies and procedures defined in the Employee Handbook.

The original, signed “Standards of Conduct” form must be maintained in the Loss Prevention Employee’s personnel file. (Copy Attached)


These Standards of Conduct are expected of all Loss Prevention personnel so that no person will have cause to question our professionalism, integrity, credibility and objectivity. In the performance of our job, we must be highly professional and must meet more exacting standards of behavior and adherence to rules. The nature of our function, authority and responsibility requires this higher standard.

The following type of behavior is not in keeping with Company XYZ Loss Prevention Standards of Conduct:

1. Any activity, which reflects adversely on the ethical or professional stature of Company XYZ Loss Prevention Department. Covered under this statement are such activities as:

a. Mistreatment or abuse of persons in custody.
b. Improper or inappropriate language in dealing with suspects or Employees.
c. Any activity that could be construed as entrapment.
d. Any activity that could be construed as discrimination.
e. Any investigation or other activity which is designed to “harass” or embarrass any individual.
f. Discussion or disclosure, by any means, of past, pending or proposed Loss Prevention investigations or activities with persons without a legitimate “need to know.”
g. Misuse or unauthorized disclosure of company confidential information or Loss Prevention or Human Resources information obtained in the course of employment.
h. Personal relationships that interfere with perception of trust, credibility, discretion and fairness.

2. Failure to objectively and factually report information required or obtained within the scope of employment. This statement covers not only the willful misstatement of facts, but also knowingly omitting pertinent information from reports and/or the purposeful “slanting” or “coloring” of reports.

3. The failure to report any information, however obtained, which could conceivably bear on or be pertinent to any Loss Prevention investigation or be of legitimate interest to company management. For example, any customer or Employee detention must be reported to your Supervisor in accordance with established timeframes.

4. Failure to submit reports as required by Company XYZ Loss Prevention policies and procedures.

5. Violation of any of the provisions of Company XYZ “Use of Force and Weapons” policy.

6. Any misuse, careless or improper handling of funds, evidence, or records entrusted to our care.

7. Any misuse of company equipment or property, misuse of position or authority, or agreement to accept “favors” not granted others and available or offered us because of our position is prohibited. Covered under this statement are such things as the following:

a. Inappropriate use of company phones.
b. Removal of company merchandise or property for personal use.
c. "Borrowing" company merchandise for use in decorating or furnishing Loss Prevention offices.
d. Taking advantage of your position to secure favored treatment with regard to obtaining merchandise or any other advantage not granted other Employees.
e. Any misuse of the Company XYZ Loss Prevention Photo ID card and/or badge.

8. Failure to follow Company XYZ Loss Prevention policies and procedures with regard to stopping, questioning and/or apprehending both Employees and the customers.

9. The failure to be completely truthful and candid in response to any official request for information.

10. Inappropriate use of CCTV cameras and equipment. CCTV cameras and equipment must be used for work-related purposes only.

11. Failure to follow policies and procedures outlined in the Loss Prevention Department Operations Manual or directed by the Director of Loss Prevention in the form of a memo.

The above statements are not intended to cover all situations, rules, policies, regulations, etc. and should not be construed as such. They are, however, indicative of the spirit and intent of Company XYZ Loss Prevention policy and the expectations of your conduct and behavior. These standards are of such importance that any person failing to comply with them will be subject to disciplinary action up to and including termination of employment without prior warning.

Maintaining the standards above and the philosophical framework created by them should be the guideline in your professional approach to your daily activities.

I HAVE READ AND UNDERSTAND Company XYZ Loss Prevention Standards of Conduct. I understand these standards are not intended to establish any expressed or implied contractual rights. I also understand that any violation of these standards may result in disciplinary action, up to and including termination of my employment without prior warning. These standards are in addition to the policies and procedures defined in the Employee Handbook.

______________________ _______________________
NAME (PRINT)                   Employee NO.

______________________ _______________________
SIGNATURE                               DATE

Continued tomorrow -- click here to read what's been published so far

Mike Keenan is currently the Vice President of Loss Prevention for GAP North America. His prior experience includes sixteen years with Macy’s West where he started as an LP Manager and worked his way to Vice President of Loss Prevention. He then held similar LP positions with Ross Stores, Longs Drugs and Mervyns. He started his career with the Federal Bureau of Investigation. Mike has a Bachelor’s Degree in Criminal Justice from California State University, Sacramento. He has served on the NRF LP Advisory Council and was the Chairperson in 2001 and 2002. He is a licensed Private Investigator in the State of California. In addition, he taught Retail and Corporate Loss Prevention classes at Golden Gate University in San Francisco, California.

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LPNN - Loss Prevention News Network

Trade Associations, Conferences & Series

2012 International Organization of Black Security Executives (IOBSE) Spring Conference

Suni Shamapande & Two IOBSE Members

click to watch video

The IOBSE episodes sponsored by
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The Technology Innovators in EAS-RFID-CCTV

Suni Shamapande & two IOBSE members - In this episode, the LPNN interviews Suni Shamapande, Divisional Vice President of Loss Prevention for Sears Holdings Corp., Jansen Graves, AP Manager for Wal-Mart and student attendee Isaac Brown at the International Organization of Black Security Executives (IOBSE) conference. They discuss their first IOBSE conferences, the Sears internship program, why they chose the LP field, the IOBSE student program, and what they plan to take away from the conference. Filmed April 2012

Featured Episode

The Drug Store Industry's ORC Leaders

Learn how ORC is impacting the drug store industry
and how they're responding.



Season One Episode Release Dates

August 7

George Logan & Oliver Wainwright

August 13

Se-Kure Controls



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ORC News - Sponsored by Universal Survellience Systems
Three arrested with $9000 of Walmart electronics: using gift cards purchased with fraudulent credit cards. Three NYC area suspects made several trips inside the store in Newburgh to purchase computer equipment, iPods and iPads using fraudulent gift cards. Police were called; when they stopped the van leaving the parking lot, they found nearly $9000 worth of electronics, fake drivers licenses and dozens of forged credit cards. (Source

Comments by Joe LaRocca
Sr. Advisor, Loss Prevention

The New England Organized Retail Crime Symposium & Trade Showbeing held in Worcester, Massachusetts on September 20th, is a strong blend of education, networking and career development.
The event is well attended by retailers and law enforcement professionals and features a diverse line-up of speakers. If you're in the region, consider this an A-list event.

The educational content and networking opportunity is a collaborative effort between six host associations:
Connecticut Retail Merchants Association Maine Merchants Association Retailers Association of Massachusetts Retail Merchants Association of New Hampshire Rhode Island Retail Federation Vermont Retail Association

State retail associations play an important role in our industry. Most are on the front lines, dealing with legislative initiatives in the state capital while others have operational committees and conduct regular meetings. If your company is a member, take some time to explore the services and events they have to offer. For anyone in the New England market, consider yourself lucky to be represented by these six associations.

Do you have an ORC case to share? Publishing it educates the LP & retail community which might fuel even more jobs and funding.
Share your ORC news and help the industry grow

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Thought Challenge


Submitted by Kevin Larson
Manager, Loss Prevention Training & Investigations
The Kroger Co.

New Year’s resolutions, better work-life balance, lose some weight, personal and professional development...what do these things have all in common? They are things we commit to doing each year, maybe a couple times a year, but we never find time to work on them.

Each year, we sit down with our boss and leaders and we discuss our development opportunities (strengths and weaknesses) and we have a conversation about what we can do to help ourselves grow professionally and build our expertise to grow within the company. A one hour conversation and several months later....they continue to sit on that paper, taking up space.

Have you looked at your review lately? Have you looked at what your discussions were about developing yourself in 2012? I am a firm believer that your development is 75% owned by you and 25% owned by your leader. At 75%, you have all the power and leverage! There are 150 days left in still have time. Time to read a book, attend a seminar, obtain a certification or just even network.

As a LP professional, you owe it to yourself to develop your abilities. Nobody is going to do it for you. Take ownership in your own development. If you just sit back and wait for your next role or promotion to occur, you will be waiting a long time.

150 days....what are you doing with it?

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LP Business Analyst Home Depot Atlanta, GA Home Depot
Loss Prevention Mgr Kroger Totowa, NJ Kroger
Senior Investigator - ORC TJX Companies Dallas, TX TJX Companies
Loss Prevention Mgr Kmart Buffalo, NY Sears Holdings Corp.
Loss Prevention Mgr Kmart Columbus, MS Sears Holdings Corp.
Corp. Loss Prevention Mgr Hometown Stores Hoffman Estates, IL Sears Holdings Corp.
AP Mgr - Sam's G1 Sam's Houston, TX Walmart
AP Mgr - Sam's G1 Sam's Omaha, NE Walmart
AP Mgr - Sam's G1 Sam's Rapid City, SD Walmart
Market AP Mgr Walmart Ammon, ID Walmart
AP Mgr in Training Walmart Corpus Christi, TX Walmart
Dept Mgr Store LP & Safety Lowe's Ridgeland, MS Lowe's
Area Loss Prevention Mgr Lowe's Gainesville, FL Lowe's
Dept Mgr Store LP & Safety Lowe's Anaheim, CA Lowe's
Dept Mgr Store LP & Safety Lowe's Greenville, MS Lowe's

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On the Move: Home of the Industry's Original - Sponsored by Cival Demand Associates

Suni Shamapande Division Vice President of Loss Prevention for Sears Full Line Stores will be joining the Retail Services (Store operations group), Sales Implementation Team as Divisional Vice President, Softlines.
Joseph Flynn, CFI
was promoted to Director of Loss Prevention for David's Bridal.
Peter Warren was named Loss Prevention Manager of Investigations for Francesca's.

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7 Traits of Truly Inspiring Leaders There is a subset of bosses who inspire their employees and colleagues to achieve more than they ever thought possible. Every truly inspiring executive, manager, or entrepreneur you ever meet will shared most or all of these traits.  (#2 is an obligation)

Effective Managers Earn Trust Quickly by Doing 5 Things Well A bad manager can make or break your career. Equally, if a manager is ineffective at earning trust, the lack of team performance will speak for itself and turnover will become increasingly apparent. Here are five ways to help you build trust quickly as a manager  (Stay on your game)
Last week's most popular articles --

31 Telltale Signs You Are a Horrible Boss No one starts out their career trying to be a horrible boss. Yet it's amazing what a vast majority of folks seem to accomplish this feat with absolutely no training whatsoever. Maybe we're born bad bosses. It just comes naturally. Hopefully, you can shake off some of the worst traits.   (How many do you violate?)

10 Questions: Are You a Bad Boss? Or Do You Work for a Terrible Boss? This article, by Jack Zenger, takes the topic of the above article a little further. What is worse than having a bad boss? Being a bad boss and not knowing it. To help these leaders who really want to know how their subordinates feel about them, here's some research.  (Time to be brutally honest with yourself)

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Tip of the Day - Sponsored by Vector Security

Active listening is absolutely critical if you really expect to influence change or modify behavior. You've got to hear what they're saying before you can plan or expect to do virtually anything. And hearing what they're saying is not simply hearing the words it's all about hearing the meaning and the intentions behind the words. Because words have a tendency to hide the true meanings and beliefs. As truth is often cloaked in humor so is meaning hidden in words. With the number one obstacle being one's self hearing is often drown out by how we want others to view us. So if you can leave your self at the door so to speak you can then begin to focus on hearing what they're saying.

Just a Thought,
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