Managing conflict in a retail setting has always provided challenges, with the usual flashpoints around refunds, refusing service and shoplifting.
Staff’s attitude and communication can have a big impact in difficult situations so whilst security guards, CCTV and body cameras can help, let’s not forget about the most fundamental tool – communication skills.
With a significant rise in abuse and aggression towards staff, our eLearning course provides retail conflict training to help prevent workplace violence.
We specialise in working with the retail sector and understand the unique challenges that frontline retail workers face. Our Retail Conflict Management Course is based on our experience of working with some of the largest and most recognisable retail brands.
Developed by retail conflict management specialists and our cutting-edge designers, this eLearning course is delivered in retail-specific, bite-sized modules. Suitable for standalone learning or part of a blended approach, you may wish to start with this before enhancing learning with our live, virtual or in-person instructor-led sessions.
Retail Conflict Management
Retail Conflict Training Outcomes
Understand how to prevent and manage conflict in a retail setting
Identify personal safety risks and the most common triggers in retail (including shoplifting, returns, refusal of service and anti-social behaviour)
Learn tried-and-tested approaches and how to apply them to unique conflict-based challenges present in all retail environments
Conduct dynamic risk assessments and make decisions under stress
Understand the impact of alcohol, drugs, mental illness and language/cultural differences when dealing with conflict
Recognise how attitude and verbal/non-verbal communication can impact a situation
Getting proactive to prevent conflict
Improve incident reporting and post-incident management
Course time: 45 minutes
Retail Conflict Course Breakdown
Starting with an introduction, we’ll present a few real-world incidents that didn’t quite go to plan.
Our interactive quiz will test what you already know, and challenge commonly held views about conflict management in retail, before exploring the reality of life on the shop floor; from traditional flashpoints around refunds, refusal of service and shoplifting to emerging challenges such as dealing with anti social behaviour/groups and how to manage conflict when alcohol, drugs, mental illness or languages/cultural differences may be a factor.
We’ll conclude with another knowledge check and a closing message.
Ready to invest in the personal safety of your people?
We’d love to find out more about you and your organisation, and how we can help.
Contact us to discuss your training needs.
A Wellbeing Partnership
Hear from our clients
The programme has been a great success with incredibly high participation on both the virtual instructor-led sessions and the eLearning modules. What we particularly love is the bite-sized, fun and interactive way the eLearning is constructed with a great variety to keep the learner hooked.
The equal and unpretentious dialogue Oakwood masters creates psychological safety and opens up the opportunity to proactively take responsibility.
Susanne Vang
Talent Acquisition & Learning Manager - Northern Europe, Colgate-Palmolive Company
The online platform worked well as it allowed staff to undertake the training at their own pace and at a time that suited them. Feedback from staff has been very positive and they were surprised at how much they learnt and took away from an online course.
Lucy Finn
Assistant Director People – Scotland and North of England, Barnardo’s
Concise, informative, understandable and meaningful. Good mixture of learning styles, relatable theory and easy models to follow. Highly recommend.
Lynda Atter
Cancer Awareness Nurse – Cancer Research UK
The interactivity was great to follow up and the translation was on point which is important for a fragile topic like mental health.
Nike Minds
eLearning delegate
Great content. Definitely beneficial and needed for being in a store environment. I liked the way it was tailored to retail also. Super relevant content, short and sharp. Would recommend it to every store leader.
Nike Minds
eLearning delegate
We have a broad and diverse team, but every one of them could need support and care at any time. The examples in this training were perfect for providing guidelines and advice should we need to connect and help somebody.
Nike Minds
eLearning delegate
Really accessible training. It was informative, interactive and looks great. Easy and super understandable. Also the local language helped.
Nike Minds
eLearning delegate
Related courses
Retail Conflict Management eLearning Training
Managing conflict in a retail setting has always provided challenges, with the usual flashpoints around refunds, refusing service and shoplifting.
Staff’s attitude and communication can have a big impact in difficult situations so whilst security guards, CCTV and body cameras can help, let’s not forget about the most fundamental tool – communication skills.
With a significant rise in abuse and aggression towards staff, our eLearning course provides retail conflict training to help prevent workplace violence.
We specialise in working with the retail sector and understand the unique challenges that frontline retail workers face. Our Retail Conflict Management Course is based on our experience of working with some of the largest and most recognisable retail brands.
Developed by retail conflict management specialists and our cutting-edge designers, this eLearning course is delivered in retail-specific, bite-sized modules. Suitable for standalone learning or part of a blended approach, you may wish to start with this before enhancing learning with our live, virtual or in-person instructor-led sessions.