Retail Conflict Management
Managing conflict in a retail setting has always presented challenges, with the usual flashpoints being around refunds, refusing service and shoplifting.
In the wake of the global pandemic, the role of the retail employee has grown to include managing queues, panic buying and encouraging social distancing and face masks.
This has led to a significant rise in abuse, violence and aggression towards retail employees, doing their best in difficult times and with often ambiguous and unclear guidance.
There are times however, where the actions of staff, whether intentional or not, really do not help things.
Security guards, CCTV and body cameras can help, but with a greater focus on the latest gadgets and technology, let’s not forget the most fundamental tool in the toolbox: Communication skills.
In this course we are going to look at what you can do to help prevent and manage conflict to reduce the risk of violence and aggression where you work.
Retail Conflict Management (30mins)
Outcomes
Gain a deep understanding of how to prevent and manage conflict in a retail setting
Understand how to apply this learning to the unique conflict based challenges present in all retail environments
Learn tried and tested approaches to some of those challenges such as; identify shoplifters, managing refunds and refusing service
Course unit breakdown
1. General Conflict Management
After an introduction from Terry we introduce you to Dave, and an incident which didn't quite go to plan!
Find out how much you already know in this interactive quiz. In it we challenge some of the commonly held views about how best to resolve conflict.
In this session we explore the reality of how our brains work, and what that means for managing potential conflict. We explore the underlying mechanisms that affect decision making, and trigger our Fight/Flight response. Is there a pattern?
It's so common to hear 'I didn't see it coming' or 'It just happened so fast!' But was it really out of the blue? This is a really engaging session explores the factors we should consider when 'dynamically' assessing risk. We dig into everything from awareness states, to proxemics and more.
Identifying the potential for conflict is one thing, but what do I do about it when I see it? Each situation is different, so how do I decide what's appropriate? In this interactive module we introduce a model around which to base your decisions and demonstrate your thought process.
All too often it is assumed that staff just know how to calm conflict, using their 'communication skills'. Well, not everyone has them! In this module we explore tried and tested approaches to prevent and manage real-world conflict.
Being verbally abused, threatened or even physically assaulted is a shocking reality for some workers. But regardless of what kind of job you do, being subjected to this behaviour should never be accepted as PART of your job. In this module, we look at what to do after an incident.
Stressed brains make bad decisions. You are far more likely to have a short fuse and overestimate threat if there is lots of stress in your day to day life. In this module, we are going to introduce you to the simple, evidence based steps you can take to build your own resilience.
The final knowledge check to see how much we've taken in!
A closing message from Terry.
2. Retail Conflict Management
After an introduction from Terry we introduce you to a couple of real world incidents which don't quite go according to plan!
Find out how much you already know in this interactive quiz. In it we challenge some of the commonly held views about how best to resolve conflict in retail.
Refunds, Shoplifters, Refusing sale and more
In this session we explore the reality of life on the shop floor, including the traditional flashpoints around Refunds, Refusing sale and Shoplifters. We also look into new emerging threats in our ever changing world, such as mental illness, managing queues and masks.
The final knowledge check to see how much we've taken in!
A closing message from Terry.
Speak to one of the team
A Wellbeing Partnership
Hear from our clients
We were looking for a partner, who had a positive approach to Mental Health & Wellbeing. Someone who could convey the message in an engaging way while still being laser sharp about the seriousness of taking care of your own wellbeing. It was important to select a program, which could embrace our Colgate Culture and at the same time tap straight into various local cultures and allow each individual to feel invited and listen to.
The program has been a great success with incredible 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 for dialogue, vulnerability - and the opportunity to proactively take responsibility
Susanne Vang
Talent Acquisition & Learning Manager - Northern Europe, Colgate-Palmolive Company
We worked with Oakwood to implement mental health and wellbeing training across our workforce- this consisted of classroom based training for managers and a shorter online course. The online course was specifically designed to be lighter touch than the management course and focused on individual wellbeing. The online platform worked well in terms of delivering this as it allowed staff to undertake the training at their own pace at a time that suited them. The ability to start the course and then return to it later was also beneficial to staff in support roles as it allowed them to manage their time effectively and still carry out the day job. Feedback from staff has been very positive and they have commented that they were surprised how much they learned and took away from the online course
Lucy Finn
Assistant Director People – Scotland and North of England, Barnardo’s
Interactive and to the point. It was very compassionate and gave hope. Very insightful and educational and has helped me to have more empathy
Orlaith Downey
Business Analyst - Colgate-Palmolive Company
The key to any content is in its delivery. Nothing short of world class Terry at our Operations Leadership training. Many, many of our colleagues have been discussing this today. That’s testament to your articulation of such a difficult topic. The content is so thought provoking and I’m already trying to embrace some new approaches for my personal ‘wellbeing’ but importantly my team members.
Lee Chambers
Distribution Director, Unipart Group
Very well, mixture of formats kept it fresh. The mix of interactive, video and stories made it easy to stay engaged.
Ciaran Butler
Business Analyst - Colgate-Palmolive Company
Very good, concise, informative, understandable and meaningful All of it, good mixture of learning styles. Related to theory and easy models to follow. Highly recommended.
Lynda Atter
Cancer Awareness Nurse – Cancer Research UK
Very engaging. Learning some tips & tools to support others. Do it!
