Case study
Tesco
Empowering Tesco: Conflict management & de-escalation training to build resilience, improve decision-making, and support teams in high-pressure situations.
What we did
Top-Down Approach
Trained Retail Directors, Senior Leaders & Area Managers across Tesco UK
Bespoke Programmemes
Custom in-person sessions tailored to Tesco’s specific needs
Face-to-Face Courses
Delivered to Area Managers across the UK with supporting online resources
Live Virtual Training
Over 1,200 Store Managers trained in conflict response and decision-making
Building confidence in high-pressure situations
As the UK’s largest retailer, Tesco operates a vast network of stores with over 330,000 colleagues. Ensuring they feel confident and capable in high-pressure situations is essential. That’s where Oakwood Training stepped in, providing expert-led conflict management and de-escalation training to empower Tesco’s workforce.
A strategic, top-down training approach
We delivered a top-down training approach, ensuring Retail Directors, Senior Leaders, and Area Managers were equipped with the skills to support their teams effectively.
Our bespoke Programmemes covered post-incident management, decision-making under stress, and best practices in responding to traumatic incidents. We also focused on recognising trauma, building resilience, and understanding the impact of compassion fatigue and vicarious trauma.
Practical training for real-world situations
For Area Managers across the UK, in-person training sessions helped develop key skills in handling difficult situations, supporting teams after incidents, and preventing burnout. These were supported by additional online resources for continued learning.
We also delivered live virtual sessions to over 1,200 store managers, exploring how mindset influences actions in emotionally charged situations.
Through our partnership, Tesco teams are now better equipped to manage incidents, build resilience, and create a safer, more supportive work environment.
What the client said
"Terry and the team have been fantastic in developing bespoke training for us to help our retail management teams manage violent and distressing incidents. They really hit the brief and feedback from the team was awesome. The sessions were delivered with passion, energy and engagement! Thank you."
Ashley Brooks
Head of UK Security Operations, Tesco
"Brilliant course, really eye-opening and I will be putting the exercises into practice."
Area Manager
Tesco
"Excellent and engaging trainers who knew their stuff and made it fun. Great to mix up the theory stuff with practical interactions."
Area Manager
Tesco
"Engaging, funny and approachable trainers. I would definitely recommend this course."
Area Manager
Tesco
What the client said
"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 Programme, 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 Programme 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 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 Programme, 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 Programme 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
Oakwood's approach to Mental Health training was perfectly pitched for a senior team. The training was engaging, accessible, informative, important and mind-broadening. We came away with a much clearer picture of how mental health issues affect people at work.
Lord Simon Wolfson
CEO, Next
Oakwood's approach to Mental Health training was perfectly pitched for a senior team. The training was engaging, accessible, informative, important and mind-broadening. We came away with a much clearer picture of how mental health issues affect people at work.
Lord Simon Wolfson
CEO, Next
Oakwood's approach to Mental Health training was perfectly pitched for a senior team. The training was engaging, accessible, informative, important and mind-broadening. We came away with a much clearer picture of how mental health issues affect people at work.
Lord Simon Wolfson
CEO, Next
"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 Programme, 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 Programme 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"