Conflict Management for the Retail Sector: 02 Nov 10
Conflict Management for the Retail Sector
Date: 2 November 2010
Time: 10:00 am – 4:00 pm
Location: Holywood
Who is this event recommended for?
All Retail Sector managers, supervisors and staff who interact with customers and have to deal with potential situations of violence and theft will benefit by learning effective skills and realistic techniques for dealing with frustrated or aggressive individuals in a legal and safe manner.
Why attend this event?
It can clearly be seen that through this economic downturn many customers are openly showing frustration when shopping if they do not understand the sales strategy set down by the store or the customer just cannot get their message clearly across to staff. It is also evident that an increase on product returns has escalated, resulting in aggressive abuse towards staff when regulations restrict refunds due to various circumstances.
The event will place attendees into specific and realistic situations through scenarios, so as to be able to recognise and understand proven skills and techniques to defuse, calm and reduce the risk of escalation in a professional manner. It also focuses on dealing effectively with situations relating to theft.
Event Outline:
Attendees will learn key tools and techniques in dealing effectively and professionally with potentially aggressive situations and receive proven skills to build confidence while working so as to de-escalate the situation.
On completion of the event, attendees will not only improve their confidence levels, but also gain valuable skills so as to be able to identify escalating situations and use effective communication techniques with other members of staff to resolve and maintain a high level of professionalism through knowledge and understanding of:
- Definition of Workplace Violence and the details and implications involved when dealing with situations of conflict and theft.
- Assessing the risks associated with their job role.
- Tools to assist in identifying and risk assessing potentially aggressive situations – frustrated customer / theft related situations.
- Identifying when someone escalates from being emotional through to aggressive.
- Skills of how to use effective verbal and non verbal techniques when dealing with difficult customers.
- Effective communication skills so as not to escalate a potential situation and attract unwanted attention.
- Methods of how to defuse and calm situation in a confident, professional and safe manner.
This event will utilise scenario based learning using realistic situations which will further enhance the event.
Attendees will be awarded an internal certificate in Conflict Management, valid for 2 years.
Facilitator:
Will Holland – Head of Training for Quell
Working within the retail sector can be very frustrating – a continuous cycle of problems and issues will arise if staff are not correctly aware of what to do when dealing with situation of conflict and theft. Will has worked with various retail organisations on advising on policies which need to be put in place, through to developing risk assessments and training staff to stay safe when dealing with potentially violent customers or acts of theft.
Cost: £95.00 (+ VAT)
To Book a Place call Kerry on 02890 425424 or email us at info@quelltraining.com
Read this Blog: