We understand retail can sometimes be as demanding as it is rewarding. Whether it’s a tense interaction or a challenging customer moment, how your team handles high‑pressure situations influences not only the customer experience, but also your staff’s morale and overall wellbeing.

To help retailers feel empowered and prepared, we are hosting a FREE Online Workshop:

Managing Challenging Behaviour in Retail 

Why This Workshop Matters

Confidence comes from having a toolkit. When staff members know how to spot a trigger or when to use an exit strategy, they aren’t just managing a customer, they are protecting the store’s environment and their own peace of mind. This session isn’t just about customer service – it’s about understanding the ‘why’ behind conflict and prioritising staff safety in every encounter.

Topics

Delivered by expert consultant Tony O’Brien, this 90-minute session is packed with practical, real-world strategies designed specifically for the retail sector:

• Conflict Types & Personalities: Understanding how different staff temperaments interact with different conflict styles
• The Conflict Cycle: Identifying triggers and recognising warning signs before a situation escalates
• Dynamic Risk Assessment: Learning how to think on your feet and assess safety in real-time
• Communication Mastery: Specific verbal and non-verbal techniques to de-escalate tension
• Exit Strategies & Decision Trees: Clear frameworks for when (and how) to safely remove yourself from a situation
• Post-Conflict Wellbeing: Why the “aftermath” matters and how to support your team’s mental health after a tough encounter
• Questions & Answers

Event Details

This session is completely free and delivered virtually for your convenience. If you or your team aren’t available to join on the day, get in touch with us afterwards to access the recording.

• Date: Tuesday, 10th March 2026
• Time: 10:00 – 11:30am
• Delivered via Zoom

Ready to empower your team? Click here to register via Zoom

About the Facilitator

Tony O’Brien is the Director of Elite Risk Services and a leading expert in security risk management. With extensive first-hand, applied experience and a background in high-level security consultancy, Tony specialises in designing workplace conflict‑management systems that prioritise safety, confidence, and practical outcomes. His high‑quality, bespoke training empowers teams to respond effectively in challenging situations.

Spread the Word

Do you have colleagues or team members who would benefit from this training? Feel free to share this post. We want to ensure as many retail professionals as possible have the confidence to handle whatever the workday throws at them.

If you have any questions regarding the session, please don’t hesitate to reach out to the Retail Ireland Skillnet team on the below.

Phone: 074 91 76853 or Email: info@retailirelandskillnet.com