Managing Challenging Behaviour in Retail – Watch Recording
Watch the 90 minute webinar designed to empower retail professionals with the practical skills needed to handle challenging encounters with calm and confidence.
The goal of this session is to transform how your retail team handles difficult interactions.
We move beyond theory to provide a comprehensive toolkit for identifying conflict triggers and intervening early. Participants will learn to navigate high-pressure moments using de-escalation communication and tactical decision trees, backed by dynamic risk assessments to ensure safety remains the top priority. From executing safe exit strategies to managing post-incident wellbeing, this workshop ensures your workforce is prepared, protected, and resilient in the face of challenging behaviour.
DELIVERED IN PARTNERSHIP WITH RETAIL IRELAND
- Category: Compliance
- Webinar - 100% Self-Paced Online
- 90 Minutes
- FREE
- N/A
- Main Themes
- 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
- Duration
90 Minutes
- Course Delivery
Complete the form below to gain access to the recordings and we will be in touch thereafter with a link to register.
- Qualification
Not applicable