Conflict Awareness and De-escalation for Retail Staff - PM

Conflict Awareness and De-escalation for Retail Staff

Retail workers can sometimes be the front line for challenging behaviour, including aggression and shoplifting. This session is designed to equip shop workers with practical tools to prevent escalation, manage incidents, and stay safe in difficult situations. With retail settings often lacking the clear “zero tolerance” protocols found in other public-facing roles, this training offers timely and much-needed support. The workshop will cover:

• Recognising early warning signs of tension or aggression

• Communicating clearly and calmly under pressure

• De-escalation techniques that prioritise safety

• Maintaining personal boundaries and wellbeing

Delivered in a supportive and interactive style, the session focuses on awareness, prevention, and practical de-escalation strategies tailored to the retail environment. Priority will be given to Charter Walk Retail staff in the first instance.

Delivered by Smile Mediation
Charter Walk Community Room
1.30pm – 3.00pm