Security for Retail and Hospitality Staff: De-escalating Conflict

This course equips learners to avoid and de-escalate potential conflict situations. When a disagreement breaks out between two customers, or a customer makes an aggressive complaint, the wrong response by staff can escalate the situation, unnecessarily increasing the conflict risk. This course shows learners the right way to respond to any minor confrontation. By exploring a series of animated workplace environments, learners gain a new perspective on workplace conflict, developing stronger situational awareness and acquiring key security know-how. The course takes around 10 minutes to complete, and includes a multiple-choice assessment to test learners’ mastery of the content. This course forms part of the Security for Retail & Hospitality Staff series. Designed to improve workplace safety and reduce the risk of criminal activity, the series provides targeted security training for retail & hospitality staff. It was developed in partnership with our security specialists, who have helped clients from Jaguar Land Rover to T-Mobile create more secure working environments.

Learning objectives:

• Recognize the impact of conflict
• De-escalate conflict
• Stay calm in a conflict situation
• Anticipate and avoid conflict situations