Retail Conflict Management: 03. Phases of Escalation

Course overview

Conflicts can escalate quickly. Your job is to step in and de-escalate the situation before things get out of hand. There are four phases of conflict, with each phase presenting different signs, and that's what we'll cover here. We'll talk about what signs to look for, and how to handle each phase, so you're prepared for anything when conflicts arise. Luckily, with the right training, you'll be able to catch specific signs in the early phases and diffuse these situations quickly.
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