Retail Conflict Management: 01. Why Retail Conflict Management?

Retail Conflict Management: 01. Why Retail Conflict Management?

Learning objectives

  • To gain an understanding of retail conflict management.

Course overview

If you work in an industry with continual customer interaction and exchange of money, you're bound to run into an unhappy person or experience a disagreement with someone at some point. Nobody wants to deal with conflict at work, but it's an unfortunate fact of doing business. In this series, we'll look at a few important keys to retail conflict management, including preparing yourself with common scenarios, recognizing the phases of escalation, de-escalating, and maintaining control in these tense situations. The goal is to prepare you for the worst-case scenarios ahead of time, so they don't catch you off guard.
  • 3 minutes
  • Format: Video
  • English
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