Retail Conflict Management: 03. Phases of Escalation

Retail Conflict Management: 03. Phases of Escalation

Learning objectives

  • Gain an understanding of retail conflict management.

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.

The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.


  • 6 minutes
  • Format: Video
  • Tier: 1
  • Course ID: 8170
Language Icon English
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