De-escalating COVID-19 Conflict: When You Can’t Wear a Mask in the Workplace

While customers increasingly expect retail and hospitality workers to wear face coverings, not every worker can. Some have medical conditions which make it difficult, while others may not be able to wear a mask due to the nature of their work. This leaves these workers exposed to customer complaints, which can sometimes escalate into conflict. A natural fear of infection can cause people to react with fear or anger when they see an employee not wearing a mask. Furthermore, the growing political dimension of mask-wearing tends to aggravate mask-related conflicts.

This course equips workers who are unable to wear a mask with the skills and know-how to avoid these conflicts, and de-escalate them when they arise. To develop this course, we’ve drawn on the expertise of security specialists Trisat, who have helped clients from Jaguar Land Rover to T-Mobile keep their people safe. Our 15 years’ experience in learning design, UX and creative writing make the learner experience engaging and empowering.

Guided by lively audio narration and creative animation.

The course includes a final assessment to test learners’ mastery of the material.

At Real Projects, we create award-winning eLearning designed to inspire, engage, and empower modern workforces. Our expertly crafted courses cover a wide range of topics, from cybersecurity and leadership to AI and workplace skills—all built to integrate seamlessly with any LMS or LXP. With a focus on innovation and continuous improvement, we deliver learning experiences that drive real performance and growth. Now available on Coggno, our ready-to-go eLearning library makes it easy for organizations to access high-quality, flexible, and impactful training for teams across every industry.