Duration 34 minutes

Audience Employees

Description

The coronavirus pandemic has fundamentally changed people's lives. Many have lost their jobs or taken on the burden of homeschooling while also trying to work. Many have fallen victim to the virus or are dealing with family members who are ill. Many are fearful. Everyone is stressed out, but people still need and want to make purchases. Whether you know it or not, your job has taken on a whole new level of responsibility. That's what we'll talk about here. In this series, we'll help you understand your role in reducing conflicts during this high-tension time. This first program will talk about why this training is important, and what you can expect to gain from watching this series.

What you'll learn

Retail Conflict Management: 01. Why Retail Conflict Management?

Retail Conflict Management: 02. Preparation and Scenarios

Retail Conflict Management: 03. Phases of Escalation

Retail Conflict Management: 04. De-Escalation

Retail Conflict Management: 05. Maintaining Control

Sysem Requirements

• Windows 7 and newer
• Mac OS 10 and newer
Supported Browsers:
The current and previous major releases of the following browsers
• Safari v11 and higher
• Firefox v65 or higher
• Chrome v70 and higher
• Microsoft Edge v42 and higher
• Internet Explorer v11 and higher (Windows only- may exhibit visual differences from other
browsers)
Computer Speed and Processor:
• Use a computer 5 years old or newer when possible.
• 1GBofRAM
• 2GHz processor

Languages

English

Skills you'll gain

business business skills retail conflict retail conflict management HSI-ej4

Details to know

Certificate

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Retail Conflict Management

Retail Conflict Management: 01. Why Retail Conflict Management? The coronavirus pandemic has fundamentally changed people's lives. Many have lost their jobs or taken on the burden of homeschooling while also trying to work. Many have fallen victim to the virus or are dealing with family members who are ill. Many are fearful. Everyone is stressed out, but people still need and want to make purchases. Whether you know it or not, your job has taken on a whole new level of responsibility. That's what we'll talk about here. In this series, we'll help you understand your role in reducing conflicts during this high-tension time. This first program will talk about why this training is important, and what you can expect to gain from watching this series.

Retail Conflict Management: 02. Preparation and Scenarios When you're dealing with stressful situations at work, one of the best things you can do to reduce that stress is to be prepared for those scenarios ahead of time. When you know your company policies, what difficult scenarios might arise, and how to handle them before they happen, you'll be better-positioned to respond in the appropriate manner. So in this course, we'll talk about ways you can be prepared for difficult situations that might arise at work. We'll go over customers' rights vs. store rights and policies. We'll cover how to handle customers who claim they have a medical condition that prevents them from wearing a mask. We'll discuss managing general retail delays that are occurring due to the pandemic. We'll also touch on how to handle verbal and physical assaults.

Retail Conflict Management: 03. Phases of Escalation 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.

Retail Conflict Management: 04. De-Escalation The ideal outcome for conflict management is to prevent it from ever happening. But no matter what you do, some conflicts are going to flare up, especially when nerves are high, and people are worn out. You do, however, have the ability to prevent some issues from arising. And you do have the ability to minimize the conflicts that are seemingly inevitable. That's what we'll discuss in this course on de-escalation.

Retail Conflict Management: 05. Maintaining Control When you're in a conflict with a customer, it's easy for things to get out of hand. If you're coming from a mindset of, "The customer is always right," or you just don't know what to do with your own emotions, maintaining control over tense situations is difficult. In this program, we'll go over some tips to help simplify things. We'll also help to prepare you for common scenarios that may arise during these stressful, unprecedented times.

Price per license

$20.00

No. of licenses

Total

$20.00

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Retail Conflict Management

Retail Conflict Management

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What you'll learn

Sysem Requirements

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Details to know

Retail Conflict Management