Benefits of De-escalation & OVA Training with Resolution Education
Conflict resolution training reduces the number of altercations faced in retail spaces and boosts customer satisfaction, a key to retail success. With Resolution Education’s training, staff become more aware of their environments, and teams get on the same page regarding how to deal with aggression and difficult behaviour. They also learn the legal requirements behind dealing with altercations, as well as company policies and procedures.
Staff become able to handle physically and verbally aggressive situations correctly and confidently. Clients and customers will be kept happy with exceptional customer service, because their needs are attended to and their safety is prioritised.
We use our signature A.D.P. Framework (Awareness, De-escalation, Protection) to train staff, which builds on skills in levels. This allows staff to each gain the skill level of conflict resolution that is relevant to them – whether they need only some training, or the most complex. By building these skills gradually, trainees are also more likely to remember them well and be able to use them practically. Our training is fully comprehensive, from how to sense the earliest warning signs of aggression and knowing what to do, to how to handle aggression when it is happening and the correct steps to take after.
Comprehensive De-escalation & OVA Training for the Retail Industry
De-escalation & OVA Training in the Retail Industry
Retail workers face many customers on a daily basis, with a range of attitudes, communication styles, cultures and needs. When customers become upset with a purchase or with the customer service level of a store, they can sometimes become angry and even aggressive. It is also likely that retail workers will deal with cases of theft, and need to know how to best deal with such incidents to keep themselves safe and not escalate a potentially dangerous situation.
Altercations may be over the phone/email or in person, and can be both physical and verbal. In any case, retail staff deserve to feel safe in their workplace, with the knowledge of how to de-escalate situations before they occur, or know how to deal with them appropriately when they do. Reducing risk is the most important aspect of our training, to give all staff the peace of mind that themselves, their co-workers, and their customers are safe.
We’ve trained:
- Advertising & Marketing Staff
- Buyers
- Cashiers
- Cleaners
- Customer Service Representatives
- Floor Staff
- Human Resources Staff
- Inventory Managers
- Maintenance Workers
- Managers & Team Leaders
- Merchandisers
- Sales Associates
- Security Guards
- Stockers
- Warehouse Workers
With over two decades in resolution training, Resolution Education knows the best techniques and training methods for retail workers. We work hard to understand the day-to-day functions of your business, as well as potential dangers, to offer customised training for your staff. This includes specific role-playing scenarios of situations they are likely to face. We train all levels of staff, in businesses big and small. The priority of our training is to promote occupational safety to all, allowing every worker – whether they’re the CEO of a large retail company or floor staff in a small shop – to feel at ease in their workplace.
Resolution Education has a proven track record in the successful delivery of the following in the Retail Industry:
- De-escalation and OVA (Occupational Violence and Aggression) Training Frameworks customised to the workplace
- Tactical Communication Training
- Consultation with organisation representatives to ensure fit-for-purpose training programs and supporting materials
- Face-to-face training, and virtual and video-based eLearning
- Delivery of training to a range of levels of staff
- Evaluation report post-training to determine success level (including the use of trainee feedback)
Training Courses for Retail Workers
- De-escalation and Advanced Tactical Communication Training
- Physical Intervention Training to keep the team safe
- Phone De-escalation Training
- Train the Trainer (have your organisation’s internal trainers deliver OVA and Restraint Training)
- Customised Training for various retail industry roles
We work with a variety of retail stores, not limited to the following specialisations:
- Books
- Collectables
- Department Stores
- Discount Stores
- E-Commerce
- Electronics
- Fashion
- Food (supermarkets, grocery stores, fast food, bakeries, butchers, convenience stores and smaller food retailers)
- Garden Centres
- Gifts/Souvenirs
- Homewares and Furniture
- Jewellers/Accessories
- Music
- Pet Care
- Second-Hand/Op-Shops
- Sports
- Toys
