How to spot potential conflict and what to do about it. 

Managing conflict in a retail setting has always presented challenges, with the usual flashpoints being around refunds, refusing service and shoplifting.  

In the wake of the global pandemic, the role of the retail employee has grown to include managing queues, panic buying and encouraging social distancing and face masks. 

This has led to a significant rise in abuse, violence and aggression towards retail employees, doing their best in difficult times and with often ambiguous and unclear guidance. 

There are times however, where the actions of staff, whether intentional or not, really do not help things.  

Security guards, CCTV and body cameras can help, but with a greater focus on the latest gadgets and technology, let's not forget the most fundamental tool in the toolbox: Communication skills.  

In this course we are going to look at what you can do to help prevent and manage conflict to reduce the risk of violence and aggression where you work. 



Our team of conflict management specialists have come together to provide you with evidence based guidance in this online awareness course. We've developed this course to be just as engaging and interactive as our face to face programmes.

Here’s what you get...

Access to TWO online courses straight away. It's modular so you can drop in and out anytime, and pick right back up where you left off.

Gain understanding

Our specialist team share real world practical tips on how to prevent and manage conflict in a retail setting. 

Learn 'best practice' 

Learn tried and tested approaches to identify shoplifters, manage refunds, refuse service, encourage social distancing and masks. 

Engaging Content

None of the usual 'read text and click next'. Our course are designed to engage with activities, video and knowledge checks!

What’s in our Retail Conflict Management Course?

Two courses actually! We've bundled these programs together to ensure you get the most from your training. 


Retail conflict management

What's in the course?

Unit 1: Let's set the scene

After an introduction from Terry we introduce you to a couple of real world incidents which don't quite go according to plan!

Unit 2: Opening quiz

Find out how much you already know in this interactive quiz. In it we challenge some of the commonly held views about how best to resolve conflict in retail.

Unit 3: Life on the shop floor

Refunds, Shoplifters, Refusing sale and more

In this session we explore the reality of life on the shop floor, including the traditional flashpoints around Refunds, Refusing sale and Shoplifters. We also look into new emerging threats in our ever changing world, such as mental illness, managing queues and masks.

Unit 4: Knowledge check

The final knowledge check to see how much we've taken in! 

Unit 10: Closing thoughts

A closing message from Terry.

What's in the course?

Unit 1: The consequences of conflict

After an introduction from Terry we introduce you to Dave, and an incident which didn't quite go to plan!

Unit 2: Opening quiz

Find out how much you already know in this interactive quiz. In it we challenge some of the commonly held views about how best to resolve conflict.

Unit 3: Why do people get angry?

In this session we explore the reality of how our brains work, and what that means for managing potential conflict. We explore the underlying mechanisms that affect decision making, and trigger our Fight/Flight response. Is there a pattern?   

Unit 4: How to spot potential conflict and assess risk

It's so common to hear 'I didn't see it coming' or 'It just happened so fast!' But was it really out of the blue? This is a really engaging session explores the factors we should consider when 'dynamically' assessing risk. We dig into everything from awareness states, to proxemics and more.     

Unit 5: Deciding what to do

Identifying the potential for conflict is one thing, but what do I do about it when I see it? Each situation is different, so how do I decide what's appropriate? In this interactive module we introduce a model around which to base your decisions and demonstrate your thought process.

Unit 6: What can I do to calm things down?

All too often it is assumed that staff just know how to calm conflict, using their 'communication skills'. Well, not everyone has them! In this module we explore tried and tested approaches to prevent and manage real-world conflict. 

Unit 7: After an incident

All too often it is assumed that staff just know how to calm conflict, using their 'communication skills'. Well, not everyone has them! In this module we explore tried and tested approaches to prevent and manage real-world conflict.  

Unit 8: How to look after yourself

Stressed brains make bad decisions. You are far more likely to have a short fuse and overestimate threat if there is lots of stress in your day to day life. In this module, we are going to introduce you to the simple, evidence based steps you can take to build your own resilience. 

Unit 9: Knowledge check

The final knowledge check to see how much we've taken in! 

Unit 10: Closing thoughts

A closing message from Terry.

About The Trainer:
Terry Streather

Terry is Director and Head of Training at Oakwood. With 15 years of front line experience as a police officer and specialist conflict management trainer, he knows that real life conflict doesn’t follow a script!     

He believes that by understanding conflict and it's impact on wellbeing we will be able to prevent and resolve it more effectively. When he's not wrestling with his kids, he spends his time speaking, teaching and advising organisations on their approach to wellbeing and personal safety, and the link between them.

How much does it cost?

For Me

£69 (reduced from £150)

For your Company

Get full access for your organisation.  

Let us know how many people you need the course for so we can suggest the most cost effective solution. 

Get in touch 

100% Satisfaction Guarantee

We know that you and your staff will love our courses.

Remember, we can alter any content to suit your specific needs to ensure you get the most out of your training. If, for whatever reason, you are unhappy with the course, we will give you a full refund. 

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