This programme is an entry-level training solution for retailers wanting their teams to be more confident and prepared when faced with angry customers.
These situations can be really confronting for your teams and greatly impact their safety, job satisfaction and mental health. However, when everyone feels prepared and knows some strategies to de-escalate a range of situations, they'll be more likely to stay safe and achieve positive outcomes.
After completing these courses, your team will be able to demonstrate the following behaviours with confidence:
Develop awareness of what's going on around you, so you can notice angry customers in your store and take action before the situation escalates.
Learn the right things to say and do when confronted by an angry customer, to help calm them down and prevent the situation from escalating.
Gain some strategies to keep yourself safe when you can't de-escalate an angry customer, including getting help, getting somewhere safe or asking the customer to leave the store.
Learn how to best prepare your team members for angry or aggressive customers, and understand how you can support them during and after a confronting event.
Courses cover the knowledge, skills and best practices specific to health and safety in the workplace.
The courses in our ever-growing Health & Safety library will help you:
Investing in health and safety training can lead to a safer, more productive, and more successful workplace.
Gain an understanding of the Health and Safety at Work Act and learn how to comply with its guidelines to protect your safety and wellbeing at work.
This course will teach you how to identify the warning signs and symptoms so you know what to do if you think someone is experiencing a heart attack or cardiac arrest.
Minimise the risk of a ladder incident, by learning how to set up and use your ladder in the right way—even if it’s just a step ladder!
Learn how to prevent manual handling injuries in your workplace, by using the right techniques when moving an object.
Develop an awareness of the hazards in your workplace that could cause a slip, trip or fall, and learn how to manage these.
Recognise and respond appropriately to harassment and discrimination at work, and do your part to maintain a respectful and safe work environment.
Recognise and respond appropriately to harassment and discrimination, and understand your role as a leader in preventing these from occurring in your workplace.
Recognise and respond appropriately to sexual harassment, and understand your role as a leader in preventing sexual harassment in your workplace.
Recognise and respond appropriately to sexual harassment at work, and do your part to maintain a respectful and safe work environment, free from sexual harassment.
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