DE-ESCALATION TRAINING PROGRAMME

De-escalation

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.

All retail managers and their teams.
Other workplaces that may deal with angry customers.
Being situationally aware at work.
What an angry customer looks and sounds like.
Staying calm.
Using the H.E.A.R technique (hear, empathise, ask, resolve).
Using your body language.
Keeping a safe distance.
When and how to get help.
Asking the customer to leave the store.
Safely disengaging from unsafe situations.
Basic guidelines for escalated situations (violence or weapons).
(For managers) Supporting and preparing your team.

After completing these courses, your team will be able to demonstrate the following behaviours with confidence:

Observe their surroundings, assess the situation and notice angry customers when they come into their store.
Manage their personal emotions and reactions when faced with an angry customer.
Use the H.E.A.R. technique, body language and safe distancing to de-escalate an angry customer.
Work together as a team to communicate with each other during situations with angry customers.
Keep themselves safe in escalated situations by safely disengaging, asking the customer to leave and/or getting help from their manager, security or the police.
Recognise how to adjust their de-escalation methods in extreme situations.
(For managers) Comfortably support their team before, during and after events with an angry customer.
COURSES INCLUDED
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Situational awareness

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.

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Managing an angry customer

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.

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Staying safe

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.

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Supporting your team (Manager's course)

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.

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HEALTH & SAFETY

Other health & safety courses

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:

Reduce the risk of accidents and injuries.
Promote a healthy and safe work environment.
Comply with business policy and procedure.
Enhance your business reputation and commitment to well-being.
Lower costs by reducing accidents, injuries and lost productivity.

Investing in health and safety training can lead to a safer, more productive, and more successful workplace.

COURSES
Online course - Compliance - Health & Safety at Work Act (New Zealand)
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Health & Safety at Work Act (New Zealand)

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.

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Online course - Wellbeing - Heart Attacks and Cardiac Arrests: Know what to do!
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Heart Attacks and Cardiac Arrests: Know what to do!

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.

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Online course - Health & Safety - Ladder safety
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Ladder safety

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!

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Online course - Health & Safety - Manual handling
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Manual handling

Learn how to prevent manual handling injuries in your workplace, by using the right techniques when moving an object.

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Online course - Health & Safety - Slips, trips and falls
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Slips, trips and falls

Develop an awareness of the hazards in your workplace that could cause a slip, trip or fall, and learn how to manage these.

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Online course - Diversity & inclusion - Understanding harassment and discrimination and why it's not okay
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Understanding harassment and discrimination and why it’s not okay

Recognise and respond appropriately to harassment and discrimination at work, and do your part to maintain a respectful and safe work environment.

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Online course - Understanding harassment and discrimination and why it's not okay (a guide for leaders)
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Understanding harassment and discrimination and why it’s not okay (a guide for leaders)

Recognise and respond appropriately to harassment and discrimination, and understand your role as a leader in preventing these from occurring in your workplace.

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Online course - A guide for leaders - Understanding sexual harassment and why it's not okay
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Understanding sexual harassment and why it's not okay (a guide for leaders)

Recognise and respond appropriately to sexual harassment, and understand your role as a leader in preventing sexual harassment in your workplace.

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Online course - Understanding sexual harassment and why it's not okay
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Understanding sexual harassment and why it’s not okay

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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