#193 Handling crisis effectively with the Crisis Prevention Institute
Retail Gets Real · with Susan Driscoll · November 3, 2020 · 27 min
Summary
This episode highlights the critical need for de-escalation training for frontline retail employees, particularly heading into challenging periods like the holidays. It details a new training credential developed by the NRF Foundation and the Crisis Prevention Institute, equipping workers with skills to identify, prevent, and de-escalate customer conflicts, ensuring a safer and more efficient retail environment during the pandemic and beyond. This is crucial for retailers looking to protect their staff and customers while maintaining operational efficiency.
Key takeaways
Implement standardized de-escalation training for all customer-facing staff, focusing on early conflict identification and prevention techniques.
Train employees on specific verbal and non-verbal de-escalation tactics to confidently manage agitated customers and minimize risks.
Partner with organizations like the Crisis Prevention Institute to leverage expert methodologies for conflict resolution and safety certification.
Emphasize emotional intelligence and active listening in training programs to empower employees to maintain composure and effectively communicate during stressful interactions.
Develop a proactive approach to workplace safety that includes regular review and updates of conflict prevention protocols, particularly before high-stress retail periods like holidays.
With conflicts around health and safety likely to escalate as we head into the holiday season, the NRF Foundation recently released training credentials in retail operations and customer conflict prevention to arm frontline employees with the skills they need to better manage health and safety, for both themselves and customers, and resolve customer conflicts. The Customer Conflict Prevention Training in partnership with the Crisis Prevention Institute will train customer-facing retail employees on how to identify signs of conflict, minimize risk, and effectively de-escalate if needed. Susan Driscoll is the president of the Crisis Prevention Institute, where she oversees design, instruction, and training, among many other operations at CPI. Today, she joins us on the Retail Gets Real podcast to discuss how the foundation's new training credentials will give retail workers the tools to promote safety and the confidence to operate efficiently during the pandemic. Learn more at retailgetsreal.com.
What does this episode say about retail & omnichannel?
Implement standardized de-escalation training for all customer-facing staff, focusing on early conflict identification and prevention techniques.
What does this episode say about founder & leadership?
Train employees on specific verbal and non-verbal de-escalation tactics to confidently manage agitated customers and minimize risks.
What does this episode say about retail & omnichannel?
Partner with organizations like the Crisis Prevention Institute to leverage expert methodologies for conflict resolution and safety certification.
What does this episode say about retail & omnichannel?
Emphasize emotional intelligence and active listening in training programs to empower employees to maintain composure and effectively communicate during stressful interactions.
What does this episode say about retail & omnichannel?
Develop a proactive approach to workplace safety that includes regular review and updates of conflict prevention protocols, particularly before high-stress retail periods like holidays.
