Retail Conflict Management Course (RCMC) Bundle

Module 1 – Welcome to the course
In this module you will be introduced to Trisat terms and how to get the most from the course (PDF). You will then be provided, an introduction to retail conflict resolution course video. The last part of this module is to establish what you already know, so that we can assess your learning objectives at the end of the course.

Module 2 – Introduction to the Retail Threats Faced
This module provides statistical information concerning the modern problems faced to employees within the retail sector. This provides the reason “Why” this course is important. You will be provided with the following:

1. Introduction Video explaining retail threats faced

Module 3 – Basic Situational Awareness (Optional Module)
This is an optional module to enable the delegates to understand basic situational awareness ideas and concepts to aid in their personal security within the retail sector. You will be provided with the following:

1. Introduction Video explaining basic situational awareness
2. By the end of the e-learning course within this module delegates will be able to understand:
– What situational awareness is
– Why situational awareness is important
– How to monitor your own awareness
– How to identify when a situation is potentially dangerous
– What to do when you notice a potentially dangerous situation
– The most common situational awareness mistakes
3. The Colour Coding Awareness recap video
4. Becoming situational aware video
5. A quiz that focusses on the main points of the course
6. A recap video on elements to be remembered

Module 4 – Understanding Workplace Conflict
This is the first part of the conflict resolution modules. You will be provided with the following:

1. Introduction Video explaining workplace conflict
2. By the end of the e-learning course within this module delegates will be able to understand:
– What workplace conflict is
– What conflict resolution is
– Your legal rights and responsibilities in a conflict situation
– The difference between a conflict threat and a conflict risk
– What kinds of threats to watch out for in the workplace?
– How to reduce the risks associated with workplace conflict
3. Links to external resources that will aid in your understanding
4. A quiz that focusses on the main points of the course
5. A recap video on elements to be remembered

Module 5 – Understanding Conflict Behaviour
This is the second part of the conflict resolution modules. You will be provided with the following:

1. Introduction Video explaining conflict behaviour
2. By the end of the e-learning course within this module delegates will be able to understand:
– How people communicate in conflict situations
– The way people’s behaviour changes as a situation develops
– How to recognise aggressive behaviour
– What emotional situations trigger aggression, and how to manage an aggressive response
– How people typically respond to aggression
– What responses can de-escalate a conflict situation
– reduce the risks associated with workplace conflict
3. Links to external resources that will aid in your understanding
4. A quiz that focusses on the main points of the course
5. A recap video on elements to be remembered

Module 6 – Dealing with difficult customers
This is retail specific module within retail on how to manage difficult customers in the retail sector. You will be provided with the following:

1. Introduction Video explaining how to deal with difficult people in the retail or hospitality sector (Customers)
2. By the end of the e-learning course within this module delegates will be able to understand:
– Why it is important to know how to deal with difficult customers
– Basic strategies for helping difficult customers
– The different types of difficult customers
– Advanced strategies for dealing with each type
– The golden rule of working with difficult customers
3. A quiz that focusses on the main points of the course
4. A recap video on elements to be remembered

Module 7 – Managing Workplace Conflict
This is the third part of the conflict resolution modules. You will be provided with the following:

1. Introduction Video explaining how to manage workplace conflict
2. By the end of this module delegates will be able to understand:
– What conflict management is
– How to disrupt the “vicious cycle” which causes conflict to escalate
– How to manage a conflict situation
– How to de-escalate conflict
– How to negotiate a peaceful ending to conflict
– Key conflict management do’s and don’ts
3. Links to external resources that will aid in your understanding
4. A quiz that focusses on the main points of the course
5. A recap video on elements to be remembered

Module 8 – Before you go
You will need to answer questions on the course material from a CPD perspective and then you will be able to rate the course and download your certificate.