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Centre, Gorleston,
Norfolk, NR31 7RA
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Retail Conflict Resolution Course (RCRC) Bundle

InstructorT. Kent

The cost is £90.00

Welcome to the Retail Conflict Resolution Course, this e-learning course creates an awareness to educate and inform delegates of basic personal security concepts, as well as personal safety strategies within the retail and hospitality sector.

According to the 2019 Retail Crime Survey, retail workers are facing increased risks of violence and abuse. On average, 115 employees are attacked at work every day with a trend towards incidents becoming more violent. The HSE recommends that training should be about both preventing as well as dealing with violence in the retail and hospitality sector.

This bundle course has been designed by security professionals with the client’s needs in mind and the subject areas selected in this bundle course have been selectively chosen specific to the retail sector and client’s requirements.

This bundle course can be based on the following modular units’ dependant on your needs:

  • The retail threats faced
  • Basic situational awareness
  • Conflict Resolution Course – Understanding Workplace Conflict
  • Conflict Resolution Course – Understanding Conflict Behaviour
  • Conflict Resolution Course – Managing Workplace Conflict
  • Dealing with difficult customers
  • You will be guided through modular easy to follow basic security and personal safety strategies and concepts that are all individually and collectively certified. The bundle course is self-paced and can be taken at anytime from anywhere.

    Course Features

    • Duration: 92 Mins
    • Skill Level: Basic
    • Language: English
    • Mobile Ready: Yes
    • Certification: TRISAT
    • Test or Exam: Yes
    • 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.

      5mins
    • 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

      2mins
    • 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

      20mins
    • 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

      15mins
    • 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

      15mins
    • 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

      15mins
    • 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

      15mins
    • 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.

      5mins

    T. Kent

    About Instructor

    Tremaine Kent has managed various aspects of security from high risk environments through to complicated technical projects, some of which was gained from a military and corporate perspective.

    Tremaine has served with various specialist units within the military and has carried this experience through to Trisat.

    Tremaine is a member of the Security Institute and holds a BSc in Security Consultancy and a FdA in Protective Security Management, amongst other relevant qualifications.

    Tremaine also has experience within the education and skills sector assisting in writing the National Occupational Standards for Close Protection with Bucks New University. This accolade of experience and qualifications enables Tremaine to author and develop unique modern courses in personal security, conflict resolution & situational awareness e-learning courses.

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