People Leaders in the retail industry face unique challenges in supporting employees and customers through difficult behaviours and situations. These challenges include managing customers whose behaviours may range from rude, to complaining, to confrontational, to aggressive and to violence and shoplifting.
This virtual instructor led session, introduces the role of mental health in these situations. It provides participants with a look at the practical application of defusing techniques across a range of typical and real world scenarios. It also briefly addresses how people leaders can begin to assist employees to manage the aftermath of these incidents.
At the end of this workshop, participants will be able to do the following:
- Understand mental health and the role of stigma
- Understand their role as a leader in managing challenging customers
- Understand their role as a leader and effective practices to support team members during challenging situations
- Leverage tools and resources to assist employees through the impact of difficult situations