People Leaders in the retail industry face unique challenges in supporting employees and customers through difficult behaviours and situations specific to their environment. These challenges include managing customers whose behaviours may range from rude, to complaining, to confrontational, to aggressive and to violence and shoplifting.
This workshop incorporates best practices in building an understanding of the role of mental health in these situations. It provides participants with an opportunity for practice of hands-on defusing techniques across a range of typical and real world scenarios. It also guides people leaders through the process of effectively assisting impacted employees through the aftermath of these challenging situations.
TELUS Health Learning workshops go beyond awareness, and allow participants to practice and engage with the topic. Facilitated in small groups, participants can expect learning activities like small-group discussion, breakout rooms, role-play, scenario-based learning – as well as more standard elements like Q&A, polling and chat functionality.
At the end of this workshop, participants will be able to do the following: