Increasing profits by better managing conflict
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This document discusses de-escalation training for retail store employees to better manage conflicts. It notes an increased number of shoplifting incidents and less compliant shoplifters. De-escalation training can increase profits by structuring communication, building confidence, reducing absenteeism and liability, and improving culture. Macy's partnered with Vistelar to develop a customized "train the trainer" program using useful strategies like a universal greeting and understanding proxemics to position the body to manage situations. The training empowers employees to maintain professionalism and speak up when something isn't right.
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Increasing profits by better managing conflict
- 1. 6/13/2018 1 Increasing Profits by Better Managing Conflict Why De-escalation Training? • 3 year trend- increased number of incidents • Shoplifters are Less Compliant • Brand Protection- You Tube and Social Media
- 2. 6/13/2018 2 How is Profit Impacted? • Structured Communication • More Confidence • Less Absenteeism • Culture • Brand Protection • Reduce Customer Complaints and Associated Liability • Reduce Workers Compensation Claims Macy’s and Vistelar • Partnership Developed Through NRF • Together Customized a “Train the Trainer” Program • 3 Hour Class Room Training Facilitated by Macy’s
- 3. 6/13/2018 3 Useful Strategies • Universal Greeting “If you don’t tell them what to say, you shouldn’t be surprised by what comes out of their mouths.” Dave Young- Vistelar Universal Greeting 1. Appropriate Greeting 2. Name and Affiliation 3. Reason for Contact 4. Relevant Questions
- 4. 6/13/2018 4 Universal Greeting C1. Appropriate Greeting - Excuse Me Sir/Miss C2. Name and Affiliation - I’m Store Asset Protection C3. Reason for Contact - The reason that I am approaching you is; you may have forgotten to pay for some items C4. Relevant Question - Lets discuss this in an area out of public view. Can you follow me please? Universal Greeting Demonstrate… Write it and practice with a partner.
- 5. 6/13/2018 5 Useful Strategies • Proxemics The way we position our body will help manage the situation. Proxemics 10 Feet – Evaluation / Exit 5 Feet – Communication / Evade 2 Feet – Operation / Escape
- 6. 6/13/2018 6 Proxemics Ethical Intervention Our Teams Will • Empower each other to maintain professionalism, always! • Speak-Up when something isn’t right • “I’ll write it like I see it”