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Increasing profits by better managing conflict
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.
Increasing profits by better managing conflict
- 1. 6/13/2018 1 Increasing Profits byBetter 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 ProfitImpacted? • 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 • UniversalGreeting “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. AppropriateGreeting - 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 Theway 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 TeamsWill • Empower each other to maintain professionalism, always! • Speak-Up when something isn’t right • “I’ll write it like I see it”