The Conflict Ladder

This leaflet will provide retail employees with insight into conflicts and conflict management, so they can improve their ability to handle customer conflicts. The central point is how to manage conflicts at an early stage, so that they don’t escalate and become hard to resolve, and how to manage conflicts where a customer might be angry from the outset. The leaflet can be used by management, employees, and members of the Health and Safety Organization.

Danish version

• Get leaflet in Danish