The conflict Ladder
Welcome the world of conflict!
The purpose of this leaflet is to provide retail employees with insight into conflicts and conflict management, so they can improve their experience of handling 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 also 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 Organisation.
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