Managing Difficult Conversations and Behaviours

From time to time in charity retail we all have to deal with difficult behaviour, either from our teams or from the public. Having conversations to manage this can feel scary and challenging, even to the best of managers. This session will give you the foundations to be able to face these sometimes challenging situations with confidence. We will share tips, ideas and information that will help manage a variety of behaviours and give you the tools you need to navigate through the trickiest conversation.

By the end of this session, you’ll be able to:

• Recognise and deal with abusive and aggressive customers/donors/visitors
• Identify some of the causes of bad behaviour
• Manage confrontation or poor performance by using positive interpersonal skills
• Be aware of the need to take care of your own personal safety, and that of your team
• Understand how your shop environment and other factors can influence a situation
• Deal with self care and access support after a challenging incident

Length: 60 minutes
Cost: £40