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De-escalating volatility: Turning down the volume when tensions build [Closed to Press]

Thursday, June 13
8:15am
–8:45am
CIS Security Solutions Theatre, ACC North, Level 2
De-escalating volatility: Turning down the volume when tensions build [Closed to Press]

When the customer discovers that a “must have” item is out-of-stock, tempers can flare. Asking frontline associates—often young and not very experienced—to step in and defuse the situation is a major challenge. The importance of empathy while firmly yet calmly asserting the rules are just the first steps toward preparing store associates to manage aggressive behaviors.

Members of the Press will not have access to this session.

, Director, Asset Protection
, Bloomingdale’s
, @Bloomingdales
, Director, Global Security
, McDonald’s Corporation
, @McDonalds
, Principal
, Strongside Principles LLC
, @StrongsideComm