Managing Conflict in Retail

Managing Conflict in Retail
£15 +VAT

This Managing Conflict in Retail course will help those working in food retailers deal with conflicts that can arise with customers. As customer service is a large part of the role, retail workers often find themselves in difficult situations. Occasionally, this can lead to confrontations that may leave you feeling intimidated or even threatened. This course will offer advice and guidance on how best to deal with these situations, so that you can feel safe at work.

There are many different factors that can cause a conflict between customers and staff. This course will examine the common causes of these conflicts, and provide advice on how best to handle a customer complaint. It also covers the sale of alcohol and other age-restricted products, and guidance on dealing with verbal and physical abuse, shoplifting and robberies. By the end of this course, you will feel secure in your knowledge and understanding of what can cause a conflict with a customer and confident in dealing with any difficult situation that may come your way. Once learnt, these skills can be applied to any future role you may have.

  • Developed by hospitality industry experts
  • Accredited by CPD
  • Endorsed by the Institute of Hospitality
  • Fully online course and assessment with no time limits
  • Full audio voiceover
  • Approximate duration: 1 hour
  • On completion, certificate is posted the next day

Who should take this course?

This Managing Conflict in Retail course is suitable for anyone who works in a food retailer. It will be beneficial to those new to the industry, but also those with years of experience and in a supervisory or management role. This certified online training is ideal for people working in:

  • A supermarket.
  • An off-license.
  • Any other food retailer.


CPD Approved
IoH Approved

All of our courses are accredited by the CPD Certification Service as conforming to universally accepted Continuing Professional Development (CPD) guidelines.

Additionally, this course is endorsed by the Institute of Hospitality as providing independently-evaluated, quality content that teaches good practice standards.

On successful completion of the course you will be sent a quality assured certificate through the post the next working day. This can be used to provide evidence for compliance and audit. 

This certificate does not have an expiry date.

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Course content

1Managing Conflict in Retail

Employee rights, delivering effective communication, alcohol safety and age-restricted products, handling customer complaints, dealing with difficult situations such as verbal and physical abuse, shoplifting and robberies.

 Download Course Overview (PDF)

Aims of the course

By the end of the course, you will:

  • Understand your rights as an employee in regards to being safe at work.
  • Know the laws surrounding the sale of age-restricted items, including what constitutes a valid form of identification.
  • Understand how alcohol safety can help to limit conflict.
  • Identify the common causes of conflict between staff and customers in retail.
  • Know how to effectively handle a complaint.
  • Have the confidence and skillset to deal with a range of difficult situations.


The online assessment is taken on completion of the training material. You will be asked 5 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass, don't worry! You can take the test as many times as you need with no extra charge.