Training Videos to Help Protect Your Store, Staff and Customers
Practical, real-world guidance to help staff recognise risk, de-escalate situations, and stay safe.
Developed with retail safety experts Workforce Resilience.
Choose a video below to begin.
Name It to Tame It teaches you how to identify early signs of frustration or aggression in customers and calm the situation by acknowledging their emotions. This scenario shows how simple phrases like “I can see you’re frustrated” can defuse tension and keep everyone safe.
Situational awareness is about staying alert to anything unusual in your surroundings. In this scenario, we look at how to recognise suspicious behaviour — like someone avoiding eye contact, hiding their face, looking around nervously, or keeping a hand in their pocket.
The quicker you notice that something feels “off,” the sooner you can act safely. Observe, be curious, think ahead, and help build a strong challenge culture in your workplace. Remember: you win when they leave.
Theft Intervention is one of the highest‑risk moments in retail, with most store violence occurring when staff try to stop offenders. In this scenario, we explore how to stay safe when someone attempts to leave the store with unpaid goods. Remember: your safety comes first. You win when the offender leaves and everyone stays safe.
The TICK Principle helps staff stay calm and safe during bag checks or tense customer interactions. TICK: Take a breath, Ignore the urge to escalate, use a Customer service approach, and Keep safe when approaching a customer who is unhappy about being spoken to.
Why This Training Matters
Retail teams interact with the public every day, and situations can escalate quickly. These short scenario-based videos provide practical techniques staff can apply immediately in real retail environments.
What You’ll Learn
✔ Recognise behavioural warning signs
✔ Use de-escalation techniques
✔ Protect personal and team safety
✔ Respond appropriately to threats
