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Learning content
Tools to feel safer at work
Short sessions focusing on strategies you can use to stay emotionally and physically safe at work.
Prepared to recover: the D.A.R.E method
Sometimes you might find yourself in challenging situations at work. Remembering the D.A.R.E model can help you process your emotions, recover more quickly, and regain control of your day. Find out how.
Handling antisocial behaviour safely
For retail colleagues on the ground, antisocial behaviour can feel sudden, overwhelming, and unsafe. Here’s some simple advice on how to stay safe in situations like these.
What to do when you’re being filmed without consent
Being filmed without your consent can make you feel uncomfortable or even unsafe. Learn some practical steps to protect yourself in the moment.
Mindset
Your frame of mind is the most important factor in how you understand and respond to a situation. Learn how your mindset can help protect your wellbeing, manage stress and stay resilient.
Communication
Communication is a powerful tool. Join us for practical advice on using body language, tone and words to manage challenging situations in store, on the phone and while lone working.
Reset
In this final session, we offer practical tools to help regulate emotions, reset between interactions and protect your long-term wellbeing.
What you need to know in two minutes
Short, focused sessions – each packed with a practical tip you can put into action right away.
Three Ps to let go of
Exploring the impact of challenges. Letting go of these ‘mental stories’ helps you move forward freely.
Three things minds need
The key to a healthy mindset. Boosting these needs builds confidence and resilience at work.
Circle of influence
You can’t control others’ behaviour, only your own response and mindset. Focusing on what you can influence helps reclaim a sense of power in tough moments.
Listen up
True listening means focusing on understanding, not just waiting to reply. Reflecting back what you hear shows care and can help prevent escalation.
Deep attention
Your attention—both verbal and non-verbal—is powerful in de-escalating tough moments. Staying calm, composed, and attentive helps customers feel seen, heard, and valued.
Generous empathy
A customer’s behaviour reflects their own struggles—not you. Choosing empathy helps you remain calm, grounded, and focused on finding solutions.
Becoming anti-fragile
Resilience means bouncing back; anti-fragility means growing stronger through challenges. Building wellbeing through S.P.I.R.E helps you thrive.
Sleep to recover
True listening means focusing on understanding, not just waiting to reply. Reflecting back what you hear shows care and can help prevent escalation.
D.A.R.E
Introducing the four steps to reset after stress. This quick tool helps you process, regulate, and refocus after difficult interactions.
Other content
How to keep calm under pressure
Navigating stressful scenarios, managing conflict and how to thrive under pressure.
Take five: how to stay safe in store
Verbal abuse from customers can be frightening and stressful. Cliff Lee, director of wellbeing services at the Retail Trust, explains how to stay safe and look out for your colleagues.