Learning content

Tools to feel safer at work

15-minute sessions focusing on strategies you can use to stay emotionally and physically safe at work.

Mindset
2025-11-10T16:45:00+00:00
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
2025-11-10T16:35:00+00:00
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
2025-11-10T16:47:00+00:00
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
2025-11-10T17:24:00+00:00
Exploring the impact of challenges. Letting go of these ‘mental stories’ helps you move forward freely.
Three things minds need
2025-11-10T16:57:00+00:00
The key to a healthy mindset. Boosting these needs builds confidence and resilience at work.
Circle of influence
2025-11-10T17:04:00+00:00
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
2025-11-10T17:16:00+00:00
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
2025-11-10T17:13:00+00:00
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
2025-11-10T17:15:00+00:00
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
2025-11-10T17:00:00+00:00
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
2025-11-10T17:23:00+00:00
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
2025-11-10T17:11:00+00:00
Introducing the four steps to reset after stress. This quick tool helps you process, regulate, and refocus after difficult interactions.

Managing challenging situations

25-minute sessions packed with the latest insights, practical steps to handle challenging situations in the moment, and tips for recovery afterwards.

Managing challenging situations - part one
2025-07-09T08:02:00+01:00
No one should have to face abuse at work. Let’s explore the latest findings on abuse in the retail sector, including how common it is, where it tends to happen, and why some people act this way.
Managing challenging situations - part two
2025-07-09T08:01:00+01:00
Dealing with abuse can be tough. The first step to calming things down is recognising when a situation is getting worse. Join us for some practical tips on how to handle these moments effectively.
Managing challenging situations - part three
2025-07-09T08:03:00+01:00
Recovering after a challenging situation is just as crucial for your wellbeing as handling it in the moment. In this final section, we’ll offer more tips on what to do when faced with these challenges and how to bounce back afterwards.