NRF PROTECT 2018

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Increasing Profits by Better
Managing Conflict
Why De-escalation Training?
• 3 year trend- increased number of incidents
• Shoplifters are Less Compliant
• Brand Protection- You Tube and Social Media

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How is Profit Impacted?
• Structured Communication
• More Confidence
• Less Absenteeism
• Culture
• Brand Protection
• Reduce Customer Complaints and Associated
Liability
• Reduce Workers Compensation Claims
Macy’s and Vistelar
• Partnership Developed Through NRF
• Together Customized a “Train the Trainer” Program
• 3 Hour Class Room Training Facilitated by Macy’s

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Useful Strategies
• Universal Greeting
“If you don’t tell them what to say, you shouldn’t
be surprised by what comes out of their mouths.”
Dave Young- Vistelar
Universal Greeting
1. Appropriate Greeting
2. Name and Affiliation
3. Reason for Contact
4. Relevant Questions

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Universal Greeting
C1. Appropriate Greeting - Excuse Me Sir/Miss
C2. Name and Affiliation - I’m Store Asset Protection
C3. Reason for Contact - The reason that I am
approaching you is; you may have forgotten to pay for
some items
C4. Relevant Question - Lets discuss this in an area
out of public view. Can you follow me please?
Universal Greeting
Demonstrate…
Write it and practice with a partner.

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Useful Strategies
• Proxemics
The way we position our body will help manage
the situation.
Proxemics
10 Feet – Evaluation / Exit
5 Feet – Communication / Evade
2 Feet – Operation / Escape

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Proxemics
Ethical Intervention
Our Teams Will
• Empower each other to maintain professionalism, always!
• Speak-Up when something isn’t right
• “I’ll write it like I see it”