De-Escalate: Tools for Conflict Management in the Grocery Store

Tools for Conflict Management
in the Grocery Store 

Tuesday, August 25, 2020
(2:00 pm ET / 1:00 pm CT / 12:00 PM MT/ 11:00 AM PT)

This webinar is free to FMI members and available to non-members for $59

Webinar Description: 

Uncertainty leads to fear and fear leads to tension. Increasingly, since the grocery store is the one central external activity that all people have to engage with, grocery retail workers are faced with agitated and on edge shoppers.

Although online shopping has increased, there are still many shoppers who shop in-store and are faced with the new requirements as the result of COVID-19, including physical distancing, mask or face covering requirements, one-way aisles, new queuing protocol, not touching produce and more. 

How do grocery store employees communicate with these shoppers, particularly when they are agitated? What do they do when they observe shoppers calling one another out for failure to comply with these requirements? How should the grocery associate ask the shopper to comply? 

Webinar Objectives:

Participants should attend this webinar in order to:

  • Understand where the agitation and conflict originates.
  • Communicate to shoppers in advance to diffuse or prevent escalation of tension.
  • Articulate the emotional dial that associates must recognize and manage.
  • Equip associates with a toolkit of techniques to diffuse agitated shoppers, including both what to do and what not to do.
  • Identify when and how to ask for assistance.


Aaron Epting
Root Inc.


Mercedes Roling

Mercedes Roling
Senior Consultant
Root Inc.


If you need to cancel your registration, please notify the registrar in writing by email to  Substitutions can be made at anytime prior to the official webinar date. 

Refunds will not be given for inability to attend due to registrant schedule changes.  All registered participants receive access to the recording and slides.

Coronavirus Resources

FMI has compiled best practices, guidance documents, signage, videos and more to support the food industry.
Click here for FMI's resources.  


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