Waitrose contact: Mark Roberts, Head of security
The Problem:
Training For Success was approached by Waitrose and asked to design a bespoke programme that would equip their operational managers to deal with incidents of conflict and aggression within the branch network. In addition to the safety of partners, other key drivers engaged with an existing and comprehensive management training programme, and an appreciation of the important business values and culture of the organisation.
The Solution:
Training For Success responded to the client’s brief and addressed their specific issues by devising a commissioned and ongoing training solution to train managers and equip them with the skills and a range of effective techniques and strategies to deal with aggressive situations. The key messages engaged with conducting, dynamic risk assessments, communication skills, the effective barring of persistent and troublesome offenders, personal safety strategies and dealing with situational stress.
The one-day programme was a facilitated event utilising real-time simulations, group exercises and specialist inputs by an experienced training team.
The Results:
In excess of 200 Personal Safety Courses for partners, training over 2,400 delegates have now been delivered to the customer. The client has been delighted with the results of the Training For Success courses. A recent in-house evaluation by the client has reported a significant reduction in assaults on partners and reported incidents of public disorder.
Ross Avery, Head of Retail Coordination, Waitrose, said: “The delivery of the Personal Safety programme by TFS remains a key part of the Waitrose Duty Manager training programme and is both enjoyed and well received by our Partners.”
This solution is now a mandatory requirement within the ongoing management development programme. Most recently Physical intervention training has been delivered for key security personnel in order to support service delivery at high-risk locations.
Training For Success
Tel: 0870 114 9999
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