News from the NRF

Managing conflict at the point of impact for retailers​

According to Bob Moraca , VP Loss Prevention NRF,  he has constantly heard from members and non-members alike that retail criminals are becoming increasingly more aggressive and menacing. As a result,  we asked retailers in our latest ORC survey and sure enough, the data from the most recent NRF ORC survey released last October, further documents that reality. Almost every retail respondent, 96.5 percent, reported that in the past 12 months, shoplifters and ORC criminals have become more aggressive. 

While it’s clear that there is no way to totally prevent violence, Moraca believes that with the proper tools and training, security officers, Loss Prevention professionals and store level employees may be able to defuse a potentially fierce encounter before it builds to a peak and that they may even be able to de-escalate a potentially violent encounter even if it starts to achieve momentum.

Acting on that belief, NRF has partnered with Milwaukee, Wisc.-based Vistelar, a provider of training programs designed to prevent and manage conflict by using non-escalatory and de-escalatory verbalization skills. 

That program, created with feedback from the NRF is a version of Vistelar’s Verbal Defense & Influence Training (VD&I) program customized to meet the specific needs of retailers and their loss prevention department.

Two training directors from Vistelar will be running a workshop from noon to 4:00 PM on June 26th, 2017 at this year’s NRF PROTECT 17, at the Gaylord National Harbor in Washington DC.

This workshop will focus on managing conflict at the point of impact – the short period of time when disagreements, insults or gateway behaviors (e.g., swearing, aggressive posturing, verbal threats) can escalate to conflict and on to emotional and/or physical violence. Vistelar’s training programs are designed to enhance employee safety in these four areas (P.O.L.E.™):

  • Physical Safety: improved threat assessment and physical assault avoidance

  • Organizational Safety: better job performance, morale and collaboration

  • Legal Safety: less risk of personal liability and looking bad on YouTube

  • Emotional Safety: improved relationships, self-confidence and life quality


Here are just a few of the things you’ll learn by attending this workshop:

  • How to identify your conflict triggers and maintain your emotional equilibrium

  • How to not set off the conflict triggers of others

  • The gateway behaviors of violence

  • How to not end up on YouTube or the evening news

  • Using distance, positioning and hand placement to stay safe

  • How to redirect verbal abuse

  • The three step sequence for gaining cooperation

  • How to intervene in a crisis situation

  • How to close an interaction to achieve the best possible outcome 

For more information: 

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