<p>By: Tom Cosgrove, Director, Industry Relations, FMI</p><img src="https://www.fmi.org/images/default-source/blog-images/workplace-preparedness.tmb-large-350-.jpg?Culture=en&sfvrsn=e7935e4e_1" style="float:right;margin-bottom:10px;margin-left:15px;" class="-align-right" alt="mg-caption:AI-generated image" sf-size="100" /><p>Retail has always required resilience, but today’s workforce faces challenges that go far beyond stocking shelves or managing customer service lines. Frontline employees are dealing with tough, unpredictable situations like spotting behavioral red flags, navigating encounters with unhoused individuals, handling a rise in shoplifting and even facing personal safety risks.</p><p>These incidents may seem like brief disruptions, but they carry long-term consequences for employee morale, turnover, customer trust and insurance claims. When employees aren’t properly trained, they are left to make tough calls in the moment often without the tools or guidance they need.</p><p>That’s why preparedness is no longer a nice-to-have thing — it’s a business imperative.</p><h5>Understanding Behavioral Indicators</h5><p>Incidents rarely happen without warning. With the right training, employees can recognize early behavioral signs and act before situations escalate. Subtle changes in behavior, pacing, fixation, nervous gestures or tone of voice, can indicate agitation. Teaching teams to recognize these cues is one of the best ways to prevent incidents. When employees know what to look for, they can step in sooner. FMI’s <a href="https://www.fmi.org/forms/store/ProductFormPublic/assailant_preparedness_guide_2023"><em>Active Assailant Preparedness and Response Guide</em></a> builds on this with smart, retail-specific strategies to help teams stay ahead of potential issues.</p><h5>De-Escalation is a Skill</h5><p>In conflict, employees may react emotionally. Scenario-based de-escalation training helps them respond calmly and constructively. It focuses on body language, tone and timing — not just what to say, but how and when to say it. This approach builds confidence to respond to conflict without escalating it. With practice, staff learn to avoid triggering language and guide interactions toward calmer outcomes. <a href="https://www.fmi.org/forms/store/ProductFormPublic/fmi-crisis-management-guide-de-escalation"><em>FMI’s De-Escalation Crisis Management Guide</em></a> offers further support for a store-wide conflict resolution strategy.</p><h5>Responding with Respect: Homeless Interactions</h5><p>Retail stores often serve as daily touchpoints for people experiencing homelessness. These moments can be complex and emotionally charged. However, when handled with compassion and clarity, they reinforce your store’s values and protect all involved. The <a href="https://www.fmi.org/forms/store/ProductFormPublic/crisis-management-guide-civil-unrest"><em>Civil Unrest Guide</em></a> provides additional tools for managing interactions in public-facing spaces with care and consistency.</p><h5>Shoplifting: A Growing Threat</h5><p>The rise in shoplifting places employees at increased risk. Training equips staff to assess suspicious behavior, de-escalate safely and engage loss prevention when needed. With a focus on service and safety, teams can reduce both risk and loss. FMI’s <em><a href="https://www.fmi.org/forms/store/ProductFormPublic/cybersecurity-guide-2024">Cybersecurity Guide</a></em> and <em><a href="https://www.fmi.org/industry-topics/crisis-management/hurricane-resources">Hurricane Resources</a></em> presents solutions to better prepare for disruptions of all kinds.</p><p>Prepared teams don’t just protect products — they protect each other. With the right support, they’re more confident, effective, and safe, building stronger store culture, better customer experiences and lasting resilience.</p><h5>Want to prepare your team?</h5><p>FMI and <a href="https://thepowerofpreparedness.com/" target="_blank">The Power of Preparedness</a> are hosting a <strong>free four-part webinar series</strong> that dives deep into each of these key topics:</p><ul><li>Prevent Workplace Violence by Recognizing and Responding to Behavioral Indicators </li><li>Scenario-Based De-escalation Techniques </li><li>Compassionate and Effective Solutions for Homeless Interactions at Your Facility</li><li>Shoplifting Prevention: Modern Strategies for Customer Service-Based Deterrence, Management, and Safety </li></ul><p><a href="https://thepowerofpreparedness.com/fmi-tpop-2025-webinars/" target="_blank" class="button">Register Now</a></p>
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