2026 Webinar Series

Preventing Workplace Violence
in Chick-fil-A Restaurants

Reduce incidents, protect staff, and strengthen operational response

For Chick-fil-A HR, Operations, AP/LP, Risk, and Finance leaders

What You’ll Take Away

Understand the real operational and financial impact of workplace conflict
Identify the patterns and behaviors that lead to incidents
Learn practical approaches for strengthening frontline response

See how training, policy, and operations must work together
Explore strategies organizations use to improve preparedness
Gain direct insight from the experts behind IMA member training programs

Upcoming 2026 Sessions

Join live for interactive discussion, or access the on-demand recording afterward.

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Thursday August 20, 2pm ET

De-Escalation is a Strength, Not a Weakness

When someone yells at you, it can feel like a challenge: If I don’t yell back, I’m letting them disrespect me. Most people have been taught since childhood not to “let someone talk to you like that,” so escalation feels justified — even necessary.

This session rewires that belief. You’ll learn why choosing not to respond in kind is the real power play: it keeps you in control, protects your dignity, and prevents situations from spiraling into safety incidents, complaints, and brand damage.

View Full Session Details

When a customer raises their voice, many employees experience it as disrespect — not just noise. The pressure to “stand your ground” is real, and for many people it’s been reinforced for years: Don’t let anyone talk to you like that. The problem is that yelling back usually isn’t strength — it’s loss of control. It escalates risk, narrows options, and turns a manageable moment into an incident.

This webinar flips the script. De-escalation is not giving in. It’s choosing control.

Through realistic scenarios and proven response language, we’ll show how employees can:

Recognize the internal trigger (“I’m being disrespected”) before it drives behavior
Use calm boundary-setting that maintains authority and dignity
Avoid emotional contagion without feeling like they “lost”
De-escalate safely — and disengage when needed
Protect the brand voice while protecting themselves

We’ll also connect the behavior shift to real outcomes: fewer injuries, fewer complaints, fewer social-media blowups, and reduced turnover — because employees feel safer and more confident handling conflict.

Who Should Attend

Asset Protection / Loss Prevention
HR & Training
Operations & Store/Restaurant Leadership
Corporate Security & Risk
Finance leaders tracking injuries, claims, churn, and brand impact

Register for FREE

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Thursday September 17, 2pm ET

If You See Something, Say Something: The Psychology of Alerting

Most employees notice when something feels off — erratic behavior, a co-worker spiraling, a guest lingering too long. But fear of overreacting, being labeled “the rat,” or facing retaliation often keeps people silent.

This session turns a slogan into a psychology-informed reporting playbook — helping leaders build cultures where speaking up feels responsible, and often leads to benefits to the staff as well as the organization.

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Most people recognize when something doesn’t feel right. A shift in mood. A fixation on violence. A guest behaving outside the norm. A co-worker withdrawing or escalating. The problem isn’t awareness — it’s action.

The bystander effect, fear of embarrassment, and concern about retaliation often prevent employees from reporting concerns until situations escalate.

This webinar transforms “If You See Something, Say Something” into an operational strategy.

We’ll connect behavioral warning signs with situational awareness — helping teams understand:

What’s normal here
What’s new
What’s wrong
What’s worth reporting

Then we’ll move beyond theory to infrastructure.

You’ll learn how to design no-blame, low-friction reporting pathways such as:

Anonymous tip options
QR-based reporting tools
Mobile-friendly forms
Clear escalation protocols

Most importantly, we’ll explore how to shift organizational culture so alerting feels like responsibility — not betrayal — and so employees provide enough detail for leadership to act quickly and confidently.