Protect your retail staff from abuse and protect your business future

Rarely a week passes these days without a retailer reporting a theft, or even worse reporting that a member of staff has been subjected to violence, threats or abuse.

If you are one of those retailers you will know only too well how hard it is to fulfil your legal obligation as an employer, to ensure the safety of your staff. But how proactive are you in developing strategies to prevent and manage violent incidents and create a safer workplace for staff?

By doing everything you can to counter the current violent behaviour trend that affects retail staff and customers alike, you will also be protecting yourself against being taken to an employment tribunal.

So, what measures can you take? Reviewing your store layout to make products and aisles as visible as possible is a good first move. Installing CCTV cameras to cover high risk areas and entrances and exits will not only act as a deterrent but will also provide evidence if there is an incident.

Carrying out and regularly reviewing risk assessments is an absolute must as they will identify key triggers for problem areas and vulnerable hotspots for staff, particularly when they are working alone. If there is an incident, staff need to understand the procedures for handling and reporting it, so you need to provide them with training and guidance, both of which should be regularly refreshed.

A further useful area of staff training is customer interaction and conflict management. Teach them to proactively engage with customers and demonstrate de-escalation techniques such as active listening and assertive communication. Being able to recognise early signs of aggression, for example unusual body language, avoiding eye contact, erratic behaviour, will give them an early advantage.

As well as arming your staff with training tools to handle a worst-case scenario, they will also need access to post incident support in the event that there is an incident. You can further show your support by adopting a zero-tolerance policy on abuse and making it publicly displayed. Remember, staff who feel valued will be loyal and act in your best interests.