Shop workers get free training to tackle expected rise in abusive incidents over Christmas

Hundreds of retail workers have taken part in free training from the charity Retail Trust to help protect them against an expected rise in abusive incidents over Christmas.

Part of work to help shop staff and delivery drivers feel safer during the busy festive shopping period, more than 1,300 people from over 200 retailers registered for the masterclasses on managing challenging situations in London and online earlier this month.

It follows research for the Retail Trust’s respect retail campaign which found nearly half of workers (48 per cent) don’t feel they have enough support to deal with current levels of violence, threats and abuse. The charity also found that 56 per cent of those that feel unsupported want to leave their jobs over their fears around violence and abuse at work, compared to 17 per cent who’ve been given support such as training.

Businesses including H&M, bp, Schuh and The Entertainer were among those to sign up their staff for the free training where they were provided with new skills to deal with difficult experiences and behaviour.

H&M is to donate the proceeds of its carrier bag levy during November to help the Retail Trust roll out its free training. And the Retail Trust has joined forces with outdoor advertising company JCDecaux UK to raise awareness of shop staff abuse on the screens of some of the country’s biggest shopping centres and encourage shoppers to act more kindly this Christmas.

Digital billboards urging people to ‘stand together against abuse’ have appeared at locations including Westfield London, Liverpool One, St David’s and Westgate thanks to the Retail Trust’s partnership with the JCDecaux Community Channel which supports charities and not-for-profit organisations through the power of the public screen.

Amazon Fresh stores will also feature the Retail Trust’s calls for retail workers to be treated with respect on their digital screens in December.

Other supporting the Retail Trust’s respect retail campaign include Frasers Group, Holland & Barrett, BRC, Usdaw, Retail Week, Peoplesafe, Foot Anstey and Maze.

Andy Morton, head of development partnerships at JCDecaux UK, said: “We are proud to be supporting this important campaign using our digital assets in shopping malls across the country to help raise awareness around the abuse faced by shop workers and store managers. Delivering this message within shopping malls makes it especially impactful and relevant to the environment.”

The Retail Trust’s survey of 1,200 retail workers found 80 per cent of shop workers and 90 per cent of store managers have faced abusive incidents, with one in three experiencing this weekly. 47 per cent of staff say they feel unsafe at work as a result.

Chris Brook-Carter, chief executive of the Retail Trust, said: “The retail workers we speak to face dangerous and demoralising incidents every single day and many say they particularly dread going into work over Christmas because that’s when abuse peaks. People tell us they have products thrown at them and smashed up in front of them while those delivering orders get doors slammed in their faces and objects hurled in their direction. The toll on their wellbeing is huge and it’s driving people away from a career they love because they no longer feel safe.

“We know that retail workers better prepared to deal with and recover from challenging situations like these feel safer and happier at work, so training is important to both protect their wellbeing and reduce the likelihood of them leaving their jobs this winter. Alongside this, we’re urging shoppers to act with kindness, patience and respect to reduce the number of abusive incidents facing our country’s shop workers this Christmas.”

Nathan Peacey, head of retail and consumer at Foot Anstey, added: “We are proud to support the Retail Trust’s Respect Retail campaign, highlighting the unacceptable abuse faced by retail workers and the profound impact it has on their wellbeing.

“This campaign is a call to action — raising awareness, providing training, and fostering a culture of kindness and respect. During the festive season we must all play a role in ensuring retail workers feel safe, valued, and supported."

Naz Dossa, CEO at Peoplesafe, added: “Abuse of any sort at any time is unacceptable, and this growing issue is especially magnified as we gear up towards the busy festive period. Peoplesafe is passionately committed to driving retail employee safety beyond the current basic tick box and partnering with the Retail Trust supports this ongoing dedication towards creating safer work environments for all.

“We believe that improving safety through both training and technology is fundamental to change, and we’re working with leading retailers, among them New Look and Pret a Manger, to bolster employee protection from home to store with our personal safety devices and apps.”