In recent years, the retail industry has seen a troubling rise in incidents of aggression and violence, including armed offences. This trend poses a serious threat to the safety and wellbeing of frontline staff, who are increasingly facing unpredictable and dangerous situations. As retailers, whether managing a small boutique or a large chain, it is crucial to identify the risks of trauma for frontline employees and implement proactive measures to mitigate these risks.
Understanding the risks:
Frontline retail staff are at the forefront of customer interactions, making them particularly vulnerable to aggression and violence. This can range from verbal abuse and physical altercations to more severe incidents involving weapons. The impact of these incidents goes beyond immediate physical harm; they can also cause long-term psychological trauma, affecting employees’ mental health, job satisfaction, and overall wellbeing.
What is trauma?
Trauma refers to both physical and psychological harm that can result from exposure to hazardous conditions in the workplace. Physical trauma may include injuries such as fractures, burns, or other harm caused by accidents or unsafe environments, while psychological trauma can arise from experiences like workplace bullying, violence, or distressing events, potentially leading to conditions like anxiety, depression, or Post-Traumatic Stress Disorder (PTSD).
What are the signs and symptoms of trauma?
In the retail industry, it is important to recognise the signs and symptoms of trauma, which can affect employees exposed to stressful or distressing situations, such as workplace incidents or customer aggression.
Trauma can manifest physically with symptoms like fatigue, headaches, or sleep disturbances, and emotionally through anxiety, irritability, or feelings of sadness. Employees may also experience behavioural changes, such as withdrawing from colleagues or avoiding certain tasks. Additionally, cognitive issues like difficulty concentrating or making decisions can arise. Identifying these signs early and offering support is crucial for promoting a safe and healthy work environment.
Identifying risks is crucial:
Identifying the risks of trauma is essential for several reasons. These include:
- Employee safety
- Legal obligations
- Operational efficiency
- Mental health and wellbeing
Proactive measures for mitigating risk:
Risk assessment and prevention planning
- Conduct regular risk assessments: Regularly evaluate potential risks and vulnerabilities in the store environment. This includes assessing areas prone to theft, handling cash, and managing difficult customer interactions.
- Develop a violence prevention plan: Create and implement a comprehensive plan that outlines procedures for dealing with aggressive behaviour, including evacuation routes, safe areas, and emergency contacts.
Training and awareness
- Provide training programs: Equip staff with training on de-escalation techniques, conflict resolution, and personal safety. Regular refresher courses should also be part of the training regimen.
- Promote awareness: Foster a culture of awareness and communication about the risks of aggression and violence. Encourage staff to report incidents and share their experiences.
Enhanced security measures
- Install surveillance systems: Use security cameras and alarm systems to monitor the premises and deter potential aggressors.
- Employ security personnel: Consider hiring security guards or using security technology, especially in high-risk areas or during peak trading hours.
Support systems for staff
- Implement support services: Provide access to counselling and mental health support for staff who experience trauma. Employee assistance programs can offer confidential support and resources.
- Establish a reporting system: Create a clear and accessible system for staff to report incidents of aggression or violence.
Emergency Preparedness
- Develop emergency protocols: Establish and communicate emergency procedures for various scenarios, including armed offences and lockdowns. Conduct regular drills to ensure staff are familiar with these procedures.
The safety and wellbeing of retail staff should be a top priority for all retailers, regardless of size. By proactively identifying risks, implementing preventive measures, and providing support, businesses can create a safer work environment and protect their frontline employees from the impacts of aggression and violence.
Guidance Material
Below are some examples of information regarding prevention of violence and aggression in the workplace.
- Safe Work Australia – Preventing workplace violence and aggression guide
- WorkSafe Victoria – Preventing and responding to workplace violence
- SafeWork NSW – Violence in the workplace guide
- WorkSafe Queensland – Violence and aggression
Disclaimer
The material within this update is provided for general information and educational purposes in summary form on topics that are current when it is first published. The content does not constitute legal advice or recommendations and should not be relied upon as such.
