Since the pandemic, retailers have invested heavily in new safety measures such as body-worn cameras, extra security personnel and CCTV. Despite this, a newly published survey by the British Retail Consortium shows a 50% increase of violence and abuse to retail staff to 1,300 incidents a day. Many of these safety measures, although potentially effective as a deterrent, do not offer sufficient protection to staff without the right accompanying training.

This four-part video series provides a guide to help shopworkers reduce conflict and the risks of workplace violence such as verbal abuse, threats, and assault by outlining some of the common flashpoints.

Part one: Personal Safety & De-escalation

It’s okay for a customer to be unhappy or even angry about something, it’s not okay for them to be abusive or violent. Part one of our retail series is intended to show you effective ways to de-escalate situations to keep everyone safer.

Part two: Saying No

Sometimes we can’t provide what a customer asks for, whether it’s completing returns and refunds, or supplying age-restricted items. The second video in our series is intended to show ways you can reduce conflict when you need to communicate 'no' or refuse service.

Part three: Dealing and interacting with suspected thieves

Research shows that a high number of assaults in the retail sector occur when confronting suspected thieves, but retail staff may not be aware that one of the actions that deters shoplifters most effectively is being greeted or approached by a helpful sales assistant. This third video identifies ways you can discourage and deter theft while remaining safer during interactions with a person suspected of stealing goods.

Part four: Disruptive and anti-social behaviour

Disruptive and anti-social behaviour can lead to staff or customers feeling harassed and intimidated, however, it’s important not to generalise in your thinking about a particular individual or group and to instead focus on behaviours of concern when they occur. Using the tools and tips outlined in this video will help you manage situations as safely as possible.

Further ways we can help

Maybo has supported retailers for over 25 years, helping to shape national guidance and working with leading global brands. Our comprehensive range of resources provides cost-effective training for different staff roles including sales assistants, store managers and security teams.

Next steps:

Sign up for our retail eLearning course: Reducing Conflict and Violence Risks

Explore our training programmes for retail workers and retail security teams or contact our team to discuss your training needs.