UK shop workers and delivery drivers will get free training on how to handle retail abuse and violence next month.
The charity Retail Trust is running three online sessions in partnership with retail technology provider Sensormatic Solutions to help retail staff deal with soaring levels of antisocial and threatening behaviour, with the first scheduled for 24 June. Attendees will be shown how to manage and recover from challenging situations by de-escalating harassment and protecting their own wellbeing.
It forms part of the Retail Trust’s Respect Retail campaign, which launched in 2022 to help retailers manage the abuse of their staff and provides in-person and online training to those at risk.
Research by the Retail Trust has found that 80% of retail staff have experienced verbal and physical assaults, one in three (32%) face abuse every week and nearly half (47%) now feel unsafe going into work.
49% said their employers needed to do more to deal with the current levels of abuse and violence and 39% are considering quitting their jobs or the retail industry altogether due to the rise in attacks. The British Retail Consortium has said incidents of retail abuse and violence increased by 50% last year, to over 2,000 a day.
Meanwhile, the number of retail staff suffering poor wellbeing and working while unwell reached an 18-month high at the end of 2024, according to the Retail Trust and AlixPartners’ latest quarterly Retail People Index.
Thousands of people have now been through the Retail Trust’s training on retail abuse including Anita Thorpe, the owner of Brixton Wholefoods who took part in a free online session last year. She said: “I found the training eye-opening. It was reassuring to know we are not alone in facing this issue. It provided me with useful information to help our team become more aware of how to manage personal safety issues at work.”
Chris Brook-Carter, chief executive of the Retail Trust, said: “All retail staff should be offered training to protect workers under threat from vile insults, threats and attacks. The emotional impact alone is having a devastating effect on the people calling our helpline every day.
“The Retail Trust will be teaching people how to safely de-escalate these situations and prioritise their mental health and recovery. Our research found the likelihood of people wanting to quit their job falls by as much as 60% if they get this kind of support from their employer, which shows that staff better prepared to deal with the threat of abuse also feel much safer and happier at work.”
The free training is being run online on 24, 25 and 26 June, with each 25-minute session also available to watch on demand until 30 June. Employers and staff can register to take part by visiting retailtrust.org.uk/respect.
It has been announced during Mental Health Awareness Week, when thousands of retail staff are also receiving new resources from the Retail Trust to mark the week. The charity has sent out hundreds of boxes filled with activities for retailers to share with their teams and has boosted its online offering to include new activities, advice and exercises to help people protect their mental health.
There is also the chance to win afternoon tea hampers and a workplace visit from an ice cream cart, with anyone who tags the Retail Trust into a social media post showing their team taking part in group activities entered into the prize draw.
Visit retailtrust.org.uk/respect to register for the Retail Trust’s free training on handling retail abuse.
