SaferGems: Dealing with Abuse, Aggression & Violence

23 Nov 2022

The BRC (British Retail Consortium) estimated that in 2021 there were 455 Abusive, aggressive or violent (AAV) incidents toward retail staff every day - a rise of 9% on the previous year. Many retail-workers may ‘normalise’ AAV towards them as ‘part of the job’ or may feel reporting is pointless as nothing will be done however abuse is a crime and it must always be reported.

What does Abuse, Aggression & Violence look like?

• Harassment, including sexual and racial abuse
• Threatening behaviour, e.g. squaring-up without physical contact
• Verbal or written abuse, in person or over the telephone
• Physical or sexual assault
• Unreasonable and/or offensive remarks or behaviour
• Malicious damage to the property of staff, customers or the business
• Ganging up, bullying and intimidation
• Rude gestures or acts
• Spitting or throwing items customers or the business

Many leading retailers have seen a surge in abuse, aggression and violent incidents reported by their staff since the news of the cost of living crisis. With tensions and frustrations continuing to climb, we expect to see a rise in these incidents and look to further support you and your team in this challenging time.

Alerting behaviours:

Breathing - Check for accelerated breathing, this is often caused by increased levels of adrenaline

Face - The aggressor may be frowning, rubbing forehead, have flared nostrils or a reddened complexion

Eye - Contact The aggressor may fixate, stare OR avoid eye contact

Tone - Look for changes in voice, tone and speed of speech

Stance - Can appear tense or agitated, crossed arms, muscle twitching and clenched fists

De-escalation techniques:

Plan - Decide with your team as to how you would signal for assistance should you need it

Calm, Confidence, Control -  Appear calm, confident and remain in control of your actions

Active Listening - Be sure to mindfully hear and comprehend what the customer is trying to say

Divert - Tell the aggressor that you would like to check the issue with a colleague for resolution

Clear - View Ensure you stay in clear view of CCTV

You should always report any suspicious activity or crime to the Police on 999, then report to SaferGems on 01905 342051.

Learn more about Safer Gems

Source: SaferGems