Retail workers offered free training as Christmas abuse fears grow
Hundreds of retail workers have participated in free training from the charity Retail Trust to help protect them from an anticipated rise in abusive incidents this Christmas.
As part of efforts to support shop staff and delivery drivers during the busy festive period, more than 1,300 individuals from over 200 retailers registered for masterclasses on managing challenging situations in London and online earlier this month.
This follows research from the Retail Trust’s Respect Retail campaign, which found that nearly half of workers (48%) feel they lack adequate support to handle current levels of violence, threats, and abuse. Additionally, 56% of those who feel unsupported want to leave their jobs due to concerns about violence and abuse, compared to just 17% of those who have received support such as training.
Businesses including H&M, bp, Schuh, and The Entertainer were among those to enrol their staff in the free training, which equipped participants with new skills to handle difficult experiences and behaviours.
H&M will donate proceeds from its carrier bag levy during November to help the Retail Trust expand its free training. Meanwhile, the Retail Trust has teamed up with outdoor advertising company JCDecaux UK to raise awareness of shop staff abuse through digital billboards in some of the country’s largest shopping centres, encouraging shoppers to act kindly this Christmas.
Digital screens displaying the message “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. This channel supports charities and non-profit organisations through the power of public screen advertising.
In December, Amazon Fresh stores will also feature the Retail Trust’s campaign on their digital screens, urging customers to treat retail workers with respect.
Other supporters of 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 support 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 that 80% of shop staff and 90% of store managers have faced abusive incidents, with one in three experiencing them weekly. Furthermore, 47% of retail workers report feeling unsafe at work.
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 in front of them, while delivery drivers report doors slammed in their faces and objects hurled their way. The toll on their wellbeing is huge, driving people away from careers they once loved because they no longer feel safe.”
“We know that retail workers who are better prepared to deal with and recover from challenging situations feel safer and happier at work. Training is vital to protecting their wellbeing and reducing the likelihood of them leaving their jobs this winter. Alongside this, we urge shoppers to act with kindness, patience, and respect to reduce abusive incidents 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 its profound impact 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, commented: “Abuse of any sort, at any time, is unacceptable, and this growing issue is especially magnified as we approach the busy festive period. Peoplesafe is passionately committed to improving retail employee safety beyond the basic tick-box measures. Partnering with the Retail Trust aligns with our dedication to creating safer work environments for all.”
“We believe that improving safety through both training and technology is fundamental for change. We are working with leading retailers, including New Look and Pret a Manger, to bolster employee protection with our personal safety devices and apps.”
