Increase in Shopworker Violence: The Importance of De-escalation Training

Incidents of violence against shop workers continue to rise, with a recent study showing incidents of violence and abuse against retail workers increased by 50 per cent to 1,300 a day in the year to September 2023 compared to the previous year.

According to a recent survey by retail union Usdaw, almost one in five suffered a violent attack last year, compared with 8% in 2022.

The union said its study found that in the last year 70% of respondents had experienced verbal abuse, 43% were threatened by a customer and 18% were assaulted.

How can we decrease the risk of violence in the workplace?

De-escalation: A way to defuse a potentially violent situation

Prevention of potential violence:

Remain calm and composed – Be aware of your facial expressions and body language and respect personal space.
Remove people from the area where possible – This could prevent further conflict with other individuals.
Give your full attention – Listen, nod, ask questions. Avoid changing the subject or interrupting.
Verbal communication:
Tone: Speak calmly demonstrating empathy.
Volume: Avoid raising your voice.

For example:

Instead of Saying:

“Calm down”, you could say “I see you are upset”

“I can’t help you” you could say “I want to help. What can I do?”

At the end of 2023, the UK government launched a Retail Crime Action Plan, which includes a police commitment to prioritise urgently attending the scene of shoplifting incidents involving violence against a shop worker.

The British Safety Council released a statement on this issue saying: “We know that many retailers are taking proactive steps, such as introducing body-worn cameras and increasing their training offerings to cover self-defence and de-escalation.

“This should be deployed alongside a commitment from government to ensure that law enforcement bodies have the funding and powers that they need to tackle the recent rising trend in violence and abuse directed towards retail workers. Let’s hope that these steps reduce violence against retail workers throughout 2024.”

Although Government efforts are underway to address the issue, a combination of training, awareness, and support internally within an organisation is essential to create safer environments for those working in the retail sector.