staff safety
How to defuse aggression - conflict resolution tips for retailers
Unfortunately, no matter how good a retailer’s personal safety policies and procedures are, it is still possible that a member of staff could find themselves in a situation with an aggressive member of the public while at work.
According to the latest figures from the 2022 ACS Crime Report, there were over 800,000 incidents of verbal abuse towards retail workers in the past 12 months.
Violence and abuse should not simply be accepted as ‘part of the job’; however, with the increased stress and anxiety of shoppers in the run up to Christmas coupled with the financial strain from the cost-of-living crisis, incidents of aggression and violence towards retailers are almost certain to increase. Therefore, it is vital that staff are trained to be able to defuse hostility and possess the knowledge and skills to contain a difficult situation.
Signs that a situation may become violent
Violence and aggression seldom come out of the blue. To predict when a person may become violent, make sure staff are trained to notice sudden changes in body language or tone of voice. People who are agitated may start pacing, fidgeting or display over-emphasised gesturing and disruptive behaviours – for example, yelling, repeated interrupting or refusal to follow instructions, clenched fists or tightening of the jaw.
Key tips for managing aggressive behaviour
•Be self-aware and try to avoid any physical contact unless absolutely necessary, as this may cause provocation. Developing a friendly and open line of communication when talking to the other person, your voice should remain calm and slow, while maintaining an assertive tone.
•Remain objective, it is important to remember that an aggressive situation is unlikely to be a deliberate personal attack. So, it is important to remain calm and not take the situation personally. If possible, try to de-personalise the problem for the other person as well.
•A message is only partly told with words and the messages conveyed with body language and non-verbal cues can enhance or betray what you’re saying. Open body language such as an open chest and arms, facing the person and making respectful eye contact will encourage them to confide in you.
•One reason that someone might become aggressive, particularly in a retail environment, is if they feel they’re not being listened to or taken seriously. Therefore, an important skill to have when dealing with people – particularly when they’re behaving aggressively – is active listening.
•When someone has become aggressive it is likely a result of them feeling a lack of control towards the situation they’re in. If possible, once understanding the issue, you should try to offer a choice of proactive solutions.
•Your overall goal is to respond to these situations effectively and safely. There is no “one size fits all” approach to managing aggressive and abusive behaviour but being prepared is crucial to successfully defusing the situation.
Working alone increases the dangers associated with aggressive behaviour, particularly if the situation escalates to violence. Public-facing lone workers – especially those enforcing rules such as age-restrictions, or those working extended December hours – are at an increased risk of verbal and physical abuse.
While the techniques for defusing aggression and conflict resolution will help, they can be supported by technology such as body worn cameras and safety devices which can influence a potential aggressors behaviour. In addition, if the situation does escalate, these solutions will record the incident and provide empirical evidence for the subsequent report.
