Managing violence and aggression in retail

Work-related violence and aggression has become an escalating challenge within the retail sector, placing frontline colleagues at significant risk of verbal abuse, threats, and physical harm.

Recent research highlights the scale of the issue: incidents of violence and abuse have significantly increased, with thousands of instances occurring daily across the retail sector. Such behaviours not only compromise staff safety and wellbeing but also erode morale, retention, and overall organisational performance.

In response, the Retail Trust, in collaboration with Alliance Manchester Business School (AMBS), has produced this best practice guidance to equip retailers with practical strategies and resources to prevent and manage work-related violence and aggression effectively. Drawing on academic research and industry insights, they provide actionable measures to foster safer working environments, support colleagues, and promote a culture of respect across retail settings.

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