Dealing with a critical incident

Critical incidents where a group of colleagues experience a threat to life, physical safety or are subjected to a traumatic event such as a terrorist attack, civil unrest, assault or armed robbery are fortunately rare. However, when they do occur, regardless of their severity, they can disrupt operations and negatively impact the wellbeing of colleagues. As a manager, you’ll play a key role in supporting your team, not just immediately after the incident but in the days, weeks and possibly months that follow. If you and your team have experienced a critical incident, we have gathered a selection of resources to support and guide you.

Coping with traumatic events
Exclusive content from the Retail Trust
A traumatic event is defined as any incident which causes someone to suffer physical, emotional or psychological harm. Whether it happens to you directly, or you witness a traumatic event, the effects can be long-lasting without the right kind of support.
Managing violence in stores
Exclusive content from the Retail Trust
There will be times during our careers when we’re required to deal with an unhappy or aggressive customer. On occasion these interactions will result in violence against you or one of your colleagues. Learn how you can manage the risks.
Dealing with difficult customers
Exclusive content from the Retail Trust
We’ll no doubt all have times when we’re required to deal with an unhappy or aggressive customer. Although it can be unsettling, here are some things you can do to reduce the impact on your own wellbeing, and that of your colleagues and other customers.
What to do when a colleague dies
Exclusive content from the Retail Trust
Any death – at whatever age, and by whatever cause – is distressing. And while people leave jobs for all sorts of reasons, it’s very different when a workplace looks and feels diminished because of a death.
Critical incident at work? Here’s everything you need to know about the Retail Trust’s critical incident service
Your step-by-step guide to the critical incident service provided by the Retail Trust, including how to report an incident and the information you’ll need to have to hand, the process and procedures involved, types of support provided and frequently asked questions answered.
Managing a critical incident in the workplace
As a manager, you and your management team will play a key role in supporting colleagues not only directly after an incident, but in the days, weeks and possibly months that follow. Learn about the support available to you and your people.