Facing a rise in customer aggression
Senior Workplace Relations Consultant,
National Retail Association
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Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.
This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.
The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.
Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.
Her presentation was followed by questions and discussion.
Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia.
Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.