Shop workers in firing line
RETAIL workers are in the firing line for frustration as Covid-weary shoppers take out their anger on the people trying to serve them.
Research commissioned by wellbeing and support company Sonder found that 60 per cent of retail workers were experiencing aggression weekly and sometimes daily.
“Unfortunately, we have seen an increase of aggressive behaviour towards retail staff,” Sonder chief executive Craig Cowdrey said.
“We have had reports from members that they are facing daily abuse, and this is resulting in increased anxiety and fear to perform their role.”
The research comes after a survey from the retail workers union the Shop, Distributive and Allied Employee Association (SDA) found that nine out of 10 retail workers have experienced abuse in the past 12 months. “These numbers unfortunately do not shock us, as we receive requests for assistance directly from retail staff far too often. This includes acts of physical violence, verbal abuse and sexual harassment,” Mr Cowdrey said.
Sonder provides health, wellbeing and safety support via a mobile app to employees of some of Australia’s biggest stores including Woolworths, Big W and Universal Stores.
In some cases responders have been dispatched to provide immediate assistance to workers.
“We have had instances of severe violence requiring immediate onsite support to our members,” Mr Cowdrey said.
Mr Cowdrey said stress levels in the community often increased during the Christmas and New Year period and that was exacerbated by the anxiety surrounding Covid and changing health orders.
“It’s unfortunate that retail employees are feeling and accepting that increased aggressiveness is ‘just part of the job’,” Mr Cowdrey said.
A recent Australian National University report has highlighted that retail employees are among the most affected by mental health and wellbeing issues.
The reporter noted that this was exacerbated by the representation of women, young people and other marginalised groups within the retail sector, who reported a decrease in the quality of interactions with customers during the pandemic.
Mr Cowdrey said retail staff should be respected similarly to law enforcement and health officials as frontline workers.
“We also need to remember that many of these staff will not have the same opportunity as the rest of us to take a break and spend time with family,” he said.