How to be safe and avoid conflict in the workplace as we come out of lock down

    Our tips for retail and front line workers to mitigate violence and aggression

      • Maybo News
      • Expert Insights
    • 18.10.21

    We are all still coming to terms with the chaos of the COVID-19 outbreak, but with lockdown coming to an end for most states, vaccine passports becoming mandatory, and different mask wearing rules, it is important that staff and employers know the best steps to take to ensure safety at work and avoid conflict. 

    Workplace violence is not new to us, but the COVID-19 pandemic has increased people’s fear and introduced a further set of flashpoints for conflict and aggression.

    Add to this confusion, uncertainty, practical hurdles, and communication difficulties (vaccine passports, masks, etc) and we have the fuel for frustration and conflict that can escalate in a blink of an eye especially if not handled sensitively. 

    Over the next few weeks we will be sharing advice on:

    ●      What workplace violence is and the proactive measures you can take to stay safe

    ●      Top tips for de-escalation

    ●      Recognising and overcoming COVID flashpoints

    What is workplace violence, and what are proactive measures you can take to stay safe?

    Violence and aggression from members of the public can create long-lasting damage mentally and sometimes physically. That is why it is important to understand the signs of conflict so that you can prevent the situation from escalating. 

    There are three types of work-related violence that people may experience:

    BEING VERBALLY ABUSED

    Such as being sworn at, insulted or shouted at.  

    BEING THREATENED

    Being intimidated or threatened with violence against you, either by words or gestures. 

    BEING ASSAULTED

    Physical assault such as being pushed, shoved, grabbed, spat on, scratched, or having objects thrown at you. 

    There are proactive measures you can take to keep you and your colleagues safe while at work. Firstly, you should find out what scenarios your employer expects you to deal with should something happen. Companies should have strategies and policies in place that outline how staff should deal with people who choose not to wear masks, or how best to check vaccine passports and what measures staff should take if people are not complying.  

    If you are required to handle a situation where conflict could occur, you need to be aware of the risks. To support this we have created a simple model (POPS) to remember, which aims to help staff to stay safe: 

    PEOPLE

    What do you know about the person or other people present?

    Could they be angry, confused, intoxicated, or behaving suspiciously?

    Could they be vulnerable? 

    OBJECTS

    Are there any objects in the room that could be used as a weapon?

    PLACE

    Consider your immediate environment:

    Are you going to be out of sight of your colleagues at any point and become isolated?

    Do you have a place of safety to retreat to?

    Can you call for help if something were to happen? 

    SITUATION

    Consider other risk factors that could be present. 

    Is this a new situation or one you have experienced before? 

    Who is available for support or to hand over to if the situation escalates?

    Do you engage or disengage from the situation?  

    Proactive measures to remember to keep you safe:
    ●      Be familiar with the policies and procedures in place
    ●      Deliver excellent customer service
    ●      Treat everyone with respect and dignity 
    ●      Be observant and inform your supervisor about any concerns
    ●      Develop positive relationships with your peers in the community, such as other retail businesses. Consider your support network e.g. the police.

     

    For more advice on dealing with conflict as we come out of lockdown check out our other articles: 

    Maybo: How to recognise and overcome COVID-19 flashpoints at work

    Maybo: Top tips for de-escalating conflict in a retail setting

    Get in touch

    If you would like to discuss how we can help you please get in touch with one of our experts today

    Related ThoughtSpace items

    • Maybo News
    • Expert Insights

    02.08.22 | Meet the team

    Chief Product Officer, Gary Williams reveals why he feels Maybo training is so effective

    Gary Williams first encountered Maybo as a client in 2005. Impressed with the innovative approach to training, he jumped at the chance to...

    • Maybo News

    19.06.22

    Announcement on the loss of our AU & NZ Managing Director Neil Warwick

    It is with profound sadness that we announce the loss of our dear friend and colleague, Neil Warwick, who passed away unexpectedly on...

    • Sector News

    01.03.22 | Mental health | Guide

    Using appropriate language in mental health settings

    The language we use is important. Our words and phrases can often have a deeper meaning than we may intend, which can impact those around...

    Discuss your training with one of our experts