Model policy statement on respect for shopworkers

Date: 09 July 2003

Model policy statement on respect for shopworkers

This policy statement explains how we will work together to achieve that aim and should be read in conjunction with the joint policy statement on the prevention of violence to staff (and the Dignity at Work policy if there is one).

1. Joint Statement

We recognise the benefits of providing a working environment in which everyone feels valued, respected and able to contribute to the success of the business. We are committed to protecting the well-being of staff along with that of customers and other visitors so far as is reasonably practicable.

Good customer service is essential for the success of our business. We recognise that staff take pride in being able to deliver a quality service to customers. In return they are entitled to expect reasonable treatment from customers. Where the customers' behaviour is unreasonable and abusive, staff must be given support by colleagues and managers.

This policy has been agreed as part of our overall policy on the prevention of violence and abuse to staff. It commits (Company) and Usdaw to working in partnership to prevent abuse and to promote respect for our hardworking staff.

Staff at all levels of the organisation are urged to make sure that they are familiar with the policy and to co-operate fully in its implementation.

2. Recognising the Problem and Acknowledging Duty of Care

We recognise that (Company) has a duty to care for the health safety and welfare of employees. We further acknowledge that we have a duty to protect staff form abuse that is racist, sexist or based on disability.

(Include suitable cross-reference to Dignity at Work policy at this point)

3. Responsibilities for Implementing the Policy

(A section then needs to be inserted identifying the responsibilities at the various levels of the organisation - the structure should make it clear that the Main Board/Chief Executive have overall responsibility for the successful implementation of the policy.

A named senior manager (eg HR Director) should have operational responsibility for:

• Putting the policy into practice.

• Reporting regularly to the Main Board/Chief Executive on the progress of the policy.

• Setting up reporting system for incidents and collating data.

• Ensuring that common triggers are identified and standard procedures are developed for dealing with them.

• Ensuring that the resources are available to provide training for all staff.

• Setting up procedures to make sure that staff who are subject to abuse or harassment are given support and assistance.

Regional managers duties should include:

• Responsibility for making sure that reports of incidents are being submitted.

• Responsibility for supporting store managers in implementation of this policy.

• Responsibility for making sure that standard procedures are being followed in stores.

Store managers duties should include:

• Encouraging reporting of incidents.

• Reviewing incident reports in consultation with Usdaw safety rep.

• Providing training for all staff on the policy.

• Providing immediate support and assistance to staff when they need it.

• Arranging follow-up support for staff when they need it.

• Making sure that Usdaw safety reps are given sufficient time to carry out their functions and to attend relevant union training.

Duties for all staff should include:

• Co-operation with the policy.

• Acting responsibly to avoid putting themselves or others in danger.

• Reporting incidents.

• Raising any concerns with their store manager and Usdaw rep.

• Treating customers with respect and courtesy in a non-discriminatory fashion.

Usdaw safety reps should:

• Use their investigation and inspection powers to monitor the policy in their workplace.

• Co-operate with the store manager in reviewing incident reports.

• Encourage members to report incidents).

4. Managing the Risk

4.1 Reporting procedure

Managers and Usdaw reps will encourage staff to report any incidents of abuse or harassment using the simple report form available in the store. It is important that staff do report incidents that leave them feeling threatened or abused so that we can monitor the scale of the problem and the causes in individual stores.

(Details of reporting system should be included here).

Reports will be analysed at the safety committee/store forum/other suitable local consultative structure every quarter or other suitable frequency to identify any trends or serious problems at the local level.

Reports will be forwarded by the store manager to the regional manager/HR Director/other suitable senior manager who will collate figures across the company and produce a regular report every six months/annually to the main board/Chief Executive.

4.2 Identifying 'triggers' for abuse

• Impatience over queuing at counters and checkouts.

• Arguments over refunds for goods.

• Allegations of short-changing or mistakes with cash back.

• Asking known troublemakers to leave the store.

• Apprehending suspected shoplifters.

• Refusing to sell restricted goods to underage customers.

• Refusing to sell alcohol outside of licensing hours.

4.3 Developing procedures to allow staff to offer quality service

Clear and consistent policies for refund claims, alleged short changing, etc, will be developed and conveyed to store staff.

At store level, joint reviews by the store manager and Usdaw rep/staff will identify whether policies and procedure for these triggers are being followed. If there are any problems that cannot be resolved by local agreement they will be referred to the appropriate senior manager and the Usdaw Area Organiser.

Staffing levels at the store will take account of the risk of abuse and the need to reduce customer waiting times.

Reviews by senior management and the appropriate Usdaw official will monitor the overall picture to identify any common triggers that need to be addressed. Staff and Usdaw reps will be kept informed of any changes in policy and procedures that arise from these reviews.

4.4 Providing prompt assistance to staff when needed

4.5 Use of legal powers

Where appropriate, (Company) will take legal action to protect staff from persistent harassment or threats of violence. Store managers who believe this is necessary should contact the appropriate senior manager. When taking legal action on behalf of individual workers, the company will bear any legal costs. Legal action may include:

• Taking out an injunction against individuals who refuse to obey an exclusion order or cause other civil nuisance.

• Making a request to the police or local authority for an Anti Social Behaviour Order against named individuals.

• Supporting an application to court for an injunction under the Protection from Harassment Act 1997.

5. Providing After Care and other Support to Staff

Any member of staff who has to take time off work because of abuse - eg for medical treatment, to attend counselling or other support - will have their earnings protected. (There may be a need to define average earnings over what period for part-time workers who work varying hours). Any time taken off will be regarded as special leave. It will not affect entitlements under any sick pay scheme and will not result in any action under any attendance management policy. Where someone is on long-term leave as a result of the stress caused by serious or persistent abuse, the HR manager/Occupational Health manager/other appropriate manager will keep in contact with them to see what other support may be provided.

If a member of staff is feeling pressured because of a pattern of persistent abuse, the store manager will encourage them to seek medical advice and offer them access to counselling. The manager will also discuss the problem with the member of staff and their Usdaw rep to see if there is any other support the company can provide.

6. Specific Duty to Protect Staff Against Racist or Sexist Abuse on Grounds of Disability

Clear instructions will be given to all staff explaining what they should do if they encounter such abuse. These instructions will explain:

• The importance of staying as calm as possible.

• The need to call on the identified supervisor/manager for assistance.

• The expectation that the supervisor/manager will deal with the customer, explain that their behaviour is unacceptable and, if necessary ask them to leave and ban them from future access to the store.

• The importance of reporting incidents to management and to the Usdaw rep, including incidents that occur outside the store.

• The importance of reporting to management immediately if a banned person re-enters the store.

Store management training on this policy will explain the importance of acting on such abuse and the steps they are expected to take.

7. Training Staff at all Levels on 'Respect' Policy

• Ensure that staff are able to play their role in the implementation of the policy.

• Prepare staff beforehand so that they are better able to cope if they are involved in an incident.

• Inform staff about the support provided by (Company) and by Usdaw if they are involved in an incident.

Basic training will be provided to all staff including part-time and temporary workers at induction. Basic training will:

• Explain our commitment to the policy.

• Identify behaviour that would be considered unacceptable.

• Encourage staff to use the reporting system.

• Explain when they are expected to call for assistance.

• Explain the policies and procedures for dealing with identified triggers for abusive behaviour.

Staff who have key roles to play in the implementation of this policy such as security staff and store managers or supervisors will be given more detailed training to enable them to carry out their role.

8. Consultation with Staff and Safety Reps

In particular we recognise the valuable role that Usdaw safety reps can play at the local level as part of their role in the overall prevention of violence policy.

9. Regular Joint Employer/Usdaw Review of Policy

In addition to the regular routine reviews, either (Company) or senior Usdaw officials may request a review following a serious incident or any evidence of major failure in the policy.

10. Conveying the Policy to Customers and General Public

Notices and/or leaflets will be displayed at the appropriate places to explain our policies and procedures to the public. For example, the refund policy will be displayed at the customer service desk; the policy on proof of age will be displayed at the cigarette/lottery kiosk. Where appropriate, the policy will also be explained in advertising and promotional material - eg proof of age and licensing restrictions in advertisements for alcoholic products.

Any other available means will be used to inform customers and to make sure that the message is understood and accepted - eg customer forums.

As part of their networking with other businesses and the police and local authority (Company) and Usdaw will co-operate with other businesses in the locality to develop collective policies for dealing with known troublemakers and persistent offenders.

Model policy statement on respect for shopworkers was correct at date of publication June 2003.

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© 2003 (USDAW) Union of Shop, Distributive and Allied Workers
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Last Modified: Tuesday, 21-Aug-2007 01:18:21 EST