As incidents of customer aggression in store increase again, ACAPMA reminds members that they have access to resources and guidance to operators to assist staff in preparing for and addressing aggressive customers, as well as access to a free online training module to equip staff to recognise and deescalate situations.
“Unacceptable and un-Australian, that is the only way to describe the continuing tide of customer aggression that retail staff are facing nationwide. And it is going beyond eye- rolling and name calling, with some instances and incidents triggering taskforce responses”, explains ACAPMA’s Elisha Radwanowski.
The issue of aggression is not new and ACAPMA launched this free online training resource to members more than a year ago, however as incidents tick up again it is time for businesses to check in with, and arm their staff with the knowledge of how to respond appropriately.
“There was a keen desire to provide dedicated, industry specific aggression training for all staff nationally. Aggression is included in the ACAPMA Petroleum Convenience Compliance course, which reaches almost 20,000 staff, but aggression is woven throughout the more detailed Security and Armed Robbery Module. This mini module on Aggression is targeted and focused on understanding, curbing and responding to aggression”, continued Elisha.
“The full Petroleum Convenience Compliance or PCC course covers everything from tobacco compliance to workplace rights, forecourt safety, food handling, LPG safety, fire response, competition compliance and environmental management, as well as the security and armed robbery module. Averaging at about 6 hours the PCC is a detailed immersive online course that is designed to provide new and experienced console operators with an understanding of the compliance requirements as well as the risks, hazards and controls when working on a fuel site. The Aggression Mini Module is not as detailed or lengthy, but does serve as a focused exploration of real world strategies that staff can use, and the very real situations they face in a fuel retail environment. From fuel prices, to masks, to stock outages, aggression, like most things in our industry, is a bit different when fuel is involved”, Elisha added.
“ACAPMA’s suite of custom training products is available at discounted prices for members, but this mini module will be available free to the industry”, concluded Elisha.
To register for access to the ACAPMA Aggression Mini Module email training@acapma.com.au.
For more information on the ACAPMA Petroleum Convenience Compliance (PCC) course, see https://acapma.com.au/training/.
Here to help
HR Highlights are things to consider, implement and watch out for in your business. They are provided as general information for you to consider and do not constitute advice. You should seek further advice on your situation by contacting your legal advisor. ACAPMA members can access resources and receive advice, guidance and support from the ACAPMA employment professionals via employment@acapma.com.au, it is free for members. ACAPMA Membership delivers this and more benefits, see https://acapma.com.au/membership/ for more information.
Elisha Radwanowski BCom (HRM&IR)
ACAPMA
Source: https://acapmag.com.au/2022/11/managing-customer-aggression/.
