Tag: threats

Usdaw asks customers to ‘keep your cool’ at Christmas

Scottish shopworkers speak out about violence, threats and abuse

Retail trade union Usdaw is asking customers to ‘keep your cool’ as the busy pre- Christmas shopping gets underway, which will culminate in what the retail industry has already dubbed ‘Super Saturday’, with 23 December being the last full shopping day before Christmas.

Shocking statistics from Usdaw’s annual survey of shopworkers shows there are still far too many incidents of violence, threats and abuse against shopworkers. Interim results from over 3,000 retail staff responses show that in the last twelve months:

·         65% have experienced verbal abuse.

·         42% were threatened by a customer.

·         5% were assaulted.

·         71% of verbal abuse was caused by customer frustration.

Scottish voices from the frontline:

These are some of the comments Scottish shopworkers shared when responding to Usdaw’s survey:

Central Scotland: “Customer wasn’t happy about something and took it out on me with shouting.” – “Most abuse when asking for ID for age identification.” – “Customer wasn’t sold alcohol and became verbally aggressive, they left but I felt shaken.”

Glasgow: “Shouting at me, getting in my face, calling me names, saying I’m useless, swearing, using derogatory female terms.” – “Pregnant member of staff got assaulted with a solar light.” – “Attacked in the car park finishing shift.”

Highlands and Islands: “Have been pushed and punched.” – “Called horrible name and barged past by a customer who I asked to leave because he is barred for shoplifting.”

Lothian: “Threats to stab us, wait for us to finish etc.” – “Customers who are drunk issuing vague threats, personal insults.” – “Touched by a male customer, he got angry, called me a rat and a lesbian because I didn’t want to be touched.”

Mid-Scotland and Fife: “Verbal abuse daily, at Christmas get threats.” – “Threatened to get punched and verbal abuse.” – “Challenging shoplifters on a daily basis and dealing with anti-social behaviour.” – “Grabbed me from behind.”

North East Scotland: “Customer said they liked my hair then pulled it.” – “Intentionally swung his basket at me after being told the alcohol aisle was closed.” – “Swearing directed towards me when asking shoplifter to leave the store.”

South Scotland: “Abuse from youths on a daily basis – threats and violence from shoplifters under the influence of drink and drugs.” – “Customer spit in my face after assaulting security.” – “Hit with packs of cakes and called a fat lazy cow.”

West Scotland: “Hit in the face by a drunk man with a basket.” – “Someone tried to hit me with a bottle.” – “Shouted at about queues, items not in stock or wanting a refund on an item that has been used and no receipt.”

Paddy Lillis – Usdaw General Secretary says: “It is heart-breaking to hear these testimonies from Scottish shopworkers who deserve far more respect than they receive. Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by retail staff.

“It is shocking that two-thirds of our members working in retail stores are suffering abuse from customers, with far too many experiencing threats and violence. Seven in ten of these incidents were triggered by customers being frustrated with stock shortages, lack of staff or problems with self-service checkouts.

“All of these problems are largely outside the control of retail staff, but they are the people who bear the brunt of shoppers’ anger. Our members tell us that incidents of verbal abuse are much worse in the run up to Christmas, when shops are busy, customers are stressed and things can boil over.

“That is why we are asking customers to ‘keep your cool’ and respect shopworkers, to make the Christmas shopping experience better for everyone.”

Backing for staff facing abuse

Abuse directed at retail and bar staff who ask customers to comply with the law and wear face coverings will not be tolerated, Justice Secretary Keith Brown said yesterday.

It continues to be a legal requirement to wear face coverings in places such as shops and pubs and on public transport unless exempt – and Mr Brown said any form of abuse, threats or violence faced by workers as a result of simply doing their job is “completely unacceptable”.

It comes as new powers came into force in Scotland last month, making assaulting, threating or abusing certain staff a new standalone offence. Previously such conduct would be dealt with under more general offences.

Face coverings are a hugely important mitigation in the fight against COVID-19 as they create a physical barrier that helps stop the virus spreading from an infected person, while providing a degree of protection to the wearer against exposure to the virus. 

Mr Brown urged people to follow the rules and treat staff with respect as Scotland continued to face high infection levels.

He said: “I would like to thank the vast majority of people who continue to wear face coverings and urge people to please follow the rules and guidelines still in place. It is still a requirement to wear face coverings in indoor public places, such as shops, public transport and when entering and moving about in hospitality settings.

“Everyone who can should wear a face covering because it is a simple and vital measure we can take to protect others and stem the spread of this deadly virus.

“Retail workers and those working in hospitality play a vital role serving our communities which has been clearly demonstrated throughout the pandemic and it’s extremely important they know they have the protection of the law when carrying out their duties.

“Any form of abuse, threats or violence faced by such workers as a result of simply doing their job is completely unacceptable and will not be tolerated.

“Parliament recently introduced a standalone law with penalties of up to 12 months in prison and fines up to £10,000 for this type of behaviour and staff serving communities across Scotland can be assured the police and prosecution services stand ready to respond to any instances as necessary.”

DCC Malcolm Graham of Police Scotland said: “Everyone has the right to go to their work without being threatened or assaulted.

“Retail workers now have added protection in law and the police will act on reports we receive about this kind of unacceptable behaviour.

“I would also continue to encourage people to follow the regulations and guidance that remain in place to help stop the spread of coronavirus.”

Solicitor General for Scotland Ruth Charteris QC said: “People in any walk of life should expect to go about their business without the fear of threats or abuse.

“This is true of shop workers who are protected in law and deserve our thanks and appreciation for the work they have done throughout the pandemic.”

By law, you must wear a face covering in certain indoor public places, including public transport, in Scotland unless an exemption applies.

See the complete list of settings where we all have to wear face coverings.

Three quarters of Scottish paramedics have feared for their safety or felt threatened at work

Three quarters (75%) of Scotland-based paramedics who took part in a major UK-wide survey by their professional body, the College of Paramedics, said they had feared for their safety or felt threatened while carrying out their duties.

This is higher than the UK-wide figure of 70% which has been revealed by the College of Paramedics today. The survey, which was completed by 2,345 UK paramedics including 148 based in the Scotland, also revealed that almost half (49%) of all respondents had suffered physical abuse while 80% said they had been verbally abused during the course of their work.

These findings come one month after new NHS England figures revealed that paramedics have suffered a 32 per cent rise in assaults over the past five years, with 3,569 incidents taking place in 2020-21 alone.

Tracy Nicholls, Chief Executive of the College of Paramedics, said: “We have long been aware of the physical and verbal abuse that paramedics suffer and the toll it takes on their health and wellbeing – but this is the first time that a large-scale survey of this kind has revealed the extent of the problem.

“It’s absolutely outrageous to think that so many paramedics have been abused whilst carrying out their duties, going above and beyond to help people when they are at their most vulnerable, and often in the most challenging of circumstances. Worryingly, the abuse appears to have increased during the pandemic when paramedics are already exposing themselves to greater personal risk.

“Enough is enough! It is time for us all to take a stand and find new ways of working together to prevent abuse from happening, as well as  demanding zero-tolerance  when it does occur.

“We welcome the steps that the Government has taken to mitigate some of the risks by announcing that funding will be made available for body worn cameras and by introducing harsher custodial sentences for perpetrators of violence against paramedics – but more needs to be done.

“After years of lobbying, the legislation is now in place to ensure that the worst offenders are severely and appropriately dealt with. The problem is that the law is not being used to full effect and sentences are still far too lenient. We are calling today on the courts to step up and impose the harshest penalties available to them.”

The College of Paramedics has warned that the abuse paramedics are experiencing is having a direct impact on their health and wellbeing. Most paramedics surveyed (89%) said their jobs were taking a toll on their mental health and 69% said this had intensified since the start of the covid pandemic.

Tracy Nicholls continued: “One of the most worrying aspects is that paramedics are continuing to soldier on, despite in some cases being pushed to breaking point.

“It’s a disgrace that paramedics are having to work under these conditions – whether they are part of our NHS ambulance service, in a military or prison environment, working in private practice or wherever they are. These issues deserve much greater attention and we will be working hard to bring about change.”

The College of Paramedics will form part of the NHS Health & Wellbeing team and will focus dedicated resources on the prevention of abuse and the provision of support to paramedics who have been affected.

As part of its five-year strategy, the College of Paramedics will engage with national initiatives which promote the health and wellbeing of its members and will include it within its Continuous Professional Development programmes so that members can access up-to-date information and guidance on how to keep themselves safe.

Tracy Nicholls added: “With the results of this survey, we are well placed to push forward collaboratively to make a difference in this area which is vital for the safeguarding of paramedics and the patients they are trying to assist.”

Teachers At Risk

‘In too many schools verbal and physical abuse against teachers is going unchallenged’

Violence and verbal abuse of teachers is at risk of becoming normalised in some Scottish schools, teachers are warning, exacerbated by the rise of so-called ‘restorative’ approaches to pupil behaviour management which are eroding teachers’ authority and making them equally culpable for pupils’ behaviour.

Members of NASUWT Scotland-The Teachers’ Union are warning that the poor implementation of restorative behaviour schemes is putting both the learning of pupils and the welfare and safety of teachers at risk.

Restorative behaviour programmes typically centre on the use of restorative conversations between teachers and pupils to address incidents of poor behaviour, in lieu of other sanctions.

While the NASUWT does not necessarily disagree with the principle of such schemes, the Union is concerned that in too many schools the way such schemes are being implemented is effectively making teachers responsible for pupils’ behaviour and allowing school managements to abdicate their responsibilities for addressing pupil behaviour.

NASUWT Scotland members will call for clear guidelines to be introduced for all schools to support teachers in maintaining discipline and protect them from violence and abuse at the Union’s Scotland Annual Conference, which will be held virtually tomorrow (Saturday).

Dr Patrick Roach, NASUWT General Secretary, said: “In too many schools verbal and physical abuse against teachers is going unchallenged.

“There is a growing culture in schools of ‘blame the teacher’ rather than holding pupils accountable for their behaviour and this is being aided and abetted in some cases by the misuse and abuse of restorative behaviour policies, which are becoming synonymous in too many cases with no punishment or sanctions for unacceptable behaviour.

“While good behaviour management policies encourage pupils to reflect on their own behaviour, they also have in place clear and consistently enforced sanctions for verbal abuse or physical violence and make clear to all pupils that such behaviour will not be tolerated. Evidence shows that positive pupil behaviour stems from a whole school approach where managements lead and support staff in maintaining good discipline.

“No teacher should go to work with the expectation that they will be either verbally or physically abused. All teachers are entitled to dignity at work and a safe working environment.

“Teachers are being disempowered by the failure of government to ensure that across the country, behaviour policies are supporting teachers in maintaining high standards of discipline.

“It’s about time the Scottish Government made strong and unequivocal statements about the rights of teachers to a safe working environment, and took action to ensure that these rights are being delivered.”