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.”
UNION CALLS FOR ACTION FOLLOWING ALARMING WORKPLACE SURVEY
New survey data from UNISON’s recent research among Edinburgh City Council workers sheds light on the challenges faced by school support staff, echoing the findings of the Scottish government’s Behaviour in Scottish schools: research report 2023.
UNISON Edinburgh City Branch emphasises that the impact of pupils’ behavioural challenges is disproportionately falling on the shoulders of support staff, who are often the lowest paid and receive minimal training and support.
The violence at work survey, conducted among our members, saw the highest response rate from staff working in schools with 82% of respondents in that area. The Edinburgh Branch survey indicated a need for clearer reporting procedures and improved feedback mechanisms to ensure member concerns are addressed promptly and effectively.
The return aligns with the government’s findings, revealing that 86% of support staff encounter low-level disruptive behaviour daily. Additionally, 66% experience verbal abuse, and 59% face physical aggression on a regular basis. This supports what UNISON members have been telling us – the lowest-paid support staff, mainly women, are the frontline responders to challenging pupil behaviour.
Pauline Henderson, UNISON Edinburgh Convenor for education, stated: “No one should face violence and abusive behaviour at work, and if they do, they need proper support.
“Yet, in our schools in Edinburgh, it is the lowest-paid, mostly women support staff who deal with challenging and disruptive behaviour every day.”
“UNISON stresses that support staff are more likely than teachers to report the greatest negative impacts from serious disruptive behaviours”.
Tom Connolly, UNISON City of Edinburgh Branch Secretary, emphasised UNISON’s consistent advocacy on the issue: “UNISON has consistently raised violence and abuse of school support staff with employers and the government.
“Now that we have evidence backing up this growing problem, we need government funding and action to help schools deal with it.”
“More than half of the respondents (57.6%) feel their employer does not take violence at work complaints seriously. Addressing this perception is crucial for fostering a supportive and protective workplace culture.”
Key Points from UNISON Edinburgh City Survey:
Daily Challenges for Support Staff:
66% experience verbal abuse, and 59% encounter physical aggression regularly.
Comparisons with Government Report:
UNISON’s survey findings align with the Scottish government’s report, emphasising the universal nature of challenges faced by support staff.
Impact on Support Staff:
Support staff report the greatest negative impacts from serious disruptive behaviours, underlining the urgent need for comprehensive support and strategies.
Call for Edinburgh City Council Action:
Urgent action is needed to protect council staff. UNISON continues to advocate for enhanced reporting, substantial local authority investment, and comprehensive support for all council staff.
Call for Government Action:
UNISON Edinburgh City urges the Scottish government to recognise the inadequacy of current council funding and take substantial action to address the challenges outlined in both the survey and the government report.
This week, firefighters have battled a wildfire that started burning on Sunday afternoon near Cannich, south of Inverness in the Scottish Highlands. 7,400 hectares have burned so far, with images of the 22-mile long plume of smoke captured by NASA from space.
Two firefighters injured tackling the blaze have since been released from hospital.
Wildfires require a significant number of firefighters to respond due to the extensive terrain, physically demanding work over long periods of time, transporting equipment by hand while being exposed to significant temperatures.
A decade of budget cuts has left Fire and Rescue Services stretched for resources while climate related incidents have increased in frequency and severity. J
uly 2022 saw the temperature in parts of the UK exceed 40 degrees centigrade for the first time in recorded history, increasing the risk of wildfires.
Last week the Scottish Fire and Rescue Service announced further cuts on top of a decade of austerity. These cuts will see the loss of ten fire appliances, reducing fire cover and impacting firefighters’ ability to respond to incidents.
Since 2010, 11,500 firefighters have been cut across the UK, and Scotland alone has lost 1,100 firefighters since 2013.
Matt Wrack, FBU General Secretary said:“Throughout this week, firefighters in Scotland have bravely battled what is now believed to be one of the biggest wildfires in UK history and which can be seen from space.
“Two of our members have already been injured working in these extreme conditions. Thankfully both have now returned home. However, this shows us the real dangers of the climate emergency.
“Wildfires, such as the ones we are seeing in Cannich at the moment, are on the rise year on year.
“All governments must heed this stark warning: the climate crisis is here now. We need urgent climate action to prevent loss of life, and that must also involve serious investment in our fire services.”
Thousands of council workers across Scotland have voted to take industrial action which will disrupt schools, early years centres, nurseries and waste and recycling centres across Scotland.
In the largest strike ballot amongst council workers in over a decade, UNISON members in all councils across Scotland overwhelmingly voted to reject the COSLA final pay offer of 2% with nine local authority branches exceeding the required 50% turnout threshold required by the Trade Union Act.
Johanna Baxter, UNISON head of local government said:“COSLA leaders meet on Friday and must put an improved offer on the table if we are to avoid large-scale disruption to council services across Scotland.
“Council workers south of the border yesterday were offered a flat rate uplift of £1925, which for those on the lowest pay equates to a 10.5% increase. You have to wonder why council workers north of the border have only been offered a measly 2% increase when the cost of living continues to spiral. UNISON have been calling for a flat rate payment to help those on lower incomes. Most council workers earn less than £25k per year.
“It is clear now that local government workers have had enough and are prepared to strike in the coming weeks unless we see a sensible offer, from COSLA, on the table on Friday.
“This is the largest strike ballot by local government workers in over a decade and the first-time workers across Scotland have voted to take strike action in these numbers. It really shouldn’t take this for them to receive the recognition, respect and reward that they deserve.”
EQUITY has published a global scoping review of 111 academic studies related to mental health and wellbeing in students and professionals within the performing arts. This landmark study was commissioned by Equity and was launched alongside a new Mental Health Charter at a panel event to mark Mental Health Awareness Week.
What’s a scoping review?
A scoping review is a type of research that aims to map the existing literature on a particular topic or research area and identify key concepts; gaps in the research; and types and sources of evidence to inform practice, policymaking, and research.
The review by Dr Lucie Clements found a clear trend for increased mental health concerns across the performing arts, although findings regarding the prevalence of mental health concern vary greatly.
Two academic papers showed depression to be twice as likely in performers than the general population – one in actors (Maxwell et al., 2015) and one in ballet dancers (Ravaldi et al., 2003).
Six percent of individuals are thought to be experiencing anxiety in any given week (McManus et al., 2016). In comparison, data for reporting anxiety symptoms includes 24% in dancers, 32% in opera singers (Thomson & Jaque, 2016b), 52% in acting students (Searl et al., 2019) 60% in actors (Brodsky, 2001), 90% of rock musicians (Raeburn, 1987).
54% of musical theatre students report a level of depression or anxiety that met the rate for diagnosis of mental disorder (Curtis, 2019).
The review identified a range of contributing factors:
A culture of unstable work, antisocial working hours, time away from home, and financial fears were the most discussed causes of stress and mental health concern in performing artists.
Many studies cited job precarity, including erratic and short employment, low pay, work over and underload, and time away from loved ones as having a significant impact.
Studies also identified that negative relationships with others in positions of power in the workplace, who were undemanding, unsupportive or authoritarian also created stress.
Many papers argued that education providers rarely provide sufficient support and students are predominantly underprepared in education for how to look after their psychological wellbeing once in the industry.
This is exacerbated by a lack of industry regulation of working conditions and mental health.
Another stark finding is that there is currently no research explicitly exploring mental health in relation to ethnically diverse performers, disabled performers, and social class.
In response to this study, our new Mental Health Charter has five key demands to improve mental health across the performing arts industry by bringing about deep-rooted structural reform.
This includes producers and engagers addressing the harmful impacts of precarious work by improving pay and work-life balance, and adopting relevant safeguards in the workplace, such as mental health risk assessments, safe spaces policies and consultation on organisational change.
Equity General Secretary Paul W Fleming says:“This landmark study confirms in concrete terms what Equity members have known for years – those working in the entertainment and performing arts industries are more likely to experience poor mental health.
“There are a range of contributing factors, but it is abundantly clear that the harmful impacts of precarious work, low pay and poor working conditions are fuelling this collective crisis.
“Equity’s new Mental Health Charter puts the responsibility back on the bosses who control the creative industries. They show that our demands for improvements in pay, condition and access to the industry aren’t just about our members’ material wellbeing, but their mental health too.”
Alice Brockway, Director of Playing Sane and Equity Member says:“Equity’s new Mental Health Charter places its demands squarely on government, education providers, producers and engagers and, aligned with current collective bargaining aims, makes it clear that decent pay, safe, secure, inclusive work are vital for maintaining positive mental health and wellbeing.
“These demands are non-negotiable, as are the rights of Equity members, and all workers, to live with freedom from economic and social instability.”
About the research and launch
The research written by Dr Lucie Clements commenced on 21 January 2022 and was completed on 05 April 2022.
The research and charter was launched at a panel event chaired by Actor, writer, and well-being coach Abiola Ogunbiyi. Speakers include Dr. Lucie Clements and Juliette Burton, Comedian and Ambassador for Rethink Mental Health Illness.
The World Health Organization (2004) defines mental health as “a state of well-being in which the individual realizes their own abilities, can cope with the normal stresses of life, can work productively and fruitfully, and is able to make a contribution to his or her community”.
In 2015, ArtsMinds, in collaboration with The Stage, Equity and Spotlight found that 46% of performing artists self-reported poor or average mental health. One in five of the 5,000 survey respondents was seeking help for their mental health.
The review identified a number of other factors related to mental health in the performing arts sectors. This includes:
Exposure to regular performance can exacerbate stress. This may stem from others’ opinions as well as from competition with and comparison to clothes.
Expectations to portray a range of emotions on stage may contribute to poor mental health (Pecen et al., 2018).
Actors are chronically exposed to topics such as suicide, grief, murder, and rape, which they are likely to take home after work (Burgoyne et al., 1999: Robb et al., 2018). The same may also be cause for concern in comedians (Hargrave, 2020).
COVID-19 and the associated changes in work, negative impact on finances and loss of performance opportunities have also impacted on mental health.
Producers and engagers must address the harmful impacts of precarious work by improving pay and improving work-life balance. This is central for enabling good mental health and maintaining healthy, safe workplaces.
Producers and engagers must adopt relevant safeguards in the workplace, such as mental health risk assessments, safe spaces policies and consultation on organisational change. Equal attention should be paid to the mental health needs of all performers and creative workers.
Producers and engagers must not exclude historically marginalized groups, such as ethnically diverse and LGBTQIA+ communities, from policies and practices designed for promoting safe, inclusive workplaces. These workers face multiplier effects of low pay, precarious work and discrimination upon their mental health and their welfare and rights should be championed.
Education providers must ensure that every young person undertaking education or training is inspired to expect dignity and respect in work. Young workers preparing to enter the industry should be encouraged to reject any form of abusive or discriminatory behaviour, and understand that doing so is intrinsic to maintaining good mental health.
The Government must invest in our mental health services to reverse a decade of underfunding and reform the outdated Mental Health Act.
In response to this study, Equity has announced that it will continue to fund access to counselling services for its members through its longstanding relationship with the British Association for Performing Arts Medicine (BAPAM).
High school pupils and staff will not be required to wear face coverings in classrooms from 28 February, after the schools mid-term break.
Teachers and pupils who wish to continue to wear a face covering in the classroom should be fully supported in doing so.
Face coverings will still be required in communal areas, subject to future review.
Specific mitigations relating to assemblies and transition visits for learners who will start primary or secondary in August 2022, will also be eased as of 28 February.
First Minister Nicola Sturgeon said: “In recent weeks I have promised to keep Parliament and school communities updated on mitigations within schools – including the use of face coverings within classrooms.
“I have been clear that we do not want to keep these measures in place for any longer than is necessary, but that we must continue to be led by scientific and expert advice.
“On Tuesday our Advisory Subgroup on Education and Children’s Issues met to discuss a number of issues, including the use of face coverings.
“The group reiterated its previous position that the removal of mitigations in schools should follow a phased approach. It also advised that the next phase could begin after the February half-term break, with the removal of face-coverings in classrooms – for both pupils and staff – on 28 February.
“In arriving at their decision, the Advisory Sub-Group pointed to reducing case rates for secondary-aged pupils, falling hospitalisation rates across all age categories, and the fact that the estimated R rate is below 1 and decreasing. In addition, vaccination rates for young people continue to increase.
“This change represents a further step in allowing our children and young people to return to a more normal school experience after many months of sacrifice.
“We currently expect that face coverings will still be worn outside the classroom, in indoor communal areas of schools, after 28 February. This will be kept under regular review. In addition, anyone who wants to continue wearing a face covering in classrooms will, of course, be supported to do so.”
Commenting following the First Minister’s statement in the Scottish Parliament, EIS General Secretary Larry Flanagan said: “The majority of EIS members supported the retention of face coverings until we were through the winter period so we would have preferred the end of March rather than the end of February for this change to happen.
“Having said that, it is important that both pupils and staff have the right to continue to wear face coverings if they wish and, in some cases, where there is a heightened vulnerability in play, face coverings may still be required.
“There has been a slight drop in infection levels within schools but they remain high – over 4,000 staff are off school for Covid related reasons and more than 20,000 pupils. Enforcing the remaining mitigations, therefore, around ventilation and face coverings in communal areas, remains critical to school safety.”
Shopworkers’ trade union Usdaw remains disappointed with the response of Scotland’s First Minister, Nicola Sturgeon, to a question from Mark Griffin MSP (Labour, Central Scotland) about closing large retail stores on New Year’s Day 2022, so that retail workers can spend the day with their loved ones.
The exchange took place in the Scottish Parliament at yesterday’s First Minister’s Questions. The Christmas Day and New Year’s Day Trading (Scotland) Act 2007 barred large stores from opening on Christmas Day and gave the Scottish Government powers to introduce a similar ban on New Year’s Day.
Tracy Gilbert, Usdaw’s Scottish Regional Secretary, said:“Nicola Sturgeon’s warm words and sympathy mean little when the Scottish Government refuses to enact powers given to them to stop the opening of large stores on New Year’s Day.She clearly is not listening to the 98% of Scottish shopworkers who want stores to close.
“Our members are deeply disappointed with the attitude of the Scottish Government. Retail staff have worked throughout the pandemic, faced unprecedented levels of abuse and are now dealing with very busy run up to the festive season.
“The very least that these key workers can expect is that the Scottish Government shows their appreciation for the essential work they’ve done through this appalling pandemic by giving them a proper festive break.”
Speaking after FMQs, Mark Griffin says: “The First Minister claims that an order laid under the existing Act, if brought into force, wouldn’t give all shopworkers the day off on 1 January. However, her government has had 14 years to come up with something better and so far they have failed.
“In fact all the SNP in Government have done is stand back while New Year’s Day trading has grown, forcing more staff into work and away from their families on 1st January.”
Governments yet again ask key frontline workers for huge national effort, but they are still not paying them properly, says GMB
GMB Union encourages everyone to get their booster – but says frontline workers need a pay boost too.
Rehana Azam, GMB National Secretary, said: “There has been no respite for our frontline workers throughout the covid pandemic.
“They’ve put themselves in harm’s way to serve the public – particularly when governments and employers failed to ensure the provision of proper PPE and testing to keep them safe at work.
“GMB members know the importance of keeping safe and well, that’s why we’re encouraging everyone across the four nations to get their booster.
“But as governments, yet again, ask our NHS, social care and key frontline workers to undertake another huge national effort, they are still not paying these workers properly.
“Against the backdrop of covid, there is a cost-of-living crisis, key services face an understaffing crisis and the people delivering them are enduring a wage crisis.
“That’s not good enough and it’s got to be confronted.
“Our key workers must be paid properly – it’s the least they deserve for everything they are doing for all of us.”
To highlight the annual Respect for Shopworkers week, taking place from 15 – 21 November, retail trade union Usdaw has launched shocking statistics from their annual UK-wide survey.
Interim results from nearly 3,500 retail staff show that in the last twelve months:
89% have experienced verbal abuse,
64% were threatened by a customer,
11% were assaulted.
46% said they were not confident that reporting abuse, threats and violence will make a difference.
7% of those who had been assaulted did not report the incident.
Scottish voices from the frontline:These are some of the comments Scottish shopworkers shared when responding to Usdaw’s survey:
Central Scotland: “Abusive because they are having to wait in a queue or at self-scan to get alcohol or security tags taken off.”- “Have been threatened by violence once I finish work, will wait on me outside and kick my head in.”
Glasgow: “Had a bottle held over my head for my till. Been called a rat and been warned to watch myself walking home at night.” – “Customer tried to punch me, had threats of physical violence and called several demeaning names by customers.”
Highlands and Islands: “Social distancing and mask wearing have resulted in confrontations that have got particularly aggressive.”- “I have had someone throw their shopping at me when I have asked to stay 2m away.”
Lothian: “Lack of respect for requesting social distancing.” – “Multiple times I’ve had stuff thrown at me and once was kicked into a machine.” – “People insulting me or raising their voices when asked to follow basic covid regulations.”
Mid-Scotland and Fife: “We have been verbally abused regarding the safe system in place with regards to reopening our cafe.” – “Mainly shoplifters, threatening behaviour and verbal abuse.”
North East Scotland: “Mainly verbal aggressive abuse from customers. Rudeness, insults and shouting.” – “Customers argue when you explain the licensing regulations.”
South Scotland: “Sworn at, spat at, kicked at, punched at, eggs thrown at me.”- “Customer would not social distance, I got an absolute mouthful, said he knew better as he was a doctor.”
West Scotland: “Staff being grabbed by customers, threatened with knives, racially abused and received degrading comments calling us stupid little girls, worthless, and idiots.” – “Customers really think they can say whatever they want to us.”
Usdaw General Secretary Paddy Lillis 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 shopworkers.
“It is shocking that 9 in 10 of our members working in retail are suffering abuse from customers, with far too many experiencing threats and violence. So it is extremely worrying that over half are not confident that reporting these issues will make any difference and 7% of those assaulted did not report the incident.
“The new protection of workers law in Scotland is welcome and we continue to campaign for the UK Government to follow MSPs’ lead by extending similar protections to retail staff in England, Wales and Northern Ireland. Retail staff across the UK have a crucial role in our communities and that role must be valued and respected, they deserve the protection of the law.
“It is also clear that the new law needs to be enforced right across Scotland with the police and judiciary prioritising retail crime. Usdaw is urging retail workers across Scotland and employers to help make that happen by recording incidents and reporting them to the police. Our message is ‘report it to sort it’.”
Following a workforce meeting in George Square yesterday (Monday 8 November), Glasgow City Council cleansing workers demanded a fresh strike ballot against their employer over low pay.
It means a second wave of strikes could hit cleansing services in Scotland’s biggest city in the run-up to Christmas. Eight days of strike action conclude this evening at 23.59 hours.
Calls from the workforce come after talks this weekend between GMB and Glasgow City Council Leader Susan Aitken, which secured commitments from the council to:
review the value of pay for all workers on the lowest grades (Grades 1,2 & 3 – an estimated 10,000 workers currently earning less than £20,000 a year) as part of the process to remove its discriminatory pay and grading system; and
pursue investment for cleansing infrastructure and resources to tackle the city’s waste crisis, alongside a range of new employee development and well-being measures to address management mistreatment of staff.
However, the council refused workers’ demands for a one-off “Glasgow Payment” for all workers on Grades 1, 2 and 3 as a means of addressing the cost-of-living crisis being faced now by many council workers in Scotland’s biggest city.
GMB Scotland Senior Organiser Keir Greenaway said: “It’s taken a strike to get Glasgow’s leadership in the room and acknowledge the council’s chronic low pay problems, the waste crisis in our communities, and the toxic management culture in the cleansing department.
“It is important to understand that strikes don’t happen by accident. They are a consequence of workers’ feeling undervalued, disrespected, and ignored for too long, and it’s clear that a few days of talks and the initial outcomes from this aren’t enough to remedy the impact of a decade of cuts.
“Our members in cleansing, like so many of their colleagues in other services like home care, school support, parks and gardens, and Glasgow Life, are the backbone of the city’s workforce but they are struggling on wages that simply do not make ends meet.
“It’s why our members have demanded a fresh ballot, which could mean a second wave of strikes in the run up to Christmas. They want more to be done to properly value key workers and to tackle the significant service and workforce challenges facing their city.
“That’s something the council, COSLA and ultimately the Scottish Government should reflect on today because it’s very clear this anger isn’t going away until these problems are confronted.”
