Dealing with a critical incident

Managing violence in stores

Exclusive content from the Retail Trust

There will be times during our careers when we’re required to deal with an unhappy or aggressive customer. On occasion these interactions will result in violence against you or one of your colleagues. Learn how you can manage the risks.

Understanding common responses to an incident

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A critical incident can be any situation in which you experience either a threat to your own life or physical safety, or have been affected by the death or injury of another. Learn about the common responses you may go through.

Dealing with difficult customers

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We’ll no doubt all have times when we’re required to deal with an unhappy or aggressive customer. Although it can be unsettling, here are some things you can do to reduce the impact on your own wellbeing, and that of your colleagues and other customers.

What to do when a colleague dies

Exclusive content from the Retail Trust

Any death – at whatever age, and by whatever cause – is distressing. And while people leave jobs for all sorts of reasons, it’s very different when a workplace looks and feels diminished because of a death. 

Critical incident at work? Here’s everything you need to know about the Retail Trust’s critical incident service

Your step-by-step guide to the critical incident service provided by the Retail Trust, including how to report an incident and the information you’ll need to have to hand, the process and procedures involved, types of support provided and frequently asked questions answered.