Westgate Oxford tackles abuse towards shop workers this festive season
The shopping centre has partnered with Retail Trust to offer training to staff and promote respect among shoppers
Retail staff at Westgate Oxford are being offered wellbeing and de-escalation training to help them manage abusive behaviour from customers during the busy festive period.
This comes as research from the Retail Trust, the retail industry charity, revealed that over many workers across the UK have faced intimidation within the past year.
Their survey also highlighted that nearly one in four have been physically assaulted and almost half are subjected to abuse weekly.
The training is part of the Let’s Respect Retail campaign, which aims to provide workers with practical tools to handle challenging interactions with customers and strategies to recover after facing abuse.
Dan Craig, a wellbeing trainer at the Retail Trust, said: “We know that customer abuse throughout the year is already very high, with three quarters of store workers across the UK report experiencing abuse, and within the Westgate centre in Oxford, it's no different.”
He described accounts from staff, including reports of customers threatening to wait outside the store after their shift or making violent remarks such as threats to punch them.
“It makes them feel like they're not even a real human being anymore,” Dan said.
He stressed the importance of equipping retail workers with the skills to maintain composure during such incidents and to care for their emotional wellbeing afterward.
Westgate Oxford Centre Director Brendan Hattam said: “Retail workers are at the heart of Westgate Oxford, keeping our stores, restaurants and experiences running every day, and we have a responsibility to create a place where everyone feels safe, respected and valued.
"This partnership with the Retail Trust not only provides teams practical tools and emotional support, but it also reminds all of us that small acts of kindness make a real difference. When our team and workers feel protected and appreciated, it leads to better experiences for them and for everyone who visits."
The Retail Trust is calling on people to help restore humanity to shops this holiday season with simple acts of kindness.
Dan said: “If going into the shopping centre at a very busy time and store colleagues are doing their very best to make sure that you get what you need, small things like saying hello and a smile can go a long way.”
In December, visitors to Westgate Oxford will see campaign messaging throughout the centre, aiming to remind shoppers to be respectful and understanding towards retail workers during their holiday shopping.