Managing Psychosocial Hazards in Retail: A Case Study from Horizon Retailers

Safe Work Australia has published the first in a series of case studies aimed at addressing psychosocial hazards across various industries. This case study is based on the retail sector, emphasising the challenges retail workers face and offering effective solutions for managing health and safety risks.

Psychosocial Hazards in Retail

Retail workers often experience significant psychosocial hazards due to a variety of factors, including:

• Handling difficult customers
• Pressure to meet sales targets
• Working long or irregular hours

These types of stressors can lead to mental health problems like anxiety, fatigue, burnout, and stress. In the case study, Horizon Retailers, which employs 300 staff across multiple stores, reported an increase in stress-related issues, reduced staff retention, and a rise in sick days.

Addressing Workplace Health and Safety Risks

According to workplace safety guidelines, businesses are required to eliminate physical and psychosocial risks where possible. If elimination is not possible, then risks need to be minimised as much as is feasible. In response to the challenges faced by Horizon Retailers, the company implemented a comprehensive plan to tackle psychosocial hazards. The strategies were divided into three key areas: work systems and processes, the physical work environment, and training staff.

Work Systems and Processes

1. Reducing Work Demands: Management focused on reducing excessive workloads by adjusting staffing levels and work tasks based on worker preferences, skills, and peak periods. A recruitment drive was launched to increase staff numbers.
2. Managing Fatigue: Extra staff were rostered for busy periods to prevent burnout and manage customer expectations. An app was introduced to facilitate communication between staff and management on availability and leave requests, ensuring a better work-life balance.
3. Improved Processes: Refund policies were revamped, empowering trained staff to handle these situations more effectively and prevent customer abuse. Additionally, sales scripts were updated to allow workers to remove themselves from escalating situations.
4. Escalation Procedures: The long-standing belief that "the customer is always right" was re-evaluated, providing staff with clear processes to escalate difficult situations to managers.

Physical Work Environment

1. Security Measures: To combat customer abuse, stores were equipped with physical barriers, security cameras, and alarm systems. In some locations, security personnel and locked counters were introduced.
2. Store Layout Improvements: Changes were made to store layouts to increase aisle space, improve ventilation, and enhance lighting. These updates aimed to reduce customer complaints and create a more comfortable environment for both customers and employees.
3. Worker Comfort: Comfortable break areas were introduced to encourage social interaction among workers, helping to foster positive relationships and reduce stress.

Training, Safe Work Practices, and Behaviours

1. Enhanced Training: Workers received extra training in customer service, conflict resolution, and de-escalation techniques to handle difficult customers and promote a respectful workplace. This was especially important for young, inexperienced, or culturally and linguistically diverse (CALD) workers.
2. Respectful Workplace: Horizon Retailers introduced policies to address workplace bullying, harassment, and violence. Staff were given updated training on respectful behaviour, and store managers were trained in managing psychosocial risks and creating an inclusive environment.
3. Leadership Commitment: Leaders at Horizon Retailers committed to fostering a positive workplace culture. Weekly team meetings were held to discuss challenges and successes, ensuring that staff felt supported.

A Holistic Approach to Worker Wellbeing

Through a combination of improved processes, a safer physical environment, and enhanced training, Horizon Retailers was able to address the psychosocial hazards their workers were facing. The case study illustrates how thoughtful and proactive measures can create a healthier, safer, and more productive workplace.

For more details on how Horizon Retailers managed these risks, check out the full case study on Safe Work Australia's website.

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Sources:

Managing the risk of psychosocial hazards in retail - case study - By Safe Work Australia

Managing psychosocial hazards in retail - case study available now - By Safe Work Australia

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