Category: Occupational Violence

7 Mistakes Organisations Make When Tackling Customer Aggression

I’ve been working around customer aggression and workplace violence for close to 15 years now. In that time, I’ve worked amongst a variety of industries including, but not limited to:

  • Hospitality and liquor retail
  • Private security
  • Hotel and resort industry
  • Hospitals and healthcare
  • Human services and community support roles
  • Travel and aviation
  • Funeral industry
  • Service stations and late-night retail
  • Fast food
  • Banking
  • Utilities
  • Government service centres
  • Local council functions (parking, waste management, etc.)

All of these industries have had their own issues with customer aggression and workplace violence. Whether we like to admit it or not, when we put our people into customer-facing roles, we expose them to the risk of aggression. In roles where they will occasionally either give someone unwanted news or deal with alcohol and/or drug affected persons, that risk is magnified.

To their credit, I haven’t had a single client or employer who simply didn’t care about their staff being abused or assaulted at work. Everyone I spoke to agreed that not feeling safe at work wasn’t acceptable. They had all, to some degree, implemented treatments to control that risk.

So why wasn’t it working?

After 15 years of researching and working in this field, these are the most common mistakes I’ve found well-intentioned organisations making.

read more

R2S at the Protective Security in Government Conference

Risk 2 Solution were delighted to again be part of the Protective Security in Government conference, organised and hosted by the Australian Security Research Centre in Canberra, ACT.

Group CEO Dr Gav Schneider had the honour of being named course convenor, while R2S Aggression Management Lead Joe Saunders delivered a presentation on the research project into Workplace Violence he is currently coordinating with the ASRC. More information on the research project can be found here.

R2S was also proud to present our offerings from both R2S Security and R2S Academy as exhibitors at the conference.