One in five retail employees experience abusive or inappropriate behaviour on a weekly basis

Of retail staff in Ireland that report experiencing abusive or inappropriate language or behaviour while at work, 35% outlined that it was violent, aggressive or threatening in nature and 22% reported that it took the form of discriminatory language. Picture Colin Keegan, Collins Dublin

Over a fifth of retail employees in Ireland directly experience abusive or inappropriate language or behaviour from the public weekly, new research from Irish retailers shows.

Commissioned by Circle K, Maxol and Mr Price Branded Bargains, the research also shows that over two-thirds (68%) of Irish retail workers have experienced abusive or inappropriate language or behaviour from a customer at work, with a higher rate of abusive or inappropriate behaviour directed towards female staff members. 

Of the 500 retail employees surveyed, 75% of female respondents experienced this behaviour, compared to 60% of male counterparts.

However, the research found that interactions with customers are mostly positive with 83% of retail staff outlining that the vast majority of customers are kind and respectful.

Of retail staff in Ireland that report experiencing abusive or inappropriate language or behaviour while at work, 35% outlined that it was violent, aggressive or threatening in nature and 22% reported that it took the form of discriminatory language.

Additionally, almost three quarters of retail staff in Ireland have seen or heard abusive or inappropriate language or behaviour directed towards a colleague at work.

Younger staff working in Irish retail settings report experiences of abusive or inappropriate language or behaviour most at 78%, compared to staff aged over 55 who reported the lowest rate.

Of Irish retail workers that have witnessed colleagues experiencing abusive or inappropriate language or behaviour over the past year, the most common types cited include foul language, discriminatory language, violent, aggressive or threatening behaviour, and physical contact.

For retail staff in Ireland that have seen or heard colleagues experiencing abusive or inappropriate language or behaviour over the past year, 31% report it was regarding race or ethnicity, 27% gender, 22% age, 15% sexual orientation and 15% religion.

Speaking on the research, which has been published as part of a Kindness Day campaign to highlight the issue of unacceptable customer behaviour, Ciara Foxton, Managing Director of Circle K Ireland, said: "In recent years we have seen an increase in unacceptable behaviour towards our teams which prompted Circle K Europe to launch a Kindness Day initiative two years ago. 

"We are proud to now stand alongside Maxol, and MrPRICE Branded Bargains to highlight this important issue in a week-long Kindness Week campaign."