Verbal aggression, physical harassment and protest: workers facing rising levels of abuse

Libraries, pharmacies, and bookshops have become frequent targets of ‘protestors’ who engage in verbal attacks and intimidation of staff. Picture: Larry Cummins

Incidents of verbal and physical abuse are increasing in the workplace, according to a recent survey. Research from Circle K forecourt and convenience stores revealed that three-quarters of their retail employees have encountered verbal, racial, gender-based or physical abuse from customers. 

According to Ibec, the number of workplace-related aggression and harassment incidents have risen, with customer-facing services such as retail, libraries, and hospitality among the highest reported cases. Incidents of harassment and aggression may relate to an employee's gender, relationship status, sexual orientation, religion, age, disability, race, or membership in the Traveller community.

Ibec has launched a new toolkit designed to support businesses in combatting workplace aggression and harassment, providing practical information and resources to help identify and select suitable risk controls for their business. 

The toolkit addresses workplace harassment and aggression, covering employer responsibilities under equality and health and safety laws. It includes sample documents and checklists to help employers prevent and address incidents before they escalate and enable employers to assist employees who have been subject to aggression in the workplace. 

'Troubling trend'

“Ireland has made significant strides in addressing discrimination and promoting equality in recent years,” said Nichola Harkin, Head of Employment Law Services at Ibec. 

“Despite these advances, there has been a concerning rise in harassment, abuse, and violence within society, often directed at individuals based on their nationality, sexual orientation, or place of employment. This troubling trend has manifested in various settings, including workplaces. It is important that employers feel empowered to mitigate risk where possible and support their employees in responding to and reporting incidents immediately.” 

Ibec has launched a new toolkit designed to support businesses in combatting workplace aggression and harassment.

Kara McGann, Head of Skills and Social Policy at Ibec, added that a number of trends over recent years that have given rise to significant concerns for employers when it comes to protecting their staff at work. “Libraries, pharmacies, and bookshops have become frequent targets of ‘protestors’ who engage in verbal attacks and intimidation of staff. These personalised protests mirror global movements and represent a new challenge in Ireland. 

The surge in such behaviour is partly attributed to the pandemic, the Ukraine conflict, rising energy costs, inflation, and supply chain disruptions. These factors have contributed to a sense of disenfranchisement and marginalisation among individuals, leading to increased resentment, intolerance, and polarising views. Such sentiments, often fuelled by misinformation, undermine social cohesion and economic collaboration.”

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As part of the recent National Workplace Wellbeing Day, Ibec CEO, Danny McCoy, said: “As we celebrate the 10th anniversary of National Workplace Wellbeing Day, organisations across Ireland will use the opportunity to reassess their approach to fostering wellbeing in the workplace. Previously, the focus of workplace wellbeing initiatives revolved primarily around physical health. However, there has been a notable shift in employee expectations towards prioritising a positive and inclusive culture, underpinned by empathetic leadership." 

This evolution underscores the significance of psychological safety in reshaping workplace dynamics and redefining the criteria for effective leadership, he said. “It is crucial for companies to allocate resources towards leadership development initiatives that place emphasis on empathy, active listening, and vulnerability. Recognising the importance of cultivating these cultural cornerstones to foster a supportive environment can yield substantial improvements in performance and overall outcomes.”