Surge in harassment of customer-facing employees – Ibec

The number of incidents of aggression and harassment in the workplace has risen, according to business group Ibec, with customer-facing services such as retail, libraries and hospitality among the highest reported cases.

Research from Circle K forecourt and convenience stores revealed that 75% of their retail employees have encountered verbal, racial, gender-based, or physical abuse from customers.

Ibec has launched a toolkit designed to support businesses deal with such abuse.

It provides 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 also 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.

“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.”

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Ms Harkin said the troubling trend has manifested in various settings, including workplaces, and said it is important that employers feel empowered to mitigate risk where possible and support their employees in responding to and reporting incidents immediately.

Kara McGann, Head of Skills and Social Policy at Ibec, said there has been a number of trends over the past few years that have given rise to significant concerns for employers when it comes to protecting their staff at work.

“For example, libraries, pharmacies, and bookshops have become frequent targets of ‘protestors’ who engage in verbal attacks and intimidation of staff,” she said.

“These personalised protests mirror global movements and represent a new challenge in Ireland.”
Ms McGann said the surge in such behaviour is partly attributed to the polycrises of 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.”