Last updated 10 November 2026
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Protect them from abuse, give them clear backing when a customer crosses the line and build short check-ins and peer support into their shifts. Frontline staff often have the least access to support that is designed for office staff.
Frontline roles in areas such as retail, transport, healthcare and security involve constant contact with the public, time pressure, shift work and little control over the day. Over time, this builds up.
What to do
- Make clear that abuse is not acceptable Display it on your premises and website, and tell staff they will be backed if they end an abusive conversation.
- Agree what staff should do when a customer crosses the line, such as calling a supervisor, stepping away or calling security.
- Check in after difficult incidents, and give people a short break before the next customer.
- Build in short, regular check-ins at shift handovers about how people are coping.
- Set up peer support within teams, so staff have someone to talk to on their shift.
- Make sure leaders are visible on the floor, and listen to what frontline staff say needs to change.
Watch out for
- Support offered only in office hours, or only online, may not reach shift workers.
- Repeated abuse can affect staff deeply even when each incident seems small. If someone is struggling, see Many of our staff say they are burnt out. Is resilience training enough?
Good to know
TAFEP’s guidance on workplace harassment includes steps employers can take to protect staff from harassment by customers and clients, such as signs, lighting, CCTV and controlled access.
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Kaleidoscope Labs manages the Network and provides some of these courses and workshops for a fee.
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