Violent and aggressive behaviour (VAB) is one of the most pressing workplace health, safety and wellbeing risks facing the retail community today.
Sadly, this isn’t just about shoplifting or petty theft; it’s about the very real risk of harm to our workers, the people who keep our supermarkets and stores running every day.
We hear from store owners, managers, and frontline workers across the country who are facing more challenging situations than ever before. The rise in violent and aggressive incidents is not only putting people at risk of physical harm, but it’s also taking a toll on mental well-being. Because of this, VAB continues to be the area of work that our community says they value the most.
Thanks to funding from ACC, ShopCare provides a range of free online resources and training programmes to support your team in recognising, managing, and responding to violent and aggressive behaviour at work. These tools are designed by experts, tailored to real-world situations, and focused on keeping your people safe.
The statistics speak for themselves
Nearly 150,000 retail crimes are reported in New Zealand each year. The latest 2023 -24 statistics from NZ Police show that reported theft from retail premises increased 25 percent year on year. with 4,122 physical assaults.
Behind these numbers are real people, including managers worried for their teams, checkout operators bracing for abuse, and night staff wondering if they’ll make it home safely.
Addressing VAB is more than reacting to crime. It needs widespread engagement to protect workers and create safer workplaces for all. And that’s where ShopCare comes in.
How we can help
I know the scale of the challenge, but I also know that together we can reduce the risks. ShopCare’s role is to share knowledge, provide resources, and work closely with the experts to create practical, evidence-based solutions that make a difference in real-world settings.
Our two main VAB programmes are:
De-escalation programme
A comprehensive training package for customer-facing staff and managers. The programme includes four short courses covering:
- Situational awareness
- Managing an angry customer
- Staying safe
- Supporting your team as a manager
These modules give your team the confidence to de-escalate tense situations, protect themselves, and support one another.
Psychosocial training modules
Dealing with VAB doesn’t stop once an incident is over, as the stress and anxiety that follow can have lasting effects. That’s why we partnered with organisational psychologists at Umbrella Wellbeing to design short online courses that help workers:
- Understand what happens in the brain and body under stress
- Learn strategies for immediate and long-term recovery
- Recognise signs of stress in themselves and their colleagues
- Know when and how to step in to support others
These modules are simple, practical, and grounded in proven wellbeing science. Both programmes are freely available online to anyone in our ShopCare community.
Stronger together as a sector
The strength of our sector lies in its people. With the right training and support, store owners and managers can empower their teams to face these challenges with confidence and resilience.
No one should feel unsafe at work. By engaging with our resources, you’re not only protecting your staff, you’re helping to create a stronger, safer community for everyone.
ShopCare is here to support your sector with practical guidance that helps improve worker outcomes. Whether you manage a large supermarket or a small local store, we offer training, tools, and collective expertise to create safer, healthier workplaces for everyone.
I encourage you to take advantage of our free programmes, share them with your teams, and help your workers feel supported and more confident when faced with VAB.
By Selena Armstrong, CEO