How to Prevent Bullying in Retail Workplaces

Violence, whether in the form of public unrest, riots, or looting, has increasingly been seen across the nation, with employees in the retail and service industries particularly vulnerable to this rise in aggression. Bullying, harassment, and violence have unfortunately become daily occurrences for retail workers, whether it's a customer yelling at an airline employee, a restaurant worker being mocked by a coworker, or a manager reducing an employee's hours to manipulate schedules.  

This pattern is evident across industries—airlines, apparel, food service, entertainment, and hospitality—demonstrating that workplace bullying and violence are widespread issues. With the current forecast for relief showing little promise, it’s clear that addressing this challenge requires focused and sustained efforts. 

According to a survey by the Workplace Bullying Institute investigating the effects of workplace bullying, 60% of bullied employees resign, 70% of bullies remain unaffected, and only 5% of these cases are resolved, reinforcing the need for more effective interventions and accountability. Let’s explore how to identify and define workplace bullying, understand the legislative landscape, and offer practical tips and resources on how to prevent bullying in retail workplaces. 

Defining Workplace Bullying 

CPI believes that workplace bullying (i.e., psychological harassment) is, in fact, workplace violence. Workplace violence comprises a continuum of behaviors including discourtesy, disrespect, intimidation, harassment/bullying, retaliation, verbal assault, and physical aggression. This aligns with the National Institute for Health (NIH)'s definition of workplace bullying, emphasizing that any behavior intended to harm or intimidate others is considered violence, no matter how subtle it may seem. 

According to the NIH, workplace bullying is a set of negative behaviors (e.g., harassing, offending, socially excluding, or negatively affecting work tasks) directed to organizational members or their work context that occur regularly and repeatedly over time. 

The Effects of Bullying in the Retail Workplace 

The costs of workplace bullying are severe, both for individuals and retail organizations. Bullying has been linked to: 

• Physical trauma       
• Emotional trauma 
• Psychological trauma 
• Stress      
• Anxiety      
• Depression 
• Burnout 
• Anger      
• Sleep disorders      

Additionally, studies show that bullying in the workplace increases cardiovascular risk by 59% and the risk of Type II diabetes by 46%.

Over time, workplace bullying changes workplace culture, and bullying develops into what is perceived as normal, acceptable workplace behavior. As bullying increases, performance and job satisfaction decrease, while safety incidents, turnover, and costs rise. 

How to Recognize the Signs and Symptoms of Bullying in Retail Workplaces 

The first step in preventing workplace bullying is recognizing the signs and symptoms. Can you identify which of these are signs and symptoms of bullying? 

Deceit	Intimidation	Ignoring
Isolation/exclusion	Minimization	Diversion
Shame and guilt	Undermining work	Pitting employees against each other
Removal of responsibility	Impossible or changing expectations	Offensive communication
Criticism or belittling	Projection of blame	Taking credit
Creating a feeling of uselessness	Aggression	Intrusion
Coercion	Punishment	Blocking advancement or growth
Embarrassment	Revenge	Threats

If you guessed all of the above, you would be correct. These signs may present themselves as a pattern of verbal aggression, coercion, intrusion, and even physical assault. Employees must be vigilant and aware of these behaviors to take proactive steps before they escalate. 

How to Address Bullying in the Retail Workplace 

In 2022, Harvard Business Review published an article on how bullying manifests in the workplace and how to stop it. The study cleverly used two prominent bullying tactics—the “Screamer” and the “Schemer”—to identify bullying and provide solutions for these character types. The taxonomy includes descriptions of the “Screamer,” one who often resorts to yelling and fist-banging, and the “Schemer” a quieter, silent-but-violent type whose well-honed skills include intricate plotting, gaslighting, and smear campaigns. Harvard Business Review identified 15 different features of bullying and created a Workplace Bullying Taxonomy that includes sample behaviors and outcomes of workplace bullying.

It is interesting to note that this article very loudly supports the legislative requirements of an organizational ban against workplace bullying by unabashedly addressing the problem directly and implementing policies, procedures, and processes to support a transparent, inclusive workplace environment. 

To date, there are no laws against bullying, specifically, but bullying falls under the umbrella of workplace violence. Standards, bills, and even new laws include bullying as an element of workplace violence.  

While bullying and even overall workplace violence prevention will continue to require support and advocacy, great strides have been made in the retail space recently when California passed Senate Bill (SB) No. 553 into law. Months later, New York followed suit and passed Labor Law §27-e, the “Retail Worker Safety Act". Both require the implementation of workplace violence prevention plans and training as well as other requirements to improve overall staff safety.  

Everyone Plays a Role in Creating a Safe Workplace 

Whether your state has legislative requirements or not, everyone in a retail environment plays a significant role, whether as a customer, employee, or organization. Understanding one's role and responsibilities, learning how to manage situations, and utilizing your resources is key to eradicating bullying in the workplace. 

Bottom line: Employees must feel safe in their workplace. Retail employees and employers must collaborate, as must customers, to eliminate bullying and violence. 

Here’s how each group can contribute to creating a safer retail environment: 

The Organization: Leading the Change
The organization sets the tone and foundation for a respectful and safe workplace. Its role is to define clear policies, provide resources, and ensure all employees have the support they need to thrive in an environment free from bullying and violence. 

Let’s break down each of those roles into seven categories: 

1. Define workplace violence and bullying. Definitions of both provide guidance and clarity on what actions constitute workplace bullying.  
2. Implement a program plan. Implement a workplace violence prevention plan that includes bullying and aligns with the organization’s definition, policies, and procedures.
3. Establish a code of conduct. The purpose of a code of conduct is to define behavioral expectations. Expectations support the health and safety of employees, making it easy to identify behaviors that align with a company’s standards and values and ensure compliance with laws and regulations. 
4. Create clear policies and procedures. Implement policies and procedures that protect employees from bullying in the workplace. These include clear expectations, follow-ups, and resolution processes that allow for a thorough investigation of matters. Consider the following: Do your policies and procedures address respecting one another in the workplace? Have you provided clear expectations regarding interactions among coworkers?  
5. Accessible communication channels and support systems. Implement a clear method—that doesn’t have recourse—for reporting incivility and bullying. For instance, toll-free hotlines that employees can call to report instances of incivility or feeling targeted and employee and customer surveys are favorable methods for reporting situations. Consider the following: Is there a clear channel for reporting workplace incivility or bullying? 
6. Process complaints fairly. Implement a standard investigation process to evaluate every reported incident. Include follow-ups and expected resolution for each case. Establish a universal disciplinary policy for instigators of bullying. 
7. Implement training. Provide training for all employees in methods of verbal communication, focusing on respectful communication protocols and the consequences of not adhering to them. Furthermore, de-escalation training provides employees with the skills to prevent, recognize, and respond to incidents of incivility, aggression, and bullying in their workplaces.   

CPI offers training for retail workers that focus on verbal communication and de-escalation training. CPI’s Verbal Intervention™ Training equips retail teams with communication methods that can be applied to decrease anxiety and defensiveness in potentially volatile situations. Those strategies include:

• Remain calm during stressful situations. 
• Isolate the individual to prevent escalation. 
• Be aware of your body language. 
• And more. 

Leaders: Set the Standard
Leaders play a vital role in shaping the culture and behavior within an organization. By setting an example, listening, and acting decisively, they create an atmosphere where respect is expected, and bullying is not tolerated. Here are two steps leaders should take to ensure success: 

1. Listen and observe. Leaders should actively listen to both formal and informal employee concerns, staying alert to any sudden shifts or changes in behavior. It’s important to address and investigate all forms of aggression—whether verbal, nonverbal, or physical—with equal attention, especially when it comes to incivility and disrespectful verbal aggression. If necessary, follow through with progressive discipline as outlined in company policies and procedures to ensure proper resolution and maintain a respectful workplace. 
   1. 1. An important aspect of CPI training is its focus on empathic listening as a de‑escalation strategy. Listening with empathy can potentially diffuse a volatile situation. When practicing empathic listening, be sure to:  
      2. Give the person your undivided attention. 
      3. Be nonjudgmental. 
      4. Focus on the person’s feelings, not just the facts. 
      5. Allow for silence. 
      6. Use restatement to clarify messages. 
2. Be the example. Treat your employees respectfully and always encourage respectful interactions. Leaders set the overall tone for workplace behavior and employees are watching you for cues.   

Employees: Lead by Example 
Employees are integral to fostering a respectful workplace. By modeling positive behavior, communicating openly, and taking responsibility for addressing inappropriate actions, everyone can contribute to creating a safe environment for all. 

1. It starts with you. Model and support ethical, respectful behavior in your everyday interactions. To receive respect, you must give it. Are you treating others respectfully throughout all communication channels? 
2. Communicate. If someone does something that you feel is disrespectful, have a conversation with them (if you feel it is safe to do so). Before jumping to conclusions that the individual is a bully, having a conversation letting them know that their behavior is disrespectful, and allowing them to understand your perception and the opportunity to change their behavior is a method that is used to resolve matters directly. 
3. If you see something, say something. While you may not be the target of a bully, if you witness disrespectful or uncivil behavior, say something—either directly to the person if it’s safe to do so or to your supervisor, HR, or leadership team. 
4. Attend and participate in training. Awareness training and skill building are essential to help all employees translate policies and procedures into everyday workplace behaviors. 

It is everyone’s responsibility to maintain a safe and respectful workplace. Workplace bullying exists. Awareness, education, and intolerance of bullying in the workplace are the first steps in addressing this problem.      

Build a Retail Culture of Safety and Respect 

By committing to establish a workplace violence prevention program and training plan, you position yourself as a supporter of a healthy and safe workplace environment. CPI’s programs for retail workers offer a trifecta of safety benefits that equip employees and employers to consistently apply proactive skills in the workplace, fostering a culture of safety for both employees and customers. 

1. Enhanced customer experience: Staff will gain the skills to turn negative interactions into positive experiences, fostering customer loyalty and contributing to your business’s success and positive reputation. 
2. Greater safety for staff and shoppers: Staff will learn how to confidently manage conflicts, proactively reduce the likelihood of physical altercations and injuries, and create a culture of safety and well-being. 
3. Improved employee retention: Staff will feel less stressed on the job, leading to reduced burnout and turnover and a more supportive, productive workplace. 

Creating a safe and respectful workplace is everyone’s responsibility. Now that we've explored the critical components of bullying in retail workplaces, it's time for organizations to take actionable steps. Start by implementing a comprehensive workplace violence prevention plan, providing essential training, and creating an open channel for reporting concerns. 

About the Author 

Antigone Kokalias is a multi-faceted global health care leader with 15+ years of experience, including the Joint Commission and Joint Commission International. Kokalias is currently the Principal Consultant for Logos Consulting, LLC, and works as a faculty member for Loyola University Chicago, overseeing undergraduate students in traditional and accelerated baccalaureate nursing programs. She graduated from Lewis University with a Master of Science in Nursing and a Master of Business Administration.