Physical and verbal abuse of employees by colleagues, customers or patients has increased over the past two years. This was the result of a survey commissioned by the GPA union in March and April.
The more than 1,000 dependent employees named contact with “difficult customers and patients” as the main factor for the additional workload. “People often lack respect and tolerance. Many of us are insulted or put down by customers almost every day,” says Monika Schöngruber, a trade unionist in the trade sector, describing the situation. “If you greet a customer who enters the shop, usually nothing comes back.” According to Schöngruber, violent attacks would also increase: “I know of an example in which a saleswoman was thrown at by a customer with goods and she was injured in the face by the sharp-edged label.”
Stress factor lack of staff
More than 60 percent of those surveyed stated that conflicts in the workplace were intensified by pressure and a lack of staff. A trend that is most visible in the care (73 percent) and retail (70 percent) sectors.
“This circumstance is the main factor for the dissatisfaction of the employees”, says Wolfgang Gerstmayer, managing director of the GPA Upper Austria. “Currently, savings are being made on staff, but not on fewer tasks. In addition to cashing up, you also have to advise customers at the same time,” says Schöngruber, who herself is a works council member at a large retail chain.
According to the survey, 38 percent have experienced verbal attacks on themselves. Women and younger employees in particular are disproportionately represented here. Gerstmayer sees an “urgent need” for prevention and follow-up concepts in the event of violent experiences: “It clearly falls under the duty of care and employee protection to support one’s own employees accordingly.” This could be done through supervision and the determination of emergency measures, according to the GPA country manager.
Cases of stalking or violations of personal rights are also increasing across the industry: “Many employees, especially women, no longer want to wear name tags for fear of being found online and harassed by a customer later.”
Source: Nachrichten
