For those working in retail, this is an extremely challenging time.
We've been working with retail staff for years, helping them look after their mental health and personal safety.
How we are helping our retail clients...
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Keep your distance
Maintaining a safe working distance has alway been important, even more so now.
listen and act
Everyone is on edge, LISTEN and WATCH for signs of potential aggression and ACT.
be human
Official beauracratic language will do nothing to calm people. Use real world 'HUMAN' talk.
C.r.m
Calm upset people by listening first, Relate and empathise before you try Manage the problem.
trust your instinct
If something doesnt feel right, don't ignore it. Listen to that little voice inside and do something.
talk about worries
Don't keep your concerns bottled up inside, pretending to be strong. It's OK to be worried.
where do you stand
Do you understand your work policies around sick pay and your contingency plans? Find out.
Get the right info
Refer to the experts rather than the arm chair keyboard worriers. NHS and GOV.UK.
Risk assessment
Ask your employer for their RISK ASSESSMENT and understand measures to keep you safe.
get help
Being worried is natural, but if you are feeling overwhelmed or can't cope, GET HELP.
Risk assessment
Ask your employer for their RISK ASSESSMENT and understand measures to keep you safe.
know your route
Find out what you can about your journey, and potential risks to your health and safety.
share your location
Who knows where you are and how to get hold of you? Regularly check in with them.
trust your instinct
If something doesn't feel right, don't ignore it. Listen to that little voice inside and do something.
scan for threat
Before you even get out your van, scan the area for potential risk. Is anyone hanging around?
Keep your distance
Stay back and to the side of front doors. Don't go into the porch, ask the customer to come out.
clean your hands
After every drop, clean your hands/change your gloves before touching anything in your van.
where do you stand
Do you understand your work policies around sick pay and your contingency plans? Find out.
Get the right info
Refer to the experts rather than the arm chair keyboard worriers. NHS and GOV.UK.
talk about worries
Don't keep your concerns bottled up inside, pretending to be strong. It's OK to be worried.
Risk assessment
Conduct a detailed RISK ASSESSMENT and share guidance on how staff can reduce risk.
make a plan
Make sure people know what is expected of them and how to manage new ways of working.
stay in touch
Maintain 'human' contact by encouraging the innovative ways your people are connecting.
KeeP informed
Do staff understand policies around sick pay and your organisations contingency plans?
encourage info
Encourage accurate information and updates via reputable sources like NHS and GOV.UK.
take a break
Encourage people to take break from social media. It can be a source of serious stress.
talk about worries
Fear, working from home, isolation, working hours and worklife balance whilst working from home.
signpost
If someone is finding it tough, don't wait, signpost EAP's and professional advice and support.
Get the latest legal updates from our friends at commercial law firm Freeths
listen
Probably the most powerful thing you can for anyone, LISTEN and don't judge. Give them space.
talk
Not every conversation needs to be about the current situation. What did you talk about before?
play time
Plan regular time together to unwind and have fun. Time away from 'doom and gloom' is essential.
stay in touch
Make sure YOU speak to your friends and family. Supporting someone else can take it's toll.
be flexible
Try and accept there will be shift changes and long hours. What can you all do to lessen the impact?
sync calendars
Understand what eachother is doing and when. Can save a lot of falling out!
get the right info
Refer to the experts rather than the arm chair keyboard worriers. NHS and GOV.UK.
encourage R&r
Encourage them to take care of themselves; rest, proper eating, limit alcohol and exercise.
watch for changes
Keep an eye out for any changes in behaviour. They may not even realise they are struggling.
signpost
Being worried is natural, but if you are feeling overwhelmed or can't cope, GET HELP.
The PPE doesn't mean you can't talk to people
A simple approach to help calm volatile situations.
Spare a thought for the workers caught in the middle
Enhance the customer experience and reduce conflict
Where is your focus, on what you can or can't do?
Practical advice and a top tip for all shops that are re-opening
'Resilience' is something we can actually build...
How your brain really works might shock you...
General tips and guidance
Follow medical advice and employer guidance
Take notice of advice from those qualified to give it, and be mindful of who you listen to.
don't panic: try to stay calm
Overly stressed brains are more likely to be irrational, over-react and make bad decisions.
keep 2m distance as a minimum
Maintaining a safe working distance has alway been important, even more so now.
behaviour is another form of communication
When people are afraid or worried, their behaviour will change. Look out for the signs.
Practical tips and guidance
The way we think and feel has a huge impact on how we behave and the decisions we make. In these short video tutorials, we share tried and tested approaches to real world issues.
'L.E.A.P.S' Model
A de-escalation tool from 'Verbal Judo', to help diffuse potential conflict.
51 secs
The 'Self Scan Tool'
Am I in the right state of mind?
A simple tool to check in with yourself.
55 secs
'Circle of Influence'
Learn how to focus on what you have the power to influence and change
58 secs
5 Ways to Wellbeing
What you can do to keep yourself in a good headspace at this time of worry.
59 secs
What we've been up to in Retail...
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Delighted to be invited back to BBC radio talking about Conflict in Retail. Not so keen on the 07:10AM call on Father's day though!
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A short interview on BBC radio morning show talking about Retail staff wellbeing and returning from lockdown.
Check out my article, published in 365Retail, where I share my thoughts 'How retailers must support the mental health of their workforce as we come out of lockdown'.
Click on the image to read my article
Speaking about how to put wellbeing at the top of your leadership agenda.
It went virtual! A great opportunity to share the latest developments in managing wellbeing.
Leading the discussion on 'keeping momentum going with workplace mental health'
Retail Exchange podcast: The impact of coronavirus on employee wellbeing
Keynote: 'Improving resilience to enhance personal productivity and performance in retail'
Sharing our journey with Next on how we have helped embed mental health and wellbeing.
Guest speaker at Customer and People conferences about mental health and personal resilience .
Guest speaker at Central retail engagement event about mental health awareness.
Further resources and support
We are updating this page all the time, so make sure you drop back in soon. If you have any specific questions or areas you would like us to cover, please drop us a line.
From all of us at Oakwood, take care and now more than ever,
be kind to yourself and eachother.
CEO, Next
Terry was an excellent trainer and we came away with a much clearer picture of how mental health issues affect people at work. The training was engaging, accessible, informative, important and mind-broadening. Most of all, the training helped to dispel the stigma and fear of mental health - giving delegates the confidence to recognise some of the symptoms and a desire to do what we can to help people through periods of mental ill-health.
Lord Simon Wolfson
CEO, Next
Head of Health, Safety and Wellbeing, Next
Oakwood have helped Next to embark upon their journey to improve the way those who experience mental ill-health are recognised, heard and helped. From the development of corporate objectives and a Mental Wellbeing Charter to the creation and delivery of a comprehensive training programme and procedures, Oakwood have been incredibly supportive at every stage.
Andy Latham
Head of Health, Safety and Wellbeing, Next
Health, Safety and Wellbeing Advisor, Next
Terry and Oakwood have been working closely with us at Next over the last year to assist in the development of our Mental Health programme. They have delivered senior management Mental Health awareness training and have also worked with some key personnel within Next to develop their knowledge, confidence and delivery in the subject of Mental Health creating our own in house training resource.
Terry is so approachable and personable. He has been incredibly supportive to our team and has help us to set up a great platform on which to build.
Claire Kershaw
Health, Safety and Wellbeing Advisor, Next