Course Information
Australian Retail Workplaces
Customer aggression is a foreseeable workplace risk in retail. Verbal abuse, threats, and aggressive behaviour are not “part of the job” — they are hazards that must be managed under Australian WHS laws.
Managing Customer Aggression in Australian Retail provides workers and supervisors with practical skills to recognise early warning signs, respond appropriately, and protect their own safety and the safety of others. The course focuses on real retail scenarios, not theory or unrealistic expectations.
Learners are guided through de-escalation principles, safe responses, and clear reporting processes. The course reinforces that personal safety comes first and that workers are never expected to put themselves at risk to resolve a situation.
This training supports employer obligations to identify aggression as a workplace hazard and implement controls that reduce the likelihood and impact of incidents.
What You’ll Learn:
- What customer aggression looks like in retail settings
- Common triggers and early warning signs
- Practical de-escalation strategies
- Personal safety and when to disengage
- Reporting incidents and accessing support
- Employer and worker responsibilities under WHS laws
Clear boundaries. Practical responses. Worker safety first.
This course gives retail workers the confidence to respond safely, follow procedures, and report incidents — without normalising unsafe behaviour.
This course takes approximately 30 mins to complete.