What should my employer do to protect me?

Employers have clear legal obligations to prevent threats and violence towards you at work. These hazards should be tackled in the same way as any other risk you face at work.  

The Health and Safety Executive (HSE) defines violence at work as "any incident in which an employee is abused, threatened or assaulted by a member of the public in the course of their employment." It says that employers should first carry out a risk assessment to assess hazards and then put in place control measures to reduce the risks. What these are will depend on the workplace, but the following are examples of controls that your employer could consider:  

• design of the workplace: ensuring good visibility and good lighting throughout; security measures such as CCTV; a suitable queuing system to prevent tension building; trained security staff; signs reminding people to respect each other and not abuse workers
• how jobs are designed or carried out: encouraging good communication; working with others such as the police and local authorities; raising awareness; considering how workers engage with the public and what triggers people; managing lone working; ensuring there are adequate staffing levels
• training: which should be monitored and regularly reviewed. It should address the specific issues identified in the risk assessment but can include: 
• identifying causes
• understanding that it should not be accepted as part of the job
• recognising warning signs, such as body language
• interpersonal skills, such as verbal and non-verbal communication skills
• details of working practices and control measures
• incident reporting procedures 

Your employer should make it clear that there is zero tolerance of threats and violence towards staff at work and take all necessary steps to enforce this policy, including to suppliers and customers.