Research founded by City & Guilds has shown a dramatic increase in violence and assaults on customer-facing staff by angry and frustrated Britons who struggle to cope with the pressures of everyday life.

The findings showed that physical and verbal attacks has soared in the last two years, where workers in hospitality and security, ticket inspectors, paramedics, nurses and other customer-facing staff have suffered the most abuse. The report, which supports the demand for conflict management training as part of a long term solution to workplace conflict, has revealed that 37% of Britons have been verbally abused whilst at work. At least 16% of Britons admitted being threatened and a further 7% have been physically abused by a member of the public.

City & Guilds has warned that time pressures, unmet expectations and poor customer service are now taking their toll on the British. "As a nation, we are becoming increasingly aggressive, more impatient and less aware of the effect of our behaviour on others. Ultimately, no matter how busy or rushed life is, it simply isn"t capable to shout, swear or become aggressive to someone who is just doing their job," commented Rob Roseveare, City & Guilds" conflict management specialist.

It is believed that young adults who fall in the 25-34 age group are the most likely perpetrators of misdirected aggression as 33% have confessed to losing their temper with a call centre worker, a shop worker or a bus driver-compared to 25% of people over the age of 55. These erratic and violent outbursts are often blamed on the hectic pace of modern life where 77% of people feel under pressure, claiming that there simply are not enough hours in a day.

Disturbingly, 14% don"t regret their actions or dwell on the consequences afterwards, claiming that the customer-facing workers "deserved it." The escalating violence has prompted City & Guilds to join forces with Mayboo, the UK leader in Conflict Management and is urging organisations to develop long-term strategies to protect their staff against workplace conflict.

Roseveare added, "The results of this research demonstrate how abuse in the workplace has become a significant problem. Almost half of those questioned admit to being abusive call centre staff at one time or other. The rising number of assaults has sparked concern amongst employers who are now increasingly adopting a zero tolerance stance to abuse towards their staff."

He also stressed that it was imperative that people feel safe at work and are empowered with the right skills to be able to carry out their jobs to their best ability. Conflict management has proven to be a vital life skill in many sectors and employers are now benefiting from this in the hope that it will contribute to their overall strategy to address the issue of violence in workplace.

Kavita Trivedi

You may also be interested in these articles:

Register, Login or Login with your Social Media account:


Advertisers

Upcoming FE Events

Advertiser Skyscrapers

Latest Education News

Further Education News

The FE News Channel gives you the latest education news and updates on emerging education strategies and the #FutureofEducation and the #FutureofWork.

Providing trustworthy and positive Further Education news and views since 2003, we are a digital news channel with a mixture of written word articles, podcasts and videos. Our specialisation is providing you with a mixture of the latest education news, our stance is always positive, sector building and sharing different perspectives and views from thought leaders, to provide you with a think tank of new ideas and solutions to bring the education sector together and come up with new innovative solutions and ideas.

FE News publish exclusive peer to peer thought leadership articles from our feature writers, as well as user generated content across our network of over 3000 Newsrooms, offering multiple sources of the latest education news across the Education and Employability sectors.

FE News also broadcast live events, podcasts with leading experts and thought leaders, webinars, video interviews and Further Education news bulletins so you receive the latest developments in Skills News and across the Apprenticeship, Further Education and Employability sectors.

Every week FE News has over 200 articles and new pieces of content per week. We are a news channel providing the latest Further Education News, giving insight from multiple sources on the latest education policy developments, latest strategies, through to our thought leaders who provide blue sky thinking strategy, best practice and innovation to help look into the future developments for education and the future of work.

In May 2020, FE News had over 120,000 unique visitors according to Google Analytics and over 200 new pieces of news content every week, from thought leadership articles, to the latest education news via written word, podcasts, video to press releases from across the sector.

We thought it would be helpful to explain how we tier our latest education news content and how you can get involved and understand how you can read the latest daily Further Education news and how we structure our FE Week of content:

Main Features

Our main features are exclusive and are thought leadership articles and blue sky thinking with experts writing peer to peer news articles about the future of education and the future of work. The focus is solution led thought leadership, sharing best practice, innovation and emerging strategy. These are often articles about the future of education and the future of work, they often then create future education news articles. We limit our main features to a maximum of 20 per week, as they are often about new concepts and new thought processes. Our main features are also exclusive articles responding to the latest education news, maybe an insight from an expert into a policy announcement or response to an education think tank report or a white paper.

FE Voices

FE Voices was originally set up as a section on FE News to give a voice back to the sector. As we now have over 3,000 newsrooms and contributors, FE Voices are usually thought leadership articles, they don’t necessarily have to be exclusive, but usually are, they are slightly shorter than Main Features. FE Voices can include more mixed media with the Further Education News articles, such as embedded podcasts and videos. Our sector response articles asking for different comments and opinions to education policy announcements or responding to a report of white paper are usually held in the FE Voices section. If we have a live podcast in an evening or a radio show such as SkillsWorldLive radio show, the next morning we place the FE podcast recording in the FE Voices section.

Sector News

In sector news we have a blend of content from Press Releases, education resources, reports, education research, white papers from a range of contributors. We have a lot of positive education news articles from colleges, awarding organisations and Apprenticeship Training Providers, press releases from DfE to Think Tanks giving the overview of a report, through to helpful resources to help you with delivering education strategies to your learners and students.

Podcasts

We have a range of education podcasts on FE News, from hour long full production FE podcasts such as SkillsWorldLive in conjunction with the Federation of Awarding Bodies, to weekly podcasts from experts and thought leaders, providing advice and guidance to leaders. FE News also record podcasts at conferences and events, giving you one on one podcasts with education and skills experts on the latest strategies and developments.

We have over 150 education podcasts on FE News, ranging from EdTech podcasts with experts discussing Education 4.0 and how technology is complimenting and transforming education, to podcasts with experts discussing education research, the future of work, how to develop skills systems for jobs of the future to interviews with the Apprenticeship and Skills Minister.

We record our own exclusive FE News podcasts, work in conjunction with sector partners such as FAB to create weekly podcasts and daily education podcasts, through to working with sector leaders creating exclusive education news podcasts.

Education Video Interviews

FE News have over 700 FE Video interviews and have been recording education video interviews with experts for over 12 years. These are usually vox pop video interviews with experts across education and work, discussing blue sky thinking ideas and views about the future of education and work.

Events

FE News has a free events calendar to check out the latest conferences, webinars and events to keep up to date with the latest education news and strategies.

FE Newsrooms

The FE Newsroom is home to your content if you are a FE News contributor. It also help the audience develop relationship with either you as an individual or your organisation as they can click through and ‘box set’ consume all of your previous thought leadership articles, latest education news press releases, videos and education podcasts.

Do you want to contribute, share your ideas or vision or share a press release?

If you want to write a thought leadership article, share your ideas and vision for the future of education or the future of work, write a press release sharing the latest education news or contribute to a podcast, first of all you need to set up a FE Newsroom login (which is free): once the team have approved your newsroom (all content, newsrooms are all approved by a member of the FE News team- no robots are used in this process!), you can then start adding content (again all articles, videos and podcasts are all approved by the FE News editorial team before they go live on FE News). As all newsrooms and content are approved by the FE News team, there will be a slight delay on the team being able to review and approve content.

 RSS IconRSS Feed Selection Page