Trinity Leeds and White Rose unite with Retail Trust to tackle abuse towards retail workers this festive season

As the festive rush begins, Trinity Leeds and White Rose have both joined forces with the Retail Trust, the retail industry charity, to help protect retail workers from rising levels of abuse, with dedicated free training to help colleagues manage difficult interactions.  

Delivered through the charity’s Let’s Respect Retail campaign, Trinity Leeds, White Rose and the Retail Trust are rolling out practical training at both shopping centres, offering its centre and store staff the tools and confidence to handle challenging interactions and recover after difficult moments on the shop floor.  

Staff who have already attended the training said it offered clear, practical guidance while helping them feel more prepared. At White Rose, Retail Manager Katy Roy said the session “gave a clear process to follow to help deal with challenging situations,” adding that she appreciated “the light-hearted approach in addressing a very serious situation.” Team Leader Tatum from Flying Tiger echoed this, describing the training as “really informative” and saying she would take the techniques back to her wider team. 

Colleagues at Holland & Barrett also noted the value of having a structured approach. Supervisor Grace described it as “a very useful session” that provided “a concrete framework to deal with situations,” while store colleague Cory highlighted the importance of sharing this knowledge, saying “it’s good that more retail workers know this to help customers and themselves.” 

The partnerships follows new research from the Retail Trust showing that over three-quarters (77%) of shop staff nationwide have faced intimidating behaviour in the past year, one in four (23%) have been physically assaulted, and nearly half (43%) say they are being abused or attacked every week. 

The charity is calling on shoppers to help restore humanity to the high street this Christmas, starting with simple gestures of respect like a hello, thank you or a smile. In December, visitors to Trinity Leeds and White Rose will also see messaging throughout the centre, reminding millions that every act of kindness counts.  

Steven Foster, Centre Director at Trinity Leeds and White Rose, commented: “Retail workers are at the heart of both Trinity Leeds and White Rose, keeping our stores, restaurants and experiences running every day, and we have a responsibility to create a place where everyone feels safe, respected and valued. 

“This partnership with the Retail Trust not only provides teams practical tools and emotional support, but it also reminds all of us that small acts of kindness make a real difference. When our team and workers feel protected and appreciated, it leads to better experiences for them and for everyone who visits.” 

Chris Brook-Carter, chief executive of the Retail Trust, added: “Unkind and aggressive behaviour has sadly become ‘part of the job’ for far too many people working in retail. We want to equip staff across Trinity Leeds and White Rose with the skills to safely de-escalate difficult situations and look after their wellbeing. 

“Our campaign is also calling on everyone to restore respect to the high street this Christmas, starting with acts as simple as a thank you, a greeting, and a smile. We know that the smallest acts of recognition still make a huge difference to anyone who is facing daily hostility at work.”