How to prevent and manage robberies
As a manager you have two key responsibilities when it comes to retail robbery:
- Robbery prevention, for example through risk assessment of the shop and through good security procedures for how employees are to handle money, open and close the shop, etc.
- Management and follow-up in the event an actual robbery takes place. This includes psychological first aid, documentation, reporting and, most importantly, caring for and talking with the employee(s) affected by the robbery.
Risk assessment and security procedures
BFA Handel has prepared sector guidelines on robberies at grocery shops which include detailed advice on how to prevent robbery. The guidelines describe how to prepare a risk profile and assess the shop’s surroundings, entrance and exit points, as well as its interior, and how you handle cash.
The guidelines are targeted specifically at grocery shops, but they can also inspire managers and health and safety groups at other types of shop. Most of the problems and advice are the same across the retail sector.
Good security procedures
Good security procedures help prevent robberies (as long as they are followed). This applies both in connection with cash handling and general work at the shop. It’s important to have security procedures that support robbery prevention. For example, it’s no use applying locks to all doors if you forget to lock them and if you let unauthorised persons in.
Robbery prevention is a responsibility that you, as a manager, should ensure with the health and safety group. Read more under the For health and safety groups tab.
Psychological reactions
The employer is required to take all measures necessary concerning psychological first aid at the shop. It’s important with a response plan for what should be done to reduce the psychological consequences of a robbery for those affected.
Reactions to robbery can differ from person to person. Some react by crying, shouting, moving about restlessly or by merely ‘staring into the air’. Some have feelings of guilt; some feel anger and others again try to repress the experience and their emotions. Some may have physical reactions such as insomnia, being unable to concentrate and rapid heartbeat.
When reactions first appear also differs from person to person. It can take up to several days, even weeks.
Psychological first aid
The most important way to prevent or reduce the psychological impact of robbery is to have someone who can listen to, support and care for those affected. This could be you, the manager, or it could be family, colleagues, friends or, perhaps, a psychologist. People who have experienced a robbery (staff as well as customers) will often need to talk about their experience, and this will help them get rid of the feeling of anxiety.
How you can provide psychological first aid:
- Show care, attention and respect.
- Allow the person to talk about the incident. Listen, don’t interrupt, and accept repetitions.
- Don’t refer to your own, similar experiences, even though that seems the natural thing to do.
- Disagree with employees who say they are to blame for what has happened.
- Don’t analyse or explain the incident, and don’t talk about how others are feeling.
- Acknowledge what has happened; don’t make light of the situation.
- Help with practical matters, such as giving the person a lift home, arranging for the pick up of their kids, and don’t let the person be alone. Make sure there is someone there with him or her.
Follow-up meeting
A follow-up meeting at the shop where everyone meets and is briefed about what has happened will help minimise rumours and insecurity. Such a meeting will also be an opportunity to talk together about the incident and hear everyone’s experience of the situation and how they are feeling.
Professional help
Some shops and chains have service agreements with psychologists to provide counselling after a robbery, and some insurance policies cover the costs of professional assistance, although employers aren’t obligated to offer employees psychological assistance.
Not everyone needs professional assistance, and even though someone may need assistance, you can’t force them to accept it. Regardless, it’s important to pay attention to your staff/colleagues and to ask them how they are and if there’s anything you can do to help.
Remember that reactions to a robbery may occur after some time, and employees should be offered the necessary assistance at this stage as well.
Get free and impartial help
Offerrådgivningen – Someone to talk to! helps victims, witnesses and relatives who have experienced serious and traumatic events such as crime, car accidents and other accidents. Offerrådgivningen has local branches throughout Denmark.
Offerrådgivningen can counsel you about how you, as a manager, best support and help an employee who has experienced a robbery or another traumatic event. These services are free.
- Read more and find contact details at the Offerrådgivningen website (opens in new window – in Danish only).