This research will develop best practice protocols in the retail sector for employee training in handling and responding to difficult customers and stressful and traumatic incidents. In addition, this research proposes to develop best practice protocols for employer responding and for assessment and treatment of employees in the retail sector. The national benefit will be a healthier, happier and more productive retail sector workforce. The results are likely to be applicable to other sectors of the Australian workforce and thus have broad national/community benefits.
