Dealing with a critical incident

If you have experienced a critical incident, we have collated a selection of resources to support you.

  • Two women chatting over coffee

    Coping with traumatic events

    Exclusive content from retailTRUST

    A traumatic event is defined as any incident which causes someone to suffer physical, emotional or psychological harm. Whether it happens to you directly, or you witness a traumatic event, the effects can be long-lasting without the right kind of support.

  • Woman standing in a store making a call on her mobile

    Managing violence in stores

    Exclusive content from retailTRUST

    There will be times during our careers when we’re required to deal with an unhappy or aggressive customer. On occasion these interactions will result in violence against you or one of your colleagues. Learn how you can manage the risks.

  • Young woman sat on couch looking pensive whilst talking to someone

    Understanding common responses to an incident

    Exclusive content from retailTRUST

    A critical incident can be any situation in which you experience either a threat to your own life or physical safety, or have been affected by the death or injury of another. Learn about the common responses you may go through.

  • Broken shop window

    Managing a critical incident in the workplace

    Exclusive content from retailTRUST

    As a manager, you and your management team will play a key role in supporting colleagues not only directly after an incident, but in the days, weeks and possibly months that follow. Learn about the support available to you and your people.

  • Critical-incident-referral-badge

    Managing a critical incident – make a referral

    Exclusive content from retailTRUST

    You and your management team will play a key role in supporting colleagues not only directly after an incident, but in the days, weeks and possibly months that follow. If you would like to arrange support for your team as a result of an incident, this article will take you through the process.

  • informal chat taking place between colleagues in a office

    Support in the workplace after a suicide

    Exclusive content from retailTRUST

    The suicide of a colleague always has a profound emotional effect in the workplace. Even if you didn’t know the individual well, you may have unanswered questions and feel very vulnerable. It’s important therefore that the employers are able to respond to the needs of all colleagues regardless of their relationship with the person who has died.

  • dealing-with-diff-customers-badge

    Dealing with difficult customers

    Exclusive content from retailTRUST

    We’ll no doubt all have times when we’re required to deal with an unhappy or aggressive customer. Although it can be unsettling, here are some things you can do to reduce the impact on your own wellbeing, and that of your colleagues and other customers.

  • Group of people seated in a circle

    What to do when a colleague dies

    Exclusive content from retailTRUST

    Any death – at whatever age, and by whatever cause – is distressing. And while people leave jobs for all sorts of reasons, it’s very different when a workplace looks and feels diminished because of a death. 

  • Managing stress

    Managing stress

    If you are facing stress at work, you are not alone. This page offers some guidance on managing stress. You may also want to consider speaking with someone outside of the situation.

  • How-to-manage-anxiety-badge

    How to manage anxiety

    Exclusive content from retailTRUST

    Anxiety is something we all experience from time to time. This article looks at the causes of anxiety and options for managing it.

  • Couple hugging

    Understanding low mood

    Exclusive content from retailTRUST

    Feeling low from time to time is a part of life, and we’ve all experienced periods of sadness, upset, and disappointment at some point in our lives. Low mood can be distressing, but there are things we can all do to recover and return to our usual routines.

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Want to talk to someone?

Call our confidential freephone helpline and speak to one of our helpline advisors.
Whether you find yourself...

  • Dealing with loss or bereavement
  • In fear of losing your job
  • Struggling to cope financially

...we are here to listen and provide you with the right level of support.

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