Educate workers to avoid mask confrontations

Mandatory mask policies aimed at reducing the spread of COVID-19 have made workers more vulnerable to potential assaults by customers who view the policies as an infringement of their rights, experts say. 

“This is really a supercharged issue. It appears now that the issue of mask policies has just become deeply personal,” said Andre Simons, Washington-based director of crisis and security consulting at global risk consulting firm Control Risks Ltd., of the surge in attacks on workers in recent months. 

Dozens of assaults — and a few deaths — have occurred in public places over mask wearing throughout the U.S. Workers have also received threats and have been intentionally coughed on by customers for pointing out mask policies.

Multiple retailers have publicly released statements asking customers to wear face coverings in their stores, but a few — including Woonsocket, Rhode Island-based CVS Health — said they will not require employees to enforce the mask mandates over concerns for their safety. 

Companies can help reduce customers’ mask-related frustration by clearly stating their mask polices and visually reinforcing them at entrances, Mr. Simons said. “Confusion can also lead to conflict … and can naturally lead to flare-ups between customers and employees,” he said. 

Regardless of the steps taken, confrontations may occur, and employees need to know what to do if faced with aggressive or hostile customers. Workers can benefit from knowing and using de-escalation skills if there is not an immediate threat to safety, Mr. Simons said. 

One of the first things to remember is not to tell a customer to calm down, which is often seen as a directive by a hostile person, he said. 

Employees should make sure they remain calm and speak to the angry customer in a soothing tone. 

“Rather than minimizing the issue … demonstrate empathy and understanding,” Mr. Simons said. Actively listen to the customer, summarize back to them what has contributed to their decision not to wear a mask and express an understanding of the customer’s frustration and anger at the policy and situation. 

“What we’re trying to work to avoid here is having what is potentially a flash point of conflict turn into a broader moment of violence,” he said.