A Clear Business Case and ROI Projection for Workplace Violence Prevention Training

Executive Summary

Workplace violence (WPV) poses a significant financial and operational threat to businesses, particularly in frontline industries like food service, food retail, and retail, where employees are vulnerable to customer aggression, robberies, and other high-stress incidents. The costs associated with WPV extend beyond immediate legal liabilities and medical expenses; they also encompass employee turnover, reputational damage, reduced customer satisfaction, and operational disruptions.

For security, loss prevention (LP), and asset protection (AP) professionals, making the case for WPV prevention training requires more than citing statistics; it demands a compelling argument that highlights the tangible business benefits of investing in employee safety.

By providing training in workplace violence prevention, including situational awareness, de-escalation, and active shooter preparedness, your organization can reduce safety and security risks, decrease turnover, and improve operational efficiency.

This article provides a data-driven business case that security and AP/LP leaders can use to persuade decision-makers to invest in workplace violence prevention training. It outlines the tangible and hidden costs of WPV while demonstrating how a proactive training program reduces risk and legal liability, improves employee retention and morale, enhances customer experience, and ultimately protects the bottom line. Backed by real-world case studies and a clear ROI analysis, this guide equips professionals with the insights needed to secure buy-in for a comprehensive WPV prevention strategy.

Workplace violence prevention training, including situational awareness, de-escalation, and active shooter preparedness can reduce risk and liability, decrease turnover, and improve operational efficiency.

Costs and Risks Associated with Workplace Violence

Increased Workplace Violence Incidents

The National Restaurant Association (NRA) reports that 61% of food service employees cite workplace violence as a top safety concern. The National Retail Federation (NRF) reports that 71% of retailers are increasing their budgets for workplace violence prevention in 2025. Incidents such as robberies, aggressive customers, interactions with homeless individuals, and spillover from domestic conflicts are increasingly common in these industries.

Employee Turnover

Workplace violence contributes to increased employee turnover due to fear, stress, and dissatisfaction among staff. Turnover in the food service and food retail industries averages 150%, with replacement costs estimated at $3,500 per employee (Society for Human Resource Management).

Workplace safety concerns exacerbate this problem, leading to lower morale and retention rates. Employees who feel unsafe are more likely to seek employment elsewhere, leading to significant replacement costs. The cost of turnover includes:

• Recruitment expenses (job postings, recruiter fees, and administrative costs)
• Hiring and onboarding costs (background checks, training, and orientation)
• Productivity losses due to vacant positions and time required for new employees to reach full efficiency
• Loss of institutional knowledge and team cohesion

Legal and Financial Risks

Businesses face significant financial liabilities when workplace violence occurs, including legal settlements, regulatory fines, and insurance costs. Legal risks include:

• Workers’ compensation claims for physical or psychological injuries
• Lawsuits from employees or customers for negligence in failing to prevent violence
• The Occupational Safety and Health Administration (OSHA) mandates that employers provide a safe work environment. Failure to do so can result in regulatory penalties and costly lawsuits.

Examples of Financially Devastating WPV Incidents:

1. McDonald’s Employee Lawsuits (2021-2022)

• Case: A group of employees in Chicago sued McDonald’s, alleging that the company failed to protect them from violent customers.
• Allegations: The lawsuit claimed that McDonald’s had a history of workplace violence, including robberies and assaults, and did not implement proper security measures.
• Outcome: The case highlighted the responsibility of employers to ensure workplace safety.

2. Popeye’s Employee Attack (2020)

• Case: A Popeye’s employee in Tennessee sued after being physically attacked by a customer during the chain’s viral chicken sandwich craze.
• Allegations: The employee claimed that Popeye’s management failed to provide security despite knowing about prior violent incidents.
• Outcome: The lawsuit pushed discussions about fast-food chains’ duty to protect their workers.

3. Waffle House Shooting Lawsuit (2018)

• Case: A mass shooting at a Waffle House in Tennessee led to lawsuits by survivors and victims’ families.
• Allegations: The plaintiffs argued that Waffle House did not take adequate security measures, despite previous violent incidents at its locations.
• Outcome: Such lawsuits often focus on negligent security claims.

4. Starbucks Manager Attack Lawsuit (2022)

• Case: A Starbucks manager in California was assaulted by a customer and later sued the company for failing to address workplace violence risks.
• Allegations: The plaintiff argued that Starbucks did not train employees in handling violent situations and failed to provide adequate security.
• Outcome: The case emphasized the need for training and prevention measures

Reputational Risk

Businesses that experience workplace violence incidents often suffer long-term reputational damage, which can result in loss of customers, diminished investor confidence, and decreased employee retention. Public perception of a company’s safety standards impacts its ability to attract talent and customers.

Risks to Customer Service and Guest Experiences

Workplace violence and the fear it instills in employees directly impact customer interactions. Employees who feel unsafe or anxious are less engaged, leading to:

• Poor customer service due to distraction or stress
• Increased absenteeism, resulting in understaffed operations and longer service times
• Tension among employees, creating a hostile work environment that spills over to customer interactions

Additional Costs and Risks

• Insurance Premiums: Businesses that fail to address WPV risk seeing increased premiums for workers’ compensation and liability insurance.
• Operational Disruptions: Violent incidents can shut down operations temporarily, leading to loss of revenue.
• Regulatory Scrutiny: Companies with repeated WPV incidents may face increased oversight and compliance requirements, adding to operational costs.

Proposed Solution: Workplace Violence Prevention Training

Workplace violence prevention training offers numerous benefits for the food service, food retail, and retail industries, helping to create a safer work environment, protect employees, and reduce legal and reputational risks.

A comprehensive training program focused on identifying signs of violence, de-escalating conflicts before they turn violent, and techniques for mitigating the worst impacts of violence in case it does occur. This proactive approach addresses critical vulnerabilities and delivers financial and operational benefits.

The following are the recommended elements of a comprehensive workplace violence prevention program:

Recognition of Behavioral Indicators of Violence

Employees will be trained to identify early warning signs of potential violence, such as aggressive behavior, verbal threats, or significant changes in demeanor. Early recognition allows for proactive intervention, reducing the likelihood of escalation into violent incidents.

Employee Situational Awareness

Training in situational awareness helps employees stay alert to their surroundings and recognize potential threats before they become dangerous. Employees will learn how to assess their environment, identify exits, and remain vigilant, ensuring quick and informed responses to potential threats.

De-escalation Training

Employees will receive instruction on proven de-escalation techniques to diffuse conflicts before they turn violent. Training will include verbal and non-verbal communication strategies, active listening, and conflict resolution tactics that empower employees to manage tense situations effectively and safely.

Active Shooter Preparedness Using the Run-Hide-Fight Methodology

Employees will learn the Run-Hide-Fight approach, a widely recognized method for responding to active shooter situations. This training ensures employees understand the best course of action to minimize casualties and protect themselves and others in an emergency.

Barricading Doors and Improvised Weaponry

Employees will be taught how to effectively barricade doors to create secure areas during violent incidents. Additionally, they will learn to use everyday objects as improvised weapons if self-defense becomes necessary, improving their ability to protect themselves in extreme situations.

Response to Injury

First aid training specific to WPV incidents will equip employees with life-saving skills, including how to stop bleeding, administer CPR, and provide basic medical assistance before emergency responders arrive. This training can significantly reduce fatalities and improve survival rates in violent situations.

Safe Interactions with Homeless and/or Mentally Ill Individuals

Employees will learn best practices for safely engaging with individuals experiencing homelessness or mental health crises. Training will emphasize empathy, boundary-setting, and knowing when to seek professional assistance, reducing the likelihood of confrontations that could lead to violence.

Safe Responses to Shoplifting

Retail and food retail employees will be trained in non-confrontational methods for handling shoplifting incidents, including observing and reporting, maintaining a safe distance, and following company protocols to minimize risks. This reduces the chances of violent altercations while protecting employees and customers.

Tangible Financial and Operational Benefits of Workplace Violence Prevention Training

Reduced Incident-Related Costs

Workplace violence costs U.S. businesses $300 billion annually (Valentis). Implementing WPV training reduces the frequency and severity of violent incidents. Companies that prioritize violence prevention experience fewer lost workdays and reduced productivity losses. By preventing even one major incident, we could save tens of thousands in legal fees, medical expenses, property damage, workers’ compensation claims, and lost productivity. 

Example: Starbucks
After an increase in customer aggression, Starbucks implemented a de-escalation training program in 2022. The company reported a measurable decline in incident-related costs across high-risk locations and improved employee confidence in handling volatile situations.

Example: Kroger
After implementing a comprehensive WPV training program, Kroger reported a decline in violent incidents across its stores, leading to lower security-related costs and fewer liability claims.

Projected Benefits to Our Business:

• Lower workers’ compensation and medical costs
• Reduced legal fees and settlements
• Fewer operational disruptions due to violent incidents
• Decreased insurance premiums due to improved safety record

Improved Employee Retention and Recruitment

A well-trained workforce that feels secure in their environment is more likely to stay with the company. Employees value organizations that invest in their safety, leading to higher morale, reduced turnover, and an easier time attracting top talent.

Example: Starbucks
Following incidents of workplace violence, Starbucks strengthened its employee safety training, resulting in increased employee satisfaction and retention rates.

Example: McDonalds
McDonald’s franchisees in Chicago saw a 25% decrease in employee turnover after implementing workplace safety training. Staff cited improved confidence in managing workplace risks as a key factor in their decision to stay.

Projected Benefits to Our Business:

• Lower turnover rates, reducing hiring and training costs. A 10% reduction in turnover could save approximately $1 million annually in replacement costs, assuming a workforce of 10,000 employees.
• Improved employee morale and engagement
• Greater attractiveness as an employer of choice

Enhanced Customer Experience and Brand Reputation

Well-trained employees can handle volatile situations professionally, ensuring customer safety and preserving brand reputation. A strong reputation for safety also attracts customers who prefer shopping or dining in secure environments. Conversely, high-profile incidents can damage public trust and deter customers.

Example: Walmart
Following a 2019 workplace violence incident, Walmart introduced active shooter preparedness training. The company was widely praised for its proactive approach, reinforcing customer trust and boosting employee morale.

Example: Target
After implementing WPV training, Target observed improved customer satisfaction scores and a positive public perception of its commitment to safety.

Projected Benefits to Our Business:

• Higher customer satisfaction and loyalty
• Increased foot traffic and sales due to a reputation for safety
• Positive media coverage and community trust

Risk Mitigation and Compliance

WPV training helps businesses meet OSHA and other regulatory requirements, reducing the risk of fines and legal action. Proactively addressing workplace violence also demonstrates due diligence in protecting employees and shoppers, in turn protecting the company from liability, and potentially lowering workers’ compensation and liability insurance premiums.

Example: McDonald’s
After facing multiple lawsuits related to workplace violence, McDonald’s implemented safety training programs that significantly reduced compliance-related risks and improved operational security.

Projected Benefits to Our Business:

• Compliance with OSHA and industry safety standards
• Reduced legal exposure and liability risks
• Stronger defense in case of WPV-related lawsuits

Cost-Benefit Analysis

Estimated Costs

• Initial Training Investment: $10 per employee (includes online training only).
• Annual Refresher Courses: $10 per employee.
• Implementation Costs: Minimal administrative expenses for scheduling and tracking training completion.

Projected Savings and ROI

Incident Prevention

Preventing one major WPV incident per year can save between $250,000 and $1,000,000 in legal fees, medical expenses, and lost productivity.

• Example: A national grocery chain that implemented WPV training reduced violent incidents by 30%, leading to fewer lawsuits and security-related costs.

Turnover Reduction

A well-trained workforce that feels safe is less likely to leave. A 10% decrease in turnover can save the company $1 million annually in recruitment, hiring, and training costs.

• Example: A major fast-food chain saw a 15% improvement in employee retention after implementing comprehensive safety training, saving millions in rehiring costs.

Insurance Premium Reductions

Enhanced safety measures can lower insurance premiums by 5-10%, reducing annual costs for workers’ compensation and liability insurance.

• Example: A national retailer that prioritized workplace safety saw a 7% decrease in insurance premiums after implementing WPV training and security measures.

ROI Projection

• First-Year ROI: Preventing incidents and improving retention can result in a 400% return on investment within the first year.
• Long-Term Benefits: Over five years, the cumulative savings from reduced incidents, lower turnover, and insurance cost reductions could exceed $10 million, making WPV training a high-value investment.

Conclusion

The financial impact of workplace violence is far-reaching, affecting employee retention, legal costs, reputation, and customer satisfaction. Implementing workplace violence prevention training is a strategic and proactive investment that reduces these risks. It protects employees, enhances customer trust, and delivers measurable financial benefits. By equipping our staff with the skills to handle challenging situations, we can create a safer and more resilient work environment while reducing costs, improving workplace morale, safeguarding our reputation, and protecting our bottom line.