カスハラ、マニュアル策定求める　法整備で義務付けも―ＵＡゼンセン

　小売り・サービスなどの産業別労働組合ＵＡゼンセンは５日、客による従業員への迷惑行為「カスタマーハラスメント（カスハラ）」の調査分析結果を公表した。カスハラが従業員の精神状態に悪影響を及ぼしていると指摘。勤め先に対応マニュアルの策定を求め、政府にも企業に対策を義務付ける法整備を要請した。
　ＵＡゼンセンが小売り・サービス業に従事する組合員を対象に実施した調査（回答者約３万３０００人）によると、２年以内にカスハラ被害を受けた割合は４６．８％。最も印象に残る行為は「暴言」がトップ。「威嚇・脅迫」「繰り返しのクレーム」が続いた。
　被害を受けた後は「嫌な思いが続いた」との回答が半数に達し「心療内科などに行った」と回答した人も約１２０人いた。ストレスの状態を表す数値の平均値は、カスハラ経験がある従業員の方が明確に高かった。（2024/06/05-19:18）

UA Zensen, a federation of labor unions in the Japanese retail and service industries, Wednesday urged employers to create a manual of instructions to address the harassment of workers by customers.
   The group also called on the government to enact a law that would oblige companies to take measures to address customer harassment, saying such an act has a negative impact on the mental health of workers.
   A survey by UA Zensen of about 33,000 workers showed that 46.8 pct of respondents had experienced customer harassment in the past two years.
   Verbal abuse was cited most often as harassment that is difficult to forget, followed by threatening and repetitive complaints.
   As many as half of respondents said they had lingering negative feelings after they were harassed. About 120 respondents said that they had been to mental health clinics. Average stress levels were higher among those who had experienced harassment.