Why It Truly Matters

Not long ago, a decision came out of the UWV (Dutch Employee Insurance Agency) in response to a request for transparency: “Where is the handbook that explains how to handle aggression or serious misconduct in the workplace?”

The answer: “There isn’t one. Every case is unique.”

And that’s true. There is no neat manual with checkboxes. Yet this leaves a gap, because employers crave clarity, and employees crave safety.

The Numbers That Grab Headlines

• Around 1 in 5 employees in the Netherlands experiences aggression or intimidation during their career.
• In small businesses (fewer than 50 employees), the impact is sharper because there’s no formal HR structure to lean on.
• The estimated cost of workplace aggression in the Netherlands runs into the hundreds of millions of euros each year, through absenteeism, staff turnover, and reputational damage.

These numbers are powerful. They create clicks and headlines. But let’s be honest: numbers don’t change behavior.

The Human Side Behind the Numbers

Think of a small bakery, a hair salon, a transport company. The owner isn’t thinking in statistics. They’re asking: “What do I do if my employee gets shouted at by a customer? Or worse, if my employee lashes out?”

And here’s where UWV’s answer, “It depends on the situation”, is both true and frustrating. Every case is different, yes. But that doesn’t mean you’re powerless as a business owner.

What Employers Can Do

You don’t need a giant policy binder. Start small. Start human. Three steps make a difference:

1. Be clear upfront
   • Put respectful behavior into writing, in contracts or a staff handbook.
   • Spell out what happens if boundaries are crossed: a talk, a warning, maybe termination.
2. During an incident
   • Make sure employees know who they can turn to, you, a manager, or a trusted colleague.
   • Take every report seriously, even if it seems minor.
3. After an incident
   • Offer support, sometimes that’s listening, sometimes it’s professional help.
   • Write down what happened. Not to punish, but to learn and prevent repetition.

The Mirror for Entrepreneurs

Small business owners often think: “That won’t happen here. We’re too small.”

But here’s the reality: in a team of five, if one person goes on sick leave from stress, you just lost 20% of your workforce.

And for employees, the stakes are even clearer: safety isn’t a luxury, it’s the foundation that allows them to show up and give their best.

Why It Truly Matters

• For employers: it’s about continuity. One disruption can tip the whole balance.
• For employees: it’s about dignity. No one should be afraid to show up at work.
• For society: it’s about trust. Small businesses are the backbone of our economy, but only if they remain places where people feel safe.

My Advice

Don’t see aggression as a legal headache or an HR checkbox. See it as a test of your culture. You don’t need perfection, you need clarity.

It starts with words: “We don’t tolerate disrespect here.”

It continues with action: listen, record, intervene when needed.

Because policies matter. But behavior, what we do every day, is what shapes the workplace.
SOURCE : Woo-besluit inzake handleiding agressiemeldingen ERD werkgevers  WOO 2025050