Objective

In this lesson you will learn how to respond quickly to harassment during customer interactions. The goal is to protect safety, preserve dignity, and set a safe path for follow up.

Safety first: If there is imminent danger, remove yourself and others from harm. Call for help from a supervisor or security as required by policy. Keep your voice calm and controlled to avoid escalating tension.

Immediate separation: Politely reduce contact and create space. Use simple, non confrontational language such as, "Let’s take a moment and step back from this conversation." Do not argue or assign blame in this moment.

1. Assess risk: determine if anyone is at risk, if weapons or threats are present, and whether the incident is ongoing.
2. Create space: move to a safer, more neutral area if possible.
3. Notify the appropriate supervisor or security team as defined by policy.
4. Document basic facts: who is involved, what happened, when and where it occurred, and observable actions.
5. Support the immediate target by offering space and resources and plan next steps.

Note: Detailed documentation will be developed in later steps; for now focus on factual, non-judgmental notes to support the incident record.