R3

REDUCING ​RACIAL BIAS

​IN RETAIL



RELATE to BIPOC shoppers by putting yourself (or a loved one) in their shoes

RECOGNIZE what racial bias looks/sounds like

RESPOND when you see racial bias
     
STEP UP when you see racial bias happening
     
CALL IN those who have acted in a racially biased way...rather than calling them out
     
LOOP BACK at a later time to ensure that racial bias doesn’t happen again 

EXCELLENT CUSTOMER SERVICE IN RETAIL:

Fighting Bias on the Front Lines: Article from the Harvard Business Review about racial bias in customer service, and ways to address it

8 Tips for Providing Excellent Customer Service: Article from Forbes with ways to best serve customers and their needs


 

ADDRESSING BIAS:
 

In-Group Bias: Explanation, examples, and ways you can address your own in-group biases

50 Ways to Fight Bias: Sets of cards that are dedicated to helping you learn more about a specific type of bias

How to Outsmart Your Own Unconscious Bias | Valerie Alexander | TEDxPasadena: A TedTalk that gives an overview of unconscious bias, as well as ways to address your own unconscious bias

CONFLICT MANAGEMENT  & DE-ESCALATION TECHNIQUES:

De-Escalation Techniques in Retail: A toolkit of statements, scenarios, and phrases for if you need to de-escalate a racial bias situation

How to De-escalate Tense Situations: Tips for retailers: Suggestions from the National Retail Federation on how to handle difficult customers

 

De-Escalation Tips: Tools on handling difficult situations as a retail employee

RESPONDING TO RACIAL BIAS:

The 5Ds of Bystander Intervention - Right To Be: Five ways to STEP UP when racial bias happens

How to “CALL IN” rather than “call out”: Tips on when to call in and phrases to use

How to have conversations with coworkers about race: A framework on how to have conversations at work about race

Being Antiracist | National Museum of African American History and Culture: An in-depth explanation of the multiple types of racism and ways to reframe our thinking

R3 Resources