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
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50 Ways to Fight Bias: Sets of cards that are dedicated to helping you learn more about a specific type of bias
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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:
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De-Escalation Techniques in Retail: A toolkit of statements, scenarios, and phrases for if you need to de-escalate a racial bias situation
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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:
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The 5Ds of Bystander Intervention - Right To Be: Five ways to STEP UP when racial bias happens
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How to “CALL IN” rather than “call out”: Tips on when to call in and phrases to use
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How to have conversations with coworkers about race: A framework on how to have conversations at work about race
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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
