Photo By Lynne Graves

Responding to Racism from Customers Training

Zoom (99 Pleasant Street, Northampton MA 01060)


This 4-hour training is designed to increase skills and tools to respectfully and effectively respond to bias and racism enacted by customers. We will identify strategies to promote a safe, equitable and supportive work environment which fosters open engagement and dialogue, treats all employees, supervisors, managers and persons served with dignity and respect, and does not tolerate harassment and discrimination of any kind.  Activities and exercises include:

  • Why doing nothing can hurt your business
  • Recognize and differentiate different forms of racism
  • Assess situational factors to determine appropriate responses
  • Use practical strategies for responding to racism from customers
  • Bring materials back to work to amplify diversity & inclusion
  • Template with specific steps for responding
  • Methods for de-escalating potentially harmful situations
  • Training, preparing and protecting your employees
  • Prevention strategies


Responding to Racism from Customers Trainings