Responding vs Reacting

How to pause and respond without bias

When faced with stressful situations, our "fight or flight" instinct is triggered, and we often react quickly without thinking things through. This can result in us relying on our unconscious biases to inform decisions or make decisions that will cause a situation to escalate. 

Microlesson Description

This skill-building microlesson teaches employees and managers to slow down and respond to situations rather than react. Unfortunately, making reactive decisions is a cause of bias-based profiling. The video in this microlesson takes place in a retail setting. In the video, the sales associate is nervous about two potential customers and shows how the manager reacts to the situation.

This microlesson is part of Emtrain’s skill-building microlessons for retail. The microlesson teaches the skill of Deciding Together

Key Concepts

  • How unconscious bias can often influence our initial reaction and can escalate a situation. 
  • Best practices on how to respond rather than react to a situation by slowing down and taking a pause.
  • How employees should familiarize themselves with the company workplace policy and safety guidelines.

How to Use this Content

  • Downloadable skill-building activity sheet – Build Team Resilience by Responding Instead of Reacting upon lesson completion
  • During onboarding of a new sales associate or new manager
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Interested in training your employees with 3-5 minute video lessons that address specific and timely concepts?