Scenarios, Final Assessment & Commitment
Put the Standard into Practice
Use judgement, professionalism and the correct reporting route in real situations.
Scenario: abusive supporter+
A supporter directs homophobic abuse at another customer. Treat the behaviour as an incident, protect safety, report/escalate and record the facts under the venue procedure.
Scenario: colleague joke+
A colleague repeatedly makes transphobic jokes after being asked to stop. Do not dismiss it as banter. Challenge safely where appropriate and report the conduct.
Scenario: wrong assumption+
You incorrectly assume somebody’s relationship or form of address. Correct yourself, continue respectfully and do not make the interaction about your embarrassment.
Scenario: sensitive disclosure+
A customer discloses personal information while asking for help. Focus on the assistance they need and do not share private details unnecessarily.
Knowledge check
A person is breaching venue rules and also tells you they are LGBTQIA+. What should determine your action?
Knowledge check
Which response best reflects Controlled Space standards when you hear discriminatory language from a colleague?
Knowledge check
What is the correct approach to sensitive information about someone's sexual orientation or gender identity?
By completing this course you confirm that you understand the expectation to treat colleagues, customers and the public with dignity; make operational decisions without prejudice; protect privacy; and report discrimination, harassment, safeguarding concerns and targeted abuse through the correct route.
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