Train to respond

Training helps staff respond with confidence, support people effectively and take the right action.

Train staff to respond with confidence

Training helps staff respond with confidence, support people effectively and take the right action. A calm, supportive response can make a big difference. Listen, take concerns seriously and work with the person to help them feel safe.

Make it clear that staff safety is just as important as customer safety. Encourage staff to support anyone who reports a concern.

Provide relevant training, such as:

• Active Bystander training
• Sexual harassment and sexual violence awareness training
• Ask for Angela training
• Spiking awareness training, where relevant

How to respond if someone says they don't feel safe

Step 1: Take action

Move the person to a safe and private space. Take their concerns seriously.
Stay calm and reassuring.

Step 2: Inform others

Tell a manager or supervisor. Discreetly make relevant staff aware of the situation. Inform door staff if your venue has them. Consider using a code word or radio message to communicate discreetly.

Step 3: Listen and support

Give the person time to explain what has happened. Follow the CARE approach.

• Consider – observe the situation. Think about who is involved and whether anyone is at immediate risk.
• Actively listen – listen carefully. Give the person time to speak. Avoid interrupting.
• Risk assess – consider the safety of everyone involved. Decide whether emergency services or other support may be needed. 
• Explain and evaluate – explain the options and support available. Agree on the next steps with the person. Complete an incident report if needed.

Do not question or dismiss someone's experience. Do not blame the person reporting the incident. Do not make excuses for the behaviour of others.

Avoid comments such as, 'Are you sure that happened?' or 'I think you've had too much to drink.'

Step 4: Support their decision

Let the person decide whether they want to stay or leave.

If they want to stay, agree a plan with them. Work with managers and staff to help them feel safe.

If they want to leave, do not let them leave alone if they need support. Help them get home safely. Offer practical help, such as booking a taxi or directing them to a taxi rank. You can also signpost to local support services.

Be an Active Bystander

Active Bystander training gives staff the skills and confidence to challenge inappropriate behaviour safely. The training covers the 5 Ds:

• Direct – address the behaviour.
• Distract – interrupt the situation.
• Delegate – ask someone else for help.
• Delay – check in with the person afterwards.
• Document – record what happened when it is safe to do so.

To find out more about Active Bystander training, please email communitysafety@liverpool.gov.uk.