Tension and Intervention: Customers increasingly bristle against ongoing restrictions and mandates, leaving frontline employees at risk for pushback, harassment, and violence. Could trained bystanders' intervention diffuse the situation?

The article discusses the increased conflict and violence experienced by frontline employees in the retail sector and other businesses from irate or offensive customers and the use of intervention training a tool to prevent workplace violence. Retailers like Gap, Inc. and Sephora have launched an Inclusive Retail campaign aimed at providing tools to both employees and customers that ensure inclusion, safety and acceptance.