What you should come away with: the ability to apply everything above to three situations that happen in ordinary workplaces.
Work through what you would actually say and do, step by step, before reading what each situation turns on. With other people, run them in pairs, twice with roles swapped, and talk it through afterward. Security guards should also work the situations on a post, which turn on authority questions these three deliberately avoid.
Situation: six in the morning. You are opening up, and someone is asleep in the recessed doorway with a cart of belongings. Staff arrive in forty minutes; customers an hour after that.
What it turns on: waking someone safely (3.1–3.2), not touching belongings (2.4, 3.4), where your property actually ends (2.2), and whether you offered a referral at all (5.1–5.3).
Situation: someone has been sitting inside for two hours. They are not bothering anyone. When you ask them to leave they decline and tell you they have nowhere to go. Your manager is watching and wants this over with, and two customers are watching too.
What it turns on: what your options actually are when a lawful request is refused (2.3), managing your manager's expectation without escalating on the floor, disengagement (3.3), and writing it down afterward (5.4).
Situation: someone is pacing and shouting at no one near the entrance. They appear to be responding to something you cannot hear. They have not approached anybody.
What it turns on: describing behavior rather than diagnosing it (4.1), distance and your own safety (4.4), and choosing 988 versus 911 versus an outreach team versus nobody — and being able to say why (4.5).
