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Gap Inc. Crisis Communications Plan
GCCP
By Keisha Louis
Contents
GAP INC.

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Introduction
Acknowledgments
Corporate Statment to Associates
Purpose
Nine top Objectives
Crisis Inventory Graph
Warning Signs of Possible Crisis
Emergency Contacts
The Media Spokesperson
Methods of Communication
List of Key Corporate Leader’s From Gap Inc. Brands
Interview Tips For All Spokespersons
Sample Media Contact Information Log
Questions to prepare For media Preparation
Key Messages
Follow-up Plan after Crisis
Pre-gathered Information
Employee Relations
Glossary
URLS about violence in the work place, work related injuries, and addressing related concerns
Introduction
GAP INC.

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There is always a possibility for violence to occur in any facility, therefore, as a part of our
corporation’s Corporate Social Responsibility, it is appropriate to prepare to take proper action in any
incident regarding customers, employee, and management. As a corporation who values both
employees and consumers, safety in the work-place for all is of our top priorities. Gap Inc. operates
through unity and customer loyalty, therefore we operate as one unit making social and environmental
difference through every aspect of business. Providing shoppers with quality merchandise,
phenomenal customer service, and a family oriented shopping environment has shaped Gap Inc’s
reputation.We must continue to provide business where people are safe and valued.
What Could Happen if The Plan is not Followed
If this crisis plan is not followed, in the event of a physical and or verbal incident on the premises of
Gap Inc stores, the company’s customers, employees, and reputation could be at risk. In order to
avoid any law suite, terminations, and possible loss of business, this plan must be followed extremely
close. The safety and well-being of our associates and customers is always a top priority and any time
that an incident is documented it is taken seriously.So, we must continue to provide all of the above.
Has a Crisis Happened Like such happened at any Gap and sister brand stores?
Recently there has been documentations of verbal altercations taken place at a few store locations, but
nothing escalating to anything physical. The safety and well-being of our associates and customers is
always a top priority and any time that an incident is documented, it is taken extremely seriously.
There’s a risk for any type of altercation in every business institution. However, being prepared the
unexpected will help Gap Inc. remain a crisis free company.
Has a crisis happened to any other department store?
Yes, in early 2015 San Diego’s News 10; an ABC affiliate reported that a mother filed for a law suit
against Walmart claiming that an incident between security personnel and her son resulted in the her
son’s death. The cause of death turned out to be other factors, along with evidence of struggle with the
security personnel. The cause of death could have been anything, yet Walmart had taken immediate
action and terminated the security personnel. This crisis is an example of how incidents can result in
something unpredictable such as death, therefore the plan is vital in its message and understanding the
importance of the safety and well-being of all parties involved in Gap brands and its reputation.
Acknowledgements
COMPANY NAME

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For Individuals signing below, it is confirmed that you have agreed to and understand the
terms written in this crisis communications plan, and vow to put into place if any scenario mentioned
in this document were to take place.
Art Peck Jill Stanton
Chief Executive Officer, Gap Inc. EVP Global Product, Old Navy
Jyothi Rao Andi Owen
President / General Manager, Intermix. Global President, Banana Republic
Sabrina Simmons
EVP and chief, Gap Inc.
Corporate Statment to Associates

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Surrounding the retail industry are tons of crisis scenarios hiding under the surfaces of the
smallest incidents that could draw the attention of the media and cause devastation to a company’s
reputation. Monitoring social trends and consumer behavior helps identify the possibilities of any
incident waiting to happen, assisting our corporation with efficient preparation.Customer service is
stressed to assure that customers are provided with an exceptional shopping experience, which
requires associates to assist customers with sales floor needs and other needs to the best of their
knowledge. Both associate and customers play a vital part in the operation of our company. The
customer isn’t always right and associates aren’t always responsible for every situation, but we must
make ethical decisions that will result in the least amount of baggage leading to an enflamed crisis,
resulting in a damage to the company’s reputation. Because of our exceptional customer services and
quality products, internal and external factors could cause conflict to occur at anytime. Whether it be
customer to associate, associate to associate, customer to management etc, it is very important in the
event of any situation where employees are faced with dealing with the media that they are properly
trained and as a corporation that we act with a sense of urgency and efficiently.
Gap Inc. has devoted over fifty years providing exclusive customer services to millions of
families world wide, and we must do everything in our power to maintain a strong relationship with
our customers, and continue to value all associates who upholds our brand’s foundation. In advance
we thank all associates for abiding by regulations that are in place to protect all. Because of hard work
and dedication a safe shopping atmosphere is provided for all families, our vision continues to thrive,
and the Gap brand continues to survive. Our associates set the foundation for customer loyalty,
therefore it is vital that all associates notify service leaders, Loss Prevention agents, and management
of any suspicious activities, and report any physical and or verbal incidents immediately.
Management is to take immediate action in order to prevent further escalation that could result in
damaging the company’s reputation.
If this plan is not followed in the event of a crisis, there’s a risk of loss employment, company
reputation, and customer loyalty, which all could result to devastating loss in business.We must keep
in mind that safety, trust, and reliability are important for all and we must trust that all employees and
LP agents continue to abide by the rules and regulations in place.

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Resources are available to employees in wake of any incident regarding the workplace,
therefore it is vital that all associates are informed about all related options if any physical or verbal
incident were to occur so that we are able to maneuver in an orderly fashion. This ensures that Gap
staff members are protected, and proper action is taken to avoid escalation.
Purposes
In the event of a physical and or verbal incident on the premises of Gap and sister brand stores, we
must take appropriate and immediate action. In the presence of media personnel, we must be as
transparent and informing as possible. We should inform publics about appropriate measures taken
towards situation. This will eliminate any misunderstandings or questions roaming among critics.
In the event of any of the following incident scenarios: customer vs customer, customer vs
associate, associate v.s associate, associate v.s management, and management vs customer, we expect
for proper personnels to take immediate action in any mentioned scenario. This crisis plan is expected
to be carried out with the cooperation of all Gap staff members nation and world wide to the best of
their ability. If the situation escalates after options have failed, management is advised to make
appropriate decisions immediately in order to solve the issue and maintain a safe work environment
for the well-being of all. It is important that management and associate cooperate and approach the
situation with a sense of urgency, be transparent, and remain clam, which if needed will enable Gap
Corporation to respond to the media in order to preserve our reputation in a respectful manner.
Nine Top Objectives
Gap will do everything in its power to:
1.) Implement this crisis plan in order to restore organization in the mist of an escalated incident on
Gap premises with a sense of urgency by containing the issue or situation to assure safety for the well-
being of all.
2.) Immediately contact appropriate corporate officials corporate and notify them of the situation and
issue during and after while being as transparent as possible.
3.) Keep detailed records of verbal and non-verbal incidents and make take proper action against all
individuals.

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4.) Contact appropriate personnels as needed. These organizations involve; local police departments,
fire department, paramedics, security, and media.
5.) Be transparent with media and public while keeping them informed through social media sites, as
well as other written material such as press release.
6.) Implement changes as soon as possible.
7.) Schedule mandatory store meetings as a reminder to discuss the do’s and don’t of the occurring
situation, what has happened , and to answer any questions. Follow up with details of meetings with
appropriate corporate representative.
8.) Reframe from escalating the situation at hand.
9.) Continue to conduct business in a calm manner.
Crisis Inventory Graph
The following chart demonstrates the possibility and damage that could occur as a result of different
scenarios that our corporation could possibly face. This plan was created to inform the staff members
of Gap brands of these possibilities, in case one of these incidents were to occur.

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Waring Signs of possible crises
Customer v.s Customer
• Incidents regarding customers can escalate fast, whether it be verbal or physical its important that
actions be taken immediately to assure the safety of all on Gap premisses. Arguments could
possibly be due to small internal factors such as claiming merchandise or unintentional bumping
into one another causing confrontation.
• To protect associates and shoppers in store, management must act accordingly and with a sense of
urgency to assure safety and well-being of all. Appropriate actions may result in asking customers
to leave premisses, as well as contacting law enforcement to do so. In a scenario where customers
are having an altercation after management has taken appropriate actions, incidents should be
documented and reported to corporate. This will lower the risk of the company being sued, due to
any possible injuries that could happen in store at our premisses.
• In an event where a customer should need medical assistance in-store, associates should do the
following:
• Remain calm
• Call emergency contact numbers embedded into this crisis plan
0
25
50
75
100
125
customer v.s customer cutomer v.s associate associate v.s management store v.s Intruder.
possiblitlty damage

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• Leaders place a curtesy call to customer service
• Refer to Customer Relations, If needed
Customer v.s Associate
• Incidents regarding customers and associate must be taken seriously, and immediately acted upon
due to the possibility of an incident escalating, resulting in possible physical harm to either party.
The safety of all is one of our top priorities. Miscommunication, pricing, and other external factors
between customers and associates could cause verbal and non verbal incidents to take place and the
possibility of threats to be made. To avoid confrontation between associate and customer,
associates and management must communicate properly and effectively. Associates should follow
appropriate procedures and inform management of any verbal situation where verbal abuse such as
swear words, and or threats have been used. Management is expected to act immediately and
effectively in proper gesture and tone.
• When theft occurs LP (Loss Prevention) agent must be notified of theft. It is not the responsibility
of the sales Associate to run after thief once the person has left the store, associates must locate
store LP agent immediately and report missing merchandise if able. If able to collect any
merchandise left behind, associate should retrieve it and give it to available agent, or manager.
To avoid any potential confrontation or incident with customers, Gap expects all employees to be
familiar with the following guidelines to ensure that all customers get the courtesy and service they
deserve in a professional manor.
1.) In the fitting rooms: Offer consistent service to every customers
• Follow up with every customer in fitting room.
• Consistently greet all customers before assigning proper fitting room. Greeting all customers
demonstrates great customer service creating a pleasant and safe shopping experience.
• Fitting room associate should keep count of merchandise as customers are checking in and exiting
the fitting rooms. This will help decrease the opportunity for theft, and it will also make sure that
no personal items belonging to customers are left behind.
2.) On the Sales floor: Focus on The Customer
• I am approachable-Its important for all Gap associates to be accessible and consistent with not
only the customer, but with each other. Whether as a team or individually, servicing multiple
customers through effective communication, and going above and beyond is advised and greatly
appreciated. Therefore, it is important that every associate demonstrates proper product knowledge
in order to assist all customers. If an associate is unable to assist the customer, then it is advised
that he or she asks another associate, manager, or sales leader for assistance.

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• Remember that customers are our number-one priority.
• Engage in genuine conversations.
• Offer service and invite customers to ask any question that they may have about prices and or
merchandise.
I am Urgent
• Respecting people’s time shows that we are considerate of our customers and value their personal
schedules. Quickly and efficiently balancing the needs of customers and team members creates a
safe and productive atmosphere.
Management plays a key role in assisting associates with handling workplace conflict. It is essential
for both associates and management to have a through understanding of our Business code of conduct.
The COBC are guidelines in place to assist employees and management with making proper
judgment in any given situation. The code does not provide specific advice for every situation, but
most problems can be avoided by referring to the guidelines and policies that the code entails. During
a conflict or misunderstanding, employees should ask themselves the following:
1.) Will this decision negatively impact our company’s image
2.) Could this be potentially be reported in the media
3.) Will this risk losing my job
5.) Am I authorized to do this
Associate v.s Management
• Disagreements amongst associates and management are common, and should be addressed in a
sensitive manner in order to maintain a work environment that is productive and safe. Incidents
regarding an associate and manager often times are a result of conflicting schedule arrangements,
work related frustrations, and external personal life factors. Immediate action is to be taken by
management which my involve mediation, police intervention, and possible the termination of
both parties. Management should document any incident and or communication disagreement with
associates. Associates are advised to contact Global Integrity via email at
global_integrity@gap.com, or 866-427-2633 to discuss any situations or concerns with
management. Gap values honesty, unity, and fairness, so we must continue to create an atmosphere
that demonstrates such.
Store v.s Intruder
• Theft is defiantly a common shrinkage factor in any department store, and has a domino impact on
store sales and employee rate. In cases of an intruder safety for both customers and associates is top
priority. At Gap Inc. we will allow all associates to carry phone device on sales floor for sales
purposes and in case of an emergency like such. Management must make sure that all associates

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have proper training and knowledge to know what to do in an event of a store intruder, to lower the
risk of any fatalities. Employees must know how to cooperate with intruder to prevent harm to
themselves and customers. Media will be notified of any situation of such, and informed of any
changes such as conditions of customers and or associates’ in cases one or the other is harmed.
Management is responsible for making appropriate phone calls to media and or police personnels.
• Incase of an intruder it is very important for employees to help customers remain calm, as well as
themselves.
• Employees, management, and customers are to cooperate with intruder to the best of their ability.
• Employees and customers are to hide in stores back hallway for protection or nearest restroom.
Door should be locked, until it is safe to proceed. This is important for management to have their
phones on them at all times in order to call emergency personnel during crisis like such.
Emergency contacts
Every General Manager should have an emergency contact list posted in their office, as well
as employee break-room. This goes for all department stores of Gap Inc. The contact list includes the
nearest police department, fire station, medical center, and of course corporate media relations office
number. Every number will be different for every store, but the corporate number and employee
injury number (SEDGWICK) is the same. When contacting corporate it is extremely important that
every store has as much detail about the incident that has taken or is taking place. Management is to
report as much information as possible, and be able to provide the correct store number. Property
damage should be reported to Loss Prevention Management, following an incident report. If any
person is injured, it is important for management to contact proper emergency departments, then
follow up with a phone call to corporate. If the media is involved covering any situation, it is advised
that corporate is contacted immediately by the general manager. All information will be documented
using the below media contact list located under media contact log.
In case of an event of an evacuation all associates and management should do the following:
• Inform customers and employees to exit building
• Check fitting room, backrooms, and restroom; as assigned by a leader
• Secure all doors as you exit.
• Go directly to the rendezvous point designated by manager
The following phone numbers for emergency use and or work-place concerns:
24 /7 work Injury Number Customer Relations
(887) 764-3574 (800) GAP-STYLE

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(888) BR-STYLE
(877) 3ATHLETA
800) OLD-NAVY
Employee Relations Global Integrity Hotline
866-427-2633 global_integrity@gap.com,
866-427-2633
Sedgwick
1-800-427-9680 Occupational Safety and Health Administration U.S
Department of Labor (OSHA)
1-800-321-6742
Property Damage
(800) 241-2626 press option 2
Corporate Media Relations Office
Andrewh@whistleblower.org
Loss Prevention Contact Line
1(888)609-5877
The Media Spokes Person
If the media is present in incidents regarding the mentioned individuals, our key spokes
person should be an individual who acknowledges the importance of our company’s
reputation, and the importance of the well-being of all. The key spokes person should be of
corporate leadership, currently the Chief Executive of Gap and sister brands (Old Navy,
Banana, Athleta,ect ). The Chief Executive of each brand should be accompanied by two
other spokes persons as a means of back up if he or she is unavailable for comment. These
three to four individuals should be trained to be effective in communicating verbal and non-
verbal with public as well as shareholders. Once a spokesperson is selected for the particular
crisis and /or audience, it is important to provide briefing to prepare for possible media
conference.Expectations and responsibilities of the spokesperson are as followed:
• Must be familiar with external and internal positions
• Must be media trained and cooperative.
• Know that transparency is vital, which will include knowledge of any incident reports prior
to incident whereas media may contact individual via email, press conference, and /or
phone.

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• Must demonstrate the ability to communicate effectively and clearly with public, media
outlets, and shareholders.
• Must be able to appear to sympathetic and show concerned about throughout crisis verbal
and nonverbally.
• Must be prepared at all times
Methods Of Communication
In the event of a crisis the selected publics should be contacted in the following manners indicated in
the chart below.
Public Telephone Email Fax Bulletin in Person New
Release
Letter
Executives yes yes Yes no no
Employees yes yes
Community
Leaders
yes yes
Suppliers yes yes
Meeting

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Here is a list of all keycorporate
leader’s from all Gap Inc brands
Art Peck Jyothi Rao Jill Stanton
Chief Executive Officer President / General Manager EVP Global Product
Gap Inc. Intermix Old Navy
Andi Owen Sabrina Simmons
EVP and chief Global President
Gap Inc. Banana Republic
NOTE: Selected executives above are current and should be updated according to
changes in corporateleadership roles, for the future reference of this crisis plan. The
objective for these executives is to effectively communicate with a variety of publics to
ensure that if a crisis occurs, it is handled immediately. Due job obligations, the
selected individual will not always be at their office, but can be reached in the manner
indicated in the above chart.

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Interview Tips for All Spokes persons
• Never say no comment.
• Keep in mind that bodylanguage speaks for itself. So it is important to pay attention
to the verbal and non-verbal.
• If more than one personis scheduled to speak, we will be sure to prepare appropriate
people with proper questions.
• Set up a mock press conference in order for spokes personto be comfortable and
prepared for the task when journalist present questions pertaining to situation. Have
experts present to ask trick questions.
• Be honest about the topic of discussion.
• Remember to relax, stay calm and answer questions with confidence.
• Focus on three key messages, one being the safety and well-being of all and
communicate them clearly and effectively.
• Inform public of the when, where, how, why and what has happened and how we
plan on proceeding at store and corporatelevel.
• Be aware of questions, comments, and related issues that may be brought up during
the interview.
• Always follow-up with reporters about unknown answers to questions. NEVER
SAY NO COMMENT. Instead, say something like “Thank you for asking that, at
the time we do not have that information, but if you would email me I will try to find
out that information for you.”
• Meet with media relations coachprior to press conference.
• Respectjournalist, face them while speaking, as well as give them time ahead of the
conference to prepare.
• NO Jargon needs to be used.
• If needed, take the time to write down questions that you do not know. It shows that
their questions are important, and you take them seriously.
• Avoid using or repeating negative langue that can be used against you in your
response
Sample Media ContactInformation Log

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The Media contact Information Log will be used for both corporateand local
Gap stores in order to keep information accurate, confidential and for the use of our
own records pertaining to incidents as and media information. The information log will
help keep track of the information that is told, as well as a toolused to follow-up with
the media on incidents. This will also be helpful for employees as well when faced with
media.
Questions to prepare for media preparation
Reporters ask general questions that involve the who, what, when where and how, but they will also
ask trick questions as well. Here’s a list of types of questions that reporters may ask during conference
that include the typical, and trick ones that may catch you off guard.
Questions and answers are as followed:
1. What is your personal opinion about the situation ?
• At this time our main concern is the safety and condition of the individual, whereas the customer’s
safety is one of our top concerns.
2.) Are you able and willing to pay the coasts associated with insurance of those harmed?
• At this time the condition of the [customer/employee] is unknown. Safety is of our most top
priorities, and so is the condition of the individual. I will not make claims of coving the medical
cost’s of the injured individual, but their condition is more of a priority at this time.”
3.) Isn’t it true that Gap pays their employees minimum wage?
• “ False, We at Gap Inc. are an equal opportunity employer that believes in treating their customer’s
and employees with quality. We are actually one of the first employers to raise the minimum wage
limit at 10 an hour.”
4.) Is it true that Gap has laid off more than any other retail employer ?
• Again Gap is an equal opportunity employer where all employees have room for growth as our
business continues to expand.
5.) What are you job responsibilities?
6.) Where did it happen?

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• The incident happened at our sister brand store Old Navy and at this time we do not have all of the
information whereas we are carefully investigating the incident. Our customers are one of our top
priorities, and we appreciate their loyalty, as we get to the bottom of this matter.
7.) Who is in charge?
• The incident is currently under investigation, and I currently have no additional information at this
time. Please do follow up via email.
8.) What response have you received ?
• At this time there is no information as we are investigating the incident. I assure all that we will get
to the bottom of this matter.
9.) What are you doing to now to recover from this situation ?
• We are currently reviewing the matter at hand and are using it better our company and its safety
percussion. We would like to thank our customers and employees for continuing to believe in our
brand.
10.) How are those who were harmed getting help?
• The individuals involved in this incident are currently being examined at a local hospital, there is
no information about their current condition. We send our deepest sympathy to their families, as we
get to the bottom of this matter.
11.) Is there any investigations being done to eliminate risks such as possible law suite ?
Yes, there is currently an investigation at hand. We are taking a close look at what has happened and
we would like to say that our customers is our main priority so, we will be getting to the bottom of
this.
12.)Is Gap liable for any medical financial back lash of customer or employees ?
• We have a link on Gap’s website for any situation concerning compensation for employees and
work-place incidents. You are welcome to that information.
13.) Is the situation under control? if so, how certain are you about the situation being under control ?
• The situation is currently under control and we ask for patients as we continue with our
investigation as we will be getting to the bottom of this matter.
14.) What are you advising employees to do during this time and or next time this event just so
happens again ?
15. How bad is the situation?
• The situation is under investigation, we do not have all of the facts but we will be sure to update
you in further detail once we have everything.
Key Messages
As a corporation that values both employees and customers, the safety and well-being of all is
of our top priorities. Gap Inc. is currently one of the top leading brands world-wide, therefore it is our
duty to provide a safe working and shopping environment for our employees and customers. Assuring
the public that we are taking immediate action in order to get to the bottom of an escalated incident on
Gap premisses, and reach a conclusion. The public should be aware of the policies in place that are to

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protect both customers and employees. Our primary concern is for those physically impacted during
the discussed incidents in this crisis plan. We must also assure the public that we are taking a careful
look into facts and evidence that shape our investigation in order to come to a proper conclusion, and
action against individuals involved on the behalf of Gap’s brand, customer, and associate safety. If
any criminal charges are filed during crisis, this information is to be publicly shared. As a means of
transparency it is appropriate that all employee policies related to incidents are explained as detailed
as possible by the chosen spokesperson’s. This honors the company’s credibility, and truth with the
media and public, informing customers and employees that we take careful precautions, and have
policy’s in place to protect both parties.The following key messages should be discussed in detail for
each scenario:
1.) The safety and well-being of customers and employees are at the very top of our list of priorities.
At Gap we operate as one unit therefore, it is extremely important that we take hied to their safety
first before anything else.
2.) Discus the who, what, when, and where the event has taken place give only known details. Follow
up with a big question along with key message “I’m not sure bout that but I will get back to you on
that.” Assure the public that we are continuing to keep in contact with any individual harmed in any
of the incidents discussed above, and we are sorry that the incident has happened.
3.) We are doing all that we can to get to the bottom of things.
4.) Remind public that we will immediately update them on new information via web and news.
1. Customer vs customer Incident Key Message
As a contributor to the success of Gap Inc. the safety of our customers and employees is first
of all priorities. By providing a safe and friendly shopping environment, we take safety measures very
seriously.
2.) Associate vs Customer
As a contributor to the success of Gap Inc. the safety of our customers and employees is first
of all priorities. By maintaining a safe and friendly shopping environment, we take safety very
seriously.
3.) Associate vs Management
As a contributor to the success of Gap Inc. the safety of our customers and employees is first
of all priorities. By maintaining a safe and friendly shopping environment, we take safety very
seriously. Management as a first defense to the safety of the functioning of our workplace, they are
trained on all procedures.

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4.) Store vs Intruder
As a contributor to the success of Gap Inc. the safety of our customers and employees is first of
all priorities. By maintaining a safe and friendly shopping environment, we take safety very seriously.
Management as a first defense to the safety of the functioning of our workplace, they are trained on
all procedures.
Follow up Plan after crisis
The following information regarding the post crisis should be reviewed carefully to protect the
corporations reputation, and our employees. This process will assure the public that we are trust
worthy, and are still the elevated brand that they have known and respected.
• Did the chosen spokesperson communicate the discussed key messages effectively ?
• Did we follow up with the media in a timely fashion.
• Appointed official / officials stay in touch with individuals who sought medical attention during
?crisis, and continue to do so if necessary ?
• Were all facts documented as stated ?
• After reflecting on crisis, what can be done better ?
Pre-gathered Information
History of The Company
In San Fransisco California, 1969, founders Doris and Don fisher decided to open up the very first
Gap location.After Mr.Fisher not being able to find a pair of jeans that fit. The couples plan for their
brand was to target ages between twelve and twenty-two, until an astonishing growth in popularity of
their jeans appealed to demographics nationally and eventually world-wide. The brand was born, and
because their product appealed to two separate generations, Mrs. Fisher decided to call their company
The Gap, bridging what is known as the silent and Baby Boomer’s generation together. Seven years
later, the company had a total of 400 stores across the nation. Years later, the company bought what is
now Banana Republic, and opened a chain of Old Navy locations, which would become the first
retailer to earn $1billion dollars in less than four years.Today, Gap is one of the world’s most
profiting retailer, with a gross worth of about $18 billion.

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Generic Press Releaseforcustomer v.s Assoc. Incident:
Gap Inc. Moving Quickly to Address CustomerIncident
SAN FRANCISCO, C.A- [{Date]A customer was involved in a [type of incident]
today at approximately (time if known) at our sister brand [store name], in [name of
town or town]. The incident is believed to have been caused by a misunderstanding
between a [name of store] associate and a customer.
The conflict resulted in an argument, which then turned physical. The
[associate/customer] involved was taken to [name of hospital] for evaluation. No other
individuals were harmed.[city/town/state] officials are currently investigating and are
asking for key witnesses to come forward with information.
“ We are cooperating with investigators to ensure that the cause of this incident is
defined. We extend our deepest sympathy to the [customer/associate] injured and to
those people and employees who share this tragic event. While we continue to move
quickly to identify the nature and cause of this incident, we want our customers and
employees to know that we value their and support more than anything,” says [ selected
spokespersonand their title].
At this stage there is no information as to how this incident unfolded. Gap insists on
following up with further detail as the investigation takes its course. For individuals
with information or concern about this tragedy, contact[ name of official, best way to
contact person].
Gap Inc. is a leading global retailer offering clothing, accessories, and personal care products for men,
women, and children under the Gap, Banana Republic, Old Navy, Athleta, and Intermix brands. Fiscal
year 2014 net sales were $16.4 billion. Gap Inc. products are available for purchase in more than 90
countries worldwide through about 3,300 company-operated stores, over 400 franchise stores, and e-
commerce sites. For more information, please visit www.Gap inc.com.
###
Employee Relations

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• Gap Inc is an equal opportunity employer that values diversity and is inspired to do more than sell
clothes. As an employer we are committed to providing a workplace that is free from harassment or
discrimination. Our Zero Means Zero employment policy ensures all Gap employees are able to
work in an environment that is safe and fair.
• Gap is recognized as being one of the first retailers to raise its minimum employee wage to 10 an
hour prior to 2015.
• Gap provides its employees with an opportunity to advance in pay once a year during the
evaluation period held in the month of July.
• United States full and part-time employees are eligible for the following benefits:
- Gap 401(k) Plan
-Local and state Health care ordinance ( available for employees in the city San Fransisco and
state of Massachusetts)
- Employee discounts at all sister brand stores ( visit portal.gap.com for more details)
- Phone carrier discounts with Sprint, Verizon Wireless, and T-mobile providers.
- Select Apple Product discounts.
- San Fransisco Part-time, full-time, and seasonal employees are eligible for PTO (paid time off)
Glossary of GCCP
Associate-Gap employee who’s responsible for going above and beyond the needs of customers and is
able to operate as one unit with other store employees.
Code of Business Conduct (COBC)-Guide to assist employees and management with doing what’s
right
Customer-A person or institution that buys products, as 2123 Gap stores offers its services.
Employee Relations-Reliable assistance that provides guidelines contributing to healthy
communication, productivity, and conflict resolution between employees and management.
General Manager (GM)-an executive that is responsible for managing and leading the company’s
employees and making revenue decisions.
Intruder - Any person with intentions of causing harm to others or engaging in illegal activity on Gap
Inc. premisses.

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Loss Prevention Agent (LP)-Undercover agent who is responsible for protecting the assets of the
company and ensuring a safe environment for employees and customers.It is also the agents duty to
Identify employee theft and assist with internal investigations at the direction of District Loss
Prevention Manager and or Regional Loss Prevention Manager.
Management-A group of leaders who has the authority to make sound business decisions and has the
ability to coordinate the efforts of people to achieve the company’s objective, through properly
enforcing polices.
Physical Assault-The act of causing physical injury to an individual without consent.
Sales and Service Leader - A Store Leader who is responsible for assisting management on the sales
floor and cashier operations while assisting associates with various duties pertaining to the customers
needs.
Supervisor-Person responsible for monitoring and assigning daily tasks to employees.
Spokesperson-Person selected to speak on behalf of a company and or organization.
URLS about violence in the work place, work related injuries, and addressing related concerns
https://www.osha.gov/SLTC/workplaceviolence/
- Who’s at risk for violence in the work place
- What is violence in the workplace
https://gapweb.gap.com/gw/content/gweb/en/sites/globalintegrity/COBC_hotline.html
- Information about how to report any concern regarding the company and or work place.
- Information about the company’s Code of Business Conduct which includes “ Do whats
right,” in order to help individuals assets situations with integrity and confidence.
* Speaking up, understanding right from wrong and the ethical consequences of our choices
protects our company, its reputation, and employees.
https://secure.ethicspoint.com/domain/media/en/gui/33664/index.html

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- what to do in case of filing a concern report