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Gap Inc. Crisis Communications Plan GCCP Gap Inc.

By Keisha Louis ContentsIntroductionAcknowledgments Corporate Statment to AssociatesPurpose Nine top ObjectivesCrisis Inventory GraphWarning Signs of Possible CrisisEmergency ContactsThe Media Spokesperson Methods of CommunicationList of Key Corporate Leaders From Gap Inc. BrandsInterview Tips For All SpokespersonsGap Inc.

Sample Media Contact Information LogQuestions to prepare For media PreparationKey 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

There is always a possibility for violence to occur in any facility, therefore, as a part of our corporations 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 Incs 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 companys 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. company name

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. Theres 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 Diegos 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 sons 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

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

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 companys 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 isnt always right and associates arent 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 companys 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 brands 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 companys reputation.

If this plan is not followed in the event of a crisis, theres 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. 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.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 dos and dont 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.

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 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. 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 peoples 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 companys 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 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 (888) BR-STYLE (877) 3ATHLETA 800) OLD-NAVYEmployee 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) 1-800-321-6742Property 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 companys 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. 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 TelephoneEmailFaxBulletinin PersonNew Release Letter

Executivesyesyes Yesnono

Employeesyesyes

Community Leadersyesyes

Suppliersyesyes

Meeting

Here is a list of all key corporate leaders 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 corporate leadership 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.

Interview Tips for All Spokes persons

Never say no comment. Keep in mind that body language speaks for itself. So it is important to pay attention to the verbal and non-verbal. If more than one person is scheduled to speak, we will be sure to prepare appropriate people with proper questions. Set up a mock press conference in order for spokes person to 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 corporate level. 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 coach prior to press conference. Respect journalist, 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 Contact Information Log

The Media contact Information Log will be used for both corporate and 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 tool used 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. Heres 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 customers 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 costs of the injured individual, but their condition is more of a priority at this time.

3.) Isnt it true that Gap pays their employees minimum wage?

False, We at Gap Inc. are an equal opportunity employer that believes in treating their customers 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? 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 Gaps 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 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 Gaps 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 spokespersons. This honors the companys credibility, and truth with the media and public, informing customers and employees that we take careful precautions, and have policys 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 Im 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.

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 Boomers 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 worlds most profiting retailer, with a gross worth of about $18 billion.

Generic Press Release for customer v.s Assoc. Incident:

Gap Inc. Moving Quickly to Address Customer Incident

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 spokesperson and 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.

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Employee Relations

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 whos 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 whats right

Customer-A person or institution that buys products, as PAGE 22 NUMPAGES 24 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 companys employees and making revenue decisions.

Intruder - Any person with intentions of causing harm to others or engaging in illegal activity on Gap Inc. premisses.

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 companys 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/

- Whos 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 companys 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- what to do in case of filing a concern report