This lesson, aimed at year 13 students, discusses the use of various items in the environment, focusing on challenges faced in the workplace such as establishing effective connections and handling stock unavailability in retail. It highlights the impact of negative customer service on client satisfaction, emphasizing the importance of professionalism and diligent service. The session also addresses challenges with aggressive customers, stressing that retail workers might become victims of aggressive behavior, with illustrative case studies presented to provide a clearer understanding of these situations.