I'm not sure that "training" is necessary in order to act with common decency and humanity to those less fortunate than oneself?
I'm sure that training in public contact is necessary today for all front of house staff, even cleaners. The weakening of family, school and social influences means that decency and humanity are not now so common. The lower paid grades, especially those on contract, may also not see themselves as much more fortunate than those they meet.
I don't excuse this entirely wrong assault, I just want to avoid it happening again.
OTC