This course provides essential skills and practical strategies for managing conflict situations within the fast-paced hospitality and catering environment.

It focuses on preventing, managing, and resolving conflicts that can arise between staff members, with customers, or with suppliers, while maintaining professional service standards and ensuring business operations continue smoothly.

Who is this course for?

This course is essential for hospitality and catering professionals at all levels, including front-of-house staff, kitchen teams, supervisors, and managers who need to effectively handle conflict situations while maintaining the high standards expected in the hospitality industry. It is particularly valuable for those working in customer-facing roles or managing teams in high-pressure environments.

Course Content

• Understanding Conflict in Hospitality Settings
• Common Triggers in Food Service Environments
• De-escalation Techniques
• Managing Customer Complaints
• Team Conflict Resolution
• Communication in High-Pressure Situations
• Cultural Awareness in Hospitality
• Body Language and Non-verbal Communication
• Managing Intoxicated Customers
• Dealing with Aggressive Behavior
• Personal Safety and Security
• Legal Considerations
• Post-incident Procedures
• Building a Positive Work Culture

Course Objectives

• Understand the unique aspects of conflict in hospitality environments
• Know how to recognise early warning signs of potential conflict
• Be able to implement effective de-escalation techniques
• Understand how to manage customer complaints professionally
• Know how to handle conflicts between team members
• Be able to communicate effectively in high-pressure situations
• Understand cultural differences and their impact on conflict
• Know how to maintain personal safety during conflicts
• Be able to document and report incidents appropriately
• Understand the legal framework surrounding conflict management
• Know when and how to seek assistance or escalate situations
• Be able to contribute to a positive workplace culture
• Understand how to prevent future conflicts through proactive measures