Conflict Management for Hospitality & Catering

E-learning Course

1 Hours (Approx.) Multiple Choice

4.8

(1100) Google Reviews

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.

Course Content
Objectives

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

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

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CPD Accredited

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What You Will Learn

Take a closer look at our E-learning experience. Below, you’ll find screenshots from the course alongside a sample certificate you’ll receive upon completion (click to view).

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