Conflict Management for the Hospitality & Licensed Sector: 10 Nov 10
Conflict Management for the Hospitality & Licensed Sector
(Hotels, Restaurants & Entertainment)
Date: 10 November 2010
Time: 10:00 am – 4:00 pm
Location: Holywood
Who is this event recommended for?
All hospitality & licensed sector mangers, supervisors and staff who interact with customers and who will benefit by learning effective skills and realistic techniques for dealing with frustrated and aggressive individuals in a legal and safe manner.
Why attend this event?
The Licensed & Hospitality Industries have a high degree of incidents and situations happening throughout different seasons; from summer time madness through to the joyful parties of the festive season. It is an arena where customers have a tendency to leave their inhibitions at home and push the patience of staff to the limit!!
The event we offer looks at both the recognition and understanding of workplace violence and provides hospitality & licensed personnel with valid and proven de-escalation skills and techniques when dealing with potentially volatile situations. These essential skills will assist in reducing the risk of anyone becoming injured and prevent the reputation of the establishment being damaged through an incident not being quickly identified or deterred effectively.
Event Outline:
Attendees will learn key techniques to deal effectively with aggressive situations and learn how to de-escalate the situation. They will also develop proven skills to build confidence while working.
On completion of the event attendees will have a greater understanding of how to deal effectively with situations to ensure their own safety, the safety of colleagues and most importantly that of the customers.
We achieve this by providing attendees with a greater knowledge and understanding of:
- Definitions of Workplace Violence and the details and implications within the hospitality sector.
- Assessing the risks associated with their job role.
- Tools to assist in identifying and risk assessing potentially aggressive situations, such as a frustrated
customer who may be under the influence of alcohol or drugs
- Identifying when someone escalates from being emotional through to aggressive.
- Proven skills and techniques on how to approach and stand when dealing with difficult customers.
- Effective communication skills so as not to escalate a potential situation and attract unwanted attention.
- Using effective, proven and realistic techniques to ensure personal safety of everyone and implementing plausible excuses to leave potentially violent situations.
- Methods of how to defuse and calm situations in a confident, professional and safe manner.
This event will utilise scenario based learning and realistic situations which will further enhance the event.
Attendees will be awarded an internal certificate in Conflict Management, valid for 2 years.
Facilitator:
Will Holland – Head of Training, Quell
Over the years Will has had a vast amount of experience in dealing with aggressive natures within the hospitality sector. He has actively worked with different organisations and licensed establishments in implementing this training and encouraging them to train their staff with realistic and proven skills and techniques, which can help protect the organisation and staff from litigation or damaged reputation.
Cost: £95.00 (+ VAT)
To Book a Place call Kerry on 02890 425424 or email us at info@quelltraining.com
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