Conflict Resolution

Why Conflict Resolution Matters in Hospitality

In the hospitality industry, conflict can arise between staff, managers, or customers — often in high-pressure environments. Whether it’s a disagreement between team members or a difficult customer situation, how your staff respond directly impacts safety, morale, and your venue’s reputation. Effective Conflict Resolution training gives hospitality teams the confidence to manage these challenges, resolve disputes quickly, and prevent escalation.

Legal Responsibilities and Employer Duties

Under the Health and Safety at Work etc. Act 1974, employers must protect employees from risks that could harm their physical or mental wellbeing, including aggression or violence at work. The Health and Safety Executive (HSE) provides guidance for businesses on preventing and managing work-related violence. (HSE – Violence at work)

By providing this course, hospitality venues show a commitment to maintaining safe, respectful environments for both staff and customers, while also meeting their legal duty of care.

What the Conflict Resolution Course Covers

This online training focuses on practical skills for pubs, bars, and hospitality settings and includes:

• Understanding what conflict is and why it happens in the workplace

• Recognising early warning signs of conflict among staff or with customers

• Using communication techniques to stay calm and professional

• Applying de-escalation strategies to reduce tension

• Managing customer complaints that could turn confrontational

• Handling aggression or unacceptable behaviour safely

• Supporting colleagues after a conflict situation

• Real-world examples and case studies from hospitality environments

Benefits for Pubs and Hospitality Venues

• Reduces the risk of aggression or confrontation at work

• Builds staff confidence in handling difficult situations

• Improves teamwork, communication, and workplace morale

• Demonstrates compliance with health and safety obligations

• Provides a CPD-certified qualification for staff development

Online Delivery and Certification

This Conflict Resolution course is delivered entirely online, allowing hospitality staff to complete it at their own pace without disrupting operations. On successful completion, each learner receives a CPD-certified certificate to confirm their competence in managing workplace conflict effectively.

To see the full range of CPD Certified Leadership & Management training courses available from That HR Girl, please click here: Leadership & Management Courses | That HR Girl