Conflict can often avoided by delivering a good standard of service and positive communication.

Within the retail, leisure and hospitality industries, by the nature of the job roles, staff will more often than not come into contact with members of the public who are:

  • dissatisfied
  • angry
  • intimidating
  • aggressive
  • disruptive
  • under the influence of alcohol or drugs

That’s why it’s important that workers have the

  • awareness
  • knowledge
  • skills and confidence

to enable them to more safely and positively handle people and difficult situations.