Introduction

The Conflict Management for licensed premises staff course helps those whose work involves the provision of services to the public, to avoid and manage conflict within their work environment. Incidents of workplace violence can range from the relatively minor problems of people causing nuisance in a premises, for example through unacceptable levels of swearing, to serious incidents involving physical abuse and damage to property.

Who is the course for?

It is designed for licensed retailers, assistant managers, relief managers and supervisory/key staff operating in all types of licensed retail outlet including pubs, bars, nightclubs, entertainment venues, hotels, restaurants, off-licences, and supermarkets.

What does the course cover?

• The responsibilities of both employers and employees in relation to workplace violence under the Health & Safety at Work Act 1974
• What is meant by the terms, 'risk' and 'hazard', and the causes of workplace violence
• How to identify and reduce hazards through risk assessment to reduce the likelihood of conflict arising
• Why and how conflict situations can arise, and how to avoid them
• How to deal with conflict when it has arisen
• The law in relation to self-defence
• Victim support, and the importance of reporting and recording incidents of workplace violence