Conflict Management for Front of House and Customer Teams
Conflict management training for reception, front of house, retail and hospitality teams who deal with frustrated, demanding or abusive customers and visitors. Staff learn to stay calm, keep control of the conversation and keep themselves and others safe. Half day, full day or two days, in person or online.
Course Overview
Front of house and customer teams take the brunt of other people’s frustration. Long queues, refused requests, complaints, alcohol and abuse are part of the job, and staff often feel they have to put up with it. They should not have to, and with the right skills most situations can be calmed before they escalate.
This course is built around the situations your team actually faces. It covers managing expectations, handling complaints and challenging conversations, recognising early signs of conflict, de-escalation techniques, setting professional boundaries, dealing with visitors, contractors and customers who will not take no for an answer, personal safety at the desk or on the shop floor, and knowing when and how to escalate. Scenarios and role play are based on your own premises and procedures.
Choose the format that fits your team.
- Half day: the core skills of calming and managing customer conflict.
- Full day: the core skills plus scenario practice built around your counters, desks and procedures.
- Two days: extended practical sessions and role play, including personal safety and moving away from aggression.
All three run in person at your premises. The half day and full day can also run live online, focusing on communication and de-escalation skills; practical and physical elements are delivered in person only.
This is one of our conflict courses: De-escalation Training, Conflict Management for Front of House and Customer Teams, Lone Worker Safety, Personal Safety and Breakaway Techniques, Conflict Management for Supervisors and Managers and Managing Challenging Behaviour in Education.
About the Trainer
Delivered by our own team of police instructors and former police defensive skills instructors, who teach proven police techniques and theory adapted for civilian roles. They have used these skills for real, in public order, custody and on the street, and they know what works when someone is angry, frightened or threatening. Courses are certified by 1705 Consultancy.
Frequently Asked Questions
Reception, front of house, retail, hospitality and customer service teams who deal face to face, or by phone, with frustrated or abusive people.
The half day covers the core skills. The full day adds more depth and scenario practice. The two day course adds extended practical sessions and realistic role play, so staff leave having rehearsed the skills, not just heard about them.
Yes, the half day and full day can run live online, focusing on communication and de-escalation. Practical and physical elements are delivered in person only, so the in person options include more.
Our own team of police instructors and former police defensive skills instructors, teaching proven police techniques and theory adapted for civilian roles. Courses are certified by 1705 Consultancy.
Yes. Scenarios and role play are built around your own desks, counters, procedures and the situations your team actually deals with.
Full day £1,250 + VAT for a group of up to 12. Half day and 2 day options are quoted. Includes travel in Essex and the surrounding counties. Travel elsewhere in the UK is quoted separately.
What Your Staff Will Learn
- How to recognise early signs of frustration and conflict
- How to manage complaints and challenging conversations
- De-escalation techniques that work at a desk or counter
- How to set professional boundaries with customers and visitors
- Personal safety awareness in customer facing roles
- When and how to escalate, and how to report incidents
Who Is This Course For?
- Reception and front of house teams
- Retail and shop floor staff
- Hospitality, bar and venue staff
- Customer service and contact centre teams
- Workplace and facilities teams
- Public sector and council service desks
- Duration Half day, 1 day or 2 days
- Level Customer facing staff
- Delivery In person, or online for theory based sessions
- Delivered by Police and defensive skills instructors
- Price £1,250 + VAT per group of up to 12 (full day)
- Certificate 1705 Consultancy certificate
Upcoming course dates
No open dates are scheduled right now. We also run this course on site for teams.
Ask about dates
Ready to book?
Tell us how many people need training and where, and we will come back to you within one working day with dates and a price.