Conflict management for waiters and bartenders
Handle demanding guest situations professionally.
Target audience:
The course is designed for employees in the hospitality industry who have direct contact with guests, especially waiters and bartenders. It is suitable for both new and experienced employees who want more security and competence in the face of demanding situations, conflicts and guest reactions.
Learning Objectives:
The aim of the course is to make you safer in the face of conflict, dissatisfaction and demanding behaviour, and give you concrete tools to deal with such situations professionally, calmly and safely. You'll learn how conflicts arise, how they can be prevented, and how to de-escalate a situation without escalating it. The course also addresses dealing with drunk or threatening guests, teamwork, mental strain and how to look after yourself and your colleagues.
After completing the course you will:
- Understand what conflicts are and why they occur in catering environments
- Recognize early signs of dissatisfaction and take action before it develops
- Using Communication, Body Language, and Empathy to Calm Down Situations
- Safely handle demanding guests, drunkenness and unwanted behaviour
- Collaborate with colleagues for support and safety
- Reflect on your own reactions and take care of yourself after demanding events
- Develop a personal language and toolkit for conflict management in everyday life
Dette e-læringskurset gir teoretisk opplæring i konflikthåndtering tilpasset serveringsbransjen. Kurset erstatter ikke virksomhetens ansvar for praktisk opplæring, lokale rutiner og tilrettelegging. For at opplæringen skal være fullstendig må bedriften sørge for
- At ansatte får innføring i egne interne rutiner for sikkerhet, varsling og rapportering.
- At konflikthåndtering tilpasses lokale forhold, bemanning, skjenkerutiner og arbeidsmiljø.
- At ansatte får nødvendig praktisk trening og oppfølging i reelle situasjoner.
- At ledelse og medarbeidere følger opp etter hendelser med støtte, debrief og eventuelle tiltak.
Kurset må derfor kombineres med virksomhetens egne rutiner, praksis og ledelsesoppfølging for å sikre trygghet, etterlevelse og et fullt forsvarlig arbeidsmiljø.
See accompanying documents and guidance for this course at this page. Please contact us if you have any other questions.
Read more about the course at PECB website, or download updated brochure for this course here.
PECB courses are conducted in PECB's own learning portal, with presentations, materials for self-study as well as video where available. After payment, you sign up for the course, and receive an email from PECB with registration link, normally within 24 hours of booking.
The price for courses (self-study and e-learning) includes one year of access. During this period, the examination, one new exam if necessary, as well as the issuance of a certificate are included.
If you choose not to attend courses and only want to take the exam, the exam and certificate must be paid separately. The payment is made directly to the PECB.
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