Retail and Hospitality

Protect your staff and customers and manage your reputation

When you work with members of the public, the risk of aggressive or challenging behaviour occurring is never far away. Are you and your staff effectively trained to deal with these circumstances?

We’ve been providing expert managing difficult people training for retail and hospitality staff for more than 20 years.


Our courses are for you if:

  • Manage or work in retail or within the hospitality sector
  • Are looking for managing difficult people training for your staff to improve personal safety, reduce risk and maintain or improve your customer service
  • Want your staff who come into direct contact with guests, in person or over the telephone, to have the knowledge and confidence to communicate effectively and defuse challenging behaviour, whilst keeping themselves and your customers safe
  • Need to equip your door security staff with essential SIA qualifications and your bar staff with the skills to deal with alcohol-related aggression
  • Want to minimise the need for physical intervention
  • Want conflict management and personal safety training for teams, as well as lone worker training
  • Need to create a risk strategy for workplace violence and meet your legal obligations and regulatory requirements

Courses for people who work in retail and hospitality:

Conflict Management
BTEC Conflict Management
Breakaway
BTEC Breakaway and Self Defence
BTEC level 2 Award in Safe and Effective use of restraint equipment (Handcuffing Qualification)
BTEC Level 2 Award in Disengagement and Non-restrictive Physical Intervention Skills (QCF) Young People and Vulnerable Adults
BTEC Level 2 Award in Disengagement and Non-restrictive Physical Intervention Skills (QCF) Security
Edexcel BTEC Level 2 Award in Disengagement and Physical Intervention Skills ( QCF ) Young People and Vulnerable Adults
Edexcel BTEC Level 2 Award in Disengagement and Physical Intervention Skills (QCF) Security
SIA 5 Day
SIA upskilling

Take part in our training and learn how to effectively:

  • Manage challenging and aggressive behaviour from customers
  • Deal with inebriated customers
  • Manage difficult behaviour from guests of all ages, including children and older people
  • Communicate with customers with mental health or learning disabilities
  • Defuse aggressive and violent behaviour, in person and over the telephone
  • Apply physical intervention and physical restraint as a last resort

For more details about how our competitively-priced range of retail and hospitality courses or bespoke training sessions can help you manage difficult customers and protect your staff, contact us today.