Conflict management on a licensed premises is an essential aspect of maintaining a safe and welcoming environment for patrons and staff. In places where alcohol is served, emotions can run high, and conflicts may arise. Effectively managing these situations can prevent escalation and ensure that the premises remains in line with legal and safety requirements. Licensing Professionals have created this comprehensive guide on conflict management in licensed premises:
1. Staff Training
Conflict Resolution Skills: All staff, especially door supervisors and bartenders, should be trained in basic conflict resolution techniques. This includes identifying potential conflicts early, using de-escalation techniques, and knowing when and how to intervene.
Communication Skills: Effective communication is key to defusing tension. Staff should be trained to listen actively, speak calmly, and avoid inflammatory language. Empathy and patience are crucial to calming agitated customers.
Recognizing Warning Signs: Staff should be taught to recognize the signs of rising tension, such as aggressive body language, raised voices, or signs of intoxication. Addressing issues early can prevent them from escalating into physical confrontations.
2. Clear Policies and Procedures
House Rules: Establish clear rules of conduct for patrons, such as no violence, no harassment, and no excessive intoxication. These rules should be visible throughout the premises, including entry points and bathrooms.
Incident Reporting: Have a system in place for recording incidents. Document details such as the time, individuals involved, and how the situation was handled. This can be useful for identifying repeat offenders and defending the venue in case of legal action.
Zero Tolerance Policy: Communicate a zero-tolerance policy for violence or abusive behavior. Patrons should know that any such behavior will result in immediate removal from the premises.
3. Early Intervention
Preventative Action: Encourage staff to engage with patrons regularly to check in on their well-being. Friendly interaction can help prevent conflicts by reducing tension and creating a more positive atmosphere.
De-Escalation Techniques: Teach staff to use de-escalation techniques, such as speaking in a calm tone, maintaining a non-threatening posture, and offering alternative solutions. Sometimes offering a free soft drink or suggesting a change of environment (moving to another room or leaving) can defuse a situation.
Avoid Physical Intervention When Possible: Physical intervention should be a last resort. The focus should be on preventing the situation from escalating to that point through verbal and non-physical measures.
4. Handling Intoxicated Patrons
Cutting Off Service: One of the main sources of conflict in licensed premises is intoxicated patrons. Train staff on when and how to refuse service to someone who is too intoxicated. Be polite, but firm. Explain that it’s for their safety and the safety of others.
Safe Removal: If a patron becomes aggressive or refuses to leave, door supervisors or security staff should be involved in removing the person from the premises in a controlled and safe manner.
Ensure Their Safety: If a patron has been removed, ensure their safety outside the venue. Offer to call them a taxi or assist them in finding a way home to prevent further issues.
5. Dealing with Aggressive Individuals
Stay Calm: When dealing with aggressive individuals, staying calm is crucial. If staff become agitated or react aggressively, the situation is likely to escalate.
Non-Confrontational Approach: Staff should stand at an angle rather than face-to-face, keep their hands visible, and avoid crowding the person. This non-threatening posture can help prevent further escalation.
Firm, Clear Boundaries: While being calm and non-confrontational, staff should also be firm about boundaries. Let the person know clearly what is expected of them (e.g., "I need you to step outside and calm down before we can continue this conversation").
6. Use of Door Supervisors/Security
Trained and Licensed: Door supervisors should be trained and licensed, often under the Security Industry Authority (SIA) in the UK, and should have experience in conflict management and physical intervention.
Patrolling the Premises: They should regularly patrol the premises, not just stand at the entrance. This helps them keep an eye on potential conflicts within the venue and step in before things escalate.
Tactful and Discreet Intervention: Door supervisors should aim to intervene tactfully and discreetly. Rather than rushing in aggressively, a subtle conversation or calming presence can often resolve an issue without drawing too much attention.
7. Crowd Management
Avoid Overcrowding: Overcrowding can lead to frustration and aggression. Ensure that the number of patrons inside the premises is managed effectively, with limits in place to avoid overcapacity.
Queue Management: Outside the venue, ensure that queues are orderly and that people are not getting agitated while waiting to enter. Having clear policies about waiting times, dress codes, and entry conditions can help avoid arguments at the door.
Clear Signage: Use signage to guide patrons about areas they can and cannot enter, and inform them about rules on smoking, drinking, and queuing.
8. Involving Authorities
Call the Police When Necessary: If a conflict escalates to violence or poses a serious threat to safety, do not hesitate to involve the police. It's important to assess when a situation is beyond the control of the venue’s staff and requires law enforcement intervention.
Provide Information to Authorities: When the police are called, ensure you provide them with all the necessary information, such as details of the incident, CCTV footage, and witness statements.
9. Post-Incident Review
Debriefing Staff: After any significant conflict or incident, hold a debriefing session with staff to review what happened, how it was handled, and what could be improved. This promotes learning and continuous improvement in conflict management.
Learn from Incidents: Use the details of the incident reports to identify patterns or recurring issues. If conflicts tend to happen at certain times or during specific events, take preventative steps for future events.
Reassess Policies: Periodically reassess your conflict management policies and procedures to ensure they remain effective.
10. Maintaining a Positive Environment
Promote Positive Atmosphere: One of the best ways to prevent conflict is by fostering a positive atmosphere where patrons feel safe and respected. This includes everything from staff demeanour to the music volume, lighting, and layout of the premises.
Encouraging Responsible Drinking: Licensed premises can promote responsible drinking by offering food, providing non-alcoholic alternatives, and pacing the speed of service of alcohol.
Conflict management in a licensed premises- A Summary
By training staff, establishing clear policies, and promoting a calm, respectful atmosphere, you can significantly reduce the likelihood of conflicts arising in a licensed premises and ensure that any situations that do occur are managed effectively and safely.
Licensing Professionals specialise in conflict management solutions. We provide conflict management training as well practical advice and solutions for your licensed premises. Contact us today
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