Overall aim: To ensure that door supervisors have the appropriate communication skills and knowledge of conflict management



Introduction to communications skills and conflict management

Aim: To discuss communication skills and conflict management.

Objectives: By the end of this session trainees will be able to:

State the importance of customer care

Show an understanding of basic communication skills

Show an understanding of verbal and non-verbal communication effectively

State the need to calm difficult situations and avoid violence

Identify different types of behaviour

State what risks can occur during violence at work

Identify the most common conflict flash-points

State the importance of managing aggression

Show an understanding of basic problem-solving skills

State the impact of reflecting and learning from the experience of conflict

Application of communication skills and conflict management


Aim: To observe and discuss scenario situations requiring effective communication
skills and conflict management.

Objectives: By the end of this session trainees will:

Understand the issues regarding entry refusal and will know how to refuse entry in
a way that reduces the risk of conflict.

Understand the issues regarding ejection and will know how to eject a customer in
a way that reduces the risk of conflict.

Be able to identify some of the types of incidents that occur inside a venue

Understand how they can deal with incidents in a way that reduces the risk of conflict