What to look out for in Licensed premises
The main causes of violence in pubs/clubs include:
- disagreements between customers
- customers being drunk
- refusing a sale or asking someone to leave the premises
- poor or slow service
- customers who have used illegal drugs.
The main causes of violence in shops include:
- the unpredictable behaviour of shoplifters and drug users
- refusing a sale or asking someone to leave the premises
- poor or slow service
- verbal abuse (this is more common than physical violence).
Ways to avoid and reduce conflict:
- Looking out for early signs such as raised voices and agitation through body language
- Provide a high standard of service with efficiency and politeness
- Getting to know the customers and their needs
- Being attentive and observant to the customers
- depersonalising refusal by mentioning your legal responsibilities.
How to deal with conflict:
- Do not take personally what customers say as they are frustrated or angry with the situation
- Never lose your temper as this causes more problems than solving it
- Think carefully before you speak or react and keep calm and polite at all times
- Call for help/assistance from your colleagues if the customer becomes aggressive
- When you feel the situation is getting out of control then call the police for assistance
