How to Avoid Conflict in Pubs: A Guide for Bar Managers

Conflict in pubs can arise from many sources – alcohol, overcrowding, poor communication, or customer frustration. As a bar manager, your role is to prevent, manage, and resolve conflict to maintain a safe and welcoming environment for staff and customers alike.

Understand the Common Triggers:

1. Communication breakdowns between staff or with customers
2. Conflicting priorities or unclear roles among team members
3. Stressful working conditions, especially during busy periods
4. Customer frustration due to long waits, overcrowding, or poor service
5. Alcohol and drug misuse, which can escalate tensions quickly.

Preventative Measures:

1. Open Communication

• Encourage staff to speak up and share concerns.
• Hold regular briefings to align expectations and service standards.
• Create a culture where feedback is welcomed and acted upon.

2. Set Clear Expectations:

• Define roles and responsibilities clearly.
• Ensure all staff understand the venue’s policies on behaviour, service, and safety.
• Display customer conduct policies visibly in the venue.

3. Train Your Team.  Provide ongoing training in:

• Conflict management
• Responsible alcohol retailing
• Drug awareness
• De-escalation techniques

4. Design for Safety:

• Ensure the layout of your pub reduces bottlenecks and overcrowding.
• Use lighting, music, and seating to create a calm and welcoming atmosphere.
• Maintain clear sightlines for staff to monitor customer behaviour.

Managing Conflict When It Happens:

With Staff:

1. Listen actively and privately to all parties.
2. Stay impartial and focus on finding common ground.
3. Collaborate on solutions and follow up to ensure progress1.

With Customers:

1. Apologise sincerely and show empathy.
2. Listen without interrupting and ask clarifying questions.
3. Take action to resolve the issue and thank them for their feedback.
4. Avoid escalation – stay calm, avoid blame, and offer alternatives1.

When to Involve the Police:

If a situation becomes violent or threatens safety, do not hesitate to call the police.  Build a good relationship with local officers – they can be a valuable support.  However, avoid over-reliance on police for minor issues, as this can attract unwanted scrutiny.

Summary:

Conflict is inevitable in busy licensed premises, but with the right approach, it can be prevented, managed, and resolved professionally.  A well-trained, communicative team and a proactive manager are the best defence against disorder.