Conflict Resolution And Mediation For F&B Managers

About This Course

Conflict is a normal part of working in a busy hospitality setting—but how we respond to it shapes the culture, performance, and guest experience of the whole team. This course gives F&B managers the tools to handle conflict with professionalism, empathy, and structure—turning difficult moments into opportunities for clarity, trust, and progress.

In this course, you will learn:

• What workplace conflict appears like in the F&B environment

• How to recognise early signs of tension among staff or with guests

• Tools for managing interpersonal and organisational conflict

• Techniques for active listening, de-escalation, and conducting difficult conversations

• Mediation strategies that promote fair outcomes and resolution

Each chapter includes a short quiz, with a final assessment at the end of the course. Successful completion earns a certificate demonstrating your knowledge of “Conflict Resolution And Mediation For F&B Managers.”

Course Curriculum

6 Chapters

Chapter 1 - Introduction to Conflict Resolution in F&B

Introduces the nature and sources of workplace conflict, explains how unresolved issues affect morale and performance, and defines key resolution concepts like collaboration, compromise, and neutrality.

Chapter 2 - Identifying Types of Conflict

Explains different conflict types—interpersonal, organisational, and customer-related—and how to recognise early warning signs such as behavioural changes, decreased teamwork, or tension among staff.

Chapter 3 - Techniques for Effective Conflict Management

Covers essential skills including active listening, mediation frameworks, and de-escalation strategies to help managers resolve disputes calmly and constructively.

Chapter 4 - Facilitating Constructive Dialogue

Explores how to encourage open communication, use negotiation and compromise effectively, and manage difficult conversations with professionalism and empathy.

Chapter 5 - Creating a Positive Work Environment

Highlights how to build a culture of respect, collaboration, and proactive conflict prevention through clear communication, regular feedback, and continuous staff training.

Chapter 6 - Key Takeaways and Course Conclusion

Reinforces that understanding, mediating, and preventing conflicts leads to stronger teams, better communication, and a more harmonious and productive F&B workplace.