Unfortunately, in the hospitality industry you may encounter resistance and aggressive behaviour from guests. For example, guests who make demands, or guests who do not follow instructions from your staff. In this training you and your employees learn how to react adequately in these kinds of unpleasant situations. In this way, you build up your self-confidence and mental resilience.
To whom it applies
The training is designed for hospitality entrepreneurs and employees, who are member of KHN Amsterdam en Amstelland.
At the end of the training you will be able to:
- Explain in general terms how our fear system works;
- Recognise and manage your own fear;
- Recognise and reduce aggressive behaviour;
- Communicate verbally and non-verbally under pressure.
Costs 'no show'
If you register, we are counting on your attendance. In the event of late cancellation or no-show, we charge an administration fee of € 50 (excl. VAT), unless there is a case of force majeure. You can cancel up to two working days in advance by sending an e-mail to khncursussen@khn.nl. Attention! This course is for members of KHN Amsterdam and Amstelland. Are you not a member of KHN? Please send an email to khncursussen@khn.nl. We will do our best to allow you to participate.
Questions?
If you have any questions, please send an email to khncursussen@khn.nl or call 0348 48 94 76.
KHN, in cooperation with and support of PVO Amsterdam-Amstelland, is organising free training in the field of robbery prevention in the hospitality industry.
Register for free training
