Keeping the Peace in Pubs: Supporting Hospitality Teams

With over 100 venues across the UK, one of the country’s leading pub groups has partnered with BR Specialists to deliver behavioural awareness and conflict response training to frontline staff. This partnership reflects a growing recognition that employers have a duty of care to protect their teams from harm - especially in (occasionally) high-pressure environments like bars, pubs and restaurants. It’s no longer enough to rely on experience or instinct alone. Staff need practical, proven strategies to manage difficult situations safely and confidently.

From managing packed crowds to refusing service safely, today's bar and restaurant staff often find themselves on the frontline when tensions run high. Yet many are expected to deal with these challenges without formal training or consistent support.

Nick Attard, General Manager at BR Specialists, explains:

“It’s not about turning your team into security staff. It’s about giving them the awareness, language and calm presence to defuse problems early, before they escalate. And if a situation does become physical, they are equipped with proportionate and legally sound de-escalation techniques to protect themselves and others.”

Here’s some of the flashpoints BR Specialists addresses when helping hospitality teams feel prepared, protected and in control, even on the busiest shifts.

Spotting Trouble Before It Starts

Observational awareness is a crucial skill. Being able to recognise early signs of tension - such as changes in posture, agitation or potential conflict - allows staff to intervene before situations worsen.

Small cues, like someone pacing near the toilets or showing frustration at the bar, can often be dealt with discreetly and effectively when noticed early. BR Specialists’ training focuses on reading the room and taking proactive steps to maintain calm.

Staying Safe in Crowded Spaces

Busy weekends and evening shifts often mean shoulder-to-shoulder crowds, long queues and constant movement around the venue. For staff, this creates a heightened risk of accidental contact, misunderstandings and aggression.

Training includes safe movement techniques, managing personal space and non-verbal communication strategies. These help staff stay calm and in control while moving through dense areas and interacting with customers.

Refusing Service Without Conflict

Refusing service to someone who is clearly intoxicated can be one of the most stressful parts of working in hospitality. Done poorly, it can escalate fast.

Staff are taught to refuse service in a firm but respectful way, using clear and consistent wording. They also gain an understanding of their rights and responsibilities under the Licensing Act 2003.

his is increasingly important in light of recent data. In 2024, BBC News reported a 15.6 percent rise in anti-social behaviour in York’s city centre, with police linking much of the increase to alcohol-related incidents in and around hospitality venues. This highlights the need for confident, well-trained teams who can de-escalate situations before they spiral.

Responding to Drug Use and Disruption

Drug use and anti-social behaviour are ongoing challenges for late-night venues. Staff may witness suspicious behaviour but feel unsure how to respond.

BR Specialists provide clear guidance on how to recognise signs of substance misuse, follow the correct procedures and involve management or security appropriately. The aim is always to safeguard the wellbeing of both staff and customers.

Looking After Staff Wellbeing

The emotional impact of aggressive incidents can last long after the shift ends. Without a support system in place, this can lead to burnout and high turnover.

BR Specialists encourage venues to foster a culture of peer support, open conversation and post-incident debriefs. This helps staff feel heard, backed by their team, and better equipped for future challenges.

Nick Attard adds:

“We believe in empowering staff, not leaving them to face problems alone. Confidence comes from knowing what to do and feeling supported when you do it.”

Creating Safer, Stronger Venues

Hospitality businesses are increasingly moving beyond reactive approaches. They are choosing to invest in proactive training that empowers staff to handle challenging situations with calm, professionalism and clarity.

With the support of BR Specialists, teams across the UK are raising the standard for hospitality safety. Whether it’s spotting trouble early or confidently refusing service, staff are learning how to keep venues safe, enjoyable and welcoming for everyone.