Conflict Resolution Tuesday 29th September 2026

Start Date: 29/09/2026

Duration: 10am - 1pm

Location: Virtual

Full Fee: €87

Network Members Fee: €70

Programme overview

This practical, interactive workshop is designed to help hospitality professionals effectively manage conflict in both guest-facing and team situations. Participants will explore the common causes of conflict within restaurants and hospitality environments, including how issues can escalate if not addressed early, using tools such as the conflict curve. The session focuses on building confidence and practical skills in dealing with guest and team member conflicts in a calm and professional manner.

Learning Outcomes

By the end of this training, learners will be able to:  

  1. Define conflict and identify common causes within hospitality settings  
  2. Explain the stages of the conflict curve and recognise early warning signs  
  3. Apply practical techniques to manage difficult guest interactions professionally  
  4. Use appropriate approaches to address and resolve internal conflicts constructively  
  5. Demonstrate key de-escalation skills, including tone, body language, and language choice   

Who is this course for?

This course is aimed at those working in hospitality who are responsible for handling guest complaints and/or managing teams.  

Key Content includes:

 

  • What is conflict and its causes in restaurants and hospitality? Discussion on the ‘conflict curve’. 
  • How to handle challenging guests? 
  • What to do in situations with internal team member challenges arise. 
  • Core skills for de-escalation 

Trainer Profile

Karen Healy is a Learning & Development Consultant specialising in the Hospitality Industry.  With 30 years’ experience in hotel operations, 16 of those in Hotel Learning and Development (L&D).  

Karen has an MA (Hons) in Hotel and Catering Management from Dundee University, Scotland and has worked internationally completing her Trainee Management Programme with the Ritz Carlton Hotel Company in Philadelphia, Sarasota and Boston. 

From there to London as Accommodation Manager in the Hilton Heathrow and subsequently moving into her first hotel HR role with Clontarf Hotel, Dublin. Karen then decided to specialise in Learning and Development at Conrad Dublin before being promoted to a regional role with Hilton Worldwide, heading up L&D for their Irish portfolio. 

For the last 9 years Karen has been based in Cork and continues her work in L&D with various properties around Ireland both in classroom learning, blended learning and one-to-one coaching. 

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