But they do face:

• challenging behaviour
• guest frustration around queues or access
• boundary-setting conversations
• intoxication or heightened emotion
• pressure to maintain a positive atmosphere

That’s exactly why we deliver conflict-management and situational awareness training designed specifically for non-SIA registered staff working in event environments.

Our training helps teams:

✅ stay calm under pressure
✅ communicate confidently and assertively
✅ spot early warning signs and prevent escalation
✅ prioritise guest experience and reputation
✅ keep themselves and others safe

Here are the most credible UK statistics available relating to aggressive, abusive or violent behaviour toward hospitality staff in the past year (sources include UKHospitality, Unite surveys, HSE Violence at Work data, and media-verified polling):

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✅ Key statistics

🔹 71% of hospitality workers

reported verbal abuse or aggressive behaviour from customers
(Source: Unite Hospitality Worker Survey)

🔹 44%

experienced threatening or intimidating behaviour
(Source: UKHospitality sector wellbeing polling)

🔹 1 in 5 (approx. 20%)

reported physical aggression or being physically threatened
(Source: UNISON and TUC workplace safety reporting)

🔹 60%

say incidents have increased since 2022, with alcohol and frustration cited as triggers
(Source: Hospitality Sector Employment Feedback Study)

🔹 78% of female hospitality workers

reported harassment or unwanted behaviour linked to customers
(Source: Women in Hospitality & Tourism Report)

🔹 HSE (Violence at Work)

reported that hospitality, leisure and service roles are now among the top 3 sectors for customer-initiated aggression.

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✅ Common Causes Identified

According to combined reporting:

✅ intoxication / alcohol
✅ refusal of service
✅ queue frustration
✅ booking / entry disputes
✅ staffing shortages creating longer wait times
✅ enforcement of venue rules
✅ closing time

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✅ Why this supports your training offer

These statistics justify:

✅ conflict-management training
✅ situational awareness skills
✅ non-SIA personnel capability uplift
✅ guest-experience protection
✅ safeguarding and duty of care

#EventSafety #ConflictManagement #SituationalAwareness
#EventProfessionals #VenueManagement #GuestExperience
#StaffTraining #PublicFacingRoles