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meeson · Site Admin Joined: 26 Feb 2007 Posts: 615

BII warns of conflict post-smoke ban
13 June, 2007

Licensees urged to take new qualification to cope with abusive customers

Licensees are being urged to undertake a conflict management qualification to help them deal with potentially difficult customers after the introduction of the smoking ban in England.

Incidents of violence can range from the relatively minor problems of people causing nuisance in a premises to serious incidents involving physical abuse.

Cathie Smith, director of BIIAB, said: “We expect that there will be 100 per cent compliance to the smoking ban in England, however not everyone will be happy with the change and may take their feelings out on staff.

"The Award in Conflict Management will enable staff to explain the law to customers in a way that will avoid any disturbance for other customers and the staff themselves.”