About the Course

Sometimes, staff in licensed premises must make the tough decision to refuse service — whether due to intoxication, underage customers, aggression, or safeguarding concerns. Handling these situations the wrong way can escalate conflict, damage reputation, and put your licence at risk. This course gives you the knowledge and confidence to refuse service effectively, professionally, and safely, while protecting yourself, your team, and your business. This is a Level 2 CPD Qualification.

What You’ll Learn

By the end of this course, you’ll be able to: Understand the legal reasons for refusing service. Recognise situations where refusal is required (underage, intoxicated, aggressive, or vulnerable customers). Apply professional communication techniques to de-escalate conflict. Refuse service confidently while keeping yourself and others safe. Follow workplace procedures and record refusals in line with policy. Protect your licence, reputation, and customer welfare.

Who This Course is For

Bar, pub, nightclub, and restaurant staff. Supervisors and duty managers. Security and door staff. Anyone working in licensed premises who may need to refuse service.

Certification

On completion, you’ll receive a Level 2 CPD Validation Services Certificate of Achievement in Refusing Service Professionally and Safely. This certificate proves your ability to handle refusals responsibly in line with the law and best practice.

The syllabus

7 Chapters · 25 Lessons

  1. 1

    Introduction to How to Refuse Service Professionally and Safely

    1. (Included in full purchase)

      Introduction to How to Refuse Service Professionally and Safely

    2. (Included in full purchase)

      Introduction to How to Refuse Service Professionally and Safely Booklet

  2. 2

    Section 1- Understand the legal Reasons and Rights for Refusing Service

    1. (Included in full purchase)

      Section 1- Understand the legal Reasons and Rights for Refusing Service

    2. (Included in full purchase)

      Section 1- Understand the legal Reasons and Rights for Refusing Service- Booklet

    3. (Included in full purchase)

      End of section

    4. (Included in full purchase)

      End of section quiz

  3. 3

    Section 2- Section 2: Recognising When to Refuse Service

    1. (Included in full purchase)

      Section 2: Recognising When to Refuse Service

    2. (Included in full purchase)

      Section 2: Recognising When to Refuse Service- Booklet

    3. (Included in full purchase)

      End of section

    4. (Included in full purchase)

      End of section quiz

  4. 4

    Section 3- Learn effective, non-confrontational communication techniques

    1. (Included in full purchase)

      Section 3: Learn Effective, Non-Confrontational Communication Techniques

    2. (Included in full purchase)

      Section 3: Learn Effective, Non-Confrontational Communication Techniques- Booklet

    3. (Included in full purchase)

      End of section

    4. (Included in full purchase)

      End of section quiz

  5. 5

    Section 4-Be able to de-escalate situations and keep yourself and others safe

    1. (Included in full purchase)

      Section 4-Be able to de-escalate situations and keep yourself and others safe

    2. (Included in full purchase)

      Section 4-Be able to de-escalate situations and keep yourself and others safe- Booklet

    3. (Included in full purchase)

      End of section

    4. (Included in full purchase)

      End of section quiz

  6. 6

    Section 5- Know how to document incidents and follow up appropriately

    1. (Included in full purchase)

      Section 5: Know How to Document Incidents and Follow Up Appropriately

    2. (Included in full purchase)

      Section 5: Know How to Document Incidents and Follow Up Appropriately

    3. (Included in full purchase)

      End of section quiz

    4. (Included in full purchase)

      End of section

  7. 7

    End of Course assessment

    1. (Included in full purchase)

      End of course Assessment Instructions

    2. (Included in full purchase)

      End of Course Assessment

    3. (Included in full purchase)

      End of Course Feedback

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