September 21, 2020

New COVID-19 Conflict De-escalation Training Available for Restaurants and Hotels

Chicago – ServSafe today announced the release of two new COVID-19 Conflict De-escalation training modules, one for restaurants and one for hotels. The training provides specific actions employees can take to de-escalate difficult situations and provide solutions for handling conflict throughout all interactions. The modules meet expanding COVID-19 training needs across the hospitality industry.

“The feedback we’ve gotten from restaurants and hotels is that they continue to face scenarios where difficult situations arise around adherence to new processes and procedures,” said Sherman Brown, executive vice president of Training and Certification for the National Restaurant Association. “These new modules offer hotel and restaurant employees guidance on how to reduce tensions and promote a safe environment while maintaining the spirit of hospitality.”

The training videos provides best practices to use in the complex situations arising from social distancing changes and mask requirements including steps for:

  • Preparing for de-escalation
  • Staying calm
  • Approaching de-escalation
  • Challenging situations

The restaurant training module is now available with the suite of free COVID-19 training videos on The hotel training module was added to the existing COVID-19 Precautions product available on Anyone who purchased the course previously, now also has access to the conflict de-escalation module.

For 30 years, ServSafe has been at the forefront of preparing restaurant and foodservice workers to deliver safe hospitality experiences for their guests, while also keeping themselves safe. For more information about National Restaurant Association and ServSafe key COVID-19 responses, go to

About the National Restaurant Association

Founded in 1919, the National Restaurant Association is the leading business association for the restaurant industry, which comprises more than 1 million restaurant and foodservice outlets and a workforce of 15.5 million employees. Together with 52 State Associations, we are a network of professional organizations dedicated to serving every restaurant through advocacy, education, and food safety. We sponsor the industry's largest trade show (National Restaurant Association Show); leading food safety training and certification program (ServSafe); unique career-building high school program (the NRAEF's ProStart). For more information, visit and find @WeRRestaurants on Twitter, Facebook and YouTube.