Dealing with Unacceptable Behaviour: Tips for a Safe Workplace

Did you know that almost a quarter of Dutch employees experienced unacceptable behaviour in the workplace last year? In an industry where hospitality and passion for the profession dominate, it’s painful when that atmosphere is disrupted by aggression or intimidation. You’ll surely recognise it: that doubt about whether to address a guest or the fear that a situation will escalate. However, effectively dealing with unacceptable behaviour is not only a moral obligation but also an essential part of professional hospitality.

In this article, you’ll learn how to safely set boundaries, so your team feels protected and the atmosphere in your establishment remains positive. We’ll delve into the legal regulations that apply from July 2026 and provide you with practical tools to create a socially safe environment. This way, you’ll ensure confident staff who know exactly how to act, whilst effortlessly meeting the requirements for social hygiene and the highest standards of professional competence.

What do we mean by unacceptable behaviour in the workplace?

In the dynamic world of hospitality, the line between a pleasant atmosphere and unacceptable behaviour sometimes blurs faster than you’d think. A clear definition is therefore indispensable: unacceptable behaviour in hospitality is any expression, action, or omission that violates an employee’s personal integrity and creates an unsafe or humiliating work environment. This directly distinguishes it from a difficult guest. Whilst an unhappy guest criticises the service or product, unacceptable behaviour targets the person themselves.

Our sector is particularly vulnerable due to the constant presence of alcohol and heightened emotions. Alcohol lowers the threshold for aggression and inappropriate remarks, causing situations to escalate more quickly. For a professional approach to dealing with unacceptable behaviour, your team must recognise the difference between a heated discussion and a situation where safety is at risk. This isn’t about being overly sensitive, but about maintaining a healthy work culture where professionalism is central. To lead this cultural shift, many business owners utilise Zen Coaching für Unternehmer to cultivate the inner clarity and presence needed to manage such high-stakes environments.

Recognise the different forms of boundary-crossing behaviour

Boundary-crossing behaviour comes in many guises. Sexual harassment is a notorious example often trivialised as ‘hospitality humour’. However, an innocent touch or an ambiguous remark is never funny if the recipient feels uncomfortable. Additionally, verbal aggression, discrimination, and intimidation by guests or even amongst colleagues pose a significant risk to job satisfaction.

The success of your policy hinges on a clear boundary. If one employee ignores a racist remark whilst another reports it, confusion arises. By collectively deciding as a team where the line is drawn, you create a safe shield. This not only strengthens your staff’s self-confidence but also projects authority to your guests: in your establishment, we respect each other’s boundaries.

How to effectively deal with difficult situations and aggression?

Genuine hospitality is your strongest weapon in prevention. By warmly greeting guests immediately upon arrival and making eye contact, you show that social control is present. This significantly lowers the threshold for misconduct. Your attitude and non-verbal communication are crucial for successfully dealing with unacceptable behaviour. Remain calm, keep your hands visible, and maintain a professional distance. Exude calmness, even if tension rises. Tension often provokes a reaction, whilst an open posture actually de-escalates.

For those who truly wish to master these skills, WTOL Academy’s training courses offer in-depth modules on social safety and mastery. Sometimes, however, hospitality isn’t enough. Intervene immediately as soon as house rules are violated or colleagues feel unsafe. If you’re unsure about safety, contact a supervisor straight away. Asking for help is not a sign of weakness, but rather proof of a professional approach to dealing with unacceptable behaviour. Team safety always takes precedence over the revenue from a single table.

De-escalation techniques that really work in practice

Use ‘I’ statements to set boundaries without directly attacking the guest. For example, say: “I notice I can’t talk to you properly when you raise your voice; I’d like us to continue calmly.” This keeps the focus on your observation rather than an accusation. Also, recognise the type of aggression you’re dealing with. Frustration aggression stems from powerlessness and requires a listening ear and genuine empathy. For instrumental aggression, where someone deliberately exerts pressure to achieve something, only sharp boundaries and a businesslike tone work.

If a guest ultimately needs to leave the premises, always follow a fixed step-by-step plan to maintain control. First, clearly warn them about the consequences of their behaviour. Then, issue an ultimatum and, if necessary with a colleague, calmly but firmly escort the guest to the exit. By consistently following these steps, you prevent an incident from spoiling the atmosphere for the rest of your guests.

Why targeted training is essential for your team

Investing in your team is the smartest way to safeguard the quality and atmosphere of your establishment. Targeted training in dealing with unacceptable behaviour significantly boosts your employees’ confidence. When they have the right tools to prevent escalations, they feel more secure. This directly leads to lower staff turnover and less absenteeism, which is essential for your continuity in the current labour market. Moreover, this allows you to comply with the Working Conditions Act, which requires you as an entrepreneur to have an active policy against psychosocial workload.

In addition to the Working Conditions Act, the Alcohol Act also sets specific requirements for social safety in your establishment. For a complete overview of these legal frameworks, we kindly refer you to our comprehensive blog on social hygiene. Thanks to WTOL Academy’s modern e-learning options, you don’t have to struggle with complex schedules. Your team can follow the course material at times that suit them, keeping the threshold for professionalisation low and making the impact on the workplace immediately noticeable.

The link between social hygiene and safety

Knowledge of social hygiene forms the foundation for a safe environment where hospitality and boundaries go hand in hand. It enables your staff to recognise risky behaviour at an early stage and correct it professionally. By offering training in dealing with unacceptable behaviour, you fulfil your duty of care as an employer in an inspiring way. You create a culture where professional competence is the standard. For business owners looking to understand the rigorous standards of professional safety training, the curriculum at Optimal Security serves as a valuable benchmark for security education. This way, you not only prevent unpleasant incidents and fines but also build a team that is proud of their craftsmanship and the safety of their workplace.

Build a safe future for your team today

A safe working environment begins with setting clear boundaries and strengthening your staff’s resilience. By not tolerating unacceptable behaviour and equipping your team with the right de-escalation techniques, you create a stable foundation for hospitality and professionalism. After all, a professional approach to dealing with unacceptable behaviour is an essential part of modern mastery in hospitality.

With our SVH-recognised diplomas and practical approach by real hospitality experts, we ensure that your employees stand confidently in the workplace. Thanks to our flexible e-learning options, professionalisation is also easier than ever to schedule. View our training courses for a socially safe hospitality environment and invest in a working climate where everyone feels valued. Your team deserves a place where passion for the profession can flourish undisturbed.

Frequently asked questions

What is the definition of unacceptable behaviour according to the Working Conditions Act?

According to the Working Conditions Act, unacceptable behaviour falls under the heading of psychosocial workload (PSA). This includes factors such as sexual harassment, aggression, violence, and bullying in the workplace that cause stress. It refers to any form of behaviour that directly affects the safety, health, or well-being of employees. As an employer, you are legally obliged to implement a policy that protects your team against these risks.

How can I prevent unacceptable behaviour in the workplace?

Prevention begins with creating an open culture where your team dares to address each other. Establish clear house rules and ensure everyone consistently enforces them. You also achieve effective dealing with unacceptable behaviour by investing in training courses that teach employees to recognise early warning signs. Hospitality acts as a powerful preventative measure to keep the atmosphere positive and manageable.

Is training in dealing with unacceptable behaviour mandatory in hospitality?

Whilst a specific training course isn’t literally mandated by law for every company, the Working Conditions Act does oblige you to implement an active PSA policy. Furthermore, from 1 July 2026, organisations with ten or more employees must have a formal code of conduct. Targeted training is the most effective way to fulfil this duty of care and demonstrate that your employees are professionally prepared for difficult situations.

What should I do if a guest harasses my staff?

Intervene immediately and let your employee know that you unconditionally support them. Safety always takes precedence over the revenue from a table. Use de-escalation techniques by calmly but firmly setting boundaries. If the guest continues to violate the house rules, ask them to leave the premises. Afterwards, record the incident in a logbook to continuously improve your policy for dealing with unacceptable behaviour.