Refusing Service Procedures Flashcards

What is the concept of 'progressive intervention' in alcohol service?

Answer: A graduated approach that moves from slowing service to offering alternatives to cutting off, based on increasing intoxication signs

Progressive intervention is a graduated approach: first slow service and offer food, then suggest non-alcoholic alternatives, then if signs worsen, cut off service. This allows for early intervention before full intoxication.

How should a server handle a patron who claims they are 'not driving' when being cut off?

Answer: Explain that the cut-off is about their wellbeing, not just driving, as over-service is illegal regardless of transportation plans

The legal obligation to refuse service to intoxicated persons applies regardless of their transportation plans. Over-service is illegal because of the many risks of intoxication beyond impaired driving.

What training technique helps servers practice refusal scenarios?

Answer: Role-playing exercises that simulate various refusal situations with different patron behaviours

Role-playing is the most effective training technique for refusal scenarios. It allows servers to practice language, body language, and responses to various patron reactions in a safe environment.

What is the server's responsibility if a cut-off patron falls asleep in the establishment?

Answer: Monitor them for signs of medical emergency, attempt to wake them, and if necessary call emergency services

A patron who falls asleep after being cut off may be experiencing alcohol poisoning. The server should monitor breathing, attempt to wake them, and call emergency services if they cannot be roused or show signs of distress.

Why is it important to use 'I' statements rather than 'you' statements when refusing service?

Answer: 'I' statements ('I am unable to serve more alcohol') are less accusatory than 'you' statements ('You are drunk'), reducing defensiveness

'I' statements focus on the server's obligation rather than accusing the patron, reducing defensiveness. 'I'm not able to serve more alcohol' is less confrontational than 'You've had too much to drink.'

What should a server do if a cut-off patron's group becomes hostile?

Answer: Disengage, seek backup from colleagues or management, and call security or police if safety is threatened

If a group becomes hostile, the server should disengage from the confrontation, immediately seek backup from managers or security, and call police if there is a credible threat to safety.