SIR Refusing Service Procedures 2 — Questions and Answers
Question 1: Why is it important to avoid using judgmental language when refusing service?
- It is not important; direct language works best
- Judgmental language can embarrass the patron, escalate the situation, and lead to confrontation (Correct answer)
- Patrons prefer judgmental language as it is more honest
- Judgmental language is only a problem with certain demographics
Correct answer: Judgmental language can embarrass the patron, escalate the situation, and lead to confrontation
Judgmental language like 'you're drunk' can embarrass the patron, damage their dignity, and escalate the situation into a confrontation. Neutral, respectful language like 'I'm unable to serve more alcohol' is more effective.
Question 2: What is the 'broken record' technique in refusing service?
- Playing music to distract the patron
- Calmly repeating the same refusal message without being drawn into arguments or justifications (Correct answer)
- Recording the incident on camera
- Asking the patron to repeat themselves
Correct answer: Calmly repeating the same refusal message without being drawn into arguments or justifications
The broken record technique involves calmly and consistently repeating the same refusal statement without being drawn into arguments or negotiations. It shows firmness while avoiding escalation.
Question 3: When is it appropriate to involve security or police during a refusal of service?
- Immediately, before speaking to the patron
- When the patron becomes threatening, violent, or refuses to leave after being asked (Correct answer)
- Only if the patron damages property
- Never, the server should handle all situations alone
Correct answer: When the patron becomes threatening, violent, or refuses to leave after being asked
Security or police should be involved when a patron becomes threatening, physically aggressive, or refuses to leave after being asked. Staff safety should never be compromised by attempting to handle dangerous situations alone.
Question 4: What documentation should be completed after a significant refusal of service incident?
- No documentation is needed
- An incident report including time, patron description, signs observed, actions taken, and witnesses (Correct answer)
- Only a note in the cash register
- A social media post about the incident
Correct answer: An incident report including time, patron description, signs observed, actions taken, and witnesses
A detailed incident report should include the date and time, description of the patron, specific signs of intoxication observed, actions taken by staff, how the patron responded, and names of witnesses.
Question 5: How should a server handle a refusal of service when the patron's friends become involved?
- Refuse to speak to anyone except the intoxicated patron
- Address the friends calmly, explain the situation, and ask for their help in arranging safe transportation (Correct answer)
- Cut off the entire group
- Leave the situation to the friends entirely
Correct answer: Address the friends calmly, explain the situation, and ask for their help in arranging safe transportation
Friends can be valuable allies in a cut-off situation. Speaking to them calmly, explaining concerns, and asking for their help in supporting the patron and arranging transportation often resolves the situation more smoothly.
Question 6: What is the legal liability for a server who continues to serve an obviously intoxicated patron?
- No personal liability
- Personal liability for any harm that results, including fines and potential civil or criminal charges (Correct answer)
- Liability only if the patron drives
- Liability only if the patron is injured on the premises
Correct answer: Personal liability for any harm that results, including fines and potential civil or criminal charges
Servers who continue to serve obviously intoxicated patrons face personal legal liability for resulting harm, including fines under the Liquor Control Act and potential civil or criminal liability for injuries or damage caused by the patron.
SIR Refusing Service Procedures 2
Why is it important to avoid using judgmental language when refusing service?