Smart Serve Ontario Intervention Techniques 2

Question 1

What de-escalation technique involves acknowledging the patron's feelings without agreeing with their demands?

Accepted Answer

Empathetic listening — validating their emotions while maintaining the decision

Answer

Confrontation

Answer

Ignoring them until they calm down

Answer

Agreeing to everything they say

Question 2

What should a server do if an intoxicated patron becomes verbally aggressive?

Accepted Answer

Remain calm, maintain a safe distance, avoid matching their energy, and call for management or security support

Answer

Argue back to assert authority

Answer

Leave the area and ignore the patron

Answer

Challenge the patron to leave

Question 3

What is the 'broken record' technique in intervention?

Accepted Answer

Calmly repeating the same message in slightly different ways without being drawn into arguments

Answer

Playing the same song repeatedly

Answer

Breaking a glass to get attention

Answer

Recording the conversation for evidence

Question 4

When should security or police be called during an intervention?

Accepted Answer

When a patron becomes physically aggressive, threatens staff or other patrons, or refuses to leave after being asked

Answer

Whenever any patron is cut off

Answer

Only if damage exceeds $500

Answer

Never — it is bad for business

Question 5

How should an incident involving an intoxicated patron be documented?

Accepted Answer

Record the date, time, staff involved, what was observed, actions taken, and the outcome, as soon as possible after the incident

Answer

No documentation is necessary

Answer

Only take a photo of the patron

Answer

Write a brief note on a napkin

Question 6

What is the proper way to physically intervene if an intoxicated patron is about to drive?

Accepted Answer

Never physically restrain a patron — instead, strongly encourage alternatives, offer to call a cab, and if necessary, call police

Answer

Physically restrain them and take their keys

Answer

Block their car with your own vehicle

Answer

Let them drive as it is their choice