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

Empathetic listening involves phrases like 'I understand you're frustrated' while maintaining the service decision. This validates the patron's feelings without compromising responsible service.

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

When verbal aggression occurs, the server should remain calm, not escalate by matching the patron's energy, maintain safe physical distance, and immediately summon management or security assistance.

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

The broken record technique involves calmly and consistently repeating the key message (e.g., 'I am unable to serve you more alcohol') without being drawn into debates or arguments about the decision.

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

Security or police should be called when physical safety is at risk, including physical aggression, threats, or refusal to vacate the premises when asked. Safety of staff and patrons always comes first.

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

Thorough documentation should include date, time, names of staff involved, specific observations of intoxication, all actions taken, the patron's response, the outcome, and how the patron departed. This should be completed as soon as possible while details are fresh.

Smart Serve Practice Test

Smart Serve Practice Test

Smart Serve Ontario Intervention Techniques 2