Smart Serve Ontario Intervention Techniques 3 — Questions and Answers
Question 1: What is the 'I' statement technique used in interventions?
- Starting every sentence with the word 'I'
- Using phrases like 'I am concerned about your safety' rather than 'You are too drunk', to reduce defensiveness (Correct answer)
- Identifying yourself by name to the patron
- A technique where only the 'I' in charge can make decisions
Correct answer: Using phrases like 'I am concerned about your safety' rather than 'You are too drunk', to reduce defensiveness
Using 'I' statements ('I am concerned,' 'I need to ensure your safety') rather than 'you' statements ('You are drunk') reduces defensiveness and keeps the focus on care rather than judgment.
Question 2: How should a server handle a large group where one member is intoxicated but others are not?
- Cut off the entire group
- Discreetly speak with the sober group members, explain the situation, and enlist their help in monitoring and supporting the intoxicated member (Correct answer)
- Ignore it since the group will manage itself
- Serve the intoxicated member secretly through friends
Correct answer: Discreetly speak with the sober group members, explain the situation, and enlist their help in monitoring and supporting the intoxicated member
Approaching sober group members discreetly is effective because it avoids embarrassing the intoxicated person, enlists natural allies, and often results in the group self-regulating more effectively.
Question 3: What should a server do if they are unsure whether a patron is intoxicated?
- Continue serving until they are certain
- Err on the side of caution — slow down service, observe more carefully, and consult with management (Correct answer)
- Ask the patron if they are drunk
- Do a breathalyzer test
Correct answer: Err on the side of caution — slow down service, observe more carefully, and consult with management
When in doubt, the cautious approach is always correct. Slowing service, increasing observation, and seeking management's input helps prevent potential over-service while allowing for more assessment time.
Question 4: What is the importance of body language during an intervention?
- Body language does not matter
- Open, non-threatening body language (no crossed arms, maintaining appropriate distance, calm gestures) helps de-escalate the situation (Correct answer)
- Aggressive body language shows authority
- Standing very close to the patron shows confidence
Correct answer: Open, non-threatening body language (no crossed arms, maintaining appropriate distance, calm gestures) helps de-escalate the situation
Body language significantly influences how an intervention is received. Open posture, maintaining safe distance, keeping hands visible, and making calm gestures all signal non-aggression and help de-escalate.
Question 5: What should be done if an intoxicated patron falls asleep in the establishment?
- Let them sleep it off
- Gently wake them, assess their condition, offer water, and help arrange safe transportation home. If they cannot be roused, call emergency services (Correct answer)
- Ask other patrons to wake them
- Cover them with a blanket and check back later
Correct answer: Gently wake them, assess their condition, offer water, and help arrange safe transportation home. If they cannot be roused, call emergency services
A sleeping intoxicated patron could be at risk of alcohol poisoning. They should be gently woken, assessed for their condition, given water, and helped with safe transportation. If unresponsive, emergency services should be called.
Question 6: How should a server handle a patron who becomes intoxicated very quickly after only a few drinks?
- Question whether the patron is faking
- Recognize that rapid intoxication may indicate factors like empty stomach, medication interaction, or pre-existing consumption, and intervene promptly (Correct answer)
- Serve them stronger coffee
- This cannot happen and should be ignored
Correct answer: Recognize that rapid intoxication may indicate factors like empty stomach, medication interaction, or pre-existing consumption, and intervene promptly
Rapid intoxication from few drinks suggests compounding factors such as an empty stomach, medication, pre-arrival drinking, or medical conditions. This requires immediate attention and intervention.
Smart Serve Ontario Intervention Techniques 3
What is the 'I' statement technique used in interventions?