Smart Serve Ontario Intervention Techniques 3

Question 1

What is the 'I' statement technique used in interventions?

Accepted Answer

Using phrases like 'I am concerned about your safety' rather than 'You are too drunk', to reduce defensiveness

Answer

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?

Accepted Answer

Discreetly speak with the sober group members, explain the situation, and enlist their help in monitoring and supporting the intoxicated member

Answer

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?

Accepted Answer

Err on the side of caution — slow down service, observe more carefully, and consult with management

Answer

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?

Accepted Answer

Open, non-threatening body language (no crossed arms, maintaining appropriate distance, calm gestures) helps de-escalate the situation

Answer

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?

Accepted Answer

Gently wake them, assess their condition, offer water, and help arrange safe transportation home. If they cannot be roused, call emergency services

Answer

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.

Smart Serve Practice Test

Smart Serve Practice Test

Smart Serve Ontario Intervention Techniques 3