Smart Serve Ontario Intervention Techniques 4 — Questions and Answers
Question 1: What is the role of door staff or bouncers in the intervention process?
- They only check IDs at the door
- They are the first line of screening and last line of support — assessing sobriety at entry and assisting with safe departures (Correct answer)
- They have no role in alcohol service decisions
- They should physically remove anyone who is intoxicated
Correct answer: They are the first line of screening and last line of support — assessing sobriety at entry and assisting with safe departures
Door staff play a crucial dual role: preventing intoxicated individuals from entering and supporting the safe exit of patrons who become intoxicated. They are integral to the overall responsible service system.
Question 2: What should a server do if a patron they have cut off orders drinks through another server?
- Let the other server handle it
- Communicate the cut-off to all staff immediately so the decision is enforced consistently across the team (Correct answer)
- Serve the patron since a different server is handling it
- Report the patron to police
Correct answer: Communicate the cut-off to all staff immediately so the decision is enforced consistently across the team
Communication among all staff is essential. When a patron is cut off, every server and bartender must be informed immediately to prevent the patron from circumventing the decision by ordering through someone else.
Question 3: What is the best timing for an intervention with a patron who is becoming intoxicated?
- Wait until they are clearly drunk
- Intervene early when you first notice changes from baseline behaviour, before the patron reaches obvious intoxication (Correct answer)
- Wait until other patrons complain
- Only intervene at closing time
Correct answer: Intervene early when you first notice changes from baseline behaviour, before the patron reaches obvious intoxication
Early intervention is always more effective and less confrontational than waiting until a patron is obviously intoxicated. Addressing the situation during the early warning signs prevents escalation.
Question 4: How should the establishment handle a situation where an intoxicated patron left their car and took a cab, but returns later for the car?
- Give them their keys immediately
- If the patron still appears intoxicated, advise against driving and offer to arrange another ride or suggest they return later when sober (Correct answer)
- It is not the establishment's concern at that point
- Ask them to prove sobriety before returning keys
Correct answer: If the patron still appears intoxicated, advise against driving and offer to arrange another ride or suggest they return later when sober
The duty of care extends to this situation. If a patron returns for their vehicle while still appearing intoxicated, staff should advise against driving and offer alternative transportation again.
Question 5: What is the proper procedure when two intoxicated patrons begin arguing with each other?
- Let them resolve it themselves
- Separate the patrons calmly, involve security if needed, cut off both patrons' alcohol service, and have management assess whether either should be asked to leave (Correct answer)
- Ask them to take it outside
- Serve them both another drink to calm them down
Correct answer: Separate the patrons calmly, involve security if needed, cut off both patrons' alcohol service, and have management assess whether either should be asked to leave
When intoxicated patrons are in conflict, immediate separation is important. Alcohol service should stop for both, security should be involved, and management should determine the best course of action to ensure safety.
Question 6: What role does empathy play in the intervention process?
- Empathy is unprofessional in these situations
- Genuine empathy helps the patron feel respected and cared for rather than judged, making them more likely to cooperate with the intervention (Correct answer)
- Empathy only applies to sober patrons
- Empathy means agreeing with the patron's perspective
Correct answer: Genuine empathy helps the patron feel respected and cared for rather than judged, making them more likely to cooperate with the intervention
Showing genuine empathy — demonstrating that the decision comes from concern for the patron's wellbeing — significantly increases the likelihood of cooperation and reduces confrontation.
Smart Serve Ontario Intervention Techniques 4
What is the role of door staff or bouncers in the intervention process?