Smart Serve Ontario Intervention Techniques

Question 1

What is the first step a server should take when they identify a patron showing signs of intoxication?

Accepted Answer

Slow down or stop alcohol service, offer water and food, and notify management

Answer

The first response to emerging signs of intoxication should be to slow or stop alcohol service, offer alternatives like water and food, and inform management so they can support the situation.

Question 2

What communication technique is most effective when approaching an intoxicated patron?

Accepted Answer

Speaking calmly, using simple language, maintaining a non-confrontational tone, and showing empathy

Answer

Calm, simple, empathetic communication is most effective with intoxicated individuals. Complex or aggressive communication is likely to escalate the situation.

Question 3

What is the 'buddy system' approach in intervention?

Accepted Answer

Having a second staff member present as support when approaching an intoxicated patron

Answer

The buddy system involves having a second staff member present or nearby when approaching an intoxicated patron. This provides support, acts as a witness, and enhances safety for the intervening server.

Question 4

When should a server involve management in an intervention with an intoxicated patron?

Accepted Answer

As early as possible — management should be notified when signs of intoxication are first identified

Answer

Management should be notified early in the process so they can support the server, prepare for potential escalation, and ensure the situation is handled according to the establishment's policies.

Question 5

What is the best approach to arrange safe transportation for an intoxicated patron?

Accepted Answer

Offer to call a taxi, ride-share, or help contact a friend or family member to provide a safe ride

Answer

Proactively offering to arrange safe transportation — through taxi, ride-share, or contacting the patron's friends or family — is a key responsibility and helps fulfill the establishment's duty of care.

Smart Serve Practice Test

Smart Serve Practice Test

Smart Serve Ontario Intervention Techniques