TAM Card Handling Service Refusal 2 — Questions and Answers
Question 1: When refusing alcohol service to an intoxicated patron in Nevada, what should a server do first?
- Call the police immediately
- Inform the patron calmly and privately (Correct answer)
- Ask other patrons for their opinion
- Simply stop bringing drinks without explanation
Correct answer: Inform the patron calmly and privately
TAM training teaches that the server should speak to the patron privately and calmly, explaining why service is being discontinued.
Proper refusal technique under TAM guidelines begins with approaching the patron calmly and privately, away from their group if possible. The server should use a non-confrontational tone, express concern for the patron's wellbeing, and clearly state that they cannot serve additional alcohol. Saying something like 'I'm concerned about your safety' is more effective than accusatory language. This approach reduces the chance of the patron becoming aggressive or embarrassed, which could escalate the situation.
Question 2: Which phrase is most appropriate when cutting off an intoxicated patron?
- You've had too much to drink and need to leave
- I'm not allowed to serve you any more alcohol tonight, but I can get you water or food (Correct answer)
- You're drunk and I'm calling you a cab
- The bartender says no more drinks for you
Correct answer: I'm not allowed to serve you any more alcohol tonight, but I can get you water or food
Offering alternatives like water or food while declining alcohol service is the recommended TAM approach that maintains the patron's dignity.
TAM training emphasizes using 'I' statements and offering alternatives when refusing service. Saying 'I'm not allowed to serve you any more alcohol' removes personal blame and frames it as policy. Offering water, coffee, or food shows continued care for the patron. This technique avoids making the patron feel singled out or embarrassed. Blaming others ('the bartender says') or using accusatory language ('you're drunk') tends to provoke defensive or aggressive reactions.
Question 3: Under Nevada law, when is a server legally required to refuse alcohol service?
- Only when a patron is unconscious
- When a patron appears to be visibly intoxicated (Correct answer)
- Only when a patron is under 21
- Only when management says to stop serving
Correct answer: When a patron appears to be visibly intoxicated
Nevada's dram shop laws and NRS 202.055 require that alcohol not be served to persons who are visibly intoxicated.
Under NRS 202.055, it is unlawful to serve, sell, or furnish alcohol to a person who is visibly intoxicated. This applies to all servers, bartenders, and alcohol sellers in Nevada. Visible intoxication includes observable signs such as slurred speech, unsteady gait, impaired coordination, or aggressive behavior. The server does not need to wait for extreme intoxication. TAM training helps servers recognize early signs so they can cut off service before the patron reaches a dangerous level, which also protects the establishment from liability.
Question 4: What should a server do if a sober friend tries to order drinks for an intoxicated patron?
- Serve the drinks since the ordering person is sober
- Refuse the order if they believe the drinks are for the intoxicated person (Correct answer)
- Ask the sober friend to promise the drinks are for themselves
- Serve the drinks but in smaller portions
Correct answer: Refuse the order if they believe the drinks are for the intoxicated person
Servers must refuse if they have reason to believe the alcohol will be consumed by the intoxicated person, regardless of who places the order.
TAM training teaches that the server's obligation is to prevent alcohol from reaching a visibly intoxicated person, not just to refuse direct orders from that person. If a server reasonably believes that a sober companion is ordering drinks intended for an intoxicated patron, they must refuse the order. This includes situations where friends try to 'help' by ordering on behalf of someone who has been cut off. The establishment can be held liable under Nevada's dram shop laws regardless of who physically placed the order.
Question 5: What is the recommended action if a patron becomes hostile after being refused service?
- Give them one more drink to calm them down
- Remain calm, maintain distance, and alert management or security (Correct answer)
- Argue with them to prove your point
- Threaten to call the police immediately
Correct answer: Remain calm, maintain distance, and alert management or security
TAM training advises remaining calm, not engaging in arguments, maintaining a safe distance, and involving management or security when a patron becomes hostile.
When a patron becomes hostile after a refusal, TAM-trained servers should remain calm and avoid matching the patron's energy or arguing. They should maintain a safe physical distance, avoid blocking the patron's exit path, and immediately alert a manager or security personnel. The server should not attempt to physically restrain the patron. If the situation escalates to the point where there is a threat of violence, calling law enforcement is appropriate. Documentation of the incident, including time, witnesses, and the patron's behavior, should be completed afterward.
Question 6: Why should servers document incidents of service refusal?
- To embarrass the patron later
- To create a legal record that protects the server and establishment (Correct answer)
- Documentation is not necessary for refusals
- Only to report to the health department
Correct answer: To create a legal record that protects the server and establishment
Documenting refusals creates a legal record that demonstrates the establishment and server acted responsibly, providing protection in potential lawsuits.
Incident documentation serves multiple purposes under Nevada alcohol liability law. It provides evidence that the server and establishment recognized intoxication and took appropriate action, which is critical if a lawsuit is filed under dram shop liability. Documentation should include the date, time, patron's observable behavior, what was said during the refusal, witnesses present, and any follow-up actions taken (such as arranging transportation). TAM training stresses that thorough documentation can be the difference between winning and losing a liability case.
TAM Card Handling Service Refusal 2
When refusing alcohol service to an intoxicated patron in Nevada, what should a server do first?