Communication & Client Relations Flashcards

A guest at your establishment appears to be intoxicated and becomes verbally aggressive when you decline to serve them another drink. What is the best initial response?

Answer: Remain calm, lower your voice, and speak slowly to de-escalate

Remaining calm and using a quiet, slow voice helps de-escalate tension rather than inflaming the situation.

When communicating a service refusal to an intoxicated guest, which approach is most effective?

Answer: Use 'I' statements and offer an alternative such as water or food

Using 'I' statements and offering alternatives keeps the conversation respectful and reduces confrontation.

A guest's companion asks you not to cut off their friend because 'they're fine.' How should you respond?

Answer: Politely explain that you are responsible for everyone's safety and must follow your judgment

Server responsibility for safe alcohol service cannot be delegated to a guest's companion, and explaining this respectfully maintains client relations.

Which nonverbal communication technique best conveys respect when refusing service to an intoxicated guest?

Answer: Maintaining neutral eye contact and an open posture

Neutral eye contact and open posture signal respect and openness without appearing threatening or dismissive.

A customer shows signs of intoxication but insists they only had 'one drink.' How should you handle this claim?

Answer: Focus on observable behavior and signs of intoxication rather than the reported number of drinks

TIPS training emphasizes observing behavior and physical signs of intoxication rather than relying on self-reported consumption.

When arranging alternative transportation for an intoxicated guest, which communication step is essential?

Answer: Inform the guest of the plan and get their agreement before proceeding

Involving the guest in the plan maintains dignity and is more likely to result in a cooperative, safe outcome.

A group of customers is getting loud and one appears intoxicated. What should you do before approaching the table?

Answer: Observe and mentally note the specific behaviors you will address

Observing specific behaviors first allows you to communicate clearly and factually when you approach the table.