Communication & Client Relations Flashcards
7 cards from real TIPS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Client Relations flashcards as text
A guest becomes upset and says, 'I spend a lot of money here and you're embarrassing me in front of my friends.' What is the most professional response?
Answer: Acknowledge their feelings while calmly maintaining your decision
Acknowledging feelings validates the guest without reversing a responsible service decision.
In TIPS training, what does it mean to 'slow service' for a guest showing early signs of intoxication?
Answer: Increase the time between drink orders and offer food or water
Slowing service by spacing out orders and offering food or water allows the body more time to process alcohol without an abrupt refusal.
Which statement best demonstrates a TIPS-approved refusal script?
Answer: 'I'm sorry, but I'm not able to serve you any more alcohol tonight. Can I get you some water or food?'
A professional refusal script takes ownership, offers an alternative, and avoids blame or condescension.
How should you communicate with a guest who speaks limited English and may be intoxicated?
Answer: Use simple words, gestures, and visual cues to convey your message clearly
Simple language and nonverbal cues help ensure that a language barrier does not prevent effective communication of a service decision.
A coworker is uncomfortable confronting an intoxicated guest they know personally. What communication approach should you suggest?
Answer: Suggest the coworker ask a colleague to handle the intervention and explain it is a policy matter
Having a colleague step in removes the personal dynamic while ensuring the responsible service duty is fulfilled.
What role does active listening play in managing a client who is upset about being refused service?
Answer: It helps the guest feel heard, which can reduce anger and facilitate a calmer conversation
Active listening validates the guest's perspective and helps de-escalate emotional responses without undermining the service refusal.
When a guest leaves after being refused service and you suspect they plan to drive, what communication step should occur?
Answer: Notify a manager or security and, if necessary, contact law enforcement
Notifying management or law enforcement is the appropriate step when a potentially impaired guest intends to drive.
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