Communication & Client Relations Flashcards

A pregnant guest orders an alcoholic beverage. According to TIPS guidelines, what is the appropriate response?

Answer: Treat the guest as you would any adult and use professional judgment; do not assume or lecture

TIPS guidelines do not authorize servers to refuse service based on pregnancy; servers should apply the same responsible service standards as for any adult guest.

What is the primary goal of TIPS communication training when dealing with potentially intoxicated guests?

Answer: To prevent alcohol-related problems through early intervention and respectful communication

TIPS focuses on early, respectful intervention to prevent over-service and its associated harms.

When a guest becomes angry after a refusal and other patrons are watching, what communication strategy helps most?

Answer: Move the conversation to a less public area if possible to reduce the guest's embarrassment

Reducing public visibility of the interaction decreases the guest's need to 'save face' and can lower tension significantly.

A guest says, 'I'll sue you if you don't serve me.' What is the most appropriate response?

Answer: Calmly restate your decision, offer to involve management, and do not engage with the threat

Threats of legal action should not alter a responsible service decision; calmly restating your position and offering management involvement is the appropriate response.

Which communication style is recommended when checking in on a table where one guest may be approaching their limit?

Answer: Address the individual privately and offer water or food as a natural check-in

A private, low-key check-in with an offer of food or water is proactive and preserves the guest's dignity.

After refusing service to a guest, you overhear them making derogatory comments about you to their friends. What should you do?

Answer: Ignore the comments and continue monitoring the situation professionally

Engaging with negative comments escalates the situation; maintaining professionalism and monitoring is the appropriate response.

What should a TIPS-certified professional do if they feel physically unsafe while refusing service to a guest?

Answer: Immediately signal for backup from security or management and distance themselves from the guest

Personal safety takes priority; signaling for support and creating distance is the correct action when physical threat is perceived.