Crisis Communication & Conflict Resolution Flashcards

According to TIPS training, which phrase is LEAST effective when communicating a refusal of service?

Answer: 'You've had enough — we're done here.'

Blunt dismissals like 'we're done here' invite confrontation, while TIPS promotes empathetic, care-based language.

A group of patrons is encouraging an intoxicated friend to keep drinking. The TIPS approach prioritizes:

Answer: Redirecting the group's attention by suggesting food or non-alcoholic options

Redirecting the group with alternative offerings addresses peer pressure without creating confrontation.

Which of the following best describes the 'broken record' technique in TIPS conflict resolution?

Answer: Repeating the same calm refusal message without escalating

The 'broken record' technique involves calmly repeating your position without getting drawn into arguments or justifications.

In TIPS, why is it important to offer an intoxicated patron an alternative such as food or water before cutting off alcohol service?

Answer: It provides a face-saving transition that reduces conflict potential

Offering alternatives gives the patron a dignified way to accept the intervention without feeling singled out.

A patron becomes physical after being refused service. The TIPS-trained response is to:

Answer: Prioritize staff and patron safety and immediately contact law enforcement

Physical confrontations are beyond TIPS intervention scope; staff safety and law enforcement notification are the correct priorities.

What role does 'empathy' play in TIPS crisis communication?

Answer: It helps the server connect with the patron's emotional state to reduce defensiveness

Expressing empathy lowers a patron's defensiveness and makes them more receptive to accepting intervention.

When using TIPS techniques, an intervention is considered successful when:

Answer: The patron accepts the intervention without escalation and a safe outcome is achieved

A successful TIPS intervention results in a safe outcome for the patron and others, regardless of whether the patron admits intoxication.