Crisis Communication & Conflict Resolution 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 Crisis Communication & Conflict Resolution flashcards as text
Which of the following scenarios calls for IMMEDIATE involvement of law enforcement rather than a verbal TIPS intervention?
Answer: A patron threatening another guest with a weapon
A weapon threat represents an immediate physical safety risk that exceeds the scope of TIPS verbal intervention.
In a conflict situation, a TIPS-trained server should maintain a distance of approximately how far from an agitated patron?
Answer: At least 1.5 to 3 feet to provide personal space without appearing distant
A distance of 1.5 to 3 feet respects personal space and reduces the patron's feeling of being physically challenged.
Which type of question is MOST effective in de-escalating a hostile patron according to TIPS communication principles?
Answer: Open-ended questions that invite the patron to express their concerns
Open-ended questions give the patron agency and reduce defensiveness, which is central to TIPS de-escalation.
A patron's friend offers to drive them home after they have been cut off. The TIPS-trained server should:
Answer: Assess whether the friend also appears intoxicated before endorsing the plan
TIPS training requires servers to assess whether the designated driver is also impaired before confirming that the plan is safe.
When documenting an incident after a TIPS intervention, what information is MOST critical to record?
Answer: The patron's appearance, observable behaviors, time, and actions taken
Objective documentation of observable behaviors, time, and actions protects the establishment legally and supports TIPS best practices.
A patron who was cut off returns to the establishment the following night. According to TIPS principles, the server should:
Answer: Communicate the prior incident to staff and monitor the patron's consumption closely
Team communication about prior incidents allows for informed monitoring and early intervention if needed.
Which of the following is a key reason TIPS discourages using negative or judgmental language when refusing service?
Answer: Judgmental language escalates conflict and damages the patron's dignity
Judgmental language triggers defensiveness and can escalate a manageable situation into a confrontation.
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