Crisis Communication & Conflict Resolution Flashcards

During a TIPS intervention, a patron's companion becomes hostile on the patron's behalf. The best response is to:

Answer: Acknowledge the companion's concern and calmly involve them in finding a safe solution

Involving the companion as part of the solution uses their relationship with the patron as a de-escalation resource.

Which of the following best illustrates the TIPS principle of 'switching servers' during a conflict?

Answer: Assigning a different server to continue service after a tense refusal to reduce friction

Switching servers can reset the dynamic and reduce the personal conflict between a patron and the original server.

A patron is showing signs of intoxication but has not yet ordered another drink. According to TIPS proactive communication, the server should:

Answer: Proactively offer food, water, or non-alcoholic options before the patron asks for more alcohol

Proactive intervention before the next order is easier and less confrontational than refusing an order that has already been placed.

Which element of verbal communication carries the MOST weight in de-escalating a conflict according to communication research cited in TIPS training?

Answer: Tone of voice and manner of speaking

Research consistently shows that tone of voice has a greater impact on perceived intent and conflict resolution than the literal words used.

A patron who was refused service makes a formal complaint to management the next day. The server's documentation from the incident is valuable because:

Answer: It provides an objective record of observable behaviors and actions taken that supports the server's decision

Objective incident documentation supports the server's professional judgment and protects the establishment against liability claims.

In TIPS conflict resolution, 'deflection' is best described as:

Answer: Redirecting a patron's focus away from the conflict by introducing a neutral topic or request

Deflection shifts attention away from the point of conflict, allowing tension to dissipate without direct confrontation.

Why is it important for all staff members—not just servers—to receive TIPS training in crisis communication?

Answer: A consistent team response across all roles prevents conflicting messages that could escalate a situation

Team-wide TIPS training ensures a unified, consistent approach that prevents patrons from exploiting inconsistencies between staff members.