Crisis Communication & Conflict Resolution Flashcards

When a patron becomes verbally aggressive at a bar, the TIPS-trained server's FIRST priority should be to:

Answer: Avoid matching the patron's tone and remain calm

Remaining calm and not escalating the tone is the foundational first step in TIPS crisis communication.

Which communication technique involves restating what an agitated patron said in your own words to confirm understanding?

Answer: Active listening / reflective listening

Reflective listening demonstrates empathy and helps de-escalate by making the patron feel heard.

A customer is upset that service was cut off and starts raising their voice. The most effective TIPS response is to:

Answer: Move the conversation to a quieter, private area if possible

Moving to a quieter space reduces public embarrassment and audience escalation, which are key TIPS de-escalation strategies.

In TIPS training, what does 'face-saving' refer to in conflict resolution?

Answer: Allowing the patron to back down without humiliation

Face-saving allows a patron to de-escalate without feeling publicly embarrassed, making compliance more likely.

Which body language cue signals an open, non-threatening stance during a conflict with a patron?

Answer: Open palms visible, angled slightly to the side

Open palms and an angled stance communicate non-aggression and reduce the patron's perceived threat level.

A team member disagrees with your decision to cut off a patron. According to TIPS principles, you should:

Answer: Support each other publicly and discuss disagreements privately

TIPS emphasizes team solidarity in the moment; conflicting messages to a patron undermine intervention effectiveness.

When a patron claims 'I'm not even drunk' after being cut off, the best TIPS-aligned response is to:

Answer: Acknowledge their feelings and calmly explain your responsibility

Acknowledging the patron's perspective while calmly stating your legal and ethical responsibility avoids escalation.