TIPS Communication & Client Relations 2 — Questions and Answers
Question 1: A guest at your establishment appears to be intoxicated and becomes verbally aggressive when you decline to serve them another drink. What is the best initial response?
- Call the police immediately
- Remain calm, lower your voice, and speak slowly to de-escalate (Correct answer)
- Match the guest's energy to assert authority
- Ignore the guest until they calm down
Correct answer: Remain calm, lower your voice, and speak slowly to de-escalate
Remaining calm and using a quiet, slow voice helps de-escalate tension rather than inflaming the situation.
Question 2: When communicating a service refusal to an intoxicated guest, which approach is most effective?
- Explain the refusal loudly so other guests hear and understand
- Use 'I' statements and offer an alternative such as water or food (Correct answer)
- Tell the guest they are obviously drunk
- Ask the guest to leave without explanation
Correct answer: Use 'I' statements and offer an alternative such as water or food
Using 'I' statements and offering alternatives keeps the conversation respectful and reduces confrontation.
Question 3: A guest's companion asks you not to cut off their friend because 'they're fine.' How should you respond?
- Agree and continue serving since the companion vouches for them
- Politely explain that you are responsible for everyone's safety and must follow your judgment (Correct answer)
- Ignore the companion and walk away
- Ask a manager only if the companion becomes loud
Correct answer: Politely explain that you are responsible for everyone's safety and must follow your judgment
Server responsibility for safe alcohol service cannot be delegated to a guest's companion, and explaining this respectfully maintains client relations.
Question 4: Which nonverbal communication technique best conveys respect when refusing service to an intoxicated guest?
- Crossing your arms to show authority
- Pointing at the guest while explaining the policy
- Maintaining neutral eye contact and an open posture (Correct answer)
- Turning your back after delivering the refusal
Correct answer: Maintaining neutral eye contact and an open posture
Neutral eye contact and open posture signal respect and openness without appearing threatening or dismissive.
Question 5: A customer shows signs of intoxication but insists they only had 'one drink.' How should you handle this claim?
- Accept the claim and resume service since the customer knows best
- Apologize and serve one more drink to avoid conflict
- Focus on observable behavior and signs of intoxication rather than the reported number of drinks (Correct answer)
- Ask all other guests at the table how many drinks the person had
Correct answer: Focus on observable behavior and signs of intoxication rather than the reported number of drinks
TIPS training emphasizes observing behavior and physical signs of intoxication rather than relying on self-reported consumption.
Question 6: When arranging alternative transportation for an intoxicated guest, which communication step is essential?
- Demand that the guest hand over their car keys first
- Inform the guest of the plan and get their agreement before proceeding (Correct answer)
- Call a ride share without telling the guest to avoid argument
- Tell the guest's friends to handle it and walk away
Correct answer: Inform the guest of the plan and get their agreement before proceeding
Involving the guest in the plan maintains dignity and is more likely to result in a cooperative, safe outcome.
Question 7: A group of customers is getting loud and one appears intoxicated. What should you do before approaching the table?
- Observe and mentally note the specific behaviors you will address (Correct answer)
- Send a less experienced coworker to handle the situation
- Immediately announce last call for the whole establishment
- Post a note on the table about the alcohol policy
Correct answer: Observe and mentally note the specific behaviors you will address
Observing specific behaviors first allows you to communicate clearly and factually when you approach the table.
TIPS Communication & Client Relations 2
A guest at your establishment appears to be intoxicated and becomes verbally aggressive when you decline to serve them another drink.
What is the best initial response?