TIPS Crisis Communication & Conflict Resolution 2

Question 1

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

Accepted Answer

Avoid matching the patron's tone and remain calm

Answer

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

Question 2

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

Accepted Answer

Active listening / reflective listening

Answer

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

Question 3

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

Accepted Answer

Move the conversation to a quieter, private area if possible

Answer

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

Question 4

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

Accepted Answer

Allowing the patron to back down without humiliation

Answer

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

Question 5

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

Accepted Answer

Open palms visible, angled slightly to the side

Answer

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

(TIPS) Training for Intervention Procedures Certified Practice Test