If you serve alcohol to members of the public, are you aware of the appropriate process in managing patrons who are intoxicated?
Whether you are working at the bar in a music festival or at a trendy city bar or club, you must know when to draw the line when serving alcohol to intoxicated patrons and be prepared to refuse them service. Here are some key steps you can take to ensure that customers are handled appropriately without inciting abusive or aggressive behaviour.
- Always show patience and respect to the person you are dealing with, no matter their level of intoxication.
- Think about what you are going to say before you talk.
- Speak loudly so that they are able to hear you clearly.
- Speak slowly. You may have to repeat yourself to ensure that the message has been received.
- Use short and uncomplicated sentences and language.
- Ask the patron only one question at a time, as too many questions at a time can be confusing.
- Remember their personal space and be respectful of that.
- Ask questions if only necessary.
- Smile and come across as happy.
- Use friendly body language.
- Check that they understand what you are saying.
Sometimes it can be a challenge
Intoxicated patrons can be difficult to communicate with but, by using and implementing the above methods of communication, the process should hopefully be easier. Always keep in mind that the person you are dealing with is a customer and, similar to any other patron, deserves respect no matter the circumstances. Also, bear in mind that intoxicated persons can become aggravated quickly and, to keep the conversation calm, you yourself have to stay calm at all times – to ensure that the patron feels comfortable.
If you want to learn more about how to deal with intoxicated persons, we recommend you complete CTA Training Specialist’s RSA online here.