There are various techniques licensees and RSA staff can use when refusing service or entry including:
- Introduce yourself to the person and tell them your name and your role, and ask their name.
- Approach the person in a friendly and respectful manner. Patronising or authoritarian attitudes can often evoke anger and make the person aggressive – this is a common response to threats to one’s dignity and self-respect. Try not to speak to the person in front of others.
- When talking to the person, use their name; use slow, distinct speech; use short, simple sentences; avoid emotion and involved discussions; use appropriate eye contact; and adjust speaking pace to match that of the patron’s.
- Provide a clear statement that by law – they cannot be served another drink or allowed to remain in the venue.
- Give a clear instruction to the person that they must leave the premises. If necessary guide them to the exit, ensuring that they have all their personal possessions with them.
- Suggest alternative and safe transport home, such as calling a friend, relative or a taxi.
- Notify the manager/licensee/supervisor or security.
- Enter any incidents relating to refusal in the venue’s incident register.
- If considered necessary, the management may consider imposing a short-term ban.