Focus
Q. What is the second step of the intervention model?
In Roberts Seven Stage Crisis Intervention Model the second step is to make mental contact and quickly create a collaborative relationship. You are decided to connect psychologically with the person in crisis. The next step will be to identify the problems the individual is experiencing.
Q. What are the steps of the intervention model?
The stages are: engagement, assessment, planning, intervention, evaluation, and termination.
Q. Why is it important to call for assistance if a customer is not cooperative?
Answer: It buys you time and provides a second outlet for the problem guest. Explanation: Often when a professional encounters a non-cooperative guest, he or she must employ strategies that control the troubled guest and maintain the safety of the professional and other guests.
Q. Why is it important to speak clearly and directly to your customers?
Speaking clearly and effectively is important for customers to walk away without questions and to leave no room for error in communication. Using all these skills helps the customer understand you and your company, as well as respect it and maintain a relationship.
Q. Why is it important to offer your guest a reason for your actions?
Why is it important to offer to your guests a reason for your actions? Guests deserve the right to counter-argue with you. Guests are more likely to cooperate if they understand why you are doing something. You want to avoid blame for the decision at all costs.
Q. What are four intoxication factors?
DRINKING | The Body
- Amount of Alcohol & Speed of Consumption. The more alcohol and/or the shorter the time period, the higher the Blood Alcohol Content (BAC).
- Biological / Genetic Risk.
- Ethnicity.
- Gender.
- Body Size and Composition.
- Stomach Content.
- Dehydration.
- Carbonated Beverages.
Q. How does tolerance affect a person’s behavioral cues?
A customer’s BAC level can be different each time he or she drinks. Intoxication rate factors affect how quickly the BAC level rises. The higher the BAC level, the more behavioral cues your are likely to see. Tolerance has no impact on a patron’s BAC level.
Q. How do you manage intoxicated people?
Managing an intoxicated person
- use the person’s name (if known)
- speak clearly and ask simple questions.
- be firm but non-threatening.
- talk slowly and gently.
- adjust your pace to theirs.
- keep eye contact (where culturally appropriate)
- keep instructions brief and clear.
- avoid information overload but repeat when necessary.
Q. What are the five signs of intoxication?
frequency of drinking.
- Speech. Incoherent, rambling and slurring.
- Behaviour. Rude, offensive, overly friendly, annoying, confused, aggressive, violent and inappropriate.
- Balance. Unsteady on feet, staggering and swaying.
- Coordination.
Q. How can you tell if someone is intoxicated?
To gauge another person’s level of intoxication, try looking for the following signs:
- a loss of coordination, such as stumbling or swaying.
- flushing of the face.
- bloodshot eyes.
- louder speech than usual.
- slurred speech.
- damp or clammy skin.
- mood swings or personality changes, such as aggression or depression.
- drowsiness.
Q. How do you stop intoxication?
Strategies include monitoring, offering alternatives and implementing restrictions on the service of alcohol. Monitoring can include: employing responsible service of alcohol (RSA) marshals to monitor patrons and consumption levels and alert other staff when necessary.
Q. What are 3 signs of intoxication?
Signs of Intoxication
- Staggers, sways while attempting to stand still; holding on to bar, chair, etc.
- Loss of train of thought (stops talking in mid-sentence)
- Stands with feet wide apart for balance.
- Leans against structure for support.
- Fumbles with wallet or money.
- Slurred speech or speaking very slowly and deliberately.
Q. What are the 7 stages of intoxication?
The stages of alcohol intoxication are:
- Sobriety, or subclinical intoxication.
- Euphoria.
- Excitement.
- Confusion.
- Stupor.
- Coma.
- Death.
Q. What food is more effective at slowing intoxication?
Snacking on protein-rich foods like eggs before drinking alcohol can help slow the emptying of your stomach and delay alcohol absorption ( 2 , 3 ). Plus, protein is the most filling macronutrient, keeping you feeling fuller for longer, which can reduce your risk of alcohol-induced food binges later in the night ( 4 ).
Q. How do you avoid over service?
How to avoid over-servicing clients! Advice from an expert…
- Plan, plan and plan!
- Focus on what is going to deliver real business value.
- Track your time and share it with your clients – that way you can focus on what’s most important and what can be scaled back.
- Learn to say no.
- Reward your teams when they do over-service.
Q. Does eating food slow down alcohol absorption?
Having food in your stomach will help slow the processing of alcohol. A person who has not eaten will hit a peak BAC typically between 1/2 hour to two hours of drinking. A person who has eaten will hit a peak BAC typically between 1 and 6 hours, depending on the amount of alcohol consumed.
Q. What is likely the best strategy to use when informing patrons that service will be stopped due to intoxication?
Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol. Do point to posters/signs behind the liquor service point to reinforce your decision. Do offer (if appropriate) non-alcoholic beverages instead, or to phone a taxi or a friend to drive them home.
Q. What are the 4 main reasons for refusal of service?
Refusal of service
- law requires it (e.g. if the person is a minor or unduly intoxicated or disorderly)
- safety of the patron is in jeopardy (i.e. from the consumption of liquor)
- safety of others is in jeopardy (i.e. from the consumption of liquor by a particular patron)
- licensee considers it warranted (provided it is not discriminatory).
Q. What happens if a patron refuses to leave?
If they fail to comply, they will commit an offence. A maximum fine of $5,500 applies.
Q. What is the first step toward preventing intoxication?
Encourage patrons to stop drinking or consume non-alcoholic drinks before they reach the point of undue intoxication. Lower the entertainment noise level to allow patrons to talk; this slows down drinking. Have bar staff assess patrons each time they are served.
Q. How many drinks can you serve in an hour?
one drink
Q. When should you refuse service?
Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol. Do point to posters/signs behind the liquor service point to reinforce your decision. Do explain the reason for refusal of service (e.g. continued bad language, inappropriate behaviour).
Q. What are the three tips to remember when dealing with an intoxicated person?
How to Handle Intoxicated Guests
- Stay calm.
- Don’t argue with the intoxicated guest.
- Don’t embarrass the guest, especially in front of other people.
- Invite the problem guest to an area away from other guests, where you can talk.
- Deal with the situation in a calm, friendly way.
- Listen and empathize with your guest.
Q. How do you communicate with an intoxicated guest?
Communicate with Intoxicated Guests
- Remain calm. Don’t get upset with the guest.
- Keep all your statements simple and direct. Get to the point.
- Don’t take any negative remarks personally.
- When communicating, use “I” statements.
- Present some solutions to the problem.
- Avoid touching the guest.
- Get help if help is needed.
Q. Should you let a drunk person sleep?
The blood alcohol concentration (BAC) can rise even when someone has stopped drinking alcohol – this means that “sleeping it off” is not safe; Ensure the intoxicated individual is sleeping on their side with a pillow behind them to prevent them from rolling on their back.
Q. What does unduly intoxicated mean?
Behaviour. A patron who is unduly intoxicated may be acting in an unacceptable or inappropriate manner. The behaviour of an intoxicated person can vary and could include actions such as aggression, sleeping at a bar or table, or vomiting.
Q. What techniques did you use to evaluate the customer’s level of intoxication?
Assess intoxication levels of customers using a number of methods including: ; observation of changes in behaviour ; observation of emotional and physical state of customers ; monitoring noise levels ; monitoring drink orders.
Q. Who is an intoxicated person?
Intoxicated person means a person whose mental or physical functioning is substantially impaired as a result of the use of alcohol or other psychoactive chemicals.
Q. Can an intoxicated person remain on the premises?
252 Allowing intoxication on licensed premises The licensee or a manager of any licensed premises who allows an intoxicated person to be or remain on the licensed premises commits an offence.
