Smart Serve Ontario Intervention Techniques 2 — Questions and Answers
Question 1: What de-escalation technique involves acknowledging the patron's feelings without agreeing with their demands?
- Confrontation
- Empathetic listening — validating their emotions while maintaining the decision (Correct answer)
- Ignoring them until they calm down
- Agreeing to everything they say
Correct answer: Empathetic listening — validating their emotions while maintaining the decision
Empathetic listening involves phrases like 'I understand you're frustrated' while maintaining the service decision. This validates the patron's feelings without compromising responsible service.
Question 2: What should a server do if an intoxicated patron becomes verbally aggressive?
- Argue back to assert authority
- Remain calm, maintain a safe distance, avoid matching their energy, and call for management or security support (Correct answer)
- Leave the area and ignore the patron
- Challenge the patron to leave
Correct answer: Remain calm, maintain a safe distance, avoid matching their energy, and call for management or security support
When verbal aggression occurs, the server should remain calm, not escalate by matching the patron's energy, maintain safe physical distance, and immediately summon management or security assistance.
Question 3: What is the 'broken record' technique in intervention?
- Playing the same song repeatedly
- Calmly repeating the same message in slightly different ways without being drawn into arguments (Correct answer)
- Breaking a glass to get attention
- Recording the conversation for evidence
Correct answer: Calmly repeating the same message in slightly different ways without being drawn into arguments
The broken record technique involves calmly and consistently repeating the key message (e.g., 'I am unable to serve you more alcohol') without being drawn into debates or arguments about the decision.
Question 4: When should security or police be called during an intervention?
- Whenever any patron is cut off
- When a patron becomes physically aggressive, threatens staff or other patrons, or refuses to leave after being asked (Correct answer)
- Only if damage exceeds $500
- Never — it is bad for business
Correct answer: When a patron becomes physically aggressive, threatens staff or other patrons, or refuses to leave after being asked
Security or police should be called when physical safety is at risk, including physical aggression, threats, or refusal to vacate the premises when asked. Safety of staff and patrons always comes first.
Question 5: How should an incident involving an intoxicated patron be documented?
- No documentation is necessary
- Record the date, time, staff involved, what was observed, actions taken, and the outcome, as soon as possible after the incident (Correct answer)
- Only take a photo of the patron
- Write a brief note on a napkin
Correct answer: Record the date, time, staff involved, what was observed, actions taken, and the outcome, as soon as possible after the incident
Thorough documentation should include date, time, names of staff involved, specific observations of intoxication, all actions taken, the patron's response, the outcome, and how the patron departed. This should be completed as soon as possible while details are fresh.
Question 6: What is the proper way to physically intervene if an intoxicated patron is about to drive?
- Physically restrain them and take their keys
- Never physically restrain a patron — instead, strongly encourage alternatives, offer to call a cab, and if necessary, call police (Correct answer)
- Block their car with your own vehicle
- Let them drive as it is their choice
Correct answer: Never physically restrain a patron — instead, strongly encourage alternatives, offer to call a cab, and if necessary, call police
Servers should never physically restrain or confront a patron. Instead, use strong verbal persuasion, offer transportation alternatives, and if the patron insists on driving, call police immediately.
Smart Serve Ontario Intervention Techniques 2
What de-escalation technique involves acknowledging the patron's feelings without agreeing with their demands?