Smart Serve Ontario Intervention Techniques 1 — Questions and Answers
Question 1: What is the first step a server should take when they identify a patron showing signs of intoxication?
- Call the police immediately
- Slow down or stop alcohol service, offer water and food, and notify management (Correct answer)
- Ignore the signs and continue normal service
- Ask other patrons if they agree the person is intoxicated
Correct answer: Slow down or stop alcohol service, offer water and food, and notify management
The first response to emerging signs of intoxication should be to slow or stop alcohol service, offer alternatives like water and food, and inform management so they can support the situation.
Question 2: What communication technique is most effective when approaching an intoxicated patron?
- Speaking loudly to make sure they hear you
- Speaking calmly, using simple language, maintaining a non-confrontational tone, and showing empathy (Correct answer)
- Using complex legal language to establish authority
- Asking other patrons to talk to them instead
Correct answer: Speaking calmly, using simple language, maintaining a non-confrontational tone, and showing empathy
Calm, simple, empathetic communication is most effective with intoxicated individuals. Complex or aggressive communication is likely to escalate the situation.
Question 3: What is the 'buddy system' approach in intervention?
- Pairing intoxicated patrons together
- Having a second staff member present as support when approaching an intoxicated patron (Correct answer)
- Assigning each patron a designated buddy
- Pairing new servers with experienced ones
Correct answer: Having a second staff member present as support when approaching an intoxicated patron
The buddy system involves having a second staff member present or nearby when approaching an intoxicated patron. This provides support, acts as a witness, and enhances safety for the intervening server.
Question 4: When should a server involve management in an intervention with an intoxicated patron?
- Only if the patron becomes violent
- As early as possible — management should be notified when signs of intoxication are first identified (Correct answer)
- Only if the patron refuses to pay
- Never, servers should handle all situations independently
Correct answer: As early as possible — management should be notified when signs of intoxication are first identified
Management should be notified early in the process so they can support the server, prepare for potential escalation, and ensure the situation is handled according to the establishment's policies.
Question 5: What is the best approach to arrange safe transportation for an intoxicated patron?
- Let the patron figure it out themselves
- Offer to call a taxi, ride-share, or help contact a friend or family member to provide a safe ride (Correct answer)
- Call the police to escort them home
- Allow them to drive if they insist they are fine
Correct answer: Offer to call a taxi, ride-share, or help contact a friend or family member to provide a safe ride
Proactively offering to arrange safe transportation — through taxi, ride-share, or contacting the patron's friends or family — is a key responsibility and helps fulfill the establishment's duty of care.
Question 6: How should a server handle a situation where an intoxicated patron's friends try to order drinks for them?
- Serve the friends and let them handle it
- Politely explain that no more alcohol can be served to or for the intoxicated patron, and enlist the friends' help in supporting the patron (Correct answer)
- Only serve the intoxicated patron if friends promise to monitor them
- Ignore the situation
Correct answer: Politely explain that no more alcohol can be served to or for the intoxicated patron, and enlist the friends' help in supporting the patron
The server must prevent further alcohol from reaching the intoxicated patron by any means. Enlisting friends as allies — explaining the situation and asking for their cooperation — is an effective strategy.
Smart Serve Ontario Intervention Techniques 1
What is the first step a server should take when they identify a patron showing signs of intoxication?