Intervention Techniques Flashcards
6 cards from real Smart Serve Ontario practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Intervention Techniques flashcards as text
What is the role of door staff or bouncers in the intervention process?
Answer: They are the first line of screening and last line of support — assessing sobriety at entry and assisting with safe departures
Door staff play a crucial dual role: preventing intoxicated individuals from entering and supporting the safe exit of patrons who become intoxicated. They are integral to the overall responsible service system.
What should a server do if a patron they have cut off orders drinks through another server?
Answer: Communicate the cut-off to all staff immediately so the decision is enforced consistently across the team
Communication among all staff is essential. When a patron is cut off, every server and bartender must be informed immediately to prevent the patron from circumventing the decision by ordering through someone else.
What is the best timing for an intervention with a patron who is becoming intoxicated?
Answer: Intervene early when you first notice changes from baseline behaviour, before the patron reaches obvious intoxication
Early intervention is always more effective and less confrontational than waiting until a patron is obviously intoxicated. Addressing the situation during the early warning signs prevents escalation.
How should the establishment handle a situation where an intoxicated patron left their car and took a cab, but returns later for the car?
Answer: If the patron still appears intoxicated, advise against driving and offer to arrange another ride or suggest they return later when sober
The duty of care extends to this situation. If a patron returns for their vehicle while still appearing intoxicated, staff should advise against driving and offer alternative transportation again.
What is the proper procedure when two intoxicated patrons begin arguing with each other?
Answer: Separate the patrons calmly, involve security if needed, cut off both patrons' alcohol service, and have management assess whether either should be asked to leave
When intoxicated patrons are in conflict, immediate separation is important. Alcohol service should stop for both, security should be involved, and management should determine the best course of action to ensure safety.
What role does empathy play in the intervention process?
Answer: Genuine empathy helps the patron feel respected and cared for rather than judged, making them more likely to cooperate with the intervention
Showing genuine empathy — demonstrating that the decision comes from concern for the patron's wellbeing — significantly increases the likelihood of cooperation and reduces confrontation.