Chapter 5 of 616% of exam
Refusal of Service and Conflict
How to refuse service safely and manage the conflict that can follow.
Refusing service
Refuse early, before a patron is heavily affected, and stay calm, polite and firm. Briefly explain the legal reason, avoid arguing, and offer alternatives such as water, food or help with transport.
Supply to others
Do not serve a drink you know is intended for an intoxicated person or a minor, even if the buyer is sober. Consider who the alcohol is really for.
Managing aggression
If a refused patron becomes aggressive, keep calm, avoid arguing and keep a safe distance. Get support from security or a manager if needed, and follow the venue's incident procedures.