An intoxicated patron becomes verbally aggressive after being refused service. The best de-escalation technique is to:
Explanation
Core de-escalation tools: stay calm, lower your volume (the patron tends to mirror it), keep open non-threatening body posture, avoid arguing the merits of the refusal, and acknowledge the feeling ('I understand you're frustrated'). Quietly signal a manager or security for backup, and maintain a clear escape path. Matching aggression (c) or threatening a lifetime ban (b) escalates; walking away (a) leaves the situation unresolved, may be perceived as dismissive, and lets the patron continue ordering from another server.
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