Refusing ServiceQuestion 55 of 100
An intoxicated patron becomes verbally aggressive after being refused service. The best de-escalation technique is to:
a.Walk away and ignore the patron
b.Threaten to ban them from the establishment for life
c.Match their volume and tell them to leave immediately or face arrest
d.Stay calm, lower your voice, use open body language, avoid arguing, acknowledge their feelings, and call for manager/security backup
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 (a) or threatening a lifetime ban (d) escalates; walking away (c) leaves the situation unresolved, may be perceived as dismissive, and lets the patron continue ordering from another server.
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