Created through the National Alcohol Strategy 2006-2010, the Responsible Service of Alcohol (RSA) is a training program in Australia that aims to minimise the effects of alcohol intoxication by lowering the risks of alcohol-related incidents. Examples of these events are incidents of property damage, physical altercations, and vehicular accidents caused by drunk driving. For instance, intoxication accounted for 30% of road accidents in 2010.
The RSA certificate and training are available throughout the country via Registered Training Organisations (RTOs), with certification released within ten business days of course completion. The training and certificate are requirements for anyone looking to work in any position that involves the handling, sale, or service of alcohol. This includes bartenders, servers, and alcohol sellers at festivals.
Drinking alcohol is a social activity. Because of the social aspect of the activity, certain measures are put in place to ensure that events and venues can provide a safe environment in which to partake in drinks. Part of these efforts is the refusal of service for patrons who are intoxicated and exhibiting rowdy behaviour. Below are some dos and don’ts regarding service refusal.
BE POLITE WITH PATRONS
When talking to patrons who are exhibiting signs of intoxication, avoid value judgments and generalisations, as this may lead to an escalation. Be tactful as much as possible, and politely inform the patron that the establishment or server will no longer be serving them alcohol.
BE FIRM WITH REFUSAL
When refusing service to a patron, there is a chance that they will attempt to sway or convince the server or licensee to change their mind and have “one last drink” or something similar. Be firm in refusing service. This includes that the firm refusal is also polite, for reasons already stated above. Being firm in refusing service is also important when it comes to a licensee’s legal obligations; they may become legally liable for any untoward incidents that result from not being firm in refusing alcohol service to the already intoxicated.
DE-ESCALATE WHERE POSSIBLE
Patrons may raise their voice when refused service. If a patron raises their voice, do not engage them in a shouting match; lower one’s voice when talking with an agitated patron. Provide the patron with alternatives, such as offering them non-alcoholic drinks if they insist on continuing drinking, as some patrons may feel that their agency is being limited when refused service. As much as possible, do not rise to the patron’s temper or volume level, as this risks further escalation that may result in an altercation or property damage.
ENSURE THE PATRON EXITS THE PREMISES WHEN NEEDED
This step should be performed with the help of security personnel, for the safety of everyone involved. Some patrons may need to be escorted out of the premises of the event or establishment due to their level of inebriation. In some cases, this may involve waiting for the patron to walk to the front door and into a cab; in some cases, the patron may need to be led out of the premises for the safety of everyone within the venue. It should be noted that caring for an intoxicated patron does not negate any responsibility a licensee or server has in making sure the patron avoids getting unduly intoxicated in the first place.
These are some of the steps involved in service refusal. For more information, consider enrolling in an RSA training course at Success Academy Training today.