290 likes | 599 Views
Element 4 Strategies to prevent intoxication and underage drinking . Noticeable Signs. p69. HOW ELSE TO DETERMINE IF p69 SOMEONE IS INTOXICATED Make observations: Does the person smell of alcohol? How long has the person been drinking? When did the person enter the premises?
E N D
Element 4 Strategies to prevent intoxication and underage drinking
Noticeable Signs p69
HOW ELSE TO DETERMINE IF p69 • SOMEONE IS INTOXICATED • Make observations: • Does the person smell of alcohol? • How long has the person been drinking? • When did the person enter the premises? • Was the person affected by alcohol when they arrived? • What type of alcohol has been consumed? • How much alcohol have you seen the person drink?
Traffic Light Control for Patron Management p70 Rating Behaviour – Green (G) Orange (O) Red (R) Happy & relaxed G O R Noisy loud inappropriate comments G O R Excessive laughter/giggling G O R Slurred speech G O R Swearing at employees G O R Changing drinking patterns G O R Vomiting G O R Causing customer complaints G O R Inappropriate sexual advances G O R Unable to light a cigarette G O R Unable to sit upright or walk G O R UnconsciousG O R If a person shows a number of Orange light warning signs it is a strong clue they are becoming intoxicated. OK Warming Stop
Reasonable Belief p93 ‘The law requires you to form a reasonable belief that the person is intoxicated as a result of alcohol consumption. It is all right if you refuse service to a person on the basis of this belief, even if you are wrong. Reasonable Person – is this you? Refusal of service should not be discriminatory The right to go to the Anti-Discrimination Board
Strategies for Preventing Intoxication p70 • Offering alternatives to full-strength alcohol – • including mandatory free water, food and • non-alcoholic drinks; • Promoting food, low-alcohol and • non-alcoholic drinks; • Restricting the types of alcohol available; • Implementing voluntary entry restrictions; • Restricting the number of drinks that can be • purchased at one time.
Strategies for Preventing Intoxication • Waiting for patrons to re-order their drinks, • Incorporate RSA style messages in venue • advertising and promotions; • Employing (RSA) marshals to monitor patrons • and consumption levels; • Conducting security patrols; • Offer discounted food and soft drinks; • Ensuring any liquor promotions comply with the • NSW liquor laws.
Tips for Checking Evidence of Age p73 • Examine the document in a well-lit area; • Do not inspect the document through the • window face in a person’s wallet – ask them • to remove it; • Take the document from the patron and • take your time examining it; • Make sure the document includes a hologram • or other security feature;
Tips for Checking Evidence of Age • Compare the photo with the patron presenting • the document – do they match? • Feel around the photo, birth date and edges of • the card, especially a card enclosed in plastic • (laminate): • Calculate the date of birth. • (Remember: photo cards, driver licences and passports can be issued to under 18s).
Saying ‘NO’ to underage drinkers p74 Step 1 – Be Alert and Proactive Step 2 – Stand Your Ground Step 3 – Avoid Blame Step 4 – Ask for Evidence of Age
House Policies p75 • Reflect the principles implemented by the venue and can cover such things as: • Not serving minors or intoxicated patrons; • Not conducting irresponsible liquor promotions; • Ensuring quality food is always available; • Promoting safe transport options to patrons; • Offering discounted non alcoholic drinks; and • The venue’s approach to dealing with problem patrons.
Activity: Alternatives to full strength liquor Low Alcohol drinks: Light beer, super light beer, half nips Non-alcoholic drinks: Water Mocktails Soft drink Energy drinks Tea/coffee
Discussion At your place of employment, is there an in-house policy that you feel needs to be improved upon so that it better reflects the changes to the Liquor Laws and/or deal with RSA more effectively? What suggestions for improvement do you have?
Safe Transport Options p77 • Mini bus or courtesy bus • Offer to call a taxi, friend or • family member • Designated Driver program • Promote posters/programs to discourage • drink driving • Is walking home a safe option? • NO
Liquor Accords and RSA p78 • An agreement/arrangement between local stakeholders; • Improving safety and reducing alcohol related violence and anti-social behaviour; • Practical solutions; • Deal with local problems/issues.
Preventing Drink Spiking p79 • Do not encourage or promote irresponsible • behaviour; • Remove unattended glasses; • Report suspicious behaviour; • Follow RSA principles; • Do not sell or promote alcohol in a way • that leads to rapid consumption; • Be aware of unusual requests, such as beer with a shot of vodka; • Decline patron requests to add alcohol to a person’s drink
Refusal of Service – The main reasons p80 • The law requires it • Safety of your patrons • Safety of staff • Creating of a good atmosphere • Civil litigation • Remember that laws are in place to back you up • And these laws are enforced.
Refusal of Service – Early detection p80 • Early detection and intervention – observe your patrons, their appearance and behaviour for intoxication: • On arrival / entry; • When they are served; • Speed of drinking / drinking patterns changes; • Changes in behaviour; • Types of alcohol being ordered.
Refusal of Service – Erratic drinking patterns • Also an early sign of possible intoxication these can include: • Mixing a wide range of drink types; • Drinking quickly and asking for more immediately; • Ordering more than one drink for self-consumption; • Ordering multiple samples; • Ordering large samples; • Ordering ‘triple shots’ or extra large drinks; • Mixing alcohol consumption with consumption of prescription or illicit drugs; and • Consistently returning to the tasking site to request more samples.
Do’s for Professional Refusal of Service p81 • Obtain agreement from a supervisor and notify security (if available) before speaking to the patron; • Be polite – avoid value judgements and arguments; • Point to posters / signs behind the bars / liquor service points to reinforce your decision; • Report the refusal of service to the supervisor or manager; • Explain the reasons for refusal of service (e.g. continual bad language, inappropriate behaviour);
Don’ts for Professional Refusal of Service p81 • Call your patron ‘a drunk’. Warn them politely that their behaviour is unacceptable; • Be persuaded to give them ‘one last drink’ after you have told them that they have had enough; • Raise your voice. If they raise theirs lower yours; • When you refuse entry or service to a patron – you should always be sure of your reasons for the refusal. These reasons must not be discriminatory (race, sex etc). • Remember – be reasonable and use common sense.
Refusal of Service - Scenarios Scenario 1: A group of men arrive celebrating a bucks party. The best man approaches you and asks you for 6 schooners of beer and to put a nip of vodka into one of the schooners. Scenario 2: A group of 4 well dressed ladies are having lunch at your establishment and they have already consumed 6 bottles of wine between them. They now want to order a $250 bottle of your best champagne. Scenario 3: A couple, an older man with a younger woman, are having dinner. She has been drinking orange juice all night, he has been drinking beer. When the woman goes to the bathroom, the man asks you for a vodka and orange and another beer.
Activity: Measuring the Outcomes of RSA Benefits to: Community: safer, reduction in complaints Neighbours: safer, reduction in complaints Operation/Premises: safer & happier environment, increased patrons, reduced violence and damage to property Employees: feel safer and happier, professional approach Patrons: reduction in excessive consumption, anti-social behaviour, drink driving, underage drinking Owner: a venue people want to visit, less complaints
Summary p83 • Determination of intoxication must be made on the • merits of what is observed. You must use your judgment • to evaluate each situation. • Each establishment will have their own House Policies on how to • prevent intoxication – make sure you are familiar with • them. • Understanding and practicing good RSA will help to reduce: • Underage drinking • Drink Spiking • Refusal of Service • Maintain professional industry standards, being reasonable and • using common sense will help.
Revision Questions • What are some examples of good RSA strategies? • What are the steps to saying NO to underage • drinking? • 3. What are some benefits to practicing RSA? • 4. What are some safe transport options? • 5. How do you define ‘drink spiking’?
Thank You For completing your RSA course with Abbey College We wish you good luck with your future hospitality career. Remember to be responsible!