Question 4: Provide appropriate assistance to different customers when refusing service

It is a week later, and you are working in a different bar. You have been serving a group of people for around three (3) hours; they have been drinking at a steady rate and some are starting to show mild signs of intoxication. One patron approaches the bar and appears visibly upset. As the person orders a double vodka, lime and soda, they suddenly burst into tears. You must refuse service: demonstrate how you would talk to the patron, showing how your approach would differ from previous refusals,using communication techniques that are appropriate for the situation.

Remember, a patron who is experiencing emotional distress is unlikely to make appropriate choices concerning their health and safety.