You are working as a bar attendant at Champions Sports Bar on a busy Saturday night. A
Question:
You are working as a bar attendant at Champions Sports Bar on a busy Saturday night. A patron by the name of John arrived at the bar at 6pm with a group of 6 friends and over the last 4 hours have had 9 bottles of wine. At the last order (9.45pm) you offered non-alcoholic options and food, the group laughed and said, “no thanks”.
It is now 10pm with two rows deep of customers waiting to be served at the bar, John and his group have become very loud and boisterous.
John gets up to go to the bar, and stumbles into a table which falls over with drinks going everywhere.
His friends give him a loud applause where he turns arounds to face them to bow. As he does, he falls into other patrons sitting down and starts yelling abuse at them telling them they are in his way. Luckily there is no injury, but the other group is shocked and unhappy. Another patron asks if he is OK, and he turns around knocking their drinks off the table. John is angry now.
When he gets to the bar and he demands another two bottles of wine, he is rude to you, yelling for service though you are at the other end of the bar. As you approach to calm him down, you notice him take something from his pocket and swallow it with water from the bar. Once you approach him, he looks as though he is under the influence of something perhaps, he has been taking other things all night.
You are not as confident as you would like in refusing service and asking an aggressive customer to leave the bar, maybe you could ask for support and further training after this shift to provide you and the others more confidence.
Complete the following planning document
Answer the questions in the table only
Areas to plan for in this scenario | Plans you will use. | ||
---|---|---|---|
You must abide by the four RSA principles- what two (2) steps must you do with these customers? | 1 | ||
2 | |||
What behaviours/risk factors do you need consider with this customer? | 1 | ||
2 | |||
3 | |||
How does not eating impacts customers and intoxication? | |||
In your opinion assessing this customer based on the scenario would you continue to serve him alcohol? Explain your response | |||
Based on your assessment what needs to happen now? | |||
What communication and conflict resolution skills do you need to use to make sure this doesn't turn into a difficult situation? | 1 | ||
2 | |||
You need to consider strategies you can use to manage this situation to keep everyone safe and calm. Provide two (2) | 1 | ||
2 | |||
What will you do about your concerns, it is important to maintain knowledge of RSA and contribute to improving your workplace? Consider two (2) steps. | 1 | ||
1 | |||
Organisational documents are needed to meet requirements of the business and RSA legislation. Provide three (3) examples of documents you need to use. | 1 | ||
2 | |||
3 | |||
What information should you provide about RSA? | 1 | ||
2 | |||
What happens if you do not abide by the requirements of RSA? | 1 | ||
Once you ask a customer to leave the premises what is steps should you do? | 1 | ||
2 | |||
In this case what do you expect needs to be reported in the incident report? | |||
Conflict resolution is an important part when working with customers who are difficult. Alcohol will make difficult customers more erratic and less predictable. Explain at least four (4) behaviours/steps you can take to maintain the situation calmly and get John to leave safely for himself and others. | 1 | ||
2 | |||
3 | |||
4 | |||
What issues may happen with aggressive customers under the influence of alcohol and drugs? | |||
Who should you be checking on in this scenario, after you handle John? |
Project Management The Managerial Process
ISBN: 9781260570434
8th Edition
Authors: Eric W Larson, Clifford F. Gray