Theo Nash
Refusing alcohol to an intoxicated person can be a challenging situation to navigate, and it is important to know how to handle it appropriately and safely. Whether you are a bartender, a server, or simply hosting a social gathering, understanding the signs of intoxication and how to politely and assertively refuse further service can help ensure the safety and well-being of your patrons or guests. It is also crucial to be aware of the relevant laws and regulations governing the serving of alcohol to intoxicated individuals, as these may vary depending on your location.
| Characteristics | Values |
|---|---|
| Be aware of your surroundings | Take note of people heading towards intoxication |
| Intervene early | Subtly and tactfully inform intoxicated people they will be refused service |
| Seek assistance | Get approval and assistance from your manager and security staff |
| Don't delay | Don't let intoxicated people finish their drink |
| Offer a non-alcoholic drink | Ask them if they would like a non-alcoholic drink |
| Offer assistance | Ask them if they'd like you to call a friend or taxi |
| Ensure the patron leaves | Ask intoxicated patrons to leave the premises and not be allowed back in |
| Log incidents | Keep a log book of each service refusal incident, especially threats or aggression |
| Be polite | Don't insult the patron; politely inform them their actions are unacceptable |
| Explain the reason for refusal | Show that you are abiding by state law |
| Be firm | Maintain a polite, firm approach when dealing with intoxicated customers |
| Be creative | Offer to make an awesome mocktail or play "water races" |
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What You'll Learn
Early intervention
Be Aware and Assess the Situation:
Pay close attention to your surroundings and keep an eye on patrons who may be heading towards intoxication. Look for signs such as behavioural changes, slurred speech, or a strong smell of alcohol. A conversation with the patron can also help confirm their level of intoxication. Early intervention aims to identify individuals at risk of harm or developing substance use disorders.
Subtle and Tactful Communication:
Approach the person discreetly and tactfully. Inform them that you will refuse further service if their behaviour continues to deteriorate and that they may be asked to leave. It is important to maintain a polite, firm, and non-judgmental tone. Avoid labels such as "drunk" and opt for neutral terms. Be confident in your decision to refuse service, ensuring it is not discriminatory and does not violate the patron's rights.
Offer an Alternative:
Suggest a non-alcoholic drink and reassure the patron that you will be happy to serve them again in the future, unless they have a history of similar incidents. This approach can help defuse tension and show that you are concerned about their well-being.
Seek Assistance:
Before approaching an intoxicated patron, it is advisable to seek support from your manager and security staff. This ensures your safety and provides guidance on handling the situation effectively. If the patron has companions, consider speaking with them to explain the situation and seek their assistance in ensuring the person's safe departure.
Log the Incident:
Keep a record of service refusal incidents, especially if there are any threats or aggressive behaviour involved. This documentation can be crucial for future reference and ensuring the safety of both patrons and staff.
Remember, early intervention is about being proactive and preventing potential issues from escalating. By taking these steps, you can help create a safe environment for everyone involved while adhering to relevant legislation and duty of care.
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Offer non-alcoholic drinks
Offering non-alcoholic drinks is a great way to refuse alcohol to an intoxicated person. Here are some ways to do this effectively:
When refusing to serve alcohol to an intoxicated person, it is essential to offer non-alcoholic alternatives. This can include water, coffee, or other non-alcoholic beverages. For example, you could say, "I'm sorry, I can't serve you any more alcohol, but I can offer you a non-alcoholic drink instead. How about a soda or a juice?" This approach helps to ensure the person's safety and well-being and can make them feel taken care of. It also shows that you are not trying to deny them a good time but are instead looking out for their health and safety.
Suggest Food to Help Sober Up
In addition to non-alcoholic drinks, offering food can be a great way to help an intoxicated person sober up. Suggesting food can also help to absorb the alcohol in their system. For example, you could say, "I recommend having a snack to help you feel better. We have some great options on the menu, and it will help you sober up a bit before you head home." This approach can provide a sense of camaraderie and friendliness, ensuring the person feels supported and understood.
Be Mindful of Their Consumption
Before and during the interaction, be mindful of the person's drinking speed, their orders, and whether they are ordering food. This awareness will help you identify potential intoxication signs and politely let them know they might be nearing their limit. For example, you could say, "I've noticed you've had a few drinks, so I recommend taking a break. How about a glass of water or a non-alcoholic cocktail?" This approach can help to prevent the person from becoming more intoxicated and may even prevent them from realizing their drinking has been monitored, which could cause embarrassment.
Offer a Taxi or Safe Ride Home
To ensure the intoxicated person gets home safely, offer to call them a taxi or a ride-sharing service. This can be done in a friendly and supportive manner. For example, you could say, "I'm happy to call you a taxi so you can get home safely. It's on the house, and I'll make sure you get some water for the ride." This approach can help to ensure the person's safety and may even be a welcome relief if they are unable to drive or use public transportation.
Be Firm but Respectful
While offering non-alcoholic drinks and alternatives, it is important to be firm in your refusal to serve more alcohol. However, always remain respectful and polite. For example, you could say, "I understand you might be disappointed, and I'd be happy to serve you again when you're less intoxicated. For now, let me get you that water and make sure you get home safely." This approach can help to de-escalate the situation and show that you are simply doing your job and following the venue's policies and legal requirements.
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Be polite and professional
Being polite and professional is key when refusing alcohol to an intoxicated person. It can be a challenging situation to navigate, but there are strategies to help you manage it effectively.
Firstly, be mindful of your surroundings and keep an eye out for signs of intoxication. This includes behavioural changes, a strong smell of alcohol, and aggressive body language. If you notice these signs, it's important to act early and intervene subtly. Inform the patron that you will need to refuse service if their behaviour continues to deteriorate and that they may be asked to leave.
When refusing alcohol, be direct and professional. You can say something like, "I'm sorry, but I can't serve you any more alcohol as you appear intoxicated. Would you like a water or a soda instead?" It's important to avoid using the word "drunk" as it may embarrass or upset the patron. Instead, focus on their behaviour and politely inform them that their actions are unacceptable.
Offer an olive branch by suggesting non-alcoholic alternatives and reassuring them that they'll be welcome back in the future. You can also offer to call a friend or a taxi to ensure they get home safely. Remember, the more supportive you are, the less likely the patron will become angry or aggressive.
If the patron is part of a group, consider speaking to someone within their party who can help reason with them. It's also a good idea to inform your manager or supervisor about the situation, especially if the patron becomes belligerent or offensive.
Remember, your priority is to maintain a safe environment for everyone. By being polite, professional, and supportive, you can refuse alcohol service to an intoxicated person while minimising the risk of escalation.
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Ensure the patron leaves
Ensuring that an intoxicated patron leaves the premises is a crucial aspect of responsible alcohol service. Here are some detailed instructions to achieve this:
Communicate with the Patron
Speak to the intoxicated individual in a polite, firm, and respectful manner. Clearly state that they will not be served any more alcoholic drinks and explain the reason for refusal, such as exhibiting signs of intoxication. Maintain a calm and collected demeanor throughout the conversation.
Offer Non-Alcoholic Alternatives
Provide the patron with a non-alcoholic beverage, such as water or a soft drink. This simple act can help diffuse tension and show that you are still willing to accommodate them in other ways.
Assist with Transportation
Ask the patron if they would like you to call a taxi, an Uber, or a friend to ensure they get home safely. This demonstrates your concern for their well-being and can help prevent them from driving under the influence.
Monitor Their Departure
Ensure that the intoxicated patron leaves the premises and does not remain nearby. Accompany them outside and confirm that they have entered their ride and are on their way home. This prevents them from re-entering the premises or causing a disturbance outside.
Log the Incident
Record the details of the refusal incident, including the reason for refusal, the patron's behavior, and any relevant observations. This documentation is essential for legal and training purposes and helps ensure consistent handling of similar situations in the future.
Remember, the goal is to ensure the safety and well-being of the intoxicated patron while also maintaining a safe and enjoyable environment for other patrons and staff.
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Assess intoxication level
It is important to be able to recognise the signs of intoxication, especially when serving alcohol or dealing with intoxicated people. Alcohol intoxication is due to elevated levels of BAC (Blood Alcohol Concentration) in the body after consuming drinks with alcohol in them. Consumption of excessive alcohol can cause intoxication, which can lead to several problems for the individual and those around them.
There are some general indicators of intoxication to look out for. Firstly, a person who is intoxicated may struggle with their balance and coordination. They may lean on a wall or another person to appear steady. Their speech may become slurred, and they may experience blurred vision, teary red eyes, and a loss of inhibitions. They may also become overly cheerful and energetic, or loud and aggressive if they are not usually physically active.
Intoxication levels depend on how quickly a person drinks, their weight, gender, and how rested they are. Blood Alcohol Level charts can help to understand the effects of drinking based on these factors. BAC is measured in grams of alcohol per deciliter of blood or per 100 milliliters of blood. A BAC of 0.08 is considered the legal limit for intoxication in most U.S. states, but any amount of alcohol can impair judgment and motor skills.
It is important to note that people can also misperceive their level of intoxication. Research suggests that as intoxication increases, people's ability to accurately assess their BAC decreases. People at lower levels of intoxication may overestimate their BAC, while those at higher levels may underestimate it.
To accurately assess intoxication, it is recommended to use a breathalyser or blood test to measure BAC. There are also BAC apps available that can help track BAC while drinking.
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Frequently asked questions
Signs of intoxication include a strong smell of alcohol near the person, and changes in behaviour. If in doubt, confirm it by striking up a conversation with them, or through keen observation.
If a customer becomes aggressive, ensure that they leave the premises as soon as possible. If they don't, you may use reasonable force to remove them. It is important to keep a log book of each service refusal incident, especially if threats or aggression are involved.
In Australia, there are laws in each state that govern the serving of alcohol and refusing alcohol to intoxicated persons. These laws are designed to minimise the potential harm alcohol can cause and ensure patrons have a safe and enjoyable experience. As an employee, it is your responsibility to abide by your state's Responsible Service of Alcohol (RSA) legislation. If you breach these laws, you may be fined.
