COURSE OVERVIEW:

Alcohol can be an enjoyable mean of socialising and relaxing. In the hospitality industry it is important that irresponsible alcohol consumption does not comprise the workplace and atmosphere of the venue to other customers.

When people drink they lose the capacity to make smart decisions, think logically and are often unable to analyse information. They may become irritable, frustrated and unable to read body language. Even a friendly glance could be misread and confrontation could start.

Have you ever had a customer slurring their speech and asking for yet another drink? Perhaps a customer drinking and showing off, while being loud or obnoxious inside the establishment. How about someone drinking excessive amounts of alcohol within a short period of time?

Customers who have had too much to drink can become destructive and disruptive, possibly upsetting and annoying other paying customers. Intoxicated customers are also much more likely to become unruly and start fights, whether it be with other patrons or with the staff.

All these can be signs of intoxication. Working in the hospitality industry, it may seem as though intoxicated customers just come with the line of business you are in. However, it’s how you deal with these intoxicated customers that can make all the difference.

If there’s an intoxicated customer causing a scene. What do you do to resolve the situation without it ending badly? You want your customers to have a great time at your venue and of course, this includes alcohol. In fact, you probably spend a lot of time and energy making sure they buy more drinks! So naturally, drunk customers are an unfortunate and inescapable reality of managing a business that serves alcohol.

This course will help you identify and handle intoxicated customers effectively. It provides background on the laws surrounding alcohol, key steps to identify and handle intoxicated customers, how to refuse service to intoxicated people without upsetting them, key concepts surrounding the responsible service of alcohol (RSA), how to offer assistance to intoxicated customers in a smart way, how to assist the intoxicated customer to leave and how to deal with underage drinkers.

This course will teach you the skills and knowledge you need to provide a safer and more comfortable workplace for both customers and staff and to work with intoxicated customers instead of against them.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• How to assess intoxication levels of customers?
• The duty of care of managers and staff
• The reasons for responsible service of alcohol
• The benefits to the business, staff and customers from practicing RSA
• What is a standard drink?
• What are the effects of alcohol on the body?
• How alcohol affects people differently?
• What is intoxication?
• What are the signs of intoxication?
• How to read the body language of an intoxicated person?
• How to identify intoxication?
• How to assist intoxicated customers?
• What you should be aware of while monitoring the environment?
• The types of assistance you could provide to an intoxicated customer
• How to refer difficult situations to an appropriate internal person?
• How to seek assistance from appropriate external authorities for extreme situations?
• How to apply appropriate procedures when dealing with intoxicated people?
• How to analyse a situation carefully?
• How to control the drinking behaviour?
• How to create the right environment for the establishment?
• The ways to establish a safe venue
• How to reduce the negative effects of alcohol in the venue?
• The importance of establishing a house policy for intoxication
• The importance of having an escalation plan
• How to identify and address issues such as drink spiking and binge drinking?
• How to explain the situation to the intoxicated customer?
• The steps for handling intoxicated customers
• How to handle complaints and other problem situations?
• The steps to refuse service to an intoxicated customer
• The do's and don’ts of service refusal
• The proper procedure for an intoxicated customer to remain on premises
• How to assist the intoxicated customer to leave the premises?
• How to comply with legislation in regards to intoxicated people?
• The responsible & legal considerations for handling an intoxicated person
• How to deal with underage drinkers?
• The reasons for having a designated drinking age
• The strategies to prevent underage drinking
• How to handle fake identification?
• How to observe drinkers?
• The types of legislation and how to comply with legislative requirements?
• How to establish policies and procedures in regards to drinking?
• The importance of staff training
• The importance of recording and documenting incidents

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.