Table of Contents INTRODUCTION 3

Transcription

1 Table of Contents INTRODUCTION 3 The Responsible Serving of Alcohol Programme Why have a Responsible Serving of Alcohol Programme? 4 What is the RSA programme? 6 Golden Rules for Bar Staff 7 Better Business Practices 8 Alcohol and the Law Underage Drinking 10 Drunkenness 11 Legal Driving Limit 11 Who is Responsible? 11 Some Facts about Alcohol Alcoholic Content of Drinks 12 Blood Alcohol Concentration 13 Effects of Alcohol 14 Sobering Up 15 Responsible Consumption 15 1 Strategies for Responsible Serving Adopt a House Policy 16 Strategy to Prevent Intoxication 17 Training Staff 18 Consider Safe Transport Options 19 Strategy to Prevent Underage Drinking 20 Avoiding Violence 21 Monitoring your Bar Area Be Alert 22 Recognising Signs of Intoxication 23 Intervention 23 T-A-K-E C-A-R-E 24 Customers with Disabilities and Impairments 26 Signs and Symptoms of Drug Use 27 Where To From Here? 28

2 INTRODUCTION 2 The alcoholic beverage hospitality industry is a major industry in Ireland. It includes pubs, restaurants, clubs, hotels and off-licences. One vital element of providing hospitality is to make sure that customers have an enjoyable time. The alcoholic beverage hospitality industry provides customers with: * atmosphere; * good food; * drink; * entertainment; * friendly staff; * good service; and * a safe environment. In Ireland a person must hold a licence to sell alcohol. A licence holder must comply with strict rules, set out in the Intoxicating Liquor Acts, including not serving alcohol to: * intoxicated persons; * persons under the age of 18 years and * customers outside the times set down on the licence. A licence holder should develop ways to monitor the service of alcohol. This will help them meet their responsibilities under the Intoxicating Liquor Laws. 3 Everyone benefits when staff know how to serve alcohol responsibly. Staff have a better understanding of the product they sell. Their job skills are improved. Customers are also encouraged to drink responsibly.

3 The Responsible Serving of Alcohol Programme Why have an RSA Programme? The National Alcohol Policy, launched in 1996, aims to reduce the prevalence of alcohol-related problems through an emphasis on moderation in alcohol consumption. The provision of professional training for a number of professional groups, including those responsible for the serving of alcohol, is seen as an important part of the policy. The Department of Health and Children, in conjunction with the NASP (National Alcohol Surveillance Project) and the The responsible serving of alcohol programme was developed taking into account the publican s views and also adapting elements from the successful RSA programme in Victoria, Australia. The RSA workshop was piloted with two different groups, experienced publicans in the licensed trade and students in a CERT basic training course for bar staff. The publicans also suggested Good management and effective standards that the components of such in the premises are the keys to encouraging 4 Drinks Industry Group developed training should have a strong good customer behaviour. 5 a framework to examine the issue of responsible serving of alcohol (RSA). Three key areas were agreed as central to the RSA process: underage drinking, intoxicated customers and drink driving. A national survey was commissioned to obtain the view of publicans on the level of interest in responsible server training and what components publicans would deem relevant to such training. The Vintners Associations, with their extensive membership networks, provided full support and active participation. The results of the survey reported that the majority of publicans did support the development of an RSA programme. emphasis on the skills necessary to handle difficult situations. The components ranked most important were: * How to prevent alcohol sales to under 18 s * How to refuse to serve alcohol to intoxicated customers * How to handle difficult people * How to identify signs of increasing intoxication * Facts about alcohol and its effects on the body * Ways to prevent customers becoming intoxicated * Alcohol and the law * Co-operation with the authorities, especially the Gardaí. Feedback from the workshops was very positive especially in relation to the content and format which looked at typical difficult situations (case studies). The groups discussed how to respond to such situations and heard how other colleagues handled similar situations. Another useful aspect was clarification on the alcoholic strength of different drinks, where some confusion was evident.

4 What is the RSA programme? The Responsible Serving of Alcohol Programme helps licence holders to develop policies and procedures about serving alcohol so as to minimise the risk of alcohol-related problems as a results of inappropriate alcohol consumption. Everyone benefits when staff know how to serve alcohol responsibly. Staff have a better understanding of the product they sell. Their job skills are improved. Customers are also encouraged to drink responsibly. Golden Rules for Bar Staff It is against the law to serve alcohol to an intoxicated customer. Serving alcohol to an intoxicated customer also places the customer at risk. They may hurt themselves in the premises or on the way home. 6 There are four things to remember when serving alcohol: * DO NOT serve anyone who is underage; * RECOGNISE intoxication and try not to serve anyone to the point of obvious intoxication; * DO NOT serve anyone who is already intoxicated; and * DISCOURAGE people from taking part in activities, which may cause harm. 7 This is good for business because these customers: * Attract other customers like themselves; * Discourage drinking styles that cause problems, and * They come back! The overall Responsible Serving of Alcohol Programme includes: * The RSA Workshop; * Supporting RSA Manual; * Implementation of Best Practice by licence holders; * Implementation of the Proof of Age card; * Support for Vintner forums within local communities. Serving to underage individuals or serving practices which result in drunkenness on licensed premises, can result in action being take by the Gardaí.

5 Better Business Practices 8 Generally, alcohol is seen as having a positive role in a variety of social settings. The alcoholic beverage industry plays a large part in providing venues where people can relax and socialise. The alcoholic beverage industry also provides entertainment for many people and: * A place where friends and family can come together; * Jobs for bar-staff, bands and trades people; and * Generates vital tax revenue for the Government. Clearly the industry, the community and customers would benefit from reducing the problems caused by inappropriate alcohol consumption. Responsible serving would also improve the atmosphere of the premises, ultimately to achieve greater profits. Business should therefore improve for the following reasons: * The premises will gain a good reputation; * There will be greater customer satisfaction; * There will be less damage done to premises; * Potential legal problems will be reduced; * There will be less Gardaí attendance; * Staff morale will be higher leading to greater productivity and less turnover of staff. 9 However, inappropriate consumption of alcohol causes a wide range of problems. These problems directly and indirectly affect the health of thousands of people. The road toll is a graphic example of the consequences of inappropriate alcohol consumption. Licence holders should be aware that their premises are potentially more attractive and profitable if they avoid problems caused by intoxicated customers. Staff also find their work environment is more pleasant without the intoxicated customers. People working in the industry have to put up with: * Abusive customers; * Sexual harassment; and * Possible violence.

6 10 When an alcohol licence is granted, the licence holder agrees to obey the laws set out in the Intoxicating Liquor Acts. Every licence holder has a duty to serve alcohol within these legal requirements. Serving to underage individuals or serving practices which result in drunkenness on licensed premises, can result in action being taken against the licensee. The Gardaí may take action seeking to prosecute the licence holder or to suspend or cancel the liquor licence. Underage Drinking The legal age at which a person can purchase or be served alcohol in a public house or offlicence is 18 years. According to the Intoxicating Liquor Acts 1988, 1998 and 2000: 1. Unless accompanied by a parent or guardian, it is an offence to allow a person under 15 years in a public house during business hours or to allow a person under 18 years in an off-licence premises at any time. The fine for such offences is up to 500. ALCOHOL AND THE LAW 2. No person under 18 years is allowed on licensed premises during the time an exemption order is in force. The fine for such an offence is up to A licence holder may employ a young person between 16 to 18 years as lounge staff but that young person is not allowed to serve from behind the counter. 4. No defence will be acceptable for licence holders who sell alcohol to those under the age of 18 years. Those convicted of such an offence are liable to a fine of up to 1,000 for a first offence or 1,500 for a second or subsequent offence. The licence holder may have their premises closed for up to seven days for a first offence or up to 30 days for a second or subsequent offence. 5. It is an offence for any person to purchase or give alcohol to a person under the age of 18 years in any place other than a private residence. The fine for such an offence is up to 1,000 for a first offence and 1,500 for subsequent offences. 6. It is also an offence for a person under the age of 18 years to purchase or consume alcohol in any place other than a private residence or to represent himself as being over 18 years. A voluntary national age card scheme is in place since The age card can be obtained by persons who are 18 years and over in order to confirm that they have reached the legal age to purchase alcohol. The age card, issued by the Garda Síochána, contains the name, date of birth and photo of the applicant and security features to prevent tampering. Drunkenness If a licensee permits drunkenness or any violent, quarrelsome behaviour on their premises or sells alcohol to any drunken person, the licence holder can be prosecuted. (Intoxicating Liquor Act, 1872). The fine for such an offence is 200. Legal Driving Limit Under the Road Traffic Act 1994 the permitted blood alcohol concentration (BAC) is set at 80 milligrams of alcohol per 100 millilitres of blood. This legislation also empowers the Minister for the Environment to vary the BAC level for different classes of drivers, to date this has not been enacted. Evidential breath testing, currently being introduced, will allow for a more effective system. The Road Traffic Acts 1994 and 1995 provides for a three month automatic minimum disqualification for drink driving offences. Who is Responsible? When inappropriate alcohol consumption takes place things can go wrong. Who is to blame if a customer becomes obviously intoxicated? Who is responsible if they cause harm to themselves or others? Is it the responsibility of? * The manager? * The bar person? * The customer? Certainly, customers must accept responsibility for their behaviour. However, the management and staff must take the consequences if they have breached the law by: * Serving intoxicated customers; or * Serving alcohol to an underage person; or * Allowing those under 18 years on premises during bar extensions. 11

7 12 SOME FACTS ABOUT ALCOHOL Although you may know most of the facts, it is important to understand the effects of the product you are serving. You will find this information useful both in your work and personally. Alcoholic Content of Drinks Alcohol is a drug that depresses the central nervous system. It slows down that part of the brain that controls behaviour. While people become more outgoing after a few drinks, it is the loss of control over their behaviour that provides this effect. It is important that people serving alcohol understand how much alcohol they are providing to their customers. The intoxicating ingredient in alcoholic drinks is known as ethanol or pure alcohol. The ingredient is common to all alcoholic drinks; however, it occurs in different concentrations in each of the major types of alcoholic drinks: beer, cider, wine and spirits. Spirits is the strongest followed by wine, cider and beer. Alcoholic drinks also come in a variety of measures or quantities. In beer and cider the measures range from a half pint, to a small can or long neck bottle, to a large can and up to a pint. In wine the range is from a small glass to a medium glass up to the more common quarter bottle served in pubs and clubs today. The new spirit-based drinks come mainly in long neck bottles, in sizes 275ml to 330ml. The traditional spirits drink come in a single or double measure. To determine the strength or amount of pure alcohol in a particular drink, the strength per cent volume is combined by the measure or size. A summary of the main categories of drinks along with their alcoholic strength is given in Table 1. To compare different types of drinks a standard drink is used which approximates a similar amount of pure alcohol. In Ireland a standard drink is 10 grams of alcohol. This amount is normally contained in a half pint of beer, a small glass of wine, a glass of sherry or a single measure of spirits. In Ireland a standard drink is 10 grams of alcohol. This amount is normally contained in a half pint of beer, a small glass of wine, a glass of sherry or a single measure of spirits. Blood Alcohol Concentration Blood Alcohol Concentration (BAC) is the amount of alcohol in the bloodstream. It is measured by the number of milligrams of alcohol in 100ml of blood. Alcohol is absorbed into the bloodstream through the stomach walls and the intestines as a person drinks. The bloodstream carries the alcohol to the brain. A loss of inhibitions is the first effect of alcohol. As more alcohol is consumed, BAC rises. High blood alcohol concentrations may cause a temporary loss in co-ordination and balance. It may also result in a temporary loss of memory. Heavy drinking may affect a person s sense of balance or ability to judge distances. Alcohol can be found in all tissues, organs and secretions of the body moments after it is consumed. At some stage the loss of control becomes so great that we say the person is intoxicated or drunk. 13 Table 1: Alcoholic Drinks and Alcohol Content Type Size Alcohol Grams of strength-vol % Alcohol Beer Half pint/glass (284ml) 9.8 Small can (330ml) 4.3% 11.4 Large can (500ml) 17.2 Pint (568ml) 19.5 Cider Half pint/glass (284ml) 13.6 Small can (330ml) 6% 15.8 Large can (500ml) 24.0 Pint (568ml) 27.3 Wine Small glass (100ml) 9.6 Medium glass (125ml) 12% 12.0 Quarter bottle (187.5ml) 18.0 Sherry/Port Single glass (71ml) 20% 11.4 Spirit-based Bacardi Breezers (275ml) 5.4% 11.9 drinks Smirnoff Ice (275ml) 5.5% 12.1 Woodys (330ml) 4.7% 12.4 Spirits Single measure (35.5ml) 11.2 Double measure (71ml) 40% 22.4

8 14 Effects of Alcohol Intoxication Intoxication commences when the first drink of alcohol starts its passage through the human body. A person is considered to be in a drunken state when the level of intoxication is such as to significantly affect the drinker s understanding of events and their outward behaviour. When alcohol builds up in a person s bloodstream it affects behaviour. The body quickly absorbs alcohol. However, the exact time that the body takes to absorb alcohol varies from one person to another. There are many other factors that also affect blood alcohol concentration. Physical Factors Gender Women have a higher percentage of body fat than men. Women may absorb more alcohol into their bloodstream than men of the same weight. The effect of drinking alcohol will happen more quickly. Size A larger, heavier person may not be affected by alcohol in the same way as a lighter, smaller person. This is because the larger person has more body fluids. These body fluids dilute the alcohol. Therefore the larger, heavier person may have a lower BAC even when drinking at the same pace as a smaller person. Fitness A fit person has more muscle and less body fat. Body fat is a factor that may affect BAC. Because a fit person has more muscle it will take more alcohol to increase their BAC. Health Being very tired, ill or stressed may affect a person s reaction to alcohol. The central nervous system is under stress when a person is tired or ill. Alcohol is a depressant and places more stress on the body systems. This may result in being more quickly affected by alcohol. Other factors Psychological an unhappy or depressed state-of-mind may be increased when a person drinks alcohol. One or two drinks when a person is depressed or unhappy may have the same effect as twice as many drinks would normally have. Rate of drinking If a person drinks alcohol quickly it will have a greater effect because they are drinking faster than their body can remove it. Drinking on an empty stomach Food slows the rate at which the bloodstream absorbs alcohol. This allows a person s body more time to remove it, although the alcohol will stay in the system for a longer period. BAC will not rise to the same levels if a person has had something to eat. Medication Many medications will interact with alcohol. This increases the loss of control. Therefore people should avoid drinking alcohol when taking medication. Sobering Up The liver is the main organ in the body that removes alcohol from the bloodstream. As a general rule a healthy liver removes alcohol at the rate of one standard drink per hour (half pint of beer, a small glass of wine). This will vary according to size, gender and general health. It is important to realise that sobering up takes time. Letting people become intoxicated on licensed premises and giving them an hour to sober up is not an effective strategy. All the old stories such as: * cold showers; * black coffee; * vomiting; and * urinating, do not work. Only time will reduce BAC and make a person sober. If a person drinks a lot they may become tolerant to alcohol. They may have to drink more to get the same effect. However, their BAC will be just as high as anyone else drinking the same amount. In fact their BAC may be higher if their liver is not healthy. Responsible Consumption It is impossible to say how much alcohol is harmful to each individual. What we do know is that drinking too much, too fast and too often increases the risk of alcoholrelated harm. Moderation is the key to sensible drinking for those who wish to drink alcohol. It is advisable to avoid drinking in certain situations such as before driving or when using machinery, equipment or working at heights, before taking part in active sports like swimming or during pregnancy. sobering up takes time... a healthy liver removes alcohol at the rate of one standard drink per hour (half pint of beer, a small glass of wine). This will vary according to size, gender and general health. 15

9 STRATEGIES FOR RESPONSIBLE SERVING Strategy to Prevent Intoxication 16 The community has become more aware of the social problems that result from inappropriate consumption of alcohol. Licensees should be aware that their premises are more attractive and profitable if they avoid problems caused by intoxicated customers. Staff also find that their work environment is more pleasant without the intoxicated customer. It is the task of management to set in place a low risk environment which includes: * Preventing intoxication; and * Working with bar serving staff to ensure this occurs. Some strategies used to prevent problems with intoxicated customers are; * Adopt a house policy on serving strategies; * Have a strategy to prevent intoxication; * Train staff; * Provide safe transport alternatives; * Have a strategy to prevent underage drinking. Adopt a House Policy A house policy creates a framework for the operation of a business. The house policy lets customers know that the business is committed to; * Not serving underage people, * Minimising drink driving and * Encouraging moderation. After adopting a house policy, it will need to be promoted. Promoting a house policy is a positive way to encourage people to come to licensed premises. Staff need solid support from management to implement the policy. Written policies and procedures are the best way of telling new staff about the rules of business. At all times the licence holder should be seen as a role model for employees and customers and should lead by example. A strategy is the means to achieve the goals in the house policy. The following may help to make the strategy more effective. Serve Food Serving food helps prevent problems in two ways; * It slows the absorption of alcohol into the bloodstream; and * When customers are eating, they are likely to drink less. Some establishments offer free snacks around meal times. Customers who drop in after work are likely to have an empty stomach. Customers appreciate well-priced interesting snacks. Promote Low Alcohol Drinks Under normal drinking conditions it is difficult for customers to exceed.08 BAC when drinking low alcohol beer. Promoting low alcohol drinks could be attractive to customers as well as providing a commercial opportunity for licensees. Low alcohol beer can be sold at a lower price than normal beer as tax is based on alcohol strength. A licensee can sell increasing amounts of low alcoholic drinks at the same time as being socially responsible. Promote Non-alcoholic Drinks Many licensed premises have found that low alcohol and nonalcoholic drinks can be sold if they are properly developed and promoted. Again staff are the best people to promote nonalcoholic drinks. Signs and price incentives are also useful ways to promote non-alcoholic drinks. Serving food slows the absorption of alcohol into the bloodstream... customers appreciate well-priced interesting snacks 17 Low alcohol drinks need to be promoted. Bar staff are the best people to do this. Bar staff are able to introduce the product into conversation. They can point out the merits of low alcohol drinks. Bar staff may influence a customer s decision about which drink they will buy.

10 18 Avoid high-risk Sales Techniques Apply a common sense approach to serving practices that will fulfil the duty to serve alcohol responsibly. Unacceptable serving practices include: * "All you can drink" offers for a set price; and * Promotions such as "drink until you drop" * "Pub crawls" * Drinking competitions * Below cost selling promotions, * Serving triples All of these practices are clearly against responsible serving principles. These practices could be expected to lead to drunkenness and related problems. To prevent customers from becoming intoxicated, licensees may consider pricing to encourage customers to drink in moderation. Low and nonalcoholic drinks should be priced lower than full strength drinks. Staff may also help by suggesting that customers have low and nonalcoholic drinks. Training Staff Effective training of staff is essential. Staff will need to understand the responsible serving strategy if it is to be successful. Ideally all staff should be included in training sessions ensuring that all staff implement a uniform set of practices. It is important that staff implement the practices they have learnt during training. Management should: * Clearly state their expectations of staff; * Give staff authority to make decisions; and * Consider how to support the decisions made by their staff. This can be achieved by having; * A written house policy; * Staff meetings; * An incident log; and * Reviewing particular incidents; Staff need to know they have the backing of management. With this support, staff will be more comfortable with the strategy for the responsible serving of alcohol. Consider Safe Transport Options Caution should be exercised when bar staff know that customers are planning to drive. Nobody wants to see one of their customers become a road statistic. A safe transport strategy may help prevent this. A transport strategy may include: * Staff offering to call a friend or family member of a customer; * Staff offering to call a taxi; * Making a phone available and the phone numbers of taxi companies; * Offering to include the cost of mini-buses as part of the costs of a function; and * Starting a Designated Driver Program (DDP). The DDP programme aims at ensuring that the person in a group who is going to drive is free of alcohol. Many young people are already car-pooling. This program is an opportunity to attract their custom. Some DDP s work like this; * The drivers register when they enter the premises. The drivers are given a badge or marker so that bar staff can identify them; and * Drivers are given free nonalcoholic drinks. It is a good strategy to offer free food to the driver. This may encourage the drinkers in the group to order food at the same time. It will also increase food sales and decrease the chance of people drinking on an empty stomach. DDP s are only a good idea when they remain within the principles of responsible serving. They should not become an excuse for non-drivers to become intoxicated once they know they have a lift home. If a licensee implements a Designated Driver Program they should publicise it through local media. Having a DDP can not only bring in business, but also portray the licensed premises as a more responsible venue. This sends a message to the public that the licensee cares about customers. 19

11 20 Prevent underage drinking, always ask for evidence of age. Strategy to Prevent Underage Drinking A plan is needed to prevent underage drinking. There are heavy penalties for licensees and staff who permit underage drinkers to: * Purchase alcohol * Consume alcohol and/or * Be on licensed premises without a guardian * Be on licensed premises during an exemption. Avoid these situations at all costs. Monitor your door Many venues have staff at the door that ensure that underage drinkers are not admitted. This allows staff to head off trouble early. Monitoring the door also allows staff to refuse entry to intoxicated persons. Request identification if there is any doubt about the age of a customer. Most licensees have found it useful to check evidence of age on all customers who look to be under 21 years of age. Acceptable evidence of age documents are: * National Age Card * Drivers Licence (with photograph) * Passport Some of the common methods to fake identifications are: * Using another person s identification document; * Inserting a substitute photo into the false document, and * Altering the date of birth. When checking a person s identification: * Pay close attention to their physical features, such as their nose, freckles etc. * Check the photo for bumps; and * Carefully check the date of birth for liquid paper, letrasetting or scratching. Take false age cards from underage drinkers. Pass the false card to the local Community Gardaí who can warn, or in the case of reoffending, prosecute the offender. Staff who walk around the floor area of venues can help identify underage drinkers who are not going to the bar to order. Avoiding Violence Good management and effective standards in the premises are the keys to encouraging good customer behaviour. Some important factors are: * Removal of glasses, containers and litter regularly; * Adequate numbers of licensed crowd controllers * Adequate toilet facilities * Video camera surveillance in large clubs; * A balance between the numbers of men and women attending the premises; * Non-aggressive staff monitoring the door; these staff should vet underage persons; * Ready availability of food, lowalcohol and non-alcoholic drinks; * Well trained staff; * Excellent customer service; * Variety of spaces and activities; and * Adequate seating arrangements. Licence holders should be aware that their premises are potentially more attractive and profitable if they avoid problems caused by intoxicated customers. 21

12 22 This section explains how to identify signs of intoxication. It provides some guidelines for refusing to serve an intoxicated customer. Be Alert Monitor the alcohol consumption of customers or groups of customers. This can be a useful aid in heading off a problem before it gets out of hand. Some factors to monitor are: * The type of drinks ordered; * Who is doing the ordering? * Keep track of those ordering doubles; * How fast the customers are drinking; * Is everyone at the table drinking? * Is anyone urging others to drink faster? MONITORING YOUR BAR AREA Keeping track of alcohol consumption can be a useful aid in heading off a problem before it gets out of hand. * Is there a drinking contest going on? and * Are the customers eating any food? Remember it will take up to 30 minutes or more for alcohol to have an effect. If the customer is already intoxicated another 30 minutes might find them in a bad state. Recognising Signs of Intoxication To be responsible, staff need to recognise and watch for the obvious warning signs of intoxication. These warning signs reflect the changes in behaviour that can result from drinking too much. As alcohol is consumed; * Inhibitions become relaxed; * Judgements become impaired; * Reactions slow down; and * Co-ordination decreases. Careful observation and common sense are needed to assess if someone is becoming intoxicated. Be alert to the following signs: A noticeable change in behaviour: * Becoming loud or disorderly; * Suddenly being bad tempered or aggressive; * Suddenly using bad language; * Annoying other customers; and * Slurring or making mistakes in speech. A lack of judgement: * Being careless with their money; * Making silly statements; * Complaining about the strength of a drink; and * Drinking faster. Clumsiness: * Spilling drinks; * Difficulty in picking up change; * Fumbling with cigarettes; and * Trouble removing articles from a wallet or purse. Loss of co-ordination: * Swaying and staggering; * Difficulty in walking straight; and * Bumping into furniture and other customers. Decreased alertness: * Drowsiness; * Delays in responding to questions; * Difficulty in paying attention; and * Not hearing or understanding what has been said. The smell of alcohol A strong smell of alcohol is a useful sign that a person is intoxicated. A person may have slurred speech or a lack of coordination because they have a disability. However, if these signs were combined with the smell of alcohol it would be reasonable to assume that the person is intoxicated. The smell of alcohol is an important indication. Intervention Even when management and bar staff do their best, some customers may still become intoxicated. Do not serve a customer who comes to a licensed premises intoxicated. When it is noticed that a customer has become intoxicated, stop serving them. Staff also have a legal duty to remove the intoxicated person from the premises. 23

13 Refusing service is a difficult situation. It can get out of control if not handled with sensitivity and tact. The following TAKE CARE steps can help avoid a difficult situation. 24 T A K E C A R E Tell Early If the situation has been monitored properly and the early signs of intoxication recognised, then this is the time to act. A quiet word of warning at this point can save big problems occurring later. It might be useful to use other members of a group to warn the offending person. Avoid put-downs * Don t be judgmental; * Don t say things like "you re drunk" or "you ve had too much"; * Don t scold the customer; and * Don t appear to be blaming them. Keep calm Your tone of voice is very important. You need to have a firm voice without being aggressive. Do not raise your voice. Behaviour breeds behaviour. You can calm them down if you remain calm yourself. Ever courteous Customer service demands that staff respect their customers. Be polite. Staff might say something like; * "I m sorry, if I served you another drink I d be breaking the law"; or * "I m sorry, if I serve you another drink I d lose my job"; or * "I m concerned about your safety". Clarify refusal Explain why service is being refused. Remember to focus on the behaviour, not the individual. Sometimes a customer may think they are being barred from the premises. Explain that they are welcome back tomorrow if they behave. Alternatives Offer to call a taxi. Switch customers onto low or non-alcoholic drinks. A warning that this will be the last drink for a while may allow them to "save face" in front of their friends. Report Make sure that other staff are aware of what has happened. Keep an incident logbook near the bar and write down what has occurred. If the customer injures a third party, after leaving the premises the record of events may be of assistance. Echo If the customer is a regular, staff can quietly reinforce the message when they return. They will usually be in a more receptive state to hear and understand why the action was taken. The customer may even thank staff for looking after them. 25

14 Refusing service is a difficult situation. Some other good tips are: * Never touch the customer; * Speak to them away from others as a face saving measure; and * Don t be afraid to involve management. Signs and Symptoms of Drug Use Many of the signs and symptoms of drug use can be mistaken with alcohol intoxication or a number of other conditions. Therefore it is important that you do not jump to a conclusion of drug use without first considering some other alternatives. Further information on any of these drugs can be obtained by contacting the Health Promotion Unit of your local Health Board and requesting a copy of the "Understanding Drugs" booklet. The following table contains many of the common symptoms of drug use and it names the drug that may be the cause. It also includes a list of other possible non-drug reasons as to why the symptom may be present. 26 SIGN DRUG OTHER REASON Enlarged pupils, red eyes Cannabis (hash) Just been crying hyperactivity, talkative Amphetamine (speed) Naturally energetic or merry from alcohol 27 Slowed reactions, groggy Tranquillisers (Valium) Mild disability (i.e. stroke) or drunk from alcohol Customers with Disabilities and Impairments Staff must be alert to the fact that certain types of disabilities can create the impression that a customer is intoxicated. Dealing with people with disabilities requires handling with care, sensitivity and professionalism. Efforts must be made to avoid causing any embarrassment and staff must refrain from making any comments that could be interpreted as derogatory. Tiny pupils, dozing off Heroin (smack) Overtired or drunk from alcohol Over-confident, happy & Ecstasy (e) or Genuinely happy energetic Cocaine (coke) with life or merry from alcohol Drunk (slurred speech etc) Solvents (glue, petrol, Disability or has without the smell of alcohol thinners etc.) been drinking vodka Hallucinating LSD (acid) or Mentally ill or alcohol Mushrooms (mushies) withdrawals (DT s)

15 WHERE TO FROM HERE? 28 The Responsible Serving of Alcohol Workshop has given staff the opportunity to find out more about this subject. However, the workshop is only the beginning. To bring the ideas and plans discussed in the workshop to reality will take more commitment, work and involvement. That is why it is important to plan the next step now. Here are some guidelines: Before finishing the workshop, find out who is interested in taking this issue a step further. These people will form the core of an "in-house" Responsible Serving of Alcohol (RSA) Action Group for the premises. Arrange a definite time that the group can get together to discuss the issues raised in the workshop. At the meeting discussion topics could be: * Drafting a House Policy; * Acceptable proof of age identification; * Ways to promote low and nonalcoholic drinks; * Signage; * Support for staff refusing service; and * Further training. Discuss with management the suggestions for the development of a policy from the meeting. Communicate the policy to staff and customers. Display a house policy where everyone can see it. The licensee may choose to use the sign provided by the Vintners Association or have their own printed. Arrange a time for the group to meet again to review and finetune the policy. It is vital to have management support. Licensees should also aim to involve a cross section of staff. This will help to ensure that all issues are addressed. To bring the ideas and plans discussed in the workshop to reality, plan the development of a policy.