Alcohol at University Events INFORMATION FOR SERVERS and SERVICE INTERVENTION

Transcription

1 Alcohol at University Events INFORMATION FOR SERVERS and SERVICE INTERVENTION Alcohol is a drug. It acts as a depressant on the central nervous system. In small quantities it is mildly tranquillizing. It is absorbed into the blood stream and travels to the brain. The level of alcohol present in the blood is referred to as the Blood Alcohol Concentration (BAC). At a Blood Alcohol Concentration of:.05% a person's self-control is affected and their inhibitions relaxed, % a person's judgement and memory are affected,.20% a person's balance and sensory perception are affected,.30% a person can no longer function,.50% a person can no longer live. This level is lethal. (These are estimates and are based on the below factors, this varies from person to person) What Affects Intoxication? Factors affecting an individual's reaction to alcohol include: A. How much is drunk within what time frame. Having fewer drinks over a long time span (i.e.: one drink in one hour) allows the body to metabolize the alcohol and limits its build-up in the blood stream. B. Is the stomach full or empty? Food helps to slow down the rate at which alcohol is absorbed into the blood stream through the small intestine. However, if a person decides to drink heavily over a short period of time, s/he will still become intoxicated even if s/he has eaten. C. Size and body build. If a person weighing 140 lbs and standing 5'6" and a person weighing 185 lbs and standing 6' both drank the same amount of alcohol, the larger person's body would dilute the alcohol to a greater extent than the lighter person's. Why? Because the larger person has a greater amount of water in their body. Fatty tissue does not contain very much water and will not absorb very much alcohol, hence more alcohol makes its way into the bloodstream. Leads to higher BAC. D. Gender. On average, women absorb more alcohol into their blood than men do, even if they are the same size and drink the same amount. Women tend to have a greater amount of fat tissue (which doesn't absorb alcohol) and they produce fewer enzymes that break alcohol down. E. What is being drunk? Any alcohol is intoxicating but there are ways to slow down the process. Beer and wine are made with non-alcoholic substances that slow down the rate the alcohol is absorbed by the bloodstream. Drinking liquor with water instead of carbonated mixes also slows down the absorption rate. Carbonated beverages tend to speed up the absorption of alcohol. Reduce the amount of sugar you consume with your alcohol. The forced metabolism of sugar AND alcohol by your body will accelerate the depletion of B vitamins and make a hangover worse. However diet drinks can increase how

2 fast you get intoxicated. No calories in diet drinks means there is nothing for body to process before alcohol is absorbed. Pop and juice have some nutrients and carbs so stomach and intestines have to also work on those while absorbing booze. F. Setting/Mood/Atmosphere. How someone is feeling affects how they react to the alcohol they've consumed. If someone is tired, the first drink may have the same affect the third usually does. G. Tolerance. People who are experienced drinkers can sometimes effectively cover-up the early signs o intoxication. Chronic drinkers could have increased sensitivity to alcohol, especially if they have brain and liver damage. H. Other influences. The effects of alcohol on a person's body will also be affected by other factors - illegal or legal drugs, current state of health, allergic reactions or irritations, colds, etc. SERVICE AND SERVER INTERVENTION Responsible service by alcohol providers includes identifying patrons who have become intoxicated and refusing them service. What do we mean when we say someone is intoxicated? How does an intoxicated person behave? For our purposes, we consider Level 2 the point at which alcohol service should stop. Four levels of intoxication and impairment are: LEVEL 1 - LOSS OF INHIBITIONS At Level 1, there may be few physically visible signs of intoxication. Loss of inhibitions may be indicated by: A willingness to take unusual risks Overly friendly behaviour Loud and sometimes abusive behaviour Annoyance of other guests Mood shift which may include displays of aggression and/or depression LEVEL 2 - IMPAIRED JUDGEMENT At this level, an individual is having difficulty evaluating what is going on around them and how it relates to them. This level may be indicated through the following behaviours: Inappropriate speech patterns (volume, speed etc.) Forgetting where drink was placed Having two cigarettes lit Increased alcohol consumption rates, including purchasing multiple drinks Irrational statements or accusations Belligerent or overly friendly attitudes toward other patrons or staff The first physical signs of intoxication also become visible. They may include: Clumsiness in handling small items like coins Sleepiness It is at this point that alcohol service should be stopped. Offer non-alcoholic beverages instead.

3 LEVEL 3 - IMPAIRED REACTIONS At Level 3, an individual is unable to concentrate fully, or even follow a train of thought for a prolonged period of time. Actions that should be automatic, like picking up a glass, become difficult. Individuals with impaired reactions may also show signs of: Excessive perspiration Slurred speech Glassy eyes, bloodshot eyes and/or inability to focus Lighting the wrong end of a cigarette Less responsive to questions or actions Flushed appearance, dizziness Sullen, brooding detachment from surroundings Very often, people who have impaired reactions bump into others and objects LEVEL 4 - IMPAIRED CONDITION At this level, there is difficulty with muscle control. Walking may take a great deal of effort. Individuals may sway, stagger or need support in order to stay vertical. If they are seated, individuals may support themselves by leaning on a table or slumping down in their chairs. Senses may be numbed and vision doubled. This insensitivity could be dangerous. If the individual was to fall or injure her/himself, s/he wouldn t be aware of it because s/he wouldn t feel it. Contrary to myth, the following WILL NOT sober up an intoxicated individual: A. COFFEE - Providing black coffee in copious amounts only acts as a stimulant, it does not diminish the effects of the alcohol. Instead, you are now facing a wide-awake, caffeine-stimulated drunk. Caffeine, like alcohol, is a diuretic, meaning it's dehydrating. So even if caffeine temporarily takes the edge off, its dehydrating effect may eventually bring the ugly effects of alcohol back full force. It can also lead to a bigger hang over. Once you add caffeine, a drunk can stay awake; possibly leading to more excitable behaviour or possibly leading to violent and irrational behaviour. Drinkers feel more alert, leading to feeling sober, possibly drinking more or driving home. Large quantities can also lead to health problems. Alcohol slows heart rate, caffeine increases heart rate, body has to compensate for both... B. FRESH AIR AND/OR EXERCISE - Taking a walk won t sober someone up, but it will remove them from the source of the alcohol for a time. Taking a spin on the dance floor (provided the individual is still able to stand on their own) will provide a similar break in the consumption routine. Only 5% of alcohol is excreted through sweat, breath, urine, saliva, ect. C. SWITCHING DRINKS Alcohol is alcohol in whatever form. The only drink you may want to switch to is something non-alcoholic (besides coffee) that will allow the body time to absorb the alcohol already consumed.

4 D. VOMITING - Vomiting may relieve the nausea that sometimes comes with over consumption and it may even get rid of some of the alcohol still in the stomach. What it won t do, however, is decrease the amount of alcohol in the blood stream and that s the only way to become sober. THE ONLY THING THAT WILL SOBER A PERSON UP IS TIME. USE IT WISELY. SERVER INTERVENTION Even though your staff may have been diligent in their efforts to monitor patrons alcohol consumption, you may still have patrons who have become intoxicated. To continue to serve them alcohol would not only be illegal, it would make you directly liable for their well-being and their actions. PROTECT YOUR PATRONS AND YOURSELF! REFUSING SERVICE If a patron has reached Level 2 and is showing impaired judgment you, as an alcohol provider, have the right and the duty to refuse service to an intoxicated patron. While you needn t tolerate abusive behaviour from a drinking patron, please keep in mind that tact, courtesy, respect and friendliness go a long way toward avoiding explosive situations Remember the following points when refusing service to a customer. Avoid a confrontation. Speak to intoxicated patrons privately and avoid embarrassing them in front of their friends or colleagues. Keep your voice low but firm. No matter what the response from the guest is, be courteous. Allow a guest to maintain their integrity. Offer non-alcoholic alternatives in a friendly manner. If the guest asks for a drink, hand him/her a soft drink and say "Coke is it." Suggest alternative activities to further consumption (ie: dancing, food). Avoid bargaining and don t back down. Nothing undermines the server s authority more than trading off with an intoxicated person. Once cut-off they must remain cut-off. Changing a decision undercuts not only the server involved, but other staff as well. Try not to use emotionally charged words. Using words like "drunk", "loaded", etc. reinforces the feeling that the patron is being attacked personally. Get the point across in as clear and neutral a manner as possible. Avoid acting superior. Avoid being flippant or patronizing. Giving the patron the impression that you know what is best for him/her will not work. Do nothing to give the impression that you are passing judgment on the patron s behaviour. Give a clear reason for your behaviour. Let the patron know that University policy and law require you to refuse service. Being open about duties and obligations will make the action seem less arbitrary and not a personal attack. Listen and empathize. Acknowledge the patron s anger, frustration and disappointment. Remind the patron that this refusal of service only applies to this night. Build up patron s importance rather than doing anything to lessen his/her status. Keep an eye on patrons who have been refused service. As well as advising other serving staff that a guest has been refused service, make sure that the supervisor on duty is aware that the person has been cut off. If the patron is in the company of friends, make sure that they are not providing him/her with alcohol. Source: Office of Student Affairs. Server Training Program, Manual for Managers and Coordinators of Licensed Campus Events. Toronto: University of Toronto, 1991

5 HANDLING THE INTOXICATED Sometimes a patron who has been denied service does not cooperate and tries to continue drinking. At this point, removal of the guest from the premises is necessary, keeping in mind that his/her safety is still your responsibility. Make sure steps are taken to ensure the individual gets home safely and DON T ALLOW HIM/HER TO DRIVE. If a patron has become so intoxicated that s/he is sick or unable to walk home, DON T LEAVE HIM/HER ALONE. If removal of a drunk patron has become necessary, it should be done as quickly as possible with the least amount of force. Using unreasonable force may result in injury and subsequent criminal or civil action. If there is the chance of a violent reaction from a patron, contact Campus Security Services or the Edmonton Police Service. The following tips may come in handy when handling a drunk patron. Stay calm and don t over react. Always speak in a clear, firm, calm manner. Keep the other patrons away. Unless the individual s friends are helping in his/her removal, avoid letting others get involved in the matter. Whatever you do, do not enter into a debate on the issue - it is non-negotiable. Don t give an intoxicated person anything to eat or drink (if they are unable to consume it without assistance). This includes water. Do not attempt to move a patron who has fallen. Someone who is intoxicated may be severely injured but be unable to feel the pain. Keep him/her still and comfortable while waiting for help to arrive. If the person is vomiting, turn his/her head to the side to prevent the swallowing or inhaling of vomit. Make sure someone sober stays with him/her and watches his/her breathing. Source: Office of Student Affairs. Server Training Program, Manual for Managers and Coordinators of Licensed Event. Toronto: University of Toronto, 1991 DEALING WITH AGGRESSIVE BEHAVIOUR Whether we like it or not, alcohol providers/servers should anticipate having to deal with aggressive and abusive behaviour from some patrons. Hopefully, we can provide you with some suggestions for managing these situations in a detached and professional manner. The intent of this section is to provide you with information on how abusive behaviour develops and illustrate how your responses could help to deescalate that behaviour and avoid an explosive situation. There are four identifiable behavioural levels in the development of an abusive situation. These levels are not necessarily self-contained but may overlap. All four may occur in every situation. LEVEL 1 - ANXIETY Anxiety is usually characterized by misdirected or non-directed energy such a jingling coins, tapping feet or drumming fingers. In the case of someone who is considered "high energy", withdrawal may indicate anxiety. Anxiety is a state in which an individual s energy level is building -` but towards what is not always easy to determine. It is at this point that many potentially abusive situations can be defused. Approach - Use a supportive response. Pay attention actively to the source of anxiety and use empathy in framing your reactions.

6 LEVEL 2 - DEFENSIVE REACTIONS If a supportive response comes too late or is ignored, the patron's behaviour may escalate to the second level and become defensive. This is characterized by a loss of rationality, which may be demonstrated through verbal belligerence and hostility. The individual may attempt to challenge or intimidate you, your authority and/or the institution you represent, or to goad you by making references to your race, colour, religion, sex, weight, intelligence or the hair on top of your lip. If they succeed in getting a reaction from you, there is often little chance of defusing the situation. Approach - Use a directive approach and set behavioural limits for the person who is acting out. Make sure the limits are clear, understandable and simple. Make sure they are enforceable (be assured that they will be tested). State the limits in a non-threatening manner. The object is to make the difficult person realize that the consequences of her/his behaviour are her/his responsibility. Try to emphasize the positive rather than the negative consequences of complying with the limits. Try to avoid ultimatums as they are extremely confrontational. Probably the hardest thing of all to do in this situation is to remove yourself (more importantly, your ego) from this altercation. This is not personal. LEVEL 3 PHYSICAL AGGRESSION Physical aggression can be characterized by someone who is no longer listening to reason and may present a danger to herself/himself, staff members or other patrons. Approach - When all attempts at verbally managing the situation have been unsuccessful, it may be necessary to use physical intervention as a last resort. This should be done by someone specially trained. Contact Campus Security Services or the Edmonton Police Service. LEVEL 4 - COMING DOWN Following a release of energy or tension, people experience a physical and emotional "coming down" and may appear to be confused, withdrawn and even apologetic. They begin to regain control and their thinking becomes rational and may be showing embarrassment or regret for their actions. Staff can assist in this "coming down" process. Approach - Acknowledge their emotions as real. Do not attempt to punish them for their loss of control, only ask them to accept responsibility for the consequences of their behaviour. Source: Office of Student Affairs. Server Training Program, Manual for Managers and Coordinators of Licensed Campus Events. Toronto: University of Toronto, 1991