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Original Question
Question 4: Provide appropriate assistance to different customers when refusing service Scenario You are working at a busy nightclub and have been monitoring a patron for the last hour. The patron has not ordered a single drink, but you have noticed significant changes in their behaviour since they first arrived afthe venue. They have become increasingly agitated and jittery, bouncing around, and talking at a rapid pace. Another employee has mentioned that they have seen the patron enter the toilets several times since they have arrived at the venue. You start to think they could be affected by something other than alcohol, considering they have not ordered an alcoholic drink since they have arrived. Consider what may cause this type of behaviour. Keep in mind you may not know if or what a patron is affected by but you must still respond to any signs of potential intoxication or drug use appropriately. Any decisions made about the state of a patron, refusal of service or assistance provided need to be supported by what you have observed, the reasonable belief you have formed and your duty of care. Part 1 The patron approaches the bar and asks for a vodka and soda. You notice that their pupils are dilated and they are grinding their teeth. Demonstrate how you would refuse service to this patron. In your response make sure to: Speak as if you are speaking to the patron – answers provided outside of the roleplay will not be accepted; Correctly identify what the patron appears to be showing signs of and refuse service based on this; Clearly explain why they are being refused service – In a situation where you believe a patron may be intoxicated or under the influence you need to be able to communicate this clearly to them. Vague references or terms are not acceptable; and Not be judgemental or accusatory – you are just forming a reasonable belief Part 2 home now. After being refused service, the patron’s mood changes and they become visibly upset. They tell you that it’s not your fault but they just want to go Demonstrate what assistance you would offer to this patron. In your response make sure to: Speak as if you are speaking to the patron – answers provided oufside of the roleplay will not be accepted; Offer appropriate assistance to the patron based on the signs their displaying and their emotional state; and Consider your duty of care to help the patron get home safely View Slide (course notes to help answer this question) Step 1: Read the Questions Before answering, take the time to read the questions and the course slides above. Figure out your answers and write some notes about what you are going to say. Step 2: Record Your Answer Click to Record Your Answer Part 3 You need to be able to seek assistance from other staff in the venue and refer situations beyond your scope to the appropriate person. Who could you seek assistance from within the venue to help you with this patron? In your response make sure to: Identify who is an appropriate person to provide assistance for a patron displaying these signs and who may pose a safety risk; and Seek assistance from an appropriate person within the venue;
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