1.
Of the two (2) examples below, which is erratic drinking behaviour and why?
Top Tip! Please ensure you include in your answer which example and
explain why you chose this example. Your assessor will be unable to mark this
question if one of these parts is missing.
EXAMPLE 1
You are working a quiet Wednesday behind the bar in the local sports club. You
serve a woman a glass of red wine. Almost immediately she returns and asks for
one (1) shot of tequila. Five (5) minutes later she returns and orders beer. She
quickly returns for a gin and tonic. You look at her table and see she is alone.
You watch her go to the wine tasting table and return with multiple samples. A
short time later, she is back at the bar asking for a triple-shot vodka and soda.
EXAMPLE 2
You are working a quiet Wednesday behind the bar in the local sports club. You
serve a woman a glass of red wine. Almost immediately she returns and asks for
another red wine and orders a burger. You look at her table and see she is alone.
You watch her go to the wine tasting table and try one (1) sample. A short time
later, she is back at the bar for a pack of chips.
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2. Please read the House Polices Document to answer this question in line with
organisational expectations.
Following on from the previous question, what are two (2) actions you should
take if you observed this erratic drinking behaviour and why?
Top Tip! Please ensure you include in your answer what two (2) actions you
would take and explain why. You assessor will be unable to mark this
assessment question if one of these parts is missing.
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Erratic drinking is Example # 1
3. Please read the House Polices Document to answer this question in line with
organisational expectations.
You have just started your shift and your manager asks you to intervene at a
table. John, a local businessman, has been in your bar drinking for several hours
and has not ordered any food.
The manager mentioned that it is house policy to offer food and non-alcoholic
beverages to encourage customers to drink within their limits. He asks you to
speak with John.
Explain why you think the manager asked you to intervene and what you would
say to John.
Top Tip! Please ensure you include in your answer why you have been asked to
intervene and what you would say. You assessor will be unable to mark this
assessment question if one of these parts is missing.
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I offer something for eating and
4. Following on from the previous question, why it is important to have a
professional manner, remain calm and adopt open body language in this
situation and what can happen if you don’t?
Top Tip! Please ensure you include in your answer why it’s important and
explain what can happen if you don’t. Your assessor will be unable to mark this
assessment question if one of these parts is missing.
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Hey Sir, How was your day? , Is
5. Calculate how many standard drinks there are in the following recipe for Long
Island Iced Tea.
o 15ml vodka
o 15ml gin
o 15ml white rum
o 15ml tequila
o 30ml lime juice or lemon juice (fresh is best)
o 15ml sugar syrup
o Splash of cold soda
o 45ml of lime cordial instead of lime
o Juice and simple syrup (optional)
o Lemon wedge garnish
Hint 15ml is half a standard drink. Four (4) of the ingredients contain alcohol.
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assertive communication with the people and you have to be patient.
6. Open your House Polices Document
1. List two policies/procedures that ensure staff sell and serve alcohol
responsibly.
2. Briefly explain why each are important.
Here is an example of how you could answer this two-part question:
Example only (do not include this as your answer).
Policy/Procedure - Alcoholic drinks will be served in standard drink measures.
Why it’s important - This is to ensure people know and can keep track of how
much alcohol they are drinking
Your assessor will be unable to mark you answer if part 1 or 2 is missing.
o Attempt 1
4 standard drinks
7.
1. Open your House Polices Document
2. Look under the Code of Conduct
3. List one harm minimization rules that must be followed with regards to
minors/juveniles
o Attempt 1
Why is it important this is to ens
8. Please read the House Polices Document to answer this question in line with
organisational expectations.
A customer comes to the bar and asks you if they can have alcoholic jelly cups
or alcoholic milk.
Detail what you would reply to the person and why?
Top Tip! Please ensure you include in your answer what you would reply and
explain why. You assessor will be unable to mark this question if one of these
parts is missing.
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ply alcohol to minors Because is not legal and have strong sanctions.
9. You have just started your shift at a local bar. You are cleaning the bar area and
notice a guy sitting slumped on a chair by himself, pulling things out of his
pockets and dropping them everywhere. He looks intoxicated. Just as you are
about to walk up to him, another customer approaches and says he has a group
of friends somewhere in the venue. You chat with the man on the chair and
refuse service as you believe he is intoxicated.
He says his friend is in the venue and will be driving him home. What do you do?
Stuck? Re-read - Section 4: Steps to Refuse Service
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and is illegal to sell these products. Sorry, I can't sell these products.
10. Real Workplace Scenario – Illicit Drugs
Watch the is video:
It’s a busy Friday afternoon in the bar. He approaches the counter to order. You
think he is affected by illicit substances (drugs).
Detail below how you would handle this situation within organisational
requirements using appropriate language to de-escalate conflict. To view the
organisational requirements: Open your House Polices Document, look under
the Code of Conduct.
Your response must include:
1. What you would say – the wording you would use regarding the law
2. How you would show your duty of care
Top Tip! Please ensure your answer includes 1 & 2. You assessor will
be unable to mark this question if one of these parts is missing.
Stuck? Re-read - How to Refuse Service
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o Attempt 1
up and his friend doesn't drink alcohol and that save for our customer.
11. Real Workplace Scenario – Emotional Distress
Watch the is video:
The busy Friday afternoon continues.
Detail below how you would handle this situation within organisational
requirements. To view the organisational requirements: Open your House
Polices Document, look under the Code of Conduct.
Detail below the procedure on how you would handle this situation:
This must include:
1. The wording you would use regarding the law or house policy
2. How you would show your duty of care
Stuck? Revisit – Section 4 - Steps to Refuse Service & How to Refuse Service
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1. Controlling intoxicated perso
Customers suspended for drug
I will empty with the customer an
12. Why are the following considered to be good strategies to defuse a situation
when refusing service?
1. Take the patron away from an audience
2. Blame the refusal on the law and
3. Point to signage
Please address each strategy in your answer.
Stuck? Re-read – Section 4 Difficult Situations, How to Refuse Service, Fail to
Quit
Top Tip! Please ensure your answer why each - 1, 2 & 3 are good strategies. You
assessor will be unable to mark this question if one of these parts is missing.
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I am going to notify my manage
13. Real Workplace Scenario – OBSERVATION
Watch the is video:
Detail below how you would handle this situation within organisational
requirements. To view the organisational requirements: Open your House
Polices Document
Provide a video responding to Greg, as you would in the workplace.
Your response must:
1. Be delivered in a manner that de-escalates conflict – speak clearly and
firmly
2. Refuse service AND provide a reason AND refer to the law or house
policy
3. Include your duty of care
Stuck? Re-read – Section 4 Communication Techniques & How to Refuse Service
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Volume 90%
13.. Answer
1. Take the patron away from an audience
Most important be friendly with the customer, You don't say never " Alcoholic
person" badly you can be firm and clean in your word, Sorry Miss is enough
for this night.
2. Bleme the refusal of the law
The law is clear Can not serve alcohol a people intoxicated.
3. Point to signage
This exercise reaffirm
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14. Real Workplace Scenario
Following on from the previous question, watch this video to see Greg's reaction
to being cut off:
Detail below how you would handle this situation within organisational
requirements. To view the organisational requirements: Open your House
Polices Document, look under the Code of Conduct.
WA liquor law and the Code of Conduct requires a drunk or disorderly person to
be refused service and then asked to leave.
Detail below the procedure on how you would handle this difficult situation
to ask Greg to leave the club.
This must include:
1. How you maintain a professional manner
2. The wording you would use regarding the law or house policy
3. How you would show your duty of care
Top Tip * remember your aim is to de-escalate the conflict and ensure the safety
of all patrons
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o Attempt 1
subir video
15. Following on from the previous question.
Answer below in accordance with organisational requirements. To view the
organisational requirements, click here - House Policies Document.
The situation with Greg continues to escalate.
You are feeling that this situation is too much for you to handle, who could you
get to help?
List three (3) people/resources that could help.
Top Tip! Please ensure you include three (3) examples. You assessor will
be unable to mark this question if one of these parts is missing.
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me is the law, I can call you a taxi driver or could you use my Phone?
16. Watch the video below and answer the questions that follow.
What are three indicators that Barry is intoxicated?
Type your answer in the box below. List specific examples from the video.
Top Tip! Please ensure you include three (3) examples. You assessor will
be unable to mark this question if one of these parts is missing.
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re alcohol a person intoxicated, I can call a taxi driver or your friend .
17. Following on from the previous question.
List three (3) actions you could have taken to prevent Barry and
Louise becoming intoxicated.
Type your answer in the box below.
Top Tip! Please ensure you include three (3) examples. You assessor will
be unable to mark this question if one of these parts is missing.
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1. Offer Food
2. Offer Drinks not alcoholic
3. Give coffee
18. Following on from the previous question.
List three (3) actions you could have taken to prevent Barry and Louise becoming intoxicated.
Type your answer in the box below.
Top Tip! Please ensure you include three (3) examples. You assessor will be unable to
mark this question if one of these parts is missing.
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Attempt 1
Answer
1. Offer Food
2. Offer Drinks not alcoholic
3. Give coffee
