Answer to Question 1
While it depends upon the specific employee, an autocratic leadership style may be best for younger workers, especially if they are learning to do their jobs. Experienced older employees might benefit from the democratic leadership strategy because they need less direct supervision. Between these two extremes are other employees where leadership styles discussed in the chapter could be applicable.
Answer to Question 2
I. Wait until the Guest Orders It's best to allow a customer to consume their beverage and then refuse service before serving another drink, never after the drink has been delivered. Also, never take a drink away from a customer, as it most likely shouldn't have been served in the first place, any attempt to remove the drink will escalate the risk of conflict.
II. Alert a Backup Always inform at least one fellow employee when an intervention is going to take place. The co-worker can assist by contacting police if any behavior by the intoxicated consumer becomes inappropriate such as being overly aggressive or abusive in any manner.
III. Isolate the Guest if Possible When having to deny an individual the service of alcohol, it may be helpful to isolating the guest if possible. This assists the individual in averting possible embarrassment and may prevent a heightened conflict. Management and staff should always be assertive in order to avoid any miscommunication; speaking firmly and calmly and certainly tactfully when informing the guest that service is being stopped.
IV. Do Not Be Judgmental When conducting an intervention; it's helpful to lessen conflict by avoiding such phrases as You are drunk This only heightens the potential for conflict. A more effective comment may be Unfortunately, we won't be able to serve any more alcoholic beverages this evening.
V. Contact the Police Contact the authorities immediately if at any point the intoxicated customer uses strong verbal abuse, uses any form of physical abuse, or begins to drive away. All staff should be comfortable in this option as a preventive measure in order to lessen any further disaster.
VI. Don't Make Contact It's extremely important to never touch or attempt to physically restrain an intoxicated guest. The natural reaction of many intoxicated individuals may be to become aggressive and attack. Also, to some individuals, the contact may be perceived as sexual or hostile.
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