MANAGE INTOXICATED

PERSONS
D1.HBS.CL5.17
D1.HSS.CL4.07

Slide 1
Subject Elements
This unit comprises three Elements:
Determine the level of intoxication
Apply appropriate procedures
Comply with legislation.

Slide 2
Assessment
Assessment for this unit may include:
Oral questions
Written questions
Work projects
Workplace observation of practical skills
Practical exercises
Formal report from supervisor.

Slide 3
Element 1:
Determine the level of
intoxication

Slide 4
Determine the level of intoxication

Performance Criteria for this Element are:

Assess intoxication levels of customers

Offer assistance to intoxicated customers politely

Refer difficult situations to an appropriate person within
or outside of the establishment
Seek assistance from appropriate people for situations
which pose a threat to safety or security of colleagues,
customers or property.

Slide 5
Alcohol
Many hospitality venues serve alcohol in their
various food and beverage outlets
It is part of most cultures that alcohol is served,
with or without meals
Whilst for the most parts customers are able
to enjoy themselves and drink in a responsible
manner, this is not always the case.

Slide 6
Alcohol

The purpose of this subject is to enable hospitality staff to:

Understand the legal implications when serving alcohol
Understand their responsibilities in relation to the
service of alcohol
Handle situations where people are intoxicated.

Slide 7
Duty of care

The primary responsibility a business has is to ensure the

health and safety of those who either:
Frequent an establishment or
Are impacted due to its existence.

Slide 8
Duty of care

Managers and staff have a duty of care to make sure that

all people are safe from harm when:
On the premises
When they leave.

Slide 9
Duty of care

This duty of care is owed to all people in the environment

including:
Customers
Owners
Managers
Staff
General Public.

Slide 10
Responsible service of alcohol

Every organisation must promote the responsible service

of alcohol.
What is it?
How do you do it?

Slide 11
Responsible service of alcohol

Benefits to the business:

Increase to reputation
Reduces fines and liability
Allows a business to remain operational
Increased business and profits as people feel
comfortable visiting your establishment
Less likely to have damage to the premises
due to breakages, spillage, vomit.

Slide 12
Responsible service of alcohol

Benefits to the business:

Reduced costs to repair broken items
Create disorder and ruin the ambience
of a venue
Reduces staff costs as less staff are required
to handle drunk patrons
Reduced liability and insurance
Reduced legal claims.

Slide 13
Responsible service of alcohol

Benefits to staff:
Less stress for staff
Less potential harm or threatening actions
Enables easier communication with customers
Less work for staff
Creates a safe and harmonious work place
for all staff and customers
Increases job satisfaction and security.

Slide 14
Responsible service of alcohol

Benefits to customers:
Reduces chance of customers hurting themselves or
others
Allows the atmosphere and experience of fellow
customers to be positive
Reduces violent or threatening behaviour
Reduces crimes and domestic violence
Reduces drink driving which is a leading
cause of road and pedestrian accidents.

Slide 15
Alcohol
Alcohol is a substance that has become an everyday
part of society
However what it is and how it affects the body is often
not discussed.

Slide 16
Alcohol
The intoxicating ingredient in alcoholic beverages is
known as ethyl alcohol or pure alcohol
This ingredient is contained in all alcoholic drinks
However the level of concentration differs
between drinks.

Slide 17
Alcohol

In order to make measurement as uniform as possible, the

agreed convention for standardizing drinks is grams of
pure alcohol.

Slide 18
Alcohol by volume

Different drinks will also have some different strengths.

This is referred to as alcohol by volume.
Examples include:
Beer: normally 3 5 %
Wine: normally 12 14%
Spirits: normally 37 43%.

Slide 19
Standard drink

A standard drink will always contain a given amount of

pure alcohol, regardless of whether it is beer, wine or
spirits.

Slide 20
Standard drink
A standard drink is commonly defined as a beverage
that contains 10 grams of pure alcohol
This may vary between 8 and 14 grams in different
countries
Some countries do not identify a standard drink.

Slide 21
Standard drink

As a general rule, a standard drink can be defined as:

30 mls of sprits
285 mls of full strength beer
100 mls of wine.

Slide 22
Standard drink
In reality, most alcoholic drinks are not served as a
neat standard drink
The size of the glass and pouring size may mean a
drink contains more than 1 standard drink or 10 grams
of alcohol.

Slide 23
Standard drink

For example:
A 330ml bottle of beer (5% ABV) may contain
13.2 grams of alcohol / 1.3 standard drinks
A 200ml glass of wine (12% ABV) may contain
19.2 grams of alcohol / 1.9 standard drinks
A 568ml (pint) of beer (4% ABV) may contain
18.2 grams of alcohol / 1.8 standard drinks.

Slide 24
Determining standard drink
A formula for working out how many grams of alcohol / standard
drinks in a beverage is:

{Amount of drink (ml) X Strength of drink (ABV)} x 8

1000

Slide 25
Effects of alcohol

Many people enjoy visiting hospitality organisations as it

provides a chance for people to relax, unwind and enjoy
themselves through the provision of good food, beverage and
entertainment.
Why do people drink alcohol?
What effects does it have?

Slide 26
Effects of alcohol

It is still important to remember that alcohol:

Depresses the brains functions
Which leads to changes in a persons behaviour.

Slide 27
Effects of alcohol

When consumed in an irresponsible manner alcohol can

become a:
Dangerous and damaging substance
Which can have serious effects on a person.

Slide 28
Effects of alcohol

Therefore as a staff member within the hospitality industry,

it is important that you ensure customers:
Consume alcohol in a sensible manner
Understand the effect alcohol has on people.

Slide 29
Alcohol and the body

Alcohol entering body

Alcohol, when consumed it is normally swallowed and goes
into the stomach
The stomach breaks down food and drink before passing it
to the small intestine
It is then absorbed into the bloodstream
The less food eaten, the quicker it is absorbed.

Slide 30
Alcohol and the body

Alcohol entering body

The bloodstream then carries the alcohol to the brain
This process takes about 5 minutes
It starts to affect the function of the brain including:
Judgement
Inhibitions.

Slide 31
Alcohol and the body

Alcohol entering body

As more alcohol is absorbed, it continues to travel to other
parts of the body affecting other functions including:
Balance
Co-ordination
It is this effect that starts to make us appear
to be drunk.

Slide 32
Alcohol and the body

Alcohol affects people differently

In essence, alcohol affects different people in different ways
due to:
Speed of drinking
Strength of drink
Persons sex
Persons weight
Amount of food eaten
Tolerance to alcohol.

Slide 33
Monitoring intoxication

As a staff member, it is important to:

Know the early symptoms of intoxication
Refuse to serve such customers well before they become
obviously drunk.

Slide 34
Monitoring intoxication

As alcohol consumption increases it:

Worsens customers physical and mental functioning
Makes them less likely to be able to make decisions about
their own well being.
This is why it is up to the server to decide who has had enough
to drink, not the drinking customer.

Slide 35
Intoxication

What is intoxication?
Different countries will prohibit the sale or supply or alcohol to
someone who appears to be intoxicated or drunk.
By what does this mean?
When do you know someone has reached this level?

Slide 36
Intoxication

What is intoxication?
In summary, intoxicated is the bodys response to having
alcohol in the human system
This is always hard to identify so what signs exist that may
indicate intoxication?

Slide 37
Signs of intoxication

Loss of coordination
Being clumsy
Eyes seem unfocused or glassy
Bumping into furniture and other people
Staggering
Falling down or tripping over things
Inability to walk in a straight line
Inability to do basic tasks like lifting a glass
Knocking things over.

Slide 38
Signs of intoxication

Change in speech
Having trouble talking in a normal manner
Speech becomes slower and slurred
Volume of speech becomes louder
Person becomes outspoken.

Slide 39
Signs of intoxication

Moods, behaviour and conduct

Big changes in mood over time
Personality changes
Becoming isolated from group
Inappropriately affectionate
Extremely outgoing
Wanting to cause arguments
Being over affectionate to strangers.

Slide 40
Signs of intoxication

Quantity of alcohol consumed

The amount of drinks consumed
The rate of consumption
They are ordering more drinks at a time
The types of drinks normally become stronger
Complaints about strength of drinks.

Slide 41
Signs of intoxication
Smell of alcohol
Body language.
What can you read from body language?

Slide 42
Signs of intoxication

Tool to help identify intoxication

Coordination
Alcohol Smell
Unsteady
Slurred Speech
Eyes Glazed

Slide 43
Offering assistance
When it is determined that a person is intoxicated, it is wise
for staff to provide assistance where applicable
Just because someone is intoxicated does not mean they
need to leave the premises
It is important to remember that each situation must be
handled in a professional and discrete manner.

Slide 44
Monitoring the environment

Staff members must always be aware of the environment and

alert to the consumption of alcohol by groups or individual
customers within the establishment.

Slide 45
Monitoring the environment

When monitoring, be aware of:

Types of drinks being ordered
Who is ordering the drinks
Who is consuming the drinks
Rate of consumption.

Slide 46
Monitoring the environment

When monitoring, be aware of:

Whether food is also being consumed
People showing signs of intoxication
Any drinking games being conducted
Which people in the group could be of assistance
when dealing with intoxicated patrons.

Slide 47
Offering assistance

There are a range of suitable alternatives that can be

provided depending on the:
Individual situation
Level of intoxication.

Slide 48
Offering assistance

Types of assistance
Talk to the customer or their friend
Briefly explain your responsibilities
Promoting non-alcoholic drinks
Offer food.

Slide 49
Offering assistance

Types of assistance
Offering low-alcoholic beverages
Offer water
Slowing down service
Advise other staff.

Slide 50
Refer matters to appropriate people

It must be remembered, that the health and safety of staff,

other customers and the intoxicated person themselves is the
primary objective when handling instances involving
intoxication.
As customers become more intoxicated, the more difficult it
may be to handle the situation yourself.

Slide 51
Refer matters to appropriate people

As a staff member, it is not a requirement for you to place

yourself in harms way if you feel you cannot handle the
situation.
You may need to get the assistance from someone:
Inside the organisation
Outside the organisation.

Slide 52
Refer matters to internal staff

Internal sources of assistance

These persons include:
Supervisor or Manager
Security
DJ.

Slide 53
Refer matters to internal staff

Contacting internal sources

There must be an easy to use communication system to be
able to notify appropriate internal people.
Systems can include:
Pagers
Signals verbal or hand
Button
Phone call.

Slide 54
Refer matters to external sources

External sources of assistance

These persons include:
Police
Fire
Ambulance.

Slide 55
Refer matters to external sources

Contacting external sources

Easy to reach contact details can include:
Special button
Posters with contact numbers
Speed dials
Other methods that are suitable.

Slide 56
Element 2:
Apply appropriate procedures

Slide 57
Apply appropriate procedures

Performance Criteria for this Element are:

Analyse situation carefully

Apply procedures appropriate to the situation and in

accordance with organizational policy
Explain the position to the customer using appropriate
communication skills
Assist the customer to leave the
premises if necessary.

Slide 58
Establishing a safe venue and
atmosphere
The manager plays a pivotal role in ensuring the venue is
safe for all staff and patrons to enjoy.
They have control over:
What will be determined acceptable behaviour
and actions within a venue
How it should be run to ensure patrons
can enjoy the facility.

Slide 59
Establishing a safe venue and
atmosphere
Their decisions and actions guide the atmosphere of a
venue.
In essence the atmosphere is the general mood or feeling
of a place.
It influences the:
Behaviour and actions of customers
The way they drink
Their ongoing behaviour.

Slide 60
Drinking behaviour

Drinking behaviour is the greatest influence on:

How each persons behaviour and actions
The way a group interacts
The general conduct within the premises.

Slide 61
Drinking behaviour

By promoting, encouraging and controlling the drinking

behaviour, it will certainly help reduce the risks associated
with intoxication.

Slide 62
Drinking behaviour

Drinking behaviour depends on three different factors:

The drink
The drinker
The environment.
Removing or changing any one of these factors will alter
the drinking behaviour.

Slide 63
Creating the right environment

There are a number of factors that influence drinking

behaviour and the change and degree of problems
associated with intoxication.
These factors can be:
Positive
Negative.

Slide 64
Creating the right environment

Positive factors
High levels of cleanliness
Well trained and professional staff
Facilities in operational order
Good security measures
Regular removal or rubbish and waste
Prompt cleaning of tables and removal of dirty bottles,
plates and glasses
Adequate and well lit and ventilated toilets.

Slide 65
Creating the right environment

Positive factors
Non-aggressive security staff
Non-crowding policies
Mix between men and women
Good communication
Good activities
Safe venue layout
Video camera surveillance.

Slide 66
Creating the right environment

Negative factors
Unsupervised pool tables
TV showing aggressive, offensive, sexual or
intoxication-related images
Offensive or sexually explicit music
Congestion
Higher percentage of customers standing
Drunk or underage persons
Vomiting.

Slide 67
Creating the right environment

Negative factors
Drug dealing or drug use
Drunk customers in the premises
Staff being hostile or aggressive towards patrons
Staff allowing aggression or watching conflict
Staff sending people outside to fight
Late intervention in situations by staff.

Slide 68
Creating the right environment

Negative factors
Patrons served double at closing time
Served after closing time
Smokiness or lack of ventilation
High level of noise and movement
Lack of bar wiping, table clearing, toilet cleanliness
Openly sexual or sexually competitive activity
In-house promotion on alcohol and sexy dancing.

Slide 69
Assessing the situation
Once the risks have been addressed and action taken
to create the right atmosphere, this does not guarantee
problems will not arise
It is vital that not only managers, but all staff constantly
assess and monitor the situation as the shift unfolds.

Slide 70
Apply procedures

Every organisation that serves alcohol should have

established policies and procedures that are in place to
help promote the responsible service and consumption of
alcohol.

Slide 71
House policy

Establish a house policy

One of the most powerful ways of reducing the risks of a
breach of your duty of care or local laws and regulations is
to have a house policy that is:
Visible

Understood by staff and customers

Always applied.

Slide 72
House policy

Establish a house policy

They contain the laws and rules of a specific
organisation
It creates a framework for how an organisation
will promote the safe supply and consumption
of alcohol
They are often written by and unique to a venue.

Slide 73
House policy

Inclusions in a house policy

The following, at a minimum, should be included in a
house policy:
Expected standards of behaviour of customers
A list of those not to be served alcohol
Limits for cocktails, shots or shooters.

Slide 74
Signage

Most laws will require or encourage a premises to have

suitable signage placed in locations that can be:
Seen by customers
Referred by staff.

Slide 75
Escalation Plan

It is wise to have a plan for if things get worse.

By having a plan which is understood by all staff members
before an incident takes place, there is a clear path of
pre-determined:
Responsibilities
Courses of action.

Slide 76
Identify and address current issues

Drink spiking
This is where alcohol or other substances is added to
drinks without the drinkers knowledge or consent.

Slide 77
Identify and address current issues

Drink spiking
Strategies to avoid drink spiking:
Warn customers not to leave drinks unattended
Have a policy regarding the maximum number of shots
per drink
Dispose of unattended drinks
Be suspicious of orders for drinks with
added shots of spirits
Look for signs that a person has become
suddenly drunk
Take notice of people offering to take
the affected person home.

Slide 78
Identify and address current issues

Binge drinking
Binge drinking is a very harmful practice of drinking too
much in a short period of time or in one-off episodes.
What can you do to reduce binge drinking?

Slide 79
Identify and address current issues

Other issues
What other current issues exist that are related to the
consumption of alcohol?
What causes them?
What risks are associated with these issues?
How can you control or eliminate these risks?

Slide 80
Steps when handling intoxicated patrons

When handling intoxicated persons, there are a number of

approaches that can be taken, depending on the individual
situation and severity of the problem.
Regardless of the action taken, it is important for staff to:
Be professional and respectful in their approach
Conduct in a sensitive and discreet manner.

Slide 81
Steps when handling intoxicated patrons

The following T-A-K-E C-A-R-E steps can help resolve

matters involving intoxicated patrons.
Tell early
Avoid put-downs
Keep calm
Ever courteous
Clarify refusal
Alternatives
Report
Echo.

Slide 82
Handling complaints
There will always be complaints that will be brought to
the attention of staff and management
When alcohol is involved, the number and types of
complaints may vary
Some may be logical whilst others unreasonable and
resulting from the requests of people who are
intoxicated or under the influence of alcohol.

Slide 83
Handling complaints

Regardless of the complaint, key points to dealing with

them include:
Listen carefully to the complaint, without interrupting
Show that you understand
Apologise
Seek a solution.

Slide 84
Handling complaints

Handling intoxicated complaints

It is important not to remain professional and treat
every complaint with respect
Remember, when people are angry, they
often throw insults.
Do not take insults personally or retaliate,
you have to remain professional
Dealing with complaints requires you to have patience
and to keep others around you calm.

Slide 85
Handling potential problem situations

Large Single Sex Groups

Whether due to celebration or party, single sex groups
often start drinking to excess, encourage a culture of
drinking games and fast consumption
Due to the nature of large groups, their actions and
noise level may impact on other customers as well.

Slide 86
Handling potential problem situations

Large Single Sex Groups

Appropriate techniques include:
Distribute house policy with confirmations of large
bookings or private functions
Speak with them on arrival
Welcome them and thank them for
their patronage
Notify them of expected behaviour.

Slide 87
Handling potential problem situations

Large Single Sex Groups

Appropriate techniques include:
Speak with them in a friendly manner and dont treat
them as a problem, until they do become one
Build up a relationship early on so its easier to speak
to them later
Set aside a separate area for them, if possible, to
avoid upsetting other customers
Identify the leader and make him or her responsible for
the groups behaviour.

Slide 88
Handling potential problem situations

Large Single Sex Groups

Appropriate techniques include:
Watch the amount they are drinking
Speak to individuals at the bar
Make it clear that, if one person causes trouble,
they will all have to leave.

Slide 89
Handling potential problem situations

Domestic argument
Visit the table, ask if all is ok
If it persists and or gets louder, you will need to ask
them once again if they are ok
Suggest that this is not the place for their argument.

Slide 90
Handling potential problem situations

Domestic argument
Let them know that, if they cant put aside their issues,
they will have to leave
Always remain impartial
Depersonalise the situation by stating it is your job, it is
house rules, and it is not personal.

Slide 91
Handling potential problem situations

Games or Sports
To help reduce potential problems:
Have a set of house rules for everyone to play by
Put a clear, fair system in place for how to book games
and how to determine who plays next
Ensure the area is well staffed to spot any potential
problems
Put in place a deposit system so
equipment is returned.

Slide 92
Asking customers to leave premises

Whilst is it unreasonable to ask every patron who is

showing even the smallest sign of intoxication to leave, it is
essential that a person will be asked to leave who:
Is using or threatening violence
Is disturbing the enjoyment of other patrons
Is disorderly or not abiding by premises rules
Is breaking the law
Is using disgusting, profane or foul language.

Slide 93
Asking customers to leave premises

Steps when asking someone to leave

Final warning
Notifying friends
Identify transportation
Arrange assistance
Explain why the person is being asked to leave.

Slide 94
Asking customers to leave premises

Steps when asking someone to leave

Explain transportation options
Follow the person to the door
Ensure the person is safely off the premises
Ensure they are looked after.

Slide 95
Asking customers to leave premises

Steps when asking someone to leave

There will be times, when a more direct and forceful
action is required
The appropriate authorities must undertake this action,
whether by police or security.

Slide 96
Element 3:
Comply with legislation

Slide 97
Comply with legislation

Performance Criteria for this Element are:

Assess situations
Deal with intoxicated persons appropriately
Deal with underage drinkers
Comply with legislative requirements.

Slide 98
Comply with legislation

As a manager or a server in an establishment that serves

alcohol it is your responsibility that it is done in a manner
that:
Maintains the health and safety of all people concerned
Is legal
Promotes responsible service and
consumption of alcohol.

Slide 99
Legal considerations

There are a number of actions to ensure a safe and legal

operation including:
Establish a house policy
Avoid promotions that encourage irresponsible
consumption of alcohol
Train staff in responsible service of alcohol
Identify and address potential difficult situations
Create the right atmosphere.

Slide 100
Legal considerations

Tips to remember
Identify situations where problems may arise as early
as possible
Try to involve the customer by providing options
Treat the customer professionally
Dont touch the customer, where possible
Take action as early as possible
Follow all house policies, rules and regulations.

Slide 101
Underage drinkers

It is human nature for people who are under the legal age
of drinking in a specific country to want to consume
alcohol due to:
Peer group pressure
The right to fit in
The act of rebellion
Simply wanting to act older than they are.

Slide 102
Underage drinkers
Every establishment that serves alcohol, at some stage
will need to deal with underage drinkers
A person under the legal drinking age will be referred to
as a minor.

Slide 103
Underage drinkers

Reasons for having a designated drinking age

Every country will have a designated age in which
people are allowed to legally drink alcohol
This is set because the consumption of alcohol by
minors is very dangerous.

Slide 104
Underage drinkers

Reasons for having a designated drinking age

They lack the experience of drinking alcohol
They may not be mature enough to handle
themselves in a drinking capacity
Brain does not fully develop until the age of 24
in males and 22 in females
Therefore the effects of alcohol impacts brain
development to a greater extent.

Slide 105
Underage drinkers

Reasons for having a designated drinking age

Their internal organs havent fully developed, therefore
the effects of alcohol are greater
Minors are more likely to binge drink, which is a major
health risk
Minors are most likely to become dependent on alcohol
and become heavy drinkers later in life.

Slide 106
Underage drinkers

Types of laws
The law will also state conditions in which alcohol can
be served in relation to minors
Each country will have their own laws in relation to the
sale and consumption of alcohol in relation to minors.

Slide 107
Underage drinkers

Legal considerations may include:

Alcohol cannot be sold to a person under the legal
drinking age
Alcohol cannot be supplied or consumed by a person
under the legal drinking age
Proof of age must be checked if a person
looks under 25 years of age.

Slide 108
Underage drinkers

Legal considerations may include:

Minors may be able to be on a premises that supplies
alcohol if:
They are in the company of a responsible adult
Are eating a meal
Work on the premises in duties that do
not involve the sale of alcohol.

Slide 109
Underage drinkers

Legal considerations may include:

Some venues may allow a minor to have an alcoholic
drink if they are having a meal or with a spouse, parent
or guardian
Food containing alcohol may be consumed if below a
certain percentage of the entire meal
Minors may not be allowed into areas where
their primary product sold is alcohol
including bars and night clubs.

Slide 110
Strategies to prevent underage drinking

Checking upon entry

Many establishments may have staff located at the
door to ensure minors are not granted access
If there are no allocated staff, it should be the
responsibility of staff to observe new arrivals
This check is also helpful in identifying intoxicated
persons entering the venue.

Slide 111
Strategies to prevent underage drinking

Requesting identification
Whilst each country will have their own forms of approved
identification, these may include:
Photographic Drivers Licence
Passport
Proof of age card
Identification booklet.

Slide 112
Strategies to prevent underage drinking

Checking identification
Always check them in a well lit area
Take the time to examine the identification carefully
Look for any signs that may indicate the identification is
not real including:
Alternations of pages
Changing of photos
Changing of date.

Slide 113
Strategies to prevent underage drinking

Checking identification
Ask for supporting identification is you are unsure of
the authenticity of the identification
Get the person to sign a document to compare
signatures or to state the document is accurate
Ask questions to test the authenticity
of information on the identification.

Slide 114
Strategies to prevent underage drinking

Handling fake identification

If you think that a person has given you a fake identification,
it is good practice to:
Refuse the person entry
Keep the identification
Give the identification to the relevant authorities.

Slide 115
Strategies to prevent underage drinking

Observe drinkers
In many establishments, minors are allowed into a wide
variety of food and beverage outlets that serve both
food and beverage
Staff should observe people who are drinking alcohol
In some cases, adults may have purchased these
drinks on their behalf.

Slide 116
Complying with laws

All businesses that serve food and beverage will have a

series of laws in which they must comply.
Licensing law is the set of legal rules governing the sale of
alcohol in a given jurisdiction.
It usually defines who can:
Sell or supply alcohol
When, where and to whom.

Slide 117
Complying with laws
Generally the underlying purpose of licensing law is to
act as a protection against any potential harm to public
order or to public health
This is sometimes stated in the law.

Slide 118
Types of laws

License to sell
Most countries that have restrictions on who can buy
alcohol, will also have restrictions on who can do the
selling
In order to sell alcohol, you may have to
obtain a permit or license
The license may simply permit you to sell
alcohol in general or may have stipulations.

Slide 119
Types of laws

License to sell
Stipulations include:
In which areas of the establishment it may be sold
What may be sold
At what times sales can be made
If alcohol is allowed to be brought into the
venue for consumptions.

Slide 120
Types of laws

Establish policies and procedures

Establish house rules
Place appropriate signs in place
Ensure staff understand
Ensure compliance with policies
and procedures.

Slide 121
Types of laws

Training of staff
Management may need to ensure:
Correct types of staff including security
Correct numbers of staff
Correct age of staff serving alcohol
Have technical knowledge and skills.

Slide 122
Types of laws

Training of staff
Staff may be required to:
Undertake responsible service of alcohol courses
Gain certification in specific courses
Attend regular staff meetings to discuss RSA issues
Understand their responsibilities
Be properly trained and consistently
apply their training and knowledge
of RSA in the workplace.

Slide 123
Types of laws

Documentation of systems
In order to prove that you are complying with the laws, it is
good practice to keep records to show what systems you
have in place including:
Training and Training Records
Incident Diary
Refusals Book.

Slide 124
Types of laws

Recording Incidents
You should record all incidents for a variety of reasons:
It can be used as a learning tool and can assist in
communication between staff and management
It provides an accurate record for police,
company or insurance purposes
It can help prevent similar incidents from
happening again.

Slide 125
Types of laws

Recording Incidents
The record should include the following:
Date
Time
What happened
Who was involved
How it was dealt with
Whether police were called
Witness information.

Slide 126
Finish:
Thank you!

Slide 127