Identifying and Managing Intoxication
Recognising the signs
Intoxication presents across physical, behavioural, and verbal domains. Candidates should be able to list observable indicators: slurred speech, bloodshot eyes, unsteady gait, poor coordination, impaired balance, inappropriate volume or language, aggression, drowsiness, and loss of inhibition. Understand that intoxication is a continuum - from relaxed and disinhibited through to ataxic and finally to unconsciousness, which is a medical emergency, not a customer service problem.
Managing the situation
Effective management follows a sequence: observe, assess, decide, act, and record. Staff should approach calmly, avoid confrontation in front of other customers, and use a consistent scripted refusal. Where a person is severely intoxicated, staff must consider their safety - placing them in a recovery position if unconscious, calling emergency services, and never putting them in a taxi alone if they cannot care for themselves.
Traps to watch
Questions often test whether a person who 'seems fine' can be served - the answer is no if observable signs of intoxication are present, regardless of apparent tolerance. Another trap is confusing tiredness, illness, or disability with intoxication; staff must not leap to conclusions. Also watch for the trap of assuming an intoxicated person can consent to further service, or that a designated driver can 'look after' an intoxicated friend and therefore service can continue.
Rule of thumb
If you would not be comfortable with that person driving, they should not be served another drink.