Refusal of Service and Conflict Management
Refusing service lawfully and safely
Refusal of service is a legitimate exercise of the licensee's duty, not a personal insult. Candidates must know the lawful grounds for refusal - intoxication, underage, no valid ID, disorderly behaviour, and risk to self or others - and be able to deliver a refusal that is clear, calm, and final. The recommended script is short: state the decision, give a brief reason, offer an alternative (water, food, a taxi), and do not negotiate.
Managing conflict
Conflict management draws on de-escalation: maintain distance, keep your voice low and steady, use open body language, avoid touching the customer, and involve a colleague or manager early. Know when to disengage and call for assistance. Understand the role of the designated premises supervisor, door staff, and An Garda Síochána in escalating situations, and the importance of recording incidents.
Traps to watch
A frequent trap is the belief that a refusal must be justified in detail - over-explaining invites argument. Another is assuming a customer who has been refused must leave immediately; the priority is safety, not confrontation. Watch for questions implying staff should physically remove a customer - that is a last resort and carries legal risk.
Worked example
A customer becomes loud after being refused a drink. The correct response is to lower your voice, step back, avoid touching them, state once that service has ended, offer water, and call the manager. If the behaviour escalates to threats, disengage and contact Gardaí.