Sentry Page Protection
Role Play Scenario 18
Whilst working a shift at a local pub, one of the drinkers becomes intoxicated and verbally aggressive, making homophobic and ableist remarks to other patrons.
In this role play, you may speak to the drunk patron.
Excellent Student Approach
2. Open Questions
3. Develop Rapport
4. Address the issues known
5. Identify any additional issues
6. Summary and plan going forward
1 - Politely address the drunk patron and explain that you work there.
2 - Ask if he knows why you wish to speak with him
3 - Ensure that you are polite, and avoid being condescending or appearing angry. You do not want to get into a direct argument or inflame the situation.
4 - Explain that his behaviour is upsetting other patrons, and the staff. Explain that the remarks he is making are unacceptable, and that this is no place for them.
5 - If he becomes aggressive, politely request that he leaves and if this is not successful, explain that you will get security to remove him, and potentially call the police if he continues using aggressive and offensive language.
6 - Assuming he leaves, apologise to the other patrons and ensure them that he will be refused future entry. If he does not leave, contact security to remove him.