Question 3: Refusal & Eviction Role-Play Note
Unlike the previous portion of the assessment, during the role-play you will not have prior knowledge of the assessment questions before the phone call with the Assessor. You will only have the scenario to help you prepare for the assessment. Read the scenario and familiarize yourself with responsible service of alcohol practices that may assist you during the role-play.

Scenario
A patron who has been drinking for a few hours approaches the bar to order another drink. You have been monitoring this patron and notice they are stumbling when they walk and are slurring their words.

You have a reasonable belief that they have had too much to drink.

Instructions
Engage in a role-play with your Assessor, and demonstrate how you would refuse the sale or service of alcohol according to the scenario.

The Assessor will ask several questions during the role-play related to the scenario. When providing a response, consider how you would approach the situation with an actual patron.

You MUSTspeak to your Assessor as if they are the patron and use:

Appropriate communication methods, including tone of voice
Appropriate de-escalation techniques
Preparing for the role-play
The role-play requires the learner to speak to the Assessor as if they were the patron.

Consider some of the following when speaking to your Assessor as if they were the patron during the role-play.

What NOTto do:

Don't call the patron a 'drunk' � warn them politely
Don't raise your voice
Don't make any personal judgments about the patron
What to DO:

Do explain the reason for refusal and refer the patron to signage, the House Policy and the law to support your decision
Do offer the patron alternatives to drinking alcohol, or alternatives to assist the patron to make responsible decisions
Do explain to the patron why you might have to ask a patron to leave
Do explain the consequences for not complying with RSA and refusing service or requiring the patron to leave the premises
Do advise management and other bar staff of your decision, think about who you would report the incident to
View Slide (course notes to help answer this question)