HOW TO USE THIS COMPETENCY – BASED LEARNING MATERIALS

Welcome!

The unit of competency, “Providing Housekeeping Service to Guest”,

is one of the competencies of Housekeeping NC II , a course which
comprises the knowledge, skills and attitude required for a TVET trainer
to possess.
 The module, Providing Food and Beverage Service, contains training
materials and activities related to identify learner’s requirements,
preparing session plan, preparing basic instructional materials and
organizing learning and teaching activities for you complete.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each are
information sheet, Self-checks, Task sheet and Job Sheets. Follow and
perform the activities on your own. If you have questions, do not hesitate
to ask for assistance from your facilitator.
Remember to:
 Read information sheets and complete the self-check. Suggested
references are included to supplement the materials provided in this
module.
 Perform the Task sheet and Job sheet until such you are confident
that your output conforms to the Performance Criteria Checklist
that follows the sheets.
 Submit output of the Task Sheet and Job Sheets to your facilitator
for evaluation and recording in the Accomplishment Chart. Outputs
 shall serve as your portfolio during the Institutional Competency
Evaluation. When you feel confident that you have had sufficient
practice, ask your trainer to evaluate you. The result of your
assessment will be recorded in your Progress Chart and
Accomplishment Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.
 Housekeeping NC II
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies
No. Unit of Competency Module Title Code

Providing
Providing Housekeeping
TRS 5123111
1. Housekeeping Service
Service to guest
to guest
 Clean Prepare Rooms Cleaning and Preparing
TRS 5123112
2.
for guest Rooms for guest

Provide Valet/Butler Providing Valet/Butler

TRS 5123113
3.
service service
 Laundry linen and Laundering linen
TRSand
51231134
4.
guest clothes guest clothes

Clean Public area, Cleaning public areas,

facilities and
5. facilities and TRS 5123115
equipment Equipment
Deal with/handle TRS 5123122
6. intoxicated guest Dealing with/Handling
intoxicated guest
Table of Contents

Introduction to trainee manual.................................................................. 1

Unit descriptor........................................................................................... 3

Assessment matrix.................................................................................... 5
Glossary...................................................................................................... 7

Element 1: Determine the level of intoxication.........................................9

Element 2: Apply appropriate procedures...............................................23

Element 3: Comply with legislation.........................................................37

Presentation of written work................................................................... 47

Recommended reading............................................................................. 49

Trainee evaluation sheet......................................................................... 51

Trainee self-assessment checklist..........................................................53

Element 1: Determine the level of intoxication
Performance Criteria
1.1 Assess intoxication levels of customers

1.2 Offer assistance to intoxicated customers politely

1.3 Refer difficult situations to an appropriate person within or outside

of the establishment

1.4 Seek assistance from appropriate people for situations which pose
a threat to safety or security of colleagues, customers or property

Element 2: Apply appropriate procedures

Performance Criteria

2.1 Analyse situation carefully

2.2 Apply procedures appropriate to the situation and in accordance

with organisational policy

2.3 Explain the position to the customer using appropriate

communication skills

2.4 Assist the customer to leave the premises if necessary

Element 3: Comply with legislation
Performance Criteria

3.1 Assess situations

3.2 Deal with intoxicated persons appropriately

3.3 Deal with underage drinkers

3.4 Comply with legislative requirements

Assessment matrix

Showing mapping of Performance Criteria against Work Projects,

Written Questions and Oral Questions

The Assessment Matrix indicates three of the most common

assessment activities your Assessor may use to assess your
understanding of the content of this manual and your performance -
Work Projects, Written Questions and Oral Questions. It also indicates
where you can find the subject content related to these assessment
activities in the Trainee Manual (i.e. under which element or
performance criteria). As explained in the Introduction, however, the
assessors are free to choose which assessment activities are most
suitable to best capture evidence of competency as they deem
appropriate for individual students.

Work Written Oral

Projects Questions Question
s

Element 1: Determine the level of intoxication

1.1 Assess intoxication levels of customers 1.1 1,2 1

Offer assistance to intoxicated customers

1.2 1.2 3,4 2
politely

Refer difficult situations to an appropriate

1.3 1.3 5 3
person within or outside of the establishment

Seek assistance from appropriate people for

1.4 situations which pose a threat to safety or 1.4 6 4
security of colleagues, customers or property

Element 2: Apply appropriate procedures

2.1 Analyse situation carefully 2.1 7 5

Apply procedures appropriate to the situation

2.2 2.2 8,9,10 6
and in accordance with organisational policy

Explain the position to the customer using

2.3 2.3 11,12,13 7
appropriate communication skills

Assist the customer to leave the premises if

2.4 2.4 14 8
necessary

Element 3: Comply with legislation

3.1 Assess situations 3.1 15 9

 Work Written Oral
Projects Questions Question
s

3.2 Deal with intoxicated persons appropriately 3.2 16 10

3.3 Deal with underage drinkers 3.3 17,18 11

3.4 Comply with legislative requirements 3.4 19,20 12

Glossary
Term Explanation

Produced by yeast fermentation of certain

carbohydrates, as grains, molasses, starch, or
Alcohol
sugar. Whiskey, gin, vodka, or any other
intoxicating liquor containing this liquid.

Practice of drinking too much in a short period of

Binge drinking
time or in one-off episodes

Disc Jockey; person responsible for playing

DJ
recorded music at a venue

Responsibility to ensure that all people are safe

Duty of care
from harm

Environment The immediate surroundings of the premises

External persons People not employed by the business

House policy Rule and regulations of an establishment

identification Approved document to identify a person

Internal persons People employed by the business

Intoxication Person is affected by alcohol

Legislation Laws and regulations of a country

Minor Person under the legal drinking age

Mocktail A cocktail style beverage containing no alcohol

A legal and or moral right to do something or act in

Obligation
a specific manner

Standard Drink A beverage that contains 10 grams of pure alcohol

 Element 1: Determine the level of intoxication

Element 1:
Determine the level of intoxication

1.1 Assess intoxication levels of customers

Introduction
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.

The purpose of this manual 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.

It is quite common that all staff who work in an environment where

alcohol is served must undertake some training in the responsible
service of alcohol. This is commonly known as RSA.

Duty of care
Whilst the various legal obligations regarding the service of alcohol will
be explained in later parts of the manual, 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.

Every business, regardless of what it sells owes a duty of care to its

customers. It is not a new concept and is one that applies in every
country.

In this situation, managers and staff have a duty of care to make sure
that all people are safe from harm when on the premises as well as
when they leave.

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

including:

Customers
 Element 1: Determine the level of intoxication

Owners

Managers

Staff

General Public.

This means that employers have the responsibility to ensure a safe

workplace as well as safe systems of work in their workplace. Not
serving alcohol responsibly may put your staff at risk.

Reasons for responsible service of alcohol

Whilst ensuring compliance with the law is a major reason for
establishing responsible service of alcohol standards and procedures in
a work place, there are many other good reasons for the practice.

In fact, there are no benefits for a hospitality organisation to encourage

customers to be drunk.

Benefits to the business:

Enhances reputation – as you are seen as a

responsible provider

Reduces fines and liability on the business, managers

and individual staff members

Allows the business to remain operational

Increases business and profits as people feel

comfortable visiting your establishment

Less likely to have damage to the premises due to breakages, spillage,

vomit

Reduces costs to repair broken items

Creates order and improve the ambience of a venue

Reduces staff and security costs due to reduced need to handle drunk
patrons

Reduces liability and insurance costs

Reduces legal claims and associated costs.

Benefits to staff:

Less stress for staff

Less potential harm or threatening actions

Enables easier communication with customers

Less work for staff

 Element 1: Determine the level of intoxication

Creates a safe and harmonious work place for all staff and customers

Increases job satisfaction and security – staff will feel more comfortable
working in a venue that is void of alcohol related stress and violence.
 Element 1: Determine the level of intoxication

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.

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.

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. The
strength of alcoholic drinks varies. Even a specific alcoholic beverage
such as beer will have different strengths. For example, beer can range
from about 2% to about 9% alcohol by volume (ABV).

In order to make measurement as uniform as possible, the agreed

convention for standardising drinks is ‘grams of pure alcohol’ What it
means in practice is that a “standard” drink will always contain a given
amount of pure alcohol, regardless of whether it is beer, wine or spirits.

A 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, whilst some countries do not identify a
‘standard drink’.

As a general rule, a standard drink can be defined

as:

30 mls of sprits

285mls of full strength beer

100mls of wine.

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.
 Element 1: Determine the level of intoxication

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.

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

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.

In today’s society, alcohol is so widely

available that many people forget that it is
still a depressant drug.

Whilst for most people, drinking in

moderation and in a responsible manner, will
not lead to someone becoming depressed, it is still important to
remember that alcohol does depresses the brain’s functions which leads
to changes in a person’s behaviour.

When consumed in an irresponsible manner alcohol can become a

dangerous and damaging substance which can have serious effects on a
person.

Therefore as a staff member within the hospitality industry, it is

important that you ensure customers consume alcohol in a sensible
manner and understand the effect alcohol has on people.

So how does alcohol affect the body?

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 the
quicker it is absorbed. The bloodstream then carries
 Element 1: Determine the level of intoxication

the alcohol to the brain. This process takes about 5 minutes and starts
to affect the function of the brain including judgement and inhibitions.

As more alcohol is absorbed, it continues to travel to other parts of the

body affecting other functions including balance and co-ordination. It is
this effect that starts to make us appear to be drunk.
 Element 1: Determine the level of intoxication

Alcohol leaving body

The liver is the main organ that removes alcohol from the bloodstream.
It takes about 20 minutes for alcohol to reach the liver. Generally the
liver removes alcohol at the rate of one standard drink per hour.

Alcohol affects people differently

Whilst alcohol enables people to relax and enjoy themselves, it can lead
to people losing control to some degree of their behaviour and actions.

In essence, alcohol affects different people in different ways due to:

Speed of drinking

Strength of drink - the blood alcohol

concentration (BAC).

Person’s sex - women are more affected than

men

Person’s weight - a small person is more

affected than a big person

Amount of food eaten - a person who has empty stomach is more

affected than a person who has eaten a big meal

Tolerance to alcohol - a person who drinks rarely will appear more

affected than a person who drinks regularly.

As a staff member, it is important to know the early symptoms of

intoxication and to refuse to serve such customers well before they
become obviously drunk.

As alcohol worsens the physical and mental functioning, the more

individuals drink, the less likely they are 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.

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?

In summary, “intoxicated” is the body’s response to

having alcohol in the human system. This is always
hard to identify so what signs exist that may indicate intoxication?
 Element 1: Determine the level of intoxication

Signs of intoxication
The following signs can give you an idea of whether or not a person is
intoxicated. Signs of intoxication include:

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.

Change in speech

Having trouble talking in a normal manner

Speech becomes slower and slurred

Volume of speech becomes louder

Person becomes outspoken.

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.

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
 Element 1: Determine the level of intoxication

Complaints about strength of drinks.

 Element 1: Determine the level of intoxication

Smell of alcohol

It is safe to assume a good indicator of intoxication is if a person has a

strong smell of alcohol, combined with any of the before mentioned
signs.

Body language

Understanding body language is a very

effective way to determine the
intoxication of a person and the manner
in which the situation may be addressed.

In previous points, it was stated that a

change in behaviour and mood is often a
sign of intoxication, however being able
to read a person’s body language will
also produce helpful signs.

So what does a person’s body language tell us about someone?

Following is a helpful chart that helps explain a person’s body language.

Reading body language:

Assertive (in
Aggressive (angry) Passive (weak)
control)
Posture Leaning forward Upright or straight Shrinking
Head Chin out Firm Head down
Looking down or
Strong focus, Good, regular eye
Eyes away, little eye
piercing, staring contact
contact
Suitable Smiling even when
Face Set or firm
expressions upset
Voice Loud and emphatic Calm and clear Hesitant or soft
Hands on hips,
fists, sharp Relaxed, moving
Arms / Hands Aimless and still
gestures, pointing, easily, open palms
jabbing
Movement / Slow and pounding, Slow and hesitant,
Measured pace
Walking fast and deliberate fast and jerky

Tool to help identify intoxication

Whilst the previously mentioned signs of intoxication will help a staff
member identify an intoxicated person, a tool can help staff members
identify is a person is intoxicated is:

Coordination
 Element 1: Determine the level of intoxication

Alcohol Smell

Unsteady

Slurred Speech

Eyes Glazed

Once you have identified that a customer is intoxicated, it is your

responsibility to act in a prompt and appropriate manner.
 Element 1: Determine the level of intoxication

1.2 Offer assistance to intoxicated

customers politely
Introduction
When it is determined that a person is intoxicated, it is wise for staff to
provide assistance where applicable, in line with company policies and
relevant legislation.

Just because someone is intoxicated does not mean they need to leave
the premises. There are a range of suitable alternatives that can be
provided depending on the individual situation and level of intoxication.

It is important to remember that each situation must be handled in a

professional and discrete manner. No person likes to be told they are
intoxicated or being given instructions on how to enjoy their experience,
so where possible the dignity of the intoxicated person must be upheld.

Monitor 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.

Being able to deal with any potential problems as early as possible, will
hopefully avoid situations that may put staff and customers at risk or
reduce the enjoyment of the venue by others.

When monitoring, be aware of:

Types of drinks being ordered

Who is ordering the drinks

Who is consuming the drinks

Rate of consumption

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.
 Element 1: Determine the level of intoxication

Types of assistance
Depending on the level of intoxication of the customer there are a
number of ways assistance can be offered, either directly or indirectly
advised to the customer, to enable the customer to stay on the
premises.

These include:

Talk to the customer or their friend – this helps determine not only the
level of intoxication, but how they will respond to suggestions that
may be suitable

Briefly explain your responsibilities – you may wish to outline the house
policy that applies, directly to the customer or a friend of theirs. Try
to get the person on your side by explaining that whilst you would
like the customer to stay on the premises, they must abide by the
rules of the establishment

Promoting non-alcoholic drinks – most venues will have a range of soft

drinks, juices or mocktails which can be a suitable alternative to
alcohol

Offering low-alcoholic beverages – some beverages such as beer come

in a low alcoholic format which can be promoted. Alternatively half
measures may be suggested when serving
spirits

Offer water – water is free of charge in most

facilities. You may suggest a customer
having a glass of water between alcoholic
drinks or for a specific period of time

Offer food – whether through providing a menu

or offering complimentary or low costs snacks such as nuts and
chips

Slowing down service – try to delay the service of drinks to a person,

however this should not be obvious as it may frustrate the customer

Advise other staff – as to the amount of drinks the person has had or any
concerns which you may have.

Steps on how to correctly handle intoxicated patrons and matters

involving high levels of intoxication will be discussed in a later section.
 Element 1: Determine the level of intoxication

1.3 Refer difficult situations to an

appropriate person within or outside of
the establishment
Introduction
As customers become more intoxicated, the more difficult it may be to
handle the situation yourself. In many cases customers will understand
the rules that apply and will abide by them in order to enjoy their time
on the premises.

This is not always the case. At times situations may have got out of
control resulting in other people being needed to bring the situation
under control.

Appropriate internal persons

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

harm’s way if you feel you cannot handle the situation.

There are a number of appropriate people who can be called upon to

provide assistance or to handle difficult situations involving alcohol.

These persons include:

Supervisor or Manager – they will make or authorise

courses of action to take

Security – they will have the expertise to deal with the

manner

DJ – they have the capacity to communicate not only

with different authorities but can also communicate
directly to the patrons within the venue.

Remember, if you feel you cannot handle a situation yourself, be smart

and seek suitable support to handle any situation where you feel you are
in harm.

Suitable external persons to notify will be discussed in the next section.

Reaching appropriate internal persons

There must be an easy to use communication system to be able to
notify appropriate internal people. Systems can include:
 Element 1: Determine the level of intoxication

Pagers

Signals – verbal or hand

Button

Phone call.
 Element 1: Determine the level of intoxication

1.4 Seek assistance from appropriate

people for situations which pose a
threat to safety or security of
colleagues, customers or property
Introduction
As stated in the last section, if a situation appears to be out of control it
is important that the correct person or authority is called.

Whilst using internal sources of assistance are the first course of

action, at times the situation may have gotten out of control and more
serious action needs to be taken.

Every organisation should have a designated set of instructions and

procedures to follow in the event of a variety of situations ranging from
arguments, spiking of drinks, violence or medical harm, to name a few.

Staff must be aware of which type of assistance to contact whenever

these situations arise.

Anytime a situation poses a risk it must be dealt with in a prompt

manner abiding by all the laws required by the country.

Appropriate external persons

In the previous section a range of internal persons to contact were
identified.

There are a number of suitable external sources that

can be contacted including:

Police – in the event of any activity that is breaking

the law or likely to increase the risk of harm to all
patrons and staff

Fire – if there appears to be a likelihood of fire

Ambulance – in the event a person requires medical

assistance.

Reaching suitable external assistance

As stated in the last section, if a situation appears to be out of control it
is important that the correct person or authority is called in a prompt
manner.

Not only should managers state situations when each appropriate

source of assistance should be notified, but also how to contact them.
 Element 1: Determine the level of intoxication

Easy to reach contact details can include:

Special button

Posters with contact numbers

Speed dials

Other methods that are suitable.

 Element 1: Determine the level of intoxication

Work Projects
It is a requirement of this Unit you complete Work Projects as advised
by your Trainer. You must submit documentation, suitable evidence or
other relevant proof of completion of the project to your Trainer by the
agreed date.

1.1 To fulfil the requirements of this Work Project you are asked to
research and identify how to assess intoxication levels of
customers including:

Duty of care

Reasons for responsible service of alcohol

Alcohol content in drinks

Effects of alcohol

Definition of intoxication

Signs of intoxication

Tool to help identify intoxication.

1.2 To fulfil the requirements of this Work Project you are asked to
research and identify how to offer assistance to intoxicated
customers politely by:

Monitor the environment

Utilising different types of assistance.

1.3 To fulfil the requirements of this Work Project you are asked to
research and identify how to refer difficult situations to an
appropriate person within or outside of the establishment including:

Appropriate internal persons

Reaching appropriate internal persons.

1.4 To fulfil the requirements of this Work Project you are asked to
research and identify how to seek assistance from appropriate
people for situations which pose a threat to safety or security of
colleagues, customers or property including:

Appropriate external persons

Reaching suitable external assistance.

 Element 1: Determine the level of intoxication

Summary
Determine the level of intoxication

Assess intoxication levels of customers

Duty of care

Reasons for responsible service of alcohol

Alcohol

Effects of alcohol

What is intoxication?

Signs of intoxication

Tool to help identify intoxication.

Offer assistance to intoxicated customers politely

Monitor the environment

Types of assistance.

Refer difficult situations to an appropriate person within or outside of the

establishment

Appropriate internal persons

Reaching appropriate internal persons.

Seek assistance from appropriate people for situations which pose a threat to
safety or security of colleagues, customers or property

Appropriate external persons

Reaching suitable external assistance.

Element 1: Determine the level of intoxication
 Element 2: Apply appropriate procedures

Element 2:
Apply appropriate procedures
2.1 Analyse situation carefully
Introduction
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 and how it should be run to
ensure patrons can enjoy the facility.

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 and influences the way they drink and their ongoing
behaviour.

Part of creating the right atmosphere is about encouraging people to

behave in a manner that is in keeping with the style of your premises.
To do this, managers must set standards which must be explained and
communicated with all staff.

Drinking behaviour
Drinking behaviour is the greatest influence on how each person’s
behaviour and actions, the way a group interacts and the general
conduct within the premises.

By promoting, encouraging and controlling the drinking behaviour, it will

certainly help reduce the risks associated with intoxication.

Drinking behaviour depends on three different factors:

The drink - the amount and strength of alcohol

The drinker - the characteristics of the person drinking the alcohol and
his or her state of mind and personal circumstances

The environment - the atmosphere and prevailing rules of the

establishment where the drinking is taking place. This could be a
sports area, dancing area or a quieter dining or bistro area. The
layout of the premises, whether there are more people sitting or
standing, the lighting and the music are all things that create the
drinking environment.
 Element 2: Apply appropriate procedures

Removing or changing any one of these factors will alter the drinking
behaviour.

It is a fine balance, however managers must try to

let people let their hair down, whilst not going over
the top and endangering other patrons or staff.

Evidence suggests that where is louder music and

people are standing, people are likely to drink
quicker, than if they were seating in a quieter
location. The environment that you set can
influence whether the customer is more likely to
drink in a relaxed, social way or in an aggressive or competitive way.

Creating the right environment

There have been many studies conducted in different countries that
have mutually agreed there are a number of factors that influence
drinking behaviour and the change and degree of problems associated
with intoxication.

The study found that there is a range of factors, both positive and
negative, that increase or reduce the chance of alcohol related
problems in an establishment.

Whilst a manager and staff can assess the situation as it happens, the
best way to reduce the negative effects of alcohol is to create the right
environment before actual patrons arrive.

Whilst it is impossible that all alcohol related problems can be avoided,

having the right atmosphere will certainly make the venue a more
comfortable and appealing place for managers, staff, patrons and the
community alike.

Positive factors
Having a venue that is safe for patrons to use is not only helpful in
reducing negative incidents as a result of alcohol, but can be a great
promotional tool to encourage patrons who are confident in the venue.

Some ways to establish a safe venue include:

High levels of cleanliness

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
 Element 2: Apply appropriate procedures

Adequate and well lit and ventilated toilets

Video camera surveillance

Non-aggressive security staff

Non-crowding policies

Mix between men and women

Well trained and professional staff

Good communication

Good activities

Safe venue layout.

 Element 2: Apply appropriate procedures

Negative factors
There are a number of factors that are known to increase the changes
of alcohol related and other associated problems including:

Unsupervised pool tables

TV showing aggressive, offensive, sexual or intoxication-related images

Music with a lot of offensive or sexually explicit words

Congestion anywhere in the premises (at the door, bar, stairs, toilets,
dance floor, etc.)

Higher percentage of customers standing

Drunk or underage persons allowed in and served

Vomiting

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

Patrons served double at closing time or served

after closing time

Smokiness and/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 or entertainment focusing on alcohol and “sexy

dancing”.

Assessing the situation

Once the above 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. Each and every staff member,
 Element 2: Apply appropriate procedures

including bar staff, waiters, security, cleaners or music related

employees, keep a watch out for any behaviour that may indicate
trouble is likely to take place.
 Element 2: Apply appropriate procedures

2.2 Apply procedures appropriate to the

situation and in accordance with
organisational policy
Introduction
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.

Each country and local administrative region will

have their own laws and regulations in relation to the
supply and service of alcohol and how to handle
intoxicated patrons.

It is essential that anyone who will be involved in the

supply or sale of alcohol understand all laws and
regulations that apply in your region or country.

Whilst the information provided in this manual identifies key strategies

and actions that are commonly used on a global scale, any local laws or
regulations will always take precedence over this information.

In the next two sections, specific steps are identified in how to handle
intoxicated persons; however it is vital that certain mechanisms are in
place to support these actions.

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 and always applied in the venue.

This is the best way to inform both staff and customers about 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.

A house policy clearly states your commitment to harm minimisation

and the responsible serving of alcohol.

Although general policies are available, the best are those that fit the
venue because they are written by and unique to the venue.

The following should be included in a house policy:

Expected standards of behaviour of customers.

A list of those not to be served alcohol

 Element 2: Apply appropriate procedures

Limits for cocktails, shots or shooters.

Getting the input and suggestions of staff is highly encouraged as they

will be the people who will be putting the strategy into place. They must
feel comfortable about what is required of them. It also means they will
have more ownership and are more likely to always apply the principles
of RSA in the venue.

Send out a copy of your House Policy with each function confirmation.
Let customers know what you expect before they arrive.
 Element 2: Apply appropriate procedures

As part of an induction programme or code of conduct, staff should be

provided with guidelines on acceptable behaviour whilst on the
premises and particularly, when providing service to patrons.

Signage
Most laws will require or encourage a premise to
have suitable signage placed in locations that can be
seen by customers and referred by staff.

Having these signs in clear view is extremely helpful

as it allows staff to refer to them when appropriate
action is taken in reference to intoxication. It is
important that they understand the content and
ramifications of the information contained within the
signs.

Escalation Plan
Have an “escalation plan”. That is, a plan for if things get worse. This is
likely to include communicating the problem to other staff and may
involve calling the police.

By having a plan which is understood by all staff members before an

incident takes place, there is a clear path of responsibilities and actions
that can guide a very stressful time.

Identify and address current issues

Drink spiking

This is where alcohol or other substances is added to drinks without the

drinker’s knowledge or consent.

Drink spiking is currently an issue that is causing serious concern

among health professionals and police as it can be related to other
crime such as sexual assault.

Whilst it is often associated with other drugs, it also extends to putting

shots of spirits into drinks or ordering drinks with extra shots for other
people.

Management and staff must be careful to

notice incidents of drink spiking and should
develop strategies that reduce the opportunity
for drink spiking to occur.

It should be remembered that it is a crime

punishable by fines and imprisonment.

Strategies to avoid drink spiking:

Warn customers not to leave drinks unattended

 Element 2: Apply appropriate procedures

Have a policy regarding the maximum number of shots per drink, even in
cocktails

Dispose of unattended drinks

Be suspicious of orders for drinks with added shots of spirits and have a
policy in place to deal with them

Watch the behaviour of patrons, looking for signs that a person has
become suddenly drunk. Take notice of people offering to take the
affected person home.
 Element 2: Apply appropriate procedures

Binge drinking

Binge drinking is a very harmful practice of drinking too much in a short

period of time or in one-off episodes. Young people are particularly at
risk as they may not have access to alcohol over the long term, but get
hold of it only occasionally.

Binge drinking can lead to aggression, domestic violence, health issues,

unsafe sex and sexual assault.

Following responsible service of alcohol practices can reduce the

incidence of binge drinking and underage drinking which is often
associated with binge drinking.

Research has shown that a majority of all alcohol consumed, especially

by younger people, is drunk in a manner that is dangerous to health
through habits such as binge drinking and drinking on more than five
days per week.

However, it is most common in the 18-24 years age group with over 93%
of alcohol drunk by males liable to cause health problems and 82% for
young women.
 Element 2: Apply appropriate procedures

2.3 Explain the position to the customer

using appropriate communication skills
Introduction
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.

Handing intoxicated people should be done in a sensitive and discreet

manner which solves the situation, not escalates it further.

Steps when handling intoxicated customers

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

Tell early

If staff are aware of early signs of intoxication, they are able to help
provide assistance to customers which enable them to still enjoy their
experience. Some of these types of assistance were identified in
Section 1.1.

Avoid put-downs

You must be respectful in your approach with people. Do not judge them
or talk down to them.

Keep calm

Whilst it is not uncommon for intoxicated persons to talk in a rude

manner to you, remember you are just doing your job and try not to take
 Element 2: Apply appropriate procedures

the comments personally. Try to use a calm and controlled voice. You
don’t want to use loud or threatening words or tones which can further
escalate the problem.
 Element 2: Apply appropriate procedures

Ever courteous

Regardless of the way that you may be treated by a specific customer,

you must respect the customer and be professional and polite.

Don’t be confrontational and demeaning about the

person. Your role is to explain why you are taking a
certain approach. Normally this involves identifying
how a person may be breaking the law.

Clarify refusal

You need to explain why a person may be refused a

beverage, entry into the premises or the right to
remain on the premises. Be practical in your
explanation and stick to the facts. Don’t get
emotional or personal about the intoxicated patron.
You may merely state that at this time, the law
requires them to follow a certain action. You may want to remind the
person they are welcome back when they abide by the law.

Alternatives

If handled in a prompt manner, a staff member will be able to provide

and explain a range of alternatives including switching to soft drinks or
eating a meal, which will allow the customer to remain on the premises.
At least you have placed some responsibility back in the customer’s
hands in relations to their actions.

Report

Ensure other people are aware of what is happening. For legal reasons
you may be required to keep a written record of events as they happen
and the approach taken.

Echo

You may wish to notify a friend of the intoxicated person why certain
actions are taking place. They may be in a more controlled state and
understand the situation more clearly. They can also become an ally
when dealing with the intoxicated person.

If the customer is a regular, you may wish to explain your actions and
the reasons behind it when they next return and in a clearer frame of
mind to avoid a re-occurrence.

Handling complaints
Like in any business, 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
 Element 2: Apply appropriate procedures

requests of people who are intoxicated or under the influence of

alcohol.

Dealing with a complaint can be complicated. If you handle it well, you

will have brought the customer round from being dissatisfied to being
happy. However, if dealt with badly, the customer will feel less happy
and is likely to tell as many people as possible about the situation,
leading to a loss of potential customers.

Quite often intoxicated people will just complain and any solution you
may offer, whilst reasonable to you, may never satisfy their needs.
 Element 2: Apply appropriate procedures

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.

It is important not to remain professional and treat every complaint with

respect, even if it does not warrant it.

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.

Handling potential problem situations

As alcohol is associated with relaxing and celebration, there will always
be potential problems that arise.

Whilst you can never be sure of situations that may lead to trouble,
traditionally there are scenarios than commonly need to be monitored
closely. These include:

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.

Distribute house policy with confirmations of large bookings or private

functions

Speak with them on arrival. Welcome them and thank them for their
patronage however notify them of expected
behaviour

Speak with them in a friendly manner and don’t

treat them as a problem, until they do
become one. Their business is just as
important to the business as other customers
and they deserve to be treated with respect.
In fact you may wish to acknowledge their
business and provide some special products or services, given they
are a large group who are likely to spend a lot of money

Build up a relationship early on so it’s easier to speak to them later –

find out what they are celebrating
 Element 2: Apply appropriate procedures

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 group’s
behaviour

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.
 Element 2: Apply appropriate procedures

Domestic Arguments

These are often the hardest to spot and to handle as the matter is very
personal and important to those involved. It is a common occurrence,
which seems to be more common when alcohol is involved. Whilst you
can’t listen to each customer’s conversations, it is often obvious if there
are ill feeling or cross words being spoken between partners or friends.

Visit the table, ask if all is ok. The attention and the fact you have
noticed are enough to make most quieten down or leave

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 upset

or argument

Let them know that, if they can’t put aside their

issues, they will have to leave

Always remain impartial

Depersonalise the situation by stating it is your job / house rules and

nothing personal.

Games and Sports

All games seem to have a winner and a loser. This very nature often
leads to one person being upset. In premises where customers are
playing games such as pool or darts, there is also the added issue of
potential weapons. Issues may also arise with whose turn it is next.

To help reduce potential problems:

As rules differ from area to area, 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 or has

frequent staff presence to spot
any potential problems

Put in place a deposit system or

some other method, so all
equipment such as darts and cues
are returned to staff after each
game.
 Element 2: Apply appropriate procedures

2.4 Assist the customer to leave the

premises if necessary
Introduction
There may be times when all previous approaches to allow a customer
to remain on the premises have failed and for the best interests and
safety of everyone, the intoxicated person may be asked to leave the
premises.

Even at this time, staff must remain professional and respectful. This is
important, given that it is very likely that the intoxicated person may not
be acting in a reasonable manner or may become violent.

When someone is required to leave

It is often a legal requirement that an intoxicated person is not
permitted to remain on the 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.

Some laws state it is actually an offence if a

person remains on the premises when asked by management or staff to
leave.

Steps when asking someone to leave

1. Final warning - The first step may be to give someone a final warning
explaining their actions may lead to them being asked to leave.

2. Notifying friends – you may wish to notify a friend of the intoxicated

person what is happening. Intoxicated people are more likely to
listen to their own friends than those of
authority.

3. Identify transportation – you may wish

to arrange a taxi for the person or
identify suitable transportation, whether
it is with one of their friends. Whilst it is
not always a legal requirement, you do
 Element 2: Apply appropriate procedures

not want an intoxicated person in a situation where they are roaming

the streets or trying to drive themselves home. Not only does this
cause potential risk to the community, but may have legal
ramifications on the organisation.

4. Arrange assistance – before a person is being asked to leave you may

wish to call upon others to assist, monitor or actually undertake the
process.
 Element 2: Apply appropriate procedures

5. Explain why the person is being asked to

leave – be professional and explain to the
person why they must leave the premises.
Normally notifying them that they are
breaking the law is enough information.

6. Explain transportation options – you may

wish to notify the person how they will be
getting home, once they have left the
premises.

7. Follow the person to the door – ensure the person has collected all
their belongings. Do not touch the person as this may provoke them
further and try to keep the process as discreet as possible.

8. Ensure the person is safely off the premises – hopefully this is in

transportation or they have a friend who can ensure the person gets
home safely.

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

The main priority in this process is ensuring that everyone remains safe.
This includes staff and other patrons, but also the intoxicated persons,
as quite often they will not be in a physical or mental state to take
responsibility for themselves.
 Element 2: Apply appropriate procedures

Work Projects
It is a requirement of this Unit you complete Work Projects as advised
by your Trainer. You must submit documentation, suitable evidence or
other relevant proof of completion of the project to your Trainer by the
agreed date.

2.1 To fulfil the requirements of this Work Project you are asked to
research and identify how to analyse situation carefully including:

Understanding drinking behaviour

Creating the right environment

Positive factors

Negative factors

Assessing the situation.

2.2 To fulfil the requirements of this Work Project you are asked to
research and identify how to apply procedures appropriate to the
situation and in accordance with organisational policy including:

Establishing a house policy

Using signage

Having an Escalation Plan

Identifying and addressing current issues.

2.3 To fulfil the requirements of this Work Project you are asked to
research and identify how to explain the position to the customer
using appropriate communication skills including:

Steps when handling intoxicated customers

Handling complaints

Handling potential problem situations.

2.4 To fulfil the requirements of this Work Project you are asked to
research and identify how to assist the customer to leave the
premises if necessary including:

When someone is required to leave

Steps to take when asking someone to leave.

 Element 2: Apply appropriate procedures

Summary
Apply appropriate procedures

Analyse situation carefully

Drinking behaviour

Creating the right environment

Positive factors

Negative factors

Assessing the situation.

Apply procedures appropriate to the situation and in accordance with

organisational policy

Establish a house policy

Signage

Escalation Plan

Identify and address current issues.

Explain the position to the customer using appropriate communication skills

Steps when handling intoxicated customers

Handling complaints

Handling potential problem situations.

Assist the guest/customer to leave the premises if necessary

When someone is required to leave

Steps when asking someone to leave.

 Element 3: Comply with legislation

Element 3:
Comply with legislation
3.1 Assess situations
Introduction
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.

Every shift is different however it is important that management and

staff conduct operations in a manner that is legal and promotes
responsible service and consumption of alcohol.

It is the task of management to create a low risk environment by

implementing policies and procedures to encourage responsible service
of alcohol.

Responsible & legal considerations

There are a number of actions that a manager must consider when
making a venue serving alcohol a safe and legal operation including:

Establish a house policy covering:

Laws and regulations

Responsibilities of staff
Serving strategies
Refusal of service
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.

These steps have been discussed through the manual, and whilst they
are very effective in operating a safe venue, many of these activities are
also a legal requirement.
 Element 3: Comply with legislation

3.2 Deal with intoxicated persons

appropriately
Introduction
This manual has identified a variety of ways in which
to deal with intoxicated persons, depending on the
situation, level of intoxication and risks to others.

Most of these strategies are not only helpful in

professionally dealing with intoxicated patrons, but
are also legal. This ensures that in the event, an
investigation takes place in regards to a particular
incident, management and staff can be confident
they have followed the correct procedures and help
mitigate any legal issue that may arise.

Tips to remember
Whilst a range of legally abiding steps is identified elsewhere in this
manual, some important tips to remember include:

Identify situations where problems may arise as early as possible

Try to involve the customer by providing options

Treat the customer professionally

Don’t touch the customer, where possible

Take action as early as possible

Follow all house policies, rules and regulations.

When handling any situation involving an intoxicated individual, always

think of how you would like to be treated if the roles were reversed.
 Element 3: Comply with legislation

3.3 Deal with underage drinkers

Introduction
It is human nature for people who are under the legal age of drinking in
a specific country to want to consume alcohol. Be it, peer group
pressure, the right to fit in, the act of rebellion or simply wanting to act
older than you are, every establishment that serves alcohol, at some
stage will need to deal with underage drinkers.

For the purpose of this manual, a person under the legal drinking age
will be referred to as a ‘minor’.

Reasons for law

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. This is because:

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

Their internal organs haven’t 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.

Conditions for law

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

Some legal conditions 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

 Element 3: Comply with legislation

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
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.

Strategies to prevent underage drinking

Checking upon entry

Many establishments may have staff located at the door

to ensure minors are not granted access where they are
not required to be. 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 who may have entered the venue and allows the matter to be
solved immediately.

Requesting identification

Most laws apply the responsibility of checking identification of

customers under the age of 25 falls to the servers of alcohol.

This means that if you are in any doubt about a person’s age, whether or
not security, door staff or other staff have been convinced, each server
should make up their own mind.

Whilst each country will have its own forms of approved identification,
these may include:

Photographic Drivers Licence

Passport

Proof of age card

Identification booklet.

Checking identification

Some people are very clever at producing genuine

looking identification.
 Element 3: Comply with legislation

Even if you are provided with an identification that appears real, the
organisation and the individual server may still be found to be legally
responsible if that person turns out to be a minor.

Therefore carefully checking identifications is important. Tips when

checking identifications include:

Always check them in a well-lit area

Take the time to examine the identification carefully

 Element 3: Comply with legislation

Look for any signs that may indicate the identification is not real
including:

Alternations of pages
Changing of photos
Changing of date
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.

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.

Observe drinkers

In many establishments, minors are allowed into a wide variety of food

and beverage outlets that serve both food and/or beverage.

Staff should observe people who are drinking alcohol. In some cases,
adults may have purchased these drinks on their behalf.
 Element 3: Comply with legislation

3.4 Comply with legislative requirements

Introduction
All businesses that serve food and beverage will have a series of laws in
which they must comply.

Some of these laws have previously been discussed in this manual to

date, however there are many more which are just as important and
must be understood and complied with by all staff within an
organisation.

Licensing law is the set of legal rules governing the sale of alcohol in a
given jurisdiction. It usually defines who can sell alcohol, when, where
and to whom. 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.

Types of legislation
As previously mentioned, each country will have their own laws and
regulations that must be complied with. Please refer to any specific
laws that may relate to your country.

Some generic laws relating to the sale and supply of alcohol includes:

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 including:

In which areas of the establishment it may be sold

What may be sold – for consumption within the establishment or to be

taken off the premises

At what times sales can be made

If alcohol is allowed to be brought into the venue for consumptions.

Establish policies and procedures

Establish house rules

Place appropriate signs in place.

 Element 3: Comply with legislation

Training of staff

Management may need to ensure:

Correct types of staff – including security

Correct numbers of staff

Correct age of staff serving alcohol.

 Element 3: Comply with legislation

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.
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:
1. Training and Training Records
It is good practice for employers to show that staff have been made
aware of the laws through training and by asking staff to sign to show
they have understood these laws, or to sit an exam to prove their
understanding.
2. Incident Diary
It is good practice to record any incidents that happen, such as
arguments or fights, so that any problems can be identified to prevent
them from occurring again. It also gives an accurate picture for
company communication and passing on to any authorities that may
need details.
The current diary should be kept in a handy place where everyone
knows where to find it. Old records should be filed for possible use in
any legal actions that may follow.
3. Refusals Book
This is a book where you record when you have to refuse service
because customers are underage, drunk, etc. This record book is then
signed by the manager and shows you are abiding by the laws. It also
helps to build a picture of any problem patterns.
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.
The record should include the following:
 Element 3: Comply with legislation

Date
Time
What happened
Who was involved
How it was dealt with
Whether police were called
You may also wish to record the names of any witnesses and their
contact information.
 Element 3: Comply with legislation

Work Projects
It is a requirement of this Unit you complete Work Projects as advised
by your Trainer. You must submit documentation, suitable evidence or
other relevant proof of completion of the project to your Trainer by the
agreed date.

3.1 To fulfil the requirements of this Work Project you are asked to
research and identify how to assess situations including:
Responsible & legal considerations.

3.2 To fulfil the requirements of this Work Project you are asked to
research and identify how to deal with intoxicated persons
appropriately.

3.3 To fulfil the requirements of this Work Project you are asked to
research and identify how to deal with underage drinkers including:
Reasons for law

Conditions for law

Strategies to prevent underage drinking.

3.4 To fulfil the requirements of this Work Project you are asked to
research and identify how to comply with legislative requirements
including:
Types of legislation.
 Element 3: Comply with legislation

Summary
Comply with legislation

Assess situations

Responsible & legal considerations.

Deal with intoxicated persons appropriately

Tips to remember.

Deal with underage drinkers

Reasons for law

Conditions for law

Strategies to prevent underage drinking.

Comply with legislative requirements

Types of legislation.
Element 3: Comply with legislation
 Presentation of written work

Presentation of written work

1. Introduction
It is important for students to present carefully prepared written work.
Written presentation in industry must be professional in appearance and
accurate in content. If students develop good writing skills whilst
studying, they are able to easily transfer those skills to the workplace.

2. Style
Students should write in a style that is simple and concise.
Short sentences and paragraphs are easier to read and
understand. It helps to write a plan and at least one draft of
the written work so that the final product will be well
organised. The points presented will then follow a logical
sequence and be relevant. Students should frequently refer
to the question asked, to keep ‘on track’. Teachers recognise and are
critical of work that does not answer the question, or is ‘padded’ with
irrelevant material. In summary, remember to:

Plan ahead

Be clear and concise

Answer the question

Proofread the final draft.

3. Presenting Written
Work
Types of written work
Students may be asked to write:

Short and long reports

Essays

Records of interviews

Questionnaires

Business letters

Resumes.
 Presentation of written work

Format
All written work should be presented on A4 paper, single-sided with a
left-hand margin. If work is word-processed, one-and-a-half or double
spacing should be used. Handwritten work must be legible and should
also be well spaced to allow for ease of reading. New paragraphs should
not be indented but should be separated by a space. Pages must be
numbered. If headings are also to be numbered, students should use a
logical and sequential system of numbering.
 Presentation of written work

Cover Sheet
All written work should be submitted with a cover sheet stapled to the
front that contains:

The student’s name and student number

The name of the class/unit

The due date of the work

The title of the work

The teacher’s name

A signed declaration that the work does not involve plagiarism.

Keeping a Copy
Students must keep a copy of the written work in case it is lost. This
rarely happens but it can be disastrous if a copy has not been kept.

Inclusive language
This means language that includes every section of the population. For
instance, if a student were to write ‘A nurse is responsible for the
patients in her care at all times’ it would be implying that all nurses are
female and would be excluding male nurses.

Examples of appropriate language are shown on the right:

Mankind Humankind

Barman/maid Bar attendant

Host/hostess Host

Waiter/waitress Waiter or waiting staff

Recommended reading
Department of Treasury and Finance; 2012 (3rd edition); Responsible Service
of Alcohol Tasmania; Tasmania Government
Dugan, Beth; 2005 (1st edition); The Responsible Serving of Alcoholic
Beverages: A Complete Staff Training Course for Bars, Restaurants and
Caterers; Atlantic Publishing Company
Plotkin, Robert; 1988 (1st edition); Intervention Handbook: The Legal Aspects
of Serving Alcohol; Barmedia

Various authors; 2012; Responsible Service of Alcohol: A Server’s Guide;

International Center for Alcohol Policies (ICAP) and the European Forum for
Responsible Drinking (EFRD)

Victorian Commission for Gambling and Liquor Regulation; 2012; A Guide to

the Responsible Service of Alcohol; Victoria Government