An intoxicated patron demands another drink and becomes verbally aggressive when you refuse service. What is your priority in this situation?

Question: An intoxicated patron demands another drink and becomes verbally aggressive when you refuse service. What is your priority in this situation?

Answer options:

• Try to reason with them and convince them to leave quietly.
• Immediately call the police to report the aggressive behaviour. ✅ Maintain a calm demeanor, uphold the refusal, and ensure the safety of other patrons and staff.
• Serve them one last drink to calm them down and then try to get them to leave.

Correct answer: Maintain a calm demeanor, uphold the refusal, and ensure the safety of other patrons and staff.

Explanation: The safety of all patrons and staff is paramount. While reasoning is part of de-escalation, the priority is to maintain control, ensure safety, and uphold the refusal, potentially involving management or security if needed. Option A is part of the process but not the overall priority. Option B might be necessary if the situation escalates further, but initial measures are preferred. Option D is illegal and compromises safety.