Assessment Task 2: Roleplays
Task summary
Students are required to take part in two roleplays with customers.
This assessment is to be completed in the simulated work environment in the RTO
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• RSA Policy and Procedures (Appendix)
• Participants
• Measures used to serve standard drinks or samples
• Signage including:
• Signage including:
o signs that comply with wording required by legislation
o standard promotional signs issued by Liquor and Gaming NSW
• Warning notices within any form of advertising
• Information and plain English fact sheets distributed by Liquor and Gaming NSW
• Contact information on taxis and available transport options for intoxicated customers
Timing
Your assessor will advise you of the due date of these submissions.
Submit
No documents need be submitted for these activities, but you will be assessed on your performance during this task.
Assessment Task 2 Instructions
Complete the following activities:
1. Prepare for roleplays.
Review the Voondah Bar’s RSA Policy and Procedures. Document that you have read it as per
the Voondah Bar requirements by writing your name, the date, and signature to the final page.
Review also the RSA information provided by your state or territory.
2. Roleplay 1, Part A
A young woman approaches the bar and requests a drink.
She will ask you several questions about the alcoholic content of different drinks and your recommendations. Provide the information requested, as well as any other information relevant to the situation and type of customer.
She orders a gin and tonic for herself and one for a friend who is with her.
You cannot be certain that she, or her friend, is 18 years or over.
You are required to request the additional information that you require before you serve the drinks.
Serve the person their requested standard drink, following responsible service of alcohol principles, state or territory legislation and licensing requirements.
Engage with the customer in a professional manner.
Share the information that you have about the customers with your team members (your Assessor).
3. Roleplay 1, Part B
The first customer’s friend (your Assessor) comes to the bar.
She orders another drink, fumbling with her change to provide the money to you.
She is a small, slightly built girl.
You are required to assess the customer’s intoxication levels, taking into account factors that may affect individual responses to alcohol. Tell the customer what these are.
Describe to the customer at least three early indicators of intoxication that you have experienced in the customer’s behaviour and identify suitable intervention strategies to prevent intoxication, including a description of non-alcoholic drinks that are available.
Following responsible service principles, take the appropriate actions according to
organisational requirements, the specific situation, and provisions of state or territory legislation and regulations.
Explain your actions to the customer, referring to signage on the bar.
Offer appropriate assistance as appropriate.
4. Roleplay 2
A middle-aged person approaches the bar and requests a drink.
You are required to assess the customer’s intoxication levels, taking into account factors that may affect individual responses to alcohol.
Describe to the customer at least three indicators of intoxication that you have experienced in the customer’s behaviour and identify suitable intervention strategies to prevent intoxication.
Following responsible service principles, take the appropriate actions according to
organisational requirements, the specific situation, and provisions of state or territory legislation and regulations. Describe the legal requirements to the customer.
It is important that you use appropriate communication methods and conflict resolution skills to handle the difficult situation.
If situation moves beyond the scope of your responsibility refer it to the appropriate person, informing your colleagues of your actions.
5. Roleplay 3
It is seven o’clock on a Friday evening. A group of office workers have been in the premises since early afternoon taking it in turns to shout drinks for the whole table.
You notice that, except for a packet of crisps that was shared around, no-one has eaten anything since the group arrived.
A middle-aged member of the group approaches the bar clearly very drunk and requests a round of drinks for the table. You are required to refuse service to the customer and explaining to them:
• The effects that a lack of food can have on a person’s levels of intoxication
• The range of non-alcoholic drinks that you could serve them
• The recommendation that it would be better to leave
It is important that you use appropriate communication methods and conflict resolution skills to
handle the situation.
APPENDIX
Voondah Bar
Responsible Service of Alcohol Policy and Procedures
Definition
Responsible Service of Alcohol (RSA) refers to the service, consumption and promotion of alcoholic products in a manner that minimises the potential harm that may be caused by alcohol consumption to individuals, their families and the community generally.
Mission statement
Voondah Bar’s management and staff conduct alcohol related services in a lawful and socially responsible manner, having regard to potential harm and community concerns about alcohol consumption.
Policy
Voondah Bar encourages and enforces the responsible service of alcohol practices amongst patrons and staff. This is achieved by implementing and maintaining various harm minimisation and consumer protection measures as outlined in this document.
We recognise that it is against the law to serve alcohol to any person to intoxication.
We recognise that it is against the law to serve or supply alcohol to any person under the age of 18.
We recognise that it is against the law to allow intoxicated, disruptive or violent behaviour to occur on the premises
We work to ensure that no harm comes to patrons as a result of our service of alcohol
Commitments
Voonda Bar has adopted the following measures to fulfil its stated RSA commitments.
The Voondah Bar:
• Offers a range of drinks on premises. These include a range of non‐alcoholic beverages.
• Discourages excessive drinking.
• The serving of shots & doubles is at Management’s discretion.
• Iced water is provided on a complimentary basis on request.
• Seeks to create an environment that discourages drunken, disruptive or violent behaviour.
• Does not seek to encourage rapid or excessive consumption of alcohol through pricing.
• Low alcohol beers and non‐alcoholic beverages are stocked and promoted.
• Staff have been acquainted with this House Policy and training to implement it.
• The Bar displays all legally required RSA signs.
Procedures
Under Age Drinking
• The Voondah Bar has surveillance procedures designed to detect under age persons seeking to enter the premises.
• If a staff member believes that a person, who is ordering or being supplied alcohol, is under 18 years of age, they will politely request proof of age (Passport, RTA Photo Card or Photo Drivers Licence).
• If the person is less than 18 years of age, or refuses to produce identification, staff will refuse service and request the Manager on duty to ask the person to leave Club premises.
• An incident book is maintained to record all instances of underage entry or attempted entry.
Disruptive, Violent or Intoxicated Behaviour
• The Voondah Bar does not allow intoxicated persons to enter Club premises.
• If a staff member becomes aware that a person’s behaviour is becoming disruptive or violent they will notify the Manager on Duty.
• If the unacceptable behaviour does not cease, the Manager on duty will require the person(s) to leave Club premises.
• As a last resort Police will be called to remove person(s).
Driving with Illegal Blood Alcohol Concentration
• Voondah Bar Staff members will actively discourage persons from driving who appear to have a blood alcohol concentration higher than the legal limit.
• We offer a number of services designed to discourage drinking and driving. These services
include:
o Making of alternative transport arrangements
o Courtesy bus facilities
o Holding car keys in a safe place.
Refusal of Service
• If a staff member feels that a patron has become intoxicated they will be asked to leave.
• If such patrons fail to leave, the Police will be called, and patrons may be fined.
• The Manager on duty will determine whether or not service should be refused.
• If service is refused, the Manager on duty will politely explain to the patron(s) that the Club cannot legally serve alcohol to the point of intoxication.
• Intoxicated Members or Guests will be informed that further service of alcohol is illegal and Contravenes the Bar’s responsible service of alcohol principles.
Excluded Persons
• Persons who are asked to leave the premises are required by law to move more than 50m away. Excluded persons cannot return to the venue for at least 24 hours.
• Excluded persons are not permitted to return to the vicinity within 6 hours.
• If an excluded person fails to comply, they are committing a criminal offence and police can take action.
Expectations of Guests
All guests are expected to:
• Treat all staff with respect.
• At all times obey the law
• Conduct themselves in an orderly and appropriate way.
• Respect the local amenity particularly when arriving and departing from the area.
• Do not arrive unduly intoxicated into the area. Entry and service will be refused.
• Immediately leave the premise when requested.
• Accept refusal of service and refusal of entry.
• Cooperate with the Police and the local Community to improve local outcomes