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Overview

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28 views4 pages

Overview

Uploaded by

robineupane8586
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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The Right Combination

Completing the Smart Serve program will help you understand:

1. What you need to know (knowledge)


2. What you need to do (steps)
3. What you should say (communication)

To ensure safe and responsible alcohol sales, service, and delivery.


Knowledge: Knowledge is power, and with knowledge, you will have the power to
keep your customers and your establishment safe. This includes understanding the
rules and regulations of selling, serving, or delivering alcohol in Ontario.
Steps: Keeping customers safe means knowing what steps to take. This
includes how to identify whether a customer is at least 19 years of age, how to
monitor a customer’s alcohol consumption, and what to do if a customer puts your
safety or the safety of others, at risk.
Customers trust that establishments will provide a safe environment for their
enjoyment. Failing to do so not only jeopardize their well-being but also damages
the reputation and credibility of the business.
Age verification helps prevent underage drinking and ensures compliance with the
law. Monitoring alcohol consumption helps prevent over-intoxication, reducing the
risk of accidents, injuries, or other harmful incidents. And addressing risky behavior
promptly helps mitigate potential dangers to both customers and staff, ensuring
everyone's safety within the establishment.

Communication
You are in the people business, but with a difference: alcohol alters the way
people behave. How you communicate matters, whether you are denying
entry or stopping service to prevent intoxication.

Communication in the alcohol service industry is crucial because alcohol can alter
people's behavior. Whether it's denying entry to someone underage or stopping
service to prevent intoxication, how these actions are communicated can
significantly impact the situation. Clear, respectful, and firm communication is
essential to ensure understanding and compliance while minimizing conflict or
escalation.
LEARN:
The information in this program will teach you what to look for when selling,
serving, or delivering alcohol (e.g., signs of intoxication).
PRACTISE
Talking to people who are intoxicated (by alcohol or drugs) requires a calm and
thoughtful approach. You need to be firm, while showing understanding and
concern for the safety of your customers. Practice your approach with family,
friends, and colleagues. It's a great way to improve your skills and boost your
confidence!
ACT
Sometimes you will encounter situations where you will need to take action fast.
The Smart Serve Program will teach you the right actions and when to take them.
Never lose sight of the fact that the safety of your customers will often depend on
you doing the right thing.
REFLECT
Completing this training is just the beginning. As a professional in your industry, you
will handle all kinds of situations. Make it a habit to reflect on how you managed
each situation. What did you do right? What would you do differently the next time?
SHARE
Your knowledge, skills, and experience are a great resource. Put them to use by
sharing what you know with your co-workers. After all, you are part of a team that is
working together for the same objective: keeping people safe!
THE AGCO
The Alcohol and Gaming Commission of Ontario (AGCO) is the regulatory body
responsible for issuing licenses and regulating various sectors, including alcohol,
gaming, horse racing, and cannabis retail. The AGCO operates based on principles
of honesty, integrity, and the public interest.
They have a bunch of laws they follow, like the Liquor Licence and Control Act for
alcohol, the Gaming Control Act for gambling, the Horse Racing Licence Act for
horse racing, and the Cannabis Licence Act for cannabis shops. They also handle
charity lotteries with a special rule called Order-in-Council 1413/08.

The minimum age for someone to sell, serve, handle, or deliver alcohol in Ontario is 18. They must
also be Smart Serve certified.

The Liquor Licence and Control Act, 2019 (LLCA) regulates alcohol sales, service, and delivery in
Ontario. It prohibits licensees from allowing intoxication on their premises and from serving alcohol to
individuals who are already intoxicated or appear to be.
After an intoxicated customer has left your establishment, you are no longer liable
for him or her.

False. Even after an intoxicated customer leaves the establishment, the licensee (the business that
sells or serves alcohol) may still be held liable for any harm caused by the customer's intoxication. This
is known as "duty of care" or "social host liability." Licensees have a responsibility to take reasonable
steps to prevent harm resulting from the intoxication of their patrons, even after they have left the
premises. This could include measures such as offering alternative transportation or monitoring the
customer's behavior before they leave.

Drinking coffee will help a person who is intoxicated sober up faster. T or F?


Once alcohol has been absorbed into the bloodstream, the body needs time to
metabolize it and eliminate it from the system. Therefore, the only way for
someone to sober up after consuming alcohol is to allow time for their body to
process and eliminate it.
"Sober up" refers to the process of becoming less intoxicated or less affected by the
consumption of alcohol or drugs. When someone is intoxicated, their judgment,
coordination, and cognitive abilities may be impaired. Sobering up refers to the
gradual return to a state of sobriety, where these impairments diminish, and the
individual's mental and physical faculties return to normal.

You can refuse the sale of alcohol to any customer even if they produce a valid I.D.

Refusing the sale of alcohol, even if a customer presents a valid ID, is a critical aspect of responsible
alcohol service. While a valid ID may confirm the customer's age, it does not necessarily guarantee their
fitness to consume alcohol responsibly.

It is your legal obligation to refuse the sale of alcohol to anyone if you have reason to believe he/she is
intoxicated and/or you suspect they may be purchasing alcohol for an underage person.

A customer can show identification without a photo to prove they are age 19 or
older.
False. A valid I.D. is one that is issued by the government and must include a
person’s photograph and date of birth.

If an intoxicated customer arrives at your establishment, you should not let them in.

Correct. If an individual arrives at your establishment visibly intoxicated, it is generally advisable not to
admit them. Allowing an intoxicated person into your establishment can pose various risks, including
potential harm to themselves, other patrons, or your staff, as well as legal liabilities.
On average, the body can metabolize approximately 1 standard drink per hour.

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