Role-play 3 The following resources are required to complete the role-play. Real or simulated bar environment. A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived about an hour ago and was joined by two others shortly afterwards. Each member of the group has purchased at least one round of drinks for the group in the last hour. They are becoming very boisterous, talking loudly and appear uncoordinated in their movements and handling of money. Under liquor licensing laws and responsible service of alcohol standards, you must refuse to serve the customer: you are not allowed to sell mixed spirits by the jug and you believe they are intoxicated. Organisational procedures suggest the following. Offer non-alcoholic alternatives. Offer food from the establishment's menu. Explain to the customer why you cannot serve them. Offer to resume service of alcoholic beverages after a period of time, usually one hour. Organisational policy requires the following. Customers who are verbally or physically abusive or threatening to customers or employees must leave the premises immediately. The hotel has managers and security staff on duty at all times. Learner instructions * Use appropriate conflict-resolution techniques and communication skills to resolve the customer dispute. During this role-play, you are required to demonstrate the following skills and knowledge. Identify potential for conflict and take swift and tactful action to prevent escalation. . Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance. Establish and agree on the nature and details of conflict with all parties and assess impact. Manage conflict within scope of own role and responsibilities, and according to organisational procedures. Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. Identify and evaluate impact of conflict on business reputation and legal liability. Evaluate options to resolve the conflict, taking into account organisational policies and constraints. . Complete the role-play