Liquor License Practice Test

What aspect of body language is important when refusing service to intoxicated individuals?

1. Closed body posture

2. Open body language

3. Defensive body language

4. Avoidance of eye contact

The correct answer is: Open body language

Maintaining open body language is crucial when refusing service to intoxicated individuals. Open body language conveys respect, empathy, and a willingness to communicate clearly, which can help de-escalate what may be a tense situation. When an employee presents an open posture, such as uncrossed arms, a relaxed stance, and direct, yet non-threatening eye contact, it fosters a sense of safety and understanding, allowing the individual to feel that they are being treated with dignity despite the refusal. An open posture can encourage dialogue and help the intoxicated individual understand the reasoning behind the decision, potentially reducing feelings of rejection or aggression. This approach not only helps to communicate the refusal effectively but also maintains a professional and caring atmosphere, which is beneficial for both the service provider and the patron. Other approaches, such as closed or defensive body language, can escalate tensions and create misunderstandings, making the situation harder to manage.