SITHFAB002___Assessment_Tool

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Assessment Tool SITHFAB002 PROVIDE RESPONSIBLE SERVICE OF ALCOHOL I NSTRUCTIONS ● You are to answer all questions. ● Read each question carefully. Ensure you have provided all required information. ● On completion, submit your assessment to your assessor. ● Please complete all your details below Name of Student JENIFER OYARZUN ID 70424 Unit of competency SITHFAB002 Provide responsible service of alcohol Course Name Hospitality management Name of Assessor JOHN BLACK Date of Assessment 30.08.2023 Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 1

Submission details The Assessment Task is due on the date specified by your trainer. Any variations to this arrangement must be approved in writing by your trainer. Submit printed copy of required evidences (your answers) to your Trainer with the "Assessment Cover Sheet" (Filled out and signed appropriately) attached on top of your documents. The Trainer/Assessor may further prompt and question in order to receive answers of appropriate quality or if further clarification required and to validate authenticity of your submitted work. Word limit: Word limit for answering this task is minimum 700 words. Assessment description The assessment verifies knowledge & skills of the learners to identify, specific coaching needs through discussion with colleague and organise coaching sessions, explain the overall purpose of coaching to colleague, provide colleague with opportunity to practise the skill and ask questions, monitor progress of new workplace skills and provide supportive assistance as well as communicate required knowledge and check colleague understanding. This assessment also requires observation / practical demonstration which can be done either in a simulated work environment set by the trainer or in a real workplace environment. Third party evidence must be provided if the demonstration / observation has been done in student’s real workplace environment. Please refer to Observation/Demonstration Checklist and Third Party Checklist & Evidence provided for this assessment. Procedure Identify a workgroup in your organisation or simulated work environment, agreed to and arranged with your assessor and answer the tasks given below - Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 2

Knowledge Questions Instructions For students: Please answer the following questions. You may reference the learning content and/or conduct your own research. You must answer all of the questions ensuring sufficient responses to demonstrate reflection and knowledge of each question. Responses that are too short or do not sufficiently demonstrate knowledge or genuine reflection will be marked as incorrect. You should attempt every question and review your answers, before submitting your work for marking. Each question is graded out of 1 mark. When you have completed all questions, you will need to press “Save and Submit” to send through for grading. By submitting your work, you are declaring that the material contained within your submissions is your own material, written and developed by no other person except where due reference is made. False declarations may lead to withdrawal of any qualification or subject. For assessors: The assessor must consider all aspects of the UoC when making a judgement. For your guidance a Sample Answer/s and Rubric have been provided to give clarity on the evidence required and to maintain a consistency of judgment. The assessor should offer constructive feedback across the assessment. In the first instance, if insufficient evidence to meet criteria is presented, the assessor must offer feedback and allow the student the opportunity to resubmit. Feedback comments must be provided in red text. Range and Conditions ● Online ● Students must work through this assessment independently Decision Making Rules Students must answer all of the questions ensuring sufficient responses to Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 3

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demonstrate the required skills and underpinning knowledge to complete each question. Answers must be correct to achieve a Satisfactory response. Answers will be assessed against prescribed marking criteria. Where a student achieves a “Not Yet Satisfactory” result, they will be provided an opportunity to resubmit their work. Pre-Approved Reasonable Adjustments There are no pre-approved adjustments for this assessment. Adjustments will be made on a case by case basis. The Assessor must record details on the Student’s Profile Record. Rubric A rubric has been assigned for each question. As a principle, if the following responses are given by the student, then the assigned mark is a zero. ● Blank ● Nothing written in space provided ● No attempt to answer assigned question (e.g. responses: “I don’t know”) Multiple Choice This Multiple Choice consists in a set of 10 questions or statement with answer choices. Read each one and answer choice carefully and choose the ONE best answer 1. Craig drank 1 x red wine glass (150 ml) and 2 x vodka tonic (30ml in each glass) in 3 hours, how many standard drinks did he drink? Select one: ☐ 1. 3 ☐ 2. 2.5 ☐ 3. 3.5 2. Benefits of RSA Select one: ☐ A safer and more enjoyable venues, a good reputation in the local community, fewer complaints Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 4

☐ Increased operational costs, improved image of the premises, less profit in food & non-alcoholic drink service ☐ Safer premises, decreased profits, increased police presence 3. How can you assess levels of intoxication from a patron? Select one: ☐ Ask if they have eaten any food prior to drinking alcohol ☐ Observe changes in behaviour and their emotional and physical state ☐ Check how many drinks they have consumed 4. What is on-the-spot penalty for serving an intoxicated person? Select one: ☐ $2,500 ☐ $1,100 ☐ $1,050 ☐ $900 5. What are the standards trading hours in NSW (there are exceptions)? Select one: ☐ Monday to Saturday 5am - midnight, Sunday 10am - 10pm ☐ Monday to Friday 8am - midnight, Sunday 10am - 10pm ☐ 24 hours 6. What is the key liquor agency in NSW? Select one: ☐ NSW Fair Trading ☐ The Independent Liquor & Gaming Authority ☐ Legal Aid NSW ☐ Services NSW Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 5

7. Type of drinks equate to one standard drink Select one: ☐ 375ml of Mid-strength beer, 100ml of glass wine, 30ml of spirit nip ☐ 285ml of Mid-strength beer, 100ml of glass wine, 45ml of spirit nip ☐ 325ml of Mid-strength beer, 100ml of champagne, 35ml of spirit nip 8. How to refuse service? Select one: ☐ Ask Manager to do it as is not part of your job ☐ You should not refuse service unless you have proof they are intoxicated ☐ Tell them how embarrassing they look ☐ Be clear about what happening, remain respectful and polite, point out signage where relevant 9. What is the definition of an intoxicated person in NSW? Select one: ☐ 1 & 2 ☐ That person’s speech, balance, coordination or behaviour is noticeably affected ☐ It is reasonable to believe that the affected speech, balance, coordination or behaviour is the result of the consumption of alcohol 10. What things should you do if you believe someone has presented a false ID? Select one: ☐ Let the person in but refuse service Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 6

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☐ Ask verbally date of birth ☐ Refuse admission to the person, notify policy to report fake ID Knowledge Test 2 Written Questions Instructions For students: Please answer the following questions. You may reference the learning content and/or conduct your own research. You must answer all of the questions ensuring sufficient responses to demonstrate reflection and knowledge of each question. Responses that are too short or do not sufficiently demonstrate knowledge or genuine reflection will be marked as incorrect. You should attempt every question and review your answers, before submitting your work for marking. Each question is graded out of 1 mark. When you have completed all questions, you will need to press “Save and Submit” to send through for grading. By submitting your work, you are declaring that the material contained within your submissions is your own material, written and developed by no other person except where due reference is made. False declarations may lead to withdrawal of any qualification or subject. For assessors: The assessor must consider all aspects of the UoC when making a judgement. For your guidance a Sample Answer/s and Rubric have been provided to give clarity on the evidence required and to maintain a consistency of judgment. The assessor should offer constructive feedback across the assessment. In the first instance, if insufficient evidence to meet criteria is presented, the assessor must offer feedback and allow the student the opportunity to resubmit. Feedback comments must be provided in red text. Range and Conditions ● Online Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 7

● Students must work through this assessment independently Decision Making Rules Students must answer all of the questions ensuring sufficient responses to demonstrate the required skills and underpinning knowledge to complete each question. Answers must be correct to achieve a Satisfactory response. Answers will be assessed against prescribed marking criteria. Where a student achieves a “Not Yet Satisfactory” result, they will be provided an opportunity to resubmit their work. Pre-Approved Reasonable Adjustments There are no pre-approved adjustments for this assessment. Adjustments will be made on a case by case basis. The Assessor must record details on the Student’s Profile Record. 1. List four classifications of customers who must be refused liquor service in NSW • intoxicated. • violent, argumentative, or disorderly. • smoking in a smoke-free area. • using, or possess, any substance suspected of being an illicit drug. • whose presence causes the licensee to become liable to a penalty under the liquor laws. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 2. List three acceptable evidence-of-age documents that can be used to check the age of patrons Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 8

• A driver or rider licence or permit issued by an Australian State or Territory or any foreign country • a NSW Digital Driver Licence • Australian or other passport Result ☐ Satisfactory ☐ Not Satisfactory Feedback 3. Define what is meant by a "standard drink" Australia's national alcohol guidelines use the 'standard drink' as a measure of alcohol consumed. One standard drink is defined as containing 10 grams of alcohol. The number of standard drinks in a serving of alcohol varies between type, size, brand, packaged or poured drinks. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 4. Give three examples of the impact of excessive drinking on pregnant women - Drinking alcohol during pregnancy increases the risk of miscarriage, premature birth and your baby having a low birthweight. It can also affect your baby after they're born. Drinking during pregnancy can cause your baby to develop a serious life-long condition called foetal alcohol spectrum disorder (FASD). - Premature birth. Excessive drinking during pregnancy can increase the risk of premature birth, which is when a baby is born before 37 weeks of pregnancy. Premature birth can lead to a number of health problems for the baby, including low birth weight, respiratory problems, and learning disabilities. - Low birth weight. Babies born to mothers who drink excessively during pregnancy are more likely to have low birth weight, which is when a baby weighs less than 5 pounds, 5 ounces at birth. Low birth weight can lead to a number of health problems for the baby, including respiratory problems, feeding problems, and learning disabilities. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 5. Identify five examples of erratic drinking patterns that bar staff need to be alert to in order Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 9

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to serve alcohol responsibly • mixing a wide range of drink types. • drinking quickly and asking for more immediately. • ordering more than one drink for self-consumption. • mixing alcohol consumption with consumption of prescription or illicit drugs. • consistently returning to the tasting site to request more samples. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 6. Identify four observable changes in patron behaviour that can indicate intoxication Coordination. Signs of intoxication can include the spilling or dropping of drinks, or a patron struggling to find their mouth with a drinking glass. An intoxicated patron may also have difficulty opening and closing doors, or with counting money and paying for purchases (including fumbling change). Result ☐ Satisfactory ☐ Not Satisfactory Feedback 7. What are three examples of action you might take when intervening early to prevent a patron becoming intoxicated and having to be refused service? Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 10

Make water available and have staff offer it regularly to encourage patrons to pace their alcohol consumption. Encourage patrons to stop drinking or consume non-alcoholic drinks before they reach the point of undue intoxication. Lower the entertainment noise level to allow patrons to talk; this slows down drinking. • Don't argue with the intoxicated guest. • Don't embarrass the guest, especially in front of other people. • Invite the problem guest to an area away from other guests, where you can talk. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 8. What are three examples of legal restrictions that apply to alcohol use in the Sydney CBD? In a designated area within Kings Cross, Sydney and Newcastle CBD there is a 1:30 am lockout, meaning no patrons can enter bars after that point, and no existing patrons can re-enter after that time, while last drinks are at 3 am. There are restrictions on what can be served after midnight. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 9. Explain two ways that gender affects individual responses to alcohol. Women absorb and metabolize alcohol differently than men. In general, women have less body water than men of similar body weight, so that women achieve higher concentrations of alcohol in the blood after drinking equivalent amounts of alcohol Result ☐ Satisfactory ☐ Not Satisfactory Feedback 10. What are the five options available for banning/baring troublesome patrons? Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 11

• refusing entry • removing a person at the time of the incident, • barring the person for an extended period of time (single or multiple venues) or • seek a formal banning order against the person. • If you need to have a customer banned, discuss the situation with your manager. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 11. Provide three examples of non-beverages you can offer to customers • Virgin Wine Spritzer • Non-Alcoholic Moscow Mule • Virgin Mojito Result ☐ Satisfactory ☐ Not Satisfactory Feedback 12. List three ways you can encourage customers to drink within appropriate limits Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 12

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• drinking non-alcoholic drinks as well as alcoholic drinks • drinking water to quench your thirst before you start drinking alcohol • opting for low-alcohol drinks Result ☐ Satisfactory ☐ Not Satisfactory Feedback 13. Sometimes customers refuse to cooperate and they may become abusive and violent. List three people who can help you in this situation • Boss • Colleague • Police Result ☐ Satisfactory ☐ Not Satisfactory Feedback 14. If you have refused to serve anymore drinks to a group of customers, what information should you share with the rest of the team to ensure proper responsible service practices are supported? Why? Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 13

Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol. Do point to posters/signs behind the liquor service point to reinforce your decision. Do explain the reason for refusal of service (e.g. showing signs of being unduly intoxicated). Result ☐ Satisfactory ☐ Not Satisfactory Feedback 15. Where these signages should be displayed?: 1- This sign must be displayed wherever alcohol is sold on licensed premises i.e. at each bar and counter. Where there is no bar or counter (e.g. a restaurant), the sign must be prominently displayed at or near each entrance of the premises. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 2- Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 14

Bar areas of hotels and clubs, and gaming machine areas of clubs. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 3- Breath testing sign – premises with breath analysis machines This sign must be clearly displayed on or next to a breath analysis machine, where one is installed. Result ☐ Satisfactory ☐ Not Satisfactory Feedback Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 15

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4- Fully licensed Australian restaurant with alcohol on sale Result ☐ Satisfactory ☐ Not Satisfactory Feedback 5- Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 16

Under 18s not permitted during liquor trading hours – small bars This sign applies to small bar licences and must be displayed so that it can be seen by a person entering the premises. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 16. If a customer has had 3 standard drinks in one hour, how long as a general rule, will it take to be removed from their bloodstream? 3 hours Result ☐ Satisfactory ☐ Not Satisfactory Feedback 17. What is the typical alcohol strength of red and white table wine? The average glass of wine contains about 11% to 13% alcohol. But bottles range from as little as 5.5% alcohol buy volume to as much as around 20% ABV. Result ☐ Satisfactory ☐ Not Satisfactory Feedback 18. What is the typical alcohol strength of spirits? Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 17

40% (alcohol by volume) Result ☐ Satisfactory ☐ Not Satisfactory Feedback Role Plays Roleplay 1 - Instructions General Learner Instructions There are three Roleplays in this assessment and you are required to participate in all of them. Your Assessor and/or other Learners will play the part of people you interact with during these Roleplays: they will have certain things they are required to do or say in order to take the role plays effective and relevant. Your Assessor will observe and record your demonstration of competency on structured Roleplay Checklists provided. You are advised to review these Checklists to see exactly what they will be looking for – the Roleplays address: ● Role Play 1: Determining drink orders. ● Role Play 2: Refusing service. ● Role Play 3: Asking persons to leave. Read: ● The Scenario for each Roleplay. ● The ‘Role Play instructions to Learner’ for each role play. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 18

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Please treat these Roleplays seriously and participate as if you were an employee in the situation described for each of the Roleplays. Roleplay 1 - Determining drink orders. General instructions to Learners For this Roleplay you are required to demonstrate: ● How you would greet a customer when they arrive at the counter/service point. ● How you would ask and check a person’s proof-of-age. ● How you would refuse service to someone who is underage. ● How you would determine what they want to drink. ● How you would advise them of alcoholic and non-alcoholic drink options that are available. ● How you would make recommendations and promote products based on identified preferences or stated need. ● How you would provide information on the alcoholic strengths of different beverages. ● How you would refuse a request for a drink that runs contrary to RSA principles. ● How you would take customer orders. The Assessor may stop assessment on occasion to: ● Ask questions or to get you to repeat an action or statement. ● Ask you to explain what and why you are doing something or saying something. ● Tell you when to continue with the assessment task. You must complete all tasks in the required time limit which for this role play is 10 minutes. The assessment will take place in a simulated bar environment with five customers and the Assessor acting as observer. All competencies in the Roleplay Checklist must be observed to complete this assessment. If a competency is not observed during the time period, the Assessor will create an opportunity to repeat the Roleplay (or part of it) or undertake an alternative form of assessment such as questioning or demonstration. Criteria for success The decision-making rules that will be followed are: Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 19

● Learners must complete all tasks and answer all questions in a way that demonstrates understanding of the key actions and requirements. ● All tasks and answers must be correct to achieve a satisfactory result. Where a learner does not complete tasks or questions correctly, they will be provided an opportunity to repeat the Roleplay or observation at a later date. Scenario You are working as a bar attendant in the Lounge bar of The Righteous Inn which is a popular watering hole for the young and the young at heart. Much of its popularity is due to the fantastic staff working there and also to the fact that the bar boasts a wide range of imported and Australian beers, wines and spirits as well as a huge range of exotic non-alcoholic drinks. Another popular aspect of the bar is its focus on cocktails and mocktails – the bar actively promotes them, prices them extremely reasonably and is able to make them very quickly. The only problem for customers seems to be working out which drink they will have when they get to the bar! Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 20

Evidences here. e.g. Script, pictures Me: Hello dear how can I help you today? Customer: I’m good. I would like to have some beers. Me: Yes sure, Could you please to show me your ID for the proof of age before I can serve you? Customer: I am 17 years old. Next month I turn 18. Me: I’m sorry sir. It’s against the law for me to serve alcohol to anyone who is under the age of 18. But we have lot of nice mocktail which is non-alcoholic cocktail and taste was amazing. Customer: Okay, Which one is better? Me: I would recommend our best seller “Pomegranate mojito” mocktail. It’s non-alcoholic cocktails can still be packet with plenty of cheer and this spin on the mint-and-line classic contains with delicious pomegranate seeds and juice. Customer: Okay I get one pomegranate. Any other drink can you offer? Me: We have the mocktail list here. And another soft drinks and hot drink list here. Customer: All right, I get one coca with pomegranate. Me: Great, Will serve to you shortly. Won’t be long. Result Satisfactory Not Satisfactory Feedback Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 21

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For Roleplay 1: Determining drink orders. Greeted customer on arrival at bar: Used appropriate verbal greeting. Displayed appropriate body language. Requested proof-of-age documentation: Politely and respectfully. Explained reasons for having to do so. Identified acceptable evidence-of-age documents. Calculated person’s age from presented document. Identified those who could legally stay and drink. Identified the under-age person and asked them to leave referencing bar signage. Asked patrons what they wanted to drink: Asked follow-up questions to assist with decision making. Identified available drink options: Advised of a range of domestic and imported spirits available. Advised of a range of and mixed drinks available. Advised of a range of local and imported beers available. Advised of a range of traditional and modern cocktails available. Advised of a range of local and interstate red, white, sparkling and fortified wines available. Provided additional information: Indicated suitable drinks based on information provided. Made personal recommendations. Promoted ‘Drink of the Day’. Described production methods of drinks on request. Supplied general drink-related information: Stated alcohol strengths of requested beverages. Gave brand names different spirit types. Offered suitable alternatives for items not in stock. Encouraged customers to drink responsible. Refused request for drinks contravening RSA principles: Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 22

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Apologised. Gave rationale. Offered alternative. Took orders: Repeated orders back to confirm. Clarified ambiguous orders. Recorded or memorised orders accurately Worked professionally: Engaged with customer and built rapport. Displayed acceptable personal appearance. Was customer focused. Was friendly and polite. Demonstrated product knowledge. Roleplay 2 – Instructions Refusing service General instructions to Learners For this Roleplay you are required to demonstrate: ● How you would refuse service to a patron who is exhibiting signs of emotional physical distress and ask them to leave the premises. ● How you would refuse service to a patron who has been drinking for a long period but has not had any food to eat. ● How you would refuse service to a patron who is showing signs being drug-affected and ask them to leave the premises. The Assessor may stop assessment on occasion to: ● Ask questions or to get you to repeat an action or statement. ● Ask you to explain what and why you are doing something or saying something. ● Tell you when to continue with the assessment task. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 23

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You must complete all tasks in the required time limit which for this role play is six minutes. The assessment will take place in a simulated bar environment with three different customers. All competencies in the Roleplay Checklist must be observed to complete this assessment. If a competency is not observed during the time period, the Assessor will create an opportunity to repeat the Roleplay (or part of it) or undertake an alternative form of assessment such as questioning or demonstration. Criteria for success The decision-making rules that will be followed are: ● Learners must complete all tasks and answer all questions in a way that demonstrates understanding of the key actions and requirements. ● All tasks and answers must be correct to achieve a satisfactory result. Where a learner does not complete tasks or questions correctly, they will be provided an opportunity to repeat the Roleplay or observation at a later date. Scenario It is another busy Saturday night in the Main Bar at The Righteous Inn and you have a large mix of regular customers in and everyone is having a fun time after a terrific event this morning at the local showgrounds. The crowd started rolling in just after noon when the event finished and they have been busy playing pool, watching the football on the big screen and generally having a good time. Earlier this week the Bar Supervisor gave everyone who works behind the bar a refresher on their RSA and highlighted the need for everyone to be diligent in identifying patrons who need to be refused service in-line with legislated obligations and the venue RSA policy. At 7pm you glance over the crowd and recall what the Bar Supervisor said: three people immediately come to your attention – time to put the theory into practice. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 24

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Evidences here. e.g. Script, pictures Me: Hello dear, How can I help you? Customer: I need some drinks. Me; Would you like to some water or hot drinks? Customer: Sorry, I need order alcoholic drinks. Me: Oh sorry. It seems to over the limitation of alcohol today. Maybe you can eat some snacks or drink water first? It’s really help your health. Customer; I don’t need water. Give me a beer. Me: Sorry, I am really afraid unable to provide you request. We have responsibility to give advises for our costumers when we notify the limit is over upon drinking. Customer: Hey I need a drink! Me: Sir, I think we have to call a taxi for you, or do you have any friends or relative who can send you home safely? Customer: I need taxi Me: Sure, I will call a taxi now. At the entrance, Me: Hello sir. Are you okay? Do you need help? Because you unable to walk balace. Patron: I’m okay. I need a drink. Me: Okay sir. Are you would like to eat something first? You looks drink a lot. Patron: No. I’m all right. Just give me a beer Me: Sorry sir. If you drinks on a an empty stomach, there are lot of negative side effects. Such as dizziness, vomiting and impaired judgment. These side effects can increase the risk of accident and violence. Patron: Okay. I need to some snacks. Just one beer and I want to go home. Me: Would you like us to call a taxi for you? Patron: Yes The patron who is speech, balance, coordination or behaviour is noticeably affected, I would first approach them and ask they are okay or they looks are not okay I would ask to help them and call taxi or call someone to help them. Such as friends. Doctor or family member. And if need some information I advised about side effects. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 25

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Result Satisfactory Not Satisfactory Feedback For Roleplay 2: Refusing service. Dealt with distressed person: Identified distressed person. Approached and spoke to them professionally. Identified self. Gave reason for contact. Explained why identified behaviour was unacceptable. Referenced requirements of house policy. Refused service and requested they leave explaining what that meant. Responded appropriately to questions asked by customer. Provided assistance to facilitate customer departure. Used positive communication and interpersonal skills. Advised co-workers of action taken. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 26

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Dealt with patron who had not eaten in a long time: Approached and spoke to them professionally. Identified self. Gave reason for contact. Explained problem associated with no food for seven hours when consuming alcohol. Refused service and explained what that meant. Responded appropriately to questions asked by customer. Provided alternatives and assistance. Used positive communication and interpersonal skills. Advised co-workers of action taken. Dealt with drug-affected person: Approached group and spoke to them professionally. Identified self. Gave reason for contact. Explained why identified behaviour was unacceptable. Referenced requirements of legislation and house policy. Referenced supporting bar signage. Gave verbal warning. Responded appropriately to questions asked by customer. Refused service and requested they leave explaining implications. Solicited assistance from friends. Used positive communication and interpersonal skills. Advised co-workers of action taken. Roleplay 3 - Instructions General instructions to Learners For this Roleplay you are required to demonstrate: ● How you would handle a situation where ask a compliant customer to leave the premises. ● How you would handle a situation where a difficult customer has to be asked to leave the premises. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 27

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The Assessor may stop assessment on occasion to: ● Ask questions or to get you to repeat an action or statement. ● Ask you to explain what and why you are doing something or saying something. ● Tell you when to continue with the assessment task. You must complete all tasks in the required time limit which for this role play is six minutes. The assessment will take place in a simulated bar environment with a single customer played by your Assessor who will play both roles. All competencies in the Roleplay Checklist must be observed to complete this assessment. If a competency is not observed during the time period, the Assessor will create an opportunity to repeat the Roleplay (or part of it) or undertake an alternative form of assessment such as questioning or demonstration. Criteria for success The decision-making rules that will be followed are: ● Learners must complete all tasks and answer all questions in a way that demonstrates understanding of the key actions and requirements. ● All tasks and answers must be correct to achieve a satisfactory result. Where a learner does not complete tasks or questions correctly, they will be provided an opportunity to repeat the Roleplay or observation at a later date. Scenario Four days of temperatures in the mid 40’s has seen large crowds patronise The Righteous Inn’s many bars to seek relief from the heat with a few cooling beverages. A recent Court case has raised awareness of the need for bar staff to be alert to instances of the misuse and abuse of alcohol on licensed premises and management have asked all staff to be especially vigilant as local Police have signalled their intention to patrol venues looking for intoxicated patrons who are being served with liquor and who are on illegally on the premises. They have vowed to prosecute licensees, bar staff and patrons wherever they detect breaches. As you clear glasses off tables in the bar you notice two regular patrons who you know well and have decided need to be asked to leave the premises – one seems to be a ‘happy drunk’ and the other is starting to get pretty nasty indeed. Time to nip things in the bud! Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 28

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Evidences here. e.g. Script, pictures Me: Hello dear, How can I help you? Customer: Hi girl. I need some drinks. Me; Would you like to some water or hot drinks? Customer: I need alcoholic drink. Such as bottle of beer. Me: I’m sorry. I afraid we couldn’t provide more alcoholic drink. Would you like to water of hot drinks? Customer: Please give a beer. Me: I afraid I unable to proceed the order because you looks drink a lot. I bring some juices and call a taxi for you sir? Customer: Why not a beer? Me: Honestly, we have the responsibility to remind and stop providing alcoholic drink to customer who suspect intoxication. I hope you understand sir. Customer B: All right, just give me water and call a taxi for me. Me: Yes sir, Here is your water and taxi will be here in 5 minutes later. See you again next time. Result Satisfactory Not Satisfactory Feedback Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 29

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For Role Play 3: Asking persons to leave. Dealt with compliant customer: Notified co-workers of intention to ask person to leave. Approached and spoke to them professionally. Identified self. Gave reason for contact. Referenced legislation, house policy and bar signage. Refused service and asked customer to leave the premises. Responded appropriately to questions asked. Dealt with delaying tactics. Offered assistance to facilitate departure. Used positive communication and interpersonal skills. Dealt with difficult customer: Notified co-workers of intention to ask person to leave. Approached and spoke to them professionally. Identified self. Gave reason for contact. Referenced legislation, house policy and bar signage. Refused service and asked customer to leave the premises. Explained obligations on customer as a result of being asked to leave. Explained possible additional consequences of failing to comply. Responded appropriately to questions asked. Dealt professionally, tactfully and sensitively with comments and statements made by customer. Offered assistance to facilitate departure. Referred the situation to Bar Supervisor when appropriate. Advised Bar Supervisor of threats made. Stayed calm, maintained self control and control over the situation. Used firm, non-aggressive and non-confrontational communication and interpersonal skills. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 30

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A SSESSMENT MARKING GUIDE (To be completed by Trainer/Assessor only) Evidence gathered for the assessment tasks could be assessed against following checklist (Marking Guide): Did the student Yes No Assessor’s Comments Operates nominated public bar area including working the bar for one peak service period. Requests and checked acceptable evidence of age documents for patrons to determine eligibility for service. Takes customer orders making recommendations, promoting cocktails, providing suggestions, optimising sales and observing responsible service of alcohol principles. Prepares cocktails, alcoholic and non-alcoholic drinks using a range of methods according to customer preferences, house recipes and standards, legal compliance issues and responsible service of alcohol principles. Serves cocktails and drinks using required glassware, garnishes and/or decorations and observing responsible service of alcohol principles. Monitors and ensures quality, consistency, required appearance and taste of drinks and cocktails that were prepared and served. Monitors consumption of patrons and their observable behaviour to identify need to intervene to prevent intoxication. Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 31

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Intervened and acted on at least three occasions to prevent intoxication of customers and warned them of consequences of failing to modify actions. Refused service and provided assistance to one distressed customer dealing sensitively and firmly with them in accordance with responsible service of alcohol principles. Refused service and provided assistance to one customer who had not eaten during a long period of alcohol consumption dealing sensitively and firmly with them in accordance with responsible service of alcohol principles. Refused service and provided assistance to one seemingly drug-affected customer dealing sensitively and firmly with them in accordance with responsible service of alcohol principles. Requested intoxicated patrons leave premises on at least three occasions providing appropriate customer assistance and demonstrating appropriate conflict-management and customer service strategies. Identifies, reports and/or refers to co-workers, security and/or management in a timely manner instances where staff or customer safety was at risk. Provides and shares operational and responsible service of alcohol information with colleagues and customers. Uses positive communication, listening and interpersonal skills to engage positively with patrons and others and determine needs, refuse service and ask patrons to leave the premises. Determined and controlled personal actions to deal effectively with at least one aggressive and difficult customer and one compliant customer when refusing service and asking people to leave the premises. Calculates figures relating to time, ingredients, Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 32

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prices, age of patrons, dilution rates for chemicals and drinks and alcohol consumed by customers. Uses a range of sources to research and obtain necessary operational and legislative compliance information. Overall unit result The student’s performance was judged Not satisfactory Satisfactory Overall Feedback: Version Oct 2020 | PROVIDE RESPONSIBLE SERVICE OF ALCOHOL- ASSESSMENT TOOL ©Wells International College CRICOS PROVIDER CODE: 01856K RTO NO. 90501 33

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SITHFAB002___Assessment_Tool

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