Ace the RAMP 2025 Challenge – Sip Smart, Serve Safe!

Staff should focus on de-escalating the situation and involving management if necessary to effectively address aggressive behavior from patrons. This approach is rooted in the principles of responsible alcohol management, which emphasize safety and conflict resolution.

De-escalation techniques can include speaking calmly, using non-threatening body language, and attempting to understand the patron's concerns. The goal is to calm the individual rather than provoke further aggression. Involving management is often beneficial, as they may have more authority and experience in handling such situations, leading to a better resolution without the need for drastic measures.

Encouraging continued aggressive behavior, leaving the situation unresolved, or immediately calling law enforcement might escalate the problems and can threaten the safety of other patrons, staff, and the aggressive individual themselves. Therefore, effectively managing aggressive behavior through de-escalation and appropriate escalation to management when needed is the best practice.