Washington MAST (Mandatory Alcohol Server Training) Practice Exam

Staying calm, speaking softly, and avoiding escalation is the best approach for a server dealing with a conflicting patron because it helps to de-escalate the situation and encourages a more constructive dialogue. When servers remain composed, they can effectively manage the interaction without provoking further frustration or anger from the patron.

Using a soft tone can create an atmosphere of respect and understanding, making the patron feel heard, which may allow them to calm down and reduce the tension. The goal in such situations is to resolve conflicts peacefully and maintain a safe environment for all patrons.

By not escalating the disagreement, the server can help ensure that the situation does not lead to more serious confrontations, both for the patron involved and for other guests in the establishment. This approach not only aids in conflict resolution but also fosters a positive experience, even in challenging interactions.

Limiting service could be necessary in some cases, but it should be done as a last resort and ideally only after attempting to resolve the conflict calmly. Ignoring the patron can further escalate the situation, and arguing can lead to increased hostility.