Behind the bar RSA training videos

To help bar staff develop skills to handle difficult situations when serving alcohol, we have developed the following training videos.

These videos simulate real-life situations commonly faced by staff at licensed venues. Shown from the perspective of a staff member, several different scenarios play out, showing the do's and don'ts of refusal of service and providing solutions to typical problems.

How to use the Behind the bar training videos

Use these videos to complement staff induction and RSA refresher training at your licensed venue or organisation. When the pause sign appears on-screen, pause the video and discuss with your group. Click on the discussion links following each of the videos for prompts to start a conversation about handling each of the situations.

You can also download Behind the Bar refusal of service signs and LCD images to display at your venue.

Think ahead

In this video the bartender is concerned with a patron's safety—she is consuming alcohol rapidly and may be alone. Although not making any trouble, she is showing clear signs of intoxication.

The bartender's thought is to slow her rate of alcohol consumption as the evening progresses and possibly prevent an unwanted situation from occurring. How would you deal with this situation?

We look at the possible negative outcomes of supplying alcoholic drinks, and/or allowing alcohol to be consumed by, someone who is clearly intoxicated, but whose behaviour is quiet, happy and not perceived to be causing trouble. But her safety is at risk.

  • The bartender walks through the back entrance of the venue, we see what he sees as he walks through to the kitchen and puts down his bag. We see a compliance sign that reads: 'It is illegal for us to supply liquor to you if you are: unduly intoxicated, disorderly, under 18'. We enter the bar where the bartender greets a co-worker and customers are waiting to be served. Music plays and people are dancing and talking in the background. A few people are served drinks then our main character, a young female, approaches the bar.

    [Patron]

    Hey, can I please grab a rosé?

    [Bartender]

    Yeah sure.

    One rosé coming up!

    [Patron]

    Thank you!

    [Bartender]

    Hey, gents.

    Here you go.

    [Patron]

    Hey, can I just grab another rosé? Thanks.

    [Bartender]

    Here it is.

    [Patron]

    Awesome. Thank you!

    [3 new patrons approach the bar and order a round of shots]

    [Other patron]

    Three shots of tequila, please!

    Tequila!

    [Laughs, cheers]

    Thank you!

    [Bartender]

    Yep. See ya!

    [Original patron]

    Another rosé, thanks.

    [Bartender's inner voice]

    She's back again! So soon!

    [The patron is happy but her eyes look a little glazed. The bartender pours her drink and looks at a compliance sign that reads: 'It is illegal for us to supply liquor to you if you are: unduly intoxicated, disorderly, under 18'.]

    [Bartender]

    How about I get you a water to go with that, too?

    [The patron looks confused and bemused. She sips the glass of water once, puts it back on the bar and then walks away with the rosé.]

    [Questions appear on the screen: Did you see the signs? What are your responsibilities? What could you have done differently? The video rewinds quickly back through the scene just played. We see the same patron approaching the bar with her empty glass. She is showing signs of intoxication.]

    [The word 'observe' appears on-screen.]

    [Bartender's inner voice]

    She's back again already. I've served her a couple of drinks over the last hour and it’s starting to show.

    [The word 'engage' appears on-screen.]

    She is not making trouble, I guess, but she has definitely had a few.

    [Bartender]

    Hey, how's your night going?

    [Patron]

    Yeah, it's going good, I'm having the best night. Everyone here is so nice!

    [The patron's eyelids are heavy and she struggles to keep them open. Her speech is slurred and her coordination is a little off.]

    [Bartender]

    Are you here with friends?

    [Patron]

    No. They bailed on me ... but everyone here is just so nice! Anyway ... as long as I've got my wine, I don't care!

    [The word 'assess' appears on-screen.]

    [Bartender's inner voice]

    I don't want to ruin her night, and she looks like she's having a good time, but I really don't want to be responsible for what could happen next.

    [3 scenarios show what could happen due to intoxication. Scenario 1: The patron runs to the bathroom and vomits. Scenario 2: She is passed out on a chair in a dark corner of the club when a person sits beside her and sexually assaults her. Scenario 3: She stumbles out of the bar and into oncoming traffic when we hear a car horn, skidding tyres and crashing.]

    [Patron]

    No!

    [Bartender's inner voice]

    I know the boss wants the place to be fun and for me to keep the drinks flowing, but I've got a responsibility to look out for every person I serve. I can't control what happens to her, but I can at least try to keep her in control of her night.

    [The words 'Have a plan' appear on-screen.]

    [Bartender]

    Hey, listen, I want you to keep having a good time, but I don't think another wine is what you need right now.

    [Patron]

    Really? But I'm having such a good night.

    [Bartender]

    I'd hate to see you overdo it. How about you stay at the bar and finish this water? Then we can go from there. Trust me. This way, we'll both feel better in the morning.

    [The words 'provide a solution' and 'Think before you serve the drink' appear on-screen.]

Download the 'Think ahead' sign to display back-of-house.

Discussion starters

(Download the 'Think ahead' discussion starters handout.)

    • What signs of intoxication is the woman showing?
    • Do you think she is unduly intoxicated?
    • Do you have concerns with how fast she is consuming alcohol?
    • A conservative approach is in the interests of all people concerned. There is no need to wait until a patron is unduly intoxicated, or close to being, before slowing down their alcohol intake.
    • What is your method for slowing down a patron's consumption of alcohol?
    • What is your responsibility in this situation?
    • Would you have offered her water? How would you encourage her to drink it?
    • Would you have a conversation with her to assess the situation further?
    • Have you ever felt torn between what you think a patron's level of intoxication is and whether or not you should provide further service of alcohol? What did you do? Was it the right call at the time, or would you have done things differently in hindsight?
    • Are you more inclined to continue serving alcohol to a patron who is not currently causing any issues, but who may be displaying signs of intoxication?
    • What are your thoughts on the 3 possible scenarios you've just seen?
    • What else could happen if the patron is served more alcohol?
    • Have you or a colleague ever been in a similar situation?
    • How would you deal with this situation?
    • Are you clear about the approach you would take in this situation?
    • Who is responsible for the patron's safety in and around the premises?
    • What are you responsible for?

We all play a role

In this video, a group of patrons cannot be seen from the bar area, but the glassy observes them during his rounds. He notices the designated driver going to the bar to purchase drinks for his friends who are showing signs of intoxication.

The video highlights the importance of teamwork and communication among staff to ensure all areas of a licensed venue are monitored. How would you handle this scenario?

We look at why intoxicated patrons who are out of sight of the bar should be monitored by all venue staff, such as crowd controllers, glassies, floor staff and RSA marshals.

  • We see what the floor staff member sees as he walks into the kitchen and puts his bag down. We see a compliance sign that reads: 'It is illegal for us to supply liquor to you if you are: unduly intoxicated, disorderly, under 18'. We enter the bar where the floor staff member greets co-workers and proceeds to collect empty glasses from patrons. He hears glass breaking and comes across a group of patrons in a corner of the venue, out of sight of the bar. Two are highly intoxicated and 1 is sober. The sober patron is buying alcoholic drinks for his friends.

    [Floor staff]

    Hey, Abbey! I'll be downstairs.

    Hey, Tina, just going to do a lap.

    [Sober patron approaches the bar]

    [Sober patron]

    Just 2 of the same, thanks.

    [Floor staff member walks around the venue, collecting empty glasses from tables and patrons.]

    [Floor staff]

    Are you done with that one?

    Yeah, just pop them in there.

    Thanks, mate!

    [Distant shout, glass clanging]

    [Sober patron]

    Guys!

    [Girl laughs and stumbles, drunk man mumbles and has trouble standing. Both are clearly intoxicated.]

    [Floor staff]

    I'll grab those.

    [Sober patron]

    Thanks, mate.

    [Floor staff member walks tray of empty glasses to the back of the bar and sees the sober patron ordering more alcoholic drinks. The words, 'Did you see the signs?', 'What are your responsibilities?' and 'What could you have done differently?' appear on-screen.]

    [Sober patron]

    I'll just grab two more of those, thanks.

    [The scenario rewinds.]

    [Distant shout, girl laughs, drunk man mumbles]

    [The word 'Observe' appears on-screen]

    [Floor staff's inner voice]

    These guys look like they might have had a few. The bar staff can't see them. I wonder if anyone has an eye on them.

    [The word 'Engage' appears on-screen]

    [Floor staff's inner voice]

    The bar staff can't see them. I wonder if anyone has an eye on them?

    [Drunk male patron]

    I'm sorry!

    [Drunk female patron]

    Can I get a jug?

    [Sober patron picks up knocked over glasses and walks towards the floor staff member.]

    [Floor staff]

    Hey, mate, I'll take care of them (glasses).

    [Sober patron]

    Yeah, thanks.

    [Floor staff]

    They're having a big one!

    [Loud laughs from drunk male and female patron.]

    [Sober patron]

    I'm stuck driving tonight. Don't worry, they always get this way after a few drinks. They'll be alright.

    [The word 'Assess' appears on-screen.]

    [Floor staff's inner voice]

    Hmm... Looks like the designated driver is buying the drinks. I bet the bar staff don't know what's going on back here.

    [The words 'Have a plan' appear on-screen.]

    [Floor staff's inner voice]

    I really don't think those two need any more to drink right now. I should probably have a chat to the manager.

    [Drunk woman falls onto another patron, gasps and then laughs.]

    [Floor staff]

    Hey, Kylie, there's a group back there in the corner, it looks like they might have had a few. Their friend is buying the drinks. Can we let everyone know to keep an eye out? Don't want things getting messy.

    [Manager (Kylie)]

    Thanks, I'll sort it straight away.

    [Manager radios other staff]

    Hey, guys, we've got a bit of a problem at the back.

    [The words 'Provide a solution', then 'Think before you serve the drink' appear on-screen.]

Download the 'We all play a role':

Discussion starters

(Download the 'We all play a role' discussion starters handout.)

    • What did the glassy do well in this scenario? Would you have done anything differently?
    • In relation to RSA, did you observe anything that may be cause for concern?
    • Whose responsibility is it to monitor patrons throughout the venue?
    • With regards to RSA within your venue, do you know your role to play?
    • During staff briefings in your venue, are instructions to glassies/roaming staff different from those given to others?
    • What actions would you take at this point?
    • Would it have helped if the glassy had engaged directly with the patrons or made further observations subtly from nearby?
    • When serving, or observing a round of drinks being served, how do you assess the intoxication levels of all patrons receiving the drinks?
    • Are all staff at your venue empowered to make decisions regarding a patron's level of intoxication?
    • How do you communicate information regarding patron behaviour between staff at each bar, room or area within your venue?
    • Have you had a situation where you felt a patron should stop being served but you didn't know how to address the issue?
    • What issues could arise if no action was taken?
    • Would you have done anything different? Why?
    • This environment was quite well lit with a low density of patrons. How would you deal with the challenges of working in a much darker, noisier and busier venue, with many areas out of sight from the bar area?

Just one more

In this video an unduly intoxicated patron tries several tactics to get served more liquor. How would you deal with this situation?

  • [As the bartender walks through the back entrance of the venue, we see what he sees: he greets co-workers as he walks through the kitchen and puts down his bag. We see a compliance sign that reads: 'It is illegal for us to supply liquor to you if you are: unduly intoxicated, disorderly, under 18'. We enter the bar where customers are waiting to be served. Music plays and people are dancing and talking in the background. A few people are served drinks then our main character, a young female, approaches the bar.]

    [Bartender]

    Hey! Another drink?

    [Patron]

    (Slurring) Yeah, can I get a vodka...

    [Bartender]

    Lime and soda, I remember. Just gimme a second.

    [The bartender pours her drink and places it on the bar. She fumbles, giggling, as she picks it up. Her eyes look a little glazed.]

    [Patron]

    Oops!

    [Questions appear on the screen: Did you see the signs? What are your responsibilities? What could you have done differently? The video rewinds quickly back through the scene just played. We see the same patron, bumping people as she approaches the bar with her empty glass. She puts the glass on the bar.]

    [Patron]

    (To another patron) Oh, sorry.

    [The word 'Observe' pops up on the screen.]

    [Bartender's inner voice]

    Yeah... it's busy but I'm sure I served her before. Wasn't she with her friends last time? Her coordination is a little off. I'm gunna have to have a bit of a conversation with her to see if there's any other signs of intoxication.

    [The word 'Engage' pops up on the screen. The patron bumps into another person.]

    [Bartender]

    Oh! Is everything OK? Where have your friends gotten to?

    [Patron]

    (Slurring) Um... th... they're around somewhere.

    [She waves her hand around, accidentally clouting another girl in the face.]

    [Other patron]

    Oh my god, she just hit me.

    [The patron apologies then giggles.]

    [Patron]

    Umm, anyway, I'll be needing another one of those when you're ready, please.

    [She pushes her glass forward, looking unsteady on her feet. The patron takes a selfie. The word 'Assess' and 'Have a plan' pop up on the screen.]

    [Bartender's inner voice]

    Yeah ... she's slurring a bit. She's definitely having trouble with her balance. I'm going to have to refuse her this drink and help to get her home safely.

    [Bartender]

    It looks like you're struggling a bit, I don't feel comfortable serving you another vodka.

    [Patron]

    What?

    [Bartender]

    How about just the soda, on the house?

    [The bartender pushes a soda water across the bar. The patron looks surprised. The words 'Provide a solution' appear on the screen.]

    [Bartender's inner voice]

    She might give me excuses.

    [Patron]

    Why? I'm not even that drunk. And it's not for me... it's for a friend.

    [Bartender]

    Look, you're starting to show signs of intoxication. So for now it's just the water.

    [The patron looks upset.]

    [Bartender's inner voice]

    She might try to flirt.

    [The words 'Provide a solution' appear on the screen.]

    [Patron]

    Really? Uh,come on, one more drink isn't gunna hurt me and I promise not to tell...

    [She flicks her hair and leans forward on the bar.]

    [Bartender]

    Look, it's not me, it's the law. And I'd hate for you to get in trouble later. Why don't you take the soda and I'll speak to security and they can help sort out a cab so you get home safe. How's that sound?

    [The patron rolls her eyes.]

    [Bartender's inner voice]

    She might even try the sweet card.

    [The words 'Provide a solution' appear on the screen.]

    [Patron]

    But you make the best vodka and sodas with lime that I've ever had! I've actually been telling my friends about it all night.

    [Bartender]

    Yeah thanks, but it's not worth me losing my job. Now I don't want your night to end early so take the soda and I'll get someone to help you find your friends OK?

    [The bartender turns to the glassie at the sink.]

    [Bartender]

    Hey Hope, can you help us out here please? Thanks.

    [Hope nods and walks around to the front on the bar as the patron collects her soda with a pout. The screen goes to black and the final message appears on the screen: Observe, engage, assess, have a plan, provide a solution. Think before you serve the drink.]

Download the 'Just one more' signs and LCD images to display at your venue.

Discussion starters

(Download the 'Just one more' discussion starters handout.)

    • What signs of undue intoxication is the young lady displaying?
    • Would you have served her?
    • Would you have considered cutting her off before this point?
    • What are your responsibilities in this situation?
    • Who is liable to be penalised if an unduly intoxicated patron is served alcohol?
    • What else could result from serving liquor to an unduly intoxicated person?
    • In your venue, how does communication between floor and bar staff help identify unduly intoxicated patrons?
    • Would you have offered her a soda water at this point?
    • Why do you think the bar attendant gave her a soda and lime instead of water?
    • Was the refusal of service made clear?
    • What different ways would you refuse someone service in this sort of situation?
    • Was it made clear that she could remain on the premises until her transport was organised?
    • What are some other excuses you have heard and how have you dealt with them?
    • When ensuring the responsible service of alcohol and dealing with unduly intoxicated patrons, are your responsibilities different to the licensee's?
    • If you were the licensee or manager of this venue, is there any other direction you would give bar staff around refusing service to unduly intoxicated patrons?

Tricky situation

In this video, club member Jim is trying to get his unduly intoxicated mate served more alcohol. How would you handle this scenario?

  • [As the bartender walks through the back entrance of the venue, we see what he sees: he greets co-workers as he walks through the kitchen and puts down his bag.]

    [Bartender]

    Hey Tina, busy day?

    [We see a compliance sign that reads: 'It is illegal for us to supply liquor to you if you are: unduly intoxicated, disorderly, under 18'. We enter the club where customers are waiting to be served. Music in the background.]

    [Bartender]

    (Greets co-worker) Sally!

    [A few people are served at the bar.]

    [Patron 1]

    Three please... thank you. Cheers, thank you.

    [Patron 2]

    Thanks very much guys.

    [Patron 3]

    Fantastic.

    [Patron 4]

    Cheers mate.

    [Patron 5]

    Mate. Cheers buddy. Good on ya mate.

    [Jim, a club member, and his mate approach the bar. Jim's mate is a little unsteady on his feet. Jim leans on the bar, listening as his mate talks.]

    [Jim's friend]

    If they... if they had of been straight... we would have probably scored 2 more... more points all night.

    [Bartender]

    Hey! How you going Jim? What can I get you guys?

    [Jim]

    Another couple of beers thanks.

    [Jim's friend]

    Hey... all night. Like they would have totally scored... at least twice.

    [The bartender serves Jim and his mate 2 beers.]

    [Jim]

    Nah... I reckon that call... cheers. Yeah I reckon that call was absolutely ridiculous.

    [Jim's friend]

    And if they... if they had of been straight... we would have...

    [Jim and his mate go back to their seats. Jim's mate is looking decidedly intoxicated. The following questions pop up on screen: Did you see the signs? What are your responsibilities? What could you have done differently? Now the video rewinds back through the scene just played. We see Jim and his mate approach the bar again. Jim's mate loses his balance as he walks to the bar. The word 'Observe' appears on screen.]

    [Bartender's inner voice]

    Ahh... Jim's a member of the club, he seems OK, but his mate's showing signs of intoxication...he might have a medical condition or disability, I'm not sure.

    [The word 'Engage' pops up on screen.]

    [Bartender's inner voice]

    I'm gunna have to have a chat with them to find out more.

    [Jim and his mate arrive at the bar.]

    [Bartender]

    Hey! How's it going Jim? Looks like you two have had a pretty good arvo.

    [Jim]

    Yeah, celebrating a win.

    [Bartender]

    (Addressing Jim's mate) So, you and Jim must go back a way?

    [Jim's friend]

    (Slurring) Yeah, we're old team mates, it's been a while between drinks though (laughs).

    [Jim hands the bartender their empty bottles.]

    [Jim]

    How about you grab us another couple of beers. (To his friend) You know what I reckon we do after this? We should go out and get a pizza.

    [The word 'Assess' pops up on screen.]

    [Bartender's inner voice]

    Hmm... yeah, Jim's mate's eyes look glassy, he's a bit unsteady on his feet too. Jim looks fine, but I can't serve his mate any more alcohol. This is a bit tricky, I could speak to the manager, it would be better coming from him, but he's not around. Jim's a member of the club and I just don't want to embarrass him or his mate.

    [The words 'Have a plan' pop up on the screen.]

    [Bartender's inner voice]

    Yeah...I'm gunna have to have a quiet word with Jim.

    [Jim's friend]

    (Slurring) Yeah, that's a good idea.

    [Jim]

    Three points of contact mate.

    [Bartender]

    (Quietly) Hey Jim, I'm happy to grab you a beer but it looks like your mates had a few too many, I'm going to have to put him on waters for now.

    [Bartender's inner voice]

    He might pressure me.

    [The words 'Have a plan' pop up on screen.]

    [Jim]

    Trust me he's fine, so one more drink's not going to hurt anyone.

    [Bartender]

    Jim, you know management supports the responsible service of alcohol and we don't want the club getting a bad wrap. Let's stick to water this round.

    [Bartender's inner voice]

    He could take offence.

    [The words 'Provide a solution' pop up on screen.]

    [The scene rewinds to the point when the bartender has just told Jim he can't serve his mate alcohol.]

    [Jim's friend]

    (Firing up) What the hell are you talking about? Do you want me to come over there and get the beers myself!

    [Jim]

    (Holding his mate back) Do you know what I mean to this club?

    [Jim's friend]

    (Egging Jim on) What's going on here Jim? I thought you told me you were the man.

    [Jim leans over the bar menacingly.]

    [Jim]

    If you want to keep your job here I suggest you have a long hard think while you get us those beers.

    [Bartender]

    Look Jim, it's not me it's the law, and there's no need for that sort of behaviour. What I can do, I can get security to sort out a cab for you and your mate, or you can stick to water this round, OK?

    [Bartender's inner voice]

    Or he might even play the friend card.

    [Video rewinds back to the moment the bartender has told Jim he can't serve his mate alcohol.]

    [Jim]

    Come on, how long have you known me? I can vouch for him, he's completely fine.

    [Bartender]

    Look Jim, you know I'm only doing my job and there are a lot of consequences involved if I keep serving your mate. If you don't like my decision you can make a formal complaint and take it up with management, OK?

    [The bartender pushes a beer and a water across the bar. Jim and his mate give the bartender reproachful looks as they take their drinks and leave the bar.]

    [Jim]

    (To his mate) Come on, man.

    [The final message appears on the screen: Observe, engage, assess, have a plan, provide a solution. Think before you serve the drink.]

Download the 'Tricky situation' signs and LCD images to display at your venue.

Discussion starters

(Download the 'Tricky situation' discussion starters handout.)

    • Would you have refused service to any of these customers?
    • What signs of undue intoxication was Jim's mate showing?
    • When you serve a customer, how do you also assess the friends they are buying drinks for to ensure they aren't unduly intoxicated?
    • What signs of intoxication, if any, could also be confused with disability?
    • How would you have engaged with Jim to assess whether his friend did have a disability?
    • How would you tell Jim that his friend needed to be put on water in this situation?
    • Would you handle the situation differently if there was a larger group of friends with Jim at the bar?
    • Should the fact that Jim is a club member change the refusal of service situation?
    • Was the refusal of service for Jim's friend made clear?
    • What are the maximum fines you and the licensee could receive for serving an unduly intoxicated person?
    • Do you agree with giving Jim's friend the option to leave in a taxi?
    • What are some strategies for dealing with aggressive patrons?
    • If you don't feel confident dealing with an aggressive patron, what do you do?
    • What else could happen if an unduly intoxicated person was served liquor?
    • Overall, do you think the bar staff did a good job in identifying the signs of undue intoxication and dealing with the situation?
    • Would you have done anything differently?

You should be familiar with the procedures your venue has in place to deal with situations where you need to refuse service. Talk to your licensee or approved manager if you're not sure.

Test your knowledge again by taking the unduly intoxicated patrons and the responsible service of alcohol online refresher course and quiz.