Section 3: Introduction
Preventing and managing intoxication and refusing service to intoxicated and aggressive customers
is the most challenging part of the job for an RSA worker. You will rely on the knowledge and
practical skills you learn in this course on a day-to-day basis, especially when managing intoxicated
or troublesome customers in real life situations.
Here are three key points to always bear in mind. Preventing intoxication is much better than having
to deal with it – trust me! It’s all about harm minimization, creating a safe, fun experience that
people want to repeat, and care for your customers, colleagues, and the community.
Remember, RSA applies to a range of business types, not just bars and hotels. As someone practicing
the responsible service of alcohol, you play a major part in reducing the harms and disturbances that
can result from intoxication. Your actions help to promote a safe workplace for colleagues, an
enjoyable environment for customers, and safer neighbourhoods. Happy and well-serviced
customers are more likely to return, are good for business, and in turn, are good for you and your
colleagues.
Responsible Service of Alcohol Video Transcript
