subject: 5 Tips To Handle A Drunk In The Workplace [print this page] Earlier this week I gave a presentation on "How to Manage Angry People" and several of the attendees had questions about how to handle intoxicated people in the workplace. The audience members I was speaking to manage luxury transportation (limos, motor coaches, etc.), so dealing with drunken clients is a part of their job. While this doesn't affect every workplace, hotels, bars, transportation, fast food restaurants, government agencies and many other businesses are prone to this kind of disruption and annoyance. And hey, everyone has a holiday party, right?
The first thing that many people do is attempt to reason with a drunk. The inebriated person does not have the capacity to make smart decisions or analyze information. Instead of reasoning follow these suggestions:
1. Drunks respond better to someone who approaches them in a friendly manner rather than an authoritative manner. You should approach a drunk in a non aggressive stance with open, empty hands. Even a friendly, cajoling police officer will be more effective and have an easier time than the officer who exerts force and appears pushy.
2. Whenever possible, involve the drunk's sober friend or colleague. Sober friends can help to calm the drunk down and get them to comply with your wishes faster than you will ever be able to. They'll respond more to their friend rather than a manager, security guard or an employee that they do not know.
3. Drunks do not like to be told what to do. Offer them choices such as "Walk over here with me," "Can I call you a cab" or "Is there someone I can call for you?" Statements such as "I would much rather help you out then call the police and have you thrown in detox" are extremely helpful.
4. A drunk can sense your fear so be confidant yet non-threatening with them and show genuine concern for their well being.
5. Ask them questions about themselves. You want to engage them in a positive manner which will keep them occupied and distracted. When you can, direct the inebriated person away from the situation or the place where the commotion started. This does two things keeps the others at a distance and allows the inebriated person to save face.
In a worst case scenario when police must be called it is your job to create a safe environment for your employees/other customers and keep the drunk as calm as possible until police arrive. Those 4 10 minutes or more can seem like forever in your mind, but if you can engage with them in a friendly manner you will keep them from becoming agitated and violent.
