Impaired Consumer Service Refusal

The “Impaired Consumer Service Refusal” course is designed for professionals across the cannabis industry, from medical dispensary workers to cannabis hospitality staff. This comprehensive training provides essential skills and knowledge to manage and refuse service to impaired customers, ensuring compliance with cannabis regulations and safeguarding community welfare. Through a thoughtful and supportive approach, learners will explore a range of techniques for identifying intoxication, managing difficult situations, and preventing impaired driving, ultimately protecting customers, coworkers, and the business itself.

Starting with an overview of social and legal responsibilities, this course emphasizes the importance of refusing service to those under the influence, along with techniques to handle potentially aggressive or resistant customers. Practical strategies are outlined, such as maintaining professionalism, using empathetic language, and utilizing body language cues to establish authority without confrontation. Through examples and realistic scenarios, participants will learn to navigate sensitive interactions effectively, ensuring patrons understand that refusal of service is for their safety and well-being.

An integral part of this training involves recognizing and mitigating risks associated with impaired customers. Cannabis industry professionals will gain insights into controlling emotions, managing challenging conversations, and employing support from coworkers or the customer’s companions when refusing service. By adhering to responsible practices, workers not only reinforce safety but also contribute to a positive reputation for their establishment, fostering community trust.

Refusing service isn’t just about saying “no.” It involves skillfully balancing assertiveness with compassion. This training covers critical aspects of de-escalation and includes scripting for refusing service, highlighting the power of “I” statements that avoid judgment, such as, “I’m sorry, but it’s against the law for me to serve you any more cannabis.” With techniques for diffusing tension, calming customer complaints, and preventing impaired driving, learners will be well-prepared to protect themselves, their customers, and the community.

Finally, the course outlines the importance of thorough documentation. By keeping an accurate record of incidents involving impaired patrons, participants can establish a documented commitment to responsible service, which can serve as a safeguard in case of regulatory scrutiny.

In the end, the skills gained from this course will empower workers to provide a safe, controlled environment where cannabis is consumed responsibly, enhancing customer experience while upholding public safety. Whether you’re a frontline dispensary worker or a hospitality team member, these insights are key to making informed, responsible decisions every day.