The calmest, most effective stance when managing a tense situation with an intoxicated patron is to:

The calmest, most effective stance when managing a tense situation with an intoxicated patron is to stay composed, speak in a calm and respectful tone, avoid actions that escalate the situation, and rely on established procedures and teamwork (involving other staff or security as needed). A composed manager helps de-escalate tension and models the behavior staff should follow. Reacting with hostility or threats tends to inflame the situation and increase the risk of harm. Calm, procedure-based management is the safest and most professional way to handle these challenges.