How Dealers Should Handle Abusive Poker Players

As a poker dealer you play several roles at the table. The most obvious is that you hand the cards, in the correct order to the players participating in the game. You clarify the rules as need be and manage the pot. However, as you have learned, you are also security and customer relations. Both positions allow you to be subject to unpredictable behaviors, and at times belligerent poker players. What can sometimes seem like a nice friendly game can turn nasty when someone tilts, and as the casino representative, you become the target. What do you do?

Stay Calm - Identify the Problem

Responding in kind would only serve to encourage the behavior, and make the situation far worse. So, that is not the best choice. Let’s evaluate your options. First things first, identify what put this poker player in foul mood. Sometimes what upsets him can be pushed through just by listening. Assuming that is not the case, make sure you are listening carefully as the player tells you what is creating his bad mood. As the representative you may be able to determine and disperse the problem before it becomes something major. As he speaks, pay close attention both to your job and the difficult poker player. Ask questions as he speaks, and once you are certain that you know what is upsetting him, reiterate it to him to assure him you understand. This tells him you are interested in resolving his problem, which may end the belligerent behaviors toward you.

Show Empathy

The next crucial step, empathize. Explain to him that you can understand why that point would be so aggravating or that you can see his point. This will often dissolve the confrontational attitude, or at the very least the tension in the situation. Once that is done action, if need be, can be taken with confidence. From here you take the next step, action. You act on the situation in the manner necessary to resolve the problem. This might be something simple like ordering a drink for the player, or something as detailed as filing a formal complaint. Make sure you go through the chain of command correctly, if it comes to that. Anything less could create additional problems.

The final aspect would be to follow up after the resolution; to be sure it was resolved to the player’s expectations. Often in your position this is going to be done by one of the casino managers, however you are still the initial representative, and it bodes well to do the same at the table.

Last Resort - Call Security

Now let’s assume the poker player stays belligerent and confrontational throughout your best attempts to resolve the problem. It can be very difficult to keep your cool when someone persists against your best attempts. You may find yourself wanting to respond in kind. From here you will have to remember that you are the messenger, and thereby the one to yield the greatest focus. As he persists, you will need to ask him to leave the table. Do so in the most professional demeanor you can present. While you are speaking to him, remember there is no one worth losing your job over, not even the aggressive and offensive poker player before you. If he becomes threatening, physically, get security, he is no longer your problem. Security will address it that is why they were hired.

The principles discussed herein are applicable to all forms of customer relations, and often govern how companies train their new hires. You are a vital part of the casino and poker room. You need to be certain your behaviors reflect that and these steps will help you do so, even with that difficult poker player.