Proof of Vaccination: New Scripts and Scenarios on How To Deal with Challenging Situations

Two guests are visiting a winery tasting room and want to know whether all staff members are vaccinated.

Hostess: Hello! Welcome to XYZ Winery. Do you have a reservation today?

Guest: Yes, but before we enter, we want to make sure all your employees are vaccinated. We’re very concerned about our safety, and we want to make sure all of your staff is complying with the vaccine mandate.

Hostess: I understand your concern. Your safety is a priority for us too. I can’t share personal medical information of our employees but I can assure you that we are observing all mandated COVID-19 protocols to keep our guests and staff safe.

Guest: I don’t get it. We are required to prove that we’ve been vaccinated to enter here, but you are not held to the same standard? That’s not right!

Try It Out: What Would You Say Next?

The winery hostess wants to help the guests understand that employee personal medical information privacy must be protected. She also wants to explain that this is separate from the public health order that requires patrons to show proof of vaccine status when visiting a winery tasting room.

She doesn’t want to make them angry or upset. What would you advise the hostess to say next?

Option 1: “I can understand your frustration. Personal medical information is protected under employee privacy laws, just like yours is with your employer, so we can’t disclose that information to anyone. I can assure you that we are all strictly enforcing every safety protocol here at the winery”.

• The Hostess empathized with the guests feeling frustrated and tried to create a relatable example by mentioning that the guests’ medical information is also protected. The hostess let the guests know that the employer does require staff to be vaccinated but that there may be exemptions. She reinforced the diligent effort made to protect the safety of both guests and staff.

Option 2: “I can see how that may seem unfair to you. We respect your views. I hope you can appreciate that we must follow the law to protect personal medical information. We are following public heath orders and taking every safety precaution here at XYZ Winery, and we thank you for doing the same by providing your proof of vaccination”.

• The Hostess is polite and respectful, showing empathy for the guests’ frustration. The Hostess does not mention that the winery has a staff vaccine policy, which may reassure the guests. She politely offers the opportunity to move past the issue by inviting the guests to present their proof of vaccination. This is a bit of a gamble because the issue may not yet be satisfactorily resolved for the guests. If this is this case, the Hostess may consider offering the opportunity for the guests to speak to a manager.

A group of five friends, arrive at the entrance to their favourite bar. Not all of them have been vaccinated.

Host: Hi there! Thanks for waiting. If you can show me your proof of vaccination, we will get you all seated right away!

Guest 1: Here’s mine, I just got the app.

Host: [scans the QR code and verified vaccine status] Awesome! Thanks!

Guest 2: I don’t have the BC app but I have the Government of Canada QR code with me. Will that be okay?

Hostt: Absolutely. I’ll also need a second piece of photo ID with that. And you’ll be good to go.

Guest 2: Ok, here’s my driver’s license.

Host: Perfect, thanks.

Guest 3: I’m exempt because I don’t need to be vaccinated, I don’t trust that stuff!

Guest 4: [Laughing] Yeah! Me neither, I don’t want to be radioactive!

Guest 5: Yeah, I’m not vaccinated either. [all five start advancing toward the host and the door, showing no intention of stopping]

Host: I’m sorry, but the Provincial Health Officer order requires us to verify proof of vaccination of all guests in order to enter our bar.

Guest 1: But two of us are vaccinated. Isn’t that enough?

Host: I’m really sorry, but it’s not enough. We have to follow the law to protect the safety of our guests and our staff.

Guests 3, 4, 5: [start complaining loudly, using foul language and raising their voices and crowding closer to the Host]

Guest 4: Oh c’mon! Just let us in! What’ll they do? Fire you?! [the other friends laugh]

Guest 5: [turns to other people who have just arrived behind them] Can you believe this?

Try It Out: What Would You Say Next?

The bar host needs to keep the situation under control while complying with the legal requirements for his bar to verify proof of vaccine. He wants to maintain his own safety and that of other guests while dealing with these guests in a professional but firm way.

What would you advise the host to say next?

Option 1:“Let’s take it easy, guys. I know you’ve been waiting to get in but we have to follow the rules.  We’re not allowed to let people in unless we verify they’ve been vaccinated to protect the safety of all our guests and staff. It’s not up to me. I can call my manager if you would like” .

• The host is trying to bring the energy down by expressing empathy at the fact that they’ve been waiting. He explained that it’s not his personal decision but that the bar is required by law to verify vaccination for every guest.

Option 2: [With a calm and friendly voice] “I’m going to ask you to please step aside with me so we can talk about this over here”. [HOST calls a colleague or manager to take his place at the door while he moves the group away from the entrance so other guests can enter undisturbed. He may invite the manager to come talk with the guests and return to his place at the door.] “We have to follow the PHO order that requires all guests to provide proof of vaccination. It’s the law. I know it might be frustrating to you but there’s no way around it. It’s for the safety of all guests and our staff too”.

• The host maintained his composure and politely but firmly re-located the guests to avoid them further disturbing the other guests in line. If he was feeling unsafe, he would call for his manager or a member of the security team to step in for support. He then explained clearly, politely and decisively that the bar must follow the law and verify vaccinations for every guest. He expressed empathy for the guests feeling frustrated.

Option 3: [With a calm and friendly voice] “Hey, guys, let’s take it easy. I’m sorry that you’re frustrated after waiting to get in. We have to follow the rules  for the safety of our guests and our staff, so we can’t serve you without proof of vaccination. Are you interested in some take-out tonight instead?”

• The host is calm and respectful, showing empathy for the guests’ frustration. He explained that the bar has to follow the PHO order  and tries to deflect the focus of the conversation and their aggression to an alternative like take-out. He tried to de-escalate the aggressive behaviour. He didn’t move them away from the other guests at the door which would have been a good idea.

A conference attendee presents proof of vaccine documentation that appears to be fraudulent.

Host: Good morning, welcome! May I please see your proof of vaccination? If you have the app I can scan it for you.

Attendee: [presents her phone with a QR code on the screen] Here you go.

Host: [scans the QR code and it comes up as “invalid QR code”] I’m sorry it’s showing that’s an invalid QR code. But don’t worry, if you have your vaccine card and a piece of photo ID, that will do it!

Attendee: Well, that’s irritating! It’s not my fault if your machine isn’t working. I’m going to miss the opening speaker if we don’t hurry up here. I’m fully vaccinated so I should be good to go.

Host Actually, since we’re a conference, we are required by law to verify each participant’s proof of vaccination for the safety of all attendees and our staff. Don’t worry about the app. If you have your vaccine card and a piece of ID, that will be fine too and we’ll get you inside in time for the inspiring opening keynote. I’ve heard she’s an amazing speaker.

Attendee: Okaaaaaaay. Here. Let’s make it quick please.

[presents a card and her driver’s licence. The card is on regular printer paper (instead of the heavier business card type of paper) and seems to have a different colour that the other cards she has seen that day]

Try It Out: What Would You Say Next?

The Conference Host and her colleagues need to keep the line moving to get all the attendees’ verified and into the conference that’s about to start. She must comply with the legal requirements to verify proof of vaccination for a conference with over 50 attendees while at the same time maintaining a cordial and professional presence.

What would you advise the host to say next?

Option 1: “Would you please step over here with me?” [to the side] I’m sorry but I can’t accept this card. It’s not an official COVID-19 Immunization Card. For the safety of the attendees and our staff we must respect the public health order that requires us to verify official proof of vaccination. I am very sorry but unfortunately, I am not able to allow you to enter the venue.

• The host is discreet in asking the attendee to step aside. She explained the rationale for the requirement to verify proof of vaccination and politely explained that because the card is not official, the attendee can’t access the conference she has paid to attend. The guest was already showing signs of impatience so this may escalate her irritation and require a manager to step in. The host may or may not be qualified to determine whether the card is a fake.

Option 2: “I’m sorry but I haven’t seen a card like this before, I’m going to ask my manager to verify this for you. Please give me just a moment.”

• The host is polite and is not antagonizing or accusing the guest. She is escalating this to a manager who can deal with this attendee who is already irritated.

Option 3:“This doesn’t look right. Where did you get this? I’m going to have to call my manager to check this out. COVID-19 is not a joke, you know and you really don’t want to get a violation ticket“.

• The Host is confrontational and accusing the attendee in front of other attendees. This could trigger an emotional reaction by the attendee and cause an unpleasant scene. Also, a judgemental comment is unhelpful and inappropriate. Threatening the prospect of a violation ticket only makes matters worse. This is not a good choice.