[Leibniz]

If I were to make the decision, I would rule that the current burn cards should remain down, the incorrectly dealt turn and river cards should be placed back into the deck, the deck shuffled, and then a new turn and river card be dealt without burning any cards in between.

I would say this, based on my interpretation of Robert's Rules, Section 5:

"8. A dealing error for the fourth boardcard is rectified in a manner to least influence the identity of the boardcards that would have been used without the error. The dealer burns and deals what would have been the fifth card in the fourth card's place. After this round of betting, the dealer reshuffles the deck, including the card that was taken out of play, but not including the burncards or discards. The dealer then cuts the deck and deals the final card without burning a card. If the fifth card is turned up prematurely, the deck is reshuffled and dealt in the same manner."

Since this is similar in scope to only a single card being burned and turned incorrectly, and the burn cards that are down would have been the correct burn cards anyway, I feel my solution would be the fairest decision.

As for being a floor person and not knowing what decision to make I should like to offer this critique. Although, as you say, during the years you have worked you have make good decisions most of the time; and barring that unusual circumstances do come up in card games, I believe that it is unacceptable that a floor person would make a decision as you did.

First, it should be yours and every other floor person's (and dealer's for that matter) responsibility to know Robert's Rules for Poker by heart. I don't feel the amount of information contained within it is too much for anyone to learn, especially if that is their primary duty. I've had jobs in which I am expected to know, within an instant, information that makes the amount contained in RR look trivial. At the very least, I don't understand why a writen copy isn't kept at every poker kiosk as a reference. The one thing I've taken from college and the "real" world is that, if you are unsure of the answer to a question, go and find out what the correct one is (from a book or another person) before answering.

Second, I believe your emotional engagement in the situation led to you making a bad decision. Now, I say this as a person who has 12 years of customer service experience, in everything from retail to collections, so I understand completely the feelings and emotions that a person goes through during a heated or difficult exchange, especially with someone who is drunk. But, as a manager, it is your duty, and should have been one of your qualifications, to always handle decisions like these with a calm and collected demeanor. Not only does that help you make a good decision, but it also represents the company you work for well and sets a good example for others. To say you made a bad decision based on the fact a yelling customer was putting pressure on you would lead me to ask the question, "Is this the job for you?" Now, I'm not making a judgement about that one way or another. Only you can decide that for yourself. But if part of your job consists of dealing with difficult people, and that makes you uncomfortable enough to have lapses in judgement, then I would seriously re-evaluate my career choice, if it were me, or learn how to better deal with my emotional reaction in such circumstances.

I hope you take what I have said with an open mind, even if it is at first a bitter pill to swallow. I have tried to be thoughtful in my reply and spent a significant amount of time writing it. Best of luck to you in the future.