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Question:

How does a dealer not know how to call the floor?

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Lots of dealers try to solve these problems themselves. They don't like to admit they screwed up or don't want to bother the floor or they think they can handle it themselves.

Another question: Its ok if I call the floor when I see an argument breaking out even if I'm not in the hand, right?

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Yes. Ideally you should be able to get the dealer to do it, but some dealers don't speak English so a player has to call for the floor. In this case it was an inexperienced dealer that doesn't know how to yell "floor."