Accommodation & Hospitality Services STAFF BRIEFING – No 8 Personal Safety

Accommodation & Hospitality Services Any employee who is physically assaulted, threatened or verbally abused in the course of their work should report this to their manager and via the University’s incident/accident form. If you believe that you are in a serious situation or in imminent danger then you should move immediately to a place of safety and inform your line manager/colleague. Do not wait for the situation to deteriorate before taking action.

Accommodation & Hospitality Services OPENING OF WORK PLACE Be alert. If you see a broken window, signs of forced entry, or insecure door - assume that someone is on the premises. Go to a safe place and telephone security immediately. Inform your line manager if necessary Do not go enter the workplace until the police arrive EMERGENCIES ONLY: 666 (internal) (external) NON-EMERGENCIES: 5349 (internal) (external)

Accommodation & Hospitality Services CLOSING OF WORK PLACE Check the premises are secure before you leave. Look outside to check that no one is hanging around. If you see someone prowling or lurking outside, do not go out alone to check, stay inside and telephone security. If you are usually collected by car, wait until it arrives before going out. Similarly, if you are travelling by public transport, do not leave the workplace so early that you have to wait a long time for the bus or train. Try to support any colleague who has to close up a building, for example after a late meeting, by staying with them until you can leave together.

Accommodation & Hospitality Services Lone Working Lone workers are those who work by themselves without close or direct supervision. For example: People working alone in premises who work from home, working separately from others, working outside normal hours, Service workers, eg rent collectors, postal staff, social workers, home helps, doctors, district nurses, pest control workers, drivers, engineers, architects, estate agents, sales representatives and similar professionals visiting domestic and commercial premises Working alone is not in itself against the law, and it will often be safe to do so. However, the law requires employers and others to think about and deal with any health and safety risks before people should be allowed to work alone. Employees have responsibilities to take reasonable care of themselves and other people affected by their work activities and to co-operate with their employers in meeting their legal obligations.

Accommodation & Hospitality Services Using good Customer Service to avoid conflict When dealing with a customer, remember, what may appear to be a trivial matter to you, may be perceived by them as a real crisis – try to respect their feelings and show concern. Try not to keep people waiting Be honest and explain what action is being taken If appropriate excuse yourself and get a manager Be polite but firm Do not criticise the customer or another member of staff Avoid unfriendly gestures Remain alert and keep an escape route handy Try to stay calm and avoid becoming frightened or nervous Maintain the conversation to keep the customer engaged

Accommodation & Hospitality Services DEALING WITH VIOLENT AND AGGRESSIVE CUSTOMERS DO Remain calm Give your full attention Ask what is wrong Listen Acknowledge their anger Agree if appropriate Be honest Do what you say you will do Seek assistance DON’T Take it personally Patronise, ridicule or belittle Tell them to ‘calm down’ Leave them alone for long periods Allow a ‘public scene’

Accommodation & Hospitality Services Do you know if this person has a history of violence? Is the person being verbally abusive or suspiciously quiet? Has the person threatened violence to you or a colleague? Does the person appear to have a mental health problem? Does the person appear to be under the influence of drink or drugs? Is the body language hostile or aggressive? Are there sufficient members of staff nearby available to help you if the situation becomes difficult? Are you remote from any access to the panic alarm system or other support? Do you feel uncomfortable with the situation? If you answered yes to most of the above then do something about it by either moving to a safe place or calling for assistance. Do not put up with the situation or let it develop. ASSESS THE RISK

Accommodation & Hospitality Services Questions Do you have any questions? Joe starts to experience regular verbal racial abuse from a fellow worker. What action should he take? A Ignore it. B Report it to his supervisor. C Retaliate against it. D Request an internal transfer. Is it right to use self defence? When should I call my manager, if at all? At what point should I call security?

Accommodation & Hospitality Services NOTES/QUESTIONS

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