1. Risk Management Basics – Critical Behaviors and Training Daecher Consulting Group Inc. Camp Hill, PA 17011

2. Managing People  BEHAVIOR is the key  Hire the right PERSON  Clearly defined expected behavior  Train (provide knowledge and know how to behave the way you want)  Manage consistently (no “favorites”; clear communication)

3. Key Elements in Managing People  Communication (informal / formal; written / verbal)  Involvement (Share concerns / problems; share solutions / results)

4. Managing Behavior, Expectations & Discipline  Keys to Effective Driver Management Effective hiring Effective training Attitude management

5. Managing Behavior, Expectations & Discipline  Problem Recognition Annual review of driving history (minimum) Accidents Motor vehicle violations CDL qualifications Incidents / complaints

6. Managing Behavior, Expectations & Discipline  Problem Management Policies Consistent application Direct, personal communication Medical assistance Counseling Discipline

7. Managing Behavior, Expectations & Discipline  Managing Attitude Hire the right attitude Prepare the person for the job (training) Set expectation Discipline poor behavior consistently

8. Managing Behavior, Expectations & Discipline  Managing Attitude Applaud / reward good behavior regularly Personal “Nice Job” or “Thank You” Share positive customer / public comments Frequent safety meetings Annual performance review Know names, birthdays - get personal

9. Managing Behavior, Expectations & Discipline  Managing Attitude Show pride to instill pride Fleet condition Driver performance Listen / involve in problem solving

10. Managing Behavior, Expectations & Discipline  Daily Communication with Drivers Simple “Hellos” Social conversation Friendly exchange of relevant information

11. Training Program  Defensive Driving Space Management Adverse Weather Driving Urban Driving Nighttime Driving Visual Scanning Backing Downhill Driving

12. Training Program  Equipment Pre-trip inspection Seat / mirror adjustments Seatbelts Child seats Vehicle maneuvering and handling

13. Training Programs  Planning & Problem Solving Route Selection Maps Breakdowns Accidents Scheduling Problems

14. Training Programs  Personal Preparedness Health Alertness Patience / Calmness Think Ahead Think Safety

15. Customer Service  Greetings and announcements  Boarding and deboarding assistance  Baggage Handling  Assisting Special Needs Passengers

16. Passenger and Personnel Security  Managing Aggressive Behavior  Identifying suspicious persons and packages  Vehicle security inspections  Personal security while on the road  Responding to threats and terrorist incidents