Risk Management Basics – Critical Behaviors and Training Daecher Consulting Group Inc. Camp Hill,...
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Transcript of Risk Management Basics – Critical Behaviors and Training Daecher Consulting Group Inc. Camp Hill,...
Risk Management Basics – Critical Behaviors and Training
Daecher Consulting Group Inc.
Camp Hill, PA 17011
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)
Key Elements in Managing People
Communication (informal /
formal; written / verbal)
Involvement (Share concerns /
problems; share solutions /
results)
Managing Behavior, Expectations & Discipline
Keys to Effective Driver
Management
• Effective hiring
• Effective training
• Attitude management
Managing Behavior, Expectations & Discipline
Problem Recognition
• Annual review of driving history
(minimum)
• Accidents
• Motor vehicle violations
• CDL qualifications
• Incidents / complaints
Managing Behavior, Expectations & Discipline
Problem Management
• Policies
• Consistent application
• Direct, personal communication
• Medical assistance
• Counseling
• Discipline
Managing Behavior, Expectations & Discipline
Managing Attitude
• Hire the right attitude
• Prepare the person for the job
(training)
• Set expectation
• Discipline poor behavior
consistently
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
Managing Behavior, Expectations & Discipline
Managing Attitude
• Show pride to instill pride
• Fleet condition
• Driver performance
• Listen / involve in problem
solving
Managing Behavior, Expectations & Discipline
Daily Communication with
Drivers
• Simple “Hellos”
• Social conversation
• Friendly exchange of relevant
information
Training Program
Defensive Driving
• Space Management
• Adverse Weather Driving
• Urban Driving
• Nighttime Driving
• Visual Scanning
• Backing
• Downhill Driving
Training Program
Equipment
• Pre-trip inspection
• Seat / mirror adjustments
• Seatbelts
• Child seats
• Vehicle maneuvering and
handling
Training Programs
Planning & Problem Solving
• Route Selection
• Maps
• Breakdowns
• Accidents
• Scheduling Problems
Training Programs
Personal Preparedness
• Health
• Alertness
• Patience / Calmness
• Think Ahead
• Think Safety
Customer Service
Greetings and announcements
Boarding and deboarding
assistance
Baggage Handling
Assisting Special Needs Passengers
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