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

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


Problem Recognition

• Annual review of driving history

(minimum)

• Accidents

• Motor vehicle violations

• CDL qualifications

• Incidents / complaints


Problem Management

• Policies

• Consistent application

• Direct, personal communication

• Medical assistance

• Counseling

• Discipline


Managing Attitude

• Hire the right attitude

• Prepare the person for the job

(training)

• Set expectation

• Discipline poor behavior

consistently


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 Attitude

• Show pride to instill pride

• Fleet condition

• Driver performance

• Listen / involve in problem

solving


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

Documents

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