follow health safety and security procedures

LG-THHCOR0021B FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES

Version 2 LRDU – FEB. 06

LEARNER GUIDE FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES

Published by

HEART TRUST/NATIONAL TRAINING AGENCY

Produced by

Learning Management Services Department Gordon Town Road

Kingston 7 Jamaica W.I.

This material is protected by copyright. Copying this material or any part of it by any means, including digital or in any form is prohibited unless prior written permission is obtained from

the HEART Trust/NTA.

*** 2006 ***


Version 2 LRDU – FEB. 06

TABLE OF CONTENTS PAGE Introduction................................................................................................................................... 1

Welcome ..................................................................................................................................... 1 This Competency Unit ................................................................................................................ 1 Before You Start ......................................................................................................................... 2 Planning Your Learning Programme.......................................................................................... 2 Self-Assessment Checklist.......................................................................................................... 3 How To Use This Learner Guide................................................................................................ 5 Using The Computer And Other Resources ............................................................................... 6 Method Of Assessment ............................................................................................................... 6 Quality Assurance....................................................................................................................... 7

Element 1: Follow Workplace Procedurs on Health, Safety and Security ..................... 8

Self Assessment Checklist ........................................................................................................ 15 Element 2: Deal With Emergency Situations................................................................... 16

Self Assessment Checklist ........................................................................................................ 28 Element 3: Maintain Safe Personal Presentation Standards ......................................... 29

Self Assessment Checklist ........................................................................................................ 39 Element 4: Provide Feedback on Health, Safety and Security........................................ 40

Self Assessment Checklist ........................................................................................................ 43


Version 2 LRDU – FEB 06 1

INTRODUCTION Welcome Welcome to the Learner Guide for Unit of Competency “Follow Health, Safety and Security Procedures”. This is just one of a number of Learner Guides produced for the Restaurant Server stream of the Hospitality Industry, and it is designed to guide you, the learner, through a series of learning processes and activities that will enable you to achieve the specified learning outcomes for the competency unit. The content of this guide was developed from the Competency Standard LG-THHCOR0021B, which is one of the basic building blocks for the National Vocational Qualification of Jamaica (NVQ-J) certification within the industry. Please refer to your Learner’s Handbook for a thorough explanation of standards and competencies, and how these relate to the NVQ-J certification. You are also advised to consult the Competency Standard and assessment instrument for a better understanding of what is required to master the competency. This Competency Unit “Follow Health, Safety and Security Procedures” addresses the knowledge and skills requirements to effectively follow health, safety, security procedures. There are four main areas or elements: Element 1: Follow workplace procedures on health, safety and security Element 2: Deal with emergency situations Element 3: Maintain safe personal presentation standards Element 4: Provide feedback on health, safety and security As you go through each element, you will find critical information relating to each one. You are advised to study them carefully so that you will be able to develop the necessary knowledge, skills and attitudes for following health, safety and security procedures.

LG-THHCOR0021B: FOLLOW HEALTH, SAFETY AND

SECURITY PROCEDURES



Before you start Before you start this Learner Guide, you need to: a. Obtain a Learner’s Logbook. You will use it to record evidence of your new

skills/competence. As you demonstrate your new skills, record your activities and have your learning facilitator sign off on them. This will allow you to provide evidence of your competence when you are being assessed against the competency standard.

b. Ensure that you have access to the facilities and equipment necessary for learning. c. Ensure that your learning resources are available. d. Ensure that you are wearing suitable clothing, that tools and equipment are safe, and that the

correct safety equipment is used. e. Plan your learning programme (see below) f. Understand how to use this Learner Guide (see below) Planning your learning programme The self-assessment checklist on the following pages will assist you in planning your training programme and it will help you to think about the knowledge and skills needed to demonstrate competency in this unit. As you go through each one you will be able to find out which aspects of the elements you have already mastered and which ones you already have and which you will need to pay more attention to as you go through the learning process. To complete the self-assessment checklist, simply read the statements and tick the ‘Yes’ or ‘No’ box. You should do this exercise now.



Self-Assessment Checklist

Follow Health, Safety and Security Procedures

Element 1 Follow workplace procedures on health, safety and Security Yes No 1. I can follow healthy, safety and security procedures correctly in accordance with enterprise policy and relevant regulations and insurance requirements ( ) ( ) 2. I can identify and promptly report breaches of health, safety and security procedures ( ) ( ) 3. I can report any suspicious behaviour, packages or occurances promptly to the designated person ( ) ( ) Element 2 Deal with emergency situations Yes No 1. I can recognise emergency and potential emergency situations promptly and determine and take required action within scope of individual responsibility ( ) ( ) 2. I can follow emergency procedures correctly in accordance with enterprise procedures ( ) ( ) 3. I can perform basic first aid following recommended procedures ( ) ( ) 4. I can seek assistance promptly from colleagues and/or other authorities where appropriate ( ) ( ) 5. I can report details of emergency situations accurately in accordance with enterprise policy ( ) ( )



Element 3 Maintain safe personal presentation standards Yes No 1. I can ensure that personal presentation takes account of the workplace environment and health and safety issues ( ) ( ) Element 4 Provide feedback on health, safety and security Yes No 1. I can identify issues requiring attention promptly ( ) ( ) 2. I can raise issues with the designated person in accordance with enterprise and legislative requirements ( ) ( ) How did you do? If you ticked all or most of the ‘Yes’ boxes, then you might not need to go through the entire guide. Ask your learning facilitator to assist you in determining the most appropriate action you should take. If you ticked a few of the ‘Yes’ boxes or none at all then you should work through all of the guide, even though some of the material may be familiar to you. Plan your learning based on your answers. Be sure to involve your learning facilitator in the planning process.



How to use this Learner Guide This Learner Guide is designed to assist you to work and learn at your own pace. We suggest that you: • Go through the sections/elements as they are presented (starting at Section 1) • Check your progress at each checkpoint to ensure that you have understood the material • Observe the icons and special graphics used throughout this guide to remind you of what you

have to do and to enhance your learning. The icons and their meanings are as follows: Complete Assessment Exercise This exercise requires you to think about the knowledge and skills that you have or will develop in this competency unit.

Definition Box Words/phrases are defined or explained in this box. The words/phrases being explained are in bold print.

Checkpoint This denotes a brain teaser and is used to check your understanding of the materials presented. No answers are

provided for the questions asked.

Activity This denotes something for you to do either alone or with

the assistance of your trainer/supervisor.

Reference Points you to the reference materials and other support documents or resources used in compiling the unit content.



• Ask your learning facilitator for help if you have any problems with the interpretation of the

contents, the procedures, or the availability of resources. • Complete each activity as you come to it. If the activity requires you perform an actual task,

be sure to tell your learning facilitator when you get to that activity so that he/she can make any arrangements, if necessary.

• Get your learning facilitator to sign and date the Learner Logbook when you have completed

an activity. • Complete the self-assessment checklist at the end of each section or element. When you have worked through all elements of the guide, and when you can tick every ‘Yes’ box, you are ready for assessment and should ask your learning facilitator to assist you in making the arrangements to have your performance assessed. Using the Computer and Other Resources Where your activities refer you to the library, computer and Internet resources, ask your learning facilitator to assist you in locating these resources. If you are getting your training in an institution, there may be a library and a computer laboratory. If this is not the case, visit the local library and find out what resources are available. If you are new to the computer and the Internet, someone in the computer room should be able to show you how to use these resources. Please note that in many of your activities you have been referred to information on the Internet. This is because the Internet has a vast amount of information that can help you in acquiring the particular competencies. We would like to advise you, however, that we cannot guarantee that all the sites will be available when you need them. If site is unavailable, ask your learning facilitator to assist you in locating other sites that have the information you require. Method of Assessment Competency will be assessed while you are actually performing the tasks related to this competency. This may be in a real workplace or a simulated situation that accurately relates to the work situation. You are advised to consult the associated competency standard for further details relating to the assessment strategies.



Quality Assurance A feedback form is included at the back of each learner guide, so all users are afforded the opportunity to document their concerns pertinent to the various aspects of the guide. Such concerns will assist in the review process of the learner guides. Users are encouraged to cut out the form, complete and submit same to the address provided. You may now start your learning. Have fun while you work!



ELEMENT 1: FOLLOW WORKPLACE PROCEDURS ON HEALTH, SAFETY AND SECURITY LEARNING OUTCOMES As you go through this element, you will acquire the necessary knowledge, skills and attitudes to follow workplace procedure on health, safety and security. Your learning facilitator is there to assist you with the various activities so that on completion you should be able to:

1. Follow health, safety and security procedures in accordance with enterprise policy and relevant regulations and insurance requirements

2. Identify and report breaches of health, safety and security 3. Report suspicious behaviour, packages or occurrences to the designated person in a

prompt manner FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES In undertaking a competency such as this, it is essential that you learn to differentiate between safety and health. Safety is concerned with injury-causing situations or hazards to humans that result from sudden severe conditions. Health has to do with disease-causing conditions, which are due to adverse reactions to prolonged exposure to dangerous, though less intense hazards. Security deals with the protection of individuals against risks such as thieves and dishonest people, terrorists and violent and aggressive people. As a worker in the hospitality/tourism industry you will be operating under the Occupation Health and Safety (OHS) Act. Employers and employees have a duty of care to all people in the workplace with regard to health, safety and welfare at work. The OHS Act is designed to ensure a healthy and safe workplace. The objectives of the OHS Act include the following:

• To promote the health, safety and welfare of people at work • To promote a safe working environment for people that protects them from injury and

illness • To protect persons in the workplace against risks to health or safety arising out of

activities of persons at work • To identify, assess and eliminate risks to heath and safety in the workplace • To develop and promote awareness of issues related to health and safety



You may be working according to approved industry codes. The approved industry code of practice for the tourism/hospitality industry provides practical guidance on how to achieve the standard of health, safety and security required by law. The code of practice in your country may be developed through consultation, involving industry, employee and employer representation, special interest groups and government representation. As far as is possible, you should ensure that health, safety and security procedures are correctly followed in accordance with enterprise policy and relevant regulations and insurance requirements. Health, safety and security, as they apply to the hospitality/tourism industry, refer to:

• Emergency, fire and accident • Hazard identification and control • Use of personal protective equipment • Safe sitting. lifting and handling • Security of documents, cash, equipment, people • Key control systems • Workplace environment and health and safety issues such as appropriate personal

grooming and hygiene, and appropriate clothing and footwear. Your workplace health, safety and security procedures are translated into action and behaviour by rules and regulations. These rules and regulations define behaviour that is acceptable and unacceptable from a health and safety perspective. To ensure that safety rules are followed, all employers and employees must participate in promoting safety. The OHS Act sets out guidelines for dealing with health and safety issues in the workplace. It is the responsibility of each employee to ensure that these procedures are adhered to. Lets look at a few of these health, safety and security issues as they relate to hazards. Hazards

Hazards may include one or a combination of:

• Mechanical hazards • Falling, impact, acceleration, and lifting

hazards • Heat and temperature hazards • Electrical hazards

• Fire hazards • Toxic substance and explosive hazards • Noise and vibration hazards

A hazard is a condition or combination of conditions that, if left uncorrected, might lead to an accident, illness or property damage.



You should follow health, safety and security procedures to identify and control hazards. Hazard analysis is the process of identifying hazards and recommending corrective action. Hazards can be identified in a number of ways, these include:

• Direct observation • Completion of a checklist • Safety audits • Injury and illness records • Incident/accident reporting and investigation • Workplace inspections • References to information and historical data • Feedback from others • Consultation with staff and external organizations • Monitoring work areas

There are two approaches used to analyze hazards; these are preliminary and detailed. Preliminary Analysis A preliminary analysis is done to identify potential hazards and prioritize them according to:

• The likelihood of an accident or injury being caused by the hazard • The severity of injury, illness, and/or property damage that could result if the hazard

caused an accident. Detailed Hazard Analysis This involves the application of analytical, inductive methods. This type of analysis in conducted in cases where the potential exists for serious injury, multiple injuries, or serious illness. Hazard Prevention and Control The following methods can be used to control hazards:

• Eliminate the source of the hazards • Substitute a less hazardous equivalent • Reduce the hazard source • Remove the employee from the hazard • Isolate the hazard • Dilute the hazard • Apply appropriate management strategies • Use appropriate personal protective equipment



• Provide employee training • Practise good housekeeping

Refer to: Goetsch David, (1996) Occupational Safety and Health (In the Age of High Technology), Prentice Hall

CHECKPOINT • Differentiate between health and safety • What are the objectives of the Occupational Health and Safety

Act? • What are some of the health, safety and security issues that

affect the tourism and hospitality industry? • What is a hazard? • What are some of the hazards at your institution or place of

work? • What can you do to prevent these hazards?

ACTIVITY Working in groups of two identify a health, safety or security issue that affects workers in a specific area of the hospitality industry, for example, front office, housekeeping, food and beverage production/service or any other area. Do research to find the procedures to follow in case of such emergencies. Discuss these with your peers and learning facilitator.



IDENTIFY BREACHES IN HEALTH, SAFETY AND SECURITY PROCEDURES As a worker in the hospitality/tourism industry you should practise due diligence, which simply means ‘taking care’. It means taking every precaution necessary in the circumstances to protect health, safety and welfare of yourself and your colleagues. When used properly, due diligence is a powerful and pro-active tool that will carefully identify and assess possible workplace hazards and ensure that procedures are followed to prevent them. When procedures are not followed as established, we term this a breach. You should ensure that breaches in health and safety procedures are identified and promptly reported. It is important that the authority, responsibility, and accountability for health, safety and security breaches are clearly defined throughout your organization. Your organization may have specific procedures for dealing with these health and safety breaches, and these procedures must be adhered to at all times.

IDENTIFY AND REPORT SUSPICIOUS BEHAVIOUR, PACKAGES AND OCCURENCES Dealing with suspicious individuals Since you will be working in the hospitality or tourism industry, there will be strangers within your building. You should keep yourself alert to the presence of strangers in areas reserved for staff. An individual may seem strange to you for a variety of reasons, such as:

• Someone wearing an incorrect uniform, or a uniform that is ill-fitting or worn incorrectly • Someone asking directions to an area where you do not expect them to work • Someone carrying the property of the company in an area where you do not expect them

to work • Someone appearing lost or disoriented (you should note, however, that they may be

innocent new employees) • Someone who just looks suspicious • Someone who seems nervous, startled, worried or is perspiring heavily • Someone asking for details about a guest staying in the establishment

CHECKPOINT • How would you define a breach in health, safety and security

procedures? Give examples. • How should breaches be handled?



The procedures for dealing with suspicious persons will vary depending on the establishment, however, in the absence of set procedures you can:

• Challenge the person politely and ask if you can be of assistance, or direct them to the exit

• If possible, ask a colleague to keep an eye on the suspicious person while you report the matter to your supervisor

Suspicious behaviour If you are responsible for a vulnerable area, like a payment point, you must learn to become aware of all unusual behaviour because of the potential trouble it may signal. Here are a few guidelines you can follow:

• If you have reason to believe that something suspicious is happening, you should immediately respond according to procedure. You may be required to contact your supervisor or security department, if your facility has one, and report your suspicions

• It may not be wise to approach persons behaving suspiciously Dealing with suspicious items/packages It is hard to say precisely where you may discover a suspicious package, or what size or shape it may be. A suspicious package may be one of the following:

• Something that has been left unattended for some time, for example, a suitcase or briefcase left in a reception area

• Something that looks out of place, for example, a travelling bag near a rubbish bin If you should discover a suspicious item

• Do not attempt to move or touch the item. Touching or moving it may be enough to start off a reaction leading to an explosion or fire

• Remain calm and composed. You should try not to cause a panic by shouting or running from the item

• Report the matter to your supervisor, the security personnel or the police (check your establishment procedures to see what action to take)

• If possible, cordon off the area and move people away



ACTIVITY This represents a call from a new colleague working in the front office of The Magnificent Hotel and Spa. Assuming that you and your other colleagues have been trained in occupational health, safety and security, respond to this situation. You will also be required to do a simulated exercise showing how you would deal with this suspicious item. Your learning facilitator will assess your effort.

A suitcase has been left unattended in the lobby area for the past 2 hours. I have been unsuccessful in finding its owner. What am I supposed to do?

CHECKPOINT • What criteria would you use to determine whether a package or

person is suspicious (use a specific context or area of work) • What would be the appropriate response to a suspicious

package? • What would be the appropriate response to a suspicious person?



ARE YOU READY TO PROVE YOUR COMPETENCE? Now that you have completed this element, check whether you have fully grasped all the components by doing the following self-assessment. Checklist 1 Yes No 1. I understand the importance of following health, safety and security procedures in accordance with enterprise policy and relevant regulations and insurance requirements ( ) ( ) 2. I know how to report breaches of health, safety and security procedures ( ) ( ) 3. I understand the importance of reporting any suspicious behaviour, packages or occurrences to the designated person ( ) ( ) Checklist 2 Yes No 1. Health, safety and security procedures are correctly followed in accordance with enterprise policy and relevant regulations and insurance requirements ( ) ( ) 2. Breaches in health, safety and security procedures are identified and promptly reported ( ) ( ) 3. Any suspicious behaviour, packages or occurrences are promptly reported to the designated person ( ) ( )



ELEMENT 2: DEAL WITH EMERGENCY SITUATIONS LEARNING OUTCOMES As you go through this element, you will acquire the necessary knowledge, skills and attitudes to deal with emergency situations. Your learning facilitator is there to assist you with the various activities so that on completion you should be able to:

1. Recognize emergency and potential emergency situations and determine and take required action within scope of individual responsibility

2. Follow emergency procedures in accordance with enterprise procedures 3. Perform basic first-aid following recommended procedures 4. Seek assistance from colleagues and other authorities where appropriate 5. Report details of emergency situations in accordance with enterprise policy

RECOGNIZE EMERGENCY AND POTENTIAL EMERGENCY SITUATIONS

An emergency situation is usually due to actual or imminent occurrence that:

• Endangers or threatens the safety and health of people

• Presents a dangerous situation that needs urgent attention

An emergency may result from natural and/or human causes. Emergency situations in the workplace may include:

• Bomb threats • Deranged customers • Accidents • Robbery • Fire • Armed hold up • Natural disasters (e.g. floods and earthquakes) • Slips, trips and falls

Hazards resulting from possible emergency situations should be identified and assessed and appropriate control measures adopted to minimize or eliminate the risks.

An emergency is a potentially life-threatening situation, usually occurring suddenly and unexpectedly.



The risk of emergency brought about by a hazard can be controlled by:

• Eliminating or minimizing risks that emergency situations pose • Implementing technical measures to minimize the likelihood of accident or incident • Implementing measures to limit the consequences of major incidents/accidents • Protecting people, property and the environment from the effects of major

incident/accident by establishing emergency plans and procedures that are specific For example, let’s look at fire as a potential emergency, how this emergency can be recognized and the action that should be taken. Fire hazards are conditions that favour fire development and growth. The three elements, oxygen, fuel and heat are required to start and sustain a fire. Oxygen is naturally present in the atmosphere, therefore, fire hazards usually involve the mishandling of fuel and heat. Fig 1: The fire triangle Reducing Fire Hazards The best defence against fires is to prevent their occurrence. You can do this by isolating the triangle elements, fuel, oxygen and heat. You can also prevent fires by storing flammable liquids properly and eliminating or isolating ignition sources from fuel. Emergency Action Plan Developing an Emergency Action Plan (EAP) is a major step in preparing for emergencies. The aim of emergency planning is to:

• Reduce the risk to lives, property and the environment • Control any incident and reduce its impact on the workplace • Provide the basis for training of persons who will be involved in workplace emergency

FIRE Fuel

Oxygen

Heat



Your establishment should conduct a thorough analysis to determine the types of emergencies that may occur. For example, depending on geographic location and types of products supplied, your establishment may anticipate such emergencies as fires, chemical spills, explosions, hurricanes, lightning, floods and earthquakes. Your enterprise’s EAP should be a collection of small plans for each anticipated or potential emergency. This plan will have the following components:

• Procedures – Step-by- step emergency response procedures should be developed for each potential emergency

• Coordination – Cooperating agencies and organizations and emergency response teams

should be listed along with relevant contact person and contact number. • Assignments/responsibilities - Every one who will be involved in responding to a given

assignment must know his or her responsibility.

• Accident prevention strategies – There are strategies that are supposed to be used on a day-to-day basis to prevent the type of emergency being planned for. These strategies should be summarized in the EAP

• Schedules – This should contain the dates and times of regularly scheduled practise drills.

The times and dates of practise drills should vary so that they don’t become boring and predictable.

You should identify emergency and potential emergency situations and take the required action within your scope of individual responsibility. You should know your responsibility/assignment in responding to a given emergency. Your responsibility should be clearly spelled out and understood. For example, you may be responsible for one of the following:

• Evacuation of the affected area • The shutdown of specific equipment • Telephoning for medical or other type of assistance • Taking the register to ensure that all of your colleagues are accounted for.

Refer to: Goetsch David, (1996) Occupational Safety and Health (In the Age of High Technology), chp 19, Prentice Hall

Other chapters such as chpt 2, 8, 9, 12, 13, and 14 will provide information on different emergency situations, how they can be recognized and handled.



CHECKPOINT • What is an emergency? • What emergencies may you encounter as a worker in the

hospitality/tourism industry? • What is an Emergency Action Plan and what are the advantages

of having such a plan?

ACTIVITY 1 Do research to ascertain action to take in the event of two the following emergencies:

• Bomb threats • Accidents • Robbery • Armed hold up • Natural disasters (e.g. floods and earthquakes) • Slips, trips and falls

N.B. Ask your facilitator to organize the group in an effort to prevent everyone from doing the same emergency. You can exchange notes with your peers to ensure that you gain knowledge on all the areas. Present your findings using suitable software.



FOLLOW EMERGENCY PROCEDURES Emergencies in the hospitality and tourism industry should be anticipated and prepared for as urgent, significant and coordinated response is required. Your emergency plan should outline the procedures that should be carried out in the event of an emergency. When an emergency situation presents itself, procedures should be followed as they relate to areas such as:

• Evacuation plans • Setting off alarm systems • The immediate response to assembling in a designated area • Accounting for everyone on the premises • Shutdown procedures

When an emergency occurs, you need to react immediately. The speed of your response could mean the difference between life and death and the difference between minimal damage and major damage. Smooth, orderly response, with minimum hesitation will only occur if the emergency procedures have been practised, evaluated and improved on.

ACTIVITY 2

Unsafe Lifting

Visit the following website: http://www.co.honolulu.hi.us/hr/safeliftingprocedures.pdf. This link takes you to a site on the Internet, where you will be taken through the safe procedures for lifting. You will be required to familiarize yourself with the information presented on the site. You will be required to demonstrate how you would lift a heavy object, such as a carton filled with supplies. Your learning facilitator will assess your efforts and provide feedback. N.B. Never under-estimate the size of your load or overestimate your strength.



Refer to: Goetsch David, (1996) Occupational Safety and Health (In the Age of High Technology), chp 19, Prentice Hall PERFORM BASIC FIRST AID You may be called on to apply first-aid in the event of an emergency. First aid usually consists of life saving measures taken to assist an injured person until medical help arrives. The hospitality/tourism industry usually has large numbers of persons that must be considered in the event of an emergency. Since you cannot predict when an emergency will occur, part of your preparation may involve learning how to administer first aid. There are certain areas that are usually covered in this first aid training; these include:

• How to stop severe bleeding • Broken bones and fractures • Burns • Choking • Head injuries and concussions Fig 2 • Cuts and abrasions

ACTIVITY Most hospitality and tourism establishments are at risk from fires and fire damage. With assistance from your colleagues, develop an emergency action plan for your institution in respect of fires. Ensure that each person is given a responsibility. For this activity to be successful you will need commitment from your facilitator and possibly your supervisor/manager. Petition the manager of your institution to have a fire drill following the development of the plan. This drill should be completed some time lapse after your request, since persons should be caught unaware. NB: Only the manager and appropriate security personnel should know when the drill is to be conducted. When this emergency situation arises, you will be required to respond promptly and take appropriate action within your scope of responsibility, following established procedures.



• Electric shock • Heart attack • Moving an injured person • Drug overdose • Eye injury • Chemical burn • Rescue • Cardiopulmonary resuscitation (CPR)

In order to apply first aid in an effective manner ensure that you have:

• Well-stocked first aid kits available • Appropriate personal protective equipment • Emergency telephone numbers at hand

Your first aid kit should include the following items:

• Sterile gauze dressing ● Needles • Tweezers ● Bandages • Absorbent cotton ● Mild antiseptic • Measuring cup ● Petroleum jelly • Thermometer ● Baking soda • Hot water bag ● Scissors • Flash light ● Sharp knife or razor blade • Aromatic spirit of ammonia ● Rubber surgical gloves • Face mask and mouthpiece ● Adhesive tape • Medicine dropper ● Sterile saline solution

You may be required to do first aid procedures such as:

• Applying bandages • Performing Heimlich manoeuvre • Removing and lifting injured persons ( if the victim has a neck or back injury, he/she

should not be moved unless to prevent additional injury)



If a colleague or customer is injured and you are the first person to respond, remember the ABC’s of first aid. A = Airways Is the airway blocked? If so, clear it quickly B = Breathing Is the victim breathing? If not, begin administering artificial respiration C = Circulation Is the victim bleeding severely? If so, stop the bleeding.


CHECKPOINT • What is first aid? • What are some of the basic first aid procedures that you will be

required to perform when working in a hospitality/tourism establishment?

• List 6 items that should be present in a first aid kit. • You should always remember the ABC’s of first aid; what does

the A, B & C mean in this context?

ACTIVITY 1 Work with your peers to create a first-aid kit for your classroom or work station. Ensure that this first aid kit has all the essential elements. Keep this first aid kit in your classroom or at your work station to be used in the event of an emergency.



SEEK ASSISTANCE WHERE APPROPRIATE Emergencies usually require a response involving several persons or groups, including medical, fire fighting, security, and safety personnel. If you are the first one at the scene of an emergency you may need to seek additional assistance for the victim. This assistance may be sought from colleagues or other trained professionals, such as a doctor, fire fighter, or police officer. You should ensure that additional assistance is sought for emergency victims in a prompt and efficient manner. You should ensure that there are emergency numbers at hand when needed and that you remain calm and reassure the victim until additional assistance arrives. If possible, minimize the risk of danger to yourself and the injured person.

ACTIVITY 2 With the assistance of your peers and learning facilitator, make arrangement for a resource person to come and speak to you about first aid. This resource person will also be required to do demonstrations using people or dummies. This person may be from an agency such as the Red Cross or the fire department and they will be required to demonstrate as many of the procedures as possible. Following the demonstration you will be required to administer first aid to your peers in a range of situations dealing with a variety of injuries. Remember to alternate roles. The resource person will assess your efforts.



Refer to: World Health at http://www.healthy.net/scr/MainLinks.asp?Id=170, where you will find information on how to provide first aid for a range of emergency situations, including the one in the activity above. Visited, February 8, 2006

ACTIVITY Your friend Yvonne was sitting at the table across from you in the lunchroom. She had been chatting continuously during lunch about a project she has been working on. Suddenly, you realize that Yvonne had stopped talking and was gasping for breath. She was choking! You were clueless as to what to do and beckoned to another colleague for assistance. He came over to your table and did the procedure illustrated below:

Ascertain:

• The name of the procedure that was carried out • When is this procedure usually performed? • How can knowledge of this procedure help you in the future?



REPORT DETAILS OF EMERGENCY SITUATIONS An emergency investigation should culminate in a comprehensive report. The purpose of the report is to record:

• The findings of the emergency investigation • The cause of the emergency • The recommendations for corrective action

All injuries and illnesses should be recorded regardless of the severity if they result in:

• Death • The loss of one or more work days • Restriction of motion or work • Loss of consciousness • Transfer to another job • Medical treatment (which is more than first aid)

Emergency reports should contain the following information:

• Case number of the emergency • Victim’s department or unit • Location and date of the accident or date that the injury/illness was first diagnosed • Victim’s name, employee number, sex, age, home address and telephone numbers • Victim’s job assignment • Victim’s employment status at the time of the emergency (temporary, permanent. part

time etc.) • Type of injury and body part injured (e.g. burn to stomach) and severity of the injury (i.e.

fatal, hospitalization required or first aid only) • Name, address and telephone number of physician that attended to the injury • Name, address and telephone number of the hospital to which the person was taken • Description of the emergency and how it took place (step by step sequence of events

leading up to the emergency) • Specific task/activity that the victim was involved in at the time of the emergency • Supervision status at the time of the emergency • Cause of the emergency • Corrective action taken so far • Recommendations for additional action

You may also record/report additional items such as:

• List of witnesses • Dates of follow-up action • Historical data relating to similar emergencies



It is very important that all emergencies be reported to the appropriate person, many persons still allow emergences to go unreported for various reasons such as:

• They cannot be bothered with the red tape • Embarrassment • Persons do not want to spoil their record of days worked without accident/emergencies • Some persons are afraid to be found at fault and being subjected to other negative

repercussions • Some persons feel that filing a report will be a waste of time

NB: You should ensure that records are accurate and neat

Refer to: Goetsch David, (1996) Occupational Safety and Health (In the Age of High Technology), chp 21,Prentice Hall

CHECKPOINT • What is the purpose of reporting details of an emergency? • What information should be included in these reports? • How can reporting help you? • Why do some persons fail to file a report after an emergency?



ARE YOU READY TO PROVE YOUR COMPETENCE? Now that you have completed this element, check whether you have fully grasped all the components by doing the following self-assessment. Checklist 1 Yes No 1. I understand the importance of recognizing emergency and potential emergency situations and can determine and take the required action within my scope of responsibility ( ) ( ) 2. I know how to follow emergency procedures in accordance with enterprise procedures ( ) ( ) 3. I understand the importance of following procedures when performing first aid ( ) ( ) 4. I know how to seek assistance from colleagues and other appropriate authorities ( ) ( ) 5. I understand how to report details of emergency situations ( ) ( ) Checklist 2 Yes No 1. Emergency and potential emergency situations are promptly recognized and the required action taken within my scope of responsibility ( ) ( ) 2. Emergency procedures are followed in accordance with enterprise procedures ( ) ( ) 3. Basic first aid is performed following enterprise procedures ( ) ( ) 4. Assistance is promptly sought from colleagues and other appropriate authorities ( ) ( ) 5. Details of emergency situations are accurately reported ( ) ( )



ELEMENT 3: MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS LEARNING OUTCOMES As you go through this element you will acquire the necessary knowledge, skills and attitude to maintain safe professional presentation standards. Your learning facilitator is there to assist you through the various activities, so that on completion you will be able to:

1. Ensure that personal presentation takes account of workplace environment and health and safety issues

PERSONAL PRESENTATION Clothing In every establishment, there is a dress code that you are expected to follow. This is usually in accordance with the type of organization/association, company policy and job specific requirements. You must adhere to your company’s dress code at all times. For some jobs, you will be required to wear uniform. By wearing a uniform, you can enhance your appearance and project your company’s image. To make a positive projection, you must ensure that the appearance and condition of your clothing is impeccable at all times. In addition, wearing the correct uniform will help your customers/guests to identify you as a representative of your establishment. If your workplace does not provide specific uniforms, it should have guidelines on the type, colour and style of clothes to be worn. The appearance and condition of your clothing should be consistent with the nature of your work. If you are a receptionist, you are the first person that the guest will most likely see, therefore, it is extremely important that you portray a professional and efficient image. Another example relates to the employee in the foodservice operation. Adhering to proper dress codes can greatly reduce food contamination and poisoning. Additionally, you should cover your head when preparing foods.

Fig: 3

Hi, my name is Tim. I am a chef.



Select Suitable Personal Protective Equipment (PPE) Personal Protective Equipment, commonly referred to as "PPE", is equipment worn to minimize a worker’s exposure to a variety of hazards. Examples of personal protective equipment may include: • Boots • Overalls • Gloves • Goggles • Respirator or face mask • Face guard • Hearing protection

Fig: 4: Personal protective equipment

The objective of personal protective equipment is to protect employees from the risk of injury by creating a barrier against workplace hazards. Personal protective equipment is not a substitute for good engineering or administrative controls or good work practices, but should be used in conjunction with these controls to ensure the safety and health of employees. In order to ensure the greatest possible protection for employees in the workplace, the cooperative efforts of both employers and employees will help in establishing and maintaining a safe work environment. Employers are usually responsible for: • Performing a "hazard assessment" of the workplace to identify and control physical and

health hazards • Identifying and providing appropriate PPE for employees • Training employees in the use and care of the PPE • Maintaining PPE, including replacing worn or damaged PPE In general, employees should: • Wear PPE properly • Attend training sessions on PPE • Care for, clean and maintain PPE • Inform a supervisor of the need to repair or replace PPE Employees should receive training in order to respond to the following concerns: • When is PPE necessary? • What PPE is necessary? • How should PPE be put on, taken off and adjusted when being worn? • What are the limitations of the PPE? • What are the proper procedures for care and maintenance of PPE?



Your supervisor should make sure that each employee demonstrates an understanding of the PPE training as well as the ability to wear and use PPE properly before he/she is allowed to perform work requiring its use. Only those items of protective clothing and equipment that meet national standards should be used. All PPE and clothing should be of safe design and construction, and should be maintained in a clean and reliable fashion. Cleaning is particularly important for eye and face protection where dirty lenses could impair vision. You should take the fit and comfort of PPE into consideration when selecting appropriate items for the workplace. PPE that fits well and is comfortable to wear will encourage the employee to use it. If it does not fit well it may not provide the level of protection desired and may discourage employee use.

CHECKPOINT • Give five examples of personal protective equipment that you

will require to perform your job safely. • What are the responsibilities of (i) the employer (ii) the

employee in the use of PPE to maintain a safe working environment?

• Why are the following factors important? - Employee training in the proper use of PPE - Safe design and construction of PPE - Proper fit of PPE - Cleanliness of PPE

ACTIVITY Visit the website located at www.free-training.com/osha/ppe/Test/Random.htm which provides information on the importance and use of personal protective equipment. Read the information and do the course test at the end. If your score falls below the recommended pass rate, do additional reading from relevant reference texts or get additional information from your learning facilitator.



PERSONAL HYGIENE Launder garment to remove unpleasant odour To maintain the appearance and condition of your clothes, you should ensure that they are laundered regularly. Clean water and the appropriate soap/detergent should be used for washing. Laundry should be hung on a line, or dried in a dryer designed for this purpose. Ironing is required for some fabrics. You should follow labelling requirements for specific garments. No sign of dirt, stain or mark should be seen on your work clothes. You should spend enough time to make sure that ironing is done properly. Proper grooming also involves making yourself neat and attractive. Remember that your clothes and appearance make statements about you. You should endeavour to make this statement a positive one, therefore, always dress smartly and ensure that your clothes remain spot free. Regular laundering keeps your clothes/garments free of unpleasant odour. Keep Teeth Free of Food Residue It is important for you to keep your mouth and teeth clean; otherwise food particles caught in between teeth can cause them to decay very quickly. The enamel protecting the teeth may become chipped thus allowing decay to begin. Your teeth should be brushed immediately after eating a meal and your mouth rinsed with clean water, water with a little salt or glycerin of thymol. When brushing teeth, use a soft toothbrush in an up-and-down motion, not crosswise, to remove food particles. When you brush sideways you wear down/away the enamel. You should try to avoid using toothpicks, as they cause injury and inflammation of the gums as does vigorous brushing with a hard brush. Whether you are at work or at a social event, you do not want food residue on your teeth. So, you should always practise proper oral hygiene, which includes: • Brushing • Using dental floss and mouthwash • Visiting the dentist Note: Never use your finger to pick your teeth as this might cause the transmission of germs to your mouth.



Keep Breath Free of Unpleasant Odour Halitosis or bad breath is very offensive. It is important to keep your breath free from unpleasant odour by maintaining good dental hygiene, which includes regular brushing and flossing. Bad breath may be caused by:

• Disease • Infections of the:

- Teeth - Gums - Mouth

You may find that you have bad breath early in the morning, as saliva is not made while you are asleep. Foods rich in garlic and onion may cause bad breath, likewise smoking. There are also other reasons for bad breath; these include: • Colds • Sinuses • Throat infections or tonsillitis Other possible causes are: • Diseases of the:

- Stomach - Liver - Intestines - Uncontrolled diabetes

Mouth washes, mouth sprays and some chewing gums can make your breath smell better temporarily, however, if bad breath persists despite good dental care, you need to see a dentist. Avoid using too many mints to mask the bad breath as it can lead to tooth decay. Instead, you should practise brushing your teeth regularly and using mouthwash.

Refer to: Better Health, Personal Hygiene at, http://www.betterhealth.vic.gov.au/bhcv2/bhcarticles.nsf/pages/Personal_hygiene?OpenDocument, visited February 8, 2006



Maintain Good Dental Health Maintaining strong and healthy teeth and proper oral hygiene requires that you make regular visits to the dentist. Even when you brush your teeth and floss regularly, you still need to get professional assistance. It is advised that you receive dental consultation at least twice per year. Your dentist will advise you on how often your visits should be. Your dentist is the best person to provide you with information on the health of your mouth. Follow Correct Hand Washing Procedures Your hands should be as clean as possible at all times. Infections such as colds and gastroenteritis are caused when you put your unwashed hands, which contain germs, to your mouth. Infections are also caused when persons handle your food with dirty hands. You should wash your hands:

• After using the toilet • Before preparing or eating food • After handling animals • If you have been around someone who is coughing or has a cold, or if you sneeze or

cough and use your hands to cover your mouth • After touching dirty surfaces • After smoking, picking your nose or ears

You should wash your hands with an antibacterial soap and clean water; you should use a brush if your fingernails are dirty. It is imperative that you dry your clean hands with something clean, such as a clean towel or a hot air dryer. Cuts and bruises should be properly cleaned and dressed. In a food preparation area, unclean hands can result in contaminated food. There are some practices that should be avoided such as: • Licking fingers while preparing food • Tasting or picking at food returned to the preparation area • Coughing or sneezing over food • Picking, touching or scratching your nose • Scratching your head or any other body part • Using hand wash-basins for washing food or utensils



It is especially crucial for persons in the food service operation to keep their hands clean. One of the main methods of transmitting bacteria to food is by touching, whether with hands or cutlery. Everything that will come into contact with food must be properly sanitized to avoid cross-contamination. Maintain Clean Hair Skin and Nails Your hair, nails and skin must also be properly maintained. Maintaining Your Hair

• Wash your hair at least once per week, using a mild shampoo • Always try to avoid shampoos with borax or alkalis • Rinse hair well after shampooing • Dry your hair after each wash • Brush, comb and groom your hair daily • Wash your brush and comb every time you wash your hair • Oil your scalp at least once a week

Maintaining Your Skin • Note that soap and water are essential for keeping your skin clean • It is recommended that you have a bath once or twice daily • If you are involved in active sport, or sweat at work, then you will need to have a bath after

each activity • Use of a mild soap; germicidal or antiseptic soap is essential for the daily bath • You can use a bath sponge or rag for scrubbing • The genitals and the anus have natural secretions, therefore, these areas need to be cleaned

properly. These secretions can cause irritation and infection under unhygienic conditions. • Wash off properly after soaping and dry your body with a clean towel • Avoid sharing towels, sponges and soaps • Change into clean clothing after your bath (always wear a clean change of undergarments)



Maintaining Your Nails • You should clip nails short, along their shape, and clean nails as dirt and bacteria can

accumulate under them • A healthy body ensures healthy nails • If you have brittle or discoloured nails, this indicates deficiencies or disease conditions • Do not keep nails painted continuously; this practise causes

the keratin, of which nails are made, to split Use of Colognes and Perfumes A mere bath for the day is not adequate. You should use a deodorant or antiperspirant after your bath. Most commercial skin deodorants contain an antiperspirant, such as aluminum chloride, which reduces sweating, by forming a hydroxide gel in the sweat ducts. You have to use an antiperspirant deodorant to complement your bathing, however, it should not be used as a substitute for taking a bath. Some persons use colognes or perfumes to mask body odour or for a sweeter smell. These colognes or perfumes should be subtle and unobtrusive. Some persons develop an allergic reaction to strong smelling perfumes and colognes, therefore, you should take this into consideration when selecting and applying fragrances. When you do wear cologne or perfume, ensure that you use it sparingly it should not be overpowering.

CHECKPOINT • Can you list three categories in the hospitality industry that

have dress codes that are job specific? • How often should you brush your teeth? • How should teeth be brushed? • Why are you advised not to use toothpicks? • What causes bad breath? • How can bad breath be prevented? • What are the implications of poor oral hygiene, especially for

workers in the tourism industry? • When should your hands be washed? • Which infections can be transmitted through poor personal

hygiene practices? • How would you maintain your hair and skin?



ACTIVITY 1 Betsy works at a guest contact area of the Hotel Luxurious; she has to come into contact with guests’ everyday, and she normally has to speak to many different guests during her shift. Both you and your coworkers have come to realize that Betsy’s breath has a very foul and offensive scent, and that based on the behaviour of guests, they find it offensive as well. Betsy, however, seems unaware of the situation. In a simulated environment, working with your peers, advise Betsy about what you have observed and make recommendations as to how she can address the problem. Remember this is a sensitive issue that may cause embarrassment, therefore, you will have to exercise tact.

ACTIVITY 2 Nicole has recently been employed as a hostess in a restaurant; she, however, lacks confidence as her teeth are stained because she had been smoking for years. She is worried that every time a guest looks at her while she smiles the guest is taking note of her discolored teeth. Nicole is not computer literate and has therefore asked you to do research on teeth whitening on her behalf. Refer to the website http://www.adha.org/oralhealth/whitening.htm, and find information relevant to Nicole’s needs. Use PowerPoint to present information to your peers and learning facilitator.



ACTIVITY 3 Speak to the manager of a prominent restaurant close to you or a hotel’s Human Resource Manager. Try to ascertain:

• The type of dress code enforced for different categories of workers

• How the dress code was formulated? • To what extent safety was a part of the decision to choose a

particular code of dress • Is the dress code influenced by the concept/standard of the

establishment? Note: You can also observe the employees’ attire for work. Does it deviate from the standards established? Discuss findings with your peers and/or facilitator.

ACTIVITY 4 • Consult your doctor or another health care professional. Discuss

some factors that contribute to personal hygiene problems. • What are the possible causes of constant body odour? • In addition, speak with a nurse at any hotel and query the typical

hygiene concerns in the hospitality industry. Design a poster for your work area. This poster should outline the importance of maintaining proper personal hygiene. Use graphics where appropriate. You can engage in a friendly competition with your peers. Your learning facilitator can assess the posters.



ARE YOU READY TO PROVE YOUR COMPETENCE? Now that you have completed this element, check whether you have fully grasped all the components by doing the following self-assessment. Checklist 1 Yes No 1. I understand the importance of ensuring that personal presentation takes account of workplace environmental and health and safety issues ( ) ( ) Checklist 2 Yes No 1. Personal presentation takes account of the workplace environmental and health and safety issues ( ) ( )



ELEMENT 4: PROVIDE FEEDBACK ON HEALTH, SAFETY AND SECURITY LEARNING OUTCOMES As you go through this element, you will acquire the necessary knowledge, skills and attitudes to provide feedback on health, safety and security. Your learning facilitator is there to assist you with the various activities. Upon completion you should be able to: 1 Identify issues requiring attention 2 Raise issues with the designated person in accordance with enterprise legislative

requirements IDENTIFY ISSUES REQUIRING ATTENTION When an establishment is operating under the Occupational Health and Safety Act, it may conduct safety audits. Safety audits look at the underlying strengths and weaknesses of the system, the controls and the performance indicators. The entire establishment or system is checked and evaluated to identify compliance with legislation and standards and to highlight any risk that could threaten the well-being of the organization or its employees. Safety audits are designed to evaluate the effectiveness or the organization’s health and safety management strategy. For example:

• To assess the operational risks including the identification of hazards, potential hazards and accident causation factors

• To carry out a critical review of the organization’s administrative arrangements to ensure that they are compliant with legal requirements and measure performance against set standards.

When conducting safety audits the following may be used as information sources:

• Data of injuries • Incident reports • Insurance claims • Accident reports • First aid records

The findings of the safety audit should be reported to the appropriate person so that issues requiring attention can be dealt with in an expeditious manner.



RAISE ISSUES WITH THE DESIGNATED PERSONS The results of the safety audits should be discussed with the appropriate person(s). Even though the initial report may be passed directly to the manager, it should not be hidden from the workers, as safety is everybody’s responsibility. The employers’ responsibilities include:

• The provision of a workplace free from hazards that are causing or are likely to cause death or serious injury to employees

• Being knowledgeable of the mandatory standards as they relate to safety and make copies of this information available to staff upon request

• Keeping employees informed about occupational health and safety • Conducting continuous examination of workplace conditions and minimizing and

reducing hazards • Ensuring that employees have safe work tools and equipment, including personal

protective equipment and that these equipment are maintained. • Using colour codes, labels or signs as appropriate to warn employees of potential

hazards Employees also have responsibilities, as they relate to health and safety. These responsibilities include:

• Asking employers for information on hazards that may be present in the workplace • Receiving health and safety training • Reading the health and safety posters at the job site and being familiar with the contents • Following the safety rules/regulations prescribed by the employer • Always using appropriate personal protective equipment while engaged in work • Reporting hazardous conditions to the supervisor • Reporting all job related injuries/illnesses to the employer and seeking treatment

promptly • Always approaching the job in a safe and responsible manner

You should ensure that you use the result of safety audits to improve how you approach health and safety issues related to your job.




ACTIVITY 1 With assistance from your peers, conduct a safety audit of your institution/workplace. The aim of this audit is:

• To assess the operational risks including the identification of hazards, potential hazards and accident causation factors

• To carry out a critical review of the organization’s administrative arrangements to ensure that they are compliant with legal requirements and measure performance against set standards.

Following the audit, you will be required to provide a report to the designated persons and address any outstanding safety issues. Your facilitator will assist you as necessary.

ACTIVITY 2 Do a creative presentation to inform the persons in your environment about the importance of health, safety and security in the workplace. You can use creative outlets such as banners, flyers, brochures, a Microsoft application such as Microsoft PowerPoint or any other suitable means. You should ensure that whatever information is presented is accurate. Ask your learning facilitator or team of facilitators to assess your work. N.B. This can take the form of a competition.



ARE YOU READY TO PROVE YOUR COMPETENCE? Now that you have completed this element, check whether you have fully grasped all the components by doing the following self-assessment. Checklist 1 Yes No 1. I know how to identify issues requiring attention ( ) ( ) 2. I understand the importance of raising issues with the designated person in accordance with enterprise legislative requirements ( ) ( ) Checklist 2 Yes No 1. Issues requiring attention are promptly identified ( ) ( ) 2. Issues are raised with the designated person in accordance with enterprise legislative requirements ( ) ( )


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