SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR HOST / HOSTESS (GUEST RELATIONS OFFICER)

Transcription

1 Occupation: Host / Hostess (Guest Relations Officer) Occupation Description: The Host/Hostess (Guest Relations Officer) is responsible for greeting arriving customers, welcoming them into the establishment, and appointing a server/waiter to the customer. He/She is also responsible for estimating wait times for customers, monitoring the guest waiting list, and ensuring that the needs of the customers are met while they are waiting. When required, he is expected to perform the tasks of a Waiter to bring dishes to customers, and help in clearing and setting tables. He should demonstrate a cheerful and friendly attitude, and possess great communication skills and a passion for quality customer service. Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits. 1

2 The skills expected of the Host / Hostess (Guest Relations Officer) are summarised as below: Skill Category Skill Analytical, Conceptual and Evaluative 1. Solve Problems and Make Decisions at Supervisory Level Customer Experience 2. Establish Relationships for Customer Confidence Food and Beverage Service 3. Interact and Serve F&B Customers 4. Perform Hosting Duties Innovation 5. Manage Productivity Improvements People and Relationship Management 6. Facilitate Effective Communication and Engagement at the Workplace 7. Facilitate Effective Work Teams Quality 8. Supervise Quality Procedures Workplace Safety and Health 9. Maintain Workplace Safety and Health Policies and Procedures 2

3 Skill Code ES-ACE-302G-1 Skill Category Skill Sub-Category (where applicable) Analytical, Conceptual and Evaluative N/A Skill Solve Problems and Make Decisions at Supervisory Level Skill Description This skill describes the ability to acquire the skills to work with a team of subordinates in practising problem-solving and decision-making. It also includes anticipating and identifying potential problems, facilitating team s effort to resolve the problems, making appropriate decisions and seeing implementation plans through. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Types of information to be gathered and analysed to identify and confirm a problem Characteristics of appropriate problem-solving tools and techniques Idea generation techniques and their characteristics Types of value and impact to be evaluated for selection of ideas Techniques to manage team conflict in decision-making process Factors affecting the effectiveness of an implementation plan Advantages and disadvantages of the various methods for gathering feedback from relevant sources Methods used to identify deficiency in the implemented solution and implementation plan and their characteristics 3

4 Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Identify symptoms that could lead to potential problems at the workplace using appropriate tools and techniques Apply logical deduction to anticipate and detect problems at the workplace based on symptoms and relevant information gathered Analyse relevant information surrounding the perceived problems and identify the exact problem using elimination process, objective reasoning or process questioning Analyse the root causes of the problems at the workplace using appropriate problem-solving tools and techniques Develop an implementation plan that addresses the root causes of the problems and consider the impact to self and team at the workplace Evaluate the effectiveness of the implemented solution and implementation plan by analysing feedback gathered from relevant sources Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Select a solution among the shortlisted ones collectively with team members using appropriate evaluative techniques and criteria Formulate and execute modifications to restore and/or enhance effectiveness of implemented solution and implementation plan 4

5 Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Facilitate generation of solutions to solve problems by encouraging creativity among team members Learning to Learn develop and improve one s self within and outside of one s area of work. Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference Range of Application N/A (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by ES-ACE-302G-1 1-Sep-16 Initial Version WDA 5

6 Skill Category Customer Experience Skill Code SVCF-CS-301C-1 Skill Sub-Category (where applicable) N/A Skill Establish Relationships for Customer Confidence Skill Description This skill describes the ability to build customer confidence in the organisation and develop customer relationships that build customer loyalty. It also includes handling service opportunities and escalated service challenges. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Methods to develop knowledge of organisation s product or service offerings Methods to establish customer rapport Types of follow up from customer interactions Types of service opportunities Types of escalated service challenges Methods to respond to service opportunities Methods to respond to escalated service challenges Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Develop knowledge of organisation s product or service offerings and customer profile Respond to service opportunities to build customers confidence in the organisation Follow up on customer interactions in accordance with the organisation s guidelines 6

7 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Build customer rapport with customers to increase customer loyalty and confidence in the organisation Propose mutually acceptable solutions to escalated service challenges in accordance with the organisation s service recovery procedures Social Intelligence and Ethics N/A use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn develop and improve one s self within and outside of one s area of work. Stay abreast of the organisation s product or service offerings through product launches or brochures to ensure the latest information is provided to customers 7

8 Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Customer rapport refers to the gaining of trust and confidence of customers in the organisation s product or service. Organisations may wish to build rapport with customers to increase customer confidence in their product or service. Customer confidence refers to the trust which customers have in an organisation s product or service. Escalated service challenges are unresolved service challenges escalated by service professionals. Version Control Version Date Changes Made Edited by SVCF-CS-301C-1 1-Sep-16 Initial Version WDA 8

9 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category (where applicable) Service Skill Interact and Serve Food and Beverage Customers Skill Description This skill describes the ability to apply the knowledge and skills in interacting with and serving Food and Beverage (F&B) customers. It also includes seating customers, taking orders, serving food and beverage, presenting bills and assisting customers with departure. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Importance of personal grooming and hygiene Characteristics of positive attitude and good posture Body language and non-verbal cues Process for seating customers Sequences of taking food and beverage orders Sales techniques Food and beverage product knowledge and different dietary requirements Importance of understanding bar terms, terms of common mixed drinks and shorthand notations of drinks Methods of communicating orders with production or kitchen staff Types, handling methods and table placements of tableware required for different dishes and beverages Importance of checking orders for accuracy and quality before delivering food to customers Methods of presenting food and beverages to customers Importance of performing service checks and table maintenance Guidelines for handling customer s feedback and/or complaints, presenting bills and assisting with their departure Techniques for service recovery Guidelines for handling customer s personal data Legislative requirements 9

10 Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Practise personal grooming and hygiene Display positive attitude and good posture when interacting with customers Welcome and seat customers Recommend menu items and take food and beverage orders from customers in accordance with customer s dietary requirements and preferences Set cutlery, crockery and glassware on table Serve food and beverages Monitor customers needs during meals Handle customer s feedback and/or complaints Present bills to customers and assist with their departure in accordance with organisational procedures Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Suggest ways to maintain service quality and improve customers satisfaction Share feedback on current service processes with reference to organisational procedures and customers feedback Recommend ways to create a memorable dining experience for customers Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Comply with legislative requirements Build rapport with customers and co-workers Communicate with co-workers and/or supervisors to achieve organisational objectives Demonstrate trust, respect and support towards co-workers and/or supervisors in daily activities to achieve organisational objectives Demonstrate integrity and ethical behaviour at the workplace 10

11 Learning to Learn develop and improve one s self within and outside of one s area of work. Accept feedback from co-workers and/or supervisors in a considerate and constructive manner Engage in self-reflection to improve on quality of tasks assigned Evaluate own strengths and weaknesses to improve skills and knowledge Identify available opportunities to learn from co-workers and/or supervisors Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Liquor Control (Supply and Consumption) Act Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 11

12 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category (where applicable) Service Skill Perform Hosting Duties Skill Description This skill describes the ability to perform hosting duties. It also includes preparing for hosting duties, handling enquiries and reservations, and handling customers arrivals and departures. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Importance of personal grooming and hygiene Importance of checking documents and communicating with other staff and supervisors to find out duties assigned and reservation listings Service items required for hosting duties Process for pre-assigning areas and/or tables for groups Importance of adopting positive attitudes and good posture Telephone etiquette Importance of creating good impressions on customers Outlet and menu information Establishment policies (customer dress code, no outside food, no children, etc.) Product knowledge and different dietary requirements Approaches to handle enquires, reservations and unavailable reservation requests Importance of seating customers in an efficient, friendly and courteous manner Process for seating customers Approaches to communicate seating information and other issues to other staff Guidelines for handling customers concerns and complaints Guidelines for handling customers personal data Importance of thanking customers for patronage and assisting in customers departure 12

13 Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Prepare for hosting duties Respond to enquiries and reservations Take and record reservations Welcome customers, escort them to table and seat them Assist with customers departures Notify supervisor of customers complaints or concerns, in accordance with organisational procedures Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Suggest ways to maintain service quality and improve customers satisfaction Share feedback on current service processes with reference to organisational procedures and customers feedback Recommend ways to create a memorable dining experience for customers Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn Comply with legislative requirements Build rapport with customers and co-workers Communicate with co-worker and/or supervisor to achieve organisational objectives Demonstrate trust, respect and support towards co-worker and/or supervisor in daily activities to achieve organisational objectives Demonstrate integrity and ethical behaviour at the workplace develop and improve one s self within and outside of one s area of work. Accept feedback from co-worker and/or supervisor in a considerate and constructive manner Engage in self-reflection to improve on quality of tasks assigned Evaluate own strengths and weaknesses to improve skills and knowledge Identify available opportunities to learn from co-worker and/or supervisor Keep up to date on industry trends 13

14 Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 14

15 Skill Category Innovation Skill Code FSS-INO Skill Sub-Category (where applicable) N/A Skill Manage Productivity Improvements Skill Description This skill describes the ability to identify opportunities for productivity measurement and improvement at workplace. It also includes selecting and implementing relevant techniques and tools for productivity improvement and managing productivity at the workplace. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Concept and definition of productivity Factors affecting productivity Productivity measurements and their uses in the organisation Barriers to productivity improvement Methods of describing and establishing productivity improvements Methods of overcoming barriers to productivity improvement Components and methods to collect and analyse productivity performance data Methods of implementing tools and techniques for productivity improvement Advantages and disadvantages of different tools and techniques for productivity improvement Roles of management in improving productivity 15

16 Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Define the concept of productivity in the organisation s context Identify opportunities to improve and measure productivity Develop business cases and proposals for new opportunities Identify barriers to productivity and ways to overcome them Establish systems to measure productivity Recognise impact of qualitative factors on productivity measurement Evaluate tools and techniques for productivity improvement Implement productivity improvement processes and cost reduction strategies Monitor and analyse productivity performance data using analysis tools Report and recommend productivity improvements for endorsement in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Generate ideas to create new products 16

17 Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) 17

18 Version Control Version Date Changes Made Edited by FSS-INO August 2017 Initial Version SSG and SPRING Singapore 18

19 Skill Code ES-IP-301G-1 Skill Category People and Relationship Management Skill Sub-Category (where applicable) N/A Skill Facilitate Effective Communication and Engagement at the Workplace Skill Description This skill describes the ability to promote the use of effective communication within a team. It also includes using conflict resolution and negotiation strategies as well as building rapport with colleagues, stakeholders and customers. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Barriers to effective communication Methods to coach staff in using effective communication techniques Organisational and professional standards relating to communication Ways that various types of diversity issues affect one s communication and negotiation with others in the workplace Ways to validate information and history of conflict Possible causes, sources and benefits of conflict Sources of additional information, expert advice and mediation to assist in conflict issues and assessment of a conflict situation Conflict resolution approaches and their characteristics Appropriate communication techniques for conflict resolution and negotiation and their characteristics Negotiation styles and their characteristics Ways to confirm resolution of conflict and types of agreed follow-up action 19

20 Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Maintain channels of communication to update staff on latest and relevant work-related information according to organisational communication policies and procedures Promote effective communication among staff taking into account diversity issues Assess conflict situation and develop appropriate conflict resolution strategies to negotiate issues towards a mutually acceptable outcome Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Seek opportunities for growth and innovation and new ways of thinking as well as additional management options Communicate organisational communication policies and procedures to staff and monitor their compliance Use appropriate communication techniques and tools to suit different communication styles of people in formal and informal settings Learning to Learn develop and improve one s self within and outside of one s area of work. Resolve conflict using appropriate conflict resolution strategies, approaches and techniques 20

21 Range of Application (where applicable) N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by ES-IP-301G-1 1-Sep-16 Initial Version WDA 21

22 Skill Code ES-IP-302G-1 Skill Category People and Relationship Management Skill Sub-Category (where applicable) N/A Skill Facilitate Effective Work Teams Skill Description This skill describes the ability to facilitate work team activities and improve a team s performance by promoting ownership and commitment amongst team members. It also includes working on goals and targets set, maintaining positive relationships and providing support and opportunities for individual and team contributions. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Rationale for communicating thoughts and feelings to justify a position and responsibilities assigned to team members Importance of the different roles in a team for achieving team goals and objectives Principles for setting goals and targets for individual and team Characteristics of diversity and its impact on the relationship among team members Importance of creating opportunities for team members to contribute ideas and skills Differences between constructive and destructive criticism Communication techniques to facilitate a discussion Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Provide resources, assistance and support needed by team members to complete projects or work activities Analyse project control reports and performance assessment results to ascertain team performance and provide feedback and criticism to team members using appropriate communication techniques Involve team members in the planning of work activities to promote ownership and commitment to work plan Delegate duties and responsibilities taking into consideration the competencies of individual team members 22

23 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Provide opportunities for team members to contribute ideas and skills and maintain positive relationships amongst them Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Provide and clarify with team members on work-related information using appropriate communication techniques Communicate thoughts and feelings to justify a position and responsibilities assigned to team members and persuade and influence them Communicate to team members the importance and interdependence of each role and promote the benefits of diversity within the team Communicate and agree on individual and team goals and targets to be achieved Communicate team performance and related issues of concern to management and provide recommendations to address them Learning to Learn develop and improve one s self within and outside of one s area of work. Range of Application N/A Respond to criticism to provide possible resolutions and seek improvement (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. 23

24 Version Control Version Date Changes Made Edited by ES-IP-302G-1 1-Sep-16 Initial Version WDA 24

25 Skill Category Quality Skill Code FSS-QUA Skill Sub-Category (where applicable) Quality Management System Skill Supervise Quality Procedures Skill Description This skill describes the ability to apply, maintain and supervise internal quality systems and external suppliers at the workplace. It also includes reviewing procedures to provide solutions for quality improvement, identifying and selecting quality suppliers and developing and maintaining quality control record systems. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Quality standards, regulations, and customer requirements as references for assessing sources of quality assurance information and advice Applications of quality concepts to problem-solving and quality data collection and analysis Organisation's products and processes for quality system improvements Practical quality procedures and/or processes Systems within the workplace for applying quality outcomes Processes required for quality and continuous improvement Procedures to record and report quality non-conformities and issues Customer specifications for quality conditions and indicators Quality standards, regulations and customer requirements Need and means of selection of suppliers Quality goals and specifications Quality system documentation requirements and record keeping systems 25

26 Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Monitor quality of materials and equipment received from suppliers is closely to ensure organisational quality standards are met Evaluate and select quality systems of identified suppliers Identify, classify and store records required for reference and quality audits according to organisational guidelines Maintain records for the required period and archive according to organisational procedures and legislative requirements Audit records against predetermined criteria in accordance with organisational procedures and quality programmes,in accordance with organisational procedures Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Record and analyse statistical data on production runs Record and analyse statistical data on defects Recognise and compare historical data, future equipment use, production requirements and standard operating procedures to be job ready Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Document and communicate quality of materials to selected suppliers Discuss and document complaints procedures Note any discrepancies found and report in accordance with organisational procedures 26

27 Learning to Learn develop and improve one s self within and outside of one s area of work. Review quality procedures systematically to identify opportunity for improvement Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) International Quality Standards Version Control Version Date Changes Made Edited by FSS-QUA August 2017 Initial Version SSG and SPRING Singapore 27

28 Skill Code ES-JS-301G-1 Skill Category Workplace Safety and Health Skill Sub-Category (where applicable) N/A Skill Maintain Workplace Safety and Health Policies and Procedures Skill Description This skill describes the ability to administer a Workplace Safety and Health (WSH) system at the supervisory level. It also includes educating workers on WSH policies and procedures and implementing WSH programmes and risk control measures. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: The responsibilities of the workers and supervisors under the Workplace Safety and Health Act The roles and responsibilities of the Workplace Safety and Health Committee as stipulated under the Workplace Safety and Health (Safety Committee) Regulations Workplace Safety and Health Act and its subsidiary legislation Effective communication channels in the workplace Organisation business continuity plans Preferred ways to implement risk control measures Industry best practices in risk control measures Application and Adaptation perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Interpret relevant Workplace Safety and Health policies, procedures, programmes and related information in accordance with the Workplace Safety and Health Act and its subsidiary legislation Explain and provide the work group promptly with accessible information on the organisation s safety and health policies, procedures and programmes and types of emergencies in the workplace Explain and provide the work group information on the provision and proper use of personal protective equipment and safety devices on the machinery and equipment in the workplace 28

29 Explain and provide the work group promptly with accessible information about identified hazards, outcomes of risk assessment and dealing with emergencies in the workplace Execute the organisational emergency response and evacuation exercises, supervise and maintain order in the event of emergency at the workplace in accordance with the guidelines provided by the relevant regulatory requirements Monitor and document changes in workplace practices, procedures, safety and health management programmes, issues resolution and communicate with person(s) who may be at risk in accordance with the guidelines provided by the Workplace Safety and Health Act Identify and report hazards in the workplace and implement work procedures for risk assessment, risk control and emergency situation management in accordance with organisational procedures Participate in the investigation of emergency situations to identify their causes and maintain WSH management records in accordance with organisational procedures Monitor compliance to work procedures for risk assessment, risk control and emergency preparedness by the work group Assess the effectiveness in existing risk control measures and adequacy of resource allocation for implementation of risk control measures according to the hierarchy of control Report findings to designated personnel and use collective information from WSH records to identify hazards and monitor risk control procedures in accordance with organisational procedures Reassess changes in workplace practices or procedures to determine the mitigated risk level and document workplace risk control measures issues resolution in accordance with the guidelines provided by Workplace Safety and Health Act Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Resolve matters raised through consultation promptly or refer to the appropriate personnel for resolution, according to workplace procedures and make known the outcomes of consultation over WSH issues to workers promptly and accurately Implement control measures to prevent recurrence and minimise risks of emergency situations based on the hierarchy of control in accordance with organisational procedures 29

30 Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Implement and monitor procedures for WSH participation and consultation effectively to ensure workers have the opportunity to contribute Learning to Learn N/A develop and improve one s self within and outside of one s area of work. Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Explain the responsibilities of a general worker, which are: Working in compliance with the WSH Act Observing safe work procedures Reporting unsafe working conditions and work practices Reporting work-related incidents and/or accidents Explain the responsibilities of a Workplace Safety and Health committee, which are: Acting as an advisory body Identifying hazards and obtaining information about them Recommending corrective actions and monitoring results of implemented solutions Conducting accident investigations and workplace inspections Making recommendations to the management regarding actions required to resolve safety and health concerns Explain the responsibilities of a supervisory personnel, which are: Ensuring that worker uses suitable and adequate personal protective equipment, and handles appropriate and non-faulty tools and/or equipment Advising workers of potential and actual hazards and control measures 30

31 Taking every reasonable precaution in the circumstances for the protection of workers. Implementing and monitoring safe work conditions Implementing safe work practices and monitoring for compliance Interpret and explain the following Workplace Safety and Health policies, such as: Relevant provisions of the Workplace Safety and Health Act and its subsidiary legislation Participation and consultation Relevant Codes of Practice (CP) and Singapore Standards (SS) Interpret and explain the following Workplace Safety and Health procedures, such as: Work safety manuals Safe work procedures for risk control and dealing with emergencies Interpret and explain Workplace Safety and Health programmes and related information, such as: Programmes that promote safety and health Counseling and/or disciplinary processes Workplace Safety and Health training and assessment Workplace Safety and Health monitoring and inspections Workplace Safety and Health record keeping Interpret policies and procedures that can happen in the following contexts: Induction of new workers Consultation with Workplace Safety and Health personnel, and Workplace Safety and Health Committees Communicating to workers on hazards in the workplace as part of providing direct supervision to inexperienced workers Facilitating or conducting incident and/or accident investigation Explain to work group information about identified hazards, such as: Common workplace hazards (where applicable to the nature of business): o Electrical 31

32 o Mechanical o Chemical o Biological o Infectious disease outbreak (Avian flu, seasonal flu, etc) o Fire and explosion o Environment (econfined space, lack of ventilation, etc) o Faulty equipment o Faulty machinery and equipment safety devices o Working with sharp objects o Working at heights Poor housekeeping: o Untidy workstations o Improper storage Ergonomic issues: o Improper or awkward working postures o Improper lifting and carrying of things o Ergonomic stresses from repetitive work Explain information about outcomes of risk assessment to work groups, such as: Risk levels Appropriate control measures, in accordance to hierarchy of control Control measures incorporated in safe work procedures Provide information on the organisation s safety and health policies, procedures and programmes, hazards and outcomes of risk assessment in the following forms: Safety handbook Staff handbook Intranet Relevant websites Publications, journals, bulletins, and/or newsletters Leverage on communication channels, such as: Training Briefings Discussions Demonstrations Team meetings Announcements Written communications like newsletters, notice boards, website, etc., 32

33 Implement and monitor participation and consultations that are specific to the workplace, such as: Formal and informal meetings, which include Workplace Safety and Health Workplace Safety and Health Committees Workplace Safety and Health personnel Suggestions, requests, reports and concerns put forward by employees to management Workplace Safety and Health inspections Audits Risk assessment and control Emergency and evacuation exercises Identify workplace hazards and manage risk assessment activities, such as: Audits Workplace inspections Housekeeping Checking work area and/or equipment before and during work Job and work system assessments Reviews of Workplace Safety and Health records, including registers of hazardous substances, dangerous goods, results of environmental and health surveillance, sickness absence, etc. Maintenance of plant and equipment Purchasing of supplies and equipment, review of Safety Data Sheets (formerly known as Material Safety Data Sheets) and manufacturer/supplier information Identifying employee concerns Implement risk control actions, such as: Measures to remove risk at source Application of the hierarchy of control o Elimination of the risk o Engineering controls o Administrative controls o Personal protective equipment Consultation with workers and their representatives 33

34 Identify the role of designated personnel in WSH management: Supervisors Managers Workplace Safety and Health personnel Other persons authorised or nominated by the organisation or industry to: o Perform specified work o Approve specified work o Inspect specified work o Direct specified work Implement work procedures for dealing with emergency situations, such as: Fire or explosions Collapse of structures or equipment Hazardous chemical leaks or spills Biological hazards Infectious disease outbreaks Injuries Fatality Unconscious persons Identify and implement Workplace Safety and Health training, such as: Induction training Specific hazard training Specific task or equipment training Emergency and evacuation training Training as part of broader programs, for example, equipment operation Maintain workplace safety and health records, such as: Audits and inspection reports Health surveillance and workplace environmental monitoring records Records of instruction and training Manufacturers and suppliers information, including Safety Data Sheets (formerly known as Material Safety Data Sheets) and dangerous goods storage lists Hazardous substances registers Maintenance and testing reports Workers compensation and rehabilitation records 34

35 First aid and/or medical treatment records Assess the compliance to work procedures, which include: Safe work procedures Standard operating procedures for emergency situations Determine the effectiveness of the control measures, which include: Identifying new hazards introduced following implementation of control measures Reassessing process and/or activities to determine the mitigated risk level Assessing risk management procedures for any deficiencies Reviewing the risk assessment prior to any substantial change in processes and/or systems or following an incident Version Control Version Date Changes Made Edited by ES-JS-301G-1 4 August 2017 Initial Version SSG 35

36 Definitions of the Five (5) Domains Domain Definition Knowledge and Analysis Knowledge includes the gathering of facts and information through traditional and digital forms. Analysis involves the cognitive processing, integration and inspection of single or multiple sources of facts and information required to perform work tasks and activities and takes into consideration, the work contexts in which the tasks and activities are carried out. The result of knowledge and analysis produce judgements on work tasks/activities/issues/areas, and the conceptualisation of solutions to solve problems at work. Application and Adaptation Application involves the ability to perform work tasks and activities defined by the requirements of the occupation. Adaptation involves the ability to react to and manage the changes in the work contexts. The result of application and adaptation leads to the production of psychomotor actions and behavioural reactions to the work tasks/activities/issues/areas, and the execution of the planned solutions to solve problems at work. Innovation and Value Creation Innovation includes the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to the organisational goals. As a result of innovation, the organisation is able to reap the values from individual or team contributors to achieve organisational growth. Social Intelligence and Ethics Social intelligence includes the ability to appreciate and use affective factors in leadership, relationship and diversity management guided by professional codes of ethics as effective individuals or team contributors. Learning to Learn Learning-to-learn includes the ability to improve on self-development within and outside of one s area of work. It involves the continual inspection of one s knowledge, analytical, application, adaptive, innovative and social skills that are needed to perform the work optimally and/or solve problems effectively. 36