Page 807 - Xmo Strata - Bulletin Archive

Checklist
In addition to your normal health and safety training, please use this checklist:

1. If possible, arrange your work schedule to keep dispensers open during peak times or periods of
tension.

2. If closing a dispenser may lead to vehicles queuing on to a dangerous road, or may cause other
risks, contact your line manager (the site may have to be closed, or the work rescheduled). On
no account should we be responsible for increasing an existing risk.

3. Assess the situation on the forecourt with the senior site representative.

4. Consider ALL the risks when carrying out your last minute risk assessment before beginning
work. Given these circumstances, this may include factors which are unusual or exceptional.

5. Continue to conduct last minute risk assessments at frequent periods, and in the event of any
changes.

6. Always be courteous to members of the public, even if they are not being courteous to you.

7. Don’t do anything to aggravate the situation – ‘manage’ things sensitively, and at all costs,
avoid situations which are likely to lead to anger / conflict. For example, if a member of the
public has queued for an hour to get to a pump and you close it, in front of them, just as they get
there (and they have no option to join a queue for another pump), you are obviously risking
conflict. If closing the pump is unavoidable, begin the process further down the queue and help
people to access other pumps; talk to them, explain why it is unavoidable, be extremely
diplomatic, make it clear that you are doing your best to help them. Keep your voice calm.

The public may not always behave well in these situations but remember, we are our dealing with
our own customer’s customers! Your patience and restraint may be tested but it is essential that all
employees conduct themselves with absolute professionalism, even in the face of provocation. This
will not only help our customers to deal with a difficult situation, which is commercially important
to the company, but ultimately, it will help us as well.

Dealing with difficult people
The overwhelming majority of crews took part in a course about ‘dealing with difficult people’ in
2011. Please fall back on that training. We have attached a bullet point reminder of some of the
most important elements of that course, as they relate to this situation.

If the strike does go ahead…
You are reminded that section 4.1.1 of the Health and Safety Manual contains a Business
Continuity Plan which will be implemented in the event that the tanker drivers do eventually go on
strike and fuel is genuinely restricted.
The policy refers to further details which will be given as and when the problem arises and the
specific challenges we face become clearer.