The Health and Safety Executive notes that “People who deal directly with the public may face aggressive or violent behaviour. They may be sworn at, threatened or even attacked.” This unit is about taking steps to protect yourself, and learners, from aggressive or violent behaviour, whether from other learners or third parties. The ‘Management of Health and Safety at Work Regulations 1999’ say that employers must assess the risks to employees and make arrangements for their health and safety by effective planning organisation control monitoring and review Therefore, it is assumed that any training organisation will have policies and guidance on how to deal with aggressive or violent behaviour. It is important that instructors understand what actions they can take to protect themselves and others, both to make sure that they are safe and that they comply with legal requirements and limits. Performance standards You must be able to
1. implement and comply with your organisation’s policy and procedures for protecting staff from the risk of violence at work
2. implement and comply with your organisation’s policy and procedures for protecting learners from the risk of violence during sessions
3. manage verbally or physically aggressive behaviour in ways that are consistent with best practice and legal requirements
4. take appropriate and timely action, in Knowledge and understanding requirements You must know and understand a. your legal responsibility to your wellbeing, safety and health in the workplace as set out in the relevant legislation for Health and Safety at Work b. the extent and limits of your obligation to protect learners from the risk of physical or verbal violence during sessions National standard for driver and rider training 24 of 32 www.gov.uk/dvsa/driving-standards line with your organisation’s policy and procedures, including stopping the session calling for assistance leaving the learning space if a learner’s behaviour puts you or others at risk
5. report details of any situation in which an actual or potential risk of aggressive or violent behaviour arises, in line with your organisation’s policy and procedures c. your organisation’s policy and procedures for the management of violence in the learning environment including stopping sessions summoning assistance leaving the learning space and how they apply to your role and level of competence d. how to interpret body language, and the importance of acknowledging other people’s personal space e. the impact of your own level of competence and attitudes and how they may trigger aggressive or violent responses f. the limits to your ability to protect yourself in potentially violent situations g. when and how you can safely interrupt behaviour which appears likely to result in violence h. how to record incidents in which a risk situation arises i. the importance of demonstrating consistent attitudes and behaviours in the management of violence in the learning environment so that messages being given in the overall learning programme are not undermined.
If you have a Fleet of Company Car Drivers you may want to look at how aggressive driving affects them.