Benchmark Training has developed and is now delivering an Integrated Safety-Based Behaviour training programme for front-line Supervisors working in the London North East (LNE) Route. The Supervisors have secondary roles as Route Safety Coaches with a remit to role-model, lead and inspire safe operational behaviours across the LNE Route.
As part of the Supervisors’ preparation for role, Benchmark has developed a bespoke package that involves a role learning day and a 1:1 role practical application day. The learning develops Safety-Based Behaviour underpinning knowledge including: risk awareness, challenging unsafe behaviour, communication and briefing skills, sharing best practice and supervising staff. The practical application involves a 1:1 coaching day where the Benchmark facilitator focusses upon further developing the safety leadership behaviours of the Supervisor in the work place.
Posts Tagged ‘Passenger Information’
Safety-Based Behaviour Training Programme for Network Rail Supervisors
Monday, June 23rd, 2014Passenger Information During Disruption Core Messaging (PIDD CM)
Wednesday, January 26th, 2011Amazingly it is now over three months since Benchmark Training Ltd delivered the first Passenger Information During Disruption Core Messaging (PIDD CM) Course to key Network Rail and Train Operating Company Information Staff. Since then the course has been run over 30 times in Control Centres across the country and has received overwhelmingly positive feedback from our delegates.
The aim of the course is ‘to discuss best practice in the application of Customer Service Level 2 (CSL2) arrangements during service disruptions in order to optimise the customer experience’, a critical area in which the industry has consistently underperformed in passenger feedback surveys. The course includes refreshers on key PIDD CM guidance such as the ATOC Approved Code of Practice, discussions on the wider implications of CSL2 in practice and on the formulation and dissemination of Core and Holding Messages and is presented in a predominantly workshop format peppered with practical exercises to encourage discussion and the spread of best practice.
We are delighted to report that in addition to delivering on its stated goals the programme has generated a bank of ideas and initiatives which should help to encourage the spread of a co-ordinated approach to PIDD CM across the industry. The need to spread a good understanding of PIDD CM best practice to all staff involved in the customer information cycle has also been highlighted repeatedly by delegates if a fully integrated approach to PIDD is to be realised within each operating company. Benchmark staff have enjoyed faclitating this engaging and timely course and in doing so have further developed their understanding of, and their rapport with, this fascinating and dynamic industry.