Health and Safety
Management
Human safety mainly focuses on the safety of health,
hygiene and environment of all people, including
customers, employees and the management. Everyone
at a workplace, including employer, supervisor, workers,
employees and customers have the responsibility to
promote hygiene and safety.
At home, too, you must have experienced injury
due to hazardous tools, equipment and materials. For
instance, while working in the kitchen, your mother or
father might have at times hurt their finger with a knife.
Most of the units in an unorganised sector of retailing
do not follow basic hygiene or safety practices.
A retail outlet must not be harmful for customers.
Hazards associated with retail environment are often
thought to be low risk but accidents remain common
and can inflict significant extra costs on a business.
Session 1: Health and Safety Requirements
Meaning of health and safety
In terms of a retail store, it is the retailer’s responsibility
to ensure, as far as is reasonably practicable, the health
and safety of workers and others who could be put at risk
by the work of the business, such as customers, visitors,
children and young people, or the general public.
Definition of health
As defined by the World Health Organization (WHO), health is a “state of complete physical, mental, and social well-being, and not merely the absence of disease or infirmity’’.
Definition of safety
Safety is the state of being ‘safe’, the condition of being protected from harm or other non-desirable outcomes. Regular risk assessments should be conducted at retail stores to identify health and safety problems, and initiate necessary measures to eliminate or mitigate them as far as possible.
Health and safety requirements laid by the retailer and law
As a retail store owner, it is imperative to ensure that the retail space is safe for both customers and employees. It is always expected from every sales associate to identify and follow health and safety needs laid down by the retailer and the law, which are in place to act as a monitor to avoid all kinds of health or safety hazards.
Following are the factors to keep in mind while undertaking health and safety measures at a retail store: (a) Abiding by the law: A retailer has to show that he or she is following all safety practices in his retail store.
(b) Risk assessment: A risk assessment examines the hazardous conditions at a workplace to identify risks and implement measures to prevent or reduce the risks.
(c) Safety readiness from expected perils: As per the Health and Safety legislation, it is required to follow health and safety rules.
(d) Ergonomics: It is the science of matching a retail store’s requirements to the retailer’s capabilities. For example, if a retailer hires a weak person to lift heavy boxes for hours on end, there are more chances of risk injury to the employee due to poor ergonomics.
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(e) Air quality: Without inadequate ventilation, air starts to collect mold, fungus, bacteria or odours in a retail store. Law recommends installing machines that cycle fresh outdoor air and circulates it throughout the store.
(f) Visual inspection of premises: As per the law, it is important to visually inspect the store premises to ensure no hazards are visible, which include uneven flooring, spills and misplaced boxes.
(g) Crime: The retailer should install a surveillance camera in different parts of the store for safety purposes. Hiring a guard may also help monitor the store.
(h) Training: Employees of the retail store should be trained to tackle any situation inviting danger.
(i) Insurance: The retailer must get the retail store insured.
Ways to encourage colleagues to follow health and safety norms
Health and safety programme is a process for managing the prevention of work-related injuries and diseases at the workplace. Retailers have the responsibility towards employees to ensure their health and safety at the workplace (Fig. 5.1).
Rsponsibilitie of Worker
• Follow the health and safety requirements as per the job
• Ask for training before you begin work
• Immediately report
any injury to a first aid attendant or supervisor • Take the initiative and correct unsafe conditions immediately
• Make suggestions to improve health and safety standards
Employee's Responsibilities
• Provide a safe and healthy workplace
• Ensure employees’ training, and keep records of that • Provide a comprehensive occupational health and safety programme, including a written health and safety policy and procedure
• Initiate an immediate investigation into incidents • Provide adequate first aid facilities and services
• Provide personal protective equipment (PPE), where required
Responsibilities of Supervisor
• Instruct workers for safe work procedures
• Ensure that only authorised and trained workers operate tools and equipment or
hazardous chemicals
• Ensure that equipment and materials are properly handled, stored and
maintained correctly
• Enforce health and safety requirements
• Train and check that your work is being done safely • Inspect the workplace for hazards
Fig. 5.1 Health and safety responsibilities of co-worker
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Sales Associate – Class XI
Following are the ways to encourage colleagues to follow the health and safety norms:
(a) Create a plan: An employer should identify hazards at the workplace and take steps to minimise them, develop a safety plan and tell all colleagues to ensure their safety and what is expected from them.
(b) Workplace inspection: Colleagues get encouraged if equipment and tools are checked and the workplace is inspected on a regular basis. They take safety practices seriously.
(c) Training: All employees should be trained adequately and encouraged to follow health and safety practices.
(d) Supervision: Supervision is required to ensure that all colleagues perform their job properly and safely. They should understand that if they do not follow instructions, they will not only endanger their safety but also be held liable for an incident, which could have serious consequences.
(e) Informal communication: Meet the staff and colleagues regularly and encourage them to share health and safety ideas for improving safety at the workplace.
(f) Discharge health and safety responsibilities at workplace: The retailer should try to integrate health and safety with all work process at the workplace, and provide guidelines that define the health, safety and security measures, as well as, the required action and responsibility for execution with the vision of an injury-free organisation.
Activity 1
A field visit to observe health and safety practices at a retail store
Material required
Checklist, notebook and pen or pencils
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Procedure
1. Form a group of five students.
2. Ask them to visit a retail store or a mall located in your area. 3. Greet and interact with the store manager.
4. Tell him or her the purpose of the visit and take permission for visiting the store.
5. Interact with the employees and ask the following questions. Write their replies in 100 words.
(a) How do you maintain the health and safety in your retail store?
(b) What are the safety measures for the security of a retail store?
(c) What are the ways to encourage your co-workers to adopt health and safety measures?
6. Identify the areas which require health measures. 7. Observe the safety equipment and collect the details. 8. Discuss the findings with your friends, teachers and retail authorities.
9. Prepare a report and submit it to your teacher.
Check Your Progress
A. Fill in the blanks
1. _______________________ is a process for managing the prevention of work-related injuries and diseases at the workplace.
2. ______________ is a “state of complete physical, mental, and social well-being, and not merely the absence of disease or infirmity’’.
B. Multiple choice questions
1. Without proper ventilation, air in retail store starts to collect ___________________.
(a) mold
(b) fungus
(c) bacteria or odour
(d) All a), b) and c)
2. A risk assessment examines the _____________ conditions at a workplace
(a) uneven flooring
(b) spills
(c) misplaced boxes
(d) hazardous
Sales Associate – Class XI
C. State whether the following are True or False 1. Employees at the retail store need not be trained to tackle any situation inviting danger.
2. Ergonomics is the science of matching the retail store’s requirements to the retailer’s capabilities.
D. Short answer questions
1. What is health?
2. Define safety.
3. State the requirements by a retailer for maintaining health and safety standards.
4. Discuss ways to encourage colleagues to follow health and safety norms.
E. Check your performance
1. Demonstrate practices for maintaining health and safety conditions at a retail store.
2. List the steps of health and safety requirements laid down by the retailer and law.
3. List the ways to encourage colleagues to follow health and safety norms.
Session 2: Equipment and Material Risk for retail stores
There can be a number of unforeseen situations, which may pose potential threats for a workplace and workers at a retail store. These are called ‘risks’, which if not handled properly, can turn into emergencies. Emergencies can be natural or manmade. These include events, such as climbing accidents, electrocution, road and fire accidents, machine injuries, etc. An emergency can cause physical or environmental damage. It can also disrupt retail business operations.
Types of potential risks at a retail store
Slips, trips and falls, lifting and carrying heavy loads, and standing for long periods of time are some of the ways that may injure retail workers at work.
(a) Risk of musculoskeletal injuries (sprains and strains): Lifting, carrying, pushing or pulling heavy loads can put workers at risk of serious injury. Workers are at risk from lifting and carrying injuries, particularly, when a load is too
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heavy, it is difficult to grasp. When handling heavy loads, the physical effort is strenuous and the workers are required to bend and twist. Injuries and conditions can include muscle sprains and strains, injuries to muscles, ligaments, intervertebral discs and other structures in the back, and injuries to soft tissues, such as nerves, ligaments and tendons in the wrists, arms, shoulders, neck or legs.
(b) Risk while using power tools and equipment: The employee may be required to use power tools if he or she works in a hardware store or a business, such as a bicycle or furniture shop where his or her job involves assembling products. Power tools can be extremely dangerous if not used correctly. Common accidents associated with power tools include abrasions, cuts, lacerations, amputations, burns, electrocution and broken bones.
Some other risks which turn into emergencies at retail store include
• Gas leaks
• Explosions
• Snake bite or poisoning
• Electrocution
• Equipment failure
• Emergencies requiring evacuation
• Hazardous substances and chemical spills • Internal emergencies
• Serious injury events or medical emergencies • Bomb threats
• Hostage situations or terrorism
Risk assessment is the keystone for effective management of health and safety.
Types of equipment and material used in stores for health and safety
Following are the types of equipment and material used in retail stores for health and safety:
Sales Associate – Class XI
(a) First aid kit: It is the basic thing required when an injury occurs with employees at a retail store. (b) Equipment for preventing and extinguishing small fires: Many things, including heating system, discarded cigarettes, electric appliances, poor housekeeping or improper storage of chemicals can start fires. Quick action can prevent a small fire from becoming uncontrollable. Fire extinguishers are commonly used at retail stores. It must be available and the retail staff should be trained how to use it. They must be of the correct type for the hazard:
Type A – for combustibles
Type B – for flammable or combustible liquids Type C – for electrical equipment
Type ABC – for general fires
(c) Smoke detector: A smoke detector is a device that senses smoke, typically as an indicator of fire. Commercial security devices issue a signal to a fire alarm control panel as part of a fire alarm system.
(d) Floor markers: Floor marking is the process of using visual cues, such as lines, shapes, and signs on floors to make a space easier for people to navigate. These cues divide spaces, highlight hazards, outline workstations and storage locations, and convey important safety or instructional information. Floor markers are often part of a larger visual communication system that includes wall signs and labels like ‘Caution Wet Floor’.
(e) Personal protective equipment: Employers have duties concerning the provision and use of personal protective equipment (PPE) at work. PPE protects users against health or safety risks at work. It can include items, such as safety helmets, gloves, eye protection gear, high-visibility clothing, safety footwear and safety harnesses. It also includes respiratory protective equipment (RPE).
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Dealing with risks at retail outlets
Occupational Health and Safety (OHS) is an area concerned with protecting the safety, health and welfare of people engaged in work or employment.
Following are the actions to deal with health and safety risks at retail stores:
(a) Training: The retailer must train employees on how to use personal protective equipments. (b) Written certification: It is given to employees as a proof upon acquiring formal training required to deal with risks. The certificate contains: • Name of employee trained
• Date(s) of training
• Subject of the certification
(c) First aid: In case of health emergency at the workplace, the injured person should be given immediate attention and first aid before medical help arrives.
(d) Avoiding electrical hazards: To deal with electrical hazards, the retail workers should inspect the wiring. All electric boxes should be covered. All switch boxes and circuits should be labelled.
(e) Avoiding musculoskeletal injuries: To deal with musculoskeletal injuries (sprains and strains), it is advised that employees should avoid long periods of repetitive movement, take micro
breaks and change positions. They should avoid awkward positions and use an adjustable chair. (f) Avoiding risks related to lifting: For preventing injury due to lifting, it is suggested that retail workers lift smaller loads, by planning and adjusting weight distribution ahead of time. (g) Avoiding the risk of slipping: To avoid slips, it is advised to wear fitting, non-slippery footwear. The walkways and work areas should be clear of boxes and other material. Any spill should be reported to the person responsible for getting it cleaned and placing a floor marker till it is cleaned.
Sales Associate – Class XI
(h) Avoiding the risk of falling: To avoid risks related to falling from a height, it is recommended to use a stepladder rather than crate to reach items placed at a height.
(i) Avoiding risk related to power tools: To avoid risks related to any tool or equipment, if it is operating, it is recommended not to walk until it comes to a complete stop.
(j) Avoiding risk of shoplifting and robbery: It is always advised to put all equipment related to security and surveillance in place and make sure that notices are placed. The store must be well lit, and a check must be kept on anyone who may be watching the store or loitering in or around it. Keeping a security guard will help avoid the risk of robbery and shoplifting.
(k) Safety data sheets: To avoid all other risks the retailers must hand out safety data sheets to their staff or put those on the notice board.
Use of equipment with manufacturer’s instruction
It is mandatory that an equipment at the retail store is always used as per the manufacturer’s instructions in order to understand its operations. In a retail store, the following are the reasons to follow the manufacturer’s instructions.
• Manufacturer’s instructions provide information about the controls and wearing protective equipment to protect against hazards associated to a machine or equipment.
• By reading the instructions and information provided by the manufacturer, retailers can potentially save their amount.
Hence, we can say health and safety of workers in retail business are important aspects for an organisation’s smooth and effective functioning. Good health and safe performance ensures an accident-free environment.
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Activity 1
A field visit to observe the equipment or material for health and safety practices at a retail store
Material required
Checklist, notebook and pen or pencils
Procedure
1. Form a group of five students.
2. Ask them to visit a retail store or a mall.
3. Meet the store manager and greet him or her.
4. Tell him or her the purpose of the visit and take permission for visiting the store.
5. Interact with the employees and ask the following questions. Write their replies in 100 words.
• What are the types of risk faced by the retail outlet? • What type of equipment and material are used for health and safety of a retail store?
• How do you deal with risks in a retail organisation? • How do you use safety equipment in a retail organisation? 6. Identify the equipment which require health and safety instructions before use.
7. Observe the safety equipment and collect details about the equipment.
8. Discuss the findings with your friends, teachers and retail authorities.
9. Prepare a report and submit it to your subject teacher.
Check Your Progress
A. Fill in the blanks
1. ___________________ may disrupt retail business operations.
2. A __________________ is a device that senses smoke, typically as an indicator of fire.
B. Multiple choice questions
1. Risks which turn into emergencies at a retail store include ___________________________.
(a) uneven flooring
(b) spills
(c) misplaced boxes
(d) All (a), (b) and (c)
Sales Associate – Class XI
2. Contact with electrical equipment can cause _________________________.
(a) shock
(b) trip
(c) slip
(d) None of the above
3. _______________ is a type of equipment and material used in retail stores for health and safety.
(a) Knife
(b) First aid kit
(c) Hammer
(d) Bat
C. State whether the following are True or False 1. There can be a number of unforeseen situations that never are potential threats.
2. Quick action cannot prevent a small fire from becoming uncontrollable.
D. Match the columns
Column A Column B
1. Used for small injuries 2. Kept as a word of caution
3.Used for preventing and extinguishing small fires
4. Used for protecting from harm
Notes
5. Personal protective equipment
E Detects smoke or fire
E. Short answer questions
1. Discuss the various types of risk in a retail organisation.
2. Explain the various types of equipment and material used
to deal with risks.
3. How should a retailer deal with risk?
F. Check your performance
1. Demonstrate the usefulness of various safety accessories
used in a store.
2. How to select equipment for common safety and health
concerns and problems in given situation.
Session 3: Dealing with Accidents
and Emergencies
Most retail stores are well-run and provide a safe haven
for shoppers. Store owners do everything they can to
make their stores hazard-free and as safe as possible
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for their customers. Unfortunately, with thousands of customers coming and going in retail stores every day, there are bound to be accidents and injured customers or workers.
Reasons for accidents in retail stores
There are many reasons for accidents inside a retail store that can be hazardous to the customers. The reasons are as follows:
• Leaky ceilings may cause wet spots on floor • Narrow walkways
• Uneven floor conditions
• Unexpected fire, accidents may take place owing to power short-circuits
Thus, we find that retail stores are prone to accidents and the retailers have to take precautions to avoid such accidents.
Meaning of emergencies
Emergencies refer to a dangerous or serious situation like an accident that happens and needs immediate action. An accident may lead to emergencies. A retailer is expected to take remedial steps in emergency conditions.
Emergency conditions
There are a number of emergency conditions occuring in a retail store, which may cause threats to the store, employees and customers. These emergency conditions may emerge owing to manmade mistakes or sometimes they are natural. The various emergency conditions occurring in a retail store are as follows:
• Explosion
• Insect bite
• Rat menace
• Electrocution
• Slip down
• Equipment failure
• Extreme environmental conditions — summers, winters, rainy, windy, lighting, etc.
Sales Associate – Class XI
• Hazardous substances and chemical or acid spills • Loss of power, water supply, structural collapse • Bomb threats
• Robberies and shootings
These emergencies shall lead to immediate attention and actions by the retailer. He or she must always be alert to undertake remedial measures to tackle these emergency situations.
Dealing with accidents
Injuries can be the result of several different types of dangerous situations in retail stores. However, if an accident occurs at the retail store, the incident must be recorded in the ‘accident book’, if required as per the rules of the store. The management may need to check such records to grant sick or accident pay. Accidents can be dealt with by
• developing an initial plan,
• calling for help,
• contacting the doctor,
• changing the layout of facility/store, or • updating emergency procedures.
Emergency
There are many types of emergencies that can occur during what started out as a ‘normal day’ in retail. A retailer is responsible for ensuring that when an emergency occurs, the required procedures are in place to deal with the situation. Not planning for these events now could result in someone being injured later. An emergency is an unplanned critical event that could cause serious injury, illness, death and property damage.
A retailer or employees of a retail store must not panic during emergencies but remain calm, check for any other danger, protect themselves first and the injured persons from fire, explosions or other hazards, treat most life-threatening problems like bleeding or shock first, check for broken bones, and if someone has injured their spine do not move the person, and do call emergency services like fire brigade or hospital, if required.
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Emergency action plan
Due to the speed with which emergencies occur, it is important that the retailer responds appropriately. To do this, every retail store should have emergency response procedures based on its occupational health and safety (OHS) policies. The retailer must ensure that every staff member is aware of the action plan. While developing an emergency action plan a retailer must conduct a hazard assessment.
An emergency action plan must communicate the following:
• Procedures for emergency evacuation, including type of evacuation and exit route assignments • Procedures to be followed by employees who
remain to operate critical operations before they evacuate
• Procedures to account for all employees after evacuation
• Procedures to be followed by employees performing rescue or medical duties
• Means of reporting fires or other emergencies • The name or job title of every employee who may be contacted by employees who need more information about the plan or an explanation of their duties under the plan
Recognise when evacuation procedure starts
A retailer wishes no emergency or disaster takes place in retail store. Accidents and emergencies can occur with anyone, anytime and anywhere. A disorganised mass departure or evacuation results in injury and property damage. That is why, when developing and following emergency action plan, keep the following points in mind:
• Conditions in mass departure
• A clear chain of command in the store
• At many places, an ‘evacuation warden’ is there to assist others in evacuating and to account for personnel
• Specific evacuation procedures, including routes and exits, are posted at accessible points for all employees
Sales Associate – Class XI
• Procedures for assisting staff with disabilities • Retail staff must be capable enough to recognise when evacuating themselves
The retailer procedures for evacuation
The retailer procedures for evacuation include the following points:
• During emergency, local officials order to evacuate the premises. In some cases, they may instruct all employees to switch off water, gas and electricity supply points.
• If there is an alarm, listen attentively and follow whatever official orders are received.
• In other cases, a specially designated person within the store should be responsible for making the decision to evacuate or shut down operations.
• Protecting the health and safety of the retail staff and customers.
• In case of a fire, immediately evacuate to a predetermined safe area.
• Assessing a situation to determine whether an emergency exists.
• Supervising all efforts, including evacuating personnel.
• Coordinating with emergency services like medical and fire departments and inform them when necessary.
• Shutdown of plant operations directly.
Activity 1
A field visit to know how to deal with irate customers Material required
Checklist, notebook and pen or pencils.
Procedure
1. Form a group of five students.
2. Ask them to visit a retail store or a mall.
3. Meet the store manager and greet him or her.
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4. Tell him or her the purpose of the visit and take permission for visiting the store.
5. Interact with the employees and ask the following questions. Write their replies in 100 words.
Questions to the retailer
• Are your customers irate with your working style? • When do they get irritated?
• What are the reasons behind their irritation?
• How you deal with irate customers in a retail organisation? 6. Discuss the findings with your friends, teachers and retail authorities.
7. Prepare a report and submit it to the subject teacher.
Activity 2
Prepare a chart on company procedure for evacuation Material required
Notebook, pen/pencils and drawing sheet.
Procedure
1. Form a group of five students.
2. Ask them to visit a retail store or a mall.
3. Meet the store manager and greet him or her.
4. Tell him or her the purpose of the visit and take permission for visiting the store.
5. Interact with the employees and ask questions about the company procedure for evacuation. Write their replies in 100 words.
6. Discuss the findings with your friends, teachers and retail authorities.
7. Prepare a chart on the findings and present it in the class.
Check Your Progress
A. Fill in the blanks
1. Unexpected fire accidents may take place owing to power _______________.
2. ________________ refer to a dangerous situation, such as an accident.
3. Accidents may lead to emergencies and need immediate ___________________ of the retailer.
4. The retailer is expected to take _____________________ steps in emergency conditions.
5. Emergency situations are ______________________________. Sales Associate – Class XI
B. Multiple choice questions
1. Extreme environmental conditions include ______________. (a) summer heat
(b) cold
(c) wet
(d) All (a), (b) and (c)
2. Which of the following is an emergency condition in retail outlets?
(a) Electrocution
(b) Slip down
(c) Equipment failure
(d) All of the above
3. To deal with an accident it is important to instantly _____________.
(a) develop an initial plan
(b) declare holiday
(c) send letters
(d) None of the above
4. Emergency conditions in retail include _________________. (a) explosion
(b) insect bite
(c) rat menace
(d) All of the above
C. State whether the following are True or False 1. An accident, which takes place in retail stores, may lead to an emergency.
2. A sales associate should protect himself or herself and the injured person from fire, explosions or other hazards. 3. During an emergency, local officials order to evacuate premises.
D. Short answer questions
1. What are accidents?
2. How are accidents in retail dealt with?
3. How to recognise when evacuation procedure starts? 4. Discuss the company procedure for evacuation.
E. Check your performance
1. Demonstrate how to deal with irate customers. 2. Prepare a chart on company procedures for evacuation.
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Session 4: Reporting Accidents and Emergencies
Meaning of reporting
Reporting and recording of accidents and emergencies are legal requirements for a retail store.
The retail store must, therefore, notify the relevant local authority of work-related deaths or certain work related injuries. Reporting involves
1. instructing employees to call the police, fire or medical emergencies,
2. listing emergency phone numbers and asking the employees to report all non-emergency issues also,
3. posting emergency phone numbers on the notice board at retail stores,
4. information about accidents and ill health, and 5. developing solutions for potential risks.
Legal policies and procedures for retailers: Accidents and emergencies
The retail stores need to plan for emergencies and special procedures need to be formulated by retailers in addition to the adoption of provision of relevant laws. The emergencies should be attended to immediately. Quick and effective action by retailers may help ease the situation and reduce or avoid the consequence and loss of property and life. Therefore, the retail store staff must be trained and be competent enough to tackle the emergencies.
Procedure and legal requirements
Normally, the retailers have to follow the following procedures when an emergency and accidents situations arise:
• First aid should be made available to reduce seriousness of injury.
• Notify accidents or emergencies to the store supervisor.
• Restrict entry in the danger zone to avoid risk of harming others.
Sales Associate – Class XI
• Warming alarms should be activated to alert the staff and customers in the store.
• Fire extinguishers should be used as per their operating procedures.
• Concerned officials like ambulance, fire brigade and police should be informed about emergencies and accidents.
• Call the emergency services and guide them to reach retailer’s premises.
• Make use of emergency lighting and exit doors to reach a place of safety.
• Alert people who are trained to meet the emergencies.
System of reporting accidents and emergencies to right persons
It is important to report to the relevant enforcing authority — employers, or in certain circumstances others who control or manage the premises and keep records — of injuries, accidents and emergencies about:
• work-related deaths,
• work-related accidents which cause injuries to the retail staff, and
• injuries to customers in a retail store.
In this way the accidents and emergencies are reported in a retail store.
Activity 1
A field visit to know the retailer’s procedure of reporting accidents and emergencies
Material required
Checklist, notebooks and pen or pencils
Procedure
1. Form a group of five students.
2. Ask them to visit a retail store or a mall located in your area. 3. Meet the store manager and greet him or her.
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4. Tell him or her the purpose of the visit and take permission for visiting the store.
5. Interact with the employees and ask questions about the retail procedure of reporting accidents and emergencies. Write their replies in 100 words.
6. Discuss the findings with your friends, teachers and retail authorities.
7. Prepare a report and submit it to the subject teacher.
Activity 2
Role-play on reporting accidents and emergencies to the right persons.
Material required
Notebook, pen or pencils and drawing sheet
Procedure
1. Divide the class into groups of three each.
2. Ask them to perform the following activities in a retail lab. Role-play situation
A customer enters a retail store to buy some goods but suddenly slips on the floor and gets injured on the head. Now, try to explain how a trainee associate will deal with the accident and report to the higher management.
Role of students
1st student: Customer
2nd student: Customer trainee associate
3rd student: Store manager
3. Finish the role-play within the time allotted to you. 4. Discuss the learnings from the activity and points to be covered.
5. Share your views before and after the role-play activity.
Check Your Progress
A. Fill in the blanks
1. ____________________ and recording of accidents and emergencies are legal requirements for a retail store.
2. ____________________ is used to reduce the seriousness of an injury.
3. ____________________ danger area to avoid risk of harming others and then attend emergency cases.
B. State whether the following are True or False 1. Fire extinguishers should be used as per their operating procedures.
Sales Associate – Class XI
2. Competent people who are trained to meet the emergencies need not be alerted.
C. Match the columns
Column A Column B
1.cause serious injuries to workers
2.reduce the seriousness of the injury
3. trained to meet the emergencies
4. fire extinguishers
5. Competent people E activated to alert the staff and customers in the store
D. Short answer questions
1. What is the meaning of reporting?
2. Discuss the retailer procedures for dealing with accidents and emergencies.
3. What is the system of reporting accidents and emergencies to the right person?
E. Check your performance
1. Demonstrate the procedure to deal with accidents and emergencies.
2. Perform a role-play on reporting accidents and emergencies to the right persons.
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