Asbestos awareness refresher learning guide · the power point presentation ‘Asbestos awareness, refresher training’ which is available to be read on line or to be printed from

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Asbestos awarenessRefresher learning guide

Mandatory Training

WelcomeThis learning guide is a resource which can be used for individual Partners to complete the refresher training required annually for Asbestos awareness.

Contents 1 Using the notes . . . . . . . . . . . . . . . . . . .Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 1

2 Asbestos awareness. . . . . . . . . . . . . . . .Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 2

Partnership Policy . . . . . . . . . . . . . . . . . . . . . . . . . . page 2

Aims . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 2

Technical slides and notes . . . . . . . . . . . . . . . . . . . page 3

3 Customer service . . . . . . . . . . . . . . . . .Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 21

Customer service slides and notes . . . . . . . . . . . page 23

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1 IntroductionUsing the guideThis learning guide is designed to be an additional resource to the power point presentation ‘Asbestos awareness, refresher training’ which is available to be read on line or to be printed from a link on the same web page as this guide.

You will have attended an asbestos awareness course within the fi rst year of starting your new role or in the last 18 months if you are a longer serving Partner. This learning guide is designed to use as a refresher which you go through each year to ensure you remain fully aware of the potential risks of asbestos and where you might fi nd it. It reminds you of the Partnership’s policy and procedure for dealing with any potential situation which may involve asbestos. It also looks in some detail at the skills that you will need when speaking with the customer.

The guide includes the slides that form the presentation and so can be printed off and read independently. It follows the same order as the powerpoint presentation so the two should be

compatible with each other. It may be that you are able to attend a refresher training session in your branch in a more traditional ‘classroom’ type situation in which case the powerpoint is more likely to be used. However you may be reading this yourself online or elsewhere having printed it from the Horizons website. Your branch can also get copies printed in booklet form if you would like, Details of how to do this are available towards the back of the guide.

However you do the training, your line manager will need to sign it off and update your Record of mandatory training card to confi rm you have received the training and are competent in this area.

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2 Asbestos awareness

IntroductionThe Partnership use ESG Asbestos Ltd for the delivery of Asbestos awareness training and this is the company who would have delivered your initial training. This refresher training is a compressed version of the original presentation with guidance notes to support it.

Partnership PolicyThe partnership is quite clear with its policy in regard to Partners working with asbestos, the quote below is from the Branch Operating Procedure (BOP).

‘John Lewis does not allow Partners to fi t any item where they may deliberately or knowingly penetrate asbestos containing materials’ (ACMs).’

AimsThe aims of the training are to inform and remind you of the potential dangers of asbestos and where you might fi nd it.

To raise your awareness of the correct procedure by looking at both the (BOP) and the site survey form.

To look at our legal statement and help you to think about the skills you need to deliver the message effectively to the customer should you need to. Also, some general on tips on body language, tone and how to build rapport with the customer.

3ESG Asbestos LimitedESG are the company that John Lewis have chosen to work with as a consultancy who carry out all asbestos related tasks throughout John Lewis.

What is asbestos?It is a naturally occurring silicate mineral which is mined from the ground. Only Fibrous asbestos is used commercially. Once mined it is processed into asbestos containing materials (ACMs) such as Floor tiles, Insulating board and Cement products).

Chrysotile (white asbestos) was used until it was banned in 1999. Any property constructed prior to the year 2000 has the potential to contain ACMs.

Asbestos Awareness refresher training for Partners working within customers’ properties

• It is a naturally occurring silicate minerals mined from the ground.

• Fibrous Asbestos.

• Non-Fibrous Asbestos.

• Fibres are mined from the ground and processed into asbestos containing materials.

• In the UK Asbestos has been used in building materials until it was

banned in 1999.

Introduction – What is Asbestos?

4Asbestos types This table shows the six types of Asbestos, which group they belong to and their percentage of usage.

All types of asbestos are classifi ed as Category 1 carcinogen, which means that it is a substance capable of causing cancer. All types of asbestos have the potential to cause an asbestos related disease.

Amphiboles are extremely dangerous, Serpentine is only slightly less dangerous than amphiboles.

The 3 most frequentenly used asbestos types within the UK were Chrsysotile (White), Grunerite (Amosite- Brown) and Crocidolite (Blue). The other types were rarely used in the UK

The second photograph on the second slide shows airborne Chrysotile fi bres. They are very curly and smooth and very strong. They can be spun into thread and woven into cloth. They are resistant to acids, heat and are excellent thermal, electrical and acoustic insulators. Chrysotile makes up 90% of all commercially used asbestos.

Asbestos Type Asbestos Group % Of World Supply

Chrysotile (White) Serpentine 95%

Grunerite (Amosite - Brown) Amphibole 5%

Crocidolite (Blue)

Anthophyllite

Tremolite

Actinolite

Introduction – Asbestos Types

• Chrysotile (White): Serpentine Asbestos

Introduction – Serpentine Asbestos Type

Chrysotile in its raw form 800 times magnification of airborne Chrysotile fibres

5Amphibole GroupThe top left hand photograph shows Amosite/Grunerite (Brown), once mined from the ground in its raw form, it is then processed into an asbestos containing material.

The large right hand side image shows airborne Amosite fi bres. Amosite/Grunerite has sharp needle like fi bres which are easily split and Crocidolite fi bres which are fl exible, small and elastic. Both these types of asbestos belongs to the Amphibole group.

Amosite fi bres have moderate tensile strength, and resistance to acid, Crocidolite fi bres have very good chemical stability, very high tensile strength and very high thermal stability.Amosite makes up 3% and Crocidolite 6% of all commercially used asbestos.

Also within the Amphibole group are Fibrous Anthophyllite, Fibrous Tremolite and Fibrous Actinolite. These are less commonly found but are required to be reported on the laboratory results when the sample is analysed.

The different properties of asbestos are listed on the bottom slide.

• Grunerite {Amosite} (Brown) & Crocidolite (Blue) : Amphibole asbestos

Introduction – Amphibole Asbestos Types

800 times magnification of airborne Amphibole fibres.

Grunerite {Amosite} (Brown) in its raw form mined from the ground.

Crocidolite (Blue) in its raw form mined from the ground.

Introduction – Properties of Asbestos

Above shows Gauntlets made from 100% Chrysotile (White) Asbestos.

Asbestos: Is a fibrous silicate mineral which:

• is a good thermal insulator,• is stable at high temperatures,• is a good electrical insulator,• is a good sound insulator,• is a good chemical absorbent,• as good chemical resistance,• has high tensile strength,• has long flexible fibres,• does not degrade,• was CHEAP,•is incombustible • is a Category 1 Carcinogenic.

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Health Effects of Exposure to Asbestos

• Over 4000 people a year die from asbestos related diseases in the UK, making asbestos exposure the nation’s largest occupational health risk in terms of deaths. Asbestos related deaths are expected to peak in 2016 at around 5000 deaths per year. More people a year die from asbestos related diseases than in road traffic accidents .

• Three main asbestos related diseases

Asbestosis is a scarring of the lung tissue which restricts breathing. Dose related disease ,It is generally associated with high level exposure over a prolonged period.

Mesothelioma is a cancer of the cells that make up the lining around the outside of the lungs – the pleura. Unlike asbestosis, mesothelioma is believed to NOT BE DOSE RELATED.

Lung Cancer is a malignant tumour of the lungs air passages. Asbestos is second, only to smoking, as the UK’s main cause of lung cancer. In the UK, asbestos accounts for 2–3% of male lung cancer deaths.

• If location is proven of exposure then only if one of the diseases above is contracted are you able to claim compensation. This is often difficult for contractors to remember or know where and who employed them at time of their exposure. Many self employed trades work in several locations and sites

• Those occupations currently most a risk of encountering asbestos and developing mesothelioma in the UK are widely recognised as those in the building and allied trades.


Why is it Dangerous?

• Inhalation of asbestos fibres can lead to asbestos related lung diseases - mainly cancers.

• Diseases can take 10 - 60 years to develop.

• Responsible for over 4,000 deaths per year.

• Kills more people than any other single work related illness.

Health effects of exposure to asbestosOver 4000 people a year die from asbestos related diseases in the UK, making asbestos exposure the nation’s largest occupational health risk in terms of deaths.

Asbestos related deaths are expected to peak in 2016 at around 5000 deaths per year. More people a year die from asbestos related diseases than in road traffi c accidents.

Asbestos related dieases cause 1% of all male deaths in the EU, this number is rising.

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• Asbestosis

• Lung Cancer

• Mesothelioma

• Cancer of the Larynx• Other Cancers

• Asbestos Warts

• Pleural Plaques

Health effects of exposure to asbestosA list of the different asbestos related conditions that could be caught as a result of exposure to ACMs

This slide takes a look at the locations of asbestos related diseases within the body

How can we stop the possibility of ill health?

By reducing people’s exposure to airborne respirable asbestos fi bres


8Health effects of exposure to asbestosOther asbestos related conditions (benign)

Showing the link between smoking and being exposed to asbestos fi bres.It shows that smokers who are routinely exposed to asbestos fi bres have a far greater chance of contracting asbestos related diseases


Other Asbestos Diseases (benign)

• Asbestos corns or warts - implantations under skin through cuts or wounds - analogous to ‘blue scars’ of miners. Can be painful and disfiguring but not fatal.

• Pleural plaques / Diffuse pleural thickening: -Evidence of exposure but not necessarily painful. -May lead on to development of mesothelioma.

• Pleural effusions


Relationship between smoking and being exposed to Asbestos

Mortality rateDeath rateSmokerAsbestos worker

x 53601.6YesYes

x 11122.8YesNo

x 558.4NoYes

111.3NoNo

Asbestos and Lung CancerAsbestos and Lung Cancer(Lung cancer death rates per 100,000 person per (Lung cancer death rates per 100,000 person per year)year)

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Crocidolite (Blue) asbestos was used in the manufacture of Kent cigarettes within the filter! Blue fibres are visible within the picture below.


•Asbestosis (2009) 189• Lung Cancer 2000• Mesothelioma (2009) 2321

• (Road Traffic Accidents) 3500• (AIDS – 1996) 1200• (AIDS – 1998) 250

UK Mortality Rates

Health effects of exposure to asbestosAs cigarettes introduced fi lters in the early fi fties, one manufacturer went further and introduced the ‘micronite fi lter’ which included blue asbestos (crocidolite) in the fi lter. The effects of asbestos were not well known at this time and the manufacturers thought that the introduction of the micronite fi lter would enhance the protective abilities of the fi lter and help to protect the public from the dangers of smoking.

Huge marketing campaigns saw sales increase until some negative publicity led the makers of Kent Micronite Cigarettes to commission two separate studies using electron microscopy to show that no Blue Asbestos fi bres were entering smokers’ lungs. Unfortunately the studies revealed the opposite.

The Chart shows asbestos related disease fatalities exceeds 4500 which is more than road traffi c accident fatalities. This shows that over 10 times more people die from Mesothelioma than Asbestosis

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Licensed ACMs High Risk of Fibre Release

• Sprayed coating used as fire protection - 55 to 85% asbestos.

• Spray applications used until 1974 (Industry Voluntary Ban).

Typical locations and uses of ACMsThe image taken from the guide which is called: ‘HSG264 Asbestos: The Survey Guide’ shows what type of asbestos could potentially be found within a building. The list is not exhaustive as there are more than four thousand items produced which contained asbestos including domestic household items but it was mainly used in the construction industry. The likely areas are not clear on the slide but they are;1. Air conditioning products2. Textured coatings3. Floor tiles, textiles and composites4. Sprayed coatings on walls, beams and columns5. Asbestos insulating board (AIB)6. Lagging7. Loose asbestos in ceiling or fl oor cavity

Licensed ACMs, high risk of fibre releaseSprayed coatings applied with hoses under pressure sprayed to the sub-structure of buildings for fi re protection. It can be found to the underside of car parks and steel frame structures, any areas where fi re protection was needed.

Typical Locations and Uses of ACM’s

Asbestos was contained within over 4000 products the vast majority of these were construction material but several were used in household products such as Fire Balnket s and iron board pads

Externals: roofing –felt, corrugated cement sheets imitation slates, soffits, fascias, gutters, downpipes, hoppers cladding, canopies, Chimney and boiler cowls, damp proof course.

Internals: flooring, boxing, partition panels, door linings, ceiling linings, radiator heat deflectors, window sills ,boxing, decorative coatings, paper felt and cardboards, paints, coatings (sprayed and non sprayed), pipe insulation, gaskets, fuse carriers, rope, sink pads, cable packing, flue pipes, fire blankets.

This list is not exhaustive.

Image taken from HSG264 Asbestos The Survey Guide

Insulating board to ceiling

Asbestos content 16-40%. Manufacture

ceased in 1980

Thermal insulation as hard set, hand applied

lagging. Asbestos Content 6-85%, due to adhoc

mixtures. Phased out in 1970s(Industry Voluntary

Ban)

Insulating board boxing to columns and beams


Licensed ACMs, high risk of fibre releaseThermal Insulation was available in lengths of pre-formed sections and bends were hand applied when materials were mixed up on site to form a wet plaster consistency. They could then be hand applied to all pipework, boiler, calorifi res and other items throughout boiler rooms within buildings. They were also used in ships and submarines.

Insulating Boards were used in many different materials and locations as these images show. The insulating Boards were used for their fi re protection, thermal and acoustic insulation, resistance to moisture movement and general building board. As they were used as a general building board they could have been used anywhere eg: Boxing in pipework or patch repair to ceiling. Although not required for insulating, fi re or thermal acoustic properties insulating boards were still used as they were readily available.

Crocidolite (Blue), Grunerite/Amosite (Brown) and Chrysotile (White) asbestos were all used within these materials.

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1212

Insulating board beading to fire door

Damaged DIY Insulatingboard to fire door

Insulating board sandwiched in timber fire door, viewed from

above

Amosite/Grunerite – Brown Asbestos and Crocidolite – Blue Asbestos was banned in 1985


The fi nal image shows a picture from above a door showing the timber face and insulating board behind. The door construction is timber fi rst on both sides, then asbestos insulating board with timber in the middle. So the door will look like timber construction from both sides. Caution should be taken when working on the door’s locks or handles or when cutting the door.

All of the previous asbestos containing materials shown are licensed. This means that these materials can only be worked on by licensed contractors who have obtained a licence from the HSE. This requires a form to be sent detailing all works and a 14 day notifi cation period before any work can start.

All licensed asbestos works require the attendance of an independent United Kingdom acrreditation service (UKAS) analytical company to carry out an air test and to complete the 4 stage clearance. They then issue the certifi cate of re-occupation to confi rm the asbestos has been removed and the air is clean.

Insulating board was also used within doors. The fi rst picture shows the Insulating board beading around the glass window panel. The next picture shows a DIY fi re door; the owner has purchased sheets of insulating board and screwed to both sides of the door to give it its fi re rating. These doors are not compliant with the fi re regulation and are susceptible to damage as the exposed face of the board is prone to damage through contact from from prams, suitcases, and the board itself hitting the door frame. These situations could lead to fi bres being released when the board is disturbed.

1313

Wall cladding, rain water goods-hopper, down pipe and capping.10 to 15% Chrysotile(White)Asbestos.

Industrial cement roof sheeting have contained Crocidolite between 1950–1969 and Amosite between 1945–1980. Also Chrysotilehas been used up until 1999 in the manufacture of asbestos cement.

Damaged flat cement sheet,10 to 15%Chrysotile (White) Asbestos.

Cement Products - Medium Risk of Fibre Release

Cement Products - medium risk of fibre release The next few slides show ACMs which are non-licensed. This means that a licensed contractor is not required by law to work with the material but the operatives must have ‘working with non-licensed material’ training, insurance to cover working with ACMs, personal protective equipment and respiratory protective equipment.

Cement products are very common and were manufactured with Portland cement as a base with the asbestos added then poured into moulds of any shape and size.

Profi led corrugated sheets which were used for roofi ng and wall cladding. Flat sheets were used for walls, panels, shuttering, soffi ts, canopies for agriculture buildings , sheds , pre-fabricated garages, coal stores. Pre-formed products were fl ue pipes, underground water pipes, soil stacks, guttering, downpipes, cowls.

Unsealed Cement Flue Pipe to boilers, these were made in various sizes.

Unsealed Cement water tank within domestic cupboard, also installed within loft voids.

Painted Cement bath panel.

Cement Products - Medium Risk of Fibre Release

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Non Licenced ACM’s

Decorative textured coating (Artex) – 2 to 5% Chrysotile Asbestos was added up to 1984.

Low Risk of Fibre Release

Woven insulation flash guards - 100% Chrysotile Asbestos.

Medium Risk of Fibre Release

Woven asbestos (Cloth) as fire blanket - 100% Chrysotile Asbestos.

Medium Risk of Fibre Release

Non Licensed ACM’sTextured coatings were used extensively throughout buildings and were common within domestic housing. It could be applied in many different designs such as swirls, rainbows or stipple etc. These designs could be applied to ceilings, walls, underside of stairs, boxings etc.

It was manufactured until 1984 although Chrysotile was not banned until 1999 so may be found in properties built until 1999.

Cloth or woven asbestos has several uses. It was used in the following items:

sheets for fi re blankets•

fi re proof balaclavas for racing drivers,•

complete overalls for fi re protection,•

fl ash guards to contain fl ash within ceramic fuse holder•

aprons,•

blacksmiths gloves, •

fi re curtains used within theatres•

fl exible gaskets to metal ducting•

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Non Licenced ACM’s – Low Risk of Fibre Release

Reinforced plastic toilet cistern

Bituminous sink pad Thermoplastic / PVC floor tiles

1-25% asbestos content - Used until 1999

Chrysotile (White) Asbestos was banned in 1999

Non-licensed ACMs medium risk of fibre release Ropes were used for gaskets on Safes, ovens and old style hinged cooker lid seals. These products contained Crocidolite (Blue asbestos) and Chrysotile (white asbestos) initially but just the latter after was used after 1970.

Reinforced plastics were used for window sills and toilet cisterns. These plastics usually contain 1-10% Chrysotile asbestos. Some amphiboles were used within toilet cisterns and added to car batteries to provide improved acid resistance Bituminous products include pads to the underside of sinks and drainers to prevent noise from taps, roofi ng felts to roofs and the underside of roof tiles. Asbestos containing bitumen adhesive was used to adhere fl oor tiles, including non-asbestos tiles, and paquet timber fl ooring. Damp proof course to walls was also known to contain asbestos.

Floor tiles were also common within buildings especially domestic properties. These tiles were made in several colours, they are harder and more susceptible to breaking. They can contain up to 25% Chrysotile.

Reinforced plastic window sillsup to 25% Chrysotile Asbestos content

Woven asbestos as rope gasket - 100% Chrysotile Asbestos

Licensed ACMs Medium Risk of Fibre Release

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Legislation

• Statutory Acts:

• Health & Safety at Work Act 1974

• Control of Pollution Act 1974

• Environmental Protection Act 1990

Safety Legislation (1)

The following slides show the Acts and Regulations governing Asbestos, To prevent prosecutions these must be adhered to.

Legislation

• COSHH (Amendment) Regulations (2004)

• Control of Asbestos Regulations (2012)

• Special Waste Amendment (Scotland) Regulations (2004)

• Hazardous Waste (England and Wales) Regulations (2005)

• Construction (Design & Management) Regulations (2007)

• Management of Health and Safety at Work Regulations (1999)

• RIDDOR (1995)


Health and Safety at Work act 1974Health and Safety at Work Act (HASAW) 1974 is enabling legislation and provides a framework for the issue and enforcement of key health and safety and workplace legislation.

To comply with the above employers must:

Assess risks within the workplace and that are a result of • working practices or processes.

Mitigate the risks by putting in place risk controls and • constantly reviewing their effectiveness.

Communicate the risk assessment and management plan to • all persons that could conceivably be affected by the risk.

The Control of Asbestos Regulations 2012 is the key legislation governing asbestos risk management and is secondary health and safety legislation.

To avoid prosecution it is essential to follow and understand all Health and Safety Regulations.

Different types of safety legislation are listed on the slide opposite.

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• Non-Statutory Guidance.

• Approved Codes of Practice.

• HSE Guidance Notes.

• MDHS Methods for Determination of Hazardous Substances.


Legislation

Guidelines produced for Dutyholders or Appointed person with Asbestos responsibility to assist in compliance to Regulations and Acts

LegislationThere are various guidelines produced to support the Duty holder or appointed person with responsibility for asbestos to help them enusre they are complying with the regulations.

Approved code of practiceThis slide lists what an ‘approved code of practice’ would need to consist of for a dutyholder or appointed person to be seen to be compliant.

Status of an Approved Code of Practice

• Not a legal (statutory) requirement.

• Standard by which a prosecution would be judged.

• Must comply with the standard or better,

• or not reasonably practicable (if applicable).

•‘Guilty until proven innocent’.

Legislation

• Provide information on the location and condition of asbestos in the premises to all persons liable to disturb them

All branches have a minimum of a Management (previously Type 2) Survey. All known ACMs are re-inspected within 12 months to record the condition of ACMs in location.

All JLP Asbestos information is available online 24/7 via the Aconex website .

Regulation 5 (CAR 2012) Regulation 5 (CAR 2012) Identifi cation of Asbestos.

Regulation 10 (CAR 2012) Regulation 10 (CAR 2012) Information, Instruction and Training.

All persons who are liable to disturb asbestos during their normal everyday working activities, or who supervise or influence such work, must have suitable asbestos awareness training. Those Partners who fall into this category are:

Leadership Teams•

Steering Groups , Heads of branch•

Branch Maintenance Managers, Maintenance operatives •

Control of Asbestos Regulations 2012The Control of Asbestos Regulations 2012 (CAR 2012) came into being on April 6, 2012, superceding the previous act from 2006

These are the main aspects of the regulations affecting John Lewis:

Regulation 4 (CAR 2012)Regulation 4 (CAR 2012)Duty to Manage Asbestos in Non-Domestic Premises.Dutyholders have clear obligations to ensure compliance.

Locate asbestos and determine its condition•

Compile a written record of the location and condition and • keep up to date

Assess the risk posed by ACMs•

Develop and action a risk management strategy•

• Monitor, review and update the register and plan and have arrangements in place to ensure compliance

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19Project Managers, Architects, DCMs, MOMs, OMM’s•

Furnishing fabrics estimators and fitters

EHT fitters

Home design consultants

Visual Merchandise Partners

Business Protection Partners

Change works co-ordinators, Systems Support

Under Regulation 10, Asbestos awareness training must be carried out with an annual refresher.

Regulation 11 (CAR 2012) Regulation 11 (CAR 2012) Prevention or Reduction of Exposure to Asbestos.

Regulation 15 (CAR 2012)Regulation 15 (CAR 2012) Arrangements to Deal with Accidents, Incident and

Emergencies.

Regulation 16 (CAR 2012) Regulation 16 (CAR 2012) Duty to prevent or Reduce the Spread of Asbestos.

20

JLP Policy & Management Procedures(All information available on JL net)

• John Lewis Partnership partners will not undertake any work with Asbestos.

• JLP will maintain an accurate Asbestos Register.

• Information contained in the Asbestos Register will be made available to all employees, health and safety representatives and contractors, as necessary. The company shall ensure that the Asbestos Register is readily available and brought to the attention of all contractors prior to the commencement of any building related works.

• It is not the intention of the company to allow any partner to deliberately or knowingly penetrate any Asbestos Containing Material (ACMs) and that a suitable and sufficient assessment of asbestos risk is undertaken before all works .

JLP Policy and Management Procedures

• John Lewis Partnership support the HSE advice that ACMs should be identified and managed until the building is refurbished or demolished.

• Any work involving the removal or repair of asbestos or asbestos containing materials will be carried out by a licensed contractor in conformance with the Control of Asbestos Regulations 2012.

• Adequate planning shall be given to large-scale maintenance and refurbishment schemes in order to allow a comprehensive asbestos inspection and removal programme to be undertaken.

John Lewis Policy and management proceduresThese slides are extracts from John Lewis policy and management procedures. All John Lewis procedures are adhered to, so that all Partners are protected and to prevent Partners working with any asbestos containing materials,

21

3 Customer Service

IntroductionJohn Lewis prides itself in delivering the highest levels of customer service. You have read and reminded yourself about what asbestos is, the potential dangers and where it may be located both in commercial and domestic property. This section focusses on two key areas:

Information about the procedure for identifying suspect • ACMs and the Partnership’s policy and procedure as laid down in the Branch Operating Procedure (BOP)

The procedure to use when speaking with the customer and • some tips and supporting resources to help Partners when speaking to customers at their property

The slides from the powerpoint presentation are on the left hand side of the page with the notes that accompany them on the right.

This guide can be read on line, printed off and read at

another time or used as supporting notes when delivering the presentation in a classroom type enviromment.

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2323

Asbestos awarenessRefresher training (Partnership policy and customer service)

1. Provide information to enable Partners to feel confident with the procedure for identifying suspect materials and to understand the Partnership policy and procedure as laid down in the Branch Operating Procedure (BOP)

2. To understand the correct procedure to use when speaking with the customer and develop the skills to be able to deliver the message in a calm and assured manner.

Aims

The John Lewis policy is clear that it does not expect or allow any partner to deliberately or knowingly work with any Asbestos Containing Materials (ACMs).

2424

What are the Other RisksWhat are the Other Risks

•• What other risks do you What other risks do you think there are?think there are?

•• TradeTrade

•• Customer serviceCustomer service

•• ReputationReputation

RisksThis summary of risks reminds Partners that the actual risk is very low

Other risksHowever in dealing with our customers there are other risks to consider. These could be damage to trade, customer service and our reputation if we are seen to have not dealt with a situation effectively

Summary of RisksSummary of Risks

•• The likelihood of finding asbestos is very lowThe likelihood of finding asbestos is very low

•• Asbestos is only found in 10% of homes in the UK.Asbestos is only found in 10% of homes in the UK.

•• A large proportion of those homes are social housing.A large proportion of those homes are social housing.

•• Asbestos found in UK homes has the lowest content 2Asbestos found in UK homes has the lowest content 2--5%5%

•• Any house built after Any house built after 20002000 will not contain asbestoswill not contain asbestos

Branch operating procedures (BOP)It is important to read and be aware of the branch operating procedure . To fi nd the BOP follow the pathway indicated on the slide or go to the mandatory training section of the mandatory training site and look in: Branches/Specialist/ and fi nd the section on ‘Asbestos awareness’ where there is a link to the BOP.

Addressing the customerIf the estimator fi nds something when doing the site survey then they should address the situation at this stage. It is important that the customer is spoken to at the earliest opporunity

2525

Branch Operating Procedures (BOP)Branch Operating Procedures (BOP)

• There is a BOP that sets out the procedure for filling out an on site survey

• The path for getting to it is Johnlewis/BOP&Retailsupport/Workrooms/Home Furnishings/Completing an asbestos site survey

• Please take time to look at this page so you are comfortable with the Partnership procedure

When is the appropriate time to speak with the When is the appropriate time to speak with the customer?customer?

•• At the time of estimating At the time of estimating ––Estimators, HDSEstimators, HDS

•• At the time of fitting (prior At the time of fitting (prior to physical work starting) to physical work starting) ––Partner FittersPartner Fitters

2626Procedure for Estimators and FittersProcedure for Estimators and Fitters

Assess the area we are fitting to and Assess the area we are fitting to and fill in the site survey/check the site fill in the site survey/check the site surveysurvey

If you do not suspect asbestos If you do not suspect asbestos continue as usual continue as usual

If you suspect asbestos, can you find If you suspect asbestos, can you find an alternative fixing that avoids an alternative fixing that avoids suspected area. If estimating make suspected area. If estimating make sure the fitting notes are clear for sure the fitting notes are clear for fitterfitter

If no alternative is possible then If no alternative is possible then inform customer using our legal inform customer using our legal statement.statement.

When back in the office, record in When back in the office, record in the department asbestos log. Write the department asbestos log. Write the postcode and house number the postcode and house number only.only.

Procedure for Estimators and FittersOnly look at the area we will be disturbing during the fi t. If we are fi tting to the wall or in the recess and the room has a textured ceiling it’s fi ne, we are not touching the ceiling.

Site survey formThe survey form needs to be completed on every visit. The form on the slide is an example of a completed survey form. A blank form and the one pictured are also available to look at on the JLP net page where the BOP is found. There is also a link to this page in the specialist training sec-tion of the mandatory training site on Horizons.

2727

Our legal statementThis statement has been worked in by the legal department and it is important that Partners deliver this message exactly as it is written

Delivering the messageThink about how the customer is likely to react to the message. They could be upset , disappointed, angry, worried or any of these things.

How should you be when delivering the message? These are some suggestions CalmClearly spokenFriendly but using a clear tone

Delivering the messageDelivering the message

• When you deliver the statement to the customer?

• How are they likely to react?

• A number of different reactions are quite likely

• How do you think you should deliver the message?

Our Legal StatementOur Legal Statement

If you suspect there is asbestos this what you need to say to If you suspect there is asbestos this what you need to say to the customer.the customer.

'The work required involves an area that we think may have 'The work required involves an area that we think may have materials that could contain asbestos and so unfortunately materials that could contain asbestos and so unfortunately we cannot continue working. we cannot continue working. We suggest you contact your We suggest you contact your Local Authority Environmental Health Department.' Local Authority Environmental Health Department.'

We cannot deviate from this statementWe cannot deviate from this statement

2828The whole messageThe whole message

•• Some research has been done on Some research has been done on body language and it has been body language and it has been found that in general the message found that in general the message that we receive from another that we receive from another person is made up from the person is made up from the words we use, the tone of our words we use, the tone of our voice and the body language we voice and the body language we display when delivering the display when delivering the message.message.

•• 7% words, 7% words,

•• 38% tone of voice38% tone of voice

•• 55% from our body language 55% from our body language including facial expressions.including facial expressions.

The whole messageThis research has been well documented but is an interesting reminder about what a key part our body language and tone of voice play in getting the right message across

Tips- Body languageSome helpful reminders about things to be aware of which may detract from the message you are trying to get across

Tips Tips -- Body languageBody language

•• Stand up straight ensuring that you are not leaning on anything,Stand up straight ensuring that you are not leaning on anything, this this presents a confident image.presents a confident image.

•• Try to stand still and not move around on the spot or fidget. AgTry to stand still and not move around on the spot or fidget. Again by ain by maintaining your posture and position, you relay confidence and maintaining your posture and position, you relay confidence and your your attention can be focussed on the customer and what they are sayiattention can be focussed on the customer and what they are sayingng

•• Make eye contact with the customer to communicate that you are Make eye contact with the customer to communicate that you are actively listening to themactively listening to them

•• If you are holding something in your hand like a clipboard or pIf you are holding something in your hand like a clipboard or pen, put it en, put it down somewhere and adopt an open stance.down somewhere and adopt an open stance.

•• As the customer is speaking, nod occasionally and use facial expAs the customer is speaking, nod occasionally and use facial expressions ressions to demonstrate that you are listening and empathise with the custo demonstrate that you are listening and empathise with the customertomer’’s s views. However, it is important to be aware that your facial expviews. However, it is important to be aware that your facial expressions ressions need to match what you are saying as they can easily give a confneed to match what you are saying as they can easily give a conflicting licting message. message.

2929Tone of VoiceTone of Voice

•• ItIt’’s not what you say, but the way that you say its not what you say, but the way that you say it

•• Similar to body language, your tone of voice can either Similar to body language, your tone of voice can either reinforce or undermine your words. It is important to reinforce or undermine your words. It is important to convey reassurance, confidence and demonstrate that you convey reassurance, confidence and demonstrate that you care through your tone of voice.care through your tone of voice.

•• You need to speak clearly but conversationally. You should You need to speak clearly but conversationally. You should come across assured but not as if you are addressing a hall come across assured but not as if you are addressing a hall full of people.full of people.

•• Try to change the pitch of your voice so that it is not all on Try to change the pitch of your voice so that it is not all on one level. one level.

Tone of voiceThink about how you would deliver the message. How would it sound if you said it in the different ways described below?AngrilyBoredSadlySincerely.Confi dentlyNervously

Which way would you consider to be the most effective?

To summarise this section, it is important to remember how important the way you come across is. 93% of the message received is not in the words themselves. However, don’t wait to apply this theory. You should be aiming to build rapport with the customer from the beginning. This will help with any further conversations you need to have.

30Resources to support youResources to support you

•• Horizons websiteHorizons website

•• LEAPLEAP

•• PProvide Solution limited in this caserovide Solution limited in this case

•• Body language Body language jobaidjobaid card also usefulcard also useful

Resources to support youThere are a number of resources to help you on the Hori-zons website.

The acronym LEAP stands for Listen, Empathise, Apologise and Provide a solution. It is used as a method for dealing with complaints but is also relevant for you to help you think about how you can speak to your customers

Provide a solution has some relevance but you are limited in this case to suggesting the customer calls in the local authority environmental health department. Once the area is deemed clear we can go ahead with the work

This slide provides a summary of the key points covered in the jobaid cards. There is a link to these jobaid cards on the web page in ‘Specialist training’ where this resource is also located

Please take the time to have a look at these resources to remind yourself of the LEAP process which you may fi nd useful as a guide to use when speaking with a customer.

Key things to bear in mindKey things to bear in mind

•• Actively listen, let the customer speak and donActively listen, let the customer speak and don’’t feel tempted to t feel tempted to interrupt.interrupt.

•• Remove distractionsRemove distractions

•• Try to see things from the customerTry to see things from the customer’’s perspective and dons perspective and don’’t take t take anything personallyanything personally

•• Try to build rapport with the customer and let them know that yTry to build rapport with the customer and let them know that you ou understand how they feelunderstand how they feel

•• Apologise for how they may feel about the situation but not abouApologise for how they may feel about the situation but not about the t the situation itselfsituation itself

•• The only way forward is for the customer to obtain advice from tThe only way forward is for the customer to obtain advice from their heir local authority environmental health department.local authority environmental health department.

31Useful StatementsUseful Statements

•• What types of things can you say which What types of things can you say which will help you when speaking with your will help you when speaking with your customer?customer?

Useful StatementsUseful Statements

•• I understand you are feeling concerned, speak to the Local I understand you are feeling concerned, speak to the Local Authority Environmental Health Department and they will Authority Environmental Health Department and they will be able to advise yoube able to advise you

•• I am unable to answer your question, the local Authority I am unable to answer your question, the local Authority Environmental Health Department will have more Environmental Health Department will have more informationinformation

•• I am sorry I do not have sufficient information to answer I am sorry I do not have sufficient information to answer your questionyour question

Useful StatementsIf you had to deliver our legal statement, there is every chance that the customer would have a lot of questions about it. Unfortunately you are not able to say anything and can’t answer any questions.

These slides ask you to think to yourself about what could be said to the customer in these situations to address them politely while explaining that you are unable to give any more information.

Practise saying the statements on the second slide in a confi dent and assured manor. Then try it as if you were feeling nervous and again if dis-interested and notice the difference. Practise the calm, assured voice again so that you feel confi dent to deliver this to a customer if necessary

32Summary of RisksSummary of Risks

•• Asbestos is only in 10% of homes in the UK.Asbestos is only in 10% of homes in the UK.

•• A large proportion of those homes are social A large proportion of those homes are social housing.housing.

•• Asbestos found in UK homes has the lowest Asbestos found in UK homes has the lowest content 2content 2--5%5%

•• Any house built after 1999 will not contain Any house built after 1999 will not contain asbestosasbestos

SummarySummary

•• Likelihood of finding asbestos is very lowLikelihood of finding asbestos is very low

•• Always use the official statement Always use the official statement

•• The The BOPsBOPs are there to support you are there to support you

•• Be aware of how you deliver the message to the customer. Be aware of how you deliver the message to the customer. Your body language and tone must match.Your body language and tone must match.

•• There are resources to support you available on the There are resources to support you available on the Horizons websiteHorizons website

SummaryThese two slides contain a summary of the risks of asbestos and then a general summary of this part of the training.

If you have any questions about anything you have read in this refresher guide please ask your Line Manager in the fi rst instance. If the question is of a technical nature you can refer to the asbestos consultancy. Their details are...................

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Produced by: Learning & Development, John LewisName of document: 28819Date modifi ed: 6 June 2012 12:50 PM

Documents

Asbestos awareness refresher learning guide · the power point presentation ‘Asbestos awareness, refresher training’ which is available to be read on line or to be printed from