29th July 2011 0 comments

Breaking the language barrier to deliver better service

Like many London-based companies, our cleaning and security teams are culturally diverse, with staff coming from 5 out of 6 continents (though we have no objections to potential workers from Antarctica!). Although we have bi and even tri lingual service managers, it is impossible to have a manager who speaks each language and sometimes, communication can be a problem.

 Until now, we have been reliant on translation tools such as Google Translate to ensure our documents and guidebooks can be understood by everyone. But just like the comical examples of ‘Engrish’ seen on Japanese tourists’ t-shirts, we all know that as marvellous as these tools are, they are not foolproof.

Lost in translation?

 However, we have come up with a solution; the power of the motion picture. They say a picture is worth a thousand words but what about a film? We have now started the process of filming instruction videos and examples of best practise. By seeing clear actions and real-life examples of Dos and Don’ts, our support staff have the best chance of taking on board and retaining this important information. Best of all, this investment in time means we can cut down on paper forms,reduce the amount of administration hours spent on distribution and cut down on expensive travel, passing on the savings to our clients.

By Lauren Grest Filed in FM Intellect, News
22nd July 2011 0 comments

Are you prepared?

Imagine you discover a suspicious parcel. Would you know what to do with it? We all like to think we would phone the police and avert a crisis. However, as a nation fond of the understatement, the reality might be different. Conscious of wasting your company’s time or the police’s, you may be tempted to ignore it or perhaps deal with it yourself by whatever means. Most people would do anything to avoid being a nuisance or seeming to over-react to a situation. Perhaps more tellingly, nobody wants to think about terrorism. We comfort ourselves with the idea that it won’t happen to us. Yet as I write this, the Mi5 issued threat level is substantial, defined as “that an attack is a strong possibility.”

Businesses are fast-becoming a preferred target for terrorist groups with those working for international blue chip companies and financial institutions especially vulnerable.

Having participated in Project Griffin, Rollright ensure our facilities staff are prepared and fully-drilled in the event of a bomb threat, offering extensive training courses and regular refreshers for all front-line staff..

For those concerned about updating their security procedures, Mi5 has prepared the following advice for businesses:

“Identify all staff who could conceivably receive a bomb threat and ensure either that they are trained in handling procedures or at least have ready access to instructions – and know where these are kept. This applies particularly to hotels, hospitals, news agencies, public transport organisations, voluntary organisations and others offering any sort of emergency service. Switchboard operators should understand their important role in recording and communicating any bomb threat; they should be routinely familiar with procedures and rehearse them regularly.

  • Draw up, ideally with advice from your local police Counter Terrorist Security Advisor, a clear and accessible list of actions to take on receipt of a call. Ensure that it can be printed off and fixed to walls or desks so that staff can see it instantly.
  • Ensure that other staff mentioned in the action list, particularly security staff, are aware of their roles and that they or their deputies are always contactable.
  • Ensure that all staff, including night or temporary staff, are familiar with any recording, redial or display facilities, and that they know how to contact police and security staff in or out of hours.
  • Rehearse your bomb threat procedures as part of your evacuation procedures.”
By Mark Browitt Filed in FM Intellect, Health & Safety