Commercial Training Overview.

The information below will give you an overview of the training you will undertake during your commercial training period

Company Induction Day

This will be your introduction day to Stena Line. We will look at the company history, its route network, vision, strategy and values. During the day we will cover the company policies and complete as much of the administrative paperwork as possible.

Level 2 Food Safety in Catering

You will be taken through either a Highfield Awarding Body for Compliance or CIEH Level 2 Food Safety in catering course . You will learn the importance of Food Safety, Temperatures, Personal Hygiene and Cleaning. You will also look at common causes of food poisoning and foodborne illness and how we can minimise the risk of these occurring. As this is a certified course you must successfully complete an exam at the end of the course to receive a certificate.

Level 2 Allergen Awareness and Control

Allergens is a growing concern in the food and hospitality industry and so you will undertake a half day course in this subject, going deeper into the subject matter to understand our legal responsibilities under the law, and how to communicate the information required by our customers. You will also learn the differences between an allergy, an intolerance and coeliac disease. At the end of the course you will under take an exam and those who are successful will receive a CIEH level 2 Certificate in Allergen Awareness.

Level 2 Manual Handling

We will look at the correct methods of manual handling and our responsibilities under law. We will also look at how injuries can easily occur and what areas are most greatly affected. At the end of the course you will under take an exam and those who are successful will receive a CIEH level 2 Certificate in Manual Handling.

Customer Sales and Service Standards

We will go through the standards expected from an employee of Stena Line at all points of our customer’s journey. You will be introduced and taken through our customer touch points. We will look at face to face customer service and the importance of both verbal and non-verbal communication. We will introduce you to our Customer Experience Model (CXM) including the behaviours and points of contact we must get right every time.

COSHH – E-learning 

You will look at the obligations of both the company and the individual to ensure that in circumstances where chemicals are used, they are used correctly in line with COSHH regulations. On completion of the course you will sit an exam. If you successfully complete the exam you will be issued with a COSHH certificate.

The above is a brief overview of the content covered within the commercial training. You will receive a full training breakdown for your specific training timeframe from the Irish Sea HR Training Partner.

Onboard Sales and Services (OSS)

At Stena Line we constantly strive to provide the best possible experience for our customers. In order to do this we need to ensure our customers receive the best service experience.

This can only happen by displaying the right behaviours and taking every opportunity to deliver a service that matches and where possible exceeds the customers expectations.

Our Customer Experience Model highlights the behaviours and points of contact that are essential to our delivery of great service for the customer. The CXM looks at 3 essential behaviours, 5 points of contact and how the “Big Little Things” can make a difference for our customers.

Please click on the link below to learn more and to go through our CXM nano learning.

NanoLearning

In order to deliver a great service, we must understand the standards of service we are expected to achieve every time. At Stena Line we have developed a company wide set of service standards. If we provide a consistently good service then we build loyalty with our customers and gain return custom.

Please click on the nano learning links below to go through an introduction to our standards.

Service Standards Introduction

https://go.nanolearning.com/ViewActivity?da=2233946&key=hrQSZRtu9vWe0wbe&mode=1

Service Standards

https://go.nanolearning.com/ViewActivity?da=2273757&key=xn9QrWl25J2zkwgH&mode=1

Service Standards Resource Library

https://go.nanolearning.com/ViewActivity?da=2257479&key=QxwKk0SQk7MWiYCU&mode=1

Service Standards Checklist and Personal Development Record

https://go.nanolearning.com/ViewActivity?da=2273758&key=1EJ6c1jBki6UzAmt&mode=1

CXM and Service Standards Summary Exercise

https://go.nanolearning.com/ViewActivity?da=2292292&du=15206211&key=yJYMFIBPuvAjFydN&mode=1

The manual can be accessed either inside or outside of the work environment should you wish to learn more about the required standards in our service areas.

To access the manual please follow the steps below.

Whilst onboard you can access the app via this URL without password:

http://ssm.stenaline.com

When not onboard, use the same URL and “SSMreader” as username.

The current password is: passionforservice21.2

In order to deliver the best service service we must engage with our customers whenever possible.

Please clink on the link below to go through our Customer Engagement nano learning.

https://go.nanolearning.com/ViewActivity?da=2432717&key=53LVcc75LfhWklsY&mode=1

Sales through service is Stena Lines approach to creating increased sales through the delivery of great service.

Please click on the link below to go through our Sales through Service nano learning.

https://go.nanolearning.com/ViewActivity?da=2457643&key=BL5B13XMHuT1nPVr&mode=1

While we strive to deliver the best service experience for our customers, sometimes we may not meet their expectations or our delivery is below our normally high standards. If we get it wrong it is important that we acknowledge this and do our very best to resolve the situation as quickly as possible.  To help us with this we have developed our Problem Resolution Process.

Please click on the link below to go through our PRP nano learning.

https://go.nanolearning.com/ViewActivity?da=2324965&du=15206211&key=yJYMFIBPuvAjFydN&mode=1

STCW/Safety Training

STCW are the global safety training standards developed for the maritime industry. Every seafarer is required to hold the STCW basic certification. click on the tabs for each course listed below to gain an understanding of what are the requirements are within each course.

Information regarding your Safety/STCW/Familiarisation and  job Shadowing will be supplied to you from our Manning department.

Duration                       0.5 Day Course

Location                       TBC

Certifying Authority      MCA

Course Description:

If you are planning on working out at sea you need to obtain an STCW certificate and Personal Safety & Social Responsibility (PSSR) forms part of your basic safety training. This course is designed to give all persons intending to go to sea a basic induction in safety procedures and accident prevention while familiarising them with the employment conditions and working environments on board merchant vessels. In order to obtain your STCW certificate, you need to sit a short exam at the end of the course.

This course includes:

• Background knowledge
• Shipboard organisation/general shipboard terms
• Emergency procedures
• Observe safe working practices
• Understand and take necessary actions to control fatigue
• Pollution prevention
• Shipboard duties and responsibilities
• Social responsibility

Entry Requirements:

There are no pre-requisites for this course.

Duration                       1 Day Course

Location                       TBC

Certifying Authority      MCA

Course Description:

STCW Personal Survival Techniques course is designed to form part of the mandatory basic safety training for seafarers. The aim of the course is to provide seafarers with the basic essential knowledge, understanding and proficiency to protect and maintain their own and others safety at sea in accordance with international regulations.

The course provides both a practical and theoretical mixture of training with a short exam at the end.

The course content includes:

• Main types of maritime emergencies
• Types of life-saving appliances
• Survival craft
• Equipment in survival craft
• Location of personal life-saving appliances
• Principles of survival during a maritime emergency

Here’s what the practical session covers:

• How to don a lifejacket
• How to safely jump from a height into water
• How to right an inverted raft whilst wearing a lifejacket
• How to swim whilst wearing a lifejacket
• How to board a survival craft from the water whilst wearing a lifejacket
• What initial actions you need to take when boarding survival craft
• How to operate survival craft equipment

Entry Requirements:

The learner must be at least 16 years of age to complete the STCW Personal Survival Techniques course. In exceptional circumstances where a learner is physically able and fit they may be able to complete the training course prior to their 16th birthday. In this case, candidates should hold a valid UK ENG1 medical certificate or equivalent as an indicator of fitness. Parts of the course are of a physical nature so you must complete a Medical Self Declaration Form prior to the start of training.

Please note The PST course is supervised by fully qualified instructors and is suitable for non-swimmers.

This Training must be refreshed every 5 years

Duration                       1 Day Course

Location                       TBC

Certifying Authority      MCA

Course Description:

STCW Elementary First Aid (EFA) is designed to form part of the minimum basic safety training programme for seafarers.

The aim of the course is to give all persons intending to go to sea a basic knowledge of the immediate action to be taken upon encountering an accident or other medical emergencies at sea.

The course covers:

• Applying immediate first aid in the event of an accident/injury on board ship
• Actions on discovering a casualty
• Cardiopulmonary resuscitation
• Recovery position
• Fractures
• Spinal injuries
• Examination of a casualty
• Medical conditions including heart attack, choking & asthma
• Treatment of bleeding, burns & shock
• Transporting a casualty on board ship

Entry Requirements:

Candidates must be fit and able to complete all aspects of training

Duration                       0.5 Day Course

Location                       TBC

Certifying Authority      MCA

Course Description:

The Proficiency in Maritime Security Awareness (MSA) course is designed to provide those on board merchant vessels who do not have a designated security duty with the essential MSA training which meets the knowledge, understanding and proficiency requirements as set out in the STCW Code.

MSA training must be undertaken by all seafarers employed or engaged in any capacity on board any ship which is required to comply with the ISPS Code.

The course provides both a practical and theoretical mixture of training including:

• The ISPS Code
• Recognise security threats
• Maritime security definitions
• Security roles and responsibilities
• Company and ship security requirements
• Security threat levels
• Security measures and procedures

Entry Requirements:

There are no formal entry requirements for this course

Duration                       2.5 Day Course

Location                       TBC

Certifying Authority      MCA

Course Description:

STCW Fire Fighting & Fire Prevention is designed to provide those seeking/requiring Certificates of Competence, able seafarers, UK watch ratings and others with specified survival duties on board a ship with the essential education and training in fire prevention and fire fighting which meets the knowledge, understanding and proficiency set out in the STCW code.

This STCW 2010 course provides both a practical and theoretical mixture of training which includes:

Theory:

• Fire theory
• Causes of ignition
• Onboard safety
• The conditions required for fire
• Methods to extinguish fire
• The spread of fire
• Classes of fire

Practical:

• Carrying out the initial actions on discovering a fire
• Identifying the environment
• Correctly using portable and mobile fire extinguishers
• The use of hoses, nozzles and hose equipment
• Extinguishing different types of fire
• Testing and using BA equipment

Entry Requirements:

Candidates must be fit and able to complete all aspects of training. This course is physically demanding so candidates are required to complete a medical declaration prior to the commencement of the course.

This training must be refreshed every 5 years

Duration                       0.5 Day Course

Location                       TBC

Certifying Authority      N/A

Course Description:

Crowd management training is required for all personnel designated to assist passengers in an emergency as per STCW regulation V/2, paragraph 4.

The overall aim is to provide seafarers with the necessary knowledge, understanding and proficiency to carry out designated duties and help ensure safety on board passenger vessels in accordance with international regulations. This course involves demonstrations, role play and team exercises.

At the end of this course, candidates will be able to:

• Understand life-saving appliances and control plans onboard
• Demonstrate the ability to assist passengers En route to muster and embarkation stations
• Understand mustering procedures

Entry Requirements:

There are no formal entry requirements for this course.

Duration                       0.5 Day Course

Location                       TBC

Certifying Authority      N/A

Course Description:

To give those personnel providing a direct service to passengers in passenger spaces training which is required by Regulation V/2 paragraph 5

• To communicate to passengers in an emergency, considering differing nationalities and vocabulary limitations.
• To use non-verbal means of communication to provide information during an emergency.
• To demonstrate the use of personal life saving appliances to passengers in an emergency.
• To assist in passenger’s embarkation and disembarkation of the vessel during an emergency.
• To assist disabled and other passengers requiring assistance during embarkation and disembarkation of the vessel during an emergency.

Entry Requirements:

There are no formal entry requirements for this course.