Che CASE STUDY Canadian Pacific and International Bank Stressful Times at a CPI Branch The downth of the Canadian Poc de ponther Room ton Bank Brandon Mancow for Mendiyowing conversation rvice and hof employee moremo Roy: "What are you doing Are you super branche very busy at time the employees and it good to work. There is out of cooperation among the employees, and returkman, Martha Cobourg is well Roselyn a very sorry, M Romanowa Rowelyn Barthouse, your old one service tabias been employed at the Brandon tranch forte and they always treated meant Now this morth Ingat coworkers describe Rosetood solid worker, but most o that he is somewhat bank for stupid people Three weeks ago Roselyn was working at the counter when Roy Romanowski came into deposit money into his be account. Hoy has operated his small convenience store, which At this point, two other employees and me is located about the blocks from the bank, for 3 years. He is Cobourg, ved at Roselyn's counter Roselyne w loyal CPI client and the bank tot once a day. Every and once in apologized to Roy Within seconds, the few e in the area knows Roy Will he very hard worker, he was conected and Coloure also offered her adaptur is also an and not and to the door residents refuse to buy anything from Roystore becaustin Since the incident, however, Roy has continued to come the words of one woman who lives near the More He just the banks day and more often when this stor Sony, cold and abrupt I will never support this store Whenever the enters the store, he makes a rude come However, Roy's wife and children who work in the family Roselynnit she is working Often, his comments store, are welted in the community by other customers. At times, he also tells the Roy approached Roseys counter and gave her his deposit word poing to Roselyne's counter. Boh Marsha Cobourget bag A careful count of the money revealed that Roy had Roselynn's coworvers have reassured her that he was so $2,314 to deposit, Roselynnfited out the deposit slip for Roy and have advised her just to gore Roy action. However, Ronalynn mistakenly prewed the wheel The days ago, Hoy entered the bank and, as luck would to button instead of the deposit button, so when Roy looked at Roselynn was the next ble representative Roy ssbook, showed a withdrawal from sccount delused to go to her workstation and made this known the $2,314. He noticed the error immediately because he always customers around him. The bank was very busy heine Hoops a close eye on his account and Roselynn burst to tears, loft her court, indem CHAPTER 12 truc Health and Solity of the World the next day the called Cobourg and told Marsham A number of the bank employees were holy plet Others Wolpred out and just can't take it anymore. I'm quiting womed to take a deep breath and card ready to deal win CHAPTER 12 Ensuring Health and Safety at the Workplace the day DISCUSSION QUESTIONS The next day she called Cobourg and told Marsha: "I am A number of the tank employees were also visibly upot. Others The lyseressed out and just can't take it anymore. Im quilting seemed to take a deep breath and appeared ready to deal with nd am going to fook for work somewhere else. The job is just the business at hand not worth Marsha tried to comfort Roselyne and after much One customer commented on how the atmosphere in the branch discussion was able to get Roselynn to come in for a meeting had changed so rapidly. Prior to the robbery, everyone was relaxed and people were chatting During the robbery, there was extreme tersion. Then, the after 1. The day of the meeting between Roselynn and Marsha math of the robbery was very different some people were in has atived. Was arranging such a meeting a good dea? shock, some seemed emotionally drained, and others were try ing to think through what had occurred. The customer also 2. What should Marsha try and achieve during the meeting noted that while a number of the bank employees were terribly Were there any steps that could have been taken to upset, they seemed in total control during the robbery it was Drevent this incident from occurring like they knew what to do only caught a glimpse of what hap The meeting with Roselynn ended at 11 a.m., and Marsha pened but there was no show of fear or panic on the employees Cobourg went back to her office. Forty minutes later, as she faces. It was almost like they were doing a drill, but in real life Panced out her office door, she saw a man wearing dark glasses Aber about 45 minutes, the customers were permitted to leave and a baseball hat burst into the bank. At the time, there were the bank. As Marsha returned to her office, she received a sx bank employees and seven customers in the bank. phone call from the police notifying her that they had just The man was waving a shotgun and yelling "Everyone on the arrested a suspect as he was preparing to rob another bank floor. Don't look up and don't try and stop me. No one will get hurt" He swore several times and ran to the cash station DISCUSSION QUESTIONS Open the drawer and give me the money" The bank repre 1. Develop a safety training program for bank employees sentative at the cash station complied with his request, and in What are the basic components of the program? What a matter of seconds the bank robber had run out the door requirements would you build into such a program? Within a few minutes, the police arrived, as Marsha had pressed 2. As a result of the robbery, a number of employees and the silent alarm in her office. Everyone was told to remain calm, customers may feel traumatized. What should the bank and the bank doors were locked. No new customers were allowed do in such a situation? Be sure to consider both short- into the bank, and everyone present when the robbery occurred and long-term suggestions had to remain inside. Each customer was interviewed by the police. Marsha also asked each customer how they were. Three of the customers were very upset-one woman who was in the bank with her one year old son was particularly distraught Che CASE STUDY Canadian Pacific and International Bank Stressful Times at a CPI Branch The downth of the Canadian Poc de ponther Room ton Bank Brandon Mancow for Mendiyowing conversation rvice and hof employee moremo Roy: "What are you doing Are you super branche very busy at time the employees and it good to work. There is out of cooperation among the employees, and returkman, Martha Cobourg is well Roselyn a very sorry, M Romanowa Rowelyn Barthouse, your old one service tabias been employed at the Brandon tranch forte and they always treated meant Now this morth Ingat coworkers describe Rosetood solid worker, but most o that he is somewhat bank for stupid people Three weeks ago Roselyn was working at the counter when Roy Romanowski came into deposit money into his be account. Hoy has operated his small convenience store, which At this point, two other employees and me is located about the blocks from the bank, for 3 years. He is Cobourg, ved at Roselyn's counter Roselyne w loyal CPI client and the bank tot once a day. Every and once in apologized to Roy Within seconds, the few e in the area knows Roy Will he very hard worker, he was conected and Coloure also offered her adaptur is also an and not and to the door residents refuse to buy anything from Roystore becaustin Since the incident, however, Roy has continued to come the words of one woman who lives near the More He just the banks day and more often when this stor Sony, cold and abrupt I will never support this store Whenever the enters the store, he makes a rude come However, Roy's wife and children who work in the family Roselynnit she is working Often, his comments store, are welted in the community by other customers. At times, he also tells the Roy approached Roseys counter and gave her his deposit word poing to Roselyne's counter. Boh Marsha Cobourget bag A careful count of the money revealed that Roy had Roselynn's coworvers have reassured her that he was so $2,314 to deposit, Roselynnfited out the deposit slip for Roy and have advised her just to gore Roy action. However, Ronalynn mistakenly prewed the wheel The days ago, Hoy entered the bank and, as luck would to button instead of the deposit button, so when Roy looked at Roselynn was the next ble representative Roy ssbook, showed a withdrawal from sccount delused to go to her workstation and made this known the $2,314. He noticed the error immediately because he always customers around him. The bank was very busy heine Hoops a close eye on his account and Roselynn burst to tears, loft her court, indem CHAPTER 12 truc Health and Solity of the World the next day the called Cobourg and told Marsham A number of the bank employees were holy plet Others Wolpred out and just can't take it anymore. I'm quiting womed to take a deep breath and card ready to deal win CHAPTER 12 Ensuring Health and Safety at the Workplace the day DISCUSSION QUESTIONS The next day she called Cobourg and told Marsha: "I am A number of the tank employees were also visibly upot. Others The lyseressed out and just can't take it anymore. Im quilting seemed to take a deep breath and appeared ready to deal with nd am going to fook for work somewhere else. The job is just the business at hand not worth Marsha tried to comfort Roselyne and after much One customer commented on how the atmosphere in the branch discussion was able to get Roselynn to come in for a meeting had changed so rapidly. Prior to the robbery, everyone was relaxed and people were chatting During the robbery, there was extreme tersion. Then, the after 1. The day of the meeting between Roselynn and Marsha math of the robbery was very different some people were in has atived. Was arranging such a meeting a good dea? shock, some seemed emotionally drained, and others were try ing to think through what had occurred. The customer also 2. What should Marsha try and achieve during the meeting noted that while a number of the bank employees were terribly Were there any steps that could have been taken to upset, they seemed in total control during the robbery it was Drevent this incident from occurring like they knew what to do only caught a glimpse of what hap The meeting with Roselynn ended at 11 a.m., and Marsha pened but there was no show of fear or panic on the employees Cobourg went back to her office. Forty minutes later, as she faces. It was almost like they were doing a drill, but in real life Panced out her office door, she saw a man wearing dark glasses Aber about 45 minutes, the customers were permitted to leave and a baseball hat burst into the bank. At the time, there were the bank. As Marsha returned to her office, she received a sx bank employees and seven customers in the bank. phone call from the police notifying her that they had just The man was waving a shotgun and yelling "Everyone on the arrested a suspect as he was preparing to rob another bank floor. Don't look up and don't try and stop me. No one will get hurt" He swore several times and ran to the cash station DISCUSSION QUESTIONS Open the drawer and give me the money" The bank repre 1. Develop a safety training program for bank employees sentative at the cash station complied with his request, and in What are the basic components of the program? What a matter of seconds the bank robber had run out the door requirements would you build into such a program? Within a few minutes, the police arrived, as Marsha had pressed 2. As a result of the robbery, a number of employees and the silent alarm in her office. Everyone was told to remain calm, customers may feel traumatized. What should the bank and the bank doors were locked. No new customers were allowed do in such a situation? Be sure to consider both short- into the bank, and everyone present when the robbery occurred and long-term suggestions had to remain inside. Each customer was interviewed by the police. Marsha also asked each customer how they were. Three of the customers were very upset-one woman who was in the bank with her one year old son was particularly distraught