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Handbook for Tour Operators

RISK AND SAFETY MANAGEMENT

SKILL BUILDING IN
ADVENTURE TOURISM DESTINATIONS

INTRODUCTION COURSE

Handbook for Tour Operators

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This handbook was developed by the project “Risks and safety management skill-building in
adventure tourism destinations” a development partnership project with the private sector
(develoPPP). The project was financed by the German Ministry of Economic Cooperation and
Development (BMZ) and by international tour operator Explore Worldwide.

The handbook is based on tools and templates available on www.riskmanagement4tourism.org.

The handbook will be updated on a regular basis in close collaboration with practitioners
and professional associations.

Contact: danny.denolf@giz.de
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TABLE OF CONTENTS

INTRODUCTION 2
ÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ

1: WHY DO WE NEED RISK AND SAFETY MANAGEMENT CHAPTER SYSTEM?

ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿ3

1.1. ADVENTURE TOURISM AND RISK 3

ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿ

1.2. REGULATORY FRAMEWORK AND RISK AND SAFETY MANAGEMENT 1.2.1. COUNTRY EXAMPLES 6
ÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿÿÿÿÿÿ

7
ÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿ

1.2.2. LOCAL LEGAL FRAMEWORK ten

ÿÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿÿÿÿÿÿ

CHAPTER 2: HOW DO WE IMPLEMENT RISK AND SAFETY MANAGEMENT SYSTEM? 11

ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿÿÿ

2.1. RISK ASSESSMENT 11

ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿÿÿÿÿÿ

2.2. STANDARD OPERATING PROCEDURES 21

ÿÿÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿÿÿÿÿÿÿÿÿÿÿÿÿÿ

2.3. EMERGENCY PREPAREDNESS PLAN AND INCIDENT REPORTING 2.4. ACTION AND MONITORING PLAN 25
ÿÿÿÿÿÿÿÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿÿÿÿÿÿÿÿÿÿÿÿ

28
ÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿÿÿÿÿÿ

2.5. HOW TO SET UP RISK AND SAFETY MANAGEMENT SYSTEM: STEPS 30

ÿÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿÿÿ

ANNEX 1: DEFINITIONS
ÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿÿÿÿÿÿÿÿÿ ÿ ÿ ÿ ÿ ÿ ÿ ÿ 31
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INTRODUCTION
Adventure tourism is one of the fastest growing sectors in tourism by attracting high value
customers, supporting local economies and encouraging sustainable practices. Adventure
tourists are mostly staying longer, spending more and interacting with local populations, yet
often described as 'experienced-based' holidays.

Adventure activities can be quite varied from always joining an archaeological expedition,
bird watching, camping, caving or hiking…From travelers' perspective the definition of
adventure activity is shifting. In this context, with its cultural heritage and natural setting,
culinary richness Turkey provides wide range of activities for adventure travelers. According
to the Adventure Travel Trade Association (ATTA) Index 2018, Turkey ranked in the 3rd place
in Eastern Europe and Central Asia Region and considered as one of the growing markets since 2008.

The choice of adventure travelers is influenced by many elements such as natural beauty,
available activities and destination climate. Among these decision factors, safety is a vital
component and Travelers are more and more aware of risks associated with journeying to
foreign countries and safety is an important criterion in their choice of destination. Issues such
as experience of adventure travel guide, facilities to provide proper health services for injuries,
safe transport, emergency procedures... play an important role on the perception and reputation
of the destination as 'safe'.

This Handbook is composed of two chapters. In the first chapter, we are making introduction
to the risk and safety concepts by explaining why it matters for tourism actors. In the second
chapter we explain how to implement a risk and safety management plan with key steps.

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CHAPTER 1:
Why do we need risk and safety management system?
1.1. ADVENTURE TOURISM AND RISK
In varying degrees, risk is present in all adventure experiences, however in the context of this
handbook, we focus on the risks that are of concern in the tourist services, particularly those
which might impact people's health. A risk can simply be described as the likelihood that a
person(s) may be harmed, damaged or suffer adverse health effects if exposed to a hazard.
However, assessing risk could be extremely challenging depending on the perception of
the individuals and circumstances. It is highly linked to various factors such as environmental
conditions, guide skills, visitors skills, infrastructure, health services, equipment conditions: As an
example tandem paragliding could be fatal in bad weather conditions with an inexperienced
instructor; not wearing seatbelt could easily cause injuries, or simply tasting street food could end
up with food poisoning.

When we examine the concept of risk, we need to keep in mind that it is inherent; risk exists in
outdoor adventure activities and it is expected and integral part of the activity. Most visitors prefer
adventure activities due to risk factor and it is manufactured; as tour operators or guides we
provide services with the understanding that there is a risk.

Yet, we are different from one another on how we perceive some issues as risky or dangerous.
Factors such as cultural practices, country context and circumstances could easily impact our
attitude or perception. For instance, it can be thought completely ok to take a selfie on a cliff by
passing the warning sign, or getting in the car and not putting seatbelt, or go on a hike with flip
flaps.

As a sector, hosting numerous visitors from all around the world, we need to consider these
differences in terms of perception and apply standards that are acceptable and provide basics for
safety. The safety standards might vary based on the country legal framework or international
requirements; however, all tourists expect safety. Furthermore, safety is also a major criterion for
international tour operators while deciding their partners. Therefore, the answer to why question
is quite straightforward: because

• our customers expect safe services

• international market expects risk management •
any accident can damage our business seriously and;
• most importantly we are responsible for our customers safety

But how do we address the issue of safety physics?

The use of risk and safety management is a very common approach not only in tourism but in
many other industries. We define risk and safety management for tourism as is a management
system that focuses on ensuring safety of tourists/clients and staff by efficiently managing
operational risks through leadership commitment, clearly defined responsibilities, roles,
processes and procedures (eg SOPs, EPP, Incident Reporting ), building capacity among
staff with training; and monitoring of practices and results with objectives and targets.

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It contains at least the four elements

In order to identify the risks, we need to conduct a risk assessment (which we will explain in detail in
Chapter 2). All management system requires sets of documents and we need instructions guidelines
and checklists to control measures, skills, equipment; thus, standard operating procedures help us to
have unified processes. Despite the maximum efforts, emergencies can still happen and for minimizing
the damage we need to have emergency plans and record accidents to understand root causes and
take necessary measures. Finally, we need to monitor and review the system on continuous basis to
reach to results we wanted to achieve.

STANDARD
RISK
OPERATING
ASSESSMENT
PROCEDURES

RSMS

EMERGENCY ACTION AND

PREPAREDNESS AND MONITORING
INCIDENT REPORTING

Having a risk and safety management system could provide us many benefits such as:

• Minimizing the number of accidents

• Maximizing customers satisfaction
• Protecting and enhancing our customer satisfaction
• Portray professional images
• Reduce litigation
• Reduce compensation pay
• Reduce costs
• Sleep at night avoid moral guilt

But on the other hand, implementing a risk and safety system can also be demanding process:

• It will require time and resources

• You might have difficulty to convince your staff and suppliers due to it has never happened to me
and it will never happen to me perception. The most difficult part could be raising awareness
in this issue, especially if you are operating in a low safe-conscious environment. • You might not
know how to implement an RSMS
• You might be operating in a country where there are very few or no requirements for risk and safety
or they barely comply. • Finally,
you might not have trained staff to implement a RSMS

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However, considering the consequences, and results of having an accident, you can overcome
by these challenges with right methods.

Firstly, let's start with the most difficult one: changing the perception: it has never happened to
me and it will never happen to me

Some risks arise as a result of one's thoughts, actions and decisions. Choosing choices called
risky taking or risky behaviors can vary from person to person and even from different behaviors of
the same person. Some people can take huge risks while others can avoid all. The risk perception is
an important concept in this context.

• Mental stress plays a role in how we perceive and understand risks around us
• Humans don't intuitively understand probability
• Human tends to think of certain categories of risk as riskier than others in spite of all the
available statistical evidence
• People tend to be more accepting of risks associated with things that have chosen to do.

As humans, we have the tendency to

believe that bad things won't happen to
us which is also called optimism bias.
As an example; 67% of the smokers
first

Fatal
perished from smoking related illness
Accident
and in can increase the risk of 13 types
of cancer, but a smoker has the tendency
to believe that he/she will be on the 33% 10 Serious Accidents
without the illness.
30 Minor Accident
As another example, an average driver
can have minimum 4 accidents in a
lifetime (not necessarily deadly), so 600 Near Miss
statistics show that accidents happen,
and they can also happen to us. In fact,
in terms of road accidents, Turkey is the Dangerous Actions
second country with the greatest number
of accidents in Europe. 90% of these
accidents related to drivers' fault.

In this context Henrich Bird Safety pyramid is a good illustration showing how small incidents lead
to big ones. The application of the pyramid to adventure activities can be debatable however it is
clear that if we can identify and minimize those causes, we can also reduce the likelihood of a serious
accident.

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1.2. REGULATORY FRAMEWORK AND RISK AND SAFETY MANAGEMENT

Although numerous types of global standards and quality assurance systems with relevance
to the adventure tourism exist, a variety of approaches to managing adventure travel can be
found around the world. The only standard certification is the ISO 21101, however most
destinations preferred to regulate the matter through national certification mechanisms. While
providing safe services is our responsibility, we would also like to note that it is also market
requirement.

Most destinations are working collaboratively with public institutions to establish their country
image as 'safe destinations'. In some countries such as New Zealand, Iceland, UK, there are
detailed government regulations specifying needs and requirements for particular activities,
while in some countries there are no active standards at all. Below we provided two examples
from countries that developed their internal standards and certification.

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1.2.1. Country Examples

Iceland Experience
As one of volcanically active areas of the
world, Iceland is an interesting case study
as this tourist booming over the last couple
of years was not expected from the public
authorities. Despite the eruption of
Eyjafjallajökull in 2010, which was a big
concern, Iceland has been able to turn
these negative events into a relative
success story. (first)

After the eruption, an expensive image campaign

was launched under the title “Inspired by Iceland.”
As a result, tourism has changed the structure of
economy and tourism's share of foreign exchange
earnings has grown from 26.4% to 42.0% between
2013-2017 according to measurements on the export
of goods and services. (2)

In addition to successful publicity campaigns, it is the country's high sensitivity to the issue of
safety that makes the Iceland today's one of the popular destinations of adventure tourism. The
Icelandic Act on Working Environment, Health and Safety in Workplaces No. 46/1980 (3) is intended
to ensure a safe and healthy working environment in accordance with guidelines and instructions
from the Administration of Occupational Safety and Health.

In 2010, the Icelandic Association for Search and Rescue team implemented an accident
prevention project called SafeTravel, (4) aiming to provide travelers with education and resources
for safe travel in Iceland. Today, the project is active on social media, running series of safety
information, safety alerts for the visitors.

The Icelandic Tourist Board also manages Vakinn, a quality and environmental certification
system for Icelandic tourism.

• The aim of Vakinn is to strengthen quality, safety and environmental awareness within
Icelandic tourism by means of guidance and support in addition to promoting social
responsibility of tourist service providers in the process. •
For its members, Vakinn is an effective tool to increase quality and safety, providing
diverse supplementary materials, guidelines, data and checklists that are useful in improving
operating procedures. (5)

1 Invest in Iceland, Long-term Strategy for the Icelandic Tourism Industry, 2013, https://
www.government.is/ library/ 04-Legislation/ Act%20No%2046%201980%20with%20subsequent%20amendments%202018.pdf
2 Tourism in Iceland in Figures 2018,
https:// www.ferdamalastofa.is/ static/ files/ ferdamalastofa/ Frettamyndir/ 2018/ oktober/ tourism-in-iceland-2018.pdf
3 Act on Working Environment, Health and Safety in Workplaces, No. 46/1980, https://
www.government.is/library/04-Legislation/Act%20No%2046%201980%20with%20subsequent%20amendments%202018.pdf
4 SafeTravel, https:// safetravel.is/ about- us
5 Vakinn, https:// www.vakinn.is/ en/ about-vakinn

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Case Study: New Zealand

New Zealand is seen as a pioneer of adventure tourism, first
for its domestic market and then increasingly for foreign visitors.
The country is marketed and perceived as an outdoor
adventure destination. New Zealand has been very successful
in attracting people not only with its incredible nature,
but also with its strong focus on safety measures in
adventure tourism.

In response to high profile adventure accident in 2008,

a national review of the adventure tourism industry in
New Zealand was conducted in 2009-2011. The results of
this review lead to the development of a mandatory
auditing system for all adventure tourism businesses. (6)

The Health and Safety in Employment (Adventure Activities

Regulations 2011) sits under the Health and Safety in Employment Act 1992.
They require those commercial adventure tourism and outdoor operators in New Zealand who
provide adventure activities to undergo a safety audit and become registered. (7)

The regulations require commercial operators who provide adventure activities, as defined by the
regulations, to pass safety audits and become registered by WorkSafe New Zealand.

According to the law;

• Passing a safety audit is also required for registration.

• WorkSafe must develop and continue to review safety audit standards specifying the
requirements that adventure activity operators must comply with to reduce risks when
providing adventure activities.
• Safety audit standards must include requirements to manage the risks of drug and alcohol
use by operators and their staff.
• WorkSafe may publish a safety audit standard, or a change to a safety audit standard, by
notice in the New Zealand Gazette.
• Safety audits are performed by safety auditors recognized by WorkSafe. Safety auditors are
engaged directly by operators.
• A safety auditor must audit an operator for compliance with the safety audit standard that
applies to the adventure activities provided by the operator.
• If the operator passes the safety audit, the auditor must issue a safety audit certificate to the
operator that specifies the adventure activities that were audited. •
Safety audit certificates are valid for a period specified by the auditor up to a maximum of
three years. Renewal is required on or before the expiry date.
• An auditor may issue a certificate subject to any conditions the auditor considers are
required to maintain the safety of the activities, as consistent with the safety audit standard.

6 Mackenzie S., The Evolution of Adventure Tourism in Aotearo/ New Zealand: Current Trends & Future Issues, https://
www.researchgate.net/ publication/ 316659344_The_evolution_of_adventure_tourism_in_AotearoaNew_Zealand_Current_trends_future_issues
7 Adventure Activities Regulations,
http:// www.supportadventure.co.nz/ adventure-activities-regulations

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The Safety Audit Standard for Adventure Activities, dated March 2013, updated in as the
Standard 2017. The reasoning of this update is to make consequential changes resulting from:
the creation of WorkSafe in 2013; the Health and Safety at Work Act 2015; and the Health and
Safety at Work (Adventure Activities) Regulations 2016.

• This new version also clarifies the language about different technical roles supporting the
operator and the audit team.
• This standard sets out the requirements of a safety management system (SMS) for
operators that provide the adventure activities covered by the Regulations.
• In addition to the regulated requirements for registration, the scope of this standard
includes ancillary services provided by an operator to participants where such services involve
serious risk (such as, for example, of-road transport to or from an adventure activity). (8)

8 Safety Audit Standards for Adventure Activities, New Zealand, https://

worksafe.govt.nz%2Fdmsdocument%2F1634-safety-audit-standard-for-adventure-activities&usg=AOvVaw1IEnQrujUelfyY8Lh5u41V

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1.2.2. Local Legal Framework

Assessing the legal framework is particularly
important while identifying and assessing the risks.
Firstly, knowing the legal framework will allow you to
assess your compliance with the law (eg if license is
required for mountaineering hike, does all your guides
have valid training and license?), secondly in cases
where there is no or weak standards, it will allow you to
create your own code to prevent the risks.

What to check within the legal framework?

• In the majority of the countries, tourism is also under the scope of occupational
health and safety laws. It is advised to evaluate the health and safety requirements for
your business an employee

• Check the profile of your guides and required skills for activities: do they have first
aid certificates? Do they have special licenses or trainings for specific tour activities?

• In case you provide tours on water sports, mountaineering and any other type of
hard activities check the local requirements, licenses

• Review your contracts with your transport companies, boats, accommodations to

see if they comply with relevant regulations.

Draft Legal Control List for Tour Operators:

We advise you to review the following points to ensure that you are in
compliance with national rules and regulations

• Risk assessment & action plan

• Tour Operator licenses
• Insurance requirements for safety
• Contracts with suppliers (excursion providers, transport companies, boats)
whether they are covering safety issues
• Licenses and work permit of guides
• Guide training and required licenses (diving, ballooning, mountaineering…)
• Permits of the sportive activities' providers based on the local authorities'
legislations

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CHAPTER 2:
How do we implement risk and safety management system?

There are four basic elements that need to be present in a risk and safety management system: risk
assessment, standard operating procedures, emergency preparedness plan and incident recording, action
and monitoring plan.

2.1. RISK ASSESSMENT

Risk Assessment is the process in which the risk of a hazard occurs in evaluation and the availability and
efficiency of control measures are considered. Assessed risks are defined as acceptable or not for specific
types of tours. Risk assessment includes:

• identifying risk factors/hazards

• assessment of the likelihood that the hazard will occur and the seriousness of the consequences
of such an event
• evaluation of whether the risk is within acceptable limits set by the operator, national laws, tourists and/
or international standards

We assess the risks in order to find the necessary and suitable measures to minimize them.
The following chart that is taken from VAKINN Safety Plan for Tourism illustrates the process: (9)

DECIDE ON FIND RISKS RISK ANALYSIS MEASURE

SCOPE RISK IDENTIFICATION ASSESSMENT TAKEN

MONITOR AND EXAMINE

In order to conduct a risk assessment, you need to first decide on the scope: which activities, products or
services will be assessed? We advise you to cover all your activities/ products however based on limitations
such as human resources, time… you might first want to dedicate your efforts for your activities that:

• Are most popular and used by the majority of your customers • Are
conducted by your own organization
• Are considered high risk-hard adventure activities

In case you are still undecided on how to decide to categorize the activities according to risk factor, you can
also refer to the Iceland official certification scheme on tourism:
Vakinn tables : (10)

9 Vakinn, Safety Plan for Tourism,

https:// www.vakinn.is/ static/ files/ Enska/ safety-plan-for-tourism.pdf
10 Vakinn, Safety Plan for Tourism,
https:// www.vakinn.is/ static/ files/ Enska/ safety-plan-for-tourism.pdf

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Category Explanation Illustration

I Everyday risks which we expect and can cope with Trips to museums, walks in urban areas

Risks which could be attributed to the inexperience of

II participants eg the handling of vehicles or when in Horse rental, walking in rural areas
unusual circumstances. Risk of accident is present

Participants are placed in the position of being at risk

III from health endangering circumstances, if those are Diving, rafting, caving
not diverted by the service provider

Step 1: Identification of the risk factors-hazards

Once we decide the scope-tour of the assessment, we need to identify the risk factors-hazards. The
types of risk factors might vary based on different factors such as tour conditions, type of the activity.

For instance, while hard adventure tourism/activities can involve an element of physical danger or risk
(eg diving with sharks, bungee jumping, mountaineering…) and require intense commitment and advanced
skills; soft adventure activities have low level of risk and require beginning skills (eg hiking…). Yet, the risk
level does not solely relate to the activity type; Other factors such as physical environment, group
characteristics, equipment can play an important role.

Temperature: Is it very hot/cold/humide?

Conditions: How are the road/river/trail conditions?
Time of the day: Is it getting dark soon?
Weather: Are there any predicted storms, floods?
Nature: are there any dangerous or wild animals, insects?
Physical Environment-Venue

Groups size for the activity (eg is it safe to have a large group
of all on kayaks at the same time in a strong river current?)
Personal health and ability: all the members of the group fit
enough to do the activities? are there any medical conditions
to consider?
Group Characteristics

Equipment for activities: is there enough equipment for

everyone to safely do the activity? eg life jackets, riding
hemlets...Is the equipment is in good conditions? in appropriate
size for the tourists?
Transportation: are the vehicles safe? First aid kits available?
Equipment

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According to Dan Meyer matrix there are three types of conditions that might lead to
accident:

• Potential Unsafe Conditions due to falling objects, inadequate area security (physical,
political, cultural), weather, equipment clothing, swift cold water, animals plants, physical/
psychological profile of participants and/or staff
• Potential Unsafe Acts due to inadequate protection, inadequate instruction, inadequate
supervision, unsafe speed (fast/slow), inadequate or improper food-drink-medications, poor
position, unauthorized/improper procedure (includes failing to follow directions)
• Potential Errors in Judgment due to desire to please others, trying to adhere to a
schedule, misperception, new or unexpected situations (includes fear and panic), fatigue,
distraction, miscommunication, disregarding instincts (11)

While identifying possible hazards, we advise you to first consider an activity-event and all
necessary skills to conduct these activities. For instance, some of the soft adventure activities
(eg hiking) can simply be assessed as low risk, however, issues such as lack of information
session about basic rules of hiking, lack of experience of guide to manage the group or unsuitable
clothing from one of the group members could easily lead to an accident. Thus, it might also be
helpful to review the skills and experience of the staff and assess their knowledge on the risks.
Eg Does all our guide provide information about the risks at the beginning of the tour? Are our
drivers aware of the necessity to put on seatbelts? Does our guide have the necessary time
management skills to finish the tours before the sundown? Does our guide have the necessary
knowledge and skills to act on emergencies? These types of questions are especially important
for understanding risks based on your capacities and staff skills. After identifying the risks related
to activity, you can also consider other points such as physical environment (choosing a suitable
hiking destination for beginners; good weather conditions); matching risks to participants
capabilities (eg will it be a beginner hiker? Will it require good health or experience? Can children
join?) and equipment (eg what would be the proper equipment? First aid? Transport?)

Here we provide two sets of examples on identified risks for soft adventure activity (trekking)
and hard adventure activity (Alpine Hiking). In the below, you will see an example from Scotland
'Going out There: The Scottish Framework for Safe Practice in Off-site Visits', a set of risks
identified for a trekking activity (12)

11 Integrated Risk Management for Leisure Services, Robert Kauffmen, Merry Moiseichik, https://
books.google.co.za/ books?id=dvJ6DwAAQBAJ&pg=PA112&lpg=PA112&dq=dan+meyer+matrix&source=bl&ots=JXJqTNDxSY&sig=ACfU3U0icrdtfqEN5uoe7cJJc
dW67Uwug&hl=tr&sa=X&ved=2ahUKEwjJjvmYsLLmAhULiFwKHYPRB5MQ6AEwBHoECAkQAQ#v=onepage&q=dan%20meyer%20matrix&f=false
12 Toolkit Adventure Activites
https:// www.goingoutthere.co.uk/ toolkits/ toolkit-adventure-activities/

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This is an example of a site-specific risk assessment for a hill walking activity and it includes elements
of the operating procedures for a particular venue and local authority.
Description of Task/Activity

Duke of Edinburgh Silver Training Expedition-3-day trekking

Location Trossachs: Glen Finglasss to Strathyre to Collander

Item hazard
The New Zealand government
provides a very detailed Activity
first
Incompetent staff
Safety Guidelines for adventure
activities such as canoeing,
2 Inappropriate plan caving, diving. (13)
3 Inappropriate behavior at campsites
Alpine hiking can be high risk,
4 Cooking and stoves depending on various factors
such as weather conditions
5.a. Adverse weather (cold/wind-chill) Guidelines, terrain and
5.b Adverse weather (heat risks)
remoteness of the activity…
Below, we selected list of
6 Fall/slips hazards from the Activity Safety
for Alpine hiking: (13 )
7 Issues with river crossing

8 Adder bite

9 Issues with traffic

ten Benightment

11 Medical issues and potential exhaustion

twelfth
Delayed access to emergency services

Figure 2: The Scottish Framework for Safe Practice in Off-site Visits: Trekking

It is important to note that, the Guideline invite participants also assess numerous points
regarding environment (remoteness, terrain, natural events, hazards from other users, allergic
reactions, protecting the environment); hiking activity (walking, site management, river crossing,
helicopter transport); activity management (guide knowledge, activity monitoring, communication
systems); staff (safety responsibilities and competence requirements, verifying competence);
participants (ensuring participants are suited to the activity, informing participants about safety,
supervising participants); equipment (participants and guide equipment, emergency equipment,
equipment maintenance); emergency (accessing emergency support, contingencies for limited
access to emergency support).

13 https:// supportadventure.nz
14 Support Adventure, ASM Alpine Hiking, https://
www.supportadventure.co.nz/ assets/ Alpine-Hiking-ASG-v1.pdf

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'The most likely causes of serious harms are impact injuries from falling, sliding or
slipping, avalanches, external impact, drowning and hypothermia.

The hazards considered most likely to contribute to these are:

• Unsuitable environmental conditions, eg weather or snowpack

• Unsuitable participants-fitness, skills, staff/participant ratios and pre-existing
medical conditions
• Unsuitable route selection-terrain hazards, too long, too technical or too exposed
• Unsuitable site choice for an activity or shelter
• Poor guiding decisions, group management, pace setting, situation awareness,
supervision or lack of knowledge for the track, route, or site
• Unsuitable staff
• Not being suitably equipped for the terrain, environmental conditions, emergency
situations'

Figure 3:Adventure Safety Guideline: Alpine Hiking

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How about the activities that are conducted by

subcontractors or service providers? How do we identify
the risks in their activities, or do we need to identify
them? While identifying risks, we advise you to consider
Identifying Risks:
all activities whether they are provided by contractors or If you want to go deeper:
by your own organization. As an example, if you are
working with an outdoor company for rafting tours, it is In this handbook, we mainly focus on
the risk factors related to health and
necessary to know if they have trained staff, if they have
necessary permits; or if you are working with a transport safety, risks that are directed humans.
However, as we have noted, risk might
provider: are they safe-conscious, do they provide
trainings to their drivers or check their background vary in terms of reputation and quality of
information; Last but not least, if you are providing the services, thus if you want to go
accommodation, do they have necessary emergency deeper you can also consider risk points
plans or fire safety? that could damage environment,
community life, property, business
operations such
as:
Identifying risks at the contractor level can especially
be challenging due to the fact that they are often •
contracted by a different department, nevertheless Sustainability: Adventure
contracting terms cover lots of issues outside the safety travelers highly care about their impact.
and your suppliers simply might be reluctant to answer As a tour operator you might like to
some of your questions due to confidentiality (eg consider risk factors in your activities in
terms of environmental and social
transport company does not want to share the records
of training or background check for drivers...) In these impact. Eg protection of wild animals,
circumstances, we recommend you open the activities that do not allow destruction of
communication channel by letting know your suppliers wildlife (eg turtle feeding)
that you care about safety and try to assess the risks by
using the third-party channels (eg asking your guide to
make a safety tour at the hotel, or check the transport • Community: Social norms can be
conditions before the tour….) very important in certain settings, thus
while selecting a remote area for camping
or hiking, you might also want to consider
its impact and perception from the local
communities.

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How do we identify the risk factors?

While going through the examples, you might also ask yourself 'but how do we identify these risks? Is it a desk-
based study that we could do without leaving the office?'.
The answer might vary depending on factors such as your position, technical expertise, familiarity with tour
circumstances and scope of the activities. Some of the risks can be identified from your desk however for an
extensive approach you might need to:

• Inspect sites or tours physically

• Study maps and photographs
• Consult with other industry operators, technical experts, sport clubs
• Review standard operating procedures
• Review past accidents and incidents

Step 2: Risk Analysis

Once you decide on the scope of the activities that will be covered in the risk assessment, you can identify the risks based
on these activities. Identification of factors which could lead to accidents, events and their possible consequences is the key.
Based on these identified factors you can analyze them according to the likelihood and severity by using a risk matrix tool.
Please see the example below for a cultural tour:

COLLECT CLIENTS 3 HOURS DRIVING

START FINISH
DRIVING CITY WALK RETURN CLIENTS

COLLECT CLIENTS 2 HOURS OF

FROM THE WALKING IN
THE OLD TOWN
AIRPORT

DRIVE TO CITY LUNCH AT

2 HOURS THE BOAT

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Possible risks can be:

Client forgotten A passenger could leave behind at the airport

Bruises A client gets bruises in the car

Car accident A car accident could occur

Sunburn A client can suffer from sunburn

Dehydration A customer could forget to drink water

Fall from the boat A client could fall while getting in the boat or could fall from the boat

Get lost A client could get lost and get separated from the group

Allergic reactions A client could get allergic reaction to the food for lunch

While assessing these risks, we need to consider two points: likelihood and severity:

The seriousness: what will happen? How bad could the damage be? Could people be injured
or die?

Seriousness

High Life-threatening injuries

Medium Injuries that require a doctor

Low Small injuries

The likelihood: could it really happen? What is the chance/likelihood of it happening?

Likelihood

High It happens often

Medium It happens sometimes

Low It happens rarely

Risk Matrix

Medium Very
High
High serious

Seriousness

Medium Medium Medium High

Low Low Medium Medium

Low Medium High

Likelihood

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Key:

Grading Category Explanation

(Seriousness + Likelihood)

Acceptable and managed by routine procedures. Slight

2 Low Risk chance of the risk occurring with only minimal damage
expected (scratches).

Risk examination and management required. A real chance of

Moderate Risk the risk occurring results in injuries ranging from average
3-4 (first aid will be required) to severe (hospitalization will be
required) degree.

5 Immediate management required. High to medium

High Risk likelihood of the risk occurring resulting in critical injuries
with the possible threat of long-term disability.

Unacceptable risk-Avoid. High likelihood of the risk

occurring resulting in very serious consequences (life -
6 Extreme Risk threatening or life altering injuries and possible death.)

How do we calculate whether the risk is acceptable or not?

The formula is: = Seriousness + Likelihood

Example: A client falls from the boat

Seriousness= 2
Likelihood= 2
Seriousness + Likelihood= 4 This risk needs to be managed

In the table below, we identify several risks that might happen in a cultural hiking tour:

Risk Identified Seriousness Likelihood Risk Acceptable

A tourist can get lost during the tour first 2 3

A client can fall from the boat 2 2 4

A car accident could occur 3 2 5

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Step 3: Risk evaluation

Based on the risk assessment, you can decide how to prioritize your actions. For high risk and
likelihood of events you might prefer to change the company operations and eliminate these
activities, or you might take preventative measures to decrease the likelihood or probability by
providing procedures, training to the staff or information sessions for tourists.

Below table could give you some guidance on how to take action:

Category Explanation

Low Risk Acceptable and managed by routine procedures. Slight chance of the risk occurring with only
minimal damage expected (scratches).

Risk examination and management required. A real chance of the risk occurring results in injuries
Moderate Risk ranging from average (first aid will be required) to severe (hospitalization will be required)
degree.

Immediate management required. High to medium likelihood of the risk occurring resulting in critical
High Risk injuries with the possible threat of long-term disability.

Extreme Risk Unacceptable risk-Avoid. High likelihood of the risk occurring resulting in very serious
consequences (life - threatening or life altering injuries and possible death.)

Step 4: Risk Treatment

Risk assessment is being done not to avoid all risks and but put necessary measures to minimize
the likelihood of the occurrence of the event. Thus, for risks that need to be managed we need to
put suitable actions/measures in place:

Measures for preventing and managing risk factors should include

• Written rules and standard operating procedures

• Training in first aid and qualification of upgrading for staff
• Well explained conditions of participation and instructions for tourists
• Development of contingency plans and emergency preparedness plans
• Using updated equipment and monitoring with checklists
• Planning and assessing alternative routes
• Implementing safety measures such as the use of barriers, vests and helmets or cancellation of
unsafe activities

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2.2. STANDARD OPERATING PROCEDURES

SOPs are documented set of instructions that define the rules-control points for staff to
complete certain operational tasks with the aim to ensure safety in organization operations and
uniformity in its practices.

Standard operating procedures will help you

• To decrease accidents and incidents in your tours

• To keep a safe workplace
• To promote your company's reputation
• To achieve a general increase in safety standards in the tourism industry
• For quality standardized services

The framework for standard operating procedures is quite varied. They can be in the form of
a checklist, in which responsible person will fill in the information or they can describe the
process in a very detailed manner. For practical use, keep the procedures short and simple
however clearly identify who is responsible to fill in the document and who will follow up.
Procedures are living documents thus can be reviewed and changed very often. While creating
a procedure; decide the format whether it would be a checklist or provide instructions, or would
you prefer to provide additional reference documents in the procedure. How much details will
you provide? These questions should be answered while creating the most suitable format for
your workplace. The procedure format should be easy to understand and use. It should be noted
that there is no one model fit for all. Depending on the operations and needs, the procedure
format might be varied. It is advised to look at the examples and set up the most suitable format
for your workplace and staff.

Below we provide an example for general SOP for tour guides, you can adapt it to the needs
of the tour and identified risks.

SOPs for Guides

INTERNATIONAL REFERENCE STANDARD YES/NO CONTROL MEASURE

Hotels (accommodation)

Do you have a system in place to check the safety / risk features of the hotel
accommodation? (see SOP for accommodation)

Drivers (vehicles)

Do you have a system in place to check the safety / risk features of the drivers /
vehicles? (see SOP for drivers)

Camping

Do you have accurate weather reports before embarking on the camping trip?

Have you separated toilets, kitchens and sleeping areas while camping?

Have you guaranteed that no flammable liquids and gas canisters are left
inside of tents?

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Have you established a meeting point in case of emergency?

Have you established adequate fire prevention procedures?

Have you communicated that clients should not smoke or use candles,
gas or electric heaters in the sleeping tents?

Have you guaranteed that camping stools and all relevant camping
equipment is in good condition?

Have you provided hand washing facilities at all campsites?

Have you guaranteed that water purification procedures are available (where necessary?)

Food

Is purchased food fresh and of high standard?

Is food kept securely away from sources of contamination?

Is food not prepared too far in advance, and is it stored at an adequate

(cooling) temperature?

Is food reheated secure to ensure all bacteria is killed?

Is food fully cooked?

Is poultry defrosted properly?

Is there a clear separation between cooked and raw food?

Are buffets properly monitored to avoid spreading bacteria?

Is dehydrated food kept in airtight bags or containers?

Is fresh meet & fish used on day of purchase, if refrigerators are unavailable?

Are tinned and packet goods stored in a way that prevents damage to the
packaging?

Are use-by dates strictly followed?

Are fruit and vegetables washed in clean, soapy water, then rinsed in
treated water (or chlorine, boiled water etc.)?

Is there a first-aid kit on hand in the kitchen area?

Is the cooking environment clean and stirring?

Do those cooking food maintain adequate levels of hygiene?

Walking

Have you checked weather conditions in advance?

Are you carrying the correct safety equipment including a full first aid kit?

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Have you walked the route before to ensure it is safe to operate it?

Have you allocated a back marker for the walks?

Are you carrying effective methods to communicate with emergency

services (ie SAT phone, mobile phone, radio etc.)?

Do you have an evacuation plan in place?

Have you checked that customers have the correct footware for the type of
walk?

Are you ensure that clients take adequate rests during walks?

Have you communicated that no unplanned walks should take place at night?

Are you sure that rivers with a water level above knee height are not crossed?

Have you communicate that clients should not approach wild animals?

If used, have you guaranteed that porters have adequate clothing, shelter,
food, medical care and limited weight loads?

Are you counting clients throughout the walk?

Have you briefed customers on schedule for the day, equipment, potential
dangers on route, littering etc.?

Are you aware of common symptoms of Acute Mountain Sickness (AMS)

and are they adequately treated - ie headaches, nausea, vomiting,
fatigue, poor appetite, dizziness, sleep disturbance etc.?

Swimming/snorkeling

Have you communicate (and are you monitoring) that clients do not swim
alone or after dark?

Have you briefed clients on the dangers of diving?

Are you monitoring that tour participants don't swim after consuming
alcohol?

Are you aware of (and have communications on) currents at swim posts?

Have you advised clients not to stray too far from the boat/shore?

Have you guaranteed that the snorkeling area is free from other hazards, ie
boats, ski jets etc.?

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Have you adequately checked equipment for quality, safety and customer
comfort?

Have you given a demonstration on how to fit a mask and fins before
clients enter the water?

Have you briefed clients on their breathing techniques, the dangers of the
sun whilst snorkeling, and how to use the international distress signal if
they get into trouble?

General Health Risks

Do you always carry your first aid kid?

Have you included preventive measures for the most common medical
issues on clients' introductory briefing, ie around diarrhea, dehydration,
heat exhaustion etc.?

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2.3. EMERGENCY PREPAREDNESS PLAN AND INCIDENT REPORTING

Emergency Plans are composed of actions that would minimize the harms and losses in case of
an emergency. It can also be defined as a management system that aims to meet the needs of
affected communities in a timely and effective manner in emergency situations. The emergency
plans become active once the emergency occurs and end after the causes of the emergency
disappear. An effective emergency requires to be prepared and coordinated and might require
unusual resources. The emergency plans should clearly define the different types of emergency
situations and they should be simple and easy to understand and implement.

How can we prepare an emergency plan:

BEFORE THE EMERGENCY DURING THE EMERGENCY AFTER THE EMERGENCY

It is advised to minimize the cases of emergency with preventative measures such as standard
operating procedures. Employees needs to be provided with first aid training and completed training
for their activities. All materials that have to be used during emergency and numbers to call for
emergency cases should be provided to employees before the case of an emergency.

In the case of an emergency there are 3 factors that need to be taken into consideration:

• First aid
• Communication
• Risk assessment and environmental conditions

First aid:
Based on the degree of the injury; tour responsible need to decide on the first aid model and transfer
the victim to nearest health center and keep calm other tour participants.

Communication:
Tour responsible has to inform tour operator,
evacuation team. Emergency teams need to be
informed about the condition of the victim,
materials that are needed, conditions of the
other tour participants.

Risk assessment and

environmental conditions:
Preventive measures should be
taken for ongoing risks and
possible accidents.

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Incident Reporting
Incident reports should at least cover the information below:

• Information about the victim

• Decisions of the victim (whether or not accept the first aid, decisions on transfer model)
• Reason of the incident
• How the incident occurred
• Environmental details
• Which organizations are being informed about the incident

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INCIDENT REPORT EXAMPLE

Part 1: General Information

Reported By

Name of Guide

Name of Tour

Seriousness of Incident Accident Near Accident Other ................................................... ..............................................

Date & Time Date: ................................................ ................... App. Time of Incident: ................................................ ..............................................

Place of Incident:

Description of
Incident

Actions taken
bu guides

Part 2: Client Information (one form per client involved directly in the incident)

Name of client

Email

Description of Injury

Was tjhe client transferred to hospital? Yes No

Client refuses hospital treatment? Yes No

Transported by ambulance? Yes No

Any other type of transport?

Were the police called to the scene? Yes No

Rescue team involved?

Part 3: Other Clients

Were any other group members in need of (trauma) support? Yes No

Was (trauma) support offer? Yes No Client declined help

Toher actions taken

regarding
client

Name Phone Email Nationality

Witness to accident

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2.4. ACTION AND MONITORING PLAN

Action and Monitoring Plan is a set of activities that aim to improve safety conditions in its
operational activities. The AMP outlines the activities that need to be performed to reach its overall
strategy and objective for safety. As a minimum, the APM defines tasks (what will be done),
responsible (who will do it), duration-timeline (when it will be done) and monitoring methods (how it
will be followed up).

The main aim of the RSMS is to minimize the damage or likelihood of the occurrence of accidents
with necessary measures. Thus, without an action plan, risk assessment would be pointless. For
continuous improvement, we need to collect data, review the system, follow up measures to ensure
the efficiency.

• Remediate if necessary • Identify the risks and hazards

• Review the plans and SOPs • Analyze the risks and hazards
on regular basis • Define the gaps in your
existing system
CONTINOUS
IMPROVEMENT PLAN

MONITORING • Standard Operating

IMPLEMENTATION
• Collect data from the tours Procedures
• Check if the SOPs, plans • Emergency Plan
implemented correctly • Incident Reporting
• Action Plan
• Measure the progress
• Training of the staff

As in many of the management process, RSMS also requires leadership: a responsible who that
demonstrates commitment and leads the process and strategy that clearly defines the expected
results and vision.

While deciding on the leadership and strategy the following questions can help you to manage
the process:

• Who will manage, lead and follow up the process?

• Who will be responsible for different activities? (on-site and document based)
• What would be the strategy? What is the vision of this process? (providing quality safe
services, being pioneer in the sector on safety, minimizing the accidents…)

If you set goals related to your strategy you can also measure your performance over time and
progress you have made. While conducting the monitoring the following tips could be useful:

• Review the risk assessment, procedures frequently. Risk might change over the time or new
Activities can be added into your program, it is important to keep the documents up to date
• Monitor the incident records, accidents, they could help you to improve procedures,
understand the hopeless
• Provide refreshment trainings to your staff, guides, suppliers
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Action and Monitoring Plan by GIZ

Action and Monitoring Plan is a
self-assessment tool developed for the
tour operators:

The Plan is composed of 3 main parts:

Profile of the Company

n the profile of the company section, you need to provide various information regarding the company
structure such as main activities, services, number of staff and guides. This information is needed
to better understand the profile and related needs.

Develop A Safety Plan

This section allows you to assess your organizations safety system and identify the missing points.
A basic safety system requires a risk assessment, standard operating procedures, emergency
preparedness, incident reporting and client screening. Do you assess all the risks in these areas?
Do you have the standard operating procedures to address these issues? Do you have record
keeping system with incident logs? By answering these questions, you will discover the gaps in your system.

Implement Additional Safety Plan

Implementation part covers main elements such as developing corrective actions, monitoring and
planning for continuous improvement. The main aim of a management system is to prevent the
occurrence of the incidents in the first place, however in case they happen you need to have proper
actions to avoid that it happens again. In this section, you will answer the questions such as: Do
you implement corrective actions for issues you have identified in risk assessment or for accidents?
Do your staff have proper training and knowledge on the procedures? Do you monitor how your
procedures are implemented?...

The Action and Monitoring Plan can help you to see the gaps in your system, put on
measures and follow them.

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2.5. HOW TO SET UP RISK AND SAFETY MANAGEMENT SYSTEM:

•
STEPS

In the previous sections, we examine the main elements of the RSMS. Below, the main 9 steps
of the system is presented with examples and useful tools.

1. Leadership and Strategy:

While developing a new system, it is important that the process
1 - Leadership
will get across all team members including your service providers
& Strategy
and their staff. Demonstrating a leadership and establishing a
responsibility is first stage in this process. Setting a strategy
demonstrates if your organization already considers the risk and
2 - Analyze safety as part of your overall quality mission and vision. The
Risk and organization does not need to develop a new strategy for risk and
Hazards
safety management in case your overall strategy is also covering
safety/security of the customers. However, responsible(s) for this
task should be clearly defined via procedure or job description.

3 - Define SOPs 2. Analyze risk and hazards:

As we explained in the previous section, risk assessment requires
risk identification, analysis and evaluation.

4 - Define 3. Define SOPs:

Emergency Plan Based on the risk assessment define necessary SOPs to take
preventative measures for minimizing the likelihood of occurrence
of incidents and damage
5 - Prepare
Incident 4. Define emergency plan
Reporting &
Insurance 5. Prepare incident reporting & insurance

6. Develop action plan with targets

6 - Develop
Action Plan
with Targets 7. Train your staff and suppliers:
Your staff and suppliers need to be equipped with necessary skills
and knowledge to prevent and manage risks. For staff and supplier
training you need to analyze the needs (eg what are the main
7 - Train your skills needed for the identified risks) and key personnel: (who will
Staff &
be provided with training). It is important to make aware all
Suppliers personnel and suppliers about risk and safety procedures.
Subject specific training can be organized for relevant staff (eg
advanced driving techniques for drivers, first aid trainings for
guides)
8 - Monitors
Your Safety 8. Monitor your safety measures
Measures

9. Strive for continuous improvement

9 - Strive for
Continuous
Improvement

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ANNEX 1:
Definitions

For those who are not familiar with standard and quality management, risk and safety management
terminology might sound too technical however, most of the tools have practical objectives: such as policies
are for communicating for values to your staff, business partners and customers; procedures are for unified
practice of services and actions plan are for services improvement. Below we provide definitions for the terms
that you often hear throughout this document:

Risk: A risk is the likelihood that a person(s) may be harmed, damaged or suffer adverse health effects if
exposed to a hazard. Within the concept of this project, risk is only evaluated in the context of health and
safety of the tourists/clients and staff.

Acceptable Risk: potential hazards, which are expected and accepted as part of the basic route of a specific
tour. As a rule, these risks have been previously identified, assessed and determined to be acceptable.
Acceptable risks are managed or controlled through specific measures.

Risk Assessment: is the process in which the risk of a hazard occurring is evaluated and the availability and
efficiency of control measures are considered. Assessed risks are defined as acceptable or not for specific
types of tours.

Risk assessment includes:

• identifying risk factors/hazards
• assessment of the likelihood that the hazard will occur and the seriousness of the consequences of such
an event
• evaluation of whether the risk is within acceptable limits set by the operator, national laws, tourists
tand/or international standards

Risk and Safety Management System: is a management system that focuses on ensuring safety of tourists/
clients and staff commitment by efficiently managing operational risks through, clearly defined responsibilities,
roles, processes and procedures (eg SOPs, EPP, Incident Reporting), building capacity among staff with
training; and monitoring of practices and results with objectives and targets.

Risk Matrix: is a method to assess whether a risk is acceptable or needs to be managed-avoided based on
how likely it is to occur and the seriousness of the consequences.

Hazard: Potential source of harm that may imperil the health and safety of people. Hazards can be risk
factors and may come from any kind of activity from acts of nature, humans or objects.

Accident: an unintended and unpredictable event resulting in death, disease, injury or other damage.

Incident: is an event leading to an accident or having the potential to lead to an accident.

accident Almost (near miss or near accident): an incident in which no personal injury was sustained but
where given a slight in time or position damage or injury easily have occurred.

Standard Operating Procedure: are documented set of instructions that define the rules-control points for
staff to complete certain operational tasks with the aim to ensure safety in organizational operations and
uniformity in its practices.

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Action and Monitoring Plan: A set of activities that aim to improve safety conditions in its operational
activities. The AMP outlines the activities that need to be performed to reach its overall strategy and
objective for safety. As a minimum, the APM defines tasks (what will be done), responsible (who will do it),
duration-timeline (when it will be done) and monitoring methods (how it will be followed up).

Emergency Preparedness Plan: A set of instructions/actions used by staff/tour personnel to efficiently

manage and minimize the damage in case of emergencies and accidents. In the context of this project we
use EPP as a synonym of Emergency Plans that also covers issues by contingency plans.

Incident Report: a reporting tool for recording the almost accidents, incidents and accidents experienced
by staff, supplier staff or tourists during the organizational operations.

Food Safety: describes all processes necessary to handle, prepare and store food in ways that prevent
food-borne illnesses resulting from contaminated food, pathogenic bacteria, viruses, or parasites.

Fire Safety: fire safety is a set of practices intended to reduce the destruction caused by fire and includes
measures that are intended to prevent ignition and measures that limit the development and effects of a
fire after it starts.
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RISK AND SAFETY MANAGEMENT

SKILL BUILDING IN
ADVENTURE TOURISM DESTINATIONS

INTRODUCTION COURSE