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Samenvatting Sociale Hygiëne, ISBN: 9789052113555 Sociale Hygiëne
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Sociale Hygiëne – TheorieboekInhoudsopgave
1. Sociale Hygiëne ............................................................................................................................................ 5
1.1 Wat is sociale hygiëne? ................................................................................................................................ 5
Waarom sociale hygiëne? .............................................................................................................................. 5
Sociaal gedrag ................................................................................................................................................ 5
1.2 De wet .......................................................................................................................................................... 6
Paracommerciële rechtspersonen ................................................................................................................. 6
RI&E ............................................................................................................................................................... 6
Maatregelen voor een veilige en gezonde werkomgeving ............................................................................ 6
1.3 Verantwoordelijkheden van leidinggevenden .............................................................................................. 6
Voorlichting ................................................................................................................................................... 7
Instructie geven ............................................................................................................................................. 7
Toezicht houden ............................................................................................................................................ 7
Werkoverleg voeren ...................................................................................................................................... 7
1.4 Het horecabedrijf en de bedrijfsformule ....................................................................................................... 7
Bedrijfssoorten .............................................................................................................................................. 7
Doelgroepen .................................................................................................................................................. 8
Bedrijfs- en gastvrijheidsformules ................................................................................................................. 8
1.5 Alcoholverstrekkende winkels ...................................................................................................................... 9
Slijterijketens ................................................................................................................................................. 9
Zelfstandige slijters/franchises ...................................................................................................................... 9
Levensmiddelenhandel .................................................................................................................................. 9
Speciaalzaken .............................................................................................................................................. 10
1.6 Sociaal-hygiënisch beleid ............................................................................................................................ 10
Doelgroepenbeleid ...................................................................................................................................... 10
2. Omgaan met gasten ................................................................................................................................... 11
2.1 Communicatie............................................................................................................................................. 11
Manieren van communiceren ..................................................................................................................... 11
Effecten van communicatie ......................................................................................................................... 11
2.2 Gastgerichtheid .......................................................................................................................................... 11
Mentaliteit ................................................................................................................................................... 12
Houding ....................................................................................................................................................... 12
Oogopslag .................................................................................................................................................... 12
Stemgebruik ................................................................................................................................................ 12
Taalgebruik .................................................................................................................................................. 12
Gebaren ....................................................................................................................................................... 13
Kleding ......................................................................................................................................................... 13
Uiterlijk ........................................................................................................................................................ 13
2.3 Gastgerichtheid in de praktijk .................................................................................................................... 13
Tijdens het verblijf ....................................................................................................................................... 13
Afscheid ....................................................................................................................................................... 13
2.4 Professioneel handelen ............................................................................................................................... 13
Omgaan met feedback ................................................................................................................................ 14
Omgaan met negatief gedrag ...................................................................................................................... 14
Omgaan met klachten ................................................................................................................................. 15
, Soorten klachten ......................................................................................................................................... 15
Soorten klagers ............................................................................................................................................ 15
3. Regelhandhaving ........................................................................................................................................ 16
3.1 Regels ......................................................................................................................................................... 16
Ongeschreven regels ................................................................................................................................... 16
Geschreven regels ....................................................................................................................................... 16
Huisregels opstellen .................................................................................................................................... 16
3.2 Regels handhaven ...................................................................................................................................... 16
Controleren ................................................................................................................................................. 16
Corrigeren .................................................................................................................................................... 17
Sanctioneren ................................................................................................................................................ 17
3.3 Samen handhaven ...................................................................................................................................... 18
Samenwerken met collega’s ........................................................................................................................ 18
Samenwerken met de politie ...................................................................................................................... 18
Samenwerken met de gemeente ................................................................................................................ 19
Samenwerken met collega-ondernemers ................................................................................................... 19
3.4 Deurbeleid .................................................................................................................................................. 19
Getalscriterium ............................................................................................................................................ 19
Leeftijd ......................................................................................................................................................... 19
Kledingvoorschriften ................................................................................................................................... 19
Gedrag ......................................................................................................................................................... 19
3.5 Discriminatie ............................................................................................................................................... 19
Handhavingsbeleid ...................................................................................................................................... 20
4. Risicogedrag bij regelhandhaving ............................................................................................................... 21
4.1 Risicogedrag in de horeca........................................................................................................................... 21
Wat zijn oorzaken van risicogedrag? ........................................................................................................... 21
4.2 Tegenwerkend gedrag (A/B-gedrag) .......................................................................................................... 21
Omgaan met A/B-gedrag ............................................................................................................................. 21
4.3 Agressief gedrag (C-gedrag) ....................................................................................................................... 21
Oorzaken C-gedrag ...................................................................................................................................... 22
Omgaan met C-gedrag ................................................................................................................................. 22
4.4 Gewelddadig gedrag (D-gedrag) ................................................................................................................ 22
Oorzaken ..................................................................................................................................................... 22
Omgaan met D-gedrag ................................................................................................................................ 22
4.5 Crimineel gedrag ........................................................................................................................................ 23
Afpersing...................................................................................................................................................... 23
Bedrog ......................................................................................................................................................... 23
Overval......................................................................................................................................................... 23
Omgaan met crimineel gedrag .................................................................................................................... 23
4.6 Problematisch groepsgedrag ...................................................................................................................... 24
Voorkomen van problematisch groepsgedrag ............................................................................................ 24
Omgaan met problematisch groepsgedrag ................................................................................................. 24
5. Gespreksmodellen ...................................................................................................................................... 25
5.1 Gespreksmodellen gebruiken ..................................................................................................................... 25
Houding bij regelhandhaving ....................................................................................................................... 25
Benaderen van gasten ................................................................................................................................. 25
Afzonderen en afstand houden ................................................................................................................... 25
Soorten gespreksmodellen .......................................................................................................................... 25
, 5.2 Klachten ...................................................................................................................................................... 26
5.3 Nee verkopen .............................................................................................................................................. 26
5.4 Openlijke regelovertreding ......................................................................................................................... 27
5.5 Verborgen regelovertreding ....................................................................................................................... 27
5.6 Agressie en geweld ..................................................................................................................................... 28
6. Alcohol ....................................................................................................................................................... 29
6.1 De stof ........................................................................................................................................................ 29
6.2 Het effect .................................................................................................................................................... 29
Effecten op de korte termijn ....................................................................................................................... 30
Effecten op de lange termijn ....................................................................................................................... 30
Effecten in combinatie met andere middelen ............................................................................................. 30
Afbraak van alcohol ..................................................................................................................................... 30
6.3 Het gebruik ................................................................................................................................................. 30
Verantwoord alcoholgebruik ....................................................................................................................... 31
Alcoholmisbruik ........................................................................................................................................... 31
Alcoholverslaving ......................................................................................................................................... 31
6.4 De wet ........................................................................................................................................................ 31
Reclamecode voor Alcoholhoudende dranken ........................................................................................... 31
6.5 Alcoholbeleid .............................................................................................................................................. 32
Preventieve maatregelen ............................................................................................................................ 32
7. Drugs .......................................................................................................................................................... 33
7.1 De stof ........................................................................................................................................................ 33
Hasj .............................................................................................................................................................. 33
Wiet ............................................................................................................................................................. 33
Cocaïne ........................................................................................................................................................ 33
Speed ........................................................................................................................................................... 33
XTC ............................................................................................................................................................... 33
GHB .............................................................................................................................................................. 33
7.2 Het effect .................................................................................................................................................... 34
Drugsverslaving ........................................................................................................................................... 34
Lichamelijke afhankelijkheid ....................................................................................................................... 34
Geestelijke afhankelijkheid.......................................................................................................................... 34
7.3 Het gebruik ................................................................................................................................................. 34
Roken ........................................................................................................................................................... 34
Snuiven ........................................................................................................................................................ 35
Spuiten......................................................................................................................................................... 35
Slikken.......................................................................................................................................................... 35
Eten.............................................................................................................................................................. 35
Drinken ........................................................................................................................................................ 35
7.4 De wet ........................................................................................................................................................ 35
Gedoogbeleid .............................................................................................................................................. 35
7.5 Drugsbeleid ................................................................................................................................................. 36
Wettelijke eisen voor drugsbeleid ............................................................................................................... 36
Preventieve maatregelen ............................................................................................................................ 36
8. Tabak ......................................................................................................................................................... 37
8.1 De stof ........................................................................................................................................................ 37
, 8.2 Het effect .................................................................................................................................................... 37
Lichamelijke effecten ................................................................................................................................... 37
Geestelijke effecten ..................................................................................................................................... 38
Rookverslaving............................................................................................................................................. 38
8.3 Het gebruik ................................................................................................................................................. 38
8.4 De wet ........................................................................................................................................................ 38
8.5 Rookbeleid .................................................................................................................................................. 38
Wettelijke eisen voor rookbeleid ................................................................................................................ 38
Preventieve maatregelen ............................................................................................................................ 38
9. Gokken ....................................................................................................................................................... 39
9.1 Het spel ....................................................................................................................................................... 39
9.2 De spelers ................................................................................................................................................... 39
9.3 De wet ........................................................................................................................................................ 39
Reclame voor kansspelautomaten .............................................................................................................. 40
9.4 Gokbeleid .................................................................................................................................................... 40
Wettelijke eisen ........................................................................................................................................... 40
Preventieve maatregelen ............................................................................................................................ 40
Handhaven gokbeleid .................................................................................................................................. 40
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