Transport Workers – De-Escalation Training
De-Escalation Training for Transport Workers - Australia
Resolution Education is an Australian specialist OVA provider, and our de-escalation training for transport workers is built around the A.D.P. Framework (Awareness, De-escalation, Protection), tailored to bus and taxi drivers and other passenger transport staff who deal with angry, abusive and threatening passengers. For airlines, see our training page for airline and airport staff.
Why De-escalation Training Is Important for Transport Workers
Bus and taxi drivers work alone, in a confined space, with passengers they can’t choose. When a passenger becomes angry, a driver often can’t walk away or easily call for help. Instead of a thank-you at the end of a long shift, many drivers face verbal abuse, threats and, in some cases, physical aggression. De-escalation training gives them the skills to calm these situations before they become dangerous.
What Transport Workers Face
Drivers tell us the same situations come up again and again:
- Passengers who are running late or have missed the service
- Disputes over fares and payment
- Intoxicated or distressed passengers
- Passengers who refuse to follow the rules
- Anger over delays, cancellations and detours the driver can’t control
- Late-night shifts with few people around
Repeated abuse also takes a toll on drivers’ wellbeing and confidence, which is why our training covers what to do after an incident as well as during it.
How De-escalation Training Helps
Our training teaches drivers to understand why passengers become aggressive, recognise the early signs of agitation, and use calm communication and body language to bring a situation down before it escalates.
We cover speaking politely and clearly to passengers, avoiding the triggers that set conflict off, and preventing fare disputes by recording trip details accurately.
Drivers also learn how to position themselves safely, when to disengage, and when to call for help. The result is a better relationship between drivers and passengers and a safer workplace for your team.
Who We Train
- Bus drivers,
- taxi drivers,
- supervisors,
- depot and operations staff,
- and other passenger transport workers.
What Your Team Will Learn
- Why passengers become aggressive, and how to avoid triggering it
- How to recognise early signs of agitation and step in before it escalates
- How to speak calmly and politely to reduce conflict
- How to prevent disputes over fares and payment
- How to respond safely to verbal abuse, threats and aggressive behaviour
- How to look after yourself after an incident
Figures reported by ABC News in 2019, based on Transport Workers Union data, found that 96.5 per cent of Queensland bus drivers had been abused and 81.2 per cent had been threatened with physical harm.
References:
Customise Your Training Now
Our Training & Services
Contact Us
Melbourne
Melbourne, VIC 3000
Parramatta Sydney
Parramatta Square, NSW 2150
South Adelaide
Hindmarsh Square, SA 5000
Perth
Perth, WA 6000