An introductory 1-day course aimed at driving staff, inspection staff, and operational management figures within local public transport companies. It aims to provide personnel with the knowledge and skills needed to recognize, prevent, and manage critical situations on board public transport, with a specific focus on managing aggressive passengers.
Upcoming courses
Available on request
Language: Italian and English (on request)
Duration: 1 day (the standard package lasts 4 hours – customizable duration)
Target Audience: Driving staff, inspection staff, front-facing administrative personnel, and figures responsible for the planning and operational management of local public transport companies, private companies with traveling staff, public organizations, or consortia providing mobility services.
Format: In-person
Methodologies: Interactive theoretical training combined with practical learning sessions.
Content
Content: The course is structured into 3 main macro-areas:
- Staff Safety Approach
The module provides essential skills to recognize, assess, and manage personal safety risks on board. Participants develop situational awareness, the ability to prevent and manage aggressive or violent behavior, and an understanding of the effects of stress in critical situations. The program includes practical activities and on-board simulations to apply the learned techniques and improve incident reporting and management capabilities.
- Managing Aggressive Passenger Behavior
This module delves into the causes and dynamics of aggressive passenger behavior, providing tools to detect warning signs early and manage them effectively. Through the analysis of triggers and different forms of aggression, participants learn operational strategies to reduce conflict and protect the safety and well-being of both staff and passengers.
- Conflict Management: De-escalation Techniques and Negotiation Strategies
This module develops practical skills to prevent, manage, and resolve conflict situations on board. Participants learn communication, de-escalation, and negotiation techniques useful for defusing tension, maintaining emotional control, and encouraging the peaceful resolution of disputes, helping to ensure a safe and collaborative environment.
Course content can be customized based on the client’s specific needs and requests.
MODULES
Risk analysis in local public transport service planning
Identification of recurring on-board threats
Management of aggressive passengers on board
Communication techniques in high-tension situations
Prevention of violent behavior on board
Peer-to-peer review and evaluation among driving staff
What's Included
- 1-day training course
- Educational materials and additional readings
- Certificate of participation