Ikon Training
Going off the rails… What we can learn from the transport sector’s approach to rising aggression
June 11th, 2025
3 mins
June 11th, 2025
3 mins
Rail Safety Week is an opportunity to spotlight the unsung heroes who keep our transport systems moving. This year, it has also sparked a broader conversation about the growing levels of aggression facing frontline workers… Not just on trains and platforms, but across public-facing roles in sectors like healthcare, retail, education and housing.
A recent report from the TSSA union highlights a sharp rise in verbal abuse, threats and physical violence affecting transport staff. Over 70% of workers report more incidents since the pandemic, often while enforcing policies or supporting passengers in high-pressure situations.
The rail sector is beginning to respond with clear strategies, from preventative training to improved staff support.
Like many sectors and those in frontline roles, transport staff face a unique combination of visibility, responsibility and vulnerability.
This pressure is not unfamiliar to professionals working in hospitals, schools, housing teams or customer service roles. The challenges differ, but the need for practical, people-first support is the same.
Aggression at work can lead to:
A growing number of sectors including public services, education and local authorities are now recognising that reactive measures aren’t enough. Like transport, they are starting to shift towards prevention, culture change and practical support for their teams.
The rail sector is showing that targeted, real-world training can make a tangible difference. It helps teams feel safer, respond more consistently and de-escalate situations before they reach crisis point.
Kevin with learners during a Conflict Management course.
The transport sector faces some of the most visible and unpredictable workplace challenges, but they’re not alone. The same types of conflict and behaviour crop up in many public-facing roles: people under pressure, systems stretched thin, and staff caught in the middle.
Here’s what we can learn from the Transport sector –
Transport teams are often first responders to public frustration, late trains, lost connections, rising costs. The same happens in hospitals during long waits, in housing teams delivering tough messages, or in retail when a policy disappoints.
The lesson? A policy on paper isn’t enough. People need to be trained and equipped to handle emotional, high-pressure moments in real time.
Tip: Invest in conflict resolution training that reflects real-world situations, not just theoretical models.
Bus drivers can’t leave their seats. Platform staff can’t always call for backup. Instead, they rely on early warning signs, calm communication and assertive confidence to take control before a situation gets out of hand.
This kind of pro-active approach is essential across sectors, whether it’s a lone worker in social care or a receptionist in a busy GP surgery.
Tip: Teach staff how to recognise early signs of escalation and respond with confident, clear boundaries.
The rail sector is beginning to take staff feedback seriously, shaping policies and training based on what actually happens on the ground. That shift from top-down compliance to frontline-led solutions is powerful.
The same cultural shift is needed in health, education and housing, where staff are too often expected to “just cope” with conflict.
Tip: Involve your teams in designing training, reporting systems and aftercare processes. Trust their insights.
After a difficult incident, it’s not enough to tick a form and move on. Forward thinking employers are focusing on follow-up: post-incident reflection, emotional support, and building confidence back up.
Any sector that values retention and wellbeing can take this on board.
Tip: Embed post-incident support into your staff care model. Resilience comes from being heard, not just being trained.
From rail stations to inner-city bus routes, different environments carry different risks. The most effective training in the transport sector is tailored, ideally built around the roles, routines and realities of the people involved.
This is just as true in a dementia care ward or a busy high school corridor.
Tip: Choose training providers who understand your world, not just the theory of workplace conflict.
While many organisations are doing their best to respond to incidents, we believe the bigger opportunity lies in empower teams to feel safer and more confident. Pro-active training helps teams:
Creating safer environments benefits everyone: the workers on the frontline, the colleagues supporting them, and the people they serve. When staff feel protected and empowered, they are better able to stay present, act professionally, and maintain public trust.
Rail Safety Week gives us a moment to reflect, not just on the safety of passengers and infrastructure, but on the people who keep the system running.
It also serves as a timely reminder that preventing aggression at work begins with listening, learning, training and building confidence before things go wrong.
By investing in practical, preventative training, organisations can take meaningful steps to support their people, reduce harm, and create a more confident and resilient workforce.
To learn more about how we work with transport teams, explore our sector-specific courses or get in touch with the team at IKON Training.
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