Confronting Disruptive Behaviour Head-On in the Transport Industry
Written by Kevin Cook, IKON Trainer
The transport industry is one of the most complex and fast-paced industries in the UK, with millions of people accessing services for their daily journeys. This environment brings unique challenges for those dedicated workers who provide the services we rely on.
According to Think Respect, 60% of road workers suffer abuse daily. In 2023 a total of 2307 reported being either verbally or physically abused whilst at work out on the public highway – and those are only the ones that were reported. The negative impact on the mental health of those subjected to such abuse is a significant concern for employers.
In this insights article, I’ll delve into the various disruptive behaviours within the Train Operating Companies (TOCs) and across the transport sector. By exploring their implications, I aim to provide a comprehensive understanding of this dynamic and rapidly evolving industry.
Understanding the Scope of Disruptive Behaviour
Disruptive behaviour in the transport industry can range from minor irritations to severe incidents. Whether it’s a passenger refusing to show their ticket at the station/platform or an aggressive passenger causing a scene on a bus, these situations can escalate quickly, affecting everyone on board. Railway and bus drivers often find themselves on the frontline, facing challenging behaviour that can disrupt schedules and compromise safety.
The Importance of Conflict Management and Resolution Training
Conflict Management Training and Conflict Resolution Training are essential tools for transport staff. These trainings equip staff with the skills to de-escalate conflicts effectively and handle aggressive or angry passengers. By learning techniques such as active listening, clear communication, and non-confrontational body language, staff can diffuse situations before they escalate into more serious incidents.
Real-World Applications
For instance, at a busy train station, a ticket inspector might encounter a passenger who becomes angry when asked for their ticket. The inspector can often prevent the situation from escalating by employing passenger de-escalation techniques, such as speaking calmly and acknowledging the passenger’s frustration.
I observed that they face numerous challenges when delivering TravelSafe and Conflict Resolution Training to staff across our transport clients, such as Avanti West Cost, Scot Rail and Merseyrail.
Whether managing passenger safety due to intoxication or dealing with angry or aggressive passengers and anti-social behaviour, the team at Merseyrail follows several strategies to de-escalate challenging situations and ensure staff and passenger safety is paramount. Introducing body-worn cameras, good observational skills, structured reporting systems, and a robust approach to passenger behaviour ensures that safety is at the heart of each journey.
The Role of TOCs (Transport Operating Companies)
TOCs are pivotal in setting standards for handling disruptive behaviour. Providing regular training sessions and updating protocols based on recent incidents can help maintain a high level of preparedness among staff. This is evident in the initiatives taken by Merseyrail and TfL to address staff abuse.
Challenges in the Road Sector
The connection between the rail and road sectors is becoming more evident. With some people opting to drive instead of using public transport due to rising living costs, this has increased aggression on the road networks. National Highways workers reported 541 incidents between 2020 and 2023, ranging from verbal abuse to threats with edged weapons and industrial cutting tools. Road user frustrations are now directed at the people trying to maintain the infrastructure.
The Plight of Bus Drivers
Bus drivers are also facing a surge in abuse. A report by Highways-news.com highlights the alarming issue faced by these essential frontline workers, who encounter verbal and physical assaults from bus passengers. From insults to threats, the hostile behaviour directed at bus drivers has reached unprecedented levels, creating an atmosphere of fear and distress. Such mistreatment not only jeopardises the safety and well-being of these drivers but also undermines the essential services they provide to communities.
A Call to Action
All sectors within the public transport industry, whether rail, road, aviation, or sea, will always see a degree of conflict. However, they all share one common goal: recognising the importance of safety.
The commitment of TOCs and other transport operators to addressing disruptive behaviour through training and robust protocols is crucial.
By confronting disruptive behaviour head-on, we can create a safer and more respectful environment for passengers and transport workers.
Additional Reading
These resources provide a deeper understanding of the challenges faced by transport staff and the importance of addressing disruptive behaviour pro-actively.
– This article from RailStaff on staff abuse within Transport for London (TfL) underground stations, which highlights the need for action against verbal abuse, threats, and physical assaults.
– Highways-news.com report on the surge of abuse faced by bus drivers, detailing the verbal and physical assaults from bus passengers.
– Think Respect initiative, providing insights into the high rates of abuse faced by road workers and the impact on their mental health.
Kevin with learners from Merseyrail.
Key Learning Outcomes of a Transport Safety Course:
Threat Assessment:
- Gathering relevant information.
- Conduct threat assessments for safety and preparedness.
Managing Behaviours:
- Identify and understand different behaviours
- Recognise impact factors influencing behaviours.
Effective Communication:
- Learn effective communication.
- Use communication to defusing confrontations.
De-escalation Strategies:
- Apply strategies to de-escalating conflict.
- Maintain a safe environment.
Safety for Self and Passengers:
- Ensure personal and passenger safety through appropriate actions
Legal and Policy Framework:
- Identify policies, byelaws, and legislation.
- Use regulations to protect and support staff.
360º Awareness and Movement:
- Maintain 360º awareness.
- Practise effective stance and movement for safety and control.
Post-Incident Procedures
- Follow important post-incident procedures
Conflict De-escalation:
- Listen, reflect, and allow passengers to express frustrations
Attitude Vs Behaviour
- Understand how attitude drives behaviour.
- Enter situations with a positive attitude to manage behaviour effectively.
Written by Kevin Cook, IKON Trainer
Kevin is dedicated to creating safe learning environments through his diverse accomplishments, family connections, and passion for martial arts. His interactive training sessions reflect his belief that learning should be an enjoyable experience. He actively engages with learners, encouraging an open dialogue that fosters a culture of trust and collaboration. Kevin firmly believes that when individuals feel empowered and secure, they are more likely to excel in their roles.
Connect with Kevin on LinkedIn
Keeping Up to Date on Transport Issues
Jason Keeley, Managing Director of IKON Training, attends the Merseyrail Stakeholders Reception annually to maintain client relationships and stay informed with critical insights.
On Wednesday July 3, 2024, Jason will be taking part in Q&A for Rail Wellbeing LIVE Wellbeing Wednesdays. ‘Managing Conflict Positively’ webinar
Each month they have insightful and practical advice, covering all aspects of health and wellbeing for the rail community.
Empower Your Team: IKON’s Transformative Transport Training
Our training helps people who work on public and private transport feel safe at work.
Suggested attendees: All frontline staff whose work brings them into direct contact with members of the public – under legislation it is an employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression.
Carrying out work in the face of aggressive or challenging behaviour can be daunting. We’ve worked closely with our clients in the transport sector to develop courses that support conflict resolution amidst real challenges:
- Communications/Conflict Management Training
- Breakaway Training
- Lone Worker Training
- Resolving Telephone Conflict Training
Our current transport clients include: Avanti West Coast, ScotRail, Merseyrail and Greater Anglia.
Our training is shaped by experience, training needs analysis and informed by current legislation.
Don’t just take our word for it: Client Testimonials
‘As the Learning & Development Manager I was tasked with looking at how we could improve our delivery in this subject. From the first meeting and presentation I was sure that IKON Training was the company to help us to move forward with conflict resolution and I haven’t been disappointed. All subsequent meetings with regard to course content, dates of delivery and changes have been conducted in a very professional manner. The trainers are very knowledgeable and thorough, with the ability to engage delegates from the outset. I have no hesitation in recommending IKON to other businesses and Train Operating Companies. I look forward to continuing our partnership with them.’
– Learning & Development Manager, Merseyrail
‘Merseyrail have been working for IKON for almost ten years. IKON have developed programmes around conflict resolution and TravelSafe. Their delivery methods, adaptability, professionalism and knowledge in this area has allowed us to achieve our lowest passenger accident rate ever.’
– Competency Training Manager, Merseyrail
Conflict Management Training for Your Team
Find out more about our transport courses.
- Communications/Conflict Management Training
- Breakaway Training
- Lone Worker Training
- Resolving Telephone Conflict Training
Call us 01473 927333. Email: [email protected]
Read more insights from IKON Training.
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