Ikon Training

Supporting rail staff with practical training during Rail Safety Week

By Kevin Cook

June 11th, 2025

4 mins

Kevin and learners in hi vis on the trackside after a conflict management course

Merseyrail teams gaining practical tools to handle anti-social behaviour and protect wellbeing during IKON’s Conflict Management course.

At IKON, we’ve always believed that great training is about more than just techniques. It’s about people. And right now, the people working across Britain’s railways need more support than ever.

As we mark Rail Safety Week 2025, it’s a timely moment to reflect on the rising levels of abuse and aggression faced by staff every day, and to ask what more we can all do to protect them.

The challenges facing our rail staff

Across the UK, rail staff are doing far more than selling tickets and announcing platforms. They’re navigating fare disputes, managing large crowds, and often de-escalating hostile situations, all while trying to keep services running smoothly.

The latest figures are worrying…

In 2023–24, 9,542 assaults on passengers and the public were recorded on the mainline railway, that’s up 17% on the previous year and more than 50% higher than pre-pandemic levels.

For rail staff, it’s just as stark. British Transport Police recorded 3,330 assaults on staff, a nearly 25% rise.

Behind these statistics are real people who just want to do their job safely and go home to their families. And too often, they feel they’re being left to cope alone.

A angry-looking man walking towards somebody down the train aisle, pointing.

The human stories behind the headlines

In my role delivering conflict management training across the transport sector, I’ve heard countless first-hand accounts. Like the station assistant who told me, ‘You call for help, but if BTP are stretched, you’re on your own.’ Sadly, it’s not uncommon.

These aren’t isolated events. The emotional toll is building. Some staff avoid certain shifts. Others consider leaving the industry altogether. There’s frustration, fatigue, and in some cases, trauma.

This isn’t just a workforce issue. It’s a wellbeing issue. And it’s something we all need to take seriously.

What’s being done… and where the gaps still are

Train Operating Companies (TOCS) have implemented various strategies, including:

Body-worn cameras to deter aggressive behaviour.
Mobile enforcement teams to address fare evasion.
Smart ticketing technology to streamline operations.

While these initiatives are steps in the right direction, there are concerns about body-worn cameras potentially escalating situations, instead of defusing them, have also been raised. These tools can help, but most are reactive measures… they come into play after things have already escalated.

What many staff are calling for is something different, the skills and confidence to manage risk before it turns into harm.

What we’re doing at IKON Training

At IKON, we’re proud to support rail operators across the UK with tailored, trauma-informed training that prepares teams for the realities of their roles.

Through our Conflict Management courses, we focus on:

Recognising early warning signs of aggression.
Practical de-escalation techniques.
Breakaway and personal safety strategies.
Building confidence and personal resilience.
Supporting wellbeing before, during and after incidents.

Kevin with a group of learners, all wearing blue shirts and Merseyrail lanyards, some have thumbs up after Conflict management training.

Kevin with Merseyrail staff post training session.

Our approach is grounded in real-world experiences, ensuring that staff are equipped with the tools they can apply immediately. By fostering a culture of confidence and preparedness, we aim to reduce the incidence of conflict and enhance overall safety on the rail network.

‘One of the best courses I’ve ever attended… Great content. Valuable lessons.’
— Learner, Greater Anglia

‘A must for frontline staff. The best course I have been on in 20 years..’
— Learner, ScotRail

‘Brilliant course by brilliant, interesting people.’
— Learner, Avanti West Coast

These aren’t just tick-box sessions. They’re skills people take with them onto the platform, into the station, and back home with more peace of mind.

A mock up of a Greater Anglia ticket.

Merseyrail staff in hi vis on a train carriage learning communication & physical skills from IKON Training

Merseyrail staff putting communication skills into practice through hands-on training scenarios.

Why it matters?

With rail operations transitioning into public ownership, now is the time to prioritise safety and wellbeing from the ground up.

This means:

A national strategy for consistent staff training.
Better collaboration between operators, the BTP, and training providers.
A shift from reacting to incidents, to preventing them.

Rail staff are the public face of our transport system. They deserve to feel safe, supported, and valued – not just this week, but every day.

Girl on train platform.

Let’s make a difference this Rail Safety Week

We’re proud to stand alongside the rail sector in pushing for better training, stronger support, and safer working environments.

If your organisation is looking for practical ways to support your teams, we’re here to help. Whether it’s one-to-one discussions, team workshops, or a broader strategy, we can shape something that works for your people.

Explore how IKON Training work in the transport sector here.

Useful link: https://www.railadvent.co.uk/2025/04/new-measures-announced-by-transport-for-london-to-combat-fare-evasion.html