The Art of Defusing Conflict: De-Escalation Techniques for Transit Operators

This training course was developed in cooperation with the Florida Department of Transportation and the Florida Transit Safety Network and produced by the University of South Florida’s Center for Urban Transportation Research.

The Instructor Guide is meant to be printed and to serve as a guide for Florida’s transit trainers. The PowerPoint presentation and agency specific videos, scenarios, and policies should be incorporated into the classroom training. The Participant Guide is to be provided to each learner along with a copy of the agency’s specific policy .

Course Goal:

The goal of the The Art of Defusing Conflict: De-Escalation Techniques for Transit Operators course is to teach public transportation employees about techniques to defuse stressful passenger situations. In addition, participants will learn about their agency specific rules, policies, and restrictions; and how best to handle difficult situations while operating a public transit vehicle, as well as relevant state laws and regulations.

Course Objectives:

At the conclusion of this training course, participants will be able to:

  • Define the terms “conflict” and “de-escalation”
  • Identify situations that can cause passenger frustrations and recognize ways to reduce stressors
  • Demonstrate techniques to defuse stressful situations to achieve positive outcomes
  • Interpret state laws and agency policies with regard to difficult passengers and situations

Training Materials

This training program may be customized to include agency specific policies and procedures, as well as state laws and regulations. There have been place holders inserted into the PowerPoint presentation to allow an instructor to insert their agency’s policies and procedures. It is critical for instructors to thoroughly review each element of their agency’s policy on wireless devices and for participants to clearly understand the policy. This course will examine what distracted driving is, and how it has affected the public transportation industry.

Required Training Materials

Post Training Activity Report

A list of training participants must be sent to Stephanie Lewis within 30 days of the in person training class.

Computer Based Training

The 90-minute The Art of Defusing Conflict: De-Escalation Techniques for Transit Operators computer based training (CBT) offers transit trainers and operators a self-paced, online training program on operator de-escalation techniques; agency specific rules, policies, and restrictions; and how best to handle difficult situations while operating a public transit vehicle.

The CBT must be completed in its entirety 9 modules, you will have an opportunity to assess your knowledge. You must pass each assessment, including the post-test assessment, with an 80% before you can move to the next module. If you have difficulties with a particular module, you may repeat it until you reach the necessary standard. You will receive your certificate after you have successfully completed all 9 sections and completed the Course Evaluation.

Successful completion of the CBT is required for all transit operator trainers who plan of teaching the classroom version of The Art of Defusing Conflict: De-Escalation Techniques for Transit Operators computer based training.

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