National RTAP Video: Problem Passengers Part 2, Customer Management Techniques

This is one of thirteen video clips included in National RTAP’s newly updated and enhanced Problem Passengers: Managing Difficult Passengers & Situations training course. The earlier version of this training was entitled Problem Passengers, Challenging Situations.
This course portrays many of the challenging situations front line rural transit staff may face and explains appropriate driver responses. It also covers customer management and behavior modification techniques, as well as ways drivers can present themselves to set a positive tone and maintain authority to help prevent situations from escalating. With these techniques, as well as the guidance on specific scenarios covered in this training, drivers will be prepared to handle any situation that comes their way.
Problem Passengers was updated in June 2018. Both the Learner’s Guide booklet and accompanying videos were updated and an eLearning version was developed. The new version now contains content on illegal drugs and service animals. The videos can be viewed as 13 clips or as one 27 minute video. The videos include new scenarios and two “mentors” to help guide the learners through the course content and debrief the scenarios.
For more information about this resource and for related resources, see cloud.nationalrtap.org/Resour...

[@jproducer5606]

I was looking for some videos on how (as a passenger) - I might deal with a diruptive fellow airline passenger, and I discovered these RTAP videos. Before I viewed them I reviewed FAA advisories to flight crews - and the ovewhelming advice the FAA gives flight crews is to de-escalate and refocus (distract the anger) the individual. These RTAP training videos are well done - and use a scenario approach that demostrates how to implement the de-ecalation techniques (yet stay in affirmative control.) Most of the amateur CZcams videos on dealing with difficult people are confrontational and exactly the opposite (then again, they are for entertainment value.) Being an instructor in many topics, I found that these RTAP videos present a better technique, which can be ramped up if necessay - but will in most cases allow the difficult person an exit path from their behavior.

[@NationalRTAP]

Thank you @jproducer5606. We are glad that they are helpful to you when you provide training.