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On the Long Haul

4-Steps to Risk Assessment and Management

There is no question that working as a bus operator can lead to situations of conflict and danger. But good training will go a long way toward solving theses problems. Most companies and organizations spend lot of time and money on relevant training.

The key to safety and to make sure that difficult passengers do not threaten the comfort and safety of other passengers is to have a plan of action.

One way to think about this is by using this 4-step approach: 

  1. Assess the situation
    It is important to learn to recognize potential problems and how urgent they may become. With experience a bus operator will come to know which situations could escalate or which will disappear, likely with the next stop. Another way is to read body language.

  1. Determine the action to take
    Once bus operators have determined that there could be a problem they must use good judgement skills to decide what action would be most appropriate to take. 
    How do you use good judgement? Ask yourself these questions:

    1. What are the facts? (You need to weigh the evidence that there really is a problem and what might be causing it.)

    2. Have I checked my feelings at the door? (You need to make sure you are not emotionally involved.)

    3. Do I need to act? (YES or NO)

  1. Take the action

    1. Ignore

    2. State the rules and guidelines that apply

    3. Diffuse the situation (use conflict resolution skills)

    4. Report (to police, to company, etc.)

    5. Get help (dial 911, use panic button)

  2. Report the incident


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