Compliance, Cooperation and Collaboration: The 3 C's of Operator Safety

Additionally, Cincinnati Metro participates in tabletop security exercises and full-scale drills with first responders and local police, fire and SWAT teams to test plans for various scenarios on board buses and in facilities, including active shooter and bomb threat scenarios. A few of those tips:...

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Bibliographic Details
Published inMass Transit Vol. 43; no. 6; p. 66
Main Author Jones, Brandy
Format Trade Publication Article
LanguageEnglish
Published Fort Atkinson Endeavor Business Media 01.09.2017
Subjects
Collaboration
Compliance
Cooperation
Employees
Passengers
Security management
Threats
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Summary:Additionally, Cincinnati Metro participates in tabletop security exercises and full-scale drills with first responders and local police, fire and SWAT teams to test plans for various scenarios on board buses and in facilities, including active shooter and bomb threat scenarios. A few of those tips: * Always communicate respectfully * Remember, you are trying to reduce the level of agitation * If it feels good to say it, don't say it * Realize the person you are dealing with could have mental health issues, a medical condition, be under the influence of drugs or alcohol, or even carrying a weapon When focusing on handling verbal conflict, operators are trained to avoid using unprofessional language or words that express their personal feelings. "Show empathy, allow disgruntled passengers to vent, remember your customer service training and make them feel that what they're saying is important and that you will do all that you can to resolve their issues," said King.
ISSN:0364-3484
2150-413X