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Transit Workplace Behavior Series: Conflict Avoidance - The Art of Maintaining Control Available Online

 

The transit environment can be an ideal breeding ground for the forces that create, intensify and perpetuate conflict. Even the most serene moment can suddenly be impacted by a variety of stressors – from the unexpected event on the road to the frustrations of unpredictable human moodiness – both inside the company and on the street. 

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This course takes an analytical approach to addressing the usual causes of conflict by first examining typical behaviors along with both verbal and non-verbal triggers that contribute to conflict; next by defining the relationship between levels of stress and performance; and finally by examining conflict avoidance strategies based on both self- and other-directed control techniques.

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Who Should Attend

Public transit and/or transportation professionals.

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Benefits and Learning Outcomes

  • Participants will begin by learning to recognize the unique relationship between transit operators and passengers and will define how the practice of basic customer service skills can minimize the chance that conflict will lead to violence. Next, participants will learn to observe environmental influences such as organizational climate, us versus them situations, lifetime or “lifetime on the job” changes, neediness, demands and situational stressors that can work against the application of those skills.
  • Stress is a necessary ingredient for life. However, chronic high levels of stress can and likely will affect the ability to perform at a level necessary to function properly. Participants will learn to identify both obvious and hidden stressors and recognize when both short-term and long-term intervention strategies can be beneficial.
  • When stress triggers are felt or thrown, retaliation, as an emotional reaction, can be common. Participants will develop an awareness of how and when these triggers are used and how to deflect them.
  • Participants will complete a video-workbook training course designed to enhance the conflict avoidance skills of transit operators and discuss, recommend and support modifications to the program to improve its relevance and effectiveness.

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Course Outline/Topics

Unit 1/Week 1 -

Factors that can contribute to conflict

Unit 2/Week 2 -

The relationship between level of stress and performance

Unit 3/Week 3 -

Recognizing when the potential for immediate conflict is high

Unit 4/Week 4 -

Case study analysis of a conflict avoidance training program

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  Sessions  
Course Accessible: June 2-27
Location: Available Online
Instructor: Randall Pine
Fee: $500
Discount Information
CEUs: 1.4
Enrollment Limit: 40
Program No. 7510-7097
Registration Deadline: Mon., June 2
Register Now
 
For more information, contact:
Ken Woodall, Outreach Specialist, woodall@uwm.edu, 414-227-3332
 

Features

CTED Spring 2014 Brochure

View the Brochure

Or download the pdf

RTAP Scholarships
Wisconsin Residents Only
Your RTAP (Rural Transportation Assistance Program) administrator may provide scholarships for our courses!

For more scholarship information, contact Steve Hirshfeld at stephen.hirshfeld@dot.wi.gov or 608-267-0209. Your agency may qualify for RTAP scholarships!

RECEIVE A $100 DISCOUNT!
Plan ahead and pay less!
Take advantage of this savings. You can deduct $100 from the original price when we receive your payment 20 business days prior to the date of any of our professional transit training workshops.
Call us today at 414-227-3332!


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