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.
Who Should Attend
Public transit and/or transportation professionals.
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.
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