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My Courses Problem Passengers: Managing Difficult Passengers ... Problem Passengers: Managing Difficult Passengers & Situations 18 % Problem Passengers: Managing Difficult Passengers & Situations portrays many of the challenging situations front-line rural transit staff may face, such as angry passengers, fare refusals, passengers under the influence, sexual advances, weapons on the ve... View More Problem Passengers: Managing Difficult Passengers & Situations portrays many of the challenging situations front-line rural transit staff may face, such as angry passengers, fare refusals, passengers under the influence, sexual advances, weapons on the vehicle, offensive odors, passengers with dementia, and more. The training explains appropriate driver responses for each situation. This course 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. Problem Passengers was updated in June 2018. Both the booklet and accompanying video were updated and an eLearning version was developed. The course now contains content on illegal drugs and service animals. The video can be viewed as 13 clips or as one 28 minute video. There is also a new narrated Facilitator’s PowerPoint to help prepare instructors to deliver the course. The eLearning version contains six lessons and a final exam. The videos are within the modules and each module ends with exercises or a quiz. The eLearning course should take 1.5-2 hours to complete. You must complete all modules before you can take the exam. To pass the exam you must answer 70% of the questions correctly, but you have unlimited attempts. You must complete all modules and pass the exam to download your Certificate of Completion. To order free hard-copies of the booklet and DVD, visit the National RTAP Resource Library or email info@nationalrtap.org. -- We wish to thank and acknowledge the contributions of the following in the development of this updated training course: National RTAP Review Board 2017-2018 Transit agencies for providing locations for the video: Via Mobility Services, Boulder, Colorado and Chickasaw Nation Transportation Services Program, Ada, Oklahoma In addition, information was drawn from the following resources: Federal Transit Administration Transportation Safety Institute Robbie Sarles, RLS & Associates, Inc. This updated training and its related products were created by a team of consultants, in collaboration with National RTAP staff, including: Product Development: Zipline Performance Group Video / DVD Production: MedCenterNetwork, Aurora, Colorado and Grapevine Media, Oklahoma City, Oklahoma Subject Matter Experts: Gary Hegland, GTH Transit Advisory Kary Hughes, South West Transit Association (SWTA) View Less
	Problem Passengers Module 1: Introduction and Customer Management Techniques More Info Less Info Not Attempted Problem Passengers Module 1 will take approximately 16 minutes to complete. The topics covered in this module include: Introduction Presenting Yourself Body Language and Voice Ways to Modify Behavior Problem Passengers Module 2: Managing Disruptive Behavior More Info Less Info Not Attempted Problem Passengers Module 2 will take approximately 12 minutes to complete. The topics covered in this module include: Dealing with Angry Passengers Argument between Passengers Problem Passengers Module 3: Handling Refusals More Info Less Info Not Attempted Problem Passengers Module 3 will take approximately 11 minutes to complete. The topics covered in this module include: Refusal to Pay Fare Sensitivity to Different Fare Structures Handling Securement Refusals Common Transit Refusal Policies Problem Passengers Module 4: Dealing with Threats More Info Less Info Not Attempted Problem Passengers Module 4 will take approximately 23 minutes to complete. The topics covered in this module include: Assault on the Driver Dealing with Passengers under the Influence Dealing with Illegal Drugs Sexual Harassment Dealing with Weapons Passenger with a Gun Safety Options Problem Passengers Module 5: Dealing with Human Needs Situations More Info Less Info Not Attempted Problem Passengers Module 5 will take approximately 20 minutes to complete. The topics covered in this module include: Personal Hygiene Problems Incontinence and Bodily Fluids Needle Safety Seizures Dementia and Alzheimer’s Disease Passengers with Hearing Disabilities Passengers with Visual Disabilities Passengers with Physical Disabilities Service Animals Problem Passengers Module 6: Stress Management and Course Review More Info Less Info Not Attempted Problem Passengers Module 6 will take approximately 7 minutes to complete. The topics covered in this module include: Common Reactions to Stressful Events Suggestions for Managing Stress Summing It Up Problem Passengers Module 7: Final Exam More Info Less Info Not Attempted The Final Exam will take approximately 5 minutes to complete. You must complete all modules before you can take the final exam. You must get 70% or more of the answers correct on the exam in order to pass, but you have unlimited attempts. You must complete all modules and pass the final exam in order to download your Certificate of Completion. Problem Passengers Certificate of Completion More Info Less Info Not Attempted You must complete all modules and pass the final exam in order to download your Certificate of Completion. If you have questions or issues retrieving your Certificate of Completion, please email elearning@nationalrtap.org or call us at 888-589-6821 between the hours of 9:00am-5:00pm Eastern Time. Problem Passengers Course Resources More Info Less Info 100 % Completed This folder contains: The PDF of the Problem Passengers Learner's Guide. To order a hard-copy, visit our Resource Library. The Problem Passengers videos. -- Below are additional resources related to this training, as listed at the end of the Problem Passengers Learner's Guide: Recommended Resources Alzheimer’s Association www.alz.org Disability Rights Education & Defense Fund www.dredf.org Epilepsy Foundation www.efa.org Federal Transit Administration www.fta.dot.gov National Aging and Disability Transportation Center www.nadtc.org Transportation Research Board http://www.trb.org/ U.S. DOT Transportation Safety Institute www.transportation.gov/transportation-safetyinstitute National Rural Transit Assistance Program Resources Below are some of the key National RTAP resources related to this training, all available at nationaltrap.org. For a list of other organizations that provide training, visit our Directory of Trainers. If you need assistance, call 888-589-6821 or email info@nationalrtap.org. Also contact us if you are interested in examples of policies and procedures related to this training, like passenger conduct policies or driver operating procedures. 2 the Point Refresher Training Cards ADA Toolkit Customer Driven Service Training Emergency Procedures for Rural Transit Drivers Training Safety Training and Rural Transit (START) Scheduling & Dispatching for Rural Transit Systems Training Substance Abuse Awareness Training for Safety-Sensitive Employees Problem Passengers Facilitator Resources More Info Less Info 0 % Not Attempted These resources will assist Facilitator's in delivering an in-person version of the Problem Passengers course. Problem Passengers, Challenging Situations: Managing Problem Passengers and Difficult Situations (2002) More Info Less Info 100 % Completed National RTAP’s Problem Passengers, Challenging Situations training portrays the difficult situations rural transit providers may face, such as verbal abuse, sexual advances, dementia, incontinence, fare refusal, offensive odors, weapons and seizures, and discusses appropriate driver responses. The training module includes a resource guide for training and a 27-minute training video.