National RTAP Video: Problem Passengers 2018 Full Video

This video is a component of National RTAP’s newly updated and enhanced Problem Passengers: Managing Difficult Passengers & Situations (2018) training course. Both the Learner’s Guide and accompanying videos were updated and an eLearning training was developed. The new version now contains content on illegal drugs and service animals. The videos can be viewed as 13 clips or as one 27 minute video. The videos include new scenarios and two “mentors” to help guide the learners through the course content and debrief the scenarios.

For more information about this resource and for related resources, see https://cloud.nationalrtap.org/Resour...

The Problem Passengers course portrays many of the challenging situations front line rural transit staff may face and explains appropriate driver responses. It 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. With these techniques, as well as the guidance on specific scenarios covered in this training, drivers will be prepared to handle any situation that comes their way.

To order free copies of the booklet and DVD, visit the National RTAP Resource Library at https://cloud.nationalrtap.org/Resour.... To take the online course on the National RTAP eLearning portal, go to elearning.nationalrtap.org.

The earlier version of this training was entitled Problem Passengers, Challenging Situations.