A message from your instructor
How to use this course
You are Always in Control
Why Should a Transit Driver Take This Course
Determining The Nature of Your Passenger Based on Observing Their Personal Behavior
Signs of an Upset Passenger
Recognizing and Acknowledging the Aggressive Passenger
Quick Quiz #1
How Does Your Training Work For You
The Best Response from a Professional Driver
Another Approach To Defuse the Passenger Fare Issue
The Professional Driver Uses Skill to Defuse a Faring Issue
Quick Quiz 2
So what is conflict?
Conflict is the failure to control the situation properly
What do your passengers want?
When Conflict Becomes Out of Control Where You Can Do Better
Driver loses control of his passengers and fights to force them off the bus
Quick Quiz #4
How Your Behavior Affects Your Coworkers
Let's Discuss Working In A Transit Agency With Many People
Will Smith on Toxic People
Customer Service Summary
FINAL Customer Service Quiz
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