TRAIN STAFF: MANAGING TRAUMATISING AND CONFLICT SITUATIONS

During the last two years, Belgian Railways (SNCB) has organised different types of activities, aiming to improve the management of train and station staff facing traumatic and conflict situations. As part of this process, the National Passenger Business Centre recently asked SNCB's Applied Psychology Unit to design and implement training in the management of aggressive behaviour towards such staff, and to set up an advisory service for staff who had experienced traumatic events. This research programme was set up in response to recent observations of increased physical assaults and verbal abuse of train staff. This rise seems to be a developing social trend with various causes. Public transport companies are especially affected, as the object of violent protests against public authorities and government by some people. In SNCB, temporary problems in mid-1998 led to an increase of verbal aggresion from passengers. A three-day training session of staff groups of at most twelve people applies the psychological theory of aggression. It is designed to help staff to manage aggressive situations constructively, and develop behaviour enabling them to remain active and responsible and in a process not unfavourable to them. The article also describes the development of the staff advisory service.

  • Corporate Authors:

    International Railway Congress Association

    17-21 rue de Louvrain
    1000 Brussels,   Belgium 
  • Authors:
    • JOLY, B
  • Publication Date: 1999-6

Language

  • English

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 00769937
  • Record Type: Publication
  • Source Agency: Transport Research Laboratory
  • Files: ITRD
  • Created Date: Oct 7 1999 12:00AM