Available In:
Safety and Security
    - Drug and Alcohol
    - Incidents and Emergencies
Management and Administration
Transit Operations
    - Customer Service
    - Fare Collection
Rider Groups
    - Older Adults
    - Passengers (General)
    - Passengers with Disabilities
National RTAP
    - Products
Transit Personnel
    - Board Members
    - Dispatch Staff
    - Drivers
    - Heads of Agencies
    - State Program Managers
    - Trainers
    - Transit Management
    - Volunteers

Problem Passengers: Managing Difficult Passengers & Situations Facilitator's Guide

This Facilitator's Guide is a narrated PowerPoint presentation that helps prepare facilitators to teach the Problem Passengers: Managing Difficult Passengers & Situations course to new or veteran drivers. The topics covered in the presentation include a description of the course; the materials you need to deliver the training; how to teach adult learners; and what key points you should highlight in each section. 

Download the guide. The guide is also available from the link icon.

The Facilitator’s Guide is a new component of the Problem Passengers training, which was updated and enhanced in June 2018.  The updated Problem Passengers also includes new videos and an interactive eLearning version of the course.  
Along with this PowerPoint, facilitators should have access to the Learner’s Guide, the videos (on the DVD included in the Learner’s Guide or available online), and the eLearning program. To order copies of the Problem Passengers Learner’s Guide and for a link to the eLearning version of the course, click here.