Available In:
eLearning Hard Copy
Safety and Security
    - Drug and Alcohol
    - Incidents and Emergencies
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
    - Transit Management
    - Volunteers

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

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 of these situations.  

The 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.  With these techniques, drivers will be prepared to handle any situation that comes their way.

Problem Passengers was updated in June 2018 (former title: Problem Passengers: Challenging Situations).  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 longer video, and is available on the DVD (for use on a computer or TV) included with the Learner’s Guide or on our YouTube Channel.  The video includes new scenarios and two mentors to discuss the scenarios. 

The eLearning version is available on the National RTAP eLearning portal.  If you have questions about registering or setting up a learning team, visit our eLearning page or email elearning@nationalrtap.org

The eLearning course contains six learning modules, plus a final exam. The videos are within the modules and each module ends with exercises or a brief quiz. The eLearning course should take between 1.5 to 2 hours to complete. Learners must complete all modules before they can take the final exam. To pass the exam, learners must answer 70% of the questions correctly, but they have unlimited attempts.  They must complete all modules and pass the exam in order to download a Certificate of Completion.

The eLearning course is also available on a DVD as a collection of self-launching PDFs, not requiring Internet or an eLearning account.  The content is the same, but scores cannot be tracked in the eLearning system. This DVD is shipped upon request; please email info@nationalrtap.org with your name, organization, phone, and address if interested.

Finally, there is a new narrated Facilitator's PowerPoint to help prepare instructors to deliver the course, available for download or view it in National RTAP eLearning under Facilitator Resources. That folder also includes a blank Certificate of Completion for in-person training, requiring an instructor or supervisor's signature.