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首页> 外文会议>International Conference on Innovation in Road Public Transport >DRIVERS' TRAINING TO RESPOND TO UNCIVIL BEHAVIOUR
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DRIVERS' TRAINING TO RESPOND TO UNCIVIL BEHAVIOUR

机译：司机培训响应非透明行为

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In the past year, about two thirds of our employees have been involved in one or more incidents and approximately half of the personnel feel themselves unsafe. At the same time, a hardening of penal offences has become apparent. To counter this, ConneXXion has for years applied an integral security policy. A part of this policy is the training of the driver, whose own bearing has much influence on the course of the incident. All of our drivers are obliged to take part in the training 'getting on with difficult customers'. Keeping one's own emotions under control is a central theme of this training. One can only react adequately to annoying and aggressive behaviour if one's own emotions are controllable. The non-verbal radiance too is of vital importance if there is any question of a challenge. The teacher at this training takes the role of challenger, notes his conclusions and goes through them with the 'pupil'. The videotapes support the discussions. The teacher uses methodology, whereby each reaction incites a response. By undergoing this training, our divers have gained an insight into their own behaviour and the consequences thereof. Should this go wrong, support is arranged, where necessary with the assistance of professional aid. To summarise, we can state that the experiences with the training are very satisfying. The drivers too have found it positive and useful. They feel more certain, and trust in the company has increased.
机译：在过去的一年中，大约三分之二的员工参与了一个或多个事件，大约一半的人员觉得自己不安全。与此同时，刑事罪行的硬化变得明显。为了对付这一点，Connexxion多年来应用了一个整体的安全策略。这一政策的一部分是驾驶员的培训，其自身的轴承对事件的过程有很大影响。我们所有的司机都有义务参与培训“与困难的客户相处”。保持自己的情绪控制是这种培训的中心主题。如果一个人自己的情绪是可控的，人们只能对令人讨厌和侵略性的行为充分反应。如果有任何挑战，则非言语发光也至关重要。这项培训的老师占据了挑战者的作用，注意到他的结论，并通过“学生”来通过他们。录像带支持讨论。老师使用方法，每次反应都会煽动响应。通过接受这次培训，我们的潜水员探讨了自己的行为和其后果。如果这是错误的，在有必要的是专业援助的帮助时，支持得到了支持。总而言之，我们可以说，培训的经验非常令人满意。司机也发现它是积极和有用的。他们觉得更肯定，并且对公司的信任增加了。

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