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This decision support system helps in identifying and implementing security measures to address physical and psychological violence faced by Danish bus drivers. Options include physical solutions like installing barriers and conflict prevention through training in conflict management.
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Decision support on security investment Jacob Skjødt Nielsen Danish Board of Technology Personal Safety of Danish Bus drivers (Arriva)
Security problem description • Physical and psychological violence against Arriva bus drivers • Arriva experiencing situations where bus drivers are victims of psychological and / or physical violence. • It is the employed drivers who are vulnerable • Perpetrators can be both individuals or groups • The problem can be reoccurring
Investment and alternatives Option 1: Physical solution Installing a physical barrier separating bus drivers from the rest of the bus and its passengers. This may be in the form of a glass wall or a door between passengers and passenger. Option 2: Conflict Prevention and ManagementTraining in conflict management for bus drivers. The drivers are trained in the physical and mental meeting with passengers. Work with methods on how passengers can come together in a way that is neither conflicting or escalating, but instead conflict resolving and - deprecating
Option 1: Physical solution • A physical barriers that may protect against stroke / attack from behind • Can be combined with a "cashless" system • Can be difficult to get out - the downside of an insulating box • Can give the impression of hazards / risks • Can change the perception of the bus driver - examples of more prominent violence • The bus driver is no longer present in the bus
Conflict Prevention and Management The aim is to enable drivers to prevent and tackle incidents. The drivers should feel better equipped to handle aggressive behavior from passengers The primary activity is a workshop course on 8x2 hours on conflict prevention with inspiration from the philosophy of the Japanese martial art aikido.The process is based on experience, theory, physical demonstration and training in a combination that has proven effective The drivers are trained in the physical and mental meeting with passengers and work with methods on how passengers can come together in a way that is neither conflicting or escalating, but instead conflict resolving and avoidanceThe special feature of this method is the work of creating awareness of the instinctual fight / flight / freeze behavior in a conflict or combat situation. Increased awareness makes it possible to change the instinctive behavior, so the situation may instead meet with calm and authoritative presence and thus also the conscious and controlled patterns of action.
