Transport

Bus company Arriva Yorkshire incorporates Department for Transport (DfT) guidelines on reducing the risk of violence into its company handbook: This includes the following seven steps, when facing the risk of violence:

• if you are verbally abused, keep calm and try to defuse the situation;

• do not get out of the cab unless you are absolutely sure that it is safe for you to do so;

• if it is not possible to calm the situation, get help, either by panic alarm, two way radio or mobile phone;

• follow company procedure. Take advantage of any training that is offered in how to deal with potentially threatening situations and be familiar with written guidance and instructions;

• if a passenger causes trouble, remember that you have the right under the company regulations to ask them to leave. You must use this in extreme circumstances only and in line with company policy. Where necessary it may be appropriate to ask for help by using a two-way radio system or panic alarm;

• always report incidents in writing to management and to your union representative, and do so as soon as you can. This includes both physical and verbal abuse. If you are assaulted you should seek medical attention; and

• tell management and union representatives about any general concerns regarding safety and suggest improvements.