Making Connections 2024 – Conflict Resolution and De-escalation – Models for Operator Training

This session about conflict resolution and de-escalation was presented as part of TWC’s Making Connections 2024 transit workforce conference in November, 2024.

Session Description: De-escalation, conflict avoidance, and conflict resolution are integral to an operator’s job. Operators primarily work alone, and the driver’s seat is an extremely vulnerable position. In this session, we honestly and productively explored the ways in which operators can deal with all manner of attacks, physical and verbal, and analyzed approaches to address the range of challenges that come with this profession. Presenters discussed different training models used to support operators with their challenges and engaged with the audience in considering options that can make a positive impact.

Moderator:

• Maurice Beard: Senior Workforce Development Advisor – International Transportation Learning Center / Transit Workforce Center

Speakers:

• Jamaine “G” Gibson: Director of Apprenticeships and Workforce Development – Amalgamated Transit Union
• Tricia Prince: Safety and Training Manager – Chattanooga Area Regional Transportation Authority
• Lakecha Strickland: President – Amalgamated Transit Union Local 1212 (TN)
• Melissa Thomas: Transportation Training Manager – Central Ohio Transit Authority (COTA)
• Lisa Rae Vickery: Deputy Director of Operations Development – Santa Clara Valley Transportation Authority