When dealing with triggered, erratic, aggressive or emotionally unstable people, we often naturally choose the least effective method of de-escalation.
The public transit industry faces a severe human resources crisis... we began to focus on the science behind identifying and hiring more resilient human beings up front, in order to make it easier to build resilience and preparedness with employees once they are onboard.
Ah, summer. Pool parties, barbecues, the smell of honeysuckle and the sight of lightning bugs. Or — a rise in crime, agitated riders seeking air conditioning, heat stroke, a new fiscal year, and the necessary, but unpopular, fare increases. However you view the summer months, with a direct correlation between high temperatures and increased crime, it's vital for transit leaders to be asking themselves, "Have we done everything possible to keep our people safe?"
Lao Tzu, the famous tactician and the author of "The Art of War," wrote “To lead people, walk beside them.” As leaders, we sometimes forget to step outside of our own job duties to understand the unique needs and perspective of our workforce. With the many vital roles we play each day to keep our companies running, we may think our time is too scarce to walk beside our most entry level workers. It's a belief that has resulted in many organizations’ lowered morale and catastrophic financial losses.
There is an epidemic of safety accidents, absenteeism and high turnover among transit’s front line employees and it’s bleeding the transportation industry billions of dollars. But the inoculation may be closer than you think. Employee engagement is the best immunization for what’s ailing the industry.