Interpersonal Skills and Conflict Resolution
Interpersonal Skills and Conflict Resolution tests de-escalation, teamwork, and professional boundaries. The exam asks what you would say or do when a rider is angry, intoxicated, overwhelmed, or in conflict with another rider.
Core rules
- Lower your voice and slow down. Acknowledge the feeling without accepting abuse: “I can see this is frustrating. I need you to lower your voice so I can help.”
- Keep distance and an exit path. Do not touch an agitated person or block them in.
- Offer limited choices: step aside, take the next train, speak to a supervisor, or use a help point.
- Set limits on threats and harassment; call for assistance early. Do not trade insults or make personal comments.
- For a mental-health or medical crisis, ask simple questions, reduce stimulation, and call trained help. Do not diagnose.
Worked example
Two riders argue over a seat and one stands over the other. Correct response: separate them with space and a calm voice, state the rule briefly, offer the standing rider another seat, and call for assistance if either refuses. Reasoning: separating and offering a face-saving option lowers the chance of a fight; proving who is right does not.
Traps that cost marks
Touching or pointing, threatening arrest, laughing with a crowd, arguing about fare evasion during a safety dispute, ignoring a person who is not speaking, and promising to “have someone fired.” These escalate and create liability.
Key habit
Calm, space, choices, limits, and backup.