DCPC Diversity & Conflict Resolution Workshop

Diversity & Conflict Resolution

Developing essential customer service skills

• Duration: 7 hours CPC

• Delegates: up to 20 drivers

• Price: Available on request

• Format: Interactive classroom workshop

• ID: Photocard licence and Driver Qualification Card

Driver CPC Workshop

DCPC Diversity & Conflict Resolution Workshop

Overview

This workshop identifies exceptional customer service best practice, supports the driver to recognise diversity and advises on how to deal with passengers who pose a physical risk.

Drivers will be able to reduce risk in confrontational situations, explain key elements of the law and regulations, recognise passenger frustration triggers and apply the correct support approach.

By doing this course, your driver will be able to effectively handle challenging situations, minimising the commercial and financial effects of a dispute.

This workshop also supports your bus/coach operator in future tender applications.

DCPC Diversity & Conflict Resolution WorkshopDCPC Diversity & Conflict Resolution Workshop

At the end of the workshop, drivers will be able to:

Communicate effectively andde-escalate conflict and stress in emotive situations

Explain key areas of the Equality Act 2010, recognise when to support passengers with diverse needs

Adopt behaviour that will support and enhance the organisation's reputation and brand

Explain how passengers with a disability access information / have a greater appreciation of the diverse needs of passengers to travel safely

DCPC Diversity & Conflict Resolution Workshop

Workshop benefits

Reduce your drivers' risks

Training will reduce driver risk, customer complaints and fleet running costs

Meet your duty of care

Our JAUPT-approved courses are designed to help you meet your duty of care obligations

Meet professional requirements

Provides 7 hours contribution towards Driver CPC

Improve your drivers’ on-road competence and knowledge

• Reduce complaints / develop customer service skills

• Driver behaviour aligned with public image

• Reduce stress for driver and passengers

DCPC Diversity & Conflict Resolution WorkshopDCPC Diversity & Conflict Resolution Workshop

Delivery method

The workshop is facilitated by a professional facilitator who will fully engage with participants to maximise the learning experience and draw out their views and opinions.

“We used TTC for our CPC training and found that it was dealt with very easily. Everyone at TTC that we spoke to were polite and efficient to ensure that our needs were met. The trainers and the facilities were of a good standard”

Carol Bell, M&B Minibuses LTD

DCPC Diversity & Conflict Resolution Workshop

Who should attend?

This CPC course is JAUPT-approved for all professional drivers undertaking 35 hours of periodic training.

Anybody who is required to complete their

Driver CPC hours.

Workshop outline

• Passengers with disabilities

• Language, etiquette and behaviour in respect of disability

• Key principles of defusing or reducing conflict

• Identifying and overcoming challenges

DCPC Diversity & Conflict Resolution Workshop

To book

TTC Fleet and Driver Risk Management Services

T: 03330 113 113E: contactus@ttc-uk.comwww.thettcgroup.com

Developing essential customer service skills