CPC Diversity & Conflict Resolution

Developing customer service skills

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 operator in future tender applications

  • Duration: 7 hours CPC
  • Delegates: up to 20 drivers
  • Price: available on request 
  • Format: interactive classroom workshop
  • ID: photocard licence and Driver Qualification Card
  • Download workshop details

Improving safety and meeting compliance

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
7 hours contribution for all professional drivers undertaking 35 hours of periodic training.

Improve your drivers’ on-road competence and knowledge
- Reduce complaints and develop customer service skills
- Driver behaviour aligned with public image​
- Reduce stress for driver and passengers​​

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 Ball M&B Minibuses LTD

Driver benefits

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

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

Communicate effectively and de-escalate conflict and stress in emotive situations.

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

Course details

Who should attend

Anybody who is required to complete their Driver CPC hours.

Delivery method

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

Course outline

Passengers with disabilities
Examine the diverse needs of passengers to improve customer service skills.

Language, etiquette and behaviour
Guidance on how to support passengers with diverse needs.

Defusing conflict
Developing communication skills to minimise risk to driver, passenger and operator.

Overcoming challenges
Awareness of the driver's other roles and identifying challenges to manage conflict.

Case studies driver management