详情

原文传递 How drivers can de-escalate stressful situations with passengers

题名：	How drivers can de-escalate stressful situations with passengers
正文语种：	eng
作者：	Russ Turner
摘要：	People are stressed; many have trauma and mental illness and some are experiencing homelessness. As these folks board your bus or train, your employees can quickly create connection and a friendly environment to keep things safe. Our brains take in countless messages every minute throughout the day. Messages come in many forms - a funny look here, a comment someone makes there or a request to wear a mask. Many of these messages elicit a stress response in the survival parts of our brain. Each time the stress response is turned on, stress hormones are pumped into our bloodstream preparing us for action and response to the "threat." This puts us in a bind, because many of our physiological responses to threats - increased blood pressure and heart rate, for example - are almost certain to escalate a situation on the bus. To keep things safe and calm, we need to get into our neo-cortex - or "thinking brain" - which works quite slowly, but is reliable; allowing us to pause, consider and figure out what to do, rather than irrationally reacting. Keeping things calm is often referred to as de-escalation and what it usually entails is connecting with the person in some way that is non-conflictual to get their thinking brain involved.
出版年：	2021
期刊名称：	Mass Transit
卷：	47
期：	6