Section 4 | Paragraph MCQ’s

1. Sometimes you are not able to calm a situation. If that is the case, you should: • Get away from the aggressive person and exit the situation. If necessary, find somewhere safe to stop the vehicle, turn off the engine, take the keys then get out of the vehicle. If the passenger is planning to hurt you, they will probably get out of the vehicle too. This gives you the opportunity to quickly get back in and lock the doors then drive away if it is safe to do so • Consider using a lone worker device to let someone know that you need help • If an incident happens while you are away from your vehicle, get to your vehicle when possible and try to take time to calm down before you drive off.

Question: Which one of the following statements is correct?

2. Angry or violent behaviour when at work is never acceptable. If a passenger in your vehicle becomes angry or violent you have a right to say that you will not accept that behaviour or if that fails, and it is safe to do so, to ask them to leave. • You should never accept any bad behaviour towards you for any reason. Any offensive or violent behaviour towards you because of your race, faith, sexual orientation, disability or gender identity is a hate crime. If you experience or witness this type of behaviour TfL urges you to report it to the police so that it can be fully investigated and action taken against the offender. TfL advises drivers to report incidents as soon as possible to the police on 101, or 999 in an emergency.

Question: Which one of the following statements is correct?

3. Angry or violent behaviour when at work is never acceptable. If a passenger in your vehicle becomes angry or violent you have a right to say that you will not accept that behaviour or if that fails, and it is safe to do so, to ask them to leave. • You should never accept any bad behaviour towards you for any reason. Any offensive or violent behaviour towards you because of your race, faith, sexual orientation, disability or gender identity is a hate crime. If you experience or witness this type of behaviour TfL urges you to report it to the police so that it can be fully investigated and action taken against the offender. TfL advises drivers to report incidents as soon as possible to the police on 101, or 999 in an emergency.

Question: Which one of the following statements is correct?

4. To provide a safe service for your passengers and to protect you as a driver you should consider: • Discussing with your operator how they can help protect you from the possibility of aggressive or violent behaviour by a passenger • Making sure your operator has given you booking details, such as the passenger’s name, pick up point and destination. • Checking the passenger’s name and destination before they get in the vehicle – this will help make sure the passenger doesn’t get into the wrong vehicle • Being clear with the passenger about exactly where you are taking them, the route there, how long it is likely to take and what the fare will be before the journey starts • Letting the operator know about any change to the booking. The operator must then tell the passenger what the new fare will be • Carrying a lone worker device or asking your operator to provide you with one.

Question: Which one of the following statements is correct?

5. There are certain things you can do to reduce the chance of someone being violent or aggressive towards you. These include: • Talking calmly and not raising your voice • Listening to what someone is saying and not interrupting them • Responding to the person’s concerns • Asking questions • Explaining things to them, not arguing • Having a pre-planned way to excuse yourself from a difficult situation, for example, you can’t help them but perhaps someone at the address you are taking them to can sort the problem out for them • Explaining procedures for dealing with unacceptable behaviour, for example, you will have to stop the vehicle and possibly call the police unless they stop being aggressive/violent.

Question: Which one of the following statements is correct?

6. Installing CCTV cameras into a vehicle can reduce threats and violence against drivers. Signs in the vehicle informing passengers that CCTV is used may also help to prevent aggressive or violent behaviour. You can buy a camera or rent one. Although this is an extra cost, having a CCTV camera may reduce insurance premiums. This is because a video recording can be useful evidence when there is a dispute with a passenger. The Information Commissioner’s CCTV Code of Practice requires that signage must be displayed where CCTV is in operation. TfL requires all PHVs fitted with a CCTV system to display the sign shown below somewhere that is easy for passengers to see. The vehicle owner can decide where to put this signage, but it must be displayed somewhere that it does not block the driver’s view. It must also be as visible as possible to passengers as they enter the vehicle and while they are travelling in it.

Question: Which one of the following statements is correct?

7. Some behaviour is a sign that someone is becoming angrier and more upset. Below are signs that someone might become aggressive: • Tapping their fingers • Crossed arms • Hands held tightly in fists • Aggressive staring • A raised voice • An angry expression • A sudden change in behaviour • A change to the voice Trust your own feelings and never try to ignore these signs. If you feel concerned, act immediately. Remember, the earlier you notice a possible problem, the more choices you have to avoid it.

Question: Which one of the following statements is correct?

8. Sometimes you are not able to calm a situation. If that is the case, you should: • Get away from the aggressive person and exit the situation. If necessary, find somewhere safe to stop the vehicle, turn off the engine, take the keys then get out of the vehicle. If the passenger is planning to hurt you, they will probably get out of the vehicle too. This gives you the opportunity to quickly get back in and lock the doors then drive away if it is safe to do so • Consider using a lone worker device to let someone know that you need help • If an incident happens while you are away from your vehicle, get to your vehicle when possible and try to take time to calm down before you drive off.

Question: Which one of the following statements is correct?

9. When someone has taken drugs or has drunk alcohol, it can affect their ability to think or communicate clearly and their behaviour can be difficult to predict. In some cases they may become aggressive. Your operator may have warned you about any possible problems when they gave you the booking (e.g. if the passenger sounds like they might be drunk). You can also judge the passenger’s physical and mental condition when you pick them up. If you have concerns then, contact your operator immediately.

Question: Which one of the following statements is correct?

10. There are certain things you can do to reduce the chance of someone being violent or aggressive towards you. These include: • Talking calmly and not raising your voice • Listening to what someone is saying and not interrupting them • Responding to the person’s concerns • Asking questions • Explaining things to them, not arguing • Having a pre-planned way to excuse yourself from a difficult situation, for example, you can’t help them but perhaps someone at the address you are taking them to can sort the problem out for them • Explaining procedures for dealing with unacceptable behaviour, for example, you will have to stop the vehicle and possibly call the police unless they stop being aggressive/violent.

Question: Which one of the following statements is correct?