Training the trainer for a great passenger experience

Building on what we learnt over the past four years

Kolumbus works with several operators to deliver mobility services in all of Rogaland. In Stavanger, the operator is Norges Bus. We discovered early on in the project that it was essential to build a common culture and common goals to deliver a positive experience to the passengers. In addition, as many of the bus drivers are foreign nationals, they needed training to feel confident in how best to handle conflicts or other challenging situations on their buses.

Training the trainer gives independence and flexibility

After successful culture-building boot camps and roleplay-based training to strengthen drivers’ confidence in interacting with passengers, we are now delivering a ‘train-the-trainer’ package. The package consists of:

• Extensive facilitation training of several representatives from Kolumbus

• Visual material and videos that replace the roleplay section of the training.

EGGS, together with actors from Kulturkompaniet, and video producer Marcus Nordin, have transformed the roleplay exercises with ready-to-use video material that helps the drivers practice challenging situations they may experience in their work.

Empowered drivers create a positive spill-over effect

With the help of the training, the drivers can practice and prepare for how to best handle complicated situations they might experience. They practice everything from facial expressions and body language to conflict solving and de-escalation techniques. By making the drivers feel more confident and empowered as service providers, we create a positive spill-over effect on the passenger experience.