How to De-escalate a Conflict on the Bus

Step by step

1. Keep your voice calm and low.

2. Listen and acknowledge the concern.

3. Explain rules briefly and respectfully.

4. Avoid arguments and stay in your seat.

5. Call dispatch if the situation escalates.

6. Document the incident.

Safety reminders for transit bus drivers

• Drive defensively and watch for pedestrians and cyclists
• Secure wheelchairs before moving
• Never move the bus with doors open
• Use radios and silent alarms in emergencies

Key terms

Fixed route · Paratransit · Kneeling · Securement · Layover · Run: see the full transit bus driver glossary.

More transit bus driver how-to guides

• How to secure a wheelchair on a transit bus
• How to pull into a bus stop safely