Ten Engagement Events on conflict resolution were carried out, as part of the REVERT project, with the participation of drivers in OSY-OASA premises. More specifically, the events were carried out from 26/11/2019 to 10/12/2019 with the participation of 75 bus and trolley drivers in total in three main bus and trolley bus terminals in Athens; the central bus terminal station at Ag. I. Rentis, the trolley bus terminal station at Attica Square and the bus terminal at Ano Liosia.
The engagement events aimed to provide and enhance knowledge and skills related to conflict resolution in order for drivers to manage disputes and violent incidents occurring daily in buses and trolley buses more effectively. More specifically, the engagement events focused on skills related to: 1) Communication: Verbal, Non-Verbal, 2) Emotional Intelligence: Self Awareness, Empathy, and 3) Conflict Resolution Strategies. To ensure deep understanding and to practice these skills, the educational techniques used during the engagement events included role playing, videos and open dialogue.
In addition, in each engagement event, one trained “Agent of Change” was present facilitating building trust between participants and trainers, creating the sense of continuity between the different actions of the project and promoting the objectives of the REVERT project.
The engagement events highlighted the challenges faced by drivers daily due to occurring among passengers and aggression expressed towards them. Participants had the chance to elaborate on their experiences and the techniques they use to manage such incidents, but also to explore alternative strategies with the trainers’ guidance.
The engagement events were conducted by: Mrs. Stamatia Gratsani, Psychologist, Syn-Eirmos, Mr. Nikos Gionakis, Psychologist and Scientific Coordinator of Syn-Eirmos, Mr. Giorgos Stamoulos, Head of the department of Commercial Exploitation in OSY (OASA), Mrs. Lila Mastora, Researcher, NKUA