Tarun Karthick
Port Blair, 10 September 2024
Transport Department of the Andaman and Nicobar Islands is taking significant steps to enhance the public transportation experience for commuters in the Union Territory. In response to a few grievances from passengers, the department has launched an initiative to improve the behaviour and communication skills of its frontline staff. As part of this initiative, a successful soft skills training program was organized for bus drivers and conductors.
The training program was inaugurated by Dr. Jatinder Sohal, Director of Transport, who underscored the importance of soft skills in improving the overall efficiency and effectiveness of public transport services. During his address, Dr. Sohal emphasized the crucial role that customer service plays in commuter satisfaction. He encouraged the participants to adopt a more cordial approach when interacting with passengers, noting that such behaviour not only enhances the commuter experience but also contributes to the mental well-being of both employees and commuters. Dr. Sohal also issued a stern reminder that any instances of misconduct towards passengers would be met with strict disciplinary action.
The training session, attended by 40 employees, covered a wide range of essential soft skills, including effective communication, conflict resolution, customer service excellence, emotional intelligence, and stress management. These topics were chosen to help the staff develop stronger interpersonal skills and better manage interactions with the public.
Deputy Director of Transport, Mr. B. Binoy, who welcomed the participants, highlighted the importance of personality development among the transport staff. He stressed that improving the soft skills of the crews is key to enhancing the image of the public transport service provided by the department and fostering a more positive relationship between the staff and commuters.
Senior officers from the Transport Department, including the Assistant Director (Transport) and the Transport Officer, led the training sessions, using various case studies to illustrate the practical application of the skills being taught.
This training initiative is part of the Transport Department’s ongoing commitment to improving service quality and ensuring a positive experience for all passengers. By focusing on soft skills, the department aims to equip its employees with the tools they need to provide excellent customer service and maintain the safety and comfort of all commuters.