Why should a driver keep a professional, calm demeanor even when dealing with an upset or complaining passenger?

Pick an answer

1. This concern applies only to complaints about the route or schedule
2. Staying calm helps de-escalate the situation and keeps the driver focused on safely operating the vehicle
3. Matching a passenger's frustration is the recommended approach to defuse conflict, since it shows the driver takes the complaint just as seriously
4. Driver demeanor has no bearing on how a passenger interaction unfolds

Correct!

Not quite. The correct answer is highlighted.