You may be shaken up after an incident. Make sure you have down you drive off and try to speak to a friend, colleague or your afterwards.

1. pet                
2. calmed                
3. calmly                  
4. calm                      
5. operator             
6. before

You should trust your   instinct. Don’t   warning signs of aggressive behaviour and act .

1. feeling             
2. immediately               
3.   ignaw                   
4.  within 7 days                  
5. gut            
6. ignore

If you ask a passenger to stop violent or angry but the behaviour , you have the right to ask them to .

1. leave           
2. be        
3. being                 
4. top            
5. stops                  
6. continues

Reports of a violent incident should contain information about the time and   of the incident, the   and witnesses, a brief description of what happened and led up to it, the   of incident, injuries, and the immediate action taken in response.

1. place            
2. type                      
3. assailant              
4. plaice                   
5. colleagues          
6. number

If a passenger is unconscious, very unwell or, call 999 and stay with them. If a passenger is aggressive or violent, move somewhere where you can still see the person the emergency services arrive.

1. after                    
2. injured             
3. until                  
4. injury                   
5. safely                   
6. safe

You should ask your operator about a   worker device, which is an   system in case of .

1. sickness                      
2. loan            
3. emergency                 
4. lone                      
5. website               
6. alarm

Any offensive towards you because of your , faith, sexual orientation, disability or gender identity is a   crime.

1. awful          
2. behaviour         
3.   beehavior          
4. age          
5. hate      
6. race               
7. gender

A sudden change in behaviour, a voice, aggressive or crossed arms can all be warning of aggressive behaviour.

1. staring                        
2.   steering              
3. rise                        
4. signs                     
5. sign                       
6. raised  

If a passenger is , very unwell or seems to be you should call .

1. 101                
2. unconscious           
3. injury              
4. 999          
5. unconscientious            
6. injured

You should discuss with your how best to protect yourself from violent or angry behaviour. Make sure you always the passenger’s name, pick-up point and .

1. have           
2.    colleagues          
3. operator                
4. phone number             
5. has                        
6. destination

If CCTV is installed in your vehicle you display warning passengers that CCTV is in operation in order to comply with the Information Commissioner’s CCTV of Practice.

1. can               
2.   must                   
3.    Code                    
4. sign                       
5. signs                     
6. Certificate

You should report and record all violent incidents, including those which lead to violence. Make sure your operator and, if appropriate, the services are .

1. inform        
2.   informed           
3. emergence        
4. emergency                       
5. nearly                  
6. good

If a passenger cannot communicate clearly to confirm their destination due drugs or excessive alcohol consumption, you have the right to to take them. You can also that a friend comes with them or you can speak to a friend to confirm the destination.

1. refuse          
2. of           
3. to           
4. refusing              
5. insist                     
6. persist

Raising your , arguing, a passenger’s concerns and talking over the passenger can the situation.

1. dismissing         
2.  eyes              
3. aggravate                  
4. grievance                    
5. voice                    
6. calm

Before a journey, the operator must record the name, the agreed time and pick up, the main , the agreed or estimated , the driver’s name or ID, and the PHV registration number.

1. passenger’s               
2. route                    
3. destination        
4. passengers        
5. fare       
6. fair

Sometimes the operator might warn you that a passenger drunk. In that case, make sure you the passenger’s physical and condition before the journey.

1. sounds                      
2.   menthol              
3. mental                 
4. call                         
5. assess                   s
6. ound

A that nearly leads to a violent is also called a “near ”.

1. Situation                     
2. almost                    
3. miss                 
4. incident               
5. storm                   
6. situation

If you have been the of an check the operator’s procedures.

1. perpetrator                
2. checking             
3. reporting                
4. victim                   
5. punch              
6. assault

CCTV and warning signs reduce threats and insurance .

1. may              
2. installing             
3. Installing             
4. premiums          
5. premium           
6.   always 

If you need to get away from a violent or threatening passenger, make sure you find somewhere to stop, turn off the and take the

1. keys                              
2. ingine                  
3.   queues                
4. nice                       
5. engine                   
6. safe

The TfL website offers advice on health and to support who have experienced a violent .

1. wellbeing                   
2. drivers                 
3. driver                   
4. incident               
5. accident             
6. well off

You can the risk of violence in a difficult situation by explaining things , listening without   and responding to a passenger’s concerns.

1. increase                      
2. abrupt                 
3. reduce                 
4. calm                      
5. calmly                  
6. interrupting

It is good practice to explain the route to the passenger and be about the arrival time, destination and   from the start.

1. definite            
2. fare                 
3. estimated                          
4. fair                   
5. confused                
6. clear

Drugs and excessive alcohol consumption lead to and aggressive behaviour. You should the passenger’s physical and mental condition before pick up.

1. asess            
2. may                     
3. inpredictable                    
4. must                     
5. unpredictable             
6. assess

  you experience a hate crime, TfL   you to contact the  .

1. encouraging             
2. if               
3. encourage           
4. If                 
5. encourages              
6. police