Series 5-10: Communicating With Your Passengers – Intro

The “Communicating With Your Passengers” section of the Alberta School Bus Knowledge Test highlights the importance of clear and respectful interaction between drivers and students.

Alberta School Bus Test - SERIES 5-10: Communicating With Your Passengers – Intro

1 / 25

The “ASK” formula for customer satisfaction stands for:

Attitude + Service + Kindness

Awareness + Sensitivity + Kindness

Attitude + Skill + Knowledge

Attention + Support + Knowledge

2 / 25

What kind of questions are most helpful for a person who has difficulty speaking?

Long, complex questions

Questions asked very quickly

Short, simple questions that require short answers

Questions requiring detailed explanations

3 / 25

To get the attention of a passenger with a hearing impairment, you should:

Clap loudly near their ear

Shout from a distance

Gesture with your hand or touch them lightly

Flick the bus lights on and off

4 / 25

When addressing people by first name, you should:

Use first names only for people with disabilities

Use first names only when you are in a hurry

Never use first names

Use first names only when extending that familiarity to all others present

5 / 25

What should you do if an ambulatory passenger refuses help?

Do not insist, but stay close and be ready to assist

Force assistance for their own safety

Leave immediately

Argue with them until they accept

6 / 25

What is the guideline about mobility devices like wheelchairs and crutches?

Detach them without asking

Store them far from the passenger

Move them out of the way as soon as possible

Do not take them away unless the passenger has indicated they want them moved

7 / 25

When assisting any person with a disability, operators should take into account:

Only the time of day

Only the temperature inside the bus

Conditions like rain, ice, wind, inclines, steps, gravel, and mud

Only the length of the route

8 / 25

One general attitude operators should always show is:

Minimal interaction

Impatience to stay on schedule

Patience and courtesy

Strictness and formality

9 / 25

When talking with a person with a disability, you should:

Avoid eye contact

Stand behind them

Speak directly to that person

Speak to their companion instead

10 / 25

If you do not understand what a person has said, you should:

Pretend you understood

Ask someone else to interpret without trying yourself

Say so and repeat what you did understand

Ignore the misunderstanding

11 / 25

A useful backup communication method with some hearing-impaired passengers is to:

Use very complex technical terms

Write things down on paper

Have someone else speak for them

Only use gestures and avoid writing

12 / 25

When speaking to a person with a hearing impairment, you should:

Turn away while talking

Cover your mouth

Look directly at them so they can lip-read

Speak as fast as possible

13 / 25

Regarding the pace of communication and action with a person with a disability, you should:

Always move as quickly as possible

Let other passengers decide the pace

Let the person with the disability set the pace

Move at your own normal pace regardless

14 / 25

When communicating with passengers, operators should:

Assume all people with the same disability have the same needs

Never assume anything

Assume they cannot understand instructions

Assume they do not want to talk

15 / 25

When assisting a passenger with vision impairment, you should first:

Speak only to their companion

Identify yourself verbally and offer to help

Move them quickly to the bus

Grab their arm and start leading

16 / 25

When a passenger has a service dog, you should:

Feed the dog treats

Talk to the dog instead of the passenger

Not touch or distract the dog without the passenger’s permission

Pet the dog to calm it

17 / 25

The same disability can affect people:

In different ways at different times

Only in predictable ways

Only physically, never emotionally

In exactly the same way all the time

18 / 25

Before assisting a person using a wheelchair or mobility aid, you should:

Ask their companion instead of them

Move the chair without warning to save time

Tell them what you are doing

Assume they know what is happening

19 / 25

When speaking to a person using a wheelchair for a significant period, you should:

Talk from behind the wheelchair

Place yourself at their eye level

Stand over them at full height

Avoid getting too close

20 / 25

Overall, to communicate effectively with passengers with disabilities, operators should primarily:

Decide on their own what is best for each passenger

Ask passengers what they need and how best to help

Rely on standard procedures without asking

Avoid asking questions to save time

21 / 25

When guiding a person with a vision impairment who uses a cane in the right hand, you should:

Offer your right arm so they can hold it with their left hand

Take the cane and walk in front

Walk behind them and push lightly

Offer your left arm only

22 / 25

A key principle when working with passengers with disabilities is to:

Focus mainly on the disability to avoid mistakes

Ask their companion all questions

See the person first, not the disability

Avoid speaking directly with them

23 / 25

When speaking with someone who has difficulty speaking, you should:

Finish their sentences for them

Avoid asking them questions

Correct their speech frequently

Be patient, attentive, and encouraging

24 / 25

When offering help to ambulatory passengers, you should:

Never offer help unless they ask first

Help them without asking

Insist on helping even if they refuse

Offer assistance and wait until your offer is accepted

25 / 25

Before assisting or acting, the general communication rule is to:

Inform the person what you are doing before you do it

Act quickly without explanation

Use only hand signals

Ask only their companion

Your score is

This section covers using positive language, active listening, and maintaining a calm tone, even in challenging situations. Drivers are taught to give clear instructions, address concerns promptly, and foster an atmosphere of trust and respect on the bus. Effective communication also involves understanding non-verbal cues and adapting messages for students with diverse needs. Mastery of this section ensures drivers can build positive relationships, enhance safety, and create a supportive environment for all passengers.