Driver revising with a smartphone and an open handbook in the front seat of a car parked on a London street, with a black cab behind

SERU study notes

Staying Safe (PHV)

Protecting yourself, spotting the warning signs of aggression, calming a difficult situation, hate crime, CCTV in the vehicle and what to do after an assault.

What this topic covers

Protecting yourself, spotting the warning signs of aggression, calming a difficult situation, hate crime, CCTV in the vehicle and what to do after an assault. The full SERU Revision: PHV & Taxi app contains 35 questions on this topic, each referenced to its section of the TfL handbook.

Worked examples

Here are a few practice questions from this topic. Try answering each before reading the explanation.

Example 1

During a journey, a passenger starts shouting and swearing at you. What are you entitled to do first?

A. Tell them you will not accept that behaviour ✓ correct
B. Stay quiet and accept it until the trip ends
C. Add an extra charge to their fare for the abuse
D. Drive them straight to the nearest police station

Explanation: Angry or violent behaviour at work is not acceptable, and you have the right to say you will not accept it. If that does not work, and it is safe, you may ask the passenger to leave. Staying quiet and accepting it is wrong because you should not accept bad behaviour. An extra charge for abuse has no basis in the handbook. Driving to a police station is not a step the handbook gives. (PHV Handbook s4: Driver safety)

Example 2

Your booking is for Priya, going to Camden. At the pick-up point, a man walks up to your car, which is still locked, and asks if it is for him. What should you do before he gets in?

A. Ask his name and destination and check them against the booking ✓ correct
B. Let him in, then check the booking once you are moving
C. Take him anyway, because the operator can fix a mix-up
D. Ask him to pay the fare in cash before you unlock the doors

Explanation: Confirming who the passenger is and where they are going, before they board, helps make sure the right person travels in the right car. Checking once you are moving is too late, because he is already inside. Taking him anyway risks carrying the wrong person and leaving the real passenger behind. Asking for cash first does not tell you who he is. (PHV Handbook s4: Protecting yourself)

Example 3

Sitting with ____ is one of the signs that a person might become aggressive.

A. crossed arms ✓ correct
B. closed eyes
C. a seat belt on
D. headphones in

Explanation: Crossed arms are one of the warning signs the handbook lists, along with signs such as finger tapping and a raised voice. Closed eyes, wearing a seat belt and wearing headphones are ordinary things passengers do and are not listed as warning signs of aggression. (PHV Handbook s4: Warning signs of possible aggressive behaviour)

Example 4

You arrive for a booking. The passenger has been drinking, cannot tell you clearly where they are going and cannot walk without help. What may you do?

A. Refuse to take them, as you cannot be sure of the address ✓ correct
B. Take them, because an accepted booking must be completed
C. Take them and guess the address from their belongings
D. Drive them to the nearest police station to sober up

Explanation: When drink or drugs mean a passenger cannot confirm their destination clearly or cannot walk, you have the right to refuse. You cannot be sure of the address or that they can get out without help. Accepting the booking does not remove that right. Guessing the address is exactly the risk the rule avoids. The handbook does not tell drivers to take drunk passengers to a police station. (PHV Handbook s4: Drugs and alcohol)

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More SERU study notes

Get all 35 questions on this topic in the SERU Revision: PHV & Taxi app.