At Metro Service, strain psychology is part of the training new stewards receive when they start. The job can involve conflicts over tickets, large crowds and service disruptions, and it also requires an awareness of your own reactions. “It’s important to know how they themselves react when a passenger is not interested in paying,” explained Steward Manager Jan Friis Wiuff.

Real incidents from the trains are used in training, helping new colleagues prepare for situations they may encounter themselves. When an incident occurs, it is recorded and discussed with management. Asked what has changed in the culture, he replied: “We have seen that it is okay to talk about it. And that we talk openly about it.”

Support is also available from colleagues. Metro Service has established a peer support network that can help employees after demanding incidents. “It can be difficult to talk about incidents with a manager. That’s why we have a peer support network,” he explained. This gives employees more opportunities to talk about what they have experienced and get the support they need to move forward.

Jan joined Metro Service from the retail sector. Asked what had made a particular impression on him, he highlighted one thing: “That we take a preventive approach.” From the very beginning, new colleagues learn that the strains of the job are something they can talk about – and that support is available when they need it.