Working in school transport with pupils who have social, emotional, and mental health needs or special educational needs and disabilities is a uniquely demanding role. Drivers and passenger assistants are often managing challenging situations in a confined space, without immediate backup, and on a schedule they cannot simply pause. When a pupil becomes dysregulated — upset, anxious, angry, or overwhelmed — knowing how to respond can make the difference between a situation that settles quickly and one that escalates. When Things Get Difficult is a 15–20 minute on-demand CPD course designed specifically for school transport drivers and passenger assistants. Using accessible language and transport-specific scenarios, it gives staff a practical awareness of why challenging behaviour happens, how to spot it early, and what de-escalation looks and sounds like in their specific working environment. This course assumes no prior training in SEMH or SEND. It is written for people who want to feel more confident, more prepared, and better equipped to support the pupils in their care — while also keeping themselves and others safe. What the course covers
- Why pupils with SEMH and SEND may find the transport environment particularly challenging, including the role of sensory triggers, transition anxiety, and stress responses
- How to understand challenging behaviour as communication rather than defiance
- The early warning signs that a pupil may be becoming dysregulated, and the value of knowing your pupils well enough to spot the difference from their baseline
- Common verbal and non-verbal cues that signal rising distress or agitation
- Practical de-escalation techniques, including tone of voice, body language, language choices, giving space, and avoiding power struggles
- How drivers and passenger assistants can work together effectively during a difficult moment
- What to do after an incident, including supporting the pupil, looking after yourself, recording what happened, and communicating with the school
Who it is for This course is designed for school transport drivers and passenger assistants (also known as escorts or transport support staff) who work with pupils with SEMH and/or SEND needs. It is suitable for both new and experienced staff, and for those employed directly by a school or local authority as well as those working for an independent transport contractor.
