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Talking is often considered to be the most common method of communication, however most communication is not verbal, gestures, grins, grimaces, shrugs, nods, moving away or closer, crossing your arms and legs all tell far more than words.
Learning to judge these reactions is all part of developing your communication skills to ultimately achieve the best outcome for your passengers.
Communicating well with your passengers will help them to feel relaxed, secure and comfortable. Talk to them and let them know what you are doing, particularly when you are assisting them, but be aware that the tone, pitch, and volume of your voice can change how your messages are perceived.
Try to avoid using jargon or complicated words and terminology. Be prepared to adjust your speech to suit the individual and be prepared to listen to your passenger when they are talking to you.
When you are assisting someone, they may say that they are comfortable in order not to lose face or because they don't want to trouble you but their body language and facial expressions may indicate that they are stressed or unhappy. Make eye contact while greeting and assisting them. It is important to show that you are engaged and listening and in turn, this will build trust.
In the words of a regular transport user with limited mobility:
"Sitting next to a stranger in a strange car, can be a little bit daunting, especially if you have not got much mobility. Therefore, it would be really nice if the driver would talk to me, would explain where he is going, would explain things that I might need to know about the car, that the brakes are a bit hard and I must hold on to something, that he would make me feel that I am welcome in his car, not to just sit there looking at the road."
