AreaRead the video transcript expand here
“Dear passengers, this is your engine driver speaking.
May I just have your attention?”
"Dear travellers..."
"Dear passengers..."
"Dear passengers, this is your engine driver speaking..."
"So, dear friends of the railroad..."
Say something different.
In everyday life, passengers tend not to listen when the engine driver talks to them on the train.
Due to ready-made sentences and technical terms, they often only understand the train station.
He wants to change that: communications trainer Steffen Popp.
In his seminar, he teaches future train drivers how to make announcements that the passengers hear.
His motto: »Tell stories instead of tormenting«.
Steffen Popp, communications trainer:
“If we really do have a brake problem: Dear passengers, good morning, this is your engine driver speaking.
As you can see, progress is a little slower.
At the moment the vehicle is a bit twitchy, you probably know that from home: Not everything always runs smoothly.
I'll take care of it now and then we'll see.
Thanks very much."
Over the years, recurring phrases and empty phrases have crept into some railway employees, for example in their announcements as train attendants.
Former radio presenter Steffen Popp finds and names them.
Steffen Popp, communications trainer:
»Dear passengers, manamanamanamana, manamanamana, manamana, manamanama.
It's just because it's always been like that, because you've gotten used to it, to the whole story.
What are operational delays?
What is it?
We do not know it."
Hans-Christian Erb, Trainee Train Driver:
»Should I be honest?
The engine driver comes later because he took the train, for example.«
Steffen Popp goes with the seven seminar participants to a disused S-Bahn near Frankfurt's main train station.
Here they should immediately implement what they have learned and make announcements that contain more personality and less railway language.
Steffen Popp, communications trainer:
»And then let's take a situation and we're curious.
The others don't know the situation now.
Now you're going to tell me the switch position, but without the word switch disturbances, because it's also a railway word.
Okay, so I'm going, I'm going out, I'll leave you here alone and then just say that, then we'll hear how they see it over there and stuff, we'll just hear each other!"
Julian Kubbe, trainee train driver:
“Dear passengers, this is your train driver speaking.
May I just ask for your attention?
As you can see, we've been here for a while.
And I just spoke to the dispatcher.
A switch broke.
The fitters have already been ordered and are on their way.
But that can take a while.
They're not on site.
We'll take care of the problem.
And as soon as I know something new, let me know.
me again.«
Steffen Popp, communications trainer:
»First of all, how was that from him?
Seminar participant:
»Understandable.
Detailed."
Steffen Popp, communication trainer:
"How did you find it?"
Julian Kubbe, Trainee Train Driver:
“Well, I stammered a bit, but the information got across and, above all, it was important that I said: 'We'll take care of it'.
So that the passenger knows that he is in good hands.«
In the past, train drivers were only allowed to make very specific announcements, according to fixed rules and guidelines.
There was no room for creativity or personality.
Steffen Popp was annoyed by the characterless announcements.
In 2014, the communication trainer complained in a letter to Deutsche Bahn and said he could do better.
The group agreed to Popp's suggestions - and changed its national language regulations according to the ideas of the consultant.
Breaking up the encrusted structures is not always easy.
Steffen Popp, communications trainer:
»The language of the railways has a magical history: It's waiting behind every door, in every driver's cab.
When we sit there and say: Christian, there he is again, come here, you'll feel good with me.
Just say it like this and that and that, you can.”
Hans-Christian Erb, train driver in training:
“I was drilled strictly in this serious official German language for the railways.
I thought I didn't need any more call practice."
After the communication seminar with Steffen Popp things are different.
Example: cows on the route.
Hans-Christian Erb, trainee train driver:
»Dear travellers, we have just come to a standstill.
I have a few animals in front of me.
Now I have to see how I have to deal with it and what we do now, whether we push them off the track or whether we get help.
Thanks very much."
Although the prospective engine drivers should make their announcements in the same way they speak in everyday life, not everything is allowed with Steffen Popp either:
Steffen Popp, communication trainer:
»What we don't want is irony, sarcasm, a joke show.
That should always have web content.
And of course Deutsche Bahn sets the guidelines with its guidelines, but within these guidelines, I sell it in quotation marks, that's my own story."
Delays and disruptions will continue to occur at Deutsche Bahn in the future.
But at least the passengers should then understand where the problem lies and who is taking care of it.
