Department of Public Health Sciences, Karolinska Institute, Norrbacka, 171 76, Stockholm, Sweden.
BMC Public Health. 2011 Oct 13;11:800. doi: 10.1186/1471-2458-11-800.
Workplace violence (WPV) is an occupational health hazard in both low and high income countries. To design WPV prevention programs, prior knowledge and understanding of conditions in the targeted population are essential. This study explores and describes the views of drivers and conductors on the causes of WPV and ways of preventing it in the road passenger transport sector in Maputo City, Mozambique.
The design was qualitative. Participants were purposefully selected from among transport workers identified as victims of WPV in an earlier quantitative study, and with six or more years of experience in the transport sector. Data were collected in semi-structured interviews. Seven open questions covered individual views on causes of WPV and its prevention, based on the interviewees' experiences of violence while on duty. Thirty-two transport professionals were interviewed. The data were analyzed by means of qualitative content analysis.
The triggers and causes of violence included fare evasion, disputes over revenue owing to owners, alcohol abuse, overcrowded vehicles, and unfair competition for passengers. Failures to meet passenger expectations, e.g. by-passing parts of a bus route or missing stops, were also important. There was disrespect on the part of transport workers, e.g. being rude to passengers and jumping of queues at taxi ranks, and there were also robberies. Proposals for prevention included: training for workers on conflict resolution, and for employers on passenger-transport administration; and, promoting learning among passengers and workers on how to behave when traveling collectively. Regarding control and supervision, there were expressed needs for the recording of mileage, and for the sanctioning of workers who transgress queuing rules at taxi ranks. The police or supervisors should prevent drunken passengers from getting into vehicles, and drivers should refuse to go to dangerous, secluded neighborhoods. Finally, there is a need for an institution to judge alleged cases of employees not handing over demanded revenues to their employer.
The causes of WPV lie in problems regarding money, behavior, environment, organization and crime. Suggestions for prevention include education, control to avoid critical situations, and a judicial system to assess malpractices. Further research in the road passenger transport sector in Maputo City, Mozambique and similar settings is warranted.
工作场所暴力（WPV）在高收入和低收入国家都是职业健康危害。为了设计 WPV 预防计划，必须事先了解和理解目标人群的情况。本研究探讨并描述了马普托市道路客运部门的驾驶员和售票员对 WPV 原因的看法，以及预防 WPV 的方法。
该设计为定性研究。参与者是从之前一项定量研究中确定的 WPV 受害者中，有 6 年以上运输行业经验的员工中，有目的选择的。数据收集采用半结构化访谈。根据受访者在工作时遭受暴力的经验，七个开放式问题涵盖了对 WPV 原因及其预防的个人看法。共采访了 32 名交通专业人员。通过定性内容分析对数据进行分析。
暴力的触发因素和原因包括逃票、车主因收入纠纷、酗酒、车辆拥挤、以及乘客的不公平竞争。未能满足乘客的期望也很重要，例如绕过公交线路的部分或错过站点。交通工作者也不尊重他人，例如对乘客粗鲁无礼，在出租车排队时插队，还有抢劫。预防措施包括：对工人进行冲突解决培训，对雇主进行客运管理培训；并促进乘客和工人在集体旅行时的行为学习。关于控制和监督，有人表示需要记录里程，对违反出租车排队规则的工人进行处罚。警察或监管人员应防止醉酒乘客上车，司机应拒绝前往危险、偏僻的社区。最后，需要有一个机构来评判员工不向雇主上缴所要求收入的指控案件。
WPV 的原因在于金钱、行为、环境、组织和犯罪问题。预防建议包括教育、控制以避免出现危急情况，以及一个评估不当行为的司法系统。在莫桑比克马普托市及类似环境的道路客运部门进一步研究是必要的。
