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<p>Aggression is a&#xa0;recurrent phenomenon for many public service workers. However, work-related aggression is still often approached as an isolated event. This study examines how train conductors experience the impact of aggression and the follow-up they receive after an incident. A&#xa0;total of 104 Dutch-speaking NMBS train conductors participated in a&#xa0;narrative survey, which was subsequently analyzed using reflexive thematic analysis. Four interrelated themes emerged. 1)&#xa0;Verbal abuse and sexual harassment in particular are normalized and frequently regarded as part of the job, despite their cumulative impact. 2)&#xa0;Through processes of normative recoding, the severity of incidents is selectively redefined by organizational actors. So-called ‘serious’ incidents receive attention, while frequent ‘less severe’ forms of aggression are minimized and may even involve blame-shifting. 3)&#xa0;Train conductors adapt their professional practices through discretionary coping strategies aimed at reducing risk (e.g., less stringent ticket control, avoiding certain situations), creating a&#xa0;professional tension between personal safety and equitable service delivery. 4)&#xa0;The burden spills over into mental health and private life, including sleep disturbances, hypervigilance, irritability, and emotional exhaustion. The absence of recognition and targeted follow-up reinforces anticipatory stress, fosters avoidance behaviors, and contributes to reporting fatigue. As a&#xa0;result, aggression becomes less visible, and policy is shaped in the presence of significant blind spots.</p>

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Tussen dienstverlening en handhaving: agressie, coping en mentale belasting bij treinbegeleiders

  • 期刊论文

  • 出版模式：

    开放获取

  • 发表日期：

    2026年6月23日

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  • Iris Steenhout,
  • Ronald Buyl

摘要

Aggression is a recurrent phenomenon for many public service workers. However, work-related aggression is still often approached as an isolated event. This study examines how train conductors experience the impact of aggression and the follow-up they receive after an incident. A total of 104 Dutch-speaking NMBS train conductors participated in a narrative survey, which was subsequently analyzed using reflexive thematic analysis. Four interrelated themes emerged. 1) Verbal abuse and sexual harassment in particular are normalized and frequently regarded as part of the job, despite their cumulative impact. 2) Through processes of normative recoding, the severity of incidents is selectively redefined by organizational actors. So-called ‘serious’ incidents receive attention, while frequent ‘less severe’ forms of aggression are minimized and may even involve blame-shifting. 3) Train conductors adapt their professional practices through discretionary coping strategies aimed at reducing risk (e.g., less stringent ticket control, avoiding certain situations), creating a professional tension between personal safety and equitable service delivery. 4) The burden spills over into mental health and private life, including sleep disturbances, hypervigilance, irritability, and emotional exhaustion. The absence of recognition and targeted follow-up reinforces anticipatory stress, fosters avoidance behaviors, and contributes to reporting fatigue. As a result, aggression becomes less visible, and policy is shaped in the presence of significant blind spots.