Aggressive behavior toward staff has been a problem in public transportation. This study examined surveys of railway station staff to determine the extent to which they experience verbally and physically aggressive behavior and how they prevent such behavior. Station staff at urban stations participated in our surveys. First, we compiled a questionnaire that focused on verbal and physically aggressive behavior and methods to prevent it, disclosed through the preliminary hearing survey (N=42). The main questionnaire survey (N=537) revealed that about 60% of the staff had experienced verbally aggressive behavior, and about 40% had experienced physically aggressive behavior. In addition, the results suggested that station staff who more effortfully apologized and actively listened to aggressive passengers encountered less physical aggressive behavior.