Yes, I do think this sums up the situation when the trains broke down.
Station staff and SMRT as a whole was more interested in matching situation and actions to 'template' than treating commuters as people and taking any means necessary to get people comfortable or out of the situation.
Cause if the train doors cannot close or needs to re-close and all that, it hinders the train times.
I'd rather they focus on asking (or shoving ) ppl into trains and overall safety (eg. blow a whistle for all clear).