Communication A Key to Achieving Results Presentation Overview

Communication A Key to Achieving Results

Presentation Overview • 2008 presents some interesting challenges: –The economy is fragile –Fuel costs are at an all time high –Driver shortage –English as a second language

Presentation Overview Companies can face these challenges “alone” (as a management team), or enlist the help and support of their drivers.

Presentation Overview • Business Results, Crash Rates, Turnover, Tenure (Loyalty), & Attitudes can be directly affected by how we communicate with drivers. –What’s the challenge? –What can be done?

What Do Others Say & Do? • Motor Coach Fleet (300+) – “Paul, the quality of the front line supervisory team is essential to the recruitment and retention of Drivers. – Drivers want to be treated with Dignity & Respect with consideration of their skills. – Many “old line” dispatchers can not make “the transition”

What Do Others Say & Do? • Motor Coach Fleet (300+) – The other thing we all must do better is forget about taking care of the constant whine-ers. – As management we fall into the trap of spending 90% of our time on the 10% of the employees who are never happy. – By doing so we ignore the best people and forget to recognize them.

What Do Others Say & Do? • Largest USA Arborist (18, 000 trucks) – Paul, It's all about focus and not wasting the employee's time with a bunch of stuff that doesn't matter. – Tell them what matters. – The big question is what is that?

What Do Others Say & Do? • Largest School Bus Fleet USA • 62, 000 buses, 4 million students – Communication with drivers can be challenging and I have found, to be effective, you need to do it frequently by multiple methods.

The Challenge Drivers are largely isolated from the rest of the company.

The Challenge • An author said; “Isolation is a dream* killer” – Do your drivers feel isolated? – Do they know or care about your company’s ‘dreams’? – Do they feel that anyone cares about their dreams? *Or, “Dream” = “Goal”

The Challenge • Every company talks “at” their drivers, but does the “communication plan” extend beyond sending instructions? “Drive Safe, We Care About You” “Are you OK? Come Home Safe” “Do you need anything that we can supply? ”

The Challenge • Tommy Lasorda, MLB Coach • “I motivate players through – communication, – being honest with them, – having them respect and appreciate my ability and my help. ”

The Challenge • Do drivers love the freedom of independence or is that a cover up? – Every driver I’ve met loves to talk – Every driver I’ve met loves to either complain, or “give suggestions” Is it that they want to talk, or to be heard?

The Challenge • Current Safety. First client in milk distribution (details from their insurance safety consultant): – Like many companies, they are struggling with turnover. – However, one branch has had essentially zero turnover, with very high driver morale.

The Challenge • During a visit to that location, their safety consultant made this observation: – “Driver after driver, as they received their years-of-service awards, pointed to the branch manager. . . and they all said the same thing. ” What did they say?

The Challenge “…when they go into his office with a question, problem, or concern, they feel they are the most important and most respected person in the world. ”

The Challenge • That manager made time to listen to their dreams, concerns, frustrations, and, in turn, he earned the right to get them to listen to his (the company’s). All we’re suggesting is that “communication” will require some key listening along with talking.

The Challenge • Dennis Hall, Olympian “If I teach them nothing else, they will learn about teamwork, we do not leave anyone alone. If we don't do it together, we don't do it”

Translate to Practical Steps • I’d imagine that everyone has some form of communication plan that they practice with their drivers. • Even if the plan is informal, could minor changes help you get better results?

Translate to Practical Steps • How much of your company’s dreams are shared with drivers? – Mission Statement? – Safety, Quality, Business goals? – Expectations & Disappointments? “If there was one thing I wish my drivers would do to help our company, it would be…”

Translate to Practical Steps • Do you know your driver’s dreams? – Collectively, do they share any common dreams/hopes/concerns? – Expectations & Disappointments? “If there was one thing I wish my supervisor would realize, it would be…”

Ways to Listen & Talk • The best communication is face to face, but may not be practical unless the message is URGENT. – Annual driver meeting? – Orientation/On-Boarding process? – Safety Training Sessions? When does your team gather for face to face meetings?

Ways to Listen & Talk • Starting with a small group can work to “test” communications • Clear expectations that the “group” isn’t setting policy (i. e. acting as management team) but merely offering recommendations Naturally, decisions as a result of recommendations should be communicated to the rest of the drivers.

Ways to Listen & Talk • Sometimes communication is used to “maintain” relationships: –Build on existing message –Build consistency in message (repeat, repeat) –Catch message “errors”

Ways to Listen & Talk • Scheduled letter to drivers about progress towards goals (dream fulfillment) • Solicit feedback and actually consider the feedback when provided (be sincere)

Topics to Cover? • What matters to your goals? – Learning from losses to prevent future ones – Learning from customer complaints – Compliance with regulations – Achieving annual revenue goal – Upgrading fleet equipment

Topics to Cover? • What matters to drivers? – Getting clear guidance from managers (how to achieve desired performance to obtain goals) – Staying healthy and employed (do safety messages stress compassion, or “cost reduction”? )

Topics to Cover? • What matters to drivers? – Are safety tips “practical” and easy to implement? – Are safety messages consistent with company goals, repetitive, and sincere? – Do messages from “management” help me achieve daily goals/tasks?

Delivering the Message • Any way that works: –Face to face –Letters –Groups/committees –Payroll stuffers • As personal as possible (you may “like” text messages, but not everyone agrees)

Summary • Don’t waste time…talk about what matters most – Goal / Dream Achievement – Overcoming obstacles to goal fulfillment

Summary • Your drivers represent a tremendous resource. • They can help your firm achieve its goals or merely collect a check. • You have to decide whether to enlist their help to grow your business.

Summary • If we built a perception that drivers are a part of a larger team (inclusion) would it help to: – Increase loyalty (tenure) – Decrease turnover – Build flexibility or willingness to work with dispatchers and supervisors – Convert ‘whiners’ into ‘winners’