Carolina Casualty recently held a webinar about improving relationships between Dispatchers and Drivers. This is a particularly important relationship to nurture because stress from either side leads to increased driver turnover, which then leads to more stress, and in turn, further turnover.
Here are the top tips for cultivating solid relationships in this type of work environment.
1. Understand the stress of each job
- Get to know each other by name – never make them feel like just another number.
- Dispatchers should explain why they are asking the driver to do something, so the driver can understand the big picture. This can decrease driver frustration.
- Drivers should understand that dispatchers are under pressure to keep the freight moving. This can increase respect between the two parties.
2. Active Listening
- Ask clarifying questions
- Rephrase what you heard to be sure you understood
- Ask how you can be improving
- Follow up on how you said you would try to improve
3. Verbal Communication
- Friendly tone of voice
- Be clear and direct
- Double check that the other person understood what you said – ex: If you gave them complicated directions, ask them to repeat what you said
- Speak with confidence: firm but friendly
- Show respect and acknowledge their concerns
- Give praise whenever possible
Try implementing some of these techniques in your Dispatcher and Driver relationships to improve respect, communication and stress!