In an industry where timing, safety, and trust are everything, communication isn’t just a soft skill – it’s a lifeline. That’s the core message shared by both Laura Duryea, Director of Driver Recruitment at Boyle Transportation and Jerry Baez, a certified driver trainer and safety specialist at Colony Hardware. Together, they offer a wealth of knowledge from both the road and the office, championing stronger connections between leadership and drivers in today’s evolving workforce.
Every phone call, text message, or in-cab alert has an impact. Miscommunication or poorly timed contact can create confusion, stress, and even lead to dangerous situations on the road. Clear, considerate, and timely communication isn’t just professional – it’s essential.
With tools like GPS-based fleet tracking, companies can better time driver interactions, ensuring they’re not distracted behind the wheel. The message is clear: use the tools available to reduce risk, respect the driver’s time and focus, and improve operational harmony.
Understanding the Generational Gap
How are generational differences shaped by communication styles? From the Silent Generation’s quiet dedication to Gen Alpha’s emoji-based expressions, recognizing and adapting to these differences can transform workplace relationships. Baby Boomers prefer face-to-face conversations. Gen X adapts well to technology but still values directness. Millennials seek quick feedback and collaborative environments. Gen Z and Alpha are digital natives, often more comfortable with a meme than a meeting.
The key? Flexibility and empathy. By recognizing how each generation prefers to give and receive information, leaders can tailor their approach and improve retention, engagement, and satisfaction across the board.
Empathy, Tone, and Timing
While words matter, tone and timing carry even more weight–especially when dealing with remote teams like truck drivers. Empathy becomes crucial in understanding a driver’s frustrations on the road. A sudden route change without explanation or support doesn’t just disrupt the day, it chips away at trust. Providing context behind changes, allowing drivers to voice concerns, and asking for their perspective in tough situations can transform frustration into teamwork.
Tone is a silent influencer. A friendly word spoken in a harsh tone sends the wrong message. Similarly, background noise such as laughter can be easily misinterpreted. The takeaway? Be intentional. Whether it’s over the phone or through a dispatch message, communication should foster respect, not tension.
Emotional Intelligence Is Leadership
Great leaders aren’t just knowledgeable, they’re emotionally intelligent. That means being self-aware, empathetic, and in control of one’s reactions. Whether handling a late delivery or discussing performance issues, choosing to approach someone with curiosity rather than criticism makes all the difference. Leaders who say, “help me understand what’s going on,” instead of, “do it or else,” open doors for problem-solving and personal growth.
The shift to communicating with someone rather than at them encourages transparency, accountability, and collaboration.
Creating a Culture of Respect
Cultural sensitivity and inclusion are vital for building a workplace where everyone thrives. From gender identity and religious beliefs to language barriers, respectful communication must extend across all dimensions of diversity. Avoid assumptions, ditch stereotypes, and always listen fully before responding.
And it’s not just about what’s said – how it’s said and who gets included matters. Avoid dismissing new ideas, springing changes on people without warning, or using power-driven language such as, “just do it because I said so.” Instead, aim for an open-door culture where feedback flows in both directions and everyone feels seen and heard.
One Conversation Can Change Everything
At the heart of all these strategies is a simple idea: approach every interaction with intention. Whether it’s a coaching conversation, a daily check-in, or a difficult discussion, know your goal before you start. Listen actively. Reflect on what you’ve heard. And when you’re not sure, ask for feedback from a mentor, a peer, or even the person you’re communicating with.
Great communication isn’t about being perfect. It’s about being human and building trust, one conversation at a time.
To view this webinar featuring Duryea and Baez, WIT members can visit the On-Demand Webinars page.
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