Communication Best Practices

Communication Best Practices with Drivers

Effective communication between dispatchers and drivers is the foundation of successful trucking operations. Clear, respectful, timely communication prevents misunderstandings, improves efficiency, enhances safety, and builds strong working relationships. This guide covers best practices for dispatcher-driver communication that leads to better outcomes for everyone.

Why Communication Matters

Impact of Good Communication:

Operational Benefits:

✅ Fewer errors: Clear instructions = correct execution
✅ Faster problem-solving: Quick communication resolves issues
✅ Better compliance: Drivers understand expectations
✅ Improved efficiency: Less back-and-forth, faster decisions

Relationship Benefits:

✅ Driver satisfaction: Feeling heard and valued
✅ Trust building: Transparency creates loyalty
✅ Retention: Good communication = Drivers stay longer
✅ Teamwork: "We're in this together" mindset

Cost of Poor Communication:

Operational Failures:

❌ Missed appointments (wrong time, location)
❌ Late deliveries (driver didn't understand urgency)
❌ Wrong equipment (misunderstood freight requirements)
❌ Lost loads (miscommunication about availability)

Relationship Damage:

❌ Driver frustration and resentment
❌ Quit due to "they never listen"
❌ Low morale
❌ Negative reviews about company

Communication Channels

1. Mobile Apps / Messaging (Primary):

Advantages:

✅ Written record of communication
✅ Driver can respond when safe (not while driving)
✅ Can include details, links, addresses
✅ Non-intrusive

Best For:

Load details and assignments
Status updates
Non-urgent information
Documentation sharing

Examples:

Samsara driver app
KeepTruckin messaging
Custom TMS apps
WhatsApp, Slack

2. Phone Calls (Urgent/Complex):

When to Use:

✅ Urgent issues (breakdown, accident)
✅ Complex situations requiring discussion
✅ Sensitive topics
✅ Relationship building (check-ins)

Best Practices:

❌ Don't call while driver is driving (safety violation)
✅ Text first: "Can you call me when you stop?"
✅ Respect off-duty time (unless emergency)
✅ Keep calls professional and focused

3. Email:

When to Use:

Formal communications
Documentation that needs to be saved
Detailed information (multi-paragraph)
Company policy updates

Not Ideal For:

Time-sensitive information (drivers may not check email)
Load assignments (too slow)

4. Text Messages (SMS):

When to Use:

Quick questions
"Call me when you stop"
Brief updates
Time-sensitive non-emergency

Keep Brief:

1-2 sentences max
For longer info, use app or call

Load Assignment Communication

Clear Load Details:

Essential Information:

Pickup:

✅ Date and time: "Monday, Feb 20 @ 10:00 AM CST"
✅ Address: Complete with zip code
✅ Contact: Name and phone number
✅ Special instructions: "Appointment required, call 30 min before arrival, use Dock 7"

Delivery:

Same details as pickup
Appointment window
Receiver requirements

Freight:

Commodity, weight, pieces
Special handling needs
High-value? Temperature-sensitive? Hazmat?

Route:

Preferred route if specified
Avoid certain areas (if applicable)
Estimated miles and drive time

Compensation:

Rate clearly stated
Any detention, accessorial policies
Payment timeline

Confirmation:

Driver Acknowledgment:

Dispatcher: [Sends load details via app]

Driver: "Received. Pickup Monday 10 AM in Dallas, deliver Wednesday 2 PM in LA. 
Confirmed. I'll be there."

Dispatcher: "Perfect. Have a safe trip."

Why Important:

Ensures driver received and understood
Prevents "I didn't know" excuses
Written record

During Load Communication

Status Updates:

Establish Expectations:

"Update me when loaded and when 50 miles from delivery"
"If any delays, notify immediately"
"Check calls from broker - respond within 30 min"

Proactive Updates (Driver):

"Loaded 10:30 AM, en route, ETA Wednesday 1 PM"
"Traffic delay on I-10, new ETA 3 PM"
"Arrived at receiver, checking in now"
"Delivered 2:15 PM, POD scanned and sent"

Dispatcher Acknowledgment:

"Thanks for the update"
"Noted, I'll let broker know"
Shows you received the message

Problem Communication:

Driver Reports Issue:

Driver: "Shipper says load won't be ready until 4 PM (was supposed to be 10 AM)"

Dispatcher: "OK, thanks for letting me know immediately. Stay there, 
I'll call broker and shipper to figure this out. I'll call you back in 15 min."

Follow-Up:

Dispatcher: "Spoke with shipper - confirmed 4 PM. We're billing 6 hours detention. 
You can take a break, go off-duty. I'll send update when they call you to load."

Why This Works:

Dispatcher takes ownership
Driver knows what's happening
Clear action plan
Respects driver's time

Tone and Professionalism

Positive Communication:

Use:

✅ "Please" and "thank you"
✅ "I appreciate your flexibility"
✅ "Great job on that delivery"
✅ "Thanks for the heads up"

Avoid:

❌ Demands without please
❌ Blaming tone
❌ Sarcasm
❌ Anger

Example Comparison:

Poor:

"Why didn't you update me? I had to call broker back."

Better:

"Hey, can you update me when you hit the road next time? Helps me keep broker informed. Thanks!"

Constructive Feedback:

When Driver Makes Mistake:

Poor Approach:

"You messed up the POD signature! Now we can't get paid!"

Better Approach:

"I noticed the POD is missing a signature. For future loads, make sure receiver signs before you leave. Can you go back and get it? If not, we'll work it out."

Why Better:

Identifies issue
Teaches for future
Doesn't belittle
Offers solution

Managing Difficult Conversations

Scenario 1: Driver Wants More Pay

Driver:

"I need a raise or I'm leaving"

Response:

"I understand. Let's look at your performance together. 
[Review miles, safety, efficiency]
Based on your performance, here's what I can offer: [raise or bonus]
If that doesn't work, I understand, but I hope you'll stay. You're a valued member of the team."

If You Can't Meet Demand:

Be honest
Explain business constraints
Show respect for decision
Don't burn bridge

Scenario 2: Driver Misses Appointment

Situation:

Driver late to pickup, load given to another carrier

Poor Response:

"You cost us that load! What were you thinking?"

Better Response:

"I know you hit traffic and tried to make it. These things happen. 
Unfortunately broker gave load to someone else. 
Let's talk about how to prevent this - maybe we can build more buffer time 
into future appointments. I've got another load for you picking up tomorrow."

Why Better:

Acknowledges effort
Accepts reality
Focus on prevention, not blame
Moves forward positively

Language and Cultural Considerations

Multilingual Communication:

Spanish-Speaking Drivers:

Large portion of trucking workforce
Bilingual dispatchers = Huge advantage
Translation apps if needed
Written instructions in Spanish

Clear Language:

Avoid idioms ("raining cats and dogs")
Simple, direct language
Confirm understanding

Technology-Enabled Communication

Automated Updates:

System-Generated:

Load assignment notifications
Arrival reminders ("Pickup in 2 hours")
HOS warnings ("3 hours driving time remaining")
Maintenance due alerts

Benefits:

Consistent messaging
Never forgets
Reduces dispatcher workload

Two-Way Visibility:

Driver Can See:

Current and upcoming loads
Pay/settlement statements
Performance metrics
Company announcements

Dispatcher Can See:

Driver location and status
Hours available
Recent performance
Communication history

Result:

Transparency = Trust
Both parties informed

Conclusion

Effective communication is a skill that can be learned and improved. Dispatchers who communicate clearly, respectfully, and consistently build strong relationships with drivers, leading to better retention, performance, and job satisfaction for everyone.

Key Takeaways:

Communication Channels:

✅ Mobile apps: Primary for load details, status updates
✅ Phone calls: Urgent issues, complex discussions
✅ Text: Brief, time-sensitive messages
✅ Email: Formal, documented communication

Best Practices:

✅ Be clear and specific
✅ Use professional, respectful tone
✅ Confirm driver understanding
✅ Respond promptly to driver messages
✅ Provide regular feedback and check-ins

What Works:

✅ "Please" and "thank you"
✅ Active listening
✅ Acknowledging good work
✅ Constructive feedback
✅ Transparency and honesty

What Doesn't:

❌ Yelling or blaming
❌ Ignoring driver concerns
❌ Vague instructions
❌ Only communicating when problems arise

"Communication is the oil that keeps operations running smoothly. Invest in it daily."

Continue Learning:

Master communication for better relationships and operations. Continue your education at Carriversity.