If you’re a fleet manager facing pushback from your drivers, then it’s important that you act professionally, and in line with all relevant legislation. In this post we’ll discuss how you can handle driver pushback effectively, and potentially use the experience to create a more open and collaborative culture in your fleet.
For more information on how we can help you and your fleet, get in touch with us on 020 8290 9099 or email us at commercial.motor@anthonyjones.com.
First, Listen To Your Drivers Concerns
If you’re getting pushback from your drivers, it’s important to acknowledge exactly what’s making them uneasy or resentful.
- Do they feel overworked, or under excessive pressure?
- Are they unhappy about driver-facing cams, or other driver monitoring tech?
- Are they struggling with tachograph rules, or some other regulatory requirements?
- Have you recently upgraded or replaced any vehicles in your fleet? Are your drivers unhappy with these new vehicles? Some drivers may struggle to get to grips with electric vehicles, for instance.
Listening to your drivers is an essential part of a good driver communication strategy. Your drivers should feel like they can approach you with any feedback and concerns. And they should feel confident that you will listen, and act upon, whatever they have to say.
Consider Their Points and Review Your Approach
Don’t offer any immediate excuses, explanations, or counterargument. Let your drivers have their say, and make it clear that you’re going to consider their points.
When considering their points, it’s important to familiarise yourself with all relevant legislation concerning fleet operations.
If your drivers are feeling overworked, for example, make sure you’re following all regulations concerning drivers hours and tachograph use. Also review the rules on weight limits if your drivers feel their vehicles are overloaded. If you’re overlooking certain regulations or procedures, then your drivers’ pushback is more than justified, and you could even face some legal trouble.
Acknowledge, Clarify and Communicate with Your Drivers
Let your drivers know that you’ve heard them. Acknowledge any valid points that they’ve made, even if you ultimately disagree with them. Doing this will demonstrate your willingness to consider alternative points and view, which is crucial for building a culture of mutual trust, open communication, and effective collaboration.
And remember that good communication goes two ways. You can ask questions too, to make sure you’ve fully understood where your drivers are coming from, which may ultimately help you find an optimum solution.
This might be a good time to clarify your original intentions, too. If you’re getting pushback for new vehicles or policies, then providing additional context could clear up some misunderstanding. If your drivers understand your rationale, then they may find it easier to adjust.
Collaboration and Compromise
Having listened to your drivers, and considered their feedback, then it’s time to offer whatever solutions you can. If the pushback stems from a legal or regulatory requirement, then your hands might be tied. But nonetheless, there will likely be an effective compromise for every situation:
- If your drivers resent driver-facing cams, could you find a less intrusive way to monitor and improve driver behaviour?
- If your drivers are feeling overworked, then you could invest in fleet management software to help optimise routes and rotas. You could also introduce techniques such as double manning, which could make schedules more manageable.
- If your drivers are struggling to get to grips with new vehicles or other systems, you could invest in additional training to help everyone get to speed.
You could also ask your drivers if they have any suggestions for addressing the issue. A collaborative approach could help you reach an outcome that works for everyone.
What Not To Do When Faced With Driver Pushback
- Don’t dismiss the concerns outright, even if you know your drivers are in the wrong. Let them know that you appreciate their input, and that you hear their concerns, and take the time to explain your position clearly. Refusing to listen could only make the situation worse.
- You cannot punish drivers for giving you pushback. If a driver insults you, or speaks out of line, then you should address this behaviour separately. But you should never reprimand drivers for simply raising a complaint.
Driver Pushback Can Strengthen Your Fleet
John Donaghy, Senior Manager, Commercial Motor and Fleet Risks says:
“You might feel like driver pushback is undermining your management. But as we’ve discussed, constructive feedback can ultimately lead to improvements that could help improve your operations while maximising driver wellbeing.
“Another thing to bear in mind is that it’s not necessarily a good thing if you’re not receiving any pushback! This may suggest that your drivers feel they cannot speak up, or that they think there’s no point in them doing so. A culture of open two-way communication is better for everyone.
“Listening to your drivers could even contribute to your overall risk management. Your drivers might be able to spot potential risks much earlier than you, and they might have some good suggestions for how you can meet these risks.”
“At Anthony Jones, we’re always happy to discuss strategic risk management with fleet managers. We’ll show you how you can get the best for your fleet, and we’ll help you access the specialist cover you need at a competitive price.”
For more information on how we can help you and your fleet, get in touch with us on 020 8290 9099 or email us at commercial.motor@anthonyjones.com.
