Training - Can it help manage attitudes? By Carmen Daecher

Answer these questions:

Do you enjoy learning new ways of doing things?
Do you appreciate being kept informed of what's happening in your family or your business?
Do you feel good when someone shows they care about you?

The typical answer to all of these questions is yes! People enjoy learning things that are of interest to them; they feel a sense of "belonging" when someone takes the time to keep them informed of events and information important to their lives; and they feel a sense of attachment to those who show genuine concern for them.

When people feel alienated, for whatever reason, they begin to do things their own way and for their own good. Or, they become complacent, with their attention focused on things other than their job.

From a company point of view, your drivers may go through this same sort of attitudinal roller coaster.

It is not a coincidence that most serious accidents occur with drivers with years of experience behind the wheel. While the new driver many times learns about maneuvering the bus the hard way, their diligence and their nervousness while they are new usually results in fewer serious accidents. It's when drivers feel like they can maneuver the vehicle in their sleep, they move more quickly, follow more closely, and their attention wanders.

Along with this lessened attitude toward defensive driving, their attitude toward the company usually changes.

Why is attitude so important? It is a bridge between knowledge and the application of it. When employees become complacent, no matter how much skill they possess and how much knowledge they have, their vigilance to driving is reduced. No matter how much knowledge they have in passenger relations, their courtesy and caring can diminish.

What does this have to do with training? The industry consistently offers training to new drivers but offers very little training to experienced ones. Yet, based upon accident experience, training for experienced drivers could be very beneficial.

While this does not imply training new drivers is unimportant, it does suggest the industry has underestimated the importance of continued training and its potential payoffs of reducing accidents.

Why should a company provide regular training for its experienced drivers? From where I'm sitting, you can manage attitudes through regular communication in a group setting. No matter what the subject matter, exchange between drivers and trainers produces "best practices" for any subject discussed.

Furthermore, drivers feel the company cares when it communicates with them. And as long as they know you care, they will care about the organization, its services and its customers.

Another form of managing attitude is to remind drivers, on a regular basis, of the importance of being alert to the task at hand. Payroll stuffers, board messages, verbal messages from dispatchers, or five-minute safety meetings on a frequent basis all serve to maintain and improve the proper attitude among drivers.

When your drivers are behind the wheel, your whole organization rests upon their performance. They have more than a job; they have a direct role in the very success of your company. Treat them fairly; keep them informed and involved; listen to them; and exchange better ways of doing everything. Show them you care.

From where I'm sitting, those factors are the very definition of on-going training and managing attitude.

Once you start doing these things, drivers will know they belong. They will care. They will want to do well. And your company and your customers will be the beneficiaries of their positive, healthy attitude.

*** Click here to visit the DDC USA Fleet training web site ***