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Level 2: On the desk · Lesson 9 of 17

Talking with drivers

Drivers are alone in a truck for days or weeks, away from family, dealing with traffic, weather, docks that don't want them and food that isn't great. You may be the only person from the company they talk to all week. How you sound on that call is the company, to them.

Answer fast. A driver waiting on you is a truck not moving and a person getting angry. If you can't solve it now, say when you'll get back, then do. 'I'm checking with the planner, I'll message you in 20 minutes' is far better than silence.

Be straight. If the load is bad, say it's bad and why it has to happen. If they won't be home Friday, tell them Tuesday, not Friday morning. Drivers forgive bad news. They don't forgive surprises and promises you didn't keep. Never promise what you don't control.

Listen first when a driver is angry. Let them say it all, repeat back what you heard, and only then move to fixing it. Most anger is about feeling ignored. Don't argue about tone, don't match it, and don't take it personally. If someone is abusive, it's fine to say you'll call back in ten minutes.

Get to know them. Learn their family's names, where home is, what loads they like and hate, what time they like to start. Write it down. That's what drivers mean when they say a driver manager 'takes care of them.'

On the desk

A driver messages a question you can't answer yet. What's the best reply?

More info

Terms in this lesson

Check callA regular update from the driver on location and status.
ETAEstimated time of arrival.
Active listeningLetting someone finish and repeating back what you heard before answering.
Driver notesWhat you record about each driver: home, family, preferences, history.

The scenario answers

  1. A driver messages a question you can't answer yet. What's the best reply? Tell them you're on it and when you'll get back to them. A quick 'on it, back to you by 2' stops the driver wondering whether anyone saw it. Then keep that time.
  2. On Tuesday you learn a driver probably won't make it home Friday because of a customer change. When do you tell him? Now, with the reason and what you're doing about it. Early bad news gives him time to plan with his family. Late bad news looks like you hid it, and he'll stop trusting your plans.
  3. A driver calls yelling that this is the third bad load this week. What's the first thing to do? Let him finish, then repeat back what you heard. Listening and repeating it back shows you heard him. Telling someone to calm down rarely works. Once he feels heard, you can talk about what you can change.
  4. A driver asks if she'll be home for Christmas. You think so, but the plan isn't set. What do you say? 'I'm planning on it and I'll protect it. I'll confirm by the 15th once the loads are set.'. Say what you intend and when you'll confirm. A definite promise you can't control is the kind that ends with a driver quitting.

General training, not legal or compliance advice. Rules are the US federal ones (FMCSA) as of 2026; check the current text and your company’s policies.