Do’s and Don’ts of Dealing with an Angry Employee: A Guide for Drivers

While in a management position at any company, you will come into contact with an angry employee at least once (probably more). Truck drivers have the unusual experience of not being able to share their feelings regularly (there’s no water cooler on the road), which can cause their emotions to build up and affect their personal lives. Increased responsibilities towards family members can add to their stress. Correctly dealing with an angry driver is important for the goal of retaining your drivers.

The “Do’s and Don’ts” of Dealing With Angry Employees: How to Remain Calm

Do’s:

1. Change the environment – If a driver comes into your office exhibiting anger issues or disruptive behavior, ask them to walk and talk with you. Changing the setting can help mitigate such behavior by providing a neutral ground, making it easier for them to open up without feeling defensive. This approach acknowledges their feelings while aiming to understand the root causes of their anger, which is crucial for addressing the issue effectively.
2. Listen first, talk later – Let the driver express their frustrations before you respond or pose questions. Allowing them to vent can be therapeutic and may help de-escalate the situation. It’s essential to remain professional, maintaining a calm demeanor even if the conversation becomes challenging, to avoid adding tension. This stance helps in understanding the core of their grievances and in planning how to address the employee’s behavior effectively.
3. Ask questions – After the driver has had the chance to share their perspective, engage them with questions to further calm the situation and gather insights. This not only aids in resolving the current issue but also equips you with knowledge to prevent future occurrences. Use these questions as a starting point:
4. How long has this been bothering you?
5. Did you feel comfortable telling management?
6. What can I do for you?
7. Come up with a solution – It’s critical to discuss and agree on actionable steps to address the driver’s concerns. Ensuring that the solutions are practical and mutually beneficial helps in resolving the driver’s anger issues and prevents future disruptive behavior. Avoid making promises that cannot be fulfilled to maintain trust and credibility.

Don’ts:

1. Don’t get defensive – This goes hand in hand with not getting emotional as the driver tells you why they are angry. You being defensive will only lead to the driver becoming even more defensive, contributing to a toxic work environment. The driver issue is not a personal attack on you, and you mustn’t act like it is. If you can’t remain calm, the driver won’t be able to fully explain the problem, and nothing will get solved. It’s essential to consider the team’s feelings when addressing the driver’s concerns to avoid negatively impacting team dynamics.
2. Don’t reference company policy – Even if the driver’s issue is because of something within company policy, don’t bring that up during this meeting. This will not help calm the driver down, it will only add annoyance and more anger. Anyone can go read company policy and they don’t want to hear it from you. This shows little empathy for the driver and makes you sound like a corporate computer.
3. Don’t place blame on someone specific – Again, don’t make the problem personal for you or anyone else. Even if the driver is angry with someone in particular, make sure you talk about that person as a department or segment of your company. For example, if a driver is angry with a dispatcher, let them know that you will speak to all of the dispatchers about the situation. Maintaining a professional relationship is crucial when addressing such issues to ensure a constructive resolution.
4. Don’t patronize drivers; – This is the most critical “Don’t!” Belittling a driver by making them feel like you are above them is the worst way to handle anger. When you are listening to them, make sure you are engaging with them like a normal human being and not like a trained puppet. Sometimes people are overtrained for staying calm during a dramatic situation and it actually has negative effects on the situation. Always keep this tip in mind while dealing with an angry driver; patronizing an employee is a quick way to lose them.
5. Avoid ignoring the broader impact of toxic employees – Toxic employees, with their negative attitudes and behaviors, can significantly harm the team and create a toxic work environment. Addressing and, if necessary, terminating such employees is crucial to prevent the spread of toxicity and protect the well-being of the team.

WorkHound Helps You Deal With Angry Employees

The unique challenges faced by drivers, such as limited opportunities for direct communication due to their remote working conditions, necessitate specific strategies to ensure grievances are handled in a way that maintains morale and fosters a positive work environment.

WorkHound helps in acknowledging and addressing feedback from each team member, ensuring their voices are heard and valued. If you need further guidance on creating a supportive work environment, it’s time to use WorkHound. Our platform offers tools and solutions tailored to enhance communication and feedback mechanisms within the trucking industry, helping you better manage your team and reduce turnover. Book a free demo now.

Have any (horror) stories about dealing with an angry driver? Share with us!