Conflict Resolution

As a carrier, the shipper, consignee, and third party are your valued client. Treat them all as such. When handling a load, issues may arise. The driver may catch a flat tire or run behind to a pick/delivery appointment. In this business, anything could happen any day of the week. When issues arise, it is important how you handle the situation. Being a great, calm communicator and staying solution-oriented will help all parties with resolving the issue.

No, you will not always have the answers—and that is okay. Everyone respects honesty in this industry. Challenges are expected and will arise occasionally. Though no one has all the answers, everyone wants a smooth solution. There will be times when parties might become emotional and irate. No worries. Remember to stay calm, say exactly what you mean, and clarify that others understand. Always ask, “Does that make sense to you? Do you have any questions?” Don’t get fearful or overwhelmed as your attitude and voice tone can dictate their reactions. Even if a situation arises on the first load, it presents an opportunity for personal growth and growth of the relationship, depending upon how it is handled.

Never agree to any financial solutions without first being sure you understand the situation fully, and you gain written approval from your client.

Lesson Summary

When dealing with issues in the transportation industry, it is essential to treat all parties involved as valued clients. This includes the shipper, consignee, and third party.

As a carrier, you may encounter challenges like flat tires or delays in pick-up or delivery appointments. How you handle these situations is crucial, and it is important to be a calm and effective communicator who is focused on finding solutions.

Here are some tips for handling issues in the transportation industry:

• Be a calm and effective communicator
• Be honest about not having all the answers
• Challenges are expected, so it's important to remain calm
• Clarify that others understand what is being communicated, especially if emotions run high
• Handle difficult situations well for personal and professional growth
• Obtain written approval from clients before agreeing to any financial solutions

Remember, treating all parties involved as valued clients and being a calm and effective communicator are essential in the transportation industry. Handling difficult situations well can lead to personal and professional growth.