19 Use Effective Communication and Public Relations Skills

Performance Skill Standard:

Conditions of Performance:

  • Given a trip order, a truck, and a route…

Statement of Work to be Performed:

  • …The driver will communicate effectively with all those around him / her.

Performance Criteria:

  • Convey clear intentions so message receiver knows intention.
  • Receive and send clear messages from / to dispatcher with on-board devices.
  • Present a good public image.

Performance Elements and Assessment Criteria:

  • Signal intentions such as lane changes, hazards, and backing up.
  • Use horn, headlights, and other lights appropriately.
  • Establish and use eye contact with drivers and pedestrians as a warning.
  • Avoid making decisions only on basis of another’s signal.
  • Interact tactfully with customers and general public, family, and company.
  • Use effective and appropriate conversation with customers, company personnel, and family.
  • Use on-board communication devices. To extent possible, operate devices when vehicle is not moving.
  • Ask effective, clarifying questions.
  • Avoid directing traffic while operating vehicle.