Driver Coaching and Discipline

1. Attention Attendees: • Thank you for attending! • The presentation will start in a few minutes at 1:00 PM Central. • Please use your computer speakers to listen to the event. If you have audio issues, dial-in info is below. • You will be muted during the event. • Please use the Question feature to text questions to “Q & A”. We’ll try to answer them during the Q&A period if they are not covered in the presentation. • The slides and recording will be posted in 7 days at: http://www.jjkeller.com/nptcinfo Driver Coaching and Discipline This webcast will cover ... Driver Coaching, Driver Discipline, Mennel Milling’s Program, and Question & Answer Moderator Dr. Gary Petty, President & CEO, National Private Truck Council Panelists Tom Moore, CTP, Vice President of Education, National Private Truck Council Tom Bray, Sr. Editor – Transportation Management, J. J. Keller & Associates, Inc. Gary Strausbaugh, CTP, Vice President Transportation, Mennel Milling Co

2. Dr. Gary Petty President & CEO National Private Truck Council

3. Introduction • Driver Coaching – Tom Moore • Driver Discipline – Tom Bray • Mennel Milling’s Program – Gary Strausbaugh • Housekeeping issues: • You will be muted during the event. • Please use the Question feature to text questions to the Q&A Panelist. We’ll try to answer them during the Q&A period if they are not covered in the presentation. • If you lose sound at any point, you can dial-in by phone using the number and Pass Code listed below. • If you lose the program window and need to re-loginbe sure to enter a different e-mail address to avoid being denied access for multiple logins. Gary Petty National Private Truck Council

4. Disclaimers • The content in this webcast is intended for information purposes only and should not be construed as providing legal advice. • This is an introductory course and is intended to highlight critical safety and compliance topics. Time constraints limit our ability to go in depth. Gary Petty National Private Truck Council

5. Tom Moore, CTP Vice President of Education National Private Truck Council

6. Looming Driver Shortage Tom Moore National Private Truck Council Source: FTR Associates

7. How do Coaching and Discipline Fit In? • Establishing effective, fair and responsible policies and objectives • Hiring the right team members • Communicating meaningful information • Training to assist participants in acquiring knowledge, skills, and competencies • Assisting an individual, through a process of attaining a desired behavior • Holding people accountable Tom Moore National Private Truck Council

8. Keys to Effective Coaching • Build the relationship • Develop understanding of individual’s impact on the team and organization • Provide assessment • Challenge thinking and assumptions • Support, encourage and empower • Drive results and continuous improvement • Make the time and show discipline Tom Moore National Private Truck Council

9. Steps in the Process • Identify deviation from policy/objectives • Determine the root cause • Isolate all human performance factors • Identify human performance factors that are behavioral • Identify behaviors you want to change • Communicate effectively • Monitor behavior • Reinforce desired behavior/Correct undesirable behavior • Recalibrate Tom Moore National Private Truck Council

10. Communicate Effectively • Educate and inform • Ride-alongs • Posters • Payroll stuffers • Cab decals • Develop appropriate training • Listen Tom Moore National Private Truck Council

11. Monitor Behavior • Direct observation • Ride-along/behind • Driver Monitoring/Customers • Third party contractor • Other employees • Indicators • Accidents • Brake applications • Technology Tom Moore National Private Truck Council

12. Reinforce Desired Behavior • What gets rewarded, gets done • Negative reinforcement • People performing to avoid punishment • You will get the minimum as a response • Doesn’t guarantee the desired behavior • Negative consequences never solve a problem • Use an adult/adult relationship • Training • Discussion/Feedback • Seek commitment Tom Moore National Private Truck Council

13. Recalibrate • Go back and make sure the original problem is gone • Be cautious, making sure you didn’t create a new issue somewhere else • Continue to reinforce desired behavior FOREVER • Find another problem Tom Moore National Private Truck Council

14. Tom Bray Sr. Editor, Transportation Management J. J. Keller & Associates, Inc.

15. Individual Responsibility • Accountability – to customer, to transportation team, to company, to family • Lack of Accountability can cause: • confusion and lower team performance • inconsistency and liability exposure • Building accountability requires consistency across all communication touch points—ethics statements, job description, interview, mobile communication, periodic reviews, and coaching • While individual employee is ultimately responsible for their actions, team is responsible for providing the resources to help achieve the desired result Tom BrayJ. J. Keller & Associates, Inc.

16. Consistency and Legal Exposure • Legal Liabilities: • Discrimination • Defamation of Character • Wrongful Discharge • Exposure of liability to your company and yourself • Negligent retention (punitive damages) Tom BrayJ. J. Keller & Associates, Inc.

17. Considerations in Advance of Disciplinary Action • Did the employee understand the rule or policy that was violated? • Was the employee aware that violation of the rule or policy could lead to discipline? • Was the rule or policy violated necessary for orderly operation of the organization? • Is there strong evidence the employee violated the rule or policy? • Is the planned disciplinary action reasonable when seriousness of the offense, employee’s record and past company history are considered? Tom BrayJ. J. Keller & Associates, Inc.

18. Managing Disciplinary Action • Be objective • Make every effort to insure the associate retains their dignity • Address the behavior not the associate • Use discipline to correct problem behavior not as punishment • Use specific facts and observations when documenting • Make sure the associate understands the difference between actual and desired performance Tom BrayJ. J. Keller & Associates, Inc.

19. Progressive Discipline • Rule of Three • Ask • Tell • Hold Accountable • Make sure your discipline policy is consistent with driver agreements • Written record of all conversations • Examples of progressive discipline • Written Warnings • Time off w/o pay • Termination Tom BrayJ. J. Keller & Associates, Inc.

20. Tom BrayJ. J. Keller & Associates, Inc.

21. Preparing for Disciplinary Action • Analyze your findings • Review your notes and documentation • Make sure the proposed discipline is consistent with similar past disciplinary actions • Review the planned intervention with HR • Schedule a time to meet with the employee • Always have another team leader present Tom BrayJ. J. Keller & Associates, Inc.

22. Conducting a Disciplinary Action • Describe the specific issue • Give the employee a chance to respond • Identify the correct policy, procedure, or performance issue • Be clear in explaining your expectations and the specific disciplinary action being taken • Secure the employee's commitment to address the issue and agree to a timetable for improved performance through training and communication • Document the meeting and obtain a signature of all parties present • Ensure the employee, their manager and HR receives a copy of the meeting documentation • Stick to the plan and follow up Tom BrayJ. J. Keller & Associates, Inc.

23. Gary Strausbaugh, CTP Vice President Transportation Mennel Milling Co.

24. Mennel Milling Fleet Operations • Fleet stats: • 64 Power Units • 147 Trailers • 59 CDL Drivers • Founded in 1886, Mennel Milling Co.is a manufacturer and supplier of premium soft, spring and hard wheat flour to the baking industry. • MMC Transport, Inc. is the private fleet and manages the supply chain including distribution from 5 flour mills and 11 grain elevators to clients throughout North America. Gary StrausbaughMennel Milling Co.

25. Start Coaching Day One • Expectations of the new hire • Customer service representative--not a truck driver • Job description review • Mennel Milling Company principle: Quality, Service, Reliability • Driver Manual review • 90-day probation period • Safety statement • Driver point system • Company rules • Most common violations • Three year experience record (coaching and intervention at each meeting) • Written reprimand • Suspensions • Termination Gary StrausbaughMennel Milling Co.

26. Example of HavingSpecific Rules • Rendering assistance • Stop at accident scenes only in the absence of authorities and other assistance. • Parking • Park so that other vehicles can get out. • Do not block driveways, fire hydrants, or park in “no-parking” zones. • Do not park alongside interstates or highways. Park only in designated parking areas of rest areas, truck stops, etc. • Avoid parking on steep grades. If it is necessary to do so, be sure to properly chock the wheels. • Stopping • Do not stop close behind another vehicle at stop signs or red lights. • Make safe gradual stops, give drivers behind you adequate warning. • Avoid sudden stops by driving defensively. Gary StrausbaughMennel Milling Co.

27. Driver Point System Gary StrausbaughMennel Milling Co.

28. Progressive Discipline Gary StrausbaughMennel Milling Co.

29. Violations Resulting in Termination • Fatal at-fault accident • Drug or alcohol violation • Failure to give consent for drug or alcohol testing • Failure to stop after an accident • Fleeing or eluding an officer of the law • Felony resulting from operation of a motor vehicle • Repeat violations of DOT regulations Gary StrausbaughMennel Milling Co.

30. Accidents • Reporting • “Accident” definition • Reporting procedures • Preventable and non-preventable accidents • Safety committee • Fleet safety manager plus 1-2 drivers depending on location • Driver peer committee to investigate accidents/incidents • Review infractions and disciplinary measures Gary StrausbaughMennel Milling Co.

31. On the Job Coaching • Two weeks riding with driver trainer • Bulk drivers • Pneumatic trailer unloading • Customer protocols • Food security • Good Manufacturing Practices - handling food grade products • Customer-specific food security systems • Van and flat-bed drivers • Good Manufacturing Practices - handling food grade products • Review tie down requirements of flat beds • Review bracing and supporting requirements of vans Gary StrausbaughMennel Milling Co.

32. Using Technology as a Coaching Tool • Immediate feedback • Review “Green Yellow Red” Report (GYR) monthly (reward opportunity) • E-log exception reports • Call driver at destination • Computer-based individual driver training • Work at own pace • Set goals each quarter for drivers to complete certain modules Gary StrausbaughMennel Milling Co.

33. GYR Report Example Gary StrausbaughMennel Milling Co.

34. Peer-to-Peer Coaching • On the job • Experienced drivers helping new drivers • Encouragement from mentors/driver trainer • Safety committee • Investigate accidents • Review other infractions and discipline as issued by management • Driver discipline appeals • Drivers asked to present driver actions and accident results at driver meetings as a method of coaching other drivers Gary StrausbaughMennel Milling Co.

35. Group Coaching • Driver presentation at quarterly safety meeting describing issues leading up to and cause of an accident • Review at driver meetings of different sections of the driver manual • OEM coaching on newer engines, technologies • Question and answer sessions at driver meetings Gary StrausbaughMennel Milling Co.

36. Key Learnings • Be honest and complete in addressing inquiries • Keep promises and agreements • Protect confidential or sensitive information • Make sure coaches: know the business and the job, know the person in the job, communicate and listen effectively, and are disciplined and inspire self-discipline in our drivers • Look for opportunities to reward and recognize drivers • Build an “Ethic of Care” and focus on positive behaviors • Practice the 3 Rs. Be Respectful, Resourceful and Reflective. Gary StrausbaughMennel Milling Co.

37. Question & Answer Please submit questions to “Q&A” using the Q&A tool Gary StrausbaughMennel Milling Co. Tom BrayJ. J. Keller & Associates, Inc. Tom MooreNational Private Truck Council Gary Petty National Private Truck Council

38. Closing Remarks • Checkout the archive of past topics • http://www.jjkeller.com/nptcinfo • PowerPoint slides and Recording up in 1 week • Topics for 2012: • March 7 – Preparing for CSA Interventions: Warning Letters, Focused Inspections, Cooperative Safety Plans, the “Safety Management Cycle” and more! • May 9 – Roadside Inspections • July 11 – Improving Fleet Productivity Through Quality and Lean Initiatives • October 3 – Effective Safety Training Programs Gary Petty National Private Truck Council