Page 11 - FTL Driver Training Manual

F R E I G H T T R A N S P O R T L T D ( F T L ) D R I V E R T R A I N I N G M A N U A L V E R S I O N 2
1.11 Employee Behaviour

We like to think here at Freight Transport that we are a nice and understanding employer
which has means we have a large number of long term employees – and there is a good
reason for that! We treat people as we expect to be treated ourselves; with respect.

We will always try to help you and accommodate your requests where we can. However,
this policy works both ways and we do not accept rude or aggressive behaviour at any
time to customers, staff or the public.

1.12 Golden rules for our operation:

• Whilst we are nice people and enjoy a relaxed atmosphere do not forget that FTL is
an extremely well run and respected business. We have great customers and enjoy
great relationships with both them and our suppliers and nothing should ever be
done to damage this.
• If you are having a bad day and a motorist offends you with poor driving etc. please
do not swear, make gestures or indulge in any form of road rage. As you should be
aware, road rage can be a serious offence and members of the public should not be
intimidated. REMEMBER. Everyone has a camera phone these days! We don’t
want anyone ending up on YouTube and as a result facing a disciplinary process
that could lead to losing your job.
• Remember at all times whilst on duty you are representing FTL.
• Try to think of an upsetting situation from someone else’s perspective. Would you
like one of your family members being shouted at on the road?
• Please never, ever be rude or offhand with authorities – this includes the ferry
company and Eurotunnel staff. If they ask you to do something, do it. If we receive a
complaint it is possible you could be banned from Eurotunnel or the ferry or even
arrested (we have had this in the past and you could be in a position where you
lose your job).
• If you have a problem with your work or any other issue please speak to Mike,
Adam or Gemma.
• We ask that you please do NOT…
Send silly aggressive text messages to staff
Make similar comments on the phone
Make ANY comments on social media!
• When there is an issue always speak to a Director, this will give us an opportunity to
investigate and hopefully come up with a satisfactory solution for both parties.
• Don’t worry about what other drivers are doing and their workload – just worry about
yourself. Nobody is getting an ‘easier ride’ than you just because one week they
seemingly had less collections or an earlier finish – these things don’t go unnoticed
and we always try to make things as fair as possible.
• We hope you will always enjoy working here but please always be patient, don’t get
complacent and don’t expect too much – we aren’t miracle workers and this
profession comes with it’s frustrations that cannot be helped!

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