30/05/2026
Back to Back Activity:
• Similar to Job Card and process
• If need be, write down VERBATIM what driver/colleague is saying.
• Give clear instructions.
• Stay focused on the client (Customer)
• Pay attention to detail
• Ask questions: What, when, etc
• Are you hearing or listening – there is a difference.
• This is what the driver is saying to you.
• Have you correctly interpreted/understood what is being said to you?
• Breakdown in communication can lead to co-worker alienation, failure to make a good impression to clients, arguments and misunderstandings.
• “Sender/Receiver/Feedback”
• Are you giving your full attention?
• Have you asked the correct questions?