BY AMY COOLEY
In the chauffeured transportation industry, where teamwork and client satisfaction are key, effective communication can make or break your success. Whether you’re coordinating dispatch, managing the client experience, or ensuring the fleet runs smoothly, understanding and adapting to diverse communication styles is critical. Misunderstandings can lead to service failures, inefficiencies, a negative office culture, and even lost business opportunities.
Lost in Translation: Communication Styles and MBTI
Tools like the Myers-Briggs Type Indicator (MBTI) can help managers and teams foster better collaboration, productivity, and morale. MBTI is a popular framework that categorizes personality types into preferences, including Thinking (T) and Feeling (F)—key indicators of how people process information and make decisions. Thinkers are logical and outcome-driven, while Feelers prioritize harmony and people. These differences influence how we communicate, handle conflict, and respond to challenges.
Another insightful tool, the Communication Styles Assessment (developed by P. Case), breaks down styles into four types: Action, Process, People, and Idea. Understanding where you and your team members fall within these categories provides a roadmap for clearer communication.
Here’s a closer look at these communication styles:
ACTION: Focuses on results. Prefers direct, goal-oriented conversations.
PROCESS: Emphasizes structure and facts. Thrives on logical, well-organized dialogue.
PEOPLE: Values relationships. Seeks connections before discussing business.
IDEA: Driven by big-picture thinking. Enjoys exploring concepts and theories.
Communication in Action: Handling Workplace Scenarios
Let’s bring these communication concepts to life with industry-specific examples.
SCENARIO 1: Coordinating a Large-Scale Event/Large Group Movement
Your dispatcher has an Action style, focusing on outcomes like punctuality and vehicle allocation. To communicate effectively, you’d start with the schedule and expectations: “We need 100 percent on-time pickups for the corporate gala tonight. Let’s confirm vehicle assignments first.”
Meanwhile, your chauffeur manager leans toward the People style, emphasizing team dynamics. Start with a team briefing that acknowledges everyone’s effort before diving into logistics: “First, I want to thank everyone for their hard work tonight. Now, let’s go over the assignments.”
SCENARIO 2: Handling Conflict Between Employees
A Thinker chauffeur argues with a Feeler CSR about a scheduling error. The Thinker focuses on analyzing the mistake logically, while the Feeler worries about its impact on customer satisfaction. To mediate, use balanced communication:
To the Thinker: “Can you walk us through where the scheduling breakdown happened?”
To the Feeler: “I appreciate how much you care about the client experience. Let’s find a way to address both the mistake and the client’s concerns.”
SCENARIO 3: Motivating Your Team
Your Thinker mechanic thrives on objective goals. Lay out clear benchmarks for bonuses or training opportunities: “If you meet the preventative maintenance schedule for the next quarter, you’ll qualify for the advanced certification program.”
For your Feeler chauffeurs, tie their performance to a larger purpose: “Your reliability last month helped us secure repeat business from a major client. Let’s keep building those strong relationships.”
Bridging Communication Gaps
Understanding different communication styles is only part of the equation. The real magic happens when you adapt your approach:
With Thinkers: Focus on facts, efficiency, and objectivity. They value concise communication and logical solutions.
With Feelers: Highlight empathy, teamwork, and positive outcomes. They respond well to emotional intelligence and collaborative problem-solving.
Action Style Communicators: Be direct and result-oriented. Skip the small talk and focus on action steps.
Process Style Communicators: Present information in a structured, detailed manner. Avoid rushing through steps or leaving out key details.
People Style Communicators: Take time to connect personally. Build rapport before diving into business matters.
Idea Style Communicators: Share the vision and overarching goals. Engage in brainstorming and innovative solutions.
Harnessing MBTI to Strengthen Your Team
The MBTI Thinker-Feeler dichotomy is particularly relevant when managing a team with diverse personalities. In this industry, where logic-driven scheduling meets human-centered client service, balancing these styles is crucial. As Otto Kroeger, MBTI expert, aptly said:
“A successful company is one that balances its logical task orientation (Thinking) with an awareness of the human element required to reach those tasks (Feeling).”
Managers who recognize and bridge communication gaps can lead high-performing teams capable of handling the industry’s unique challenges. From tight event deadlines to last-minute client changes, effective communication ensures smoother operations and stronger relationships—both internally and with clients.
By using insights from tools like MBTI and communication style assessments, managers in the chauffeured transportation industry can foster a collaborative culture that meets goals while valuing individuals. Remember, successful communication isn’t just about talking—it’s about connecting. [CD1224]
Amy Cooley is HR Leader for the LMC Groups. She can be reached at amy@lmcpeople.com.