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Shelly Barber, Executive Director, and Tim Mills, General Manager, of East Coast Freight Distribution in front of an articulated truck managing a variety of transport needs across Brisbane and the Sunshine Coast.

Think Faster, Talk Smarter: Why Communication Matters in Transport and Logistics

Think Faster, Talk Smarter: Why Communication Matters in Transport and Logistics

Whether it’s coordinating deliveries, handling customer enquiries, or resolving unexpected disruptions, the ability to think on your feet and communicate clearly can make the difference between a smooth operation and a logistical nightmare. Matt Abrahams’ Think Faster, Talk Smarter talk has been a great inspiration for our business as it provides valuable insights into how professionals in our industry can master spontaneous communication to enhance decision-making, improve collaboration, and drive business success.

The Key to Successful Communication

Transport and logistics are a dynamic industry where no two days are the same. Drivers face delays, supply chains experience disruptions, and clients demand real-time updates. In such an environment, structured but flexible communication skills are essential. Whether you’re a fleet manager dealing with an unexpected breakdown or a driver coordinating a last-minute route change, the ability to remain calm under pressure and articulate solutions effectively is invaluable.

Here is 8 ways Matt Abrahams has inspired ECFD as a business to change our mindset, manage stress, and stay present.

  1. Taming the Anxiety Beast

High-stakes decisions in logistics often need to be made in real time. And when things go wrong—like a missed delivery window or a system failure—stress levels can skyrocket. For those managing a fleet or a warehouse, staying present-oriented is crucial. Anxiety often stems from worrying about what might go wrong, but by focusing on the immediate situation and actionable steps, you can maintain control and find effective solutions.

  • Matt’s top tip is using deep belly breathing to manage physiological stress. By focusing on exhaling longer than you inhale, slows your heart rate and helps you to regain composure before responding.
  1. Overcoming Perfectionism

As we know in logistics, delays are inevitable, and no plan is ever foolproof, so striving for perfection can often slow things down.

  • Abrahams’ advice is to prioritise clarity over perfection to ensure smooth communication.
  • This does not mean settling for poor performance but rather embracing flexibility. Whether responding to a customer query or giving a quick update to a dispatcher, instead of overanalysing every decision, focus on making clear, confident choices that keep the operations moving forward.
  1. Seeing Opportunities, Not Threats

Challenges in logistics should be viewed as opportunities for innovation and improvement, so instead of fearing customer complaints or last-minute schedule changes, instead embrace them as chances to showcase problem-solving skills.

  • Adopting the Yes, and approach from improvisation allows logistics professionals to acknowledge challenges and build on them rather than resisting change. For example, if a shipment is delayed, instead of simply stating the problem, provide a solution: “Yes, the shipment is delayed due to traffic, and we have rerouted the driver to ensure the fastest possible delivery.” This approach reassures customers and stakeholders that you are proactive rather than reactive.
  1. The Art of Listening

Effective listening in any business, and especially logistics, can prevent costly mistakes. Abrahams’ Pace, Space, Grace framework is particularly relevant:

  • Pace: Take a moment to process information before responding. Rushing can lead to miscommunication.
  • Space: Create mental space to fully understand what’s being said, whether it’s a driver reporting an issue or a customer lodging a complaint.
  • Grace: Listen with empathy. Understand the underlying concerns of clients, partners, and employees to foster trust and collaboration.
  1. Structuring Responses for Maximum Impact
  • What? So What? Now What? One of the biggest challenges in logistics is conveying essential information quickly and effectively. Try the What? So What? Now What? framework to help structure responses:
  • What? State the key fact: “The shipment is delayed by two hours.”
  • So What? Explain why it matters: “This affects your inventory restocking schedule.”
  • Now What? Provide an actionable solution: “We have prioritised your delivery and expect it to arrive by 3 PM.”

This approach ensures communication is clear, solution-driven, and easy for stakeholders to process.

  1. Keeping It Simple

Clarity is king and Abrahams’ analogy — “Tell me the time, don’t build me the clock”— is particularly useful.

  • Instead of overloading messages with unnecessary details, focus on what the listener needs to know. For example, when communicating with drivers, a simple “Take Route B instead of Route A to avoid congestion” is far more effective than a lengthy explanation of traffic patterns.
  1. Pitching Ideas in the Moment

As logistics professionals we often need to persuade stakeholders—whether it’s securing a contract, justifying a new technology investment, or convincing a client to try a different delivery method. Abrahams’ approach to pitching on the spot has been a game-changer:

  • What if you could… Introduce the idea: “What if you could reduce delivery times by 20%?”
  • So that… Explain the benefit: “So that you can improve customer satisfaction and reduce costs.”
  • For example… Provide a real-world scenario: “For example, our optimised routing system has already helped businesses like yours cut travel time.”
  • And that’s not all… Share additional benefits: “And that’s not all—our system also provides real-time tracking for greater transparency.”

This structured yet flexible approach makes it easier to communicate value clearly and persuasively.

  1. Practice Makes Perfect

Like any skill, thinking faster and talking smarter requires practice. Our logistics teams have improved their spontaneous communication through:

  • Role-playing scenarios g., handling a customer complaint or responding to an unexpected delay
  • Debriefing after major incidents we discuss what worked and what could be improved
  • Encouraging concise updates in team meetings to build clarity and efficiency

 

The Competitive Edge of Smart Communication

Thinking faster and talking smarter isn’t just a communication strategy—it’s a business advantage. In an industry where time is money, mastering the art of spontaneous communication can help companies stay ahead of the competition, strengthen their brand reputation, and build long-term success.

Want to dive deeper into these strategies? Watch Matt Abrahams’ full talk here: Think Faster, Talk Smarter.