This document provides guidance to professional drivers on developing soft skills and proper etiquette. It emphasizes the importance of listening skills, following instructions accurately, maintaining good hygiene and cleanliness, being polite and respectful, and using basic polite phrases when interacting with passengers. Adhering to these tips will help drivers perform their duties well and create a pleasant environment for all.

1. MARUTI SUZUKI National Road Safety Mission

2. Soft Skills for Professional Drivers

3. Profession Driving Like other professions, it is also an important & respectful job. This requires good skills. To make it perfect, positive attitude is must. For perfection, knowledge of traffic laws and feeling of responsibility is required. This is a challenging job thus needs self confidence and patience. To perform your duty well, some soft skills are required & these are called etiquettes.

4. Etiquettes Few important points

5. While talking to your officer or any other person, never stand:  With hands folded  Legs crossed Never Do this

6.  Hands in your pocket  Head or ear itching Never Do this

7.  Sneezing or coughing in front of officers Never Do this

8.  Looking here & there while talking instead of concentrating on talks Never Do this

9.  Drinking water while driving Never Do this

10.  Smoking, chewing tobacco, gutka or any other eatable in front of officers Never Do this

11.  Talking with pre-conceived mind  Insulting other’s dresses or personality  Back biting Never Do this

12. Role Play on pre-conceived mindset Suppose official gives instruction to driver that he wants to go to Gurgaon via Vasant Kunj. Driver knows Gurgaon via Dhaula kuan, so without listening to the instructions properly, he drives via Dhaula Kuan.

13. Pre-conceived mind-set The officer has to go to Vasant Kunj before Gurgaon to get some important book from one of the famous store. What will be the situation when driver due to pre-conceived mindset reaches Gurgaon via Dhaula Kuan.

14. Arguments starts and the journey becomes miserable in such atmosphere. So, driver should follow the instructions properly. He should listen the instruction with open mind.

15.  Talking on mobile while driving   Not following traffic rules Never Do this

16. Punctuality Time is the essence. Start early , to reach on time to the officer’s location. Always do this

17. Always do this Politeness is your personality’s identity. Be polite while talking. While speaking take care of words, tone and speech. Be alert on your duty at every moment.

18. Take care of your Cleanliness & hygiene i Shave every day ii Take bath every day iii Brush your teeth every day iv Take care of your hairs v Wear clean cloths Always do this

19. Take care of your Cleanliness & hygiene vi Nails should be clean & properly cut vii Shoes should be polished viii Socks should be washed & clean Always do this

20. Etiquette related points Greet your officer & guest with him/her Greeting should be cheerful & have happiness Always do this

21. Etiquette related points Open the door of the vehicle for your officer Always do this

22. Etiquette related points If there is a guest with your officer, first open the door for him/her Always do this

23. Etiquette related points If you are deputed to pick a guest, it is advisable to introduce yourself first e.g. Sir/madam, my name is Balbir Singh and I am from M/s ‘Z’. I have come here to take you to factory. Always do this

24. Etiquette related points Make eye contact while talking. Listen carefully all instructions. If required, note down the instructions. Always do this

25. Etiquette related points In case instruction is not clearly understood, request for repeating it or repeat your self to clarify that what you have understood is correct Reply clearly with short sentences and clear speech Always do this

26. Etiquette related some easy words / sentences Yes sir / No sir / Yes madam / No madam Good morning / Good afternoon / Good evening / Good night sir or madam Always do this

27. Etiquette related some easy words / sentences You are welcome, sir/madam I am sorry, sir/madam Sure, sir/madam Always do this

28. Etiquette related some easy words / sentences Thank you sir/madam How are you, sir/madam Have a nice day sir/madam Always do this

29. Use telephone In case of emergency situation inform to the following Office/Factory To concerned officer (at the residence of the officer - after office hours) On emergency phone number

30. When talking on phone While giving information in emergency situation: 1- Introduce yourself e.g. my name is Balbir Singh e.g. I am driver of Dir. (production), Mr. R P Aggarwal 

31.  When talking on phone While giving information in emergency situation: 2- Inform location and name of place e.g. at present our vehicle is at Nizamuddin bridge near Mayur Vihar

32.  While giving information in emergency situation: 3- Give details of situation e.g. my vehicle, White Maruti Esteem having registration no HR 26 M 9999, is having guest from M/s XYZ who wants to visit place “X” before visiting factory/office When talking on phone

33. While giving information in emergency situation: 4- Take further instructions e.g. Now what are further instructions for me  When talking on phone

34. We are sure that by following these small points, your will not only become favourite driver of your staff but by end of the day you will be stress free which will make your social & family life more enjoyable.

35. We wish you to have safe driving from HOME to HOME