Today on Highways Voices we find out how improving performance in an industry can come down to an overlooked skill – communication.

For decision makers in highways and transport operations, maintaining reliable, customer-focused services while hitting performance targets is a constant challenge.

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So this episode explores how a shift in recruitment strategy, focusing on communication and customer service skills rather than traditional operational backgrounds, and how it’s helping one operation reduce complaints and improve relationships between different staff members.

We’re talking to Annette Pratten-Lane, a controller at Arriva’s Purley Way bus hub in London, whose rethink of recruitment strategy has led to a fourfold increase in female controllers – rising from 5% to 20% – by targeting candidates with strong communication skills rather than traditional bus industry experience

Reflecting wider industry efforts supported by the organisation Women in Bus and Coach, she’s explained to Paul Hutton how diversifying your workforce can directly improve operational performance and reduce customer complaints

In today’s episode you’ll learn why communication skills, and not a technical background, are becoming the most critical asset in control room environments and see how fresh perspectives from outside the industry can challenge outdated practices and drive better outcomes

Highways Voices is brought to you with our podcast partners the Transport Technology Forum, LCRIG, ITS UK and ADEPT.