Essential Skills Manual - Automotive Service Technician

ESSENTIAL SKILLS ORAL COMMUNICATION

GUIDELINES

AUTOMOTIVE SERVICE

TECHNICIAN

NOC 7321

Page 192

Automotive Service Technician

NOC 7321

OC1 Demonstrate an Understanding of Oral

Communication

Upon completion of this objective, learners will be able to:

1.1 differentiate between oral and other forms of communication
ƒ distinguish between verbal and non-verbal communication
1.2 identify the purpose of oral communication
1.3 identify the benefits of effective oral communication
ƒ project a professional image through oral communication
1.4 identify barriers to effective oral communication
ƒ identify how the following can produce barriers: sender, listener, content,
environment
ƒ outline personal habits that may interfere with effective oral
communication: tone, volume, voice speed, facial expression, eye
contact, etc.
1.5 identify the risks associated with ineffective oral communication
1.6 outline ways to reduce the risk of ineffective oral communication

Suggested Strategies and Activities:

ƒ Hold a general discussion on benefits of effective oral communication
ƒ Ask learners for examples of workplace communication, both effective and
ineffective, and the consequences of each
ƒ Refer to Essential Skills profile for the trade and find examples of the various
types of communication and the purpose
ƒ Discuss the factors that determine whether the communication is either simple
or complex
ƒ Explain the elements of communication
ƒ Discuss the difference between, and the importance of, both verbal and non-
verbal communication
ƒ Discuss specific, common barriers as they relate to the trade
ƒ Provide learners with an opportunity to assess areas of strength and those areas
where they should improve
ƒ Establish some rules for effective communication in class
ƒ Have learners reflect upon communicative challenges in everyday life

Resources:

ƒ Applied Communication Skills for the Construction Trades
ƒ Tools for Success: Soft Skills for the Construction Industry
ƒ Business English and Communication, 5 th Canadian Edition
ƒ Effective Workplace Communication, 3 rd Edition
ƒ Communicating in the Workplace, 6 th Canadian Edition
ƒ HVACR 101 (Chapter 10)