Essential Skills Manual - Automotive Service Technician

ESSENTIAL SKILLS ORAL COMMUNICATION

GUIDELINES

AUTOMOTIVE SERVICE

TECHNICIAN

NOC 7321

Page 194

Automotive Service Technician

NOC 7321

OC2 Communicate Effective Messages

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

2.1 identify audience
2.2 identify purpose
2.3 organize thoughts and ideas
2.4 communicate effectively to a variety of audiences
ƒ use non-verbal techniques to reinforce the verbal message
ƒ use appropriate terminology
ƒ communicate one-on-one
ƒ participate in group discussions
ƒ present information to groups

Suggested Strategies and Activities:

ƒ Ask learners to identify the different people they speak with at work (i.e.,
project managers, supervisors, foremen, co-workers, workers in other trades,
customers, suppliers)
ƒ Discuss the differences in communicating with each
ƒ Ask learners to think about the jargon, technical language and abbreviations
that are used in their trade and the appropriateness of using this language with
each audience
ƒ Increase awareness of poor speech habits by creating a list of those that
learners have observed
ƒ Identify and discuss significance of non-verbal communication such as facial
expression, posture and gestures
ƒ Identify strategies for effective telephone communication, use of cellular
telephone and two-way radio
ƒ Provide opportunities for learners to give instructions in class setting by giving
oral instructions to others one-on-one or to the group
ƒ Provide opportunities for engaging learners in discussion
ƒ Encourage speaking in class to increase learner confidence
ƒ Hand out materials on effective participation in meetings/group discussions
ƒ Provide opportunities for learners to share information in the form of a short
presentation on a topic that they are comfortable with using a visual aid such as
a picture, sketch or diagram to increase understanding
ƒ Use the process of giving and receiving feedback as a communication situation
ƒ Create a safe atmosphere for giving and receiving feedback on communication
style
ƒ Assign learners the task of leading the class through some of the assigned
material