Essential Skills Manual - Automotive Service Technician

ESSENTIAL SKILLS ORAL COMMUNICATION

GUIDELINES

AUTOMOTIVE SERVICE

TECHNICIAN

NOC 7321

Page 196

Automotive Service Technician

NOC 7321

OC3 Listen Effectively

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

3.1 identify the difference between listening and active listening
3.2 identify the purpose of active listening
3.3 identify active listening strategies
3.4 implement active listening strategies

Suggested Strategies and Activities:

ƒ Discuss the importance of good listening skills in a variety of situations at work
ƒ Define active listening
ƒ Identify barriers to effective listening
ƒ Have learners think about and monitor their listening skills
ƒ Identify strategies for active listening including paraphrasing, questioning and
note-taking
ƒ Practice strategies for active listening
ƒ Encourage learners to implement active listening strategies during training and
on the job
ƒ Have learners receive and follow-up on messages and instruction

Resources:

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

Online Resources:

ƒ https://www.lsneducation.org.uk/user/order.aspx?code=060014 (Teaching
speaking and listening; a toolkit for practitioners)
ƒ https://www.lsneducation.org.uk/user/login.aspx?code=078838&P=078838PD&
action=pdfdl&src=XOWEB (Key Skills Support Program: Communication)
ƒ http://www.mindtools.com/page8.html (Mind Tools: Communication Skills)
ƒ http://www.khake.com/page66.html
ƒ http://www.cte.uwaterloo.ca/teaching_resources/teaching_tips/tips_challenges/
effective_communication.pdf (Teaching Tips)