Essential Skills Manual - Automotive Service Technician

ESSENTIAL SKILLS ORAL COMMUNICATION

GUIDELINES

AUTOMOTIVE SERVICE

TECHNICIAN

NOC 7321

Page 197

Automotive Service Technician

NOC 7321

OC4 Respond to Oral Communication

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

4.1 identify the main idea
4.2 interpret verbal messages

• differentiate among fact, opinion and feeling


• distinguish between relevant and irrelevant information


• identify the role of non-verbal messages in oral communication
  4.3 clarify received messages


• ask questions to understand


• summarize and restate information
  4.4 respond appropriately to verbal messages

Suggested Strategies and Activities:

ƒ Discuss the role of intonation, posture, gestures, tone of voice, facial expression,
and eye movement
ƒ Have learners recognize and interpret visual cues (i.e., gestures, facial
expression) to help understand messages
ƒ Discuss “vocally produced noises” (i.e., ah)
ƒ Have learners brainstorm common “vocally produced noises”
ƒ Discuss how emotion can impact oral communication
ƒ Have learners listen and respond to the viewpoints of others by asking relevant
questions, offering opinions and/or interpretations
ƒ Use suitable resources for discussion (i.e., newspaper or magazine article on
trade-related material)
ƒ Have learners judge what information is relevant in verbal messages and trade-
related material

Resources:

ƒ Applied Communication Skills for the Construction Trades
ƒ Tools for Success: Soft Skills for the Construction Industry
ƒ Effective Workplace Communication, 3 rd Edition
ƒ Business English an Communication, 5 th Canadian Edition
ƒ Communicating in the Workplace, 6 th Canadian Edition

Online Resources:

ƒ http://www.khake.com/page66.html