Week 5, Chapter 11 - Communications and Employability Skills Flashcards
Successful employees have…
- Personal Standards
- Work Habits/Ethics
What is the essential skill of focusing on the speaker
Active Listening
What are thoughts and feelings that interfere with our listening, such as our own assumptions, emotions, and prejudices?
Mental Barriers
When you have _______________, stop what you are doing, remove as many distractions as possible, focus on him or her, and look the speaker in the eye
Physical Barriers
What is it called when you maintain eye contact and physically adjust personal space depending on familiarity, gender, status and culture?
Nonverbal Feedback
Validating a statement that shows empathy for the speaker that can urge the speaker to elaborate on a specific topic
Verbal Feedback
What is the 3 step process to effective communication?
- Think about a message
- Present a message
- Check if the message has been understood correctly
What kind of open questions should you ask for gather general information about an issue?
- What
- How
- Why
- Could you tell me
What kind of closed questions questions should you ask to find out specific details of an issue?
- When
- Where
- Which
- How many or how much
What are the employee requirements for a technician?
Above 16 or 18 and must have clean driving record with a license
Punctuality, efficient work time, and effective communication to supervisor about delays and absences are all qualities of good _______________
Time Management
What is CSI rating?
Customer Satisfaction Index
_____________________ is necessary to interpret service information and knowing the purpose of information and remembering it
Effective Reading
What is it called when you only read need-to-know parts?
Selective Reading
What is the term for interpreting and understanding information that you’ve read?
Comprehending Reading
What is reading slowly, visualizing, rereading, absorbing and reviewing?
Absorbing Reading
What are the 3 steps of researching?
- Define the real issue
- Look for information to help solve the problem
- Put pieces together to determine the best solution
Where should you look for basic service information, make and model information, or specific product information?
Vehicle Information
Extensive materials, paper-based materials, and computer-based materials are all examples of what?
Educational Sources
Troubleshooting, chat rooms and forums, websites and good online references are all included in what?
Technical Assistance Services
Documenting findings and creating an accurate, short and complete summary of the work completed daily is what?
Effective Writing
What are the 3 C’s of completing a repair order?
- Concern
- Cause
- Correction
What document contains customer’s contact information, vehicle information, parts, prices, labor times, taxes and any recommended service?
Repair Order
In a vehicle inspection form, there is either a __-point inspection or a __-point inspection
30; 70
