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Communication Skills

Automotive Engineering Technology · Level 5  ·  5 Chapters

Compiled by: Martin Karanja

Can I download Communication Skills notes as a PDF?

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What Communication Skills covers

Communication Skills in Automotive Engineering Technology Level 5 shows how a workshop talks to customers, colleagues and managers. You start with the communication process, principles, channels and barriers, and the way information flows in an organisation. Written communication follows, with its types, elements and the requirements an organisation sets. Non-verbal skills cover body language, posture and the workplace dressing code. Oral communication covers questioning techniques, workplace etiquette and active listening. The last outcome is group discussion: building rapport, taking turns, drawing up action plans, resolving conflict and working as a team.

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Careers after Communication Skills

Clear communication is part of every job in a garage or a vehicle service centre, and this unit prepares you to handle customers, colleagues and paperwork in that setting. It trains you in channels, written and oral communication, non-verbal skills and group discussion.

  • Service reception at motor dealerships in Nairobi - you receive customers, ask questions to understand the fault they describe, listen actively and record the job in the format the organisation requires.
  • Workshop supervision at bus and truck garages in Mombasa - you brief technicians, pass instructions through the right channel and run short group discussions that end in an action plan.
  • Parts counters at motor spares shops in Thika - you handle enquiries politely, follow the dress code and write clear orders and delivery notes for suppliers.
  • Fleet offices at transport companies in Nakuru - you pass defect reports between drivers and the workshop in writing and by voice so repairs are not misunderstood.
  • Your own garage in Kisii - you deal with customers face to face, write quotations and settle disagreements calmly, which is how a small garage keeps its clients.

The five outcomes of the unit, from channels to group discussion, all apply on the workshop floor.

Chapters

1
Apply communication channels
8 topics
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2
Apply written communication skills
3 topics
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3
Apply non-verbal skills
3 topics
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4
Apply oral communication skills
4 topics
Open chapter →
5
Apply group discussion skills
7 topics
Open chapter →
What Communication Skills covers: 25 main topics in 5 chapters

1. Apply communication channels

  1. 1.1 Communication Process
  2. 1.2 Principles of effective communication
  3. 1.3 Channels/medium/modes of communication
  4. 1.4 Factors to consider when selecting a channel of communication
  5. 1.5 Barriers to effective communication
  6. 1.6 Flow/patterns of communication
  7. 1.7 Sources of information
  8. 1.8 Organizational policies

2. Apply written communication skills

  1. 2.1 Types of written communication
  2. 2.2 Elements of communication
  3. 2.3 Organization requirements for written communication

3. Apply non-verbal skills

  1. 3.1 Utilize body language and gestures
  2. 3.2 Apply body posture
  3. 3.3 Apply workplace dressing code

4. Apply oral communication skills

  1. 4.1 Types of oral communication pathways
  2. 4.2 Effective questioning techniques
  3. 4.3 Workplace etiquette
  4. 4.4 Active listening

5. Apply group discussion skills

  1. 5.1 Establishing rapport
  2. 5.2 Facilitating resolution of issues
  3. 5.3 Developing action plans
  4. 5.4 Group organization techniques
  5. 5.5 Turn-taking techniques
  6. 5.6 Conflict resolution techniques
  7. 5.7 Team-work

Revise this unit

Exam-style questions 70 Written to CDACC standard, with answers Test yourself 158 Multiple-choice, one at a time Practise questions 132 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 37 What the assessor asks, and how to answer out loud Worked calculations 14 Step-by-step maths with the common mistakes Quick cards 790 Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator 4 On site, what would you do? Workplace scenarios 80 Real site situations — what would you do? Turn this into income 48 Where this skill earns — what to charge, how to find clients

Other units in Module III