LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1LV03 vấn đề mối quan hệ làm việc hiệu quả 1
kap all covers 6/9/03 9:48 am Page Student Workbook LV03 Effective Working Relationships LV03/SWB Student Workbook for Technical Certificates in Light Vehicle Maintenance and Repair MODULE LV03 EFFECTIVE WORKING RELATIONSHIPS Contents Page Introduction Build and Maintain Effective Working Relationships: Teams Exercise Setting goals Exercise Creating a good impression Exercise Personal appearance Asking for help Company Structures, Job Roles and Levels of Authority: Typical company structures Exercise Role of each operation within the workplace Exercise Time Management, Labour Costs and Profitability: Costing time Exercise Keeping others informed 4 6 8 9 10 ……… Using Different Forms of Communication: Verbal communication Exercise Telephone use Written communications Electronic communications 14 14 15 16 17 18 Equal Opportunities: Definition Legislation Stereotyping Discrimination Exercise Exercise Benefits of a diverse workforce National minimum wage 19 19 19 20 21 21 22 22 23 11 11 12 12 12 13 -1Copyright © Automotive Skills Limited 2003 All Rights Reserved Page LV03: Effective Working Relationships Issue -2Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Introduction Effective working relationships are part of everyday life that we take for granted We form relationships from the moment we are born, and then throughout the various stages of our life, we keep existing friendships and form new ones Hopefully at the end of a busy and rewarding life we can be remembered with affection for the contributions we made to other peoples’ lives and situations The human race is gregarious which means it likes it to form groups, clubs, clans etc where people can meet and enjoy the same interests and hobbies It’s from these social groups that more intimate relationships such as pals, girl/boy friend relationships often develop There are times of course where we cannot choose our friends and we have to make a real effort to join in and make friends in an existing club, rather like when you start work for the first time This can be a daunting experience with perhaps difficulties settling in and working with older people who seem self assured and experienced However by being friendly and helpful you will make the connection so that your colleagues and workmates will respect and value you as a person and team player Effective working relationships hold out the promise of work becoming a pleasurable experience enjoyed in the company of your fellow workmates -3Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Build and Maintain Effective Working Relationships Teams We have all been part of a team sometime in our lives, whether football, hockey or the local darts team If you have been picked for a team your skills have perhaps been noted or somebody has recognised your potential With suitable training and experience you can raise your game from being a novice to a regular team player A football team will train together so that they can harmonise and use their individual skills to take on the best and win By transferring the principles of team working into your normal work environment you can personally influence the outcome of the success of your dealership or garage Of course you will have to undergo training and development to learn the skills of your trade, but after your apprenticeship is completed you will hopefully be playing in the first team! -4Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Exercise Here is an exercise I would like you to Select a sports team such as a football team, if you are not a football fan pick another sport In a football team there are many personalities that bring the team success including the manager, assistant manager, coach, physiotherapist, ground staff, team captain and players Now look at a situation in a dealership or large garage where they also have many personalities that carry out similar functions to a football team List the people in your dealership or garage who have similar roles and responsibilities to a say a sports team Football Team Dealership or Garage Manager Manager Assistant Manager Physiotherapist Ground Staff Team Captain Players -5Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Setting Goals The proof of any team’s success is the tangible results that they can demonstrate at the end of the season, or in the case of a dealership the quantity of cars or repairs carried out in a particular time period This is known as setting goals, for a sports team who wish to win a trophy at the end of the season they will set targets, for example, to raise their level of fitness and passing skills You will need to ensure that whenever you make commitments to others you keep your promises, if not it can harm relationships and let down the team A dealership may want to improve its market share of repairs and servicing Their targets may be to send staff on dealer training to raise their productivity levels Whenever goals are set certain questions have to be asked What we want? How we achieve it? What investment is required? This can be broken down into the following: Objectives Targets Ultimate goal Raise productivity in the service department More staff training Increase market share Exercise You decide on a particular goal, with objectives and targets Objectives Ultimate goal Targets After your team has attained their objectives and goals you hope to share in the success For a company that may mean increased profitability and a bonus for the team or top dealer position and the accolade which that brings to the team -6Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Creating a Good Impression You passed the interview because you created a good impression on your future employer The important thing is to maintain and progress that good impression so that you become an important and valued employee, one that it would be difficult to replace Learning and applying new skills are an essential part of your apprenticeship But equally important is your skill in developing positive working relationships with fellow workers and customers Unlike after work friends, whom you personally chose because you have an affinity with them, your working colleagues may not all be to your liking It is how you manage relationships with people who in normal circumstances you may not choose as your friends which mark out your success as a team player Of course it is equally important that the impression you personally relay to your workmates is positive Sometimes it is important that you step back and self analyse your approach and attitudes The questions you may want ask of yourself is - ‘How my work colleague perceive me?’ Is it as someone who is?: • dependable • honest • safe Most people strive to be these things, however, there will lapses when incidents and pressures of work may upset normally good working relationships It is at these times that every effort must be made to solve or find remedies for the situation Your supervisor or mentor is the person you should speak to if you are unhappy or concerned about your work relations If situations arise that affect working relationships it can have a profound effect on a department’s performance What you think could happen if relationships broke down? -7Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Exercise • Morale: Workers unhappy, workers wanting to leave, team spirit damaged • Productivity: • Company image: Personal appearance Your personal appearance is a reflection of your own standards It should follow the guidelines set out by your company Usually this will mean a good standard of personal cleanliness and a clean uniform Asking for help You must always ask for help if you are unsure of the next step in the repair process You may want to follow these guidelines or ask the following questions: • Are my requests reasonable? • Are my workmates busy trying to deal with their own work? • Can I receive this help from another source? • Can I ask for assistance and be patient? To summarise, your interaction with your fellow workmates should be one of mutual respect and understanding Also the opportunity to prosper and develop a successful career will be enhanced if your company recognises your talent in building and maintaining effective working relationships -8Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Company Structures, Job Roles and Levels of Authority Typical company structures A simple organisation chart for Speedy Motors Speedy motors Mr Cheque team captain Mr Glasses Car Sales Manager team Mr Sander Bodyshop Manager team Mr Fix-it Service Manager team3 When you joined the company you were allotted a team to work with Of course you cannot pick and choose your new colleagues so you have to ‘’fit in’’ and accept the existing situation It can be a very difficult time until the ice is broken and you are accepted There are people who are appointed to help and advise you so the transition is easy as possible Once you are in your team, for example the Service Department, you will appreciate the dependency that team members have amongst themselves and to other teams in the dealership An illustration of dealer teams is given below: General Manager Finance Sales Service Parts Car rent Body shop Fleet Man Man Man Man Man Man Man Assistant Service Manager Foremen (2) Technicians (12) Apprentices (3) A more complex organisation chart is shown above It highlights the service department and the number of people who work in it -9Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Everybody has a role to play in the success of the company, though the more responsibility you have is normally equated with a higher salary or remuneration Typical job roles, responsibilities and authority are given in the following example Exercise Complete as a short exercise on the job roles, responsibilities and authority of supervisors, technicians and apprentices Owners/directors: Overall control _ answerable to shareholders Managers: Implement strategy _ control, plan and communicate Supervisors: lead teams, meet targets and develop and motivate staff Technicians: Work diligently to a standard, sell skills, team player, customer orientated _ Apprentices; Work with others, assist, _ learn and qualify - 10 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Role of each operation within the workplace Different types of operations and departments Parts Dept- Finance Dept - Parts order Accounts, wages Service orders Invoicing Vehicle sales - Service Warranty repairs Department Parts Dept Returned parts Pre- delivery Warranty returns Car rental – All departments Repairs Completed work Service From the diagram above you will appreciate that many teams contribute to the success of the company, including the parts team, vehicle sales team and the finance team If we did not have finance people to collate and price all the hours worked and the parts used, the company could not bring in the money required to pay their own bills and make a profit Exercise Think of your own situation in the dealership and construct an organisation chart that reflects your own team and your position within it Consider the following departments in your structure: service, parts, bodyshop, aftersales, warranty, vehicle recovery, sales and accounts Your chart: - 11 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Time Management, Labour Costs and Profitability Costing time The service department has to be profitable after paying its staff their wages and paying a proportion of the overheads It is therefore essential that every hour the team works is chargeable time to a customer If you are not working for any reason, e.g sickness, feeling a bit lazy or a slack period in the day your time cannot be charged out and the team may miss their targets The service manager can calculate the number of hours available for sale to customers by multiplying the hours available each day/week/month by the number of technicians and apprentices available e.g 10 technicians working a 35 hour week has the potential of 350 hours for sale If the charge out rate is say £50 per hour it is possible that the service department could earn £3500 in that particular week The service manager may allow some ‘drift’ for example it may be decided that 90% efficiency is the target for that week i.e 90% x £3500 = £3150 To calculate the charge out rate the company accountant will take into consideration the direct costs such as wages, and also the indirect costs as a share of the overheads, such as heating and lighting The charge out rate has to be competitive with the other dealerships in the area so as to ensure that the customer is not tempted to take his or her custom to a competing dealership or garage To play your part in achieving the objectives of the department you must ensure that you manage your own time successfully This will include being punctual, working within the (standard) times given to you and completing the work by the time specified Exercise Based on the model above assume 12 technicians are working a 37 hour week on a charge out of £60 per hour Assume an efficiency of 80%; what is the potential income for the dealership over a one-week period? Your answer: Of course that is not profit, profit will be calculated once all the costs are met This is calculated through the profit and loss account - 12 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Keeping others informed It is essential that you keep your mentor or supervisor informed of your progress This communication is very important as promises have normally been made to customers on completion times If the customer has made special arrangements for the vehicle handover you can imagine the difficulties and possible loss of custom that could entail if the work was not completed on time To ensure customer satisfaction and the avoidance of faulty returned work you should inform your mentor or supervisor of: • unforeseen difficulties • time constraints • any additional or potential faults that have to be recorded You should also ensure that all work is completed to company policy and regulatory standards Supervisors and managers must be kept informed of possible delays so that customers are contacted and alternative arrangements made Remember, failure to communicate progress can lead to angry customers and lost business - 13 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Using Different Forms of Communication Verbal communication Using the correct form of communication is essential in ensuring the correct message is being relayed between parties If misunderstandings arise it may lead to a breakdown in customer confidence and possible safety issues From a technical viewpoint you must always be absolutely sure of your work details I f unsure you must ask your supervisor or mentor so that details are clearly clarified Never carry out work of which you are unsure of the consequences When giving and receiving verbal information there are a number of elements that you should adhere to This is based on establishing a rapport and trust with the other person How you approach and ask your colleagues for assistance will determine their response These elements can be summarised as follows: • gather your facts • be polite • decide whether formal or informal • be a good listener • be precise and accurate • check understanding • say thank you - 14 - Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Exercise Complete the sentences below by entering the missing words • Make _ contact with the other party, show that you are _ direct all your attention to the other speaker • Nodding and showing that you are by saying ‘I see’ will make it _ for other person to keep on _ • the main points of what the other person says and restate them in your own _ This will help the other person his or her own thoughts and feelings - 15 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Telephone use Telephones are extensively used in a dealership, for example they are used for arranging appointments with customers and ordering parts Since the other person cannot see you it is important that the expression in your voice gives a positive evaluation of your personality and reliability To transmit information promptly and accurately you should follow the following rules of telephone communications: • memo pad and pen beside receiver • answer promptly e.g within rings • friendly greeting • introductions to company, yourself, offer assistance and apologise if caller has been kept waiting • ensure caller has identified themselves, if not ask now • listen carefully and take notes • confirm that you are listening by offering reassurance • summarise important points with the caller • thank the caller on behalf of the company • allow the caller to hang up first Other factors that you should be aware of are the duration and cost of telephone calls Keep calls brief and to the point, it saves time and money for the company - 16 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Written communications Written communications are usually in the form of technical reports and repair needs The essential criteria are accuracy and legibility as any mistakes in writing reports or repair needs can be costly to the company and the customer The main points to observe in writing any message within or on behalf of the company are: • accuracy • legibility • correct spelling • correct grammar • within company policy • legal You must remember to date and sign all correspondence If you are an apprentice undertaking a vocational qualification you will have to prove your competence through work-based assessment This may entail you keeping work records safely for your visiting assessor to view and assess It is important that any work records you present for assessment are completed fully and with the correct details for the assessor Demonstrating your ability to communicate and demonstrating your developing competence by verbal and written means, will give your visiting assessor the confidence that you are on target for qualifying for a national standard - 17 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Electronic communications Many companies have e-mail and a web site Web sites offer an alternative platform for showing products and services In some cases they are interactive and allow customers to buy products and services over the web Most large dealerships advertise vehicle sales on their site Customers can view the car and receive details of its history and purchase price Customers can contact web sites through e-mail addresses This allows the customer to dial up the site and view its facilities and products E-mail can also be used to send and receive messages to and from clients and customers E-mail facilities and the dialling up of web sites are usually prohibited to employees unless it is in the course of the business where technical queries and contact with manufacturers and suppliers are considered necessary - 18 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Equal opportunities Definition Equality of opportunity means ensuring there is no inequality or difference in treatment, except for extra supportive interventions, between individuals from any race, gender, nationality, age group disability or group sexual orientation This definition applies inside or outside your normal place of work Legislation The legislation that gives equality of opportunity is the Equal Opportunities Act This act provides the framework for a number of other important and complementary acts called: • Sex Discrimination Act • Disability Discrimination Act ã Race Relations Act - 19 Copyright â Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Stereotyping It is easy to fall into the trap of stereotyping people and groups without really knowing them To many people motor mechanics are usually male, cocky and wearing dirty overalls, whereas as the car salesman is usually male, snappy dresser, with the gift of the gab and not to be trusted Most of this is history as vehicle dealerships and manufacturers have gone to great lengths to negate this stereotyping of the people that work in our industry Lack of equal opportunities can affect people in the workplace The perception is given that they are second class citizens and as such, never given the opportunity of realising their potential - 20 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Discrimination Stereotyping people and groups can lead to prejudice and discrimination Discrimination is giving less favourable treatment to individuals and groups Discrimination can lead to harassment, which can be defined as “any conduct that is unwanted by the recipient(s) or affects the dignity of any individual or groups” Exercise List two more examples of harassment by completing the following: • Racial harassment: ã ã - 21 Copyright â Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Exercise List three more examples of people you would consider to be at risk of discrimination: • Elderly • _ • _ • _ Good companies will abide by the legislation and offer opportunities to all sectors of our society It may mean that they will have adapted their workplace to accommodate disabled people, but the benefits of employing a diverse workforce are recognised by all forward thinking companies Benefits of a diverse workforce Benefits of a diverse workforce Many companies have realised the benefits of a multi-cultural and multi-racial workforce by actively recruiting from the minorities, they include – • positive marketing of vacancies to minority groups • making employees feel equally valued and respected, thus encouraging higher productivity and creativity • diverse communities will see themselves represented within the workforce and become potential customers of the company - 22 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue National minimum wage The national minimum wage is designed to increase the pay levels of many low paid workers The Low Pay Commission is an advisory body set up to advise the government of the day about national wage rates and a proposed national minimum wage The national minimum wage applies to ‘all experienced adult workers’ Summary • make an impression through personal endeavour • working in teams increases productivity and rewards • know the company structure and who you approach for advice and assistance • know the importance of money to the company and how it is made, earned and distributed • learn and use a variety of communication methods to ensure your message is accurate • know the importance of equal opportunities and the role you can play in meeting its objectives - 23 Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue ... National minimum wage 19 19 19 20 21 21 22 22 23 11 11 12 12 12 13 -1Copyright © Automotive Skills Limited 2003 All Rights Reserved Page LV03: Effective Working Relationships Issue -2Copyright ©... 2003 All Rights Reserved LV03: Effective Working Relationships Issue Introduction Effective working relationships are part of everyday life that we take for granted We form relationships from the... -3Copyright © Automotive Skills Limited 2003 All Rights Reserved LV03: Effective Working Relationships Issue Build and Maintain Effective Working Relationships Teams We have all been part of a team sometime