C HAP TER 52

Workplace
communications
LEARNING OBJECTIVES
On completing this chapter, you will be able to:
1 Identify the objectives of communication
2 Describe the uses of different styles of communication
3 Understand how communications is applied in an automotive workplace
4 Learn the different types of communication skills
5 Identify sources of information in an automotive workplace.

This chapter is aimed at helping the automotive technician to understand the processes and
benefits of good workplace communications. Good communication is the lifeblood of any
successful business. Communication can be defined as the exchange of ideas or information
and the sharing of feelings. This definition implies a ­two-way process. Putting a notice on the
workshop noticeboard is not considered communication. It is simply providing information rather
than an exchange of information.
There is always a sender, a receiver and feedback in the communication process. The role of
sender or receiver is not fixed and will change continually during a normal conversation.

Objectives of communication
Information must reach the receiver at the right time, in the right format and in language that can be
understood by the receiver. Whether a business is large or small, the objectives will remain the same,
although the communication tools may vary.

Benefits of good communication

Everyone benefits from good communications in the workplace. A more productive and safer environment
is the main outcome of good communication. Other benefits include:
• a healthy and happy workforce
• improved customer relations
• good relationships with co-workers and supervisors
• a stable industrial relations environment.

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 2  Chapter 52  Workplace communications

Poor communication will usually have the opposite outcome. Productivity may drop and relationships
between management and employees may become strained. High absenteeism and staff turnover are
two signs of poor communication.

Who do we communicate with?

The diagram in Figure 52.1 shows the people a technician may come in contact with on a normal day at
work. This diagram represents a medium-size workshop and will vary at each workplace depending on
the size.
The way we communicate with each person will be different. It is important to consider who and how
we communicate with each person. For example, the best way to explain a technical problem to a fellow
worker will be different from the way to explain the same problem to a customer who has no technical
background.
Communication can be divided into two main types: verbal or spoken communication and non-verbal
communication.

supervisor

office/ internal
reception parts
sales

technician
or
trainee

external
co-workers suppliers

customers

Figure 52.1  Communication diagram for a medium-size automotive workshop

Verbal communication
Verbal communication can be face to face with an individual or groups, over the telephone or by video
link. Verbal communication is the most effective way to communicate information and ideas. It is also the
communication channel that can cause the most problems.

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 Chapter 52  Workplace communications  3

Questioning skills
There are many types of questions that can be used for different situations. A question can be used as a
greeting – ‘How are you?’ – or to start a conversation – ‘How is the rain affecting you?’ – but the most
common use of questions in the workplace is to gain information.

   Reminder:  You get the right answers when you ask the right questions.

There are basically two main types of questions used to gain information: closed questions and
open questions.
Closed questions
These are used when a limited answer is required, for instance, ‘Was the engine hot or cold when the
warning light came on?’ They are used to keep the conversation focused on the topic and can gain a lot of
information quickly.
Open questions
Open questions allow a longer and more detailed response.‘What do you think of the new engine
analyser?’ will get a different answer from ‘Do you think the new engine analyser is easier to use than
the old one?’ The first question allows more information to be communicated than the second question,
which requires only a yes or no answer.
The careful use of questions is very important in customer relations. Figure 52.2 shows a service manager
questioning a customer about her car. It can build
a bond, so that the customer has confidence in the
repairer – but avoid asking too many questions. The
conversation can turn into an interrogation and turn
the customer off.

Using the telephone

A telephone call is often the first contact a person
will have with the workplace. Every caller should
be treated as a potential customer, so it is important
to make a good impression.
Many workplaces have a set procedure to follow
when answering the phone. Figure  52.3 shows a
phone call being logged on the computer. If a set
procedure is not provided, the following simple Figure 52.2  Service manager questioning a customer
procedure could be used: about her car
• Begin with a greeting: ‘Good morning/afternoon’.
• Provide the business name: ‘This is XYZ Workshop’.
• Give your first name.
• Request the person’s name.
• Ask: ‘How can I help you?’

When using the telephone always:

• Speak clearly.
• Use a polite and friendly tone of voice.
• Write down and repeat important information.
• Record the time of the call.
• Let the caller know you are listening by saying
‘yes I have got that’ or ‘I understand’ occasionally.
• If you cannot answer the inquiry, make sure it is
followed up.
• Inform the caller what will happen next. Figure 52.3  A telephone inquiry being logged directly
• Let the caller hang up first. onto the computer

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 4  Chapter 52  Workplace communications

Non-verbal communication
Non-verbal communication is any form of communication that does not use speech. It is just as important
as verbal communication. One form of non-verbal communication is often referred to as body language. It
includes such things as:
• facial expressions
• eye movement
• personal grooming and clothing
• hand movements and gestures
• how and where a person stands in relation to the other person.
Body language is usually instinctive, which means the person is not aware that he or she is doing it.
Feelings such as boredom, aggression, frustration, attentiveness and relaxation can all be relayed through body
language. A good communicator will be in tune with
the other person’s body language and his or her own.
If the body language during a conversation is
negative – for example, folded arms and a bored look
on the face of the listener – the speaker should change
the conversation to include the listener. Asking
questions is a good start to re-engage the listener.
Non-verbal communication, such as using hand
signals, is often useful in a noisy environment.
Figure 52.4 shows a car being guided onto a hoist.
The driver cannot hear the person guiding, so hand
signals are the best method of communication. Figure 52.4  Guiding a car onto a hoist

Listening skills
Active listening is a technique in which the listener provides feedback to the speaker. The feedback can be
verbal – ‘I understand’ – or non-verbal – nodding of the head to show the speaker that you are listening.
Active listening is a skill that can be practised and developed by using some or all of the following techniques:
• Maintain eye contact with the speaker when possible.
• Take written notes of important points.
• Don’t be distracted.
• Ask questions to clarify anything that is not fully understood.
• Summarise the main points when the speaker has finished.

   Reminder:  A good listener is an active listener.

Email
Email is almost universal as a tool for communication in the workplace. There are many advantages to
using email over other forms of communication:
• The message is transmitted almost instantaneously to the receiver.
• Attachments such as reports or quotes can be included.
• The receiver can respond to the email when it best suits him or her.
• Keeping copies can be done electronically, saving paper and space.

Disadvantages include:
• Unwanted mail that has to be dealt with, causing wasted time.
• Excessive mail build-up if not regularly answered.

Tips for safe and effective use of email include:

• Open email from a trusted source only.
• Don’t open attachments immediately. Use spyware software to check attachments before opening
• Don’t use a work computer for private email.
• Always log out when you are finished.

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 Chapter 52  Workplace communications  5

Barriers to good communication

Communication breaks down when it is obvious the message is not getting through to the right person at the
right time. Some of the more common barriers to good communication are listed here:
• Use of the wrong communication channels, for example, the use of an email when a phone call would be quicker.
• Not clarifying or checking the main points.
• Use of inappropriate language, for instance, including terms that are too technical for the customer to
understand.
• Poor body language, sending mixed signals to the receiver.
• Not listening or being distracted during a conversation.

Identifying why communication has broken down is essential to resolving the problem.

Writing skills
Writing in the workplace is usually limited to reports, memos and service recording documents. Writing
must be neat and readable. Keep sentences as short as possible.
Use correct technical terms, for example, ‘The shock absorbers require replacement’ – not ‘The shockies
have had it’. A verbal explanation can be given to the customer later if required. The correct terms become
more important if there is a dispute over repairs.
Keep copies of all reports or any written information given to the customer.

Reading skills
The purpose of reading in the workplace is to find and use information. Reading skills required may vary
from quickly skimming or scanning a document to gain a general idea, to reading a procedure in detail to
make sure you fully understand the material.

Sources of information
Technicians need to be able to access a variety of information in order to diagnose and repair faults on
vehicles. The information can be found in various formats and locations, such as books and magazines, on
electronic compact discs (CDs), websites and on the vehicle in the form of decals.
The most common sources of information are:
• workshop manuals
• vehicle owner’s handbook
• service and tune-up guides
• standard times guides
• product guides
• on the vehicle
• the internet.

Workshop manuals
Vehicle manufacturers publish workshop manuals for their vehicles. In some instances, technical information
is also available on CDs. As well as this, an owner’s manual is supplied with each new vehicle.
Workshop manuals are divided into a number of sections, each covering a major part of the vehicle.
There are procedures for major and minor repairs as well as information on maintenance, adjustments, fault
diagnosis and specifications.
Manuals are often divided into a number of volumes, with separate volumes for the engine, transmission,
body and so on. An automotive mechanic must be able to refer to workshop manuals and interpret the
information that they contain.
Workshop manuals have a contents page at the front of the book and a contents list at the start of each
section. These should be the starting point when looking for information.

 Handy hint:  Workshop manuals are also known as service manuals or repair manuals. Many are
available online.

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 6  Chapter 52  Workplace communications

Technical information
The following types of technical information can be found in workshop manuals:
1 Descriptions. The features and construction of a component or a system are often described at the start of a
section as a means of introducing a component.
2 Principles of operation. The principles of operation of various components and systems are described – it is
necessary to know how things function before they can be properly serviced, particularly when diagnosing
problems.
3 Maintenance and service. These are procedures that should be carried out at regular intervals to maintain
the vehicle in a sound condition.
4 Service adjustments. Manuals include descriptions of how adjustments are carried out and when they
should be done.
5 Tune-up procedures. These are the services that should be done periodically to maintain engine efficiency.
6 Repair operations. These are the detailed descriptions and illustrations of both major and minor repairs. They
include methods of dismantling, repairing, installing and adjusting the various components and systems.
7 Special tools and equipment. Information is provided on special tools and equipment needed to service the
particular model of vehicle.
8 Technical data. This is important information that includes specifications, torque settings, capacities (fuel, oil
and coolant), sizes, wear limits, clearances and other information that is needed during servicing or repairs.
9 Wiring diagrams. These show the electrical wiring for the various parts of the vehicle. They include the
colour code for the wires and the connections to all the electrical components.
Technical illustrations
Illustrations are used in workshop manuals to support the text and the same types of illustrations are used in
this book. There are a number of different types of illustrations.
1 Line drawings. These show only one view of an object and so have only two dimensions – width and height,
depth and height, or depth and width.
2 Pictorial drawings. These have three dimensions – width, height and depth. They show the full shape of the object.
3 Photographic illustrations. These are photographs
of the actual object.
4 Exploded views. This type of illustration is used fuel fuel fuel
to show the parts of a component that has been tank pump filter
dismantled. The parts are laid out in the correct
order for reassembly.
5 Sectional views. These have a section of the pressure
regulator
object cut away to show the internal parts. Cross-
hatched lines drawn across the housing show
where it has been cut.
6 Schematic drawings. These are simplified fuel
engine injectors
drawings in which parts are not drawn to their rail
true shape. Instead, outlines of the parts are
Figure 52.5  A block diagram that shows the flow of fuel
drawn, or the parts are represented by symbols.
in the fuel system
Wiring diagrams are of this type.
7 Block diagrams. Block diagrams are used to show
the relationship of parts of a system. The actual Problem
parts are not drawn to shape, but rectangles
(blocks) are used to represent the parts
(Figure 52.5 is an example).
likely causes less likely causes
Tables and charts
Tables and charts are used to show specifications,
pressures, thread sizes or other data. They provide probable less probable
information in a form for easy reference. possible not likely
Some charts are known as tree charts because
try first try next
they have branches thatlead from one item to keep in mind keep till last
another. A chart used for diagnosing problems is
shown in Figure 52.6. This shows a logical sequence Figure 52.6  The tree chart shows a path to follow when
to follow when trying to solve a problem. diagnosing a problem

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 Chapter 52  Workplace communications  7

Vehicle owner’s handbook

Details of the location and correct operation of the vehicle’s controls are found in the owner’s handbook.
The meaning of symbols on the instrument cluster, operation of switches, and adjustment of seats and
steering position are just some of the elements that can be found in the handbook. Emergency, safety and
vehicle care information are also included in handbooks.
Service and tune-up guides
These publications provide information on routine servicing for the general repair workshop. They include topics
such as service intervals, fluid and lubricant types, locations and quantities. They also include specifications
for the engine, fuel and electrical systems.
Vehicles are listed in alphabetical order, with the most common locally produced and imported vehicles
represented. Electronic versions are available, with additional information including pictures of components
and test procedures.
These guides are designed for the technician who is experienced in service and repair procedures. They
are not designed to replace vehicle workshop manuals.
Standard times guides
A standard times guide provides a list of the common repairs, services and adjustments for a range of
vehicles and the expected time needed to carry out the task. The time is stated in hours or parts of hours;
2.5 hours equals 2 hours 30 minutes.
Vehicles are listed in alphabetical order and the tasks arranged in sections such as engine, transmission,
brakes etc.
These publications are useful when quoting the cost of repairs to customers. They are only a guide,
however, because they don’t take into account problems that may occur when repairing older vehicles.
Product guides
Manufacturers provide guides on the products they produce and the vehicles on which they are used. Filters,
lubricants, spark plugs and timing belts are just some examples of products with accompanying guides
that can be found in most workshops. They are normally supplied free of charge on request from the parts
suppliers or are available on their website.
On the vehicle
All vehicles must be supplied with information on tyre size and recommended pressures, exhaust emissions
and engine adjustments. The information is normally provided on decals or ‘stickers’ that are stuck onto
the vehicle in various locations. Other decals can be found that provide information on air-conditioning
refrigerants and timing belt replacement. Figure 52.7 shows typical locations of plates and decals.

(a) (b)

Figure 52.7  (a) Tyre information located on the driver’s door pillar (b) refrigerant and service information located
under the bonnet

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 8  Chapter 52  Workplace communications

Internet
The internet is a popular source of information. All vehicle manufacturers, product suppliers, and
tool and equipment manufacturers have websites that provide information about their products and
services. If the website address is not known, it can usually be found by searching the name of
the product.

Vehicle identification
Manuals contain general information about the
vehicle, including vehicle model identification. All APPROVAL NO. CATEGORY
vehicles are fitted with both a compliance plate and MOTOR VEHICLE MANUFACTURER
a data plate. These metal plates are fixed to a body
panel in the engine compartment and must never be
GVM KG
removed.
VIN
Compliance plate THIS VEHICLE WAS MANUFACTURED TO COMPLY
WITH THE MOTOR VEHICLE STANDARDS ACT 1989
A compliance plate (Figure 52.8(a)) shows the
make, model and the vehicle identification number
(VIN). It also states that the vehicle was built to (a) Compliance plate
comply with the Motor Vehicle Standards Act.
Vehicles must conform to Australian Design
Rules, which cover safety, emission control and
consumer protection. All vehicles are built to these MOTOR VEHICLE MANUFACTURER
standards and must carry a compliance plate. MODEL
BODY No.
Data plate
TRIM A/C
A data plate (Figure 52.8(b)) contains the PAINT
manufacturer’s information about the vehicle,
BUILT SUSP
such as the model, body type, trim, colour code,
ENG TRANS AXLE
suspension and transmission type. These are shown
as codes consisting of letters and numbers.
(b) Data plate
The date the vehicle was built is also shown.
This is the date that the vehicle was driven from the Figure 52.8  Compliance plates and data plates are fitted
production line. to every vehicle

 Handy hint:  Data from the data plate is used to identify the vehicle and components when obtaining
replacement parts.

Manuals explain this data and also show where to find the body number, the engine number and the
transmission number. Serial numbers stamped on these parts are used for identification purposes.

Workplace documents
All important information in the workplace needs to be documented and filed. Documents may need to
be kept for up to seven years for taxation or warranty purposes. Most workplace documents are in a fixed
format or a form.
The following forms are commonly used in automotive workshops for the service and repair
of vehicles.

Quote
A quote is a statement of the proposed cost of repairs provided to the customer by the repairer. It would
normally include the cost of parts, labour and any consumables such as oil, rags etc. If the quote is accepted
and signed by the customer and the repairer, it is legally binding on both parties.

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 Chapter 52  Workplace communications  9

Repair order/job card

The repair order (RO) records all of the essential information relating to the repair, which is needed to
invoice the customer. This information would include:
• business name and details
• reference number and date
• customer’s name and contact details
• vehicle details including registration and VIN
• odometer reading and fuel level
• description of the job to be carried out
• extra work required
• parts and labour used
• discounts and promotions.

The repair order and job card can be combined into one document or may be separate depending on the
needs of the workshop.
It is essential that the customer signs and authorises all repairs on the repair order.

Invoice
An invoice is a request for payment for the goods or services provided by the repairer. The invoice
details the repairs and materials used. It also states the method and terms of payment. For example,
‘A discount of 5% will apply if the account is paid in cash when collecting the vehicle’ or ‘Payment is
due within 30 days’.

Receipt
A receipt is a record of payment. The receipt can be handwritten or generated electronically. Often the
invoice is stamped ‘PAID’ when payment is made. The stamped, dated and signed invoice then becomes
the receipt.
     Reminder:  All documents must comply with Goods and Services Tax (GST) requirements.

Warranty tags
When a faulty component is replaced while it is still under the manufacturer’s warranty, a warranty tag is
attached to the component. Each manufacturer has its own warranty tags and procedures. A car may also
have a number of separate warranties that apply. If a tyre has a defect, for example, the tyre manufacturer
will be responsible rather than the car manufacturer.
It is important that all of the information regarding the faulty component is recorded on the repair order
and the warranty tag, or the claim may be rejected.

SUMMARY
Now that you have completed this chapter you can transfer your knowledge into practical situations within an
automotive service and repair context. You will be able to:

• identify the objectives of communication

• describe the uses of different styles of communication
• explain how communications is applied in an automotive workplace
• explain the different types of communication skills
• identify the sources of information in an automotive workplace.

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 10  Chapter 52  Workplace communications

REVIEW QUESTIONS
1 Define the term communication.
2 State the two main types of communication.
3 List the people that would normally communicate in the workplace.
4 State six benefits of good workplace communication.
5 What are three reasons for asking questions?
6 Give an example of a closed question.
7 Give an example of an open question.
8 List five steps when answering a telephone call.
9 What is active listening?
10 List five types of information that would be found in a workshop manual.
11 In this textbook, find an example of the following: a line drawing, a circuit diagram, a pictorial view,
a sectional view and an exploded view.
12 What is a compliance plate, and where is it likely to be located?
13 What type of information is a data plate likely to contain?
14 State five barriers to good communication.
15 What is a quote?
16 List nine items of information that should be listed on a repair order.
17 What is an invoice?
18 When is a warranty tag used?

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