Real-Life Communication
In working as an autobody repairer, communication skills are just
as important as any tool or machine you use in your daily repairs. This job
involves constant documentation, as well as verbal communication with various
kinds of people.
"If you are not working on a vehicle, the rest of
the day is spent communicating with customers, with staff and with insurance
companies," says autobody repairer Morris King.
"We use communication
skills to explain repair jobs to customers, while we need to constantly communicate
with staff to discuss what parts we need, and assign tasks to individuals
so that jobs get done as efficiently and as accurately as possible. We also
frequently keep in touch with insurance companies to update ourselves with
what needs to be done, what restrictions there are with each claim, and to
complete written documentation that comes with each claim."
A businessman
just charged into your shop this morning. He drops his car keys on the table
and scribbles down his fax number, then jumps into a cab, rushing off to an
important meeting. He requests that you give him a brief summary, in writing,
on what kind of work needs to be done to his car and then fax it to him. You
inspect the car and note the following:
The car has:
- Broken tail light
- Rusty fender
You will:
- Repair deep scratch on the door
- Replace broken parts
- Grind the fender
- Do some light touch-up painting
Based on this information, write up a brief summary
for your customer.