AURAFA033

Communicate effectively in an automotive

Workshop
AS001

Student Name Rana Umer Saleem Group ……….

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5/6/2019 Assignment version 1.1
Part A. Taken from chap 52 McGraw-Hill

Workplace Communications Underpinning Knowledge Questions

1. Define the term communication?

Communication is the exchange of ideas or information and the sharing of feelings. It is a
process of transmitting and sharing ideas, opinions, facts, values etc. from one person to
another or one organization to another.

2. State the two main types of communication?

- Verbal or Spoken Communication
- Non-verbal Communication

3. List the people that would normally communicate in the workplace?

o Supervisor
o Office Receptionist
o Co-workers
o Internal Part Sales team
o External Suppliers
o Customers

4. State six benefits of good workplace communication?

a) More productive environment
b) More safer environment
c) A healthy and happy workforce
d) Improved customer relations
e) Good relationship with co-workers and supervisors
f) A stable industrial relations environment

5. What are three reasons for asking questions?

i. It can be used as a greeting
ii. To Start a conversation
iii. To gain information

6. Give an example of an open and closed question?

Closed Question: Was the radiator leaking or not when car arrived at workshop?

Open Question: How was your experience of trying our new OBD scanner?
5/6/2019 Assignment version 1.1

7. List five types of information that would be found in a workshop manual?

a. Major and Minor Repairs
b. Vehicle Maintenance
c. Adjustments
d. Fault Diagnosis
e. Specifications

8. What is a compliance plate, and where is it likely to be located?

Compliance plate is a metal which shows the make, model and vehicle identification
number (VIN). It also state that vehicle is built to comply with Motor Vehicle Standards Act.
It is fixed to the body panel in engine compartment of vehicle.

9. What type of information is a data plate likely to contain?

It contains manufacturer’s information about vehicle such as model, body, type, trim, colour
code, suspension and transmission type.

10. List nine items of information that should be listed on a repair order?
 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

11. What is a 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.

12. What is an 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.
5/6/2019 Assignment version 1.1

13. When is a warranty tag used?

A warranty tag is used to record all of the information regarding the faulty component
repaired under warranty.

Part B. Information from class discussion:

14. How would you address a manager or senior colleague in front of a

customer?

15. What are the seven process steps of service?

16. Whilst carrying out a service on a vehicle, you noticed an MP3 player in
the glove box and decided to copy the contents from it. The customer
noticed this and complained to your manager. What action could your
company and the customer take against you?

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