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Effective Working Relationships
Successful teams
Garages have teams, they also have goals to achieve success.
Their success can be measured by the _____________ of the
company.
The workers can share in that success by:
• sharing in the ___________________
• regular _____________________
• secure ______________________
• company _______________________
• discounted _________ or special ____________________
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Interaction with others
As part of a team you will be expected to help and assist your
colleagues whenever possible, you should:
• be __________________
• honour ________________________
• offer _________________________
• be _________________
• be ____________________
• share _______________________-
Forming good working relationships with people who will assist you in
your qualification is essential. You should observe, listen and practice
what you have learned.
Accepting criticism:
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Not every job is going to work out as planned.
Learn from your mistakes and ensure it does not happen again.
Requesting help and assistance
Give three examples of considerations to make when asking a team member for
assistance –
..........................................................................................................................
..........................................................................................................................
..........................................................................................................................
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Creating a good impression:
• your ___________________________________ is a reflection of
your own standards.
• You should follow the ____________________________________
requested by your company
• your behaviour should be ______________________________and
consistent with_________________________________________
A GOOD EXAMPLE NOT
WRONG RIGHT
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Repairing relationships
When working relationships break down, it is important that
remedies are sought to ensure morale, productivity and the
company image is maintained, in the case of customers you
should :
A.
B.
C.
D.
E.
On a personal level, always seek to defuse a situation, don’t take
sides in a dispute, always talk with your supervisor to resolve
problems.
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Company Structure
Departmental teams
Roles and Responsibilities
Roles, responsibilities and authority (service)
• ____________________ - overall control, determine strategy,
answerable to shareholders
• ____________________ - implement strategy, set goals,
control, plan and communicate
• ____________________ - lead teams, meet targets and
develop and motivate staff
• ____________________ - work diligently to a standard, sell
skills, team player, customer orientated, apprentice mentor
• ___________________ - work with others, assist, develop
skills, learn and qualify.
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Managing Time
The service manager has a number of hours to sell each day, e.g. 10
technicians x 8 hour day = ____ hours.
At busy periods the service department may meet this target, and in
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some circumstances may _______________________.
Assuming the charge out rate is £65 per hour the service department has
a potential income of £_________________________.
The charge-out rate is worked out by adding all the costs which the
service department has to bear:
_________ ____________ (labour)
Indirect costs (_______ _____ ___________________)
_______________margin.
Profitability can be eroded by ________________________________,
_______________________________, broken promises and
_____________________________________________.
The profitability of the service department is dependent on many factors
e.g. skills of the workers, smoothing the peaks and troughs of work,
reputation of the company and the available turnover.
Managing your own time successfully will contribute to the overall
profitability of the department, including:
being ______________________
working to _____________________________
reducing ____________________________e.g. after 5pm
reducing ____________________________e.g. getting it right first time.
Communications
There are number of ways of giving and receiving information,
they include _____________________________,
_________________________
and _________________________ communications.
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COMMUNICATION
In the course of your daily work there will be times when you require
advice, assistance or clarification.
Also, there may be times when you are able to offer assistance
and help.
How you approach and ask your colleagues for assistance or
advice will determine their response, you must:
a.
b.
c.
d.
e.
f.
g.
Give examples of verbal, written and electronic communication
and when they might be used............
VERBAL: Type - ...............................................
When - ...........................................................................................
.......................................................................................................................
.......................................................................................................................
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......................................................................................................................
WRITTEN: Type - ...............................................
When - ..........................................................................................
........................................................................................................................
........................................................................................................................
.......................................................................................................................
ELECTRONIC: Types - ..................................................................
When - ....................................................................................
.......................................................................................................................
.......................................................................................................................
.......................................................................................................................
Communications
Using the correct telephone technique is essential where the image of the
company is at stake, you should always:
• have a memo pad and pen beside the receiver
• answer promptly
• friendly greeting, introductions, company, yourself, offer
assistance, apologise if caller has been kept waiting
• caller is identified
• listen carefully and take notes
• confirm you are listening by offering reassurance
• summarise important points with caller
• thank the caller
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• allow the caller to hang up first
Always choose the most ______________ means of communicating
your message whether by verbal means, letters, e-mails, internet or
intranet.
To avoid misunderstandings always ensure your written
communications are:
• accurate
• legible
• spelt correctly
• the correct grammar
• within company policy
• legal
Equal Opportunities Act
This is the legislation that gives equality of opportunity. This act
provides the framework for a number of other important and
complementary acts called:
• Sex Discrimination Act
• Disability Discrimination Act
• Race Relations Act
Equal opportunities means ensuring there is no inequality or
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difference in treatment, except for extra supportive interventions
between individuals from any race, gender, nationality, age
group, disability group or sexual orientation.
NOTE – This also applies outside of your workplace
Harassment
Harassment can be defined as any conduct that is unwanted by the
recipient(s) or effects the dignity of any individual or groups, examples
include:
• racial harassment
• people with disability
• age harassment
• sexual harassment
• sexual orientation
• bullying.
A company can be liable for the actions of its employees
National Minimum Wage
The NMW 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 the National
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Minimum Wage.
The NMW 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
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• know the importance of money to 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.
Name............................................................
Date completed..............................................
