Automotive Technician--Professionalism; Interpersonal Relationships

ACTING WITH PROFESSIONALISM

The key to effective communications is respect. Like communication, respect is a two-way process. You should respect others and others should respect you.

However, respect cannot be commanded; it must be earned. As a technician, you can earn respect in many ways. All of these result from the amount of professionalism you display. Professionalism is best shown by having a positive attitude, displaying good behavior, and accepting responsibility.

A good technician is a highly skilled and knowledgeable individual. A professional technician is a good technician who dresses and acts appropriately.

A professional demonstrates the following:

• +++Self-esteem, pride, and confidence
• +++Honesty, integrity, and personal ethics
• +++A positive attitude toward learning, growth, and personal health
• +++Initiative, energy, and persistence to get the job done
• +++Respect for others
• +++A display of initiative and assertiveness
• +++The ability to set goals and priorities in work and personal life
• +++The ability to plan and manage time, money, and other resources to achieve goals
• +++The willingness to follow rules, regulations, and policies
• +++The willingness to fulfill the responsibilities of your job
• +++Assuming responsibility and accountability for your decisions and actions
• +++The ability to apply ethical reasoning

Coping with Change

Your professionalism is also evident by how you react to change. Unfortunately, work environments never stay the same. New rules and regulations, supervisors, fellow employees, business owners, and vehicle systems are all potential sources of stress.

Rather than focusing on the negatives of these changes, you should identify the positives. This will help you minimize stress. If you feel stress, do what you can to relieve it. Activities such as walking, running, or playing sports help reduce stress. When you are stressed, whether it’s caused by something at work or in your personal life, it’s difficult to be a productive worker. Therefore, do your best to put things in perspective and do some critical thinking to identify what you can do to change the situation that is causing the stress.

When the source of stress is related to your job, spend time to decide whether the stressful situation can be changed or not. If it cannot and you feel you can no longer cope with it, it may be wise to find employment elsewhere. This stress can be the result of change or can be caused by a realization that you don’t like what you are doing or don’t have the ability to do what is required of you.

If you decide that leaving your job is the best solution, do it professionally. Don’t simply stop showing up for work or walk up to the employer and say "I quit!" The best way to quit a job is to write a letter of resignation and personally present it to the employer.

The letter should state why you are leaving the company. Be careful not to attack the business, the employer, or fellow workers. You can simply say you are looking at other opportunities or have found another job. Bad-mouthing the business is a sure way of losing a good work reference-one that you may need for your next job. The letter should also include the last day you intend to work. Your last day should be approximately 2 weeks after you notify the employer. At the end of your letter of resignation, thank the employer for the opportunity to work for him or her and for the personal growth experiences they provided for you.

|||| Good customer relations are important; make sure you always listen and communicate clearly.

INTERPERSONAL RELATIONSHIPS

As an employee, you have responsibilities to your fellow workers. You are a member of a team. Teamwork means cooperating with and caring about other workers. All members of the team should understand and contribute to the goals of the business. Keep in mind that if the business does not make money, you may not have a job in the future. Your responsibility is more than simply doing your job. You should also:

• +++Suggest improvements that may make the business more successful.
• +++Display a positive attitude.
• +++Work with team members to achieve common goals.
• +++Respect the thoughts and opinions of your fellow workers and your employer.
• +++Exercise "give and take" for the benefit of the business.
• +++Value individual diversity.
• +++Respond to praise or criticism in a professional way.
• +++Provide constructive praise or criticism.
• +++Channel and control emotional reactions to situations.
• +++Resolve conflicts in a professional way.
• +++Identify and react to any intimidation or harassment.

Customer Relations

Good customer relations are important for all members of the team. You should make sure you listen and communicate clearly. Be polite and organized, particularly when dealing with customers on the telephone. Always be as honest as you possibly can.

Present yourself as a professional. Professionals are proud of what they do and they show it. Always dress and act appropriately and watch your language, even when you think no one is near.

Respect the vehicles you are working on. They are important to the lives of your customers. Always return the vehicles to their owners clean and in an undamaged condition. Remember, a vehicle is the second largest expense a customer has. Treat it that way. It does not matter if you like the vehicle. It belongs to the customer; treat it respectfully.

Explain the repair process to the customer in understandable terms. Whenever you are explaining something to a customer, make sure you do it in a simple way without making the customer feel stupid.

Always show customers respect and be courteous to them. Not only is this the right thing to do but it also leads to loyal customers.

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