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AUTO7003 - Interpersonal Skills

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Title:Interpersonal Skills
Long Title: Interpersonal Skills
Module Code:AUTO7003
 
Duration:1 Semester
Credits: 5
NFQ Level:Intermediate
Field of Study: Automotive Engineering
Valid From: Semester 1 - 2016/17 ( September 2016 )
Module Delivered in 2 programme(s)
Module Coordinator: NIALL MORRIS
Module Author: PATRICK O SHAUGHNESSY
Module Description: This module is designed to develop generic soft skills, effective customer care methods and to prepare the student for employment in a front line position within the motor industry.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Analyse the most appropriate measures to meeting customer expectations.
LO2 Define 'best practice' for taking in and delivering work.
LO3 Deal with customer concerns and complaints in a professional manner.
LO4 Identify customers requirements in their dealings with the various departments.
LO5 Apply appropriate judgement in planning of services provided.
Pre-requisite learning
Module Recommendations
This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named CIT module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.

No requirements listed
 

Module Content & Assessment

Indicative Content
Focusing on the customer
Identify what customers want in their dealings with each department. Recognise dealing with customers feelings as well as with customers vehicles. Meeting with customer expectations.
Accepting the work
Parking facilities and procedure. Greeting the customer professionally. Reviewing the customers requirements. Completing necessary paperwork. The hand over of necessary courtesy services. Arranging an inspection. Providing a price estimate. explaining payment requirements. Explanation of contact required during the day. Procedure for collection of vehicle. Closing the conversation before customer leaves.
Keeping the customer informed
Information needed before contacting customer, gaining authority to proceed with any extra work, estimated time of completion.Using the telephone effectively.
Customer concerns
Causes of customer concern. Dealing with complaints. Dealing with angry or upset customers. Mirroring Techniques. Road block survey.
Keeping people first
Provide individual attention. Ask, listen and watch. Getting it right first time. Setting a 100% satisfaction target. Methods of handling rejection.
Pricing policies
Firm pricing for all services. Menu pricing techniques. Structuring prices to help sell additional services.
Quality vehicle delivery
Best practice guide for handover of vehicle to customer.
In house communication
Communications with others in the team, dealership, vehicle manafacturer and vehicle distributor. Limits of authority and responsibility.
Mystery shoppers
Reason for mystery shoppers/customers. Customer satisfaction surveys.
Customer retention methods
Customer retention methods. Outcomes of low levels of retention. Customer incentive schemes.
Departmental meetings
Understand the value and limitations of departmental meetings. Effective methods of communication at these meeting and methods of dealing with identified issues.
Assessment Breakdown%
Course Work100.00%
Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Short Answer Questions Short answer questions covering dealing with the customer, accepting the work and addressing customer concerns 2,3 30.0 Week 6
Practical/Skills Evaluation Role playing/case scenarios. 3 30.0 Week 9
Practical/Skills Evaluation Oral examination 2,3,5 40.0 Sem End
No End of Module Formal Examination
Reassessment Requirement
Coursework Only
This module is reassessed solely on the basis of re-submitted coursework. There is no repeat written examination.

The institute reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Theory and practical application. 3.0 Every Week 3.00
Independent & Directed Learning (Non-contact) Further study of class material 4.0 Every Week 4.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Theory and Practical application 3.0 Every Week 3.00
Independent Learning Further study of class material 4.0 Every Week 4.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
 

Module Resources

Recommended Book Resources
  • Suzanne C. de Janasz, Karen O. Dowd, Beth Z. Schneider., Interpersonal skills in organizations, McGraw-Hill Higher Education; 4th edition 2011 [ISBN: 978-0071086301]
  • John Hayes 2002, Interpersonal skills at work, 2nd Ed., Routledge, year of publication 2002. New York, N.Y. [ISBN: 0203465784]
  • Ursula Markham 2012, How to Deal With Difficult People, HarperCollins UK 2012 [ISBN: 000381719, 9780007381715]
Recommended Article/Paper Resources
This module does not have any other resources
 

Module Delivered in

Programme Code Programme Semester Delivery
CR_EABMT_8 Bachelor of Science (Hons) in Automotive Business Management and Technology 6 Mandatory
CR_TTMGT_7 Bachelor of Science in Automotive Technology and Management 6 Mandatory

Cork Institute of Technology
Rossa Avenue, Bishopstown, Cork

Tel: 021-4326100     Fax: 021-4545343
Email: help@cit.edu.ie