Module Details

Module Code: AUTO7003
Title: Interpersonal Skills
Long Title: Interpersonal Skills
NFQ Level: Intermediate
Valid From: Semester 1 - 2016/17 ( September 2016 )
Duration: 1 Semester
Credits: 5
Field of Study: 5251 - Automotive Engineering
Module Delivered in: 2 programme(s)
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:
# Learning Outcome Description
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.
Dependencies
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 MTU 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
 
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.
Module Content & Assessment
Assessment Breakdown%
Coursework100.00%

Assessments

Coursework
Assessment Type Short Answer Questions % of Total Mark 30
Timing Week 6 Learning Outcomes 2,3
Assessment Description
Short answer questions covering dealing with the customer, accepting the work and addressing customer concerns
Assessment Type Practical/Skills Evaluation % of Total Mark 30
Timing Week 9 Learning Outcomes 3
Assessment Description
Role playing/case scenarios.
Assessment Type Practical/Skills Evaluation % of Total Mark 40
Timing Sem End Learning Outcomes 2,3,5
Assessment Description
Oral examination
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 University reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theory and practical application. Every Week 3.00 3
Independent & Directed Learning (Non-contact) Non Contact Further study of class material Every Week 4.00 4
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theory and Practical application Every Week 3.00 3
Independent Learning Non Contact Further study of class material Every Week 4.00 4
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. 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 5 Mandatory
CR_TTMGT_7 Bachelor of Science in Automotive Technology and Management 5 Mandatory