,
,
,
, Automotive Technology: A Systems Approach, 4Ce
2. Look through the help-wanted section of the local newspaper or at online job websites such as
www.workopolis.com, www.careerbuilder.ca, www.apprenticesearch.com, and
www.jobbank.gc.ca/home. Clip out or print all of the employment opportunities available to
someone trained in automotive technology. Do not limit your search to one or two job
classifications; look through many.
3. Based on the ads found in the previous activity, put together a summary of the jobs that are
currently available. Include in the summary the desired qualifications and the type of facilities in
need of qualified technicians.
ANSWERS TO TEXTBOOK REVIEW QUESTIONS
1. Electronics are widely used because they allow for rapid response to changes in operating
conditions; they are inexpensive, lightweight, and very reliable.
2. To become a successful automotive technician, you must be able to master and keep up with
the latest technologies, and you must possess the skills to work well with people.
3. There are a variety of types of businesses that employ automotive technicians.
a. Dealerships provide repair and maintenance on vehicles while they are under warranty and
beyond. They offer the technician good technical support, special diagnostic equipment, an
opportunity to specialize, and ongoing training. A disadvantage could be becoming limited to
one or two particular model lines.
b. Independent repair shops service all types of vehicles, sometimes specializing in certain
areas of repair, or in either import or domestic vehicles. This type of shop may present constant
service and diagnostic challenges to the technician, providing an opportunity to gain a well-
rounded technical background. Disadvantages may include having less sophisticated
diagnostic equipment to work with and less dealership sponsored training.
c. Store-associated shops provide certain specialized services such as brakes, exhaust
systems, and wheel and tire repair. An advantage to the technician is the ability to specialize
in one area and product. A disadvantage is not becoming as well rounded in other areas of
automotive service.
d. Specialty service shops provide repairs in specialized repair areas such as engine
rebuilding, transmission/transaxle overhauling, brake, exhaust, emissions, or electrical
systems. Technicians can become very skilled in the specialized area, but they can also limit
themselves.
e. Fleet service and maintenance shops provide service and maintenance for a fleet of
company-owned vehicles. Their technicians can become very familiar with a wide range of
vehicles over an extended period of time.
4. There are many ways that you can gain work experience while you are a student. They include:
a. job shadowing, b. mentoring, c. cooperative education, d. apprenticeship, e. part-time
employment.
5. d. During the on-the-job portion of an apprenticeship, the apprentice must complete a
prescribed set of complete vehicle repair tasks.
6. b. While a vehicle is still under warranty, repairs are usually performed in dealership service
departments.
7. c. Specialty shops perform work on one or more specific automotive systems.
8. d. The service adviser prepares cost estimates.
9. a. The vehicle’s electronics have produced the greatest changes in today’s automobiles.
Electronics have affected the operation of almost every automotive system including
improvements to engine performance, emission control, braking systems, and passenger
comfort to name a few.
1‐3
, Automotive Technology: A Systems Approach, 4Ce
10. a. A successful technician must possess a good understanding of electronics.
11. d. Tire rotation would be performed under scheduled preventative maintenance. Water pump
replacement and transmission overhaul would only be performed when a failure or signs of
impending water pump or transmission failure occurs. Engine oil replacement is a regular
maintenance item that does not necessarily have to be only performed during a preventative
maintenance service.
12. b. The automobile manufacturer determines the new car warranty conditions for the
automobile’s engine and drive train systems.
13. d. The government mandates the length of time and amount of kilometres that emission control
devices are to be covered under warranty.
14. d. To become a certified automotive technician in most Canadian provinces you must complete
an automotive service technician apprenticeship.
15. b. Although each province may set a minimum grade to obtain a provincial certificate, a 70
percent grade must be achieved to obtain a Red Seal endorsement.
16. c. A prorated warranty decreases over time.
17. a. A prorated warranty is commonly provided on tires and batteries.
18. c. Wholesalers are commonly known in the automotive industry as jobbers. Jobbers sell
aftermarket parts and supplies to automotive service shops and the general public.
19. a. The advantage of a Red Seal endorsement is that it allows an automotive service technician
to work in most Canadian provinces without further testing because it is recognized as a high
standard of achievement.
20. d. ASE testing in Canada is voluntary testing in various automotive technology areas.
© 2021 Nelson Education Ltd. 1‐4
, Automotive Technology: A Systems Approach, 4Ce
CHAPTER 2
Workplace Skills
CHAPTER OVERVIEW
This chapter describes the workplace skills needed to successfully obtain a job and how to keep it.
Among the topics discussed are the preparation of a resumé and cover letter, and how to prepare
for a job interview. The basis for good workplace skills is respect. You must not only have respect
for yourself, but also for your employer, your fellow employees, and your customers.
LEARNING OUTCOMES
• Develop a personal employment plan.
• Seek and apply for employment.
• Prepare a resumé and cover letter.
• Prepare for an employment interview.
• Accept employment.
• Understand how automotive technicians are compensated.
• Understand the proper relationship between an employer and an employee.
• Explain the key elements of on-the-job communications.
• Be able to use critical thinking and problem-solving skills.
• Explain how you should look and act to be regarded as a professional.
• Explain how fellow workers and customers should be treated.
INSTRUCTIONAL OUTLINE WITH TEACHING HINTS
I. Seeking and Applying for Employment
A. Employment Plan
B. Identifying Your Skills
C. Identifying Job Possibilities
D. Driving Record
E. Preparing Your Resumé
F. Digital Portfolios
G. References
H. Preparing Your Cover Letter
I. Contacting Potential Employers
J. Employment Application
K. The Interview
© 2021 Nelson Education Ltd. 1‐5
, Automotive Technology: A Systems Approach, 4Ce
L. After the Interview
Hint: Show examples of good and poorly completed resumés, cover letters, and applications.
Have the students apply for a mock job opening. Block out the names and have the class look
at the applications, cover letters, and resumés and vote on which applicant would most likely
get hired.
II. Accepting Employment
A. Compensation
1. Hourly Wage
2. Commission
3. Flat Rate
4. Team System
5. Benefits
6. Total Earnings
III. Working as an Automotive Technician
A. Employer–Employee Relationships
Hint: Invite a shop foreman or service manager to speak to the students about what
characteristics are most valued in employees.
IV. Communications
A. Nonverbal Communication
Hint: Have a student demonstrate various nonverbal communications and let the class
decide what is being communicated.
V. Solving Problems and Critical Thinking
A. Diagnosis
Hint: Provide several puzzles or riddles to allow the students to test their critical thinking
skills.
VI. Professionalism
A. Coping with Change
VII. Interpersonal Relationships
A. Customer Relations
Hint: Invite a receptionist or a similar professional to talk to the students about
telephone etiquette and customer relations.
WHAT ARE COMMON STUDENT MISCONCEPTIONS AND
STUMBLING BLOCKS?
Young people entering the workforce will not necessarily have the skills to communicate effectively
or with confidence. Practise putting students into the roles of customer and technician discussing
problems with their vehicles. This will give the instructor the opportunity to discuss communication
skills.
Have the students write an ad seeking a technician for employment. Use this as a tool to evaluate
what their idea is of a good employee. Refer to page 19 of Chapter 2 for reference.
Have the students research the flat-rate time for all jobs they perform in the shop, this will help them
to understand time management. Page 26 of Chapter 2 refers to flat rate.
© 2021 Nelson Education Ltd. 1‐6
, Automotive Technology: A Systems Approach, 4Ce
SHOP ACTIVITIES AND CASE STUDIES
Here are some activities you can review in-class as a group, or ask students to complete individually or in
pairs:
1. Research your local newspapers or online websites. Clip out or print four employment
opportunities in the automotive field.
2. Prepare a resumé including the following elements: contact information, career objectives, skills
and/or accomplishments, work experience, education, and a statement about provision of
references.
3. Choose one of the employment opportunities from Shop Activity 2–1 and write a cover letter for it.
4. Prepare a repair estimate for the replacement of a clutch and be sure to include the appropriate
taxes for your area of the country.
ANSWERS TO TEXTBOOK REVIEW QUESTIONS
1. Your employment plan should include your specific job goals and a plan to reach them. You
should list your interests, skills, and attitudes that match the job you are seeking. Include both
your short-term and long-term goals along with a prioritized list of potential employers.
2. Flat rate means that each technician is paid according to the amount of work produced. Each
job has a flat-rate time, and the technician is paid for that amount of time regardless of how
long it takes to complete the task. The flat-rate system rewards the most productive
technicians, while providing for more accurate repair estimates.
3. Your cover letter should include three paragraphs. The first should describe your interest in
working for this employer and the position you are seeking. The second paragraph is used to
sell yourself, and the third is used as a closing by thanking the employer and requesting an
interview.
4. A technician can promote good customer relations by: a. learning to listen and talk clearly, b.
being polite and organized on the telephone, c. being as honest as they possibly can, d.
presenting themselves in a professional manner, e. dressing and acting appropriately, f.
respecting vehicles and returning them undamaged, g. explaining repair processes to
customers in understandable terms, h. showing respect and being courteous, and i. making
repair estimates as precise as possible.
5. Technicians as employees have these responsibilities to their employer:
a. Regular attendance. A good employee is reliable. Businesses cannot operate successfully
unless workers are on the job.
b. Following directions. Employees are part of a team. Doing things your way may not be in
the best interest of the company.
c. Team membership. A good employee works well with others and strives to make the
business successful.
d. Responsibility. Employees have to be willing to answer for their behaviour and work habits.
e. Productivity. Employees are paid for their time, as well as their skills, knowledge, and
effort. An employee’s duty is to be as effective as possible while at work.
f. Loyalty. Loyalty is expected. This requires an employee to act in the best interests of the
employer, both on and off the job.
© 2021 Nelson Education Ltd. 1‐7
, Automotive Technology: A Systems Approach, 4Ce
6. b. A good technician will always gather as much information as they can about a problem
before using valuable shop time performing tests or replacing components that may or may
not relate to the problem.
7. a. A good resumé will be neat, uncluttered, and easy to read. It should not list all of the jobs
you have ever had, and it should be a maximum of two pages in length. All important
information should be listed near the beginning, so it is noticed immediately.
8. b. A past or present teacher would make a good reference on a resumé. Friends and family
should not be used as references.
9. b. The best way to quit a job is to write a letter of resignation and present it personally to the
employer.
10. d. The application should be filled out completely. Answer every question. Write “N/A” if a
question does not apply to you.
11. a. Show up at an interview looking neat and professional by wearing clothes that you would
wear on the job.
12. d. Leaning forward and nodding shows good nonverbal communication during an interview.
Leaning forward shows that you are actively engaged in the conversation, while nodding
shows understanding
13. b. A letter of thanks should be sent to the employer within three days after the interview.
14. d. You should not only look at people while they are speaking to you, but also listen carefully
without interruption before responding.
15. c. Supervising other people is a soft skill. Soft skills are personal skills that are part of your
personality and are used while relating to other people.
16. a. The enjoyment of solving puzzles or problems is an example of a technical skill rather than
a personal skill.
17. d. The technician should expect to be paid $120 for the repair because the flat-rate system pays
the technician for the job completed, not the actual time the technician required.
18. b. In person is the best method of submitting a resumé. This can provide a physical presence
along with the resumé and possibly a meeting with the employer.
19. c. Employment and Social Development Canada issues social insurance number (SIN) cards.
20. a. Straight time is the recommended pay plan for new and inexperienced technicians and/or
apprentices because it does not place undue stress on them to complete repairs at the same rate
as experienced technicians.
© 2021 Nelson Education Ltd. 1‐8
,
,
, Automotive Technology: A Systems Approach, 4Ce
2. Look through the help-wanted section of the local newspaper or at online job websites such as
www.workopolis.com, www.careerbuilder.ca, www.apprenticesearch.com, and
www.jobbank.gc.ca/home. Clip out or print all of the employment opportunities available to
someone trained in automotive technology. Do not limit your search to one or two job
classifications; look through many.
3. Based on the ads found in the previous activity, put together a summary of the jobs that are
currently available. Include in the summary the desired qualifications and the type of facilities in
need of qualified technicians.
ANSWERS TO TEXTBOOK REVIEW QUESTIONS
1. Electronics are widely used because they allow for rapid response to changes in operating
conditions; they are inexpensive, lightweight, and very reliable.
2. To become a successful automotive technician, you must be able to master and keep up with
the latest technologies, and you must possess the skills to work well with people.
3. There are a variety of types of businesses that employ automotive technicians.
a. Dealerships provide repair and maintenance on vehicles while they are under warranty and
beyond. They offer the technician good technical support, special diagnostic equipment, an
opportunity to specialize, and ongoing training. A disadvantage could be becoming limited to
one or two particular model lines.
b. Independent repair shops service all types of vehicles, sometimes specializing in certain
areas of repair, or in either import or domestic vehicles. This type of shop may present constant
service and diagnostic challenges to the technician, providing an opportunity to gain a well-
rounded technical background. Disadvantages may include having less sophisticated
diagnostic equipment to work with and less dealership sponsored training.
c. Store-associated shops provide certain specialized services such as brakes, exhaust
systems, and wheel and tire repair. An advantage to the technician is the ability to specialize
in one area and product. A disadvantage is not becoming as well rounded in other areas of
automotive service.
d. Specialty service shops provide repairs in specialized repair areas such as engine
rebuilding, transmission/transaxle overhauling, brake, exhaust, emissions, or electrical
systems. Technicians can become very skilled in the specialized area, but they can also limit
themselves.
e. Fleet service and maintenance shops provide service and maintenance for a fleet of
company-owned vehicles. Their technicians can become very familiar with a wide range of
vehicles over an extended period of time.
4. There are many ways that you can gain work experience while you are a student. They include:
a. job shadowing, b. mentoring, c. cooperative education, d. apprenticeship, e. part-time
employment.
5. d. During the on-the-job portion of an apprenticeship, the apprentice must complete a
prescribed set of complete vehicle repair tasks.
6. b. While a vehicle is still under warranty, repairs are usually performed in dealership service
departments.
7. c. Specialty shops perform work on one or more specific automotive systems.
8. d. The service adviser prepares cost estimates.
9. a. The vehicle’s electronics have produced the greatest changes in today’s automobiles.
Electronics have affected the operation of almost every automotive system including
improvements to engine performance, emission control, braking systems, and passenger
comfort to name a few.
1‐3
, Automotive Technology: A Systems Approach, 4Ce
10. a. A successful technician must possess a good understanding of electronics.
11. d. Tire rotation would be performed under scheduled preventative maintenance. Water pump
replacement and transmission overhaul would only be performed when a failure or signs of
impending water pump or transmission failure occurs. Engine oil replacement is a regular
maintenance item that does not necessarily have to be only performed during a preventative
maintenance service.
12. b. The automobile manufacturer determines the new car warranty conditions for the
automobile’s engine and drive train systems.
13. d. The government mandates the length of time and amount of kilometres that emission control
devices are to be covered under warranty.
14. d. To become a certified automotive technician in most Canadian provinces you must complete
an automotive service technician apprenticeship.
15. b. Although each province may set a minimum grade to obtain a provincial certificate, a 70
percent grade must be achieved to obtain a Red Seal endorsement.
16. c. A prorated warranty decreases over time.
17. a. A prorated warranty is commonly provided on tires and batteries.
18. c. Wholesalers are commonly known in the automotive industry as jobbers. Jobbers sell
aftermarket parts and supplies to automotive service shops and the general public.
19. a. The advantage of a Red Seal endorsement is that it allows an automotive service technician
to work in most Canadian provinces without further testing because it is recognized as a high
standard of achievement.
20. d. ASE testing in Canada is voluntary testing in various automotive technology areas.
© 2021 Nelson Education Ltd. 1‐4
, Automotive Technology: A Systems Approach, 4Ce
CHAPTER 2
Workplace Skills
CHAPTER OVERVIEW
This chapter describes the workplace skills needed to successfully obtain a job and how to keep it.
Among the topics discussed are the preparation of a resumé and cover letter, and how to prepare
for a job interview. The basis for good workplace skills is respect. You must not only have respect
for yourself, but also for your employer, your fellow employees, and your customers.
LEARNING OUTCOMES
• Develop a personal employment plan.
• Seek and apply for employment.
• Prepare a resumé and cover letter.
• Prepare for an employment interview.
• Accept employment.
• Understand how automotive technicians are compensated.
• Understand the proper relationship between an employer and an employee.
• Explain the key elements of on-the-job communications.
• Be able to use critical thinking and problem-solving skills.
• Explain how you should look and act to be regarded as a professional.
• Explain how fellow workers and customers should be treated.
INSTRUCTIONAL OUTLINE WITH TEACHING HINTS
I. Seeking and Applying for Employment
A. Employment Plan
B. Identifying Your Skills
C. Identifying Job Possibilities
D. Driving Record
E. Preparing Your Resumé
F. Digital Portfolios
G. References
H. Preparing Your Cover Letter
I. Contacting Potential Employers
J. Employment Application
K. The Interview
© 2021 Nelson Education Ltd. 1‐5
, Automotive Technology: A Systems Approach, 4Ce
L. After the Interview
Hint: Show examples of good and poorly completed resumés, cover letters, and applications.
Have the students apply for a mock job opening. Block out the names and have the class look
at the applications, cover letters, and resumés and vote on which applicant would most likely
get hired.
II. Accepting Employment
A. Compensation
1. Hourly Wage
2. Commission
3. Flat Rate
4. Team System
5. Benefits
6. Total Earnings
III. Working as an Automotive Technician
A. Employer–Employee Relationships
Hint: Invite a shop foreman or service manager to speak to the students about what
characteristics are most valued in employees.
IV. Communications
A. Nonverbal Communication
Hint: Have a student demonstrate various nonverbal communications and let the class
decide what is being communicated.
V. Solving Problems and Critical Thinking
A. Diagnosis
Hint: Provide several puzzles or riddles to allow the students to test their critical thinking
skills.
VI. Professionalism
A. Coping with Change
VII. Interpersonal Relationships
A. Customer Relations
Hint: Invite a receptionist or a similar professional to talk to the students about
telephone etiquette and customer relations.
WHAT ARE COMMON STUDENT MISCONCEPTIONS AND
STUMBLING BLOCKS?
Young people entering the workforce will not necessarily have the skills to communicate effectively
or with confidence. Practise putting students into the roles of customer and technician discussing
problems with their vehicles. This will give the instructor the opportunity to discuss communication
skills.
Have the students write an ad seeking a technician for employment. Use this as a tool to evaluate
what their idea is of a good employee. Refer to page 19 of Chapter 2 for reference.
Have the students research the flat-rate time for all jobs they perform in the shop, this will help them
to understand time management. Page 26 of Chapter 2 refers to flat rate.
© 2021 Nelson Education Ltd. 1‐6
, Automotive Technology: A Systems Approach, 4Ce
SHOP ACTIVITIES AND CASE STUDIES
Here are some activities you can review in-class as a group, or ask students to complete individually or in
pairs:
1. Research your local newspapers or online websites. Clip out or print four employment
opportunities in the automotive field.
2. Prepare a resumé including the following elements: contact information, career objectives, skills
and/or accomplishments, work experience, education, and a statement about provision of
references.
3. Choose one of the employment opportunities from Shop Activity 2–1 and write a cover letter for it.
4. Prepare a repair estimate for the replacement of a clutch and be sure to include the appropriate
taxes for your area of the country.
ANSWERS TO TEXTBOOK REVIEW QUESTIONS
1. Your employment plan should include your specific job goals and a plan to reach them. You
should list your interests, skills, and attitudes that match the job you are seeking. Include both
your short-term and long-term goals along with a prioritized list of potential employers.
2. Flat rate means that each technician is paid according to the amount of work produced. Each
job has a flat-rate time, and the technician is paid for that amount of time regardless of how
long it takes to complete the task. The flat-rate system rewards the most productive
technicians, while providing for more accurate repair estimates.
3. Your cover letter should include three paragraphs. The first should describe your interest in
working for this employer and the position you are seeking. The second paragraph is used to
sell yourself, and the third is used as a closing by thanking the employer and requesting an
interview.
4. A technician can promote good customer relations by: a. learning to listen and talk clearly, b.
being polite and organized on the telephone, c. being as honest as they possibly can, d.
presenting themselves in a professional manner, e. dressing and acting appropriately, f.
respecting vehicles and returning them undamaged, g. explaining repair processes to
customers in understandable terms, h. showing respect and being courteous, and i. making
repair estimates as precise as possible.
5. Technicians as employees have these responsibilities to their employer:
a. Regular attendance. A good employee is reliable. Businesses cannot operate successfully
unless workers are on the job.
b. Following directions. Employees are part of a team. Doing things your way may not be in
the best interest of the company.
c. Team membership. A good employee works well with others and strives to make the
business successful.
d. Responsibility. Employees have to be willing to answer for their behaviour and work habits.
e. Productivity. Employees are paid for their time, as well as their skills, knowledge, and
effort. An employee’s duty is to be as effective as possible while at work.
f. Loyalty. Loyalty is expected. This requires an employee to act in the best interests of the
employer, both on and off the job.
© 2021 Nelson Education Ltd. 1‐7
, Automotive Technology: A Systems Approach, 4Ce
6. b. A good technician will always gather as much information as they can about a problem
before using valuable shop time performing tests or replacing components that may or may
not relate to the problem.
7. a. A good resumé will be neat, uncluttered, and easy to read. It should not list all of the jobs
you have ever had, and it should be a maximum of two pages in length. All important
information should be listed near the beginning, so it is noticed immediately.
8. b. A past or present teacher would make a good reference on a resumé. Friends and family
should not be used as references.
9. b. The best way to quit a job is to write a letter of resignation and present it personally to the
employer.
10. d. The application should be filled out completely. Answer every question. Write “N/A” if a
question does not apply to you.
11. a. Show up at an interview looking neat and professional by wearing clothes that you would
wear on the job.
12. d. Leaning forward and nodding shows good nonverbal communication during an interview.
Leaning forward shows that you are actively engaged in the conversation, while nodding
shows understanding
13. b. A letter of thanks should be sent to the employer within three days after the interview.
14. d. You should not only look at people while they are speaking to you, but also listen carefully
without interruption before responding.
15. c. Supervising other people is a soft skill. Soft skills are personal skills that are part of your
personality and are used while relating to other people.
16. a. The enjoyment of solving puzzles or problems is an example of a technical skill rather than
a personal skill.
17. d. The technician should expect to be paid $120 for the repair because the flat-rate system pays
the technician for the job completed, not the actual time the technician required.
18. b. In person is the best method of submitting a resumé. This can provide a physical presence
along with the resumé and possibly a meeting with the employer.
19. c. Employment and Social Development Canada issues social insurance number (SIN) cards.
20. a. Straight time is the recommended pay plan for new and inexperienced technicians and/or
apprentices because it does not place undue stress on them to complete repairs at the same rate
as experienced technicians.
© 2021 Nelson Education Ltd. 1‐8
