Human Connections: Mastering Soft Skills in the Modern Workplace [THA 398]

In this episode, Carm Capriotto brings insights into the critical role of soft skills in the automotive industry. The discussion centers around the importance of communication, empathy, and active listening in fostering better customer relationships and enhancing team dynamics. Perfect for business owners, service advisors, and automotive professionals looking to elevate their operations. Prioritize the development of soft skills within your team, and watch as your business thrives in a more supportive and cohesive environment.

Darrin Barney, President, Elite Worldwide, Barney Brother’s Off-Road and Repair, Grand Junction, CO. Darrin’s previous episodes HERE

Rachel Spencer, Spencer’s Auto Repair, Krum Texas. Listen to her other episodes HERE

Bill Snow, VP of Franchise Development and Operations, Rad Air. Listen to Bill’s previous episodes HERE

Show Notes

• Watch Full Video Episode
• Upcoming Events (00:02:35) Darrin shares details about the “Fly with the Eagles” training course and the “Ignite” event in Dallas. https://eliteworldwide.com/events/
• Discussion on Soft Skills Gap (00:04:13) A gap in soft skills among students and the need for professional interaction training.
• Rachel on Communication (00:05:24) Rachel discusses various forms of communication and the importance of closing the expectation gap.
• Three-Second Rule (00:06:41) Darrin explains the “three-second rule” to improve listening and processing during conversations.
• Toastmasters and Public Speaking (00:09:23)
  Carm shares insights about Toastmasters and its benefits for improving communication skills. https://rrtm.toastmastersclubs.org/directions.html
• Empathy as a Soft Skill (00:10:07) Rachel defines empathy and its importance in effective communication and team dynamics.
• Sympathy vs. Empathy (00:11:25) Darrin contrasts sympathy and empathy, highlighting the need for understanding in service roles.
• Teaching Empathy (00:12:25) Rachel discusses modeling empathy for employees and children, emphasizing active listening.
• Fix My Ride Program (00:13:11) Rachel shares a program that fosters empathy by helping those unable to fix their cars.
• Empathy in Leadership (00:15:05) Bill discusses the importance of empathy in decision-making and its effects on team dynamics.
• Eye Contact as a Soft Skill (00:15:50) Darrin underscores the significance of maintaining eye contact in communication, especially in the digital age.
• The Uncomfortable Nature of Eye Contact (00:18:46) Discussion on the discomfort associated with maintaining eye contact in conversations.
• Generational Communication Differences (00:19:11) Exploration of how younger generations prefer texting over direct communication.
• Getting Comfortable with Discomfort (00:19:45) Encouragement to embrace discomfort for personal growth and better communication.
• Managing Phone Distractions (00:22:50) Discussion on the necessity of managing phone usage and distractions in educational settings.
• Understanding Personality Traits (00:25:05) Exploration of using DISC assessments to understand team members’ communication styles.
• Communication Styles and Team Dynamics (00:29:40) Discussion on addressing communication deficiencies within teams through assessments.
• Empathy in Team Dynamics (00:30:44) Discussion on feeling disconnected within a team and the importance of being human and empathetic.
• Learning Conflict Resolution (00:33:35) Exploring how empathy and listening skills aid in resolving conflicts with customers.
• Implementing Soft Skills in Huddles (00:34:42) The suggestion to integrate soft skills discussions into regular team meetings for continuous learning.
• Coin System for Team Morale (00:36:10) Introducing a coin system to encourage team recognition and boost morale through peer acknowledgment.
• Setting an Example as Leaders (00:37:01) The importance of managers modeling empathy and positive behavior for their teams.
• Teaching Problem-Solving Skills (00:38:06) Emphasizing the need for employees to think critically and develop problem-solving skills.
• The Value of ‘Think Time’ (00:40:01) Discussing the significance of setting aside time for reflection and planning to enhance business growth.
• Empowering Employees (00:43:39) Encouraging leaders to empower their teams to make decisions and learn from mistakes.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

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