The Trade Technician’s Soft Skills Manual

  • AUTHOR: Steve Coscia
  • ISBN-13: 9781111313814 
  • Grade(s): 9 | 10 | 11 | 12
  • 128 Pages  Paperback 
  • 1st Edition
  • ©2012     Published
  • Prices are valid only in the respective region

Overview

About The Product

Learning to express yourself in a positive and professional way can be an art-form. THE TRADE TECHNICIAN'S SOFT SKILLS MANUAL, teaches these important soft skills with line drawings, photographs, and anecdotes from real case studies. This approach makes the subject area approachable while engaging your students. The anecdotes are followed by explanations of proven service behaviors, along with proven standards, practice tips, forms, documents and checklists complete the text to teach technicians the fine art of customer service. Based on more than 30 years of studies and field research, this text teaches the skills needed for a trade technician to advance in their careers and differentiate themselves from others in their field. THE TRADE TECHNICIAN'S SOFT SKILLS MANUAL is written by Steve Cosica, a motivational speaker who managed a technical support team for more than 20 years and has used these techniques and practices to advance his own career as an industry expert.

Features

  • Clear and concise presentation of anecdotes (based on actual case studies) are followed by practical explanations of world-class service behaviors.
  • Fun and engaging artwork to better simulate the reader's imagination and motivation.
  • References to broad business case studies which validate the application.
  • Proven standards, practice tips, forms, documents, checklists, diagrams and tables provide valuable learning and practice resources.

About the Contributor

AUTHOR
  • Steve Coscia

    Steve Coscia helps companies make more money through increased customer retention, up selling and reduced on-the-job-stress. Steve is the most widely published and quoted authorities in the customer service industry. He wrote the HVAC Customer Service Handbook along with a customer service college curriculum for trade school students, which is taught throughout the United States and Canada. Each year thousands of professionals benefit from Steve's seminars, speeches, e-learning, videos books and online newsletter. Steve conducted the customer service industry's first study of stress and the causes of stress along with the most common manifestations of post-stress behavior. This keen mastery of the physiological behavior differentiates him and it benefits his clients. Steve is that past president of the National Speakers Association's Mid-Atlantic Chapter. He resides in the Philadelphia area with his wife Veronica and their son, Michael. He ran the Marine Corps Marathon in 1991 and he ran the Philadelphia half-marathon five times. When is not writing or speaking, Steve enjoys motorcycles, bicycles and kayaking – he loves the outdoors. Go to www.coscia.com to learn about Steve's innovative customer service strategies.

Table of Contents

Preface.
Introduction.
Halos and Hygiene.
The Customer is Always Right.
Customers and Congruency.
Editorializing and Empathy.
Words and Weapons.
Clutter and Clarity.
Fearlessness and Finesse (listen skills chapter).
Appendix (forms, charts, etc).

Components

Teacher Components

  • Refrigeration and Air Conditioning Technology  (ISBN-10: 1428319360 | ISBN-13: 9781428319363)
    Refrigeration and Air Conditioning Technology, 6th Edition, a time-honored best seller, has been updated and revised to provide superior hands-on information needed to successfully maintain and troubleshoot today's complex heating, air conditioning, and refrigeration systems. The new sixth edition contains units updated to include advances or changes in technology, procedures, and or equipment. Over 250 new images have been added to emphasize the practical application approach to the book. It fosters a solid foundation and understanding of environmental problems and their solutions, and displays a depth and detail of theory, diagnostics, and repair procedures that make this a fitting book for basic HVAC-R education as well as upgrading and certification training for technicians in the field.
    Price = 135.75
  • Residential Construction Academy HVAC  (ISBN-10: 143905634X | ISBN-13: 9781439056349)
    RESIDENTIAL CONSTRUCTION ACADEMY: HVAC 2nd edition delivers training materials with a hands-on practical approach. Based on NAHB/HBI Skill Standards developed by an advisory board of leading builders and educators, this full color, comprehensive text is intended for aspiring technicians and covers the installation, startup and service of residential air conditioning and heating systems. This new edition continues to present material as a theory then explains with how-to instructions while at the same time adhering to the NAHB/Home Builders Institute's Skills Standards for HVAC. Instructions contain step by step procedures with illustrations side by side with the description, giving clarity to the instructions. The first section explores matter, energy, heat and the basics of refrigeration with a view towards building a working knowledge of the behavior of heat and how it is transferred. Next, the start up and service section illustrates the steps that must be followed to make certain that airflow through the system is correct and the amount of refrigerant in the system is within the acceptable range. Finally the installation and service of oil, gas, electric and geothermal heating systems is covered as well as boilers, hydronic heating and radiant heating.
    Price = 112.00

Student Supplements

  • Refrigeration and Air Conditioning Technology  (ISBN-10: 1428319360 | ISBN-13: 9781428319363)
    Refrigeration and Air Conditioning Technology, 6th Edition, a time-honored best seller, has been updated and revised to provide superior hands-on information needed to successfully maintain and troubleshoot today's complex heating, air conditioning, and refrigeration systems. The new sixth edition contains units updated to include advances or changes in technology, procedures, and or equipment. Over 250 new images have been added to emphasize the practical application approach to the book. It fosters a solid foundation and understanding of environmental problems and their solutions, and displays a depth and detail of theory, diagnostics, and repair procedures that make this a fitting book for basic HVAC-R education as well as upgrading and certification training for technicians in the field.
    Price = 135.75
  • Residential Construction Academy HVAC  (ISBN-10: 143905634X | ISBN-13: 9781439056349)
    RESIDENTIAL CONSTRUCTION ACADEMY HVAC 2nd is a full color, comprehensive text for aspiring technicians, covering installation, startup and service of residential air conditioning and heating systems. The presentation of the material is detailed with step by step procedures that clearly illustrate key skills needed to properly install a system. Full color illustrations of procedures have side by side descriptions to clarify the instructions. Topics covered include the installation and service of oil, gas, electric and geothermal heating systems as well as boilers, hydronic heating and radiant heating.
    Price = 112.00