FLEETDRIVE
• Faster turnarounds— Strong teamwork and clear role expectations help workshops move jobs through the system more efficiently.
• Improved customer satisfaction— Technicians and advisors who engage well with drivers help reduce complaints and increase confidence in the service.
• More resilient teams— Staff who communicate openly and manage pressure well are more capable of handling unexpected workload spikes.
Building soft skills into technical training
Many training programs focus heavily on tools, equipment and diagnostic procedures. However, adding soft skills to technical development can make a measurable difference. Effective approaches include:
• Short, practical exercises such as customerconversation role plays or team-based diagnostic tasks.
• Structured handover checklists to guide communication during shift changes.
• Mentoring and shadowing so junior technicians observe strong communication and teamwork in real settings.
• Regular debriefs after complex jobs to review what went well and what could improve.
• Simple performance indicators such as rework percentages, repair times and customer feedback.
These methods keep soft-skills training connected to daily tasks, making it easier for staff to apply new behaviours immediately.
The role of leaders in shaping soft skills
Workshop managers and fleet supervisors set the tone. When leaders model clear communication, give constructive feedback and encourage collaboration, teams follow their example. Leaders can further support development by:
• Asking staff what information they need at the start of each shift.
• Encouraging technicians to speak up when they see a risk.
• Creating a culture where questions and shared learning are welcomed.
• Recognising staff who demonstrate strong teamwork or customer care.
A stronger future for technical teams
Soft skills amplify technical expertise. With vehicles becoming more advanced and operations more connected, fleets that invest in communication, teamwork and problem-solving will see clear returns, from safer workshops to better service outcomes. For technical staff, soft skills are central to building a capable, confident and future-ready workforce.
ISSUE 56 DECEMBER 2025 / WWW. AFMA. ORG. AU 11