Bob and Tim were in the company conference room where Bob is set to give Tim some extra training. Bob said: “Tim, you asked for an explanation of what superheat is. This is not a very simple topic. It will take a couple of meetings to go into detail about: 1) What it is; 2) Why it is important; 3) How it is used; and 4) How it is monitored. It’s important for any air conditioning or refrigeration technician to have a good practical understanding of this topic because we have to use it every day.”
Bob and Tim were on their way to a no-cooling call at a residence. They were pretty sure it was a low refrigerant call. Bob said: “I hope that we can put the last lesson into practical practice. We have gone to a great deal of trouble to understand superheat. We said that the air conditioning technician must learn how to measure superheat for two big reasons: 1) To be able to prove coil performance; and 2) To be sure to protect the compressor.”
A discussion on the subject of communication skills for technical professionals is usually characterized by this direct statement: “You cannot not communicate.” Have you ever heard somebody say this about a technician? “He really knows his stuff when it comes to the technical side of things, but his people skills really suck.” If you’ve heard that about a particular technician, it’s quite possible that what’s going on there is that what he is trying to do is avoid the customer service side of his job.
Part One of the series discussed communication in general and introduced neuro linguistic programming, which is defined as a science that explains how a person’s brain uses certain language to process information. Part Two discusses how you find out where you fit into the neuro linguistic programming profile. It’s estimated that 65 percent of people are dominantly visual, and surveys show that about 15 percent of the population is auditory, which leaves about 20 percent of the population as dominantly kinesthetic.
Publication date: 10/21/2013