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


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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

  • 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: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections       Chris-Cotton-Call-To-Action-Graphic-Webs       Todays-Class-Call-To-Action-Graphic-Webs Brakes-for-Breasts-Call-To-Action-Graphi           ARN-1200x800-1.png Screenshot_340.png

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  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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      Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/             Click to go to the Podcast on Remarkable Results Radio
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