TAXICAB DRIVER (NOC # 7413)

Transcription

1 TAXICAB DRIVER (NOC # 7413) Job Definition 1 : Taxicab drivers are related to the group NOC 7413 Taxi and Limousine Drivers and Chauffeurs. Taxicab drivers are employed by taxi and other transportation service companies or may be self-employed. Taxicab drivers are a vehicle and driver for hire; they drive passengers and/or goods to destination. Additional Occupational Information 2 : In addition to driving automobiles in order to transport passengers, Taxicab drivers provide many important services to individuals and the community, from reporting fires, accidents and crime to assisting individuals in need. They are goodwill ambassadors and often the first contact for visitors to the area. There is a trend towards greater computerization which requires Taxicab drivers to have increased computer skills. There is also an increased focus on oral communication skills as these allow taxicab drivers to provide superior service and react to dangerous situations. Overview: This Occupational Language Analysis (OLA) presents Canadian Language Benchmarks (CLB) competencies and typical speaking, listening, reading and writing tasks performed at a competent level by taxicab drivers. The tasks are illustrative only, and do not provide a complete sample of what a taxicab driver does on the job. Other essential skills such as numeracy and computer skills are beyond the scope of the OLA. The OLA was validated by a panel of people employed in the occupation and by CLB experts. It was developed by CLB experts using three key resources: the Canadian Language Benchmarks 2000, Centre for Canadian Language Benchmarks and Citizenship and Immigration Canada the National Occupational Standards for Taxicab Driver, Canadian Tourism Human Resource Council the Essential Skills Profile for Taxicab Driver, Human Resources and Skills Development Canada For a more complete picture of the competencies that are needed to perform this occupation, refer to these source documents. Centre for Canadian Language Benchmarks August OLA: Bartender 1 Essential Skills Profile for Taxi and Limousine Drivers and Chauffeurs (NOC 7413), Human Resources and Skills Development Canada 2 National Occupational Standards for the Canadian Tourism Industry: Taxicab Driver, Canadian Tourism Human Resource Council

2 How to Read this Occupational Language Analysis: The titles, numbers and sequence of categories are based on the Canadian Language Benchmarks 2000, which address four major skill areas Speaking, Listening, Reading and Writing. CLB competencies (language descriptors) are entered at the left margin and followed by a number indicating the benchmark level (1 12) for each competency. Sample occupational tasks (descriptors of work/job tasks)drawn from the Essential Skills Profile or the National Occupational Standards are indented and italicized underneath each competency and referenced to their source, as follows: Task Source Reference Example Essential Skills Profile National Occupational Standard ES + the first letters of the profile section NOS + the section/subsection (ES-DU) = Essential Skills Profile, Document Use section (NOS-B2.5) = National Occupational Standard, Major Category B, Skill 2; Subskill 5) Comparative Ratings: The following chart compares typical and most complex essential skills ratings for taxicab drivers, based on the Essential Skills Profile, to the corresponding range of CLB ratings, as suggested in the Canadian Language Benchmarks and Essential Skills Comparative Framework 1. These are general ranges and there may be some language tasks that fall outside of this range. Skill Area Typical Most Complex Essential Skills CLB Essential Skills CLB Speaking Listening Reading Writing Common Conditions of Communication: Condition Purpose Audience Context Topic Mode Description - taking/giving direction or information, providing customer service - most often liaising one-on-one (single passengers and/or dispatchers); less often multiple passengers and other taxicab drivers; authorities in emergency situations - work independently; noise levels or stressful traffic conditions may impact ability to communicate; must respond to a wide variety of communication interactions with passengers who may: not speak English well, have a hearing impairment, be intoxicated, etc. - concrete, familiar often repetitive - oral communication, often maintaining eye-contact through use of the rear view mirror; using the two-way radio or cellular phone Centre 1 Canadian for Canadian Language Benchmarks Language Benchmarks and Essential Skills August Comparative 2005 Framework, 2 Centre for Canadian Language Benchmarks OLA: Taxicab 2005 Driver

3 I. Social Interaction Skill: Speaking Interpersonal Competencies Greet, introduce self and ask about the other person. (CLB 3) greet passenger, e.g. say Good Morning ; use passenger s name, if known (NOS-A1.2) Open, close and respond to short casual small talk. (CLB 4) upon arrival at dispatched location: verify passenger s name; apologize if late (NOS-B1.1) Take leave appropriately. (CLB 4) thank passenger and invite future business e.g. hand out company business card (NOS-B1.1) accept all tips/gratuities graciously, e.g. thank passenger regardless of amount given (NOS-G1.4) Extend, accept or decline an invitation or offer. (CLB 5) help passengers with special needs; ask passenger if assistance is required (NOS-B1.3) provide assistance as requested. For visually-impaired passengers: introduce yourself, offer arm when walking to/from vehicle, give verbal description of obstacles, e.g. curb, door (NOS-B1.3) provide assistance as requested. For mobility-impaired passengers, provide physical assistance as required e.g. offer to push wheelchair (NOS-B1.3) Open, maintain and close a short routine formal conversation. (CLB 6) greet and converse with customers to clarify route preferences (ES-OC) Make or cancel an appointment or arrangement. (CLB 6) if unable to accommodate: inform passenger of situation; contact dispatch for vehicle which can accommodate passenger (NOS-B1.1) offer to be of future assistance, e.g. book return trip (NOS-A1.2) Express and respond to gratitude, appreciation, complaint, disappointment, dissatisfaction, satisfaction and hope. (CLB 7) ask passenger to discontinue undesirable behaviour (NOS-D1.6) Respond to a minor conflict or complaint. (CLB 8) respond to complaint; admit responsibility for own mistakes, e.g. do not make excuses; provide explanation, e.g. road conditions (NOS-B2.1) handle difficult passengers: remain calm; communicate effectively; use humour to lighten situation, if applicable (NOS-B2.2) [handle] disputes over fares or routes taken (ES-TS) Comfort and reassure a person in distress. (CLB 8) converse with customers to manage crises (ES-OC) Respond to perceived hostility, blaming, putdowns, sarcasm, sabotage, condescension/patronizing or lies in social interaction. (CLB 10) converse with customers to control or diffuse hostile situations (ES-OC) may have to deal with difficult clients. Such situations are unpredictable and dangerous and could escalate if handled incorrectly (ES-TS) handle difficult passengers; if compromise or agreement cannot be reached, ask passenger to leave vehicle (NOS-B2.2) follow refusal-of-service procedures: politely inform passenger that service is refused. If passenger has entered the vehicle, ask passenger to leave. Follow up, e.g. notify dispatch of refusal of service and reason. (NOS-B2.3) Conversation Management Confirm own comprehension. (CLB 7) may find that an address provided by dispatch does not exist; call dispatch to locate the customer (ES-TS) ask passenger of destination: if unsure of location, confirm address and route (NOS-B1.1) clarify destinations for children or physically challenged passengers (ES-OC) clarify delivery requests (ES-OC) Centre for Canadian Language Benchmarks August OLA: Taxicab Driver

4 Use a number of strategies to keep the conversation going: hold the floor; resume after interruption; change topic. (CLB 7) continue conversation if customer wants to talk, e.g. if response is positive (NOS-C1.3) Manage conversation. Check comprehension. (CLB 8) communicate effectively when speaking: speak clearly at a reasonable rate; use appropriate language avoid profanity, slang, abusive and sexist language; be diplomatic, e.g. be sensitive to passenger s needs; avoid controversial issues and personal questions; match tone of passenger (NOS- C1.3) confirm understanding, for example: ask questions to clarify meaning; repeat or paraphrase what was said (NOS-C1.3) listen to details of complaint; confirm details of complaint (NOS-B2.1) Phone Competencies Carry on a brief phone conversation in a professional manner. (CLB 8) follow two-way radio guidelines. Identify self, e.g. announce vehicle or driver number; location; status (NOS-C1.4) follow two-way radio guidelines. Relay message: be concise and clear; do not shout; use appropriate language, e.g. consider that two-way radio conversations are heard by others (NOS-C1.4) telephone dispatch if return time is to be later than previously communicated (NOS-B1.4) II. Instructions No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. III. Suasion (Getting Things Done) Request, accept or reject goods or services, assistance or offer in a service or sales situation. (CLB 4) ask if specific route is preferred (NOS-A1.2) at destination: advise passenger of cost and politely request payment (NOS-B1.1) ask passenger to countersign traveller s cheques in your presence [and] obtain required identification (NOS-G1.1) ask if receipt is required (NOS-A1.2) Give and get permission. (CLB 5) contact dispatch to determine: if foreign currency is accepted by company [and] exchange rate (NOS-G1.1) handle company account payment: verify company account is valid, e.g. contact dispatch (NOS-G1.3) Give simple informal advice. (CLB 5) talk to other drivers to pass along information about road conditions (ES-OC) Call for emergency assistance. (CLB 5) identify emergency situation and call authorities, e.g. 911, police, dispatch (NOS-D1.3) keep two-way radio on and stay in contact with dispatch at all times, e.g. use emergency codes in communication (NOS-D1.4) Make a simple formal suggestion; provide reason. (CLB 6) if passenger requests them to wait, and if bylaws and company policy allow, collect deposit and politely inform passenger of length of time deposit will cover, e.g. how long before vehicle will leave. If bylaws or company policy prevent collecting deposit, ask passenger approximately how much time they are to wait (NOS-B1.1) Make a verbal request for an item. (CLB 6) if picking up items and delivering to customer: obtain proof of delivery, e.g. receipt, legible signature (NOS-B1.6) Give and respond to a warning; discourage others. (CLB 7) be attentive, e.g. warn passenger of icy sidewalks (NOS-A1.2) Indicate problems and solutions in a familiar area. (CLB 8) talk to police officers when they are involved in a collision, to report crimes or to assist in community services (ES-OC) if unable to transport passenger [due to medical emergency]: relay information to authorities, for example: request assistance from police or medical authority; indicate severity of situation; indicate steps taken to deal with medical emergency; indicate present location (NOS-D1.3) Centre for Canadian Language Benchmarks August OLA: Taxicab Driver

5 stay in contact with authorities [in the event of a medical emergency], e.g. to receive instructions, to inform of change in passenger s condition (NOS-D1.3) Respond to threats (overt and covert). (CLB 10) respond to dangerous situations: ask passenger who sits directly behind them to move to other side, e.g. explain you cannot see through rear view mirror or that it is company policy, that they like to see passenger when they speak to him/her; if passenger refuses to move, reconsider taking fare ; if they get a bad feeling about a passenger, use caution in dealing with him/her; refuse service when warranted; contact dispatch to explain reasons (NOS-D1.6) in robbery situation: comply with demands; explain their actions and negotiate settlement, e.g. tell robber they are giving the money so he/she can leave. Flee vehicle as last resort (NOS-D1.6) IV. Information Presentations Relate a sequence of events in the present, past or future. (CLB 5) follow out-of- town procedures. Notify dispatch of: pick up location, destination, time of departure, estimated time of return and name of passenger, if possible (NOS-B1.4) Tell a detailed story/report an incident (CLB 5) notify dispatch promptly regarding items found in vehicle (NOS-B1.5) advise dispatch or customer of pick-up or delivery problems, e.g. fare discrepancies (NOS-B1.6) Describe a scene or picture. (CLB 5) talk to other drivers to pass along information about road conditions (ES-OC) Relate a detailed sequence of events from the past; tell a detailed story, including reasons and consequences. (CLB 6) follow up [a robbery]. Provide information to authorities: physical description of suspect, location of incident, time of incident, nature of incident (NOS-D1.6) Describe and compare people, places etc. (CLB 6) provide passenger with accurate [tourism] information, e.g. hours of operation, location cost; provide more than one option, when possible (NOS-E2.2) talk to other drivers to pass along information about road conditions (ES-OC) Interaction One-on-One Ask for and provide information related to routine daily activities (e.g., personal, family, others, work). (CLB 5) talk to gas station attendants, convenience store personnel and car repair personnel (ES-OC) when transporting unescorted children: get phone number, address and name of person responsible for children at pick-up and drop-off locations (NOS-D1.2) when transporting unescorted children: tell children not to open doors until destination has been reached [and] to remain seated and wear seat belts while vehicle is in motion (NOS-D1.2) if picking up items and delivering to customer: ask about return policy if paying for item (NOS-B1.6) Ask for and provide information in an interview related to daily activities. (CLB 6) find out how to reach a particular location by asking dispatch (ES-FI) talk to cab company dispatchers about pickup locations and delivery requests (ES-OC) Ask for and provide detailed information related to personal needs, varied daily activities and routine work requirements. (CLB 7) converse with visitors about local attractions, night life and personal safety concerns (ES-OC) if [customer] complaint is beyond control of company, refer passenger to proper authority, e.g. if complaint is about fare structure, refer passenger to regulating authority (NOS-B2.1) Discuss options. (CLB 8) make personal recommendations, if asked: offer more than one option; refer to hotel concierge or tourism information center, if necessary (NOS-C1.3) Centre for Canadian Language Benchmarks August OLA: Taxicab Driver

6 Interaction in a Group Participate in a small group discussion/meeting; express opinions and feelings; qualify opinion; express reservations, approval and disapproval. (CLB 7) participate occasionally in formal group discussions with co-workers and supervisors to discuss methods for improving services (ES-WO) I. Social Interaction Skill: Listening Identify mood/attitude of participants. (CLB 6) listen to details of complaint; respond to complaint; show empathy (NOS-B2.1) Identify stated and unspecified details, facts and opinions about situation and relationship of participants containing expression of and response to gratitude and appreciation, complaint, hope, disappointment, satisfaction, dissatisfaction, approval and disapproval. (CLB 7) handle difficult passengers: remain calm.assess severity of situation; do not over react (NOS-B2.2) handle complaints [by] be[ing] professional; remain calm and be polite (NOS-B2.1) II. Instructions Follow sets of sequentially presented four- to five-clause everyday instructions and directions relating to movement and position in space, manner, frequency and duration. (CLB 4) follow procedure to obtain authorization for [credit card] amount, if over company limit (NOS-G1.2) Understand a range of spoken everyday instructions on step by step procedures. (CLB 5) proceed to destination as directed by passenger (NOS-B1.1) Understand sets of instructions related to simple technical and non-technical tasks. (CLB 7) follow pick-up and delivery procedures; if taking items from customer to another location, e.g. bus depot, or if picking up items and delivering to customer (NOS-B1.6) familiarize self with two-way radio and dispatch system; comply with instructions given by dispatch, e.g. required frequency (NOS-C1.4) III. Suasion (Getting Things Done) Identify expressions used to ask and grant permission; advise of danger; ask for, offer, and accept assistance. (CLB 3) provide receipt, if requested (NOS-G1.1) Demonstrate comprehension of details and speaker s purpose in suggestions, advice, encouragements and requests. (CLB 6) accommodate passenger s requests whenever possible and reasonable, for example: allow choice and volume of music; allow input regarding temperature in vehicle (NOS-B1.1) if unable to accommodate: inform passenger of situation; contact dispatch for vehicle which can accommodate passenger (NOS-B1.1) provide assistance as requested. For mobility-impaired passengers, provide physical assistance as required e.g. offer arm, offer to push wheelchair (NOS-B1.3) Identify stated and unspecified meanings in extended warnings, threats, suggestions and recommendations. (CLB 8) identify situations in which service may be refused according to local bylaws or company policies, for example: refusal to disclose final destination, abusive or threatening behaviour (NOS- B2.3) identify potentially dangerous situations [with] passengers who give vague instructions, for example: not sure of exact destination, e.g. asks driver to go in a general direction until he/she spots destination; changes destination on route (NOS- D1.5) Centre for Canadian Language Benchmarks August OLA: Taxicab Driver

7 IV. Information Demonstrate comprehension of the gist, factual details and some inferred meanings by listening to a descriptive or narrative text. (CLB 5) access up-to-date [tourism] information [from]: radio, television, recommendations from others (NOS-E2.2) Identify main ideas, supporting details, statements and examples in a descriptive or narrative presentation, or in a group interaction (e.g., meeting, discussion). (CLB 6) access up-to-date [tourism] information [from]: tourism and visitor information bureaus, taxicab company, recommendations from others (NOS-E2.2) I. Social Interaction Texts Skill: Reading No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. II. Instructions Follow one- to six-step common everyday instructions and instructional texts. (CLB 4) follow procedure to obtain authorization for [credit card] amount, if over company limit (NOS-G1.2) Follow formal instructions of advisory, instructional texts, and instructions for a familiar process/procedure that require integration of several pieces of information. (CLB 9) read company manuals about policies, procedures and operations (rarely) (ES-RT) III. Business/service Texts Find information in formatted texts: forms, tables, schedules, directories. (CLB 3) read address labels when delivering packages for customers (ES-DU) Find information in formatted texts: forms, tables, schedules, directories. (CLB 4) refer to mobile data terminal (MDT) screen which displays dispatch information (daily) (ES-DU) read credit cards, charge slips, travellers cheques and vouchers when accepting payment (ES-DU) for charge slips/vouchers: ensure type is accepted by company; ensure it is completely and accurately filled out; ensure signatures are legible (NOS-G1.1) Identify factual details and some inferred meanings in moderately complex business/service texts, including formatted texts. (CLB 5) obtain information that helps them plan their shift, such as airport schedules and information on major events (ES-FI) read information bulletins and memos to keep up-to-date with company policies (weekly) (ES-RT) Identify factual and inferred meanings in written proposed solutions, recommendations and proposals; and in statements of rules, regulations, laws and norms of behaviour. (CLB 8) refer to bylaws and regulations to understand the various requirements set by the municipality (occasionally) (ES-RT) read insurance documents to better understand liability (occasionally) (ES-RT) IV. Informational Texts Get the gist, key information and important detail of simple, explicit two- to three-paragraph texts (e.g., news articles, educational/content materials, stories. (CLB 4) skim the newspaper to provide information to passengers (daily) (ES-RT) provide tourism information. Access up-to-date information [from]: newspapers, guidebooks, brochures, accommodation guides (NOS-E2.2) Centre for Canadian Language Benchmarks August OLA: Taxicab Driver

8 Demonstrate comprehension of standard maps, basic diagrams, basic graphs. (CLB 5) find out how to reach a particular location by consulting a map, guidebook, cross-reference or manual (ES-FI); read maps and street guides to find locations (frequently) (ES-DU) provide tourism information. Access up-to-date information [from]: maps, guidebooks, brochures, accommodation guides (NOS-E2.2) Demonstrate comprehension of a cycle diagram, flow chart and a timeline/schedule. (CLB 6) provide tourism information. Access up-to-date information [from] schedules, e.g. bus, train (NOS-E2.2) Information Literacy/Reference and Study Skills Competencies Access and locate three or four pieces of information in on-line electronic reference sources (e.g., World Wide Web, library databases), if available, or from print reference sources. (CLB 7) locate legislation, e.g. city hall, vehicle board/commission, vehicle company (NOS-A1.4) I. Social Interaction Skill: Writing No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. II. Recording/Reproducing Information No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. III. Business/Service Messages Convey simple business messages as written notes. (CLB 3-4) write down destination before proceeding (NOS-D1.1) Fill out forms. (CLB 5) fill in customer receipts (daily) (ES-DU); fill in receipt completely, including vehicle number (NOS-G1.1) complete various entry forms such as receipts and credit card charge slips (ES-DU) fill in trip sheets for each [routine] trip, indicating destination and number of passengers (ES-DU) if on commission, record meter readings on trip sheet (NOS-F1.1) Fill out moderately complex forms. (CLB 6-7) complete pre-trip inspection forms as a preventative maintenance record (ES-DU) complete pre-trip inspection of vehicle [and] ensure body damage is reported to company or owner (NOS-F1.1) complete pre-trip inspection of vehicle [and] if condition of vehicle is unacceptable, report to company or owner (NOS-F1.1) Convey business messages as written notes, memoranda, letters of request, or work record log entries, to indicate a problem, to request a change, or to request information. (CLB 8) if [customer] complaint is within control of driver, solve problem [and] record details on trip sheet; if [customer] complaint is regarding injury or damage, advise dispatch immediately; follow instructions from dispatch or company policy [and] record details on trip sheet (NOS-B2.1) Fill out forms and other materials in pre-set formats with required brief texts. (CLB 8) follow refusal-of-service procedures: follow up, e.g. notify dispatch of refusal of service and reason; complete documentation as soon as possible (NOS-B2.3) follow up [a robbery]. Fill out necessary paperwork as soon as possible, e.g. police report or company forms (NOS-D1.6) report: collisions, breakdown, needed repairs (NOS-F1.2) Centre for Canadian Language Benchmarks August OLA: Taxicab Driver

9 IV. Presenting Information and Ideas Write a paragraph to relate/narrate a sequence of events; to describe a person, object, scene, picture, procedure or routine; or to explain reasons. (CLB 5) write detailed entries on trip sheets (ES-W) write texts rarely requiring more than one paragraph to: organize, remember, keep a record, or to document (ES-W) record required information e.g. time, date, vehicle number, driver s name at dispatch office or police station [about lost and found items] (NOS-B1.5) Write one or two paragraphs to: relate a familiar sequence of events, tell a story; provide a detailed description and comparison of people, places, objects and animals, plants, materials, or routines; or to describe a simple process. (CLB 6) write explanations for delays and extra costs (ES-W) Write two or three paragraphs to narrate a familiar sequence of events from the past; to tell a story; or to provide a detailed description, comparison. (CLB 7) write collision reports as required (ES-W) write statements to respond to complaints which have been made about their service (occasionally) (ES-W) For more information about: Canadian Language Benchmarks or Occupational Language Analyses Contact: Centre for Canadian Language Benchmarks, Elgin Street, Ottawa, ON K2G 6Z2 Ph. (613) Fax: (613) info@language.ca National Occupational Standards for Tourism Canadian Tourism Human Resource Council, 340 MacLaren Street, Suite 100 Ottawa, Ontario K2P 0M6 Tel: (613) Fax: (613) cthrc@cthrc.ca Essential Skills Profiles Human Resources and Skills Development Canada, Skills Information Division Human Resources Partnerships Human Resources and Skills Development Canada 112 Kent Street, Tower B, 21st floor Ottawa, Ontario K1A 0J9 Centre for Canadian Language Benchmarks August OLA: Taxicab Driver