INDUSTRY INSIGHT
A NEW
DIRECTION THE CCIF’S CAROLINE LACASSE SHARES HER VISION FOR TRAINING AND THE FUTURE OF THE INDUSTRY
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aroline Lacasse has been involved in the automotive industry for 20 years, focusing on training and organizational development. She has worked in a range of fields within the industry: collision repair technician, I-CAR instructor, university lecturer and training co-ordinator for CSMOAuto in Quebec. Now Lacasse will bring her knowledge to her new position as the director of the Canadian Collision Industry Forum (CCIF). Collision Repair caught up with Lacasse to find out what she has in store for the Canadian collision repair community.
Collision Repair: Would you be able to explain the importance of training for collision repairers now? Caroline Lacasse: Today’s cars are more complex than they used to be. They have more technologies, different alloys and materials, and specific [characteristics] for each make and model. Technicians need to be trained properly to make sure they succeed in working with this complexity. Continuous learning is mandatory now. I always saw technicians as the plastic surgeons of the automotive industry. Would you be confident having surgery by a specialist who never had continuous training over the years?
CR: What do you see as the biggest obstacle for collision repairers in the industry? CL: I see two interrelated main obstacles right now: a shortage of manpower and [frequent] employee turnover. Consequently, shop owners now have no choice but to invest time and money in their most important
tools: their human resources. Employees stay loyal to an employer when they feel useful, get proper skills and are part of the team. Therefore, recognizing employees by facilitating training access or consulting them before making some decisions are a big part of the solution. Even if we mostly focus on technical knowledge, we should keep in mind that training and rewarding should apply to everyone in the shop, including the owners and managers. In a changing environment, everyone needs to keep developing their knowledge, skills and abilities related to their role to adapt — and we often forget that!
CR: What advice would you give to a repair shop owner to stay successful in this industry? CL: Shops will struggle if they don’t find a way to adapt to this fast-evolving environment. Change management is the only option here because everybody reacts differently to change. Shop owners and managers need to be aware of their own reactions to changes. They also have
to consider the employees’ reactions. There will always be early adopters, and laggards who will resist until the last minute. Developing skills in conflict resolution, communication and active listening or strategic thinking can only facilitate the adaptation.
CR: What do you hope to accomplish while taking on the role as the director of the CCIF? CL: Since I’m evolving in the industry, I always had in mind that my work should make a positive difference. Having the opportunity to join a team that has been recognized over the years for its influence and dedication to the collision [repair] industry is really stimulating and corresponds to my values! As director, I would like to add my learning and organizational-development expertise to the equation by bringing different points of view, tools or recommendations to contribute to the CCIF objectives, and to the success and sustainability of the collision repair industry. JUNE 2019 COLLISION REPAIR 59