Adapted and expanded to meet all the requirements of motor vehicle NVQs at levels 2 and 3, this book includes numerous features to help the student learn, and relates theory to workplace practice.

Fundamentals of Automotive Technology: Principles and Practice covers crucial material for career and technical education, secondary/post-secondary, and community college students and provides both rationales and step-by-step instructions for virtually every non-diagnosis NATEF task. Each section provides a comprehensive overview of a key topic area, with real-life problem scenarios that encourage students to develop connections between different skill and knowledge components. Customer service, safety, and math, science, and literary principles are demonstrated throughout the text to build student skill levels. Chapters are linked via cross-reference tools that support skill retention, critical thinking, and problem-solving. Students are regularly reminded that people skills are as important as technical skills in customer service fields.

Automotive technicians must learn how to safely and effectively maintain, diagnose, and repair every system on the automobile. Fundamentals of Automotive Technology provides students with the critical knowledge and essential skills to master these tasks successfully. With a focus on clarity and accuracy, the Second Edition offers students and instructors a single source of unparalleled coverage for every task from MLR through MAST. Fully updated and reorganized, the revised format enhances student comprehension and encourages critical thinking.

Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

This book is a complete guide to orthopaedics for undergraduate medical students helping them prepare for both theory and practical examinations. Beginning with an introduction to the field, the following sections cover the diagnosis and management of different disorders. The second edition has been fully revised to provide students with the latest information and includes a new chapter on sports injuries and rehabilitation. Each topic includes a summary of the key points and the book features a practice session of multiple choice questions and answers. The text is highly illustrated with more than 1300 clinical photographs, radiological images, diagrams and tables and concludes with a picture quiz to help students prepare for image-based examination questions. Key points Complete guide to orthopaedics for undergraduate medical students Fully revised, second edition featuring new chapter on sports injuries and rehabilitation Includes practice session of multiple choice questions and picture quiz Previous edition (9789351529576) published in 2016

Providing a comprehensive introduction to the basics of Internal Combustion Engines, this book is suitable for: Undergraduate-level courses in mechanical engineering, aeronautical engineering, and automobile engineering. Postgraduate-level courses (Thermal Engineering) in mechanical engineering. A.M.I.E. (Section B) courses in mechanical engineering. Competitive examinations, such as Civil Services, Engineering Services, GATE, etc. In addition, the book can be used for refresher courses for professionals in auto-mobile industries. Coverage Includes Analysis of processes (thermodynamic, combustion, fluid flow, heat transfer, friction and lubrication) relevant to design, performance, efficiency, fuel and emission requirements of internal combustion engines. Special topics such as reactive systems, unburned and burned mixture charts, fuel-line hydraulics, side thrust on the cylinder walls, etc. Modern developments such as electronic fuel injection systems, electronic ignition systems, electronic indicators, exhaust emission requirements, etc. The Second Edition includes new sections on geometry of reciprocating engine, engine performance parameters, alternative fuels for IC engines, Carnot cycle, Stirling cycle, Ericsson cycle, Lenoir cycle, Miller cycle, crankcase ventilation, supercharger controls and homogeneous charge compression ignition engines. Besides, air-standard cycles, latest advances in fuel-injection system in SI engine and gasoline direct injection are discussed in detail. New problems and examples have been added to several chapters. Key Features Explains basic principles and applications in a clear, concise, and easy-to-read manner Richly illustrated to promote a fuller understanding of the subject SI units are used throughout Example problems illustrate applications of theory End-of-chapter review questions and problems help students reinforce and apply key concepts Provides answers to all numerical problems