Warning – this unit was last revised in 2007

Unit 1: Legal responsibilities and moral obligations – Codes of Conduct.

Research Material:
The DSA ADI Code of Practice

Code Of Practice For Approved Driving Instructors
The DSA and the driving instruction industry place great emphasis on professional standards and business ethics. The code of practice has been agreed between DSA and the main bodies representing ADIs; it is a framework within which all instructors should operate.
The code leaflet can be obtained from any theory test and driving test centres. Your Driving Instructor should be able to obtain a leaflet for you. It is hoped that ALL Driving Instructors will formally agree to adhere to the terms of the Code.
Phone 0115 901 2618 for an information leaflet.

Personal Conduct
The instructor will at all times behave in a professional manner towards clients.
Clients will be treated with respect and consideration.
The instructor will try to avoid physical contact with a client except in an emergency or in the normal course of greeting.
Whilst reserving the right to decide against giving tuition, the instructor will not act in any way which contravenes legislation on discrimination.

Business Dealings
The instructor will safeguard and account for any monies paid in advance by the client in respect of driving lessons, test fees or for any other purpose and will make the details available to the client on request.
The instructor on or before the first lesson should provide clients with a written copy of his/her terms of business to include:

• Legal identity of the school/instructor with full address and telephone number at which the instructor or his/her representative can be contacted.
• The price and duration of lessons.
• The price and conditions for use of a driving school car for the practical driving test.
• The terms under which cancellation by either party may take place.
• Procedure for complaints.

The instructor should check a client’s entitlement to drive the vehicle and his or her ability to read a number plate at the statutory distance on the first lesson. When presenting a client for the practical driving test the instructor should ensure that the client has all the necessary documentation to enable the client to take the test and that the vehicle is roadworthy.
Instructors will advise clients when to apply for their theory and practical driving tests, taking into account local waiting times and forecast of clients’ potential for achieving the driving test pass standard. The instructor will not cancel or re-arrange a driving test without the client’s agreement. In the event of the instructor’s decision to withhold the use of the school car for the driving test, sufficient notice should be given to the client to avoid loss of the DSA test fee.
The instructor should at all times, to the best of his or her ability, endeavour to teach the client correct driving skills according to DSA’s recommended syllabus.

Advertising
The advertising of driving tuition shall be honest; claims made shall be capable of verification and comply with codes of practice set down by the Advertising Standards Authority.
Advertising that refers to clients’ pass rates should not be open to misinterpretation and the basis on which the calculation is made should be made clear.

Conciliation
Complaints by clients should be made in the first instance to the driving instructor/driving school/ contractor following the complaints procedure issued.
Failing agreement or settlement of a dispute, reference may be made to the DSA’s Registrar of Approved Driving Instructors who will consider the matter and advise accordingly.
Should the Registrar not be able to settle the dispute he or she may set up a panel , with representatives from the ADI industry, to consider the matter further or advise that the matter should be referred to the courts or other statutory body to be determined.

Discussion Points:
Confidentiality (including who is paying for the training)
Terms and Conditions and how they can be enforced
Avoiding Physical Contact (and the glass partition)
Discrimination
The DSA’s Recommended syllabus
Advertising
Complaints and Conciliation
Dealing with different views (racism, sexism, religion etc)

Exercises:
Decide on terms and conditions which you would like your customers to adhere to. Write these in a form which should be clear, concise and workable.

These terms and conditions should cover:
Cancellations
Complaints procedures
Customer’s responsibilities with regards fitness to drive/illness

Research other instructor’s terms and conditions before trying to write up your own

Warning – this unit was last revised in 2007

Unit 2: From phone enquiry to professional introductions.

Research Material:
The DSA ADI Code of Practice
The Driving Instructor’s Handbook

From the moment you pick up the phone on an enquiry you are promoting your business, and your reputation. Be sure about what you need to find out, and what information you need to give. Find out about your customer’s requirements, and tailor what you do towards them, remember that this is not about you!

Discussion Points:
Information needed from the phone call:
Name
Address
Phone
Mobile
Licence
Experience

Where is the first pick up?
If not at home – find out why.

Punctuality
Meet them at their door (where possible)
Your ID and who you are
Confirming lesson duration and drop off point
Positive first impressions

Exercises:
Make up a sheet to be kept by the phone in which all relevant information can be recorded.
Your trainer will roleplay some phone calls, included the dreaded “how much for an hour?” call!
You will collect your trainer (in role as a customer) for a training session.

Warning – this unit was last revised in 2007

Unit 3: Eyesight Checks and Licences (Provisional and Foreign).

Research Material:
The Driving Instructor’s Handbook
www.direct.gov.uk licencing section

There may be many situations during your career when you are presented with difficult situations with regards to the legality of a customer. Identity, eyesight and licence checks are the simplest things to perform before anything else. Know whether your customer is legal to drive before you invalidate your insurance, and risk losing your ADI licence and therefore your income.

Discussion Points:
Eyesight Checks
Provisional Licence Checks – Including Endorsements
Foreign Licences and their legality
Making sure of who your customer is

Exercises:
With your trainer as a customer in role-play you will check their licence and eyesight

Warning – this unit was last revised in 2007

Unit 4: Learning Styles – Think, Research, Observe, Try.

Research Material:
The Driving Instructor’s Handbook – Chapter 8 Rote and Gestalt
Coaching for Performance

The Thinker (Reflectors):
Thinkers like to think things through. They often like to watch others doing an activity before trying it themselves.

The Researcher (Theorists):
The Researcher will want to understand the theory behind something before they have a go.

The Observer (Pragmatists):
The Observer wants to relate their learning to real life. They better understand a theory when they can see an example of it in practise.

The Tryer (Activists):
The tryer will prefer to get stuck in. They understand an activity by trying it out for themselves. They can often become impatient with theory. (And yes, we know that ‘tryer’ isn’t a real word!)

Discussion Points:
Learning by Repetition (Rote)
Learning by Understanding (Gestalt)
Understanding learning types
The Thinker (Reflectors)
The Researcher (Theorists)
The Observer (Pragmatists)
The Tryer (Activists)
Briefings, Demonstrations, Practise and Homework.
“What I hear – I forget, what I see – I remember, what I do – I understand.”
Pass on the Knowledge – in the way they will absorb it
Assist in developing the Skill – so that they are capable of it
Re-enforcing the Attitude – in a way that they will remember it
Can you teach the way they learn?

Exercises:
All learning will involve some aspect of both Rote and Gestalt learning, depending on the customer’s learning type.
Write a few notes on how you would approach the following subjects with each learning type (thinker, researcher, observer, tryer):
Clutch control
Signalling at roundabouts
Recognition and reaction to road signs and markings

Warning – this unit was last revised in 2007

Unit 5: Recapping previous experience with a new customer – course planning.

Research Material:
The Driving Instructor’s Handbook

Many customers will come to you with previous driving experience, and will tell you what they have done. Many will say they have never driven before, but there can be a huge difference between 2 customers who say they are at test standard – one may be giving their opinion, possibly based on an assumption that you only need 10 lessons before you go to test, another may be excellent, and is only changing instructors because their instructor has retired.

Recapping is crucial for lessons in real life and exam situations. Never let a customer drive in a busy area whatever they tell you! You should drive them to a safe area first. On an exam or check test, the first thing the examiner sees of your skills is your recap.

Some customers will tell you they have never driven before, but there will be a huge difference between the lad whose father is a police driver, and has spent the last year riding a moped, and the lad who has lived in London for most of his life, using public transport, and has never been in the front seat of a car.

This is a great opportunity to start to judge how you will approach their learning. Find out what they already know and move on from there.

Discussion Points:
Riding experience – cycles and motorbikes
Passenger experience
Crossover skills from job or study
Mechanical experience
Other areas from which to draw experience?
Teaching from the Known to the Unknown
How experience has shaped Knowledge (cognition)
How experience has shaped Skills (psychomotor)
How experience has shaped Attitude (affective)
Picking up on (and working to overcome) worries and fears

Exercises:
Your trainer will role-play 2 very different customers for you to assess.