By Roland Innes, Group CEO at DYNA Training, edited by Eamonn Ryan
In South Africa’s quest for a skilled HVAC workforce, the Quality Council for Trades and Occupations (QCTO) is vital in developing competent technicians.
Roland Innes, Group CEO at DYNA Training, edited by Eamonn Ryan. Supplied by DYNA Training
While the focus has historically been on technical skills specific to heating, ventilation, and air conditioning, the modern HVAC workplace demands more than just technical expertise. Emotional intelligence (EQ)—the ability to understand, manage, and use emotions effectively—has become essential for success in this sector. Integrating soft skills, particularly EQ, into HVAC training programs is imperative to create well-rounded professionals ready to meet today’s challenges.
In the HVAC industry, emotional intelligence can significantly impact a technician’s effectiveness. While technical skills are foundational for diagnosing systems and performing repairs, technicians with high EQ are better at building relationships with clients, collaborating with team members, and adapting to changing work conditions. They can manage customer expectations, resolve conflicts, and communicate effectively—skills that are increasingly crucial as the industry evolves.
Research shows that HVAC professionals who possess strong interpersonal skills tend to enhance customer satisfaction and loyalty, driving business success. Conversely, those lacking in EQ may struggle with client interactions and teamwork, which can affect overall job performance and client retention.
Traditional training in the HVAC sector has primarily focused on technical knowledge—such as understanding HVAC systems, installation, and maintenance. While these skills are indispensable, they are not sufficient on their own. By integrating emotional intelligence into HVAC training programmes, South Africa can develop a workforce that is not only technically adept but also skilled in managing interpersonal dynamics and client relationships.
An inclusive training approach will equip HVAC technicians with a comprehensive skills set that combines technical expertise with essential soft skills. This will enable them to navigate the complexities of client interactions and team collaborations effectively, fostering a more adaptable and engaged workforce. As the HVAC industry increasingly values soft skills, the demand for emotionally intelligent technicians will continue to rise.
Leading the way in HVAC training
The QCTO framework has a unique opportunity to lead the integration of EQ into HVAC training programsme. While the QCTO provides overarching guidelines, the sector education and training authorities (SETAs) must work directly with industry experts to develop relevant qualifications.
By fostering a balance between technical and soft skills, SETAs can help bridge the gap between theoretical knowledge and practical application in the HVAC field. The QCTO can enhance the importance of soft skills by ensuring quality training, establishing clear standards, and developing relevant curricula tailored to the HVAC industry.
Additionally, leveraging research and industry partnerships will enable the QCTO and its AQPs (assessment quality partners) to create a supportive ecosystem that embeds emotional intelligence competencies across HVAC training programmes.
Integrating EQ into existing HVAC training frameworks will come with challenges—such as measuring and assessing EQ, ensuring trainers are equipped to teach these skills, and developing appropriate curricula. However, the benefits far outweigh these obstacles.
By collaborating with HVAC industry leaders, educators, and psychologists, we can devise effective strategies to assess and develop EQ competencies in technicians. Incorporating practical exercises, role-playing, and real-world scenarios into training can help learners apply their emotional intelligence skills in actual work environments.
This strategic approach will prepare South African HVAC professionals to thrive in an ever-evolving industry, creating a more productive, adaptable, and competitive workforce. As we invest in both technical and emotional intelligence training, we position our HVAC sector for sustainable growth and success.
Source: Workforce
