Departments › Food and Beverage Management › Module V › Communication Skills

Communication Skills

Food and Beverage Management · Level 6  ·  5 Chapters

Compiled by: Julius Mwangi

Can I download Communication Skills notes as a PDF?

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What Communication Skills covers

Food and Beverage Management Level 6 graduates rely on Communication Skills to brief teams, serve guests and settle problems without friction. The unit opens with the communication process, principles, barriers, channels, patterns of flow and sources of information, so that you can match a channel to the message and the setting. Written communication covers types, elements and organizational requirements. Non-verbal skills include body language, gestures, posture and a dressing code that suits the workplace, and oral skills include pathways, questioning, etiquette and active listening. Group discussion work builds rapport, action plans, group organization, turn-taking, conflict resolution and team-work.

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Careers after Communication Skills

Restaurants, bars and banquet halls run on instructions that are understood the first time, and this unit trains you to give and receive them.

  • Restaurant service teams in Ngong - take orders by listening actively, ask questions that prevent mistakes and keep a courteous manner in dress, posture and tone.
  • Banquet and events coordinators at hotels in Lamu - brief the service team, write function sheets in the organization's format and sort out issues between departments.
  • Bar and lounge attendants in Karatina - read guests through gestures and posture, and speak clearly to confirm an order.
  • Institutional catering supervisors in Webuye - run short team talks, give everyone a turn to speak and follow each discussion with an action plan.
  • Guest services staff at country hotels in Gilgil - choose the channel that fits each message and log requests so the next shift follows through.
  • Coffee shop owners in Kapenguria - settle terms with suppliers and brief helpers, speaking and writing as the situation needs.

In each role, guests and colleagues notice how clearly you speak and how well you listen.

Chapters

1
Apply communication channels
8 topics
Open chapter →
2
Apply written communication skills
3 topics
Open chapter →
3
Apply non-verbal skills
3 topics
Open chapter →
4
Apply oral communication skills
4 topics
Open chapter →
5
Apply group discussion skills
7 topics
Open chapter →
What Communication Skills covers: 25 main topics in 5 chapters

1. Apply communication channels

  1. 1.1 Communication Process
  2. 1.2 Principles of effective communication
  3. 1.3 Channels/medium/modes of communication
  4. 1.4 Factors to consider when selecting a channel of communication
  5. 1.5 Barriers to effective communication
  6. 1.6 Flow/patterns of communication
  7. 1.7 Sources of information
  8. 1.8 Organizational policies

2. Apply written communication skills

  1. 2.1 Types of written communication
  2. 2.2 Elements of communication
  3. 2.3 Organization requirements for written communication

3. Apply non-verbal skills

  1. 3.1 Utilize body language and gestures
  2. 3.2 Apply body posture
  3. 3.3 Apply workplace dressing code

4. Apply oral communication skills

  1. 4.1 Types of oral communication pathways
  2. 4.2 Effective questioning techniques
  3. 4.3 Workplace etiquette
  4. 4.4 Active listening

5. Apply group discussion skills

  1. 5.1 Establishing rapport
  2. 5.2 Facilitating resolution of issues
  3. 5.3 Developing action plans
  4. 5.4 Group organization techniques
  5. 5.5 Turn-taking techniques
  6. 5.6 Conflict resolution techniques
  7. 5.7 Team-work

Revise this unit

Exam-style questions 70 Written to CDACC standard, with answers Test yourself 158 Multiple-choice, one at a time Practise questions 132 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 37 What the assessor asks, and how to answer out loud Worked calculations 14 Step-by-step maths with the common mistakes Quick cards 790 Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator 4 On site, what would you do? Workplace scenarios 80 Real site situations — what would you do? Turn this into income 48 Where this skill earns — what to charge, how to find clients

Other units in Module V