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

Communication Skills

Food and Beverage Operations · Level 5  ·  5 Chapters

Compiled by: Joyce Kimani

Can I download Communication Skills notes as a PDF?

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What Communication Skills covers

Food and Beverage Operations Level 5 learners use Communication Skills to take an order correctly, brief a team and keep guests at ease. The unit begins with the communication process, its principles, barriers, flow and sources of information, and how organizational policies and the choice of channel shape a message. It then covers types of written communication and the elements of a clear message. Non-verbal communication looks at body language, gestures, posture and dressing code. Oral communication brings pathways, questioning, etiquette and active listening. Group discussion ends the unit, with rapport, action plans, turn-taking, conflict resolution and team-work.

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Careers after Communication Skills

A shift goes well or badly depending on what is said and written between guests, colleagues and suppliers, and this unit works on exactly that.

  • Restaurant waiting staff in Kapenguria - listen actively and ask questions to confirm each order, in a courteous manner.
  • Hotel receptionists in Lodwar - write short clear messages, pick the channel each message needs and keep to the dress code.
  • Event service leads at conference centres in Ngong - brief the team, hold a short group discussion and agree an action plan.
  • Complaint handlers at guest houses in Nandi Hills - notice barriers to understanding, stay calm in speech and posture and settle the matter.
  • Snack bar owners in Kerugoya - agree orders and delivery times in writing and give helpers clear instructions.
  • Tea room attendants in Maua - use body language, posture and active listening to serve guests well.

A clear handover at the start of a shift is communication in its simplest form.

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