Departments › Catering and Accommodation Operations › Module IV › Communication Skills

Communication Skills

Catering and Accommodation Operations · Level 5  ·  5 Chapters

Compiled by: Grace Muriuki

Can I download Communication Skills notes as a PDF?

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What Communication Skills covers

Hotel and kitchen staff pass information by many channels, and Communication Skills in Catering and Accommodation Operations Level 5 shows you how to choose and use them. The first outcome covers the communication process, principles, channels, barriers and flow of communication, and organizational policies. Written communication follows, with its types, elements and organization requirements. Non-verbal skills cover body language, gestures, posture and the workplace dress code. Oral communication brings in questioning techniques, workplace etiquette and active listening. Group discussion skills close the unit: rapport, action plans, turn-taking, conflict resolution and team-work.

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Careers after Communication Skills

Clear communication is part of every job in catering and accommodation, because guests and colleagues both depend on it. This unit covers channels and barriers, written and oral communication, non-verbal skills and group discussion, so the roles below draw on all five outcomes.

  • Guest-facing service roles - use oral and non-verbal skills, courtesy and the dress code with guests at a Lamu hotel.
  • Shift supervisor positions - brief the team, listen actively and settle conflicts in a Bungoma lodge kitchen.
  • Administration desks - draft and file written communication to organization requirements in a Migori guesthouse.
  • Team meetings and briefings - take part in group discussions, agree action plans and take turns in a Homa Bay hotel.
  • Customer-facing small business - talk with customers, ask effective questions at your own tea room in Kiambu, greeting customers and explaining your menu clearly.

Whatever the role, the channel and the tone you choose decide how well a message lands.

Chapters

1
Apply communication channels
8 topics
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2
Apply written communication skills
3 topics
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3
Apply non-verbal skills
3 topics
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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 IV