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

Communication Skills

Catering and Accommodation Management · Level 6  ·  5 Chapters

Compiled by: Bonface Ochieng

Can I download Communication Skills notes as a PDF?

Yes. The notes download as a PDF too: every chapter has a Download PDF button above its notes. Sign in and click it. Each download comes from your plan's monthly allowance or from credits. To read before you sign in, the first topic of every chapter opens to anyone, and a Profplanet plan opens the remaining topics.

▣

What Communication Skills covers

Guests, colleagues and suppliers all depend on clear messages, which is why Communication Skills sits in Catering and Accommodation Management Level 6. You begin with channels: the communication process, principles of effective communication, choosing a channel, barriers, patterns of flow and organisational policies. Written communication covers its types, elements and the organisation's requirements. Non-verbal skills cover body language, gestures, posture and the workplace dressing code. Oral communication covers pathways, effective questioning, workplace etiquette and active listening. The last outcome is group discussion: establishing rapport, resolving issues, action plans, group organisation, turn-taking, conflict resolution and team-work.

■

Careers after Communication Skills

Hospitality runs on conversation between guests, kitchen and service teams, and this unit prepares you to carry it well in any department.

  • Front desk and guest relations teams in Nairobi - you choose the right channel, write clearly, listen actively and use body language that puts guests at ease.
  • Restaurant floor supervisors in Machakos - you brief service staff, ask effective questions and keep oral communication pathways clear during busy periods.
  • Hotel offices in Nyeri - you draft letters, notices and internal messages that follow the organisation's written communication requirements.
  • Team leaders in county-run catering units in Kakamega - you run group discussions, agree action plans, share turns to speak and settle conflicts between staff.
  • Event catering businesses in Naivasha - you build rapport with clients, interpret what they want and keep your dress and posture professional on site.

The five outcomes cover channels, writing, non-verbal and oral skills and group work, so each supports a different part of a hospitality career.

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 IV