Communication, Grooming and Workplace Etiquette
This domain covers clear interaction with customers and colleagues, professional appearance and workplace conduct. The exam tests practical communication choices and etiquette.
Core rules and concepts
- Communication includes verbal and non-verbal elements: words, tone, pace, listening, eye contact, posture and gestures.
- Active listening involves attention, paraphrasing, clarifying and not interrupting.
- Grooming includes clean uniform, hygiene, neat hair, trimmed nails, name badge and appropriate footwear.
- Etiquette includes greeting, courtesy, personal space, confidentiality, punctuality and avoiding gossip.
- Telephone and written communication need identification, clear purpose, accurate details and a polite close.
Worked example
A customer with hearing difficulty asks for a product. The associate should face the customer, speak clearly at a normal or slightly slower pace, avoid covering the mouth, use simple words and write key details such as price and aisle number. Reasoning: facing the customer aids lip-reading and expression; writing confirms information without shouting or treating the customer as incapable. Speaking loudly in a crowded store can embarrass the customer.
Traps that cost marks
- Using jargon or speaking too fast.
- Checking a mobile phone while serving.
- Discussing customer information with others.
- Arguing or responding defensively.
Key points
- Tone and body language carry meaning.
- Face the customer and speak clearly.
- Grooming is part of professional image.
- Protect customer confidentiality.
- Use written confirmation when understanding is uncertain.