Communication and Employability Skills
What the domain tests
This domain tests workplace communication, customer interaction, teamwork, and job-readiness. Expect questions on active listening, telephone and email etiquette, interview preparation, and professional behaviour.
Core rules
- Communication includes verbal, non-verbal, and written forms. Tone, body language, and clarity matter as much as words.
- Active listening means paying attention, not interrupting, paraphrasing, and confirming understanding.
- Use open questions to gather information and closed questions to confirm details.
- Telephone etiquette: answer promptly, greet and identify the store, speak clearly, note the request, confirm action, and close politely.
- Email etiquette: clear subject line, short paragraphs, correct recipient, professional tone, and no confidential customer data in the wrong hands.
- Employability skills include teamwork, self-management, time management, digital literacy, financial literacy, and respect for diversity.
- In an interview, research the role, prepare examples, dress neatly, arrive early, listen to the question, and answer with specific situations.
Worked example
An angry customer calls about a delayed delivery. The staff member greets, gives the store name, listens without interrupting, paraphrases - “You ordered on Monday and have not received it” - checks the order number, explains the verified status, states the action and time, and thanks the customer. The reasoning uses listening, confirmation, accurate information, and a clear commitment rather than defensive excuses.
Traps
Do not interrupt or use jargon with customers. Do not promise what you cannot verify. Do not write informal language or wrong recipient details in work email. Do not give vague interview answers without examples.