Communication Skills
What this domain tests
This domain checks whether you can send and receive work information accurately. Expect questions on the communication process, verbal and non-verbal channels, listening, barriers, and telephone or email etiquette.
Core ideas
- Process: sender → message → channel → receiver → feedback, all inside a context. Without feedback the sender only assumes the message arrived.
- The 7 Cs: clear, concise, concrete, correct, coherent, complete and courteous.
- Active listening: stop other activity, maintain appropriate eye contact, do not interrupt, paraphrase what you heard, ask questions, and confirm action points.
- Barriers: physical noise, semantic problems such as jargon, psychological factors such as anger or distrust, and organisational problems such as unclear reporting lines.
- Etiquette: answer calls within a few rings and identify yourself; use a meaningful email subject line; keep work messages free of slang; reply within an agreed time; confirm instructions in writing when they involve safety, money or deadlines.
Worked example
A supervisor says, "Check the panel before you leave." The technician is unsure which panel and what "check" means. Weak response: saying "okay" and guessing. Strong response: "Do you mean the distribution panel on Line 2, and should I just inspect for loose connections or also tighten them?" Then he repeats the confirmed task back. Reasoning: the original message was incomplete and ambiguous; a clarifying question plus a read-back closes the feedback loop and prevents a wrong or unsafe action.
Mark-losing traps
- Confusing hearing with listening; hearing is physical, listening is active and deliberate.
- Using technical jargon with a customer who has no trade background.
- Sending an email with no subject or no clear request.
- Assuming a message was received because it was sent on a messaging app.
- Giving vague answers instead of naming the barrier and the fix.