Communication and Soft Skills
Communication and Soft Skills tests clear technical communication, active listening, customer handling and documentation. The exam expects you to convert a vague complaint into a specific action and to record it.
Core skills
- Listen fully; repeat the problem back: 'The basin drains slowly, not that it leaks.'
- Use plain language with the customer and correct technical terms with the supervisor.
- Confirm instructions: size, material, location, time and access.
- Body language: face the person, keep a respectful distance, avoid arguing.
- Document: date, complaint, action, parts used, test result and customer sign-off.
- Handle conflict by focusing on the problem, not the person.
Worked example
A customer says, 'The bathroom smells.' Instead of replacing the whole drain, ask when it smells and check the floor trap. You find a dry 50 mm trap seal. Action: clean the trap, refill it, check the vent and advise periodic use. Record: 'Floor trap seal restored; no leak; customer advised.' This avoids unnecessary work and shows reasoning.
Traps
Using jargon such as 'siphonage' without explaining it, interrupting, or leaving without a written record costs marks. Never promise a completion time you cannot meet.