Communication Skills
What this domain tests
Whether you can describe the communication cycle, choose the right channel, listen actively and write short professional messages without ambiguity.
Core concepts
- Cycle: sender → encoding → message → channel → receiver → decoding → feedback, all inside 'noise' (physical, semantic, psychological barriers).
- Verbal (words, tone, pace) vs non-verbal (posture, eye contact, gestures, facial expression). On the telephone, tone and pace replace visual cues.
- The 7Cs of professional writing: clear, concise, concrete, correct, coherent, complete, courteous.
- Active listening: attend, do not interrupt, paraphrase, ask clarifying questions, confirm understanding.
- Telephone etiquette: answer within three rings, greet with name and organisation, ask permission before holding, thank the caller, summarise the action agreed.
Worked example
A customer says, 'My order still hasn't come and it's been three weeks.' A weak reply is 'Your order is delayed.' Reasoning: it is vague, gives no ownership and no next step. A 7Cs reply is: 'I'm sorry your order has not arrived after three weeks. I have checked order 4471; it is with the courier and is scheduled for Thursday. I will call you Friday if it has not arrived.' That is concrete, complete, courteous and gives a commitment.
Traps that cost marks
- Listing the elements of the cycle without saying what feedback does.
- Confusing hearing with active listening.
- Writing 'I will try to look into it' as a service reply - no commitment, no timeframe.
- Forgetting that tone is part of verbal communication and is judged in telephonic scenarios.