Communication and Employability Skills
Domain focus
Communication and Employability Skills tests how you speak, listen, write and present yourself at work. Expect scenario questions on client complaints, teamwork, interviews and digital communication.
Core rules
- Communication includes verbal content, tone, pace, body language and written follow-up; the non-verbal channel often carries more weight than the words.
- Use active listening: face the speaker, nod, paraphrase, ask open questions to explore and closed questions to confirm.
- Avoid jargon; explain pH, developer or porosity in plain language the client can act on.
- In complaints, listen without interrupting, acknowledge the feeling, ask what would resolve it, act within your authority and record the outcome.
- Teamwork: hand over clearly, share accurate information, give feedback privately and accept correction.
- Employability: a current CV with measurable achievements, a tailored cover letter, punctuality, appropriate grooming, and interview answers using Situation–Task–Action–Result.
- Digital communication is still professional: no client details in group chats, no public arguments, respond within agreed times.
- Ask for feedback and act on it; keep a record of training and certificates.
Worked example
A client says her colour is patchy. Reasoning: listen fully, apologise for the experience without blaming a colleague, inspect the hair, explain the likely cause and offer a correction within policy. Recording the complaint protects both the client and the salon.
Traps
Interrupting or arguing; overpromising to calm a complaint; discussing a client in a staff group chat; a generic CV with no evidence.