Unit 4: Listening and non-verbal communication
Communication-I notes · PTU syllabus (BSIT101/BSBC101)
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Unit summary
Good listening and awareness of non-verbal signals make communication complete. This unit covers the importance of listening as an individual, leader and worker, types of listening and barriers to listening, and understanding non-verbal communication — its types and importance.
After this unit you can
- Explain the importance of listening for individuals, leaders and workers
- Distinguish types of listening
- Identify barriers to listening
- Explain the types and importance of non-verbal communication
PTU syllabus topics
- Importance of listening as an individual
- leader and worker
- types of listening and barriers to listening
- understanding non-verbal communication and its types and importance
Kinesics
Gestures, posture, facial expressions
Proxemics
Use of personal space
Paralanguage
Tone, pitch, pace
Chronemics
Use of time, punctuality
Appearance
Dress and grooming
Topic 1
Importance of listening
- As an individual: better relationships, learning and understanding, fewer misunderstandings.
- As a leader: understanding team needs, building trust, better decisions, resolving conflicts.
- As a worker: following instructions correctly, serving customers, teamwork, fewer errors.
- People spend a large part of the working day listening, yet retain only a fraction without active effort.
Topic 2
Types of listening and barriers to listening
Listening is the active process of receiving, understanding, evaluating and responding to spoken messages; hearing is merely the physical perception of sound.
- 1
Hearing
- 2
Understanding
- 3
Remembering
- 4
Interpreting
- 5
Evaluating
- 6
Responding
- Types: active, passive, empathetic, critical, selective, appreciative.
- Barriers: prejudice, distractions, daydreaming, interrupting, preparing a reply while the other speaks, information overload.
- Active listening: attention, eye contact, nodding, paraphrasing, asking questions, summarising, no interruptions.
Topic 3
Non-verbal communication: types and importance
- Verbal: oral (meetings, calls, presentations — quick, feedback immediate, less formal record) and written (letters, emails, reports — permanent, precise, slower).
Kinesics
Body language — posture, gestures, facial expressions, eye contact
Proxemics
Use of space — intimate, personal, social, public zones (Edward Hall)
Paralanguage
Tone, pitch, pace, pauses
Chronemics
Use of time — punctuality
Haptics
Touch — handshake
Appearance and artefacts
Dress, office décor
Silence
Can show agreement, disagreement or reflection
- Mehrabian's study: for messages about feelings and attitudes, words 7%, tone 38%, body language 55% — shows the power of non-verbal cues (not a rule for all communication).
- Importance: conveys emotions and attitudes, reinforces or contradicts words, builds credibility, regulates conversation, essential in interviews, presentations and customer service.
Key terms
- Active listening
- Fully concentrating, understanding and responding
- Empathetic listening
- Listening to understand feelings
- Kinesics
- Body movements and gestures
- Proxemics
- Use of space in communication
- Paralanguage
- Tone, pitch and pace of voice
Quick revision
- Listening for individuals, leaders, workers.
- Hearing vs listening; HURIER process; types of listening.
- Barriers and active listening techniques.
- Non-verbal types: kinesics, proxemics, paralanguage, haptics, chronemics, appearance.
- Importance of non-verbal communication.
Important exam questions
Practice questions written to the PTU exam pattern for this unit's syllabus: short answers (Section A style) and long answers (Sections B and C style).
Short-answer questions
- Q1.Why is listening important for a leader?
- Q2.Distinguish hearing and listening.
- Q3.Name four types of listening.
- Q4.State three barriers to listening.
- Q5.What is paralanguage?
- Q6.State two functions of non-verbal communication.
Long-answer questions
- Q1.Explain the importance of listening as an individual, leader and worker.
- Q2.Discuss types of listening and barriers to listening.
- Q3.Explain non-verbal communication and its types.
- Q4.Discuss the importance of non-verbal communication in business.
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