presentation tutorial 7 chapter 7 · chapter 7 –key concepts (explanation) •non-verbal...

Presentation Tutorial 7Chapter 7

Non-Verbal Communication & Listening

Shandu Davhana

Chapter 7 - Agenda

• Chapter Introduction

• Key Concepts

• Explanation of Key Concepts

• Summary

• Key Activities

Chapter 7 – Chapter Introduction

• Purpose:• Need to understand the need and importance of

non-verbal communication• Also known as body language, describes all

intentional and non-intentional messages that are communicated without words such as gestures, sirens, applause, frowning, clapping hands, etc…• Understand the importance of listening, different

types, and barriers to effective listening

Chapter 7 – Chapter Introduction

Chapter 7 – Key Concepts (Explanation)

• Non-Verbal Communication:• More than 70% of the meaning in a message is

conveyed by non-verbal behavior• Can occur intentionally or un-intentionally• People believe non-verbal signs because they

always convey feelings and emotions that cannot be expressed in words or verbally.


• Non-Verbal Communication:• Three major problems with the interpretation of

non-verbal communication:• Non-verbal messages don’t always mean what people

think they mean• Non-verbal behavior can’t be interpreted in isolation• Meaning of non-verbal messages can vary from one

culture to another, or from one area to another


• Non-Verbal Communication Functions:• Reinforces a verbal message by adding to its meaning• Complements a verbal message when it conveys the same

meaning• Contradicts a verbal message when one says one thing but

do another / something else• Replaces a verbal message when one uses gestures, facial

expression, etc. to generate meaning • Regulates the flow of verbal interaction when one uses eye

contact, tone of voice, a nod of the head , or slight hand movement to tell others when to talk, to repeat a statement, to hurry up, or to finish the conversation


• Non-Verbal Communication Categories:• Facial Expressions and Eye Contact• Gestures and Postures• Touching Behaviour• Use of Time• Use of Space• Personal Appearance• Paralanguage


• Listening:• Knowing when to be silent is vital for communication• Some believe that a good speaker is always a good

listener• Successful managers are careful listeners to both

internal and external communication so they know how to improve their businesses• Researchers found out that people listen at or below

25% efficiency rate and only remembers about half of what is said in a ten minutes conversation


• Listening:• Difference between Listening and Hearing:

• Hearing > a passive involuntary process in which the brain receives sounds

• Listening > an active process in which one does not only hear the message, but also demonstrated that the message was understood and interpreted


• Listening:• It is essential if you want to:

• Understand a complex situation• Recognise the emotions underlying an issue• Understand the other person’s perspective on an issue• Determine the needs and problems of a client • Solve problems involving both people and work• Work effectively with others


• Listening:• Types of Listening:

• Listening for Content > to understand and remember information

• Critical Listening > to understand and evaluate the message

• Empathic / Reflective Listening > understand the speaker feelings and needs from their point of view


• Listening:• Barriers to Efficient Listening:

• External Noise, e.g. ringing telephone, conversation around you, truck passing by, machinery, etc.

• Internal Noise, e.g. personal prejudice against others, social statues, etc.

• Cultural barriers, e.g. difference in accent, bias against certain cultures, etc.

Chapter 7 – Summary

• Non-verbal communication includes all forms of communication without words

• It conveys messages both intentionally and un-intentionally

• It can be culturally or area specific, and fulfills specific communication functions

Chapter 7 – Key Activities

• Please refer to the following Activities from your Study Guide and Prescribed Book and get involved in the student discussion in MyUnisa Discussion Forum

• Study Guide• Activities 1 - 10

• Prescribed Book• Activity 7.1 – 7.16

Resources

• Du Plessis, D, Dowling, F & Snyman, C. 2012. Communication in business contexts. Study guide for CBC1501. Pretoria: University of South Africa.

• Du Plessis, D, Dowling, F & Steinberg, S. 2009. Money talks: communication in business contexts. Johannesburg: Heinemann

presentation tutorial 7 chapter 7 · chapter 7 –key concepts (explanation) •non-verbal...

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