1|Page
PUB3702 Assignment 2 Semester 1 2026 (Answer Guide) - DUE March
2026
VERIFIED AND CERTIFIED ANSWERS. WRITTEN IN REQUIRED FORMAT AND WITHIN
GIVEN GUIDELINES. IT IS GOOD TO USE AS A GUIDE AND FOR REFERENCE, NEVER
PLAGARIZE. Thank you and success in your academics.
UNISA, 2026
Contents
Listening Skills, Learning Gaps and Managerial Communication in the Workplace ............. 2
1. Introduction ....................................................................................................................................... 2
2. The Importance of Listening in Education, Training and Learning.................................... 2
3. Evaluation of Sam Maluleke’s Listening Skills ........................................................................ 2
3.1 Is Sam Maluleke a Good Listener? ....................................................................................... 2
3.2 Indicators of Poor Listening in the Scenario ..................................................................... 4
4. Strategies to Overcome Poor Listening and Address Learning Gaps .............................. 4
4.1 Developing Active Listening Skills ....................................................................................... 4
4.2 Using Open-Ended and Probing Questions ....................................................................... 4
4.3 Demonstrating Empathy and Emotional Intelligence ...................................................... 4
4.4 Managerial Support and Learning Interventions .............................................................. 5
5. Conclusion ........................................................................................................................................ 5
References ............................................................................................................................................. 5
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Listening Skills, Learning Gaps and Managerial Communication in the Workplace
1. Introduction
Effective communication and listening skills are essential components of good
management practice, particularly in environments focused on education, training and
learning. Managers play a critical role in identifying learning gaps, supporting employee
development, and fostering teamwork. In the scenario provided, Sam Maluleke, an
accounting manager in the Department of National Education, interacts with Brian
Furham, a newly appointed financial analyst who is struggling to integrate socially within
the team. This essay critically evaluates whether Sam can be regarded as a good
listener and, where shortcomings are identified, discusses strategies that can be used
to overcome these problems in order to improve learning, inclusion and workplace
performance.
2. The Importance of Listening in Education, Training and Learning
Listening is a core communication skill that enables managers to understand
employees’ concerns, emotions and developmental needs. In learning-oriented
organisations, effective listening helps managers identify learning gaps, address
performance barriers and support employee growth (Robbins & Judge, 2020). Active
listening involves giving full attention to the speaker, showing empathy, avoiding
premature judgement and responding appropriately (Nel et al., 2019).
In the context of workplace learning, poor listening can lead to misunderstanding,
reduced morale, social isolation and underutilisation of employee potential. This is
particularly relevant in Brian’s case, as his difficulty fitting into the group may reflect
unmet emotional, social or organisational learning needs.
3. Evaluation of Sam Maluleke’s Listening Skills
3.1 Is Sam Maluleke a Good Listener?
PUB3702 Assignment 2 Semester 1 2026 (Answer Guide) - DUE March
2026
VERIFIED AND CERTIFIED ANSWERS. WRITTEN IN REQUIRED FORMAT AND WITHIN
GIVEN GUIDELINES. IT IS GOOD TO USE AS A GUIDE AND FOR REFERENCE, NEVER
PLAGARIZE. Thank you and success in your academics.
UNISA, 2026
Contents
Listening Skills, Learning Gaps and Managerial Communication in the Workplace ............. 2
1. Introduction ....................................................................................................................................... 2
2. The Importance of Listening in Education, Training and Learning.................................... 2
3. Evaluation of Sam Maluleke’s Listening Skills ........................................................................ 2
3.1 Is Sam Maluleke a Good Listener? ....................................................................................... 2
3.2 Indicators of Poor Listening in the Scenario ..................................................................... 4
4. Strategies to Overcome Poor Listening and Address Learning Gaps .............................. 4
4.1 Developing Active Listening Skills ....................................................................................... 4
4.2 Using Open-Ended and Probing Questions ....................................................................... 4
4.3 Demonstrating Empathy and Emotional Intelligence ...................................................... 4
4.4 Managerial Support and Learning Interventions .............................................................. 5
5. Conclusion ........................................................................................................................................ 5
References ............................................................................................................................................. 5
, 2|Page
Listening Skills, Learning Gaps and Managerial Communication in the Workplace
1. Introduction
Effective communication and listening skills are essential components of good
management practice, particularly in environments focused on education, training and
learning. Managers play a critical role in identifying learning gaps, supporting employee
development, and fostering teamwork. In the scenario provided, Sam Maluleke, an
accounting manager in the Department of National Education, interacts with Brian
Furham, a newly appointed financial analyst who is struggling to integrate socially within
the team. This essay critically evaluates whether Sam can be regarded as a good
listener and, where shortcomings are identified, discusses strategies that can be used
to overcome these problems in order to improve learning, inclusion and workplace
performance.
2. The Importance of Listening in Education, Training and Learning
Listening is a core communication skill that enables managers to understand
employees’ concerns, emotions and developmental needs. In learning-oriented
organisations, effective listening helps managers identify learning gaps, address
performance barriers and support employee growth (Robbins & Judge, 2020). Active
listening involves giving full attention to the speaker, showing empathy, avoiding
premature judgement and responding appropriately (Nel et al., 2019).
In the context of workplace learning, poor listening can lead to misunderstanding,
reduced morale, social isolation and underutilisation of employee potential. This is
particularly relevant in Brian’s case, as his difficulty fitting into the group may reflect
unmet emotional, social or organisational learning needs.
3. Evaluation of Sam Maluleke’s Listening Skills
3.1 Is Sam Maluleke a Good Listener?
