商務(wù)溝通課件Non-verbal communication

1、Nonverbal Communication The concept of nonverbal communication 1.1 Defining nonverbal communication 1.2 Significance of nonverbal communication 1.3 Relationship of nonverbal communication to verbal communication 2. Kinesics 2.1 Facial expressions 2.2 Gestures 2.3 Posture 2.4 Eye contact 2.5 Examples

2、 of kinetics or body Language 3. Use of time 3.1 Time in general 3.2 Time carefully planned 3.3 Punctuality and Tardiness 3.4 On time for appointment 4. Space and distance 4.1 Personal space 4.2 Message in distance and location 1.1 Defining nonverbal communication 1.2 Significance of nonverbal commu

3、nication 1.3 Relationship of nonverbal communication to verbal communication 1. The concept of nonverbal communication Nonverbal communication is the process by which nonverbal behaviors are used, either singly or in combination with verbal behaviors, in the exchange and interpretation of messages w

4、ithin a given situation or context. 1.1 Defining nonverbal communication Nonverbal communication systems include kinetics or body language, eye contact, proxemics or physical proximity between interlocutors, artifacts or clothing and ornamentation, or touching, olfactory dimension or body odor, etc.

5、1.1 Defining nonverbal communication Nonverbal communication involves all those nonverbal stimuli in a communication setting that are generated by both the source and his or her use of the environment and that have potential message value for the source or receiver. The definition was supposed to of

6、fer a definition that would not only mark the boundaries of nonverbal communication, but also reflect how the process actually works. This definition also permits us to include unintentional as well as intentional behavior in the total communication event.1.2 Significance of nonverbal communicationF

7、irst, nonverbal behavior accounts for much of the meaning we derive from conversations. The cognitive content: the part we consciously process. The affective content: a feeling about another person and the conversation we just had. 40% Tone of Voice and Feeling53% Body Language 7% Words We UseThe Wa

8、ys We Communicate Second, nonverbal behavior is significant because it spontaneously reflects the subconscious. We normally attempt control over the words we say. Occasionally we may slip up, lose control is there. However, with nonverbal behavior, we may leak our true feelings in other, more subtle

9、, behaviors. A third reason that nonverbal communication is significant is that we cannot communicate. Even if we remove ourselves bodily from the scene of interaction, our absence may speak loudly. 1.3 Relationship of nonverbal communication to verbal communication The relationship of nonverbal com

10、munication systems to the verbal message system can take a variety of forms. Nonverbal message are often used to accent the verbal message by emphasizing a particular word or phrase, in much the same way as italics add emphasis to written messages. Nonverbal messages that function to clarify, elabor

11、ate, explain, reinforce, and repeat the meaning of verbal messages complement the verbal message. Nonverbal message can also contradict the verbal message. These contradictions could occur purposefully, as when you say yes while indicating no with a wink or a gesture; or they may be out of your cons

12、cious awareness, as when you say, “Im not upset”. 2. Kinesics Kinesics is the non-verbal behavior related to movement, either of any part of the body, or the body as a whole. In short all communicative body movements are generally classified as kinesic. Kinesic communication is probably one of the m

13、ost talked about, and most obvious non-verbal communication form. Unfortunately, it is also one of the most confusing areas of non-verbal communication behavior as the various meanings communicated through body movements seem endless across cultures. Often, body movements that are clearly understand

14、able in one culture make no sense in another. Yet often enough, frequently used kinesic movements in one culture may be highly offensive in another culture.Kinesics is an important part of non-verbal communication behavior. The movement of the body or parts therefore, conveys many specific meanings,

15、 and many interpretations are culture bound. 2.1 Facial expressions At one time or another, most of us have been intrigued by how the looks on other peoples faces have influenced our reactions to them. The seven emotions universally expression on the face:Sadness Anger Surprise Fear Enjoyment Disgus

16、t Contempt The Chinese point to the tip of their nose, and ask “Me”? But the westerners point to their chest. Me?The index finger pressed against the lips is a silent suggestion to stop talking, for someone may overhear us. Most often used by people to warn the others who are speaking loudly in clas

17、s or at theater. Sometimes it means a sign to tell others that a special man is coming or entering. Be quiet, please!With one hand under ones chin, the hand on the table and eyes looking steadily ahead, he is lost in thought for something special. Both the westerners and Chinese share such a facial

18、expressions. Lost in thoughtSometimes, the American presidents have the same facial expressions as the monkeysIn many Mediterranean cultures, people exaggerate signs of grief or sadness. It is no uncommon in this region of the world to see men crying in public. Yet in the United Sates, white males s

19、uppress the desire to show these emotions. Japanese men even go so far as to hide expressions of anger, sorrow, or disgust by laughing or smiling. The Chinese also do not readily show emotion for reasons that are rooted deeply in our culture-the Chinese concept of saving face being one of the most i

20、mportant. For the Chinese, displaying emotion violates face-saving norms by disrupting harmony and casing conflict In America, a smile can be a sign of happiness or friendly affirmation. While these same meanings are found in the Japanese culture, the smile also can mask an emotion or be used to avo

21、id answering a question It is apparently true that when conversing with each other, people tend to look at their interlocutors face, especially the interlocutors eyes, and ignore other parts of the body. 2.2 Gestures Gesticulation is another indispensable element for nonverbal communication. Actuall

22、y, different gestures express different messages and some gestures seem to be known by all. With index finger and thumb held in a circle with the other three fingers extended, palm outward, the Americans are showing that they agree upon something or something is ok. Also, this is a well-understood A

23、merican gesture abroad. However, in a few countries it apparently denotes a particular body orifice. For safetys sake, steer clear of the okay sign in Germany and Russia. This characteristically American gesture remains well understood in most places for its American-ness. Except in a few places, th

24、at is, where it could land you in serious trouble - namely Australia and Nigeria. In these countries, it means, something like up yours. Do not use it. Despite being invented by the Brits own national hero, Winston Churchill, the V-for-victory sign poses severe danger of misinterpretation in the U.K

25、. If you flash the V palm outward, everythings hunky-dory - you will have just indicated victory or general approval. But, if you flash it with your palm facing yourself, it apparently means something akin to up yours. However, the same gesture may send different messages to those who have different

26、 cultural backgrounds. For example, putting the thumb and forefinger together to form a ring means: OK” for many countries across the worldYet, it means anus for the Brazilians, sexual invitation for Greeks and yen for the Japanese. In most countries around the world, people nod to express their app

27、roval while shaking ones head sends the message of refusal or disapproval. However, in some countries like Sri Lanks, Nepal, and India, people shake their heads to express agreement, and they nod their heads to show their disapproval. In China a speaker or performer clapping at the same time audienc

28、e applauds shows appreciation, mutual positive feeling. But to Americans it is immodest, applauding oneself. In America, patting on head is to give comfort, or encouragement, or to show affection, but in China, patting the head of a teenager or adult would cause displeasure and can be insulting. It

29、is a big insult to be touched on head by strangers, or probably the person who is touching would be killed. 2.3 Posture Posture refers to our body positions as a whole. Some people pay little attention to their postures. And some even neglect them completely. To them posture is next to nothing when

30、business communication is concerned. Unfortunately, this shows their ignorance about the nature of posture.Posture-whatever type it belongs to-sends different messages to other people. For example, when you stand in an upright position, you impress others as being energetic When you are sitting with

31、 a hand supporting your chin, you give others the impression that you are either deep in thinking or in the bluesWhen you lean forward while listening, it will strike the speaker that you are attentive and interested in what he is saying; but if you look away from time to time while listening, it wi

32、ll be interpreted as being either absent-minded or lacking interest; In a way we may say that our posture acts like a “l(fā)iberal messenger”, who is ready to send any message out in spite of its likely consequences.The reason why posture often goes unnoticed to so many people is that it follows ones na

33、tural habits and, therefore, it is subconscious in nature. 2.4 Eye contact Eye contact is an important aspect of body language. A simple eye gesture might be interpreted a diversity of meaning across cultures. Chinese avoid long direct eye contact to show politeness, or respect, or obedience, while

34、North Americans see eye contact as a sign of honesty and a lack of eye contact or shifty eyes as a sign of untruthfulness. A poor communicator: You fail to keep your eye contact on the person you are talking with.A good listener: You place your eye on the person who is speaking to you, which means y

35、ou are showing a sincere listening, respect and understanding.Showing respect and belief: You are looking up to the man who is making a speech with respect and belief.For self-respect: You are just looking straight at the man speaking , which shows you have a strong sense of self-respect.A warning l

36、ook: You staring at the man with sudden open eyes to indicate a kind of warning, you are not fair-play.Concealing a secret. You are talking with your dark glasses on. You dont want your listeners to see your eyes clearly, in other words, you dont want them to see your secrets. You are concealing som

37、ething. 2.5 Examples of kinetics or body Language 1) Brisk, erect walk-Confidence Standing with hands on hips -Readiness, aggression Sitting with legs crossed, foot kicking slightly - Boredom Sitting, legs apart - Open, relaxed Arms crossed on chest - DefensivenessWalking with hands in pockets, shou

38、lders hunched- DejectionHand to cheek- Evaluation, thinkingTouching, slightly rubbing nose-Rejection, doubt, lyingHands clasped behind back-Anger, frustration, apprehensionLocked ankles-ApprehensionHead resting in hand, eyes downcast-BoredomRubbing hands-AnticipationSitting with hands clasped behind

39、 head, legs crossed-Confidence, superiorityOpen palm-Sincerity, openness, innocenceTapping or drumming fingers-ImpatiencePatting/fondling hair-Lack of self-confidence; insecurityLooking down, face turned away-DisbeliefBiting nails-Insecurity, nervousnessPulling or tugging at ear-Indecision 3. Use of

40、 time The varying attitudes toward time and its utilization held by the various cultures in the world means that serious misunderstandings may arise in intercultural communication unless those individuals involved are aware of, and sensitive to, a number of basic considerations 3.1 Time in general C

41、ultures differ widely in the perception of time. Promptness, for example, is highly valued by Americans, who become insulted when kept waiting for an appointment or a visitors overdue arrival. The Japanese are extremely prompt, often to the second, in meeting with someone at an appointed time. In co

42、ntrast, individuals in Latin America and Middle East are extremely relaxed about punctuality.Americans and others in the Western world are said to live in the present and the near future and hence plan carefully. To the Hindu and Buddhist this life is only one among countless lives yet to come, mere

43、ly one dot in an endless serious of dots.3.2 Time carefully planned Americans look upon time as a present, tangible commodity, something to be used, something to be held accountable for. They spend it, waste it, save it, divide it, and are stewards of it, just as if they were handling some tangible

44、object. In order to use time well, they schedule the day and week and month carefully, set up timetables, and establish precise priorities. They prepare carefully for business conferences, for personal interviews, for group meetings of all types. This they assume to be an elementary aspect of effici

45、ency. Americans expect an invitation to a dinner or a request for a date or for any other social event to be proffered reasonably far in advance. In fact, often the last minute invitations, no matter how enticing, will be turned down basically because the recipient refuses to permit himself to be “s

46、ecured” at the last minute. But in the Arab and Asian world, many simply forget appointments and arrangements if they are planned too far in advance, and their last minute invitations are sincere, and certainly not to be interpreted as insults.3.3 Punctuality and tardiness The American divides up th

47、e day very precisely and communicates only during certain hours. He withholds communication during other hours, such as late at night or early in the morning, at which times only some emergency would initiate a telephone call, or a visit, to someone. But people of some other cultures do not divide t

48、he day too rigidly and are more liable to call at any time without being prompted by an emergency.For many situations Americans would consider tardiness of five minutes to be relatively serious and improperOther cultures would consider such an attitude to be a rather neurotic slavery to time. Many A

49、mericans abroad could avoid much frustration if they realized that someone in another culture would have to be fifteen or even as much as forty-five minutes tardy if he were to be considered as late in his time framework as five minutes is in Americans. In some cultures it is assumed that a busy imp

50、ortant person should come late. Hence, coming on time would only lower his prestige. Americans serving abroad have to clarify whether the beginning time of a scheduled meeting is to be “American” or “l(fā)ocal” time.4. Space and distance When two people are talking to each other, they tend to stand a sp

51、ecific distance apart. Each person has an invisible boundary around their body into which other people may not come. If someone pierces this boundary, they will feel uncomfortable and move away to increase the distance between them. Personal space Personal distance or interpersonal space is what ant

52、hropologists and sociologists might define as the distance consistently separating members of non-contact species. But people, unlike animals, determine personal distance culturally, not genetically, and so acceptable distance varies widely from country to countryAs is the case with most of our beha

53、vior, our use of space is directly linked to the value system of our culture. In some Asian cultures, for example, students do not sit close to their teachers or stand near their bosses, the extended distance demonstrates deference and esteem In some cultures individuals regard space as person territory and detest the invasion of their turf. The formal term for the amount of space around us or between us and ot