Chapter 3跨商务文化交际.ppt

Introductory Case 《三国演义》中“空城计”的故事就是用非言语交际一个例子：诸葛亮得知司马懿的大队人马即将兵临空城之下，却命令一些老弱残兵洞开城门，打扫街道，同时自己泰然自若地坐在城头上弹琴作乐。司马懿来到城下，看到这番情景，狐疑诸葛亮对自己的偷袭早有准备，于是撤兵而走。在这个故事里，诸葛亮与司马懿之间没有说过一句话，没有书信来往，即是说，没有言语交际。但是他们之间却交换了信息，他们是全部运用非言语语进行了交流。 How often have we listened to someone speak and wondered what the speaker really was saying. We may agree intuitively with the words, but in the back of our minds we feel that there is more to the message than the words. We may even come to the conclusion that the speaker means the opposite of what he says. We may base our judgment on an evaluation of tone, intonation, emphasis, facial expressions, gestures and hand movements, distance, and eye contact—in short, nonverbal signals or the silent language. 1. Nonverbal Communication Nonverbal Behavior Importance of NVC Some researchers maintain that in face-to-face communication up to 93 percent (65-93%) of an oral message is communicated nonverbally and that the nonverbal elements are a much better indicator of the true meaning than the actual words. When nonverbal and verbal messages appear inconsistent, most of us tend to believe NV. NV behavior spontaneously reflects the speaker’s sub-consciousness. the nonverbal message. Functions of NVC 非语言交际通常与语言交际结合进行，在不同的情况下作用不同，大致上起补充Complementing、否定Contradicting 、重复Repeating 、调节Regulating 、替代Substituting或强调Accenting的作用。 我们在机场欢迎客人，一边说：Welcome to Beijing，一边热烈握手。这握手的动作是对所说的话的一种补充。 当你接到你不喜欢的礼物时，尽管嘴里说如何如何喜欢，但脸上的表情却流露出你的真实的不愉快的表情，也就是说，你的表情否定了你所说的话。 我们有时一边说话一边用手势表达同样的意思。例如，一边说要两杯饮料，一边伸出两个手指，重复已经发出的信息。 在两个人谈话时，常用眼神和语调表示下面该是谁讲话，调节相互的关系。 交通警察指挥机动车辆使用非语言手段手势或指挥捧替代语言交际。 在人们讲话时，常常用手势加强语气，或强调某一个论点。 Factors Influencing NVC Cultural background. people from different cultures attach different meanings to non-verbal signals. EG: In Western cultures eye contact can signify honesty, whereas in Asian cultures it may indicate rudeness. Gender. Men and women often use different nonverbal language. Men in Western cultures tend to be more outspoken than women. Socioeconomic back