国际商务交际.ppt

Business Communication 1 Process lBrief eye contract signifies fear and stress; lProlonged eye contact can be intrusive and intimidating. 45 lGood eye contact enables the message sender to determine if a receiver is paying attention, showing respect, responding favorably, or feeling stress. lFrom the receiver perspective, good eye contact reveals the speakers sincerity, confidence, and truthfulness. 2) Facial expression l The expression on a communicators face can be almost as revealing of emotion as the eyes. 46 lResearchers estimate that the human face can display over 250,000 different expressions. For example, raising or lowering the eyebrows,squinting the eyes, swallowing nervously, clenching the jaw, smiling broadly 3) Posture and gestures lAn individuals general posture can convey anything from high status and self- confidence to shyness and submissiveness. 47 4) Time lHow we structure and use time tell observers about our personality and attitudes 5) Space lHow we arrange things in the space around us tells something about ourselves and our objectives. lThe way an office is arranged can send nonverbal messages about the openness and its occupant. lThe more formal the arrangement, the formal and closed the communication environment. 48 6) Territory lWe all maintain zones of privacy in which we feel comfortably. lIf some violates our territory, we feel uncomfortable and defensive and may step back to reestablish our space. l“space invader” 49 7) Appearance of business documents lThe way a letter, memo, or report looks can have either a positive or a negative effect on the receiver. lFor example, neat, professional,well- organized,and attractive letters or reports convey positive messages about both the content and the sender, while sloppy, hurriedly written documents convey negative messages. 50 8) Appearance of people lThe way you look-your clothing, grooming, and posture-telegraphs an instant nonverbal messages about your status, credibility, personality and potential. lPay attention to good grooming,including a neat hair-style,body cleanliness, polished shoes, and clean nails. lProject confidence in your posture both standing sitting. 51 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration Short breaths, “tsk” sound, clenched hands, wringing hands Steepled hands, hands behind back, hands on lapels of coat, broad gestures Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails 52 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration 6 Short breaths, “tsk” sound, clenched hands, wringing hands Steepled hands, hands behind back, hands on lapels of coat, broad gestures Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails 53 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration 6 Short breaths, “tsk” sound, clenched hands, wringing hands 4 Steepled hands, hands behind back, hands on lapels of coat, broad gestures Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails 54 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration 6 Short breaths, “tsk” sound, clenched hands, wringing hands 4 Steepled hands, hands behind back, hands on lapels of coat, broad gestures 2 Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails 55 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration 6 Short breaths, “tsk” sound, clenched hands, wringing hands 4 Steepled hands, hands behind back, hands on lapels of coat, broad gestures 2 Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away 3 Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails 56 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration 6 Short breaths, “tsk” sound, clenched hands, wringing hands 4 Steepled hands, hands behind back, hands on lapels of coat, broad gestures 3 Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away 2 Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures 5 Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails 57 Nonverbal Behavior and Perception A “Matching” Quiz 1. Insecurity 2. Defensiveness 3. Cooperation 4. Confidence 5. Nervousness 6. Frustration 6 Short breaths, “tsk” sound, clenched hands, wringing hands 4 Steepled hands, hands behind back, hands on lapels of coat, broad gestures 2 Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away 3 Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures 5 Clearing throat, “whew” sound, whistling, smoking, fidgeting, tugging ears 1 Pinching flesh, chewing pen, biting fingernails 58 Objective 6 Planning and Participating in Productive Meetings 1. Before the meeting 1) Consider alternatives lUnless a topic is important and pressing, avoid calling a meeting. lPerhaps an e-mail message, telephone call, or announcement would serve the purpose as well. 59 2) Invite the right people lTo make decisions, invite those people who have information and authority to make the decision and implement it. 3) Distribute an agenda lPrepare and distribute an agenda that includes: date and place of the meeting starting and ending time brief description of each topic, names of people responsible for any action proposed time allotment for each topic 60 2. During the meeting 1) Start on time and introduce the agenda lDiscuss the goal and length of the meeting lProvide background of topics for discussion lSuggest possible solutions and constraints lPropose a tentative agenda lClarify the ground rules for meeting 2) Appoint a secretary and a recorder lAsk one attendee to make a record of the proceedings, lAsk another person to record discussion topics on a flipchart or whiteboard. 61 3) Encourage the balanced participation lStrive to be sure that all participants views are heard and that no one monopolizes the discussion. lAvoid digressions by steering the group back to the topics on the agenda. 4) Confront conflict frankly lIf people disagree, encourage each to explain his or her position completely.Then, restate each position and ask for group comments. lThe group may modify a recommendation or a suggest alternatives before agreeing on a plan of action. 62 5) Summarize along the way lWhen the group seems to reach a consensus, summarize and see whether everyone agrees. 3. Ending th