MBA 非语言沟通(简化).ppt

管理沟通第9讲非语言沟通 LessonNineNonverbalCommunicationPatterns 非语言沟通 除了语言之外的各种人际沟通方式包括形体语言 副语言 空间利用 时间安排 沟通的物理环境等 沟通的信息含量 55 视觉信息 38 声音信息 7 言语信息 非语言沟通与语言沟通的关系 重复矛盾代替强调 非语言沟通的主要信息功能 态度信息心理信息情绪信息相关信息 个人偏好 权利地位 情绪变化 身体语言 从他人的身体姿势了解其内心世界 万元服装同学排队借穿 为了能给招聘公司留下完美的第一印象 北京大学研究生三年级的张靓 化名 特意花巨资自我包装一把 先是到王府井某商场 一狠心从里到外买了全套服装 衬衫1100元 裤子1200元 上衣2300元 外套3000元 整套下来共花去近8000元 之后 又到西单一百货商场花500元买了一双皮鞋 在中关村商场买了一个700元的皮包 最后一狠心 在另一商场又购买了880元的护肤品套装 张靓买到合适 装备 的消息不胫而走 第二天就有同学上门借衣 7天里有20多名同学借衣服 张靓特意排了一个 应聘服装外借时间表 记者在采访中发现 许多毕业生都抱有这种心态 他们愿意花更多的钱打造求职 行头 就怕稍有疏忽 在面试中会被 毙 掉 在北京外国语大学一间女生寝室里 6名女生把自己面试时穿的衣服挂在一起 以便不同面试时穿 北京晨报2006年11月23日 InterculturalBusinessCommunication 3rded Chaney Martin Topics Chronemics time Proxemics space Oculesics gaze eyecontact Olfactics smell Haptics touch Kinesics bodylanguage Chromatics color Silence InterculturalBusinessCommunication 3rded Chaney Martin Time Chronemics Attitudestowardtimevaryfromculturetoculture Countriesthatfollowmonochronictimeperformonly1majoractivityatatime U S England Switzerland Germany Countriesthatfollowpolychronictimeworkonseveralactivitiessimultaneously LatinAmerica theMediterranean theArabs Monochronic PolychronicCultures doonethingatatimeconcentrateonthejobtaketimecommitmentsseriouslyarecommittedtothejobshowrespectforprivateproperty rarelyborroworlendareaccustomedtoshort termrelationships domanythingsatoncearehighlydistractibleconsidertimecommitmentscasuallyarecommittedtopeopleborrowandlendthingsoftentendtobuildlifetimerelationships MonochronicPeoplePolychronicPeople AttitudesTowardTime InterculturalBusinessCommunication 3rded Chaney Martin Space Proxemics PeopleintheU S tendtoneedmorespacethandopersonsofothercultures Webackawaywhenpeoplestandtooclose Standingtoocloseisinterpretedasbeingpushyoroverbearing standingtooclosemayalsobeinterpretedasunwelcomedsexualadvances Hall Hall UnderstandingCulturalDifferences SpaceZonesintheU S Intimatezone lessthan18inches isreservedforveryclosefriends Personalzone 18inchesto4feet isforgivinginstructionstoothersorworkingcloselywithanotherperson Socialzone 4to12feet isusedinbusinesssituationsinwhichpeopleinteractinamoreformal impersonalway Publicdistanceisover12feet U S peopleneedmorespacethandoGreeks LatinAmericans orArabs TheJapanesestandevenfartherawaythandoU S persons ElevatorProxemics Apsychologyprofessoratasouthernuniversitygavehisstudentsanassignmenttotestelevatorproxemics StudentsreportedtheusualU S behaviorsoffacingthefrontandwatchingtheilluminatedfloorindicator assumingtheFigLeafPosition hands purses briefcaseshangingdowninfrontofthebody andpositioningthemselvesincornersoragainstelevatorwalls Thentheprofessoraddedanotherassignment studentsweretobreaktherulesandgetontheelevator standatthefrontfacingtheotheroccupantsandjumpbackwardofftheelevatorjustbeforethedoorclosed Oneoftheelevatoroccupantswasheardtowhisper Call911 we vegotarealweirdohere Axtell 1998 InterculturalBusinessCommunication 3rded Chaney Martin TheOfficeEnvironmentandNonverbalMessages U S personspreferdesksandchairsinaface to facearrangementoratrightangles whiletheChineseprefertheside by sidearrangement IntheU S outsideofficeswithwindowshavemorestatusthaninsideoffices largeofficeshavemorestatusthansmallones thetopfloorhasmorestatusthanthefirstfloor InterculturalBusinessCommunication 3rded Chaney Martin Frenchtop levelexecutivesoccupythemiddleofanofficeareawithsubordinatesaroundthem TheJapanesedonotconsiderprivateofficesappropriate onlythehighestrankingofficershaveprivateofficesandmayhavedesksinlargeworkareasaswell InterculturalBusinessCommunication 3rded Chaney Martin Gaze EyeContact Oculesics AlthoughU S peoplefavordirecteyecontact inothercultures suchastheJapanese thereverseistrue theydirecttheirgazebelowthechin IntheMiddleEast ontheotherhand theeyecontactismoreintensethanU S peoplearecomfortablewith AprolongedgazeorstareintheU S isconsideredrude Inmostcultures mendonotstareatwomenasthismaybeinterpretedassexuallysuggestive InterculturalBusinessCommunication 3rded Chaney Martin Smell Olfactics AlthoughpeopleoftheU S respondnegativelytobodyodors Arabsarecomfortablewithnaturalbodyodors OtherculturesinwhichsmellplaysanimportantroleincludetheJapaneseandSamoans InterculturalBusinessCommunication 3rded Chaney Martin Touch Haptics Touch whenusedproperly maycreatefeelingsofwarmthandtrust whenusedimproperly touchmaycauseannoyanceandbetraytrust HierarchyisaconsiderationwhenusingtouchintheU S peoplewhoareolderorhigherrankedmaytouchthosewhoareyoungeroroflowerrank equalsmaytoucheachother InterculturalBusinessCommunication 3rded Chaney Martin Don tTouch Cultures JapanU S andCanadaEnglandScandinaviaOtherN Europeancountries InterculturalBusinessCommunication 3rded Chaney Martin MiddleGroundCultures AustraliaFranceChinaIrelandIndiaMiddleEastcountries InterculturalBusinessCommunication 3rded Chaney Martin Touch Cultures LatinAmericancountriesItalyGreeceSpainandPortugalSomeAsiancountriesRussianFederation InterculturalBusinessCommunication 3rded Chaney Martin LocationoftheTouchIsImportant AppropriatetouchintheU S islimitedtoshakinghandsinbusinesssituations nohugsorexpressionsofaffection InThailanddonottouchthehead DonottouchAsiansontheshouldersoreventhebackoftheworker schair AvoidtouchingapersonwiththelefthandintheMiddleEast InterculturalBusinessCommunication 3rded Chaney Martin BodyLanguage Kinesics Bodylanguageincludesfacialexpressions gestures postureandstance Tointerpretfacialexpressionscorrectly itisimportanttotakethecommunicationcontextandcultureintoaccount Peopleinsomeculturesrarelyshowemotion China Asianswillsmileorlaughsoftlywhentheyareembarrassed InterculturalBusinessCommunication 3rded Chaney Martin FacialExpressions Thefaceandeyesconveythemostexpressivetypesofbodylanguage includinghappiness surprise fear anger interest anddetermination Facialexpressionsmustbecontrolledwheninappropriatetothesetting yawningduringapresentation Axtell Gestures Gestures Axtell Gestures AdditionalGuidelinesforGesturinginVariousCultures The V forvictorygesture holdingtwofingersupright withpalmandfingersfacedoutward iswidelyusedintheU S andmanyothercountries InEngland however itisacrudeconnotationwhenusedwiththepalmin Axtell Gestures Thethumbs upgesturehasbeenwidelyrecognizedasapositivesignalmeaning everythingisO K or goodgoing AlthoughwellknowninNorthAmericaandmostofEurope inAustraliaandWestAfricaitisseenasarudegesture Theheadnodinmostcountriesmeans yes butinBulgariaitmeans no Axtell Gestures The O K sign withthethumbandforefingerjoinedtoformacircle isapositivegestureintheU S whileinBrazilitisconsideredobscene ThegesturehasstillanothermeaninginJapan money Thebeckoninggesture fingersupturned palmfacingthebody usedbypeopleintheU S forsummoningawaiter forexample isoffensivetoFilipinos asitisusedtobeckonanimalsandprostitutes VietnameseandMexicansalsofinditoffensive Axtell Gestures AnAmericanengineer senttoGermanybyhisU S companywhohadpurchasedaGermanfirm wasworkingsidebysidewithaGermanengineeronapieceofequipment WhentheAmericanengineermadeasuggestionforimprovingthenewmachine theGermanengineerfollowedthesuggestionandaskedhisAmericancounterpartwhetherornothehaddoneitcorrectly TheAmericanrepliedbygivingtheU S American OK gesture makingacirclewiththethumbandforefinger TheGermanengineerputdownhistoolsandwalkedaway refusingfurthercommunicationwiththeAmericanengineer TheAmericanlaterlearnedfromoneofthesupervisorsthesignificanceofthisgesturetoaGerman Youasshole InterculturalBusinessCommunication 3rded Chaney Martin PostureandStance Posturecanconveyself confidence status andinterest Confidentpeoplehavearelaxedposture yetstanderectandwalkwithassurance Walkingwithstoopedshouldersandaslow hesitatinggaitprojectsnegativemessagesoflackofconfidence InterculturalBusinessCommunication 3rded Chaney Martin Color Chromatics Colorshaveculturalvariationsinconnotations BlackisthecolorofmourningintheU S butwhiteisworntofuneralsbytheJapanese IntheU S whiteistypicallywornbybrides whileinIndiaredoryellowisworn Purpleissometimesassociatedwithroyalty butitisthecolorofdeathinMexicoandBrazil Red especiallyredroses isassociatedwithromanceinsomeculturesincludingtheU S Ricks BlundersinInternationalBusiness UnitedAirlinesunknowinglygotoffonthewrongfootduringitsinitialflightsfromHongKong