《国际商务谈判（第二版）》课件Chapter 6

Chapter6VerbalandNonverbalCommunicationSkillsChapter

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VerbalandNonverbalCommunicationSkillsGoodcommunicationisasstimulatingasblackcoffee,andjustashardtosleepafter.—AnneMorrowLindberghContentsBackgroundInformation2

SectionATextStudy

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Humor5

SituationalDialogue7WordsandExpressions1SectionBTextStudy6Lead-in3Exercises8SectionAUnderstandingVerbalandNonverbalCommunicationChapter06

VerbalandNonverbalCommunicationSkillsWordsandExpressions1.initiate:

v.Ifyouinitiatesomething,youstartitorcauseittohappen.开始;发起—Theywantedtoinitiateadiscussiononeconomics.

他们想发起一次关于经济学的讨论。2.adjacency:

n.theattributeofbeingsonearastobetouching邻近;毗邻—Conversationstructureisthenaturalstructurethatlanguagefollows,suchasturn-takingandadjacencypairs.

会话结构是自然语言本身固有的的结构，如话轮和相邻对。3.tie-in:n.alink,relationship,orcoordination关联;关系;搭配—Thereisatie-inbetweensmokingandcancer.

吸烟与癌症有一定关联。backWordsandExpressions4.breach:

n.afailuretoperformsomepromisedactorobligation违背，违反—Thecongressmanwasaccusedofabreachofsecrecyrules.

这个国会议员被指控违反保密条例。5.innate:adj.Aninnatequalityorabilityisonethatapersonisbornwith.天生的;固有的—Americanshaveaninnatesenseoffairness.

美国人有一种天生的公平感。6.stimulus:

n.Astimulusissomethingthatencouragesactivityinpeopleorthings.刺激；刺激物—InterestratescouldfallsoonandbeastimulustotheUSeconomy.

利率可能很快会下降，从而刺激美国经济。7.elicit:

v.tocallforth(emotions,feelingsandresponses)诱出，引出—Icouldelicitnoresponsefromhim.

我从他那里套不到任何反应。backWordsandExpressions8.spillthebeans:divulgeconfidentialinformationorsecrets〈俚〉泄露秘密—Heissuretospillthebeansbeforelong.

用不了多久他准会走漏消息的。9.hone:

v.tosharpenwithahone;tomakeperfectorcomplete磨炼，训练（尤指技艺）—Theyhonetheirskillsintheireverydaylives.

他们在日常生活中磨炼才能。10.tailoff:Whensomethingtailsoff,itgraduallybecomeslessinamountorvalue,oftenbeforecomingtoanendcompletely.逐渐减少，变少—Thenumberoftouristsistailingoff.

游客的人数正在减少。11.pending:

adj.awaitingconclusionorconfirmation未决定的，将发生的—Allpendingorderwillbeexecutedthismonth.

所有未完成的订单将于本月内执行。backWordsandExpressions12.confrontational:adj.oforrelatingtoconfrontation对抗的，对抗性的—Thepoliceembarkedonaseriesofpotentiallyconfrontationalandpuzzlingacts.

警察展开了一连串带对抗性和令人费解的行为。13.scorn:

n.lackofrespectaccompaniedbyafeelingofintensedislike;opendisrespectforapersonorthing鄙视，轻蔑；受某人鄙视的人或事物—Theloser’sscornfortheawardispuresourgrape.

失败者对奖品的轻视纯粹是吃不到葡萄说葡萄酸。14.innuendo:

n.anindirect(andusuallymalicious)implication暗讽,讽刺，影射—Hehasbeensubjecttoacampaignofinnuendointhepress.

他一直受到新闻界指桑骂槐的影射。backBackgroundInformation1.DefinitionofcommunicationThereareseveraldifferentversionsofthedefinitionofcommunication.Inthisbook,communicationastheprocessofgeneratingmeaningbysendingandreceivingverbalandnonverbalsymbolsandsignsthatareinfluencedbymultiplecontexts.Thisdefinitionbuildsonotherdefinitionsofcommunicationthathavebeenrephrasedandrefinedovermanyyears.Infact,sincethesystematicstudyofcommunicationbeganincollegesanduniversitiesalittleoveronehundredyearsago,therehavebeenmorethan126publisheddefinitionsofcommunication.Inordertogetacontextforhowcommunicationhasbeenconceptualizedandstudied,let’slookatahistoryofthefield.backBackgroundInformation2.FormsofcommunicationThefivemainformsofcommunicationare

intrapersonal,interpersonal,group,public,andmasscommunication.Intrapersonalcommunication

iscommunicationwithoneselfusinginternalvocalizationorreflectivethinking.Interpersonalcommunicationiscommunicationbetweenpeoplewhoselivesmutuallyinfluenceoneanother.3)Groupcommunicationiscommunicationamongthreeor

morepeopleinteractingtoachieveasharedgoal.backBackgroundInformation2.Formsofcommunication4)Publiccommunicationisasender-focusedformofcommunicationinwhichonepersonistypicallyresponsibleforconveyinginformationtoanaudience.5)Masscommunication：Publiccommunicationbecomesmasscommunicationwhenitistransmittedtomanypeoplethroughprintorelectronicmedia.backBackgroundInformation3.BodylanguageBodylanguageisaformofnonverbalcommunication,whichconsistsofbodyposture,gestures,facialexpressions,andeyemovements.Humanssendandinterpretsuchsignalsalmostentirelysubconsciously.Bodylanguagemayprovidecluesastotheattitudeorstateofthemindofaperson.Forexample,itmayindicateaggression,attentiveness,boredom,relaxedstate,pleasure,amusement,andintoxication,amongmanyothercues.backBackgroundInformation4.Negotiationtactic:SilenceisgoldenWhenyourcounterpartisatalkerandyouwanttolearnasmuchasyoucanabouttheproduct,service,orcounterpartwithoutmakinganytypeofcommitment,sayingnothingandlettingyourcounterpartdoallthetalkingmaybethebesttactic.Ifyoudonotsayanything,thereisnothingfortheotherpersontocounter.5.InteractivelisteningskillsHowcanyoubesurethatyouunderstandthemessagesyourcounterpartiscommunicating?Whennegotiating,useinteractiveskillswhichincludeclarifying,verifying,andreflectingtobesurethatyouandyourcounterpartareonthesamepage:ClarifyingYouareclarifyingwhenyouusefacilitativequestionstofillinthedetails,getadditionalinformation,andexploreallsidesofanissue.backBackgroundInformation5.Interactivelisteningskills2)VerifyingYouareverifyinginformationwhenyouparaphrasethespeaker’swordstoensurethatyouunderstandhisorhermeaning.3)ReflectingYouarereflectingwhenyoumakeremarksthatacknowledgeandshowempathyforthespeaker’sfeelings.Tocreatewin-winoutcomes,youmustbeempathetic.Mostofuseasilyfeelempathyforapersonwhoisexperiencingsomethingwehaveexperiencedourselves.Buttrueempathyisaskill,notamemory.Negotiatorswhohavedevelopedthisskillcanbeempatheticevenwithcounterpartswithwhomtheyhavelittleincommon.Anegotiator’sabilitytoempathizehasbeenfoundtosignificantlyaffectthecounterpart’sbehaviorandattitudes.backBackgroundInformation6.NegotiatingusingaconsideredresponseWhenyouarenegotiating,learntodisciplineyourselfnottoprovidequickresponses.Whentheothersidemakesademand,ormakesyouanoffer,beitacceptableornot,don’trespondtoitwithaquick“yes”or“no.”TakingyourtimeUsesilenceandtimetoyouradvantage.Onceanofferordemandhasbeenmadebytheotherside,keepquietandthinkaboutitforawhile.Your“consideredresponse”givesgreaterweighttoyouranswer.MorecredibilityandrespectA“consideredresponse”givesyourresponsemorecredibilityandrespect.Your“no”becomesastronger“no.”Respondingwithaquick“yes”or“no”oftenforfeitstheopportunitytocreateabetter,moresatisfyingdealforbothsides.backBackgroundInformation7.Negotiatingmistakestoavoid•Donotunderestimateyourpower.Mostpeopletendtohavemorepowerthantheythink.Onlybymakingasystematicanalysisofpowercanyouunderstandyourstrengths.Yourbaseofpowerrestsonafoundationofmorethanjustcompetitionorfinancialmatters.Commitment,knowledge,risk-taking,hardwork,andnegotiatingskillsarealsorealsourcesofpower.•Donotassumethattheotherpartyknowsyourweaknesses.Assumethattheydonotandtestthatassumption.Youmaybebetteroffthanyouthink.•Don’tbeintimidatedbystatus.Wearesoaccustomedtoshowingdeferencetotitlesandpositionsthatwecarryourattitudestothenegotiatingtable.backBackgroundInformation7.Negotiatingmistakestoavoid•Don’tbeintimidatedbystatistics,precedents,principles,orregulations.Somedecisionsaremadeonthebasisorpremisesandprincipleslongdeadorirrelevant.Beskeptical.Challengethem.•Donotforgetthattheotherpartyisnegotiatingwithyoubecausetheybelievethereissomethingtogainbybeingthere.Youmaydiscoverthatthisnegotiation,nomatterhowsmallitis,ispartofalargerframeworkintheotherparty’sobjectives.Thisalonemayprovideyouwithgreaterbargainingpowerthanisapparentfromthesituation.Bepositiveinyourapproach.Assumethattheotherpartywantsagreementasmuchasyoudo.Iftheydon’t,learnwhy.backBackgroundInformation8.HowtodealwithnegotiatingfearNeverfeartonegotiate,nomatterhowgreatthedifferencesare.Itisimpossibleforbothpartiestorecognizewhereandhowanagreementcanbemadewithoutundertakingtheprocessofnegotiating.Thefinaloutcomeonlybecomesapparentafterextendeddiscussions.Nevergetpanickedintoafinalagreementbyatimedeadline.Itiseasytofallintothetimetrap.Beskepticalaboutdeadlines.Mostofthemarenegotiable.Ifyoumakeanerrorincomingtoanagreement,don’tbeafraidtoadmitit.Remember,negotiationisnotacontest.Don’tshyawayfromnegotiatingjustbecauseyouareafraidofmakingamistakeordoingpoorly.backLead-in

InSpringCantonFairin1993,aChineseyoungmanwasnegotiatingaboutachemicalproductexportwithanAmericanyoungwomaninher20s.Afterone-hourfiercediscussion,alltheothertermsandconditionsofthecontractwerefixedexcepttheprice.Aftersomesilence,theyoungmanofferedtheyoungwomanthelowestprice:USD2,100pertonFOBQingdao,China.“Isitthelowestprice?”theAmericanyoungwomenasked,lookingattheyoungmandirectly.Nowomenlookedathimlikethisbefore,especiallyayoungbeautifulgolden-hairedwoman.Theyoungmanfeltalittlebitshyandlookedawaywhilehesaid“Yes,itis.”Tohissurprise,theAmericanyoungbusinesswomanleftthetableandneverreturned.backLead-in

Onemonthlater,hemetaCanadiandelegationandtoldthestorytohiscustomer.“Youmadeabigmistake.”TheCanadiancustomersaidandtoldhimthesecret.Fortunately,inAutumnCantonFairinthesameyear,theyoungmanmetanotherAmericanbusinesswomaninher30s.Thistimehewasconfidentwiththelessonlearned.Whenthebargainingpartcame,theyoungmansaid:“USD2,300pertonFOBQingdao,China,thelowestprice!”withhiseyesfirmlylookingbackattheAmericanwoman.Surprisingly,with$200higherthanlasttime,theAmericanwomandidnotbargainandaccepteditpleasantly.Thecontractwassigned.backLead-inWhydidtheyoungmanfailthebusinessbutsucceedlater?Whatlessoncanyoulearnfromthiscase?QuestionsbackSectionAUnderstandingVerbalandNonverbalCommunicationTextStudyLanguageandsocialcontextPrinciplesofverbalcommunicationTypesofnonverbalcommunicationbackLanguageandsocialcontextSocialcontextSociety&cultureinfluencethewordsLanguageSocietyCultureWordsThewordsinfluencesociety&cultureTherelationshipbetweenlanguageandsocialcontextisacyclicalrelationship.backPrinciplesofVerbalCommunication

Principlesofverbalcommunicationrules:explicitConversationalInteractionsocialnorms:implicitbackPrinciplesofverbalcommunicationsocialnormsturntakingadjacencypairsbeginaconversationendaconversationbackTypesofnonverbalcommunicationKinesicsHapticsHeadmovements&posturetouchEyecontactFacialexpressionsahandshakeapat…Whatdoyouthinkofnonverbalcommunication?backSectionAUnderstandingVerbalandNonverbalCommunicationDiscussionQuestions1.Whataretheprinciplesofverbalcommunicationinsocialcontext?2.Whatarethemaintypesofnonverbalcommunication?backHumor:TheSunshinetoLifeInstantColorTVIn1962therewasonlyoneTVchannelinSweden,anditbroadcastinblackandwhite.Thestation’stechnicalexpert,KjellStensson,appearedonthenewstoannouncethat,thankstoanewtechnology,viewerscouldconverttheirexistingsetstodisplaycolorreception.AlltheyhadtodowastopullanylonstockingovertheirTVscreen.Stenssonproceededtodemonstratetheprocess.Thousandsofpeopleweretakenin.RegularcolorbroadcastsonlycommencedinSwedenonApril1,1970.backSectionBANegotiationAchingtoFindWayOutQuestionsforConsideration1.Howdidthesellerpersuadethecouplesuccessfullythroughquestions?2.Whatkindsofquestionsareusedduringthissellingprocess?3.Whatcanyoulearnfromthiscarseller?backSituationalDialogueinNegotiationInsuranceisanagreementbywhichtheinsurersbecomeliable,whilstthepolicyholderpay(s)apremium,toindemnifyhim(them)orthecarrier(s)ofanorderincasethatadamageissufferedduetoanaccidentaleventcalledriskandwhichiscoveredintheaforementionedagreement.Buyersandsellers,dependingonthechosenincoterm,arefreetounderwriteaninsuranceornot,exceptwithcertaindestinationswhereinsuranceiscompulsory.Mr.Zhang,thesalesmanagerofABCCo.,Ltd.,istalkingabouttheinsuranceofimportedbulklinseedoilwithMr.Green,exporterofBelgiumlinseedoilplant.Dialoguesample

Seller:Mr.Zhang?Wemakeanappointmentlasttimetohavea

discussiononinsuranceat8:00yourtimetoday.I’mherenow.

InsurancebackSituationalDialogueinNegotiationBuyer:Oh,I’mherewaitingonlineforyounow.Youarealwayspunctual.Seller:Ibelievewewillbesurelysuccessfulinourcooperativebusiness.Buyer:Iagreewithyou.Thereisagreatdemandoflinseedoilinourmarketrecently.Wehavereceivedsomanyinquiriesandordersthesedays.Wearethinkingofplacinganadditionalorderwithyoufor1,000MTlinseedoilofthesamegradeatonceifthisorderof1,000MTlinseedoilissatisfactory.Seller:Wonderful!Itseemswehavetoquickenthenegotiationprocess.ShallIhaveyourspecificrequirements?InsurancebackSituationalDialogueinNegotiationBuyer:Thanks.OurpriceisconfirmedbyCIFQingdao.Thatmeansyoursidewillbuytheinsuranceandbeartheinsurancepremium.Thatwillspareusthetroubletogotoourunderwriterandsavesusmuchtime.Seller:Yousaidit.Actually,itisourinteresttoinsurethegoodsourselves.Besides,ourinsurancecompanyRoyaleBelge,formerlycalledAXABelgium,canoffergoodservices.Ithasagenciesinparticularlyallthecitiesoftheworld.Ifanydamageorlossoccurs,youmayfileaclaimwithyourlocalinsuranceagentwithin60daysafterthearrivalofthegoods.Ofcourse,yourclaimshouldbesupportedbyasurveyreport.ThenRoyaleBelgewillundertaketocompensateyouforthelossesaccordingtotherisksinsured.InsurancebackSituationalDialogueinNegotiationBuyer:Youaresoprofessionalandacquainted.Wait,Icopythesedown.Seller:Solovelyyouare.Buyer:It’sOKnow.Willyougiveusapremiumrebateasotherunderwriterdo?Seller:I’mafraidweareunabletocomplywithyourrequest.Theinsuranceratesofferedbyourunderwritersrunmuchlowerthanthoseinotherdirections.Buyer:Well,inthatcase,Isupposewehavetobecontentwithwhatyoucando.Onemorething,you’llcoverWPAandWarRisksthataregeneralclausesofmarineinsurance,won’tyou?Seller:Well,wecancoverallbasicrisksandadditionalrisksarerequiredsolongasitisstipulatedintheOceanMarineCargoClausesofRoyaleBelge.Buyer:ThendoyoucoverrisksotherthanWPAandWarRisks?Seller:Certainly.WecanofferRisksofLeakage,Freshand/orRainWaterDamage,HookDamage,BreakageofPacking,Clashing,TPNDandsoforth.Buyer:IsupposetheyareclassifiedunderExtraneousRisks.InsurancebackSituationalDialogueinNegotiationSeller:Yes.AlmostthesameinsuranceregulationsthatofPICC.Buyer:Anotherthing,I’dliketohavetheinsurancecoveredat120%oftheinvoiceamount.Doyouthinkthatcanbedone?Seller:Ithinkso.Butpleasenotethatourinsurancecoveragefor110%oftheinvoicevalue,notfor120%.Thus,theextrapremiumshouldbebornbyyou.Buyer:That’sunderstood.Sohappytalkingwithyou.Seller:Doesitmeanyouareleavingsoon?Howaboutcomplaintsandclaims?Buyer:I’dsuggestleavingthistopictilltomorrow,asit’sratherlatenow.Seller:Allright.Let’scallitaday.InsurancebackSituationalDialogueinNegotiationWorkinpairswiththefollowingsituation.Mr.S,animporterfromtheUSA,hasdiscussedwithMr.White,asalesrepresentativefromanimportandexportcorporationofChina,allthedetailsofinsurance.Pleasemakeupadialoguegoingoverallthedetailsandcometoaconclusion.Role-playTaskbackExercises1)Languageandsocialcontextareinteractedoneachother.2)Wearriveatmeaningthroughconversationalinteraction,whichfollowsmanysocialnormsandrules.3)Turntakingisonesocialnormthatorganizesourcommunication.4)Changingthetopicwithoutfollowingsuchsocialconventionsmightindicatetotheotherpersonthatyouwerelisteningoraresimplypolite.5)Endingaconversationwithengaginginsociallyacceptable“leave-takingbehaviors”wouldbeconsideredabreachofsocialnorms.1.Trueorfalse.backTTTFFExercises6)Generallyspeaking,itisnotnecessaryforpeopletosaytheyhavetoleavebeforetheyactuallydoinAmericanculture.7)Aheadnodisauniversalsignofacknowledgementincultureswheretheformalbowisnolongerusedasagreeting.8)Certaineyebehaviorshavebecometiedtopersonalitytraitsoremotionalstates.9)Facialexpressionsaretypicallyviewedasinnateandseveralareuniversallyrecognizable,sotheyarealwaysconnectedtoanemotionalorinternalbiologicalstimulus.10)Atthefunctional-professionalandsocial-politelevels,touchdoesn’thaveinterpersonalimplications.1.Trueorfalse.backFTTFFExercises1)Sincethetwocountriessharegeographical___________,culturalidentityandstrongeconomiccomplementary,theyhavehugepotentialsforcooperation.2)Onesnootyenvoyseemstoregardmeetinganyonebelowtheprimeministerasa___________ofprotocol.3)Allhumanbeingshavea(n)___________desiretoovercomesuffering,tofindhappiness.4)Falsetwo-piecedress,enoughunique,convenient,alsosaveswearing___________problem.5)Regardeachfailureasa___________tofurtherefforts.6)Thistermwewill___________anewteachingplan.2.Completethesentenceswiththewordsfromthebox.backa.stimulusb.innatec.initiated.adjacencye.tie-inf.breachdfbeacExercisesWhatarecertainunitsofspeechthatfacilitateturntaking?Adjacencypairsarerelatedcommunicationstructuresthatcomeoneaftertheother(adjacenttoeachother)inaninteraction.Thesearetheskeletalcomponentsthatmakeupourverbalinteractions,andtheyarelargelysocialinthattheyfacilitateourinteractions.2)Whatistherelationshipbetweenlanguageandsocialcontext?Societyandcultureinfluencethewordsthatwespeak,andthewordsthatwespeakinfluencesocietyandculture.Itisacyclicalrelationship.3)Whatarethetypesofnonverbalcommunication?Therearedifferenttypesofnonverbalcommunication.Theyarekinesics,andhapticsetc.3.Briefquestions.backExercises4)Howdoyoudefinekinesics?Thewordkinesicscomesfromtherootwordkinesis,whichmeans“movement,”andreferstothestudyofhand,arm,body,andfacemovements.Specifically,itoutlinestheu