跨文化商务沟通（英文版第6版）课件 第6章 口头沟通模式与非言语沟通模式

Chapter6

OralandNonverbalCommunicationPatterns

Copyright©2014PearsonEducation,Inc.2TopicsEvaluatethoughtpatternsUnderstandparalanguageAppreciateattitudestowardtimeanduseofspaceUnderstandtherolethateyecontact,smell,color,touch,bodylanguage,objects,signs,andsymbolsplayincommunicatingLearnhowsilenceisusedRecognizenonverballeakageCopyright©2014PearsonEducation,Inc.3Whatismeantbynonverbalcommunication?

Nonwordmessages,suchasgestures,facialexpressions,interpersonaldistance,touch,eyecontact,smell,andsilence.

Copyright©2014PearsonEducation,Inc.4CulturalDifferencesinPatternsofThoughtorProcessesofReasoningandProblemSolvingDeductivereasoning-goingfrombroadcategoriesorobservationstospecificexamples;U.S.personsusedeductivereasoning.Inductivereasoning-startwithfactsorobservationsandgotogeneralizations;Asiansuseinductivereasoning.Copyright©2014PearsonEducation,Inc.5ThoughtPatternsIncludeSpeedofMakingDecisionsU.S.managersmakequickdecisions.TheJapaneseuseaslowermethodofproblemsolving.Copyright©2014PearsonEducation,Inc.6Whatismeantbyparalanguage?

Whatdoesanincreasedrateofspeechsignify?(Impatienceoranger)Whatdoesanincreasedvolumeindicate?(perhapsangeroradesiretobeheard)Referstorate,volume,andqualitythataffectsthemeaningofthemessage.Copyright©2014PearsonEducation,Inc.7Differencesinloudnessofspeechisculturespecificandgenderspecific:Arabsspeakloudly;thisisanindicationofstrengthandsincerity.PeopleofthePhilippinesandThailandspeaksoftly;itindicatesbreedingandeducation.Malesusuallyspeaklouderthanfemalesandatalowerpitchthanfemales.RateofspeechvarieswiththeregionoftheU.S.;NorthernersspeakfasterthanSoutherners.Copyright©2014PearsonEducation,Inc.8NonverbalTopicsChronemics(time)Proxemics(space)Oculesics(gaze/eyecontact)Olfactics(smell)Haptics(touch)Kinesics(bodylanguage)Chromatics(color)SilenceNonverbalLeakageObjects,Signs,andSymbolsCopyright©2014PearsonEducation,Inc.9Time(Chronemics)

Attitudestowardtimevaryfromculturetoculture.Countriesthatfollowmonochronictimeperformonlyonemajoractivityatatime(U.S.,England,Switzerland,Germany).Countriesthatfollowpolychronictimeworkonseveralactivitiessimultaneously(LatinAmerica,theMediterranean,theArabs).Copyright©2014PearsonEducation,Inc.10Monochronic/PolychronicCulturesdoonethingatatimeconcentrateonthejobtaketimecommitmentsseriously arecommittedtothejobshowrespectforprivateproperty;rarelyborroworlendareaccustomedtoshort-termrelationshipsdomanythingsatoncearehighlydistractibleconsidertimecommitmentscasuallyarecommittedtopeopleborrowandlendthingsoften tendtobuildlifetimerelationshipsMonochronicPeople

PolychronicPeople

Copyright©2014PearsonEducation,Inc.11CulturalDifferencesin

AttitudesTowardTime

U.S.personsareverytimeconsciousandvaluepunctuality.Beinglateformeetingsisviewedasrudeandinsensitivebehavior;tardinessalsoconveysthatthepersonisdisorganized.GermansandSwisspeopleareevenmoretimeconscious;peopleofSingaporeandHongKongalsovaluepunctuality.Algeriansdonotregardpunctualityasimportant;LatinAmericancountrieshaveamañanaattitude;peopleinArabcultureshaveacasualattitudetowardtime.Copyright©2014PearsonEducation,Inc.12Space(Proxemics)PeopleintheU.S.tendtoneedmorespacethandopersonsofothercultures.U.S.personsbackawaywhenpeoplestandtooclose.Standingtoocloseisinterpretedasbeingpushyoroverbearingormayalsobeinterpretedasunwelcomedsexualadvances.Copyright©2014PearsonEducation,Inc.13SpaceZonesintheU.S.

Theintimatezone

(lessthan18inches)isreservedforveryclosefriends.Thepersonalzone

(18inchesto4feet)isforgivinginstructionstoothersorworkingcloselywithanotherperson.Thesocialzone

(4to12feet)isusedinbusinesssituationsinwhichpeopleinteractinaformal,impersonalway.Thepublicdistanceisover12feet.Copyright©2014PearsonEducation,Inc.14U.S.peopleneedmorespacethandoGreeks,LatinAmericans,orArabs.

TheJapanesestandevenfartherawaythandoU.S.persons.

Copyright©2014PearsonEducation,Inc.15ElevatorProxemicsApsychologyprofessoratasouthernuniversitygavehisstudentsanassignmenttotestelevatorproxemics.StudentsreportedtheusualU.S.behaviorsoffacingthefrontandwatchingtheilluminatedfloorindicator,assumingtheFigLeafPosition(hands/purses/briefcaseshangingdowninfrontofthebody),andpositioningthemselvesinthecornersoragainsttheelevatorwalls.Thentheprofessoraddedanotherassignment:studentsweretobreaktherulesandgetontheelevator,standatthefrontfacingtheotheroccupantsandjumpbackwardofftheelevatorjustbeforethedoorclosed.Oneoftheelevatoroccupantswasheardtowhisper,“Call911;we’vegotarealweirdohere”(Axtell,1998).Copyright©2014PearsonEducation,Inc.16TheOfficeEnvironmentand

NonverbalMessages

U.S.personspreferdesksandchairsinaface-to-facearrangementoratrightangles,whiletheChineseprefertheside-by-sidearrangement.IntheU.S.outsideofficeswithwindowshavemorestatusthaninsideoffices;largeofficeshavemorestatusthansmallones;thetopfloorhasmorestatusthanthefirstfloor.Frenchtop-levelexecutivesoccupythemiddleofanofficeareawithsubordinatesaroundthem.TheJapanesedonotconsiderprivateofficesappropriate;onlythehighestrankingofficershaveprivateofficesandmayhavedesksinlargeworkareasaswell.Copyright©2014PearsonEducation,Inc.17Gaze/EyeContact(Oculesics)AlthoughpeopleintheU.S.favordirecteyecontact,inothercultures,suchastheJapanese,thereverseistrue;theydirecttheirgazebelowthechin.IntheMiddleEast,ontheotherhand,theeyecontactismoreintensethanU.S.peoplearecomfortablewith.AprolongedgazeorstareintheU.S.isconsideredrude.Inmostcultures,mendonotstareatwomenasthismaybeinterpretedassexuallysuggestive.Copyright©2014PearsonEducation,Inc.18Smell(Olfactics)AlthoughpeopleoftheU.S.respondnegativelytobodyodors,Arabsarecomfortablewithnaturalbodyodors.OtherculturesinwhichsmellplaysanimportantroleincludetheJapaneseandSamoans.Copyright©2014PearsonEducation,Inc.19Touch(Haptics)Touch,whenusedproperly,maycreatefeelingsofwarmthandtrust;whenusedimproperly,touchmaycauseannoyanceandbetraytrust.HierarchyisaconsiderationwhenusingtouchintheU.S.:peoplewhoareolderorhigherrankmaytouchthosewhoareyoungeroroflowerrank;equalsmaytoucheachother.Copyright©2014PearsonEducation,Inc.20“Don'tTouch”CulturesJapanU.S.andCanadaEnglandScandinaviaOtherN.EuropeancountriesCopyright©2014PearsonEducation,Inc.21AustraliaFranceChinaIrelandIndiaMiddleEastcountriesMiddleGroundCountriesCopyright©2014PearsonEducation,Inc.22“Touch”CulturesLatinAmericancountriesItalyGreeceSpainandPortugalSomeAsiancountriesRussianFederationCopyright©2014PearsonEducation,Inc.23LocationoftheTouchIsImportantAppropriatetouchintheU.S.islimitedtoshakinghandsinbusinesssituations-nohugsorexpressionsofaffection.InThailanddonottouchthehead.DonottouchAsiansontheshouldersoreventhebackoftheworker'schair.AvoidtouchingapersonwiththelefthandintheMiddleEast.Copyright©2014PearsonEducation,Inc.24Severalyearsago,whenPresidentCarterwasmediatingpeacetalksbetweenEgyptandIsrael,AnwarSadatfrequentlyplacedhishandonPresidentCarter’sknee.Whilethissubtextualmessagewasintendedasagestureofwarmfriendship,thesubtlermessageSadatwasconveyingtotheworldwasthathewasPresidentCarter’sequal.Copyright©2014PearsonEducation,Inc.25BodyLanguage(Kinesics)Bodylanguageincludesfacialexpressions,gestures,andpostureandstance.Tointerpretfacialexpressionscorrectly,itisimportanttotakethecultureandthecommunicationcontextintoaccount.Peopleinsomeculturesrarelyshowemotion(China);Asianswillsmileorlaughsoftlywhentheyareembarrassed.Copyright©2014PearsonEducation,Inc.26FacialExpressionsThefaceandeyesconveythemostexpressivetypesofbodylanguage,includinghappiness,surprise,fear,anger,interest,anddetermination.Facialexpressionsmustbecontrolledwhentheyareinappropriatetothesetting(yawningduringapresentation).Copyright©2014PearsonEducation,Inc.27GesturesEmblemsorsymbols("V"forvictory)Illustrators(policeofficer'shandhelduptostoptraffic)Regulators(glancingatwatchwheninahurry)Affectdisplays(aperson'sfaceturnsredwithembarrassment)Copyright©2014PearsonEducation,Inc.28GeneralGuidelines

U.S.GesturesInterestisexpressedbymaintainingeyecontactwiththespeaker,smiling,andnoddingthehead.Open-mindednessisexpressedbyopenhandsandpalmsturnedupward.Nervousnessissometimesshownbyfidgeting,failingtogivethespeakereyecontact,orjinglingkeysormoneyinone’spocket.Copyright©2014PearsonEducation,Inc.29Suspiciousnessisindicatedbyglancingawayortouchingthenose,eyes,orears.Defensivenessisindicatedbycrossingthearmsoverthechest,makingfistedgestures,orcrossingthelegs.Lackofinterestorboredomisindicatedbyglancingrepeatedlyatone’swatchorstaringattheceilingorfloororoutthewindowwhenthepersonisspeaking.Copyright©2014PearsonEducation,Inc.30AdditionalGuidelinesforGesturinginVariousCultures

The“V”forvictorygesture(holdingtwofingersupright,withpalmandfingersfacedoutward)iswidelyusedintheUnitedStatesandmanyothercountries.InEngland,however,ithasacrudeconnotationwhenusedwiththepalmin.Copyright©2014PearsonEducation,Inc.31ThesymbolhasapositiveU.S.connotation;itisassociatedwiththeUniversityofTexasLonghornfootballteam.ThesymbolhasaninsultingconnotationinItaly.ThehornsareasignforgoodluckinBrazilandVenezuela.Inothercultures,suchasItalyandMalta,thehornsareasymboltowardoffevilspirits.ThissymbolhasvariousmeaningsinU.S.subculturesandshouldbeusedonlywhenyouaresuretheotherpersonunderstandsitsintendedmeaning.Theverticalhornsgesture(raisedfist,indexfingerandlittlefingerextended)Copyright©2014PearsonEducation,Inc.32Thethumbs-upgesturehasbeenwidelyrecognizedasapositivesignalmeaning“everythingisO.K.”or“goodgoing.”AlthoughwellknowninNorthAmericaandmostofEurope,inAustraliaandWestAfricaitisseenasarudegesture.Theheadnodinmostcountriesmeans“yes,”butinBulgariaitmeans“no.”Copyright©2014PearsonEducation,Inc.33The“O.K.”sign(thumbandforefingerjoinedtoformacircle)isapositivegestureintheU.S.,whileinBrazilitisconsideredobscene.ThegesturehasstillanothermeaninginJapan:money.Thebeckoninggesture(fingersupturned,palmfacingthebody)sometimesusedbyU.S.peopletosummonawaiterisoffensivetoFilipinosasitisusedtobeckonanimalsandprostitutes.VietnameseandMexicansalsofinditoffensive.Copyright©2014PearsonEducation,Inc.34 AU.S.engineer,senttoGermanybyhiscompanywhohadpurchasedaGermanfirm,wasworkingsidebysidewithaGermanengineeronapieceofequipment.WhentheU.S.engineermadeasuggestionforimprovingthenewmachine,theGermanengineerfollowedthesuggestionandaskedhisU.S.counterpartwhetherornothehaddoneitcorrectly.ThereplywastheU.S.“OK”gesture,makingacirclewiththethumbandforefinger.TheGermanengineerputdownhistoolsandwalkedaway,refusingtotalktotheU.S.engineer.TheU.S.engineerlaterlearnedfromoneofthesupervisorsthesignificanceofthisgesturetoaGerman:“Youasshole.”(Axtell,1998,pp.16-17)Copyright©2014PearsonEducation,Inc.35PostureandStancePosturecanconveyself-confidence,status,andinterest.Confidentpeoplehavearelaxedposture,yetstanderectandwalkwithassurance.Walkingwithstoopedshouldersandaslow,hesitatinggaitprojectsnegativemessagesoflackofconfidence.Copyright©2014PearsonEducation,Inc.36Interestisdemonstratedbyleaningforwardtowardthepersonwithwhomyouareconversing.ThepostureofU.S.personsiscasual,includingsittinginarelaxedmannerandslouchingwhenstanding(consideredrudeinGermany).Posturewhenseatedvarieswiththeculture;U.S.personsoftencrosstheirlegswhileseated(womenattheankleandmenwiththeankleontheknee).Copyright©2014PearsonEducation,Inc.37MostMiddleEasternerswouldconsidercrossingthelegwiththeankleonthekneeinappropriate.AvoidshowingthesoleofyourshoeorpointingyourfootatsomeoneintheArabworld.Followtheleadofpersonsoftheotherculture;assumetheposturetheyassume.Copy