商务沟通英语ppt-2

CHAPTER2:ESSENTIALELEMENTSOFCOMMUNICATIONTHEORYFramework•2.1verbalcommunication(VC)•2.2nonverbalcommunication(NVC)•2.3elementsofcommunication•2.4summary2.1VERBALCOMMUNICATION(VC)•Verbalcommunicationreferstothecommunicationthatiscarriedouteitherinoralorinwrittenformwiththeuseofwords(Xu,Xianguang,1997).Characteristics•Expressingallkindsofideas•Keepinganddisseminatinginformation•Moreclarifiedandefficientthanotherways2.1.1EXPRESSINGALLKINDSOFIDEAS•Theuniquenessofverbalcommunicationisinthatitcanbestexpressallideaswewanttoexpress.Forexample,asamanagerofmarketdepartment,ifyouhaveanidea,youcantalkitoverwithyourassistant'stoseehowhe/theyfeel(s)aboutit.Besides,youcanalsoholdameetingtodiscuss;oryoucansendaquestionnairetothosepeopleconcernedtogetafeedback.2.1.2KEEPING&DISSEMINATINGINFORMATION•Supposeyouwanttodoabetterjobfortheideayouhaveinmind.Beforeyougotoanyonetoshareyourideawith,you’dbetterstoreyourideaintothecomputer.Withthehelpofthecomputer,youcanmodifyanddeveloptheimmatureone.Inthisway,youwillfeelmoreconfidentwhentalkingwithotherpeopleabouttheidea.2.1.3MORECLARIFIED&EFFICIENTTHANOTHERWAYS•Somepeoplemayarguethatbesidesverbalcommunication,humanbeingsmayhaveotherwaysforcommunication.Forexample,theycanusegesturesofsomeestablishedwayslikebeatingdrums(asinAfrica)orblowinghorns(asinAsia)tosendmessages.Itistruethatsuchwaysdoworkinagivenareaorgiventime,butnoneofthemcanbecomparedtotheverbalwaywhichisusedtheworldover.MINICASEpp56•(AboutChinesestudentsinCanada)•Inthecaseabove,themisunderstandingabouttheChinesewayofentertainingguestsandfornegotiationsisverytypicalincross-culturecontacts.However,misunderstandingsormisperceptionscannotbecorrectedunlessthepeopleconcernedtalkthemoverinaverbalway.Ofcourse,arealunderstandingofanation’scultureinvolvesotherfactors.Butverbalcommunicationcertainlyfunctionsastheprerequisiteforarealunderstandingbetweeneachother,especiallyforthosepeoplewithdifferentculturalbackgrounds.•Inmostcases,verbalcommunicationworksfasterandmoreefficientlythanotherways,andthisisespeciallytruewhenpeoplearefarawayfromeachother.•Believeitornot,communicationinaverbalwayhasmadeourcommunicationeasier,moreconvenient,andmoreeffective.2.2NONVERBALCOMMUNICATION(NC)•Nonverbalcommunicationreferstothecommunicationwhichisnotcarriedoutinwords,butthroughone’svoicequalities,facialexpressions,gestures,bodymovements,orattitudestowardsspacesandtime,etc.Nonverbalcommunicationusedtobeneglectedbymanypeople,simplybecauseofitsnonverbalnature.Butthingsaredifferentnow,businesspeoplearepayingmoreandmoreattentiontononverbalwaysintheircommunications.2.2.1VOICEQUALITIES•VolumeVolumereferstotheloudnessofone’svoice.Wedoneedaloudvoice,butweseldomuseit.Instead,weusethemediumorlowvoicewhenwecommunicatewitheachother.Volumecanaddcolortowhatyousay,anditcanalsotellotherpeoplewhatkindofpersonyouare.•RateRatereferstothespeedwespeak.Althoughbusinesspeopleshouldalwaysspeakinahurriedorveryfastway.Actually,unlessthereissomethingreallyurgent,weshouldtrytospeakatanormalspeed,whichisabout110-150wordsperminute.Thosewhocannotcontroltheirspeakingratewillonlyimpressothersasbeingimpatientorlackofpropermanner.Peopletendtohavetrustinthosewhospeakwithamoderaterateandamediumvolume.•PitchPitchreferstotheraiseandfallofone’stone.Peoplegenerallywillnotfeelcomfortablewhentheyhearahigh-pitchedvoice,nomatterhowimportantitmaybe.Ahigh-pitchedvoiceoftenmakespeoplenervous.Besides,itsoundsmorelikescoldingthantalking.However,pitchcanbecharmingandeffectivewhenusedproperly.2.2.2FACIALEXPRESSIONS•MovementofeyebrowsandeyesThemovementofeyebrowscarriesmessageslikegreeting,surprise,fear,etc.Generallyspeaking,Westernersusemoreeyebrowmovementstoconveymessagesthaneasternersdo.Eyecontactisanimportantchannelfornonverbalcommunication.Anumberofcountrieshavedescribedeyesas“thewindowofone’smind”.MINICASEpp61•(Areturnforatoybear)•Thecaseabovehasshownusthateyecontactdoeshaveits”magic”.However,thisdoesnotmeanthateyecontactistheprerequisiteforinterpersonalcommunication.Infact,differentnationshavedifferentculturesrelatingtoeyecontact.•SmileSmileisaverycommonyeteffectivewayofnonverbalcommunication,andithasanempathicimpactonotherpeople.Notonlytheemployees,butmanagersthemselvesneedsmiletraining,too.Asmilefromamanagerwillgivemoreencouragementtotheemployeesthangoodwordswithnofacialexpressions.2.2.3GESTURES•Gesticulationisanotherindispensableelementfornonverbalcommunication.•Differentgesturesexpressdifferentmessagesandsomegesturesseemtobeknownbyall.•However,thesamegesturemaysenddifferentmessagestothosewhohavedifferentculturalbackgrounds.MINICASEpp63-64•(Chineseengineerexpresseshisappreciation)•Naturally,abusinesspersoncouldnothaveacompleteknowledgeofallothercultures,customsandsoon.Butabusinesspersonshouldlearn,asmuchaspossible,someoftheknowledgeofthisdiscipline.Andasaruleofthumb,youshouldnothesitatetoaskforexplanationorclarificationifyouspotanydubioussignsfromyourpartnersinyourcommunications.2.2.4POSTURE•Posturereferstoourbodypositionsasawhole.•Posturesenddifferentmessagestootherpeople.Inawaywemaysaythatourpostu