1、 Chapter 6Verbal and NonverbalCommunication SkillsChapter 06Verbal and Nonverbal Communication SkillsGood communication is as stimulating as black coffee,and just as hard tosleep after.Anne Morrow LindberghContents Background Information2 Section A Text Study 4 Humor5 Situational Dialogue 7 Words an
2、d Expressions1Section B Text Study6 Lead-in3 Exercises8Section A Understanding Verbal and Nonverbal CommunicationChapter 06Verbal and Nonverbal Communication SkillsWords and Expressions1.initiate:v.If you initiate something,you start it or cause it to happen.开始;发起They wanted to initiate a discussion
3、 on economics.他们想发起一次关于经济学的讨论。2.adjacency:n.the attribute of being so near as to be touching 邻近;毗邻Conversation structure is the natural structure that language follows,such as turn-taking and adjacency pairs.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.a link,relationship,or coordination 关联;关系;搭配There is a
4、tie-in between smoking and cancer.吸烟与癌症有一定关联。backbackWords and Expressions4.breach:n.a failure to perform some promised act or obligation 违背，违反 The congressman was accused of a breach of secrecy rules.这个国会议员被指控违反保密条例。5.innate:adj.An innate quality or ability is one that a person is born with.天生的;固有的
5、 Americans have an innate sense of fairness.美国人有一种天生的公平感。6.stimulus:n.A stimulus is something that encourages activity in people or things.刺激；刺激物Interest rates could fall soon and be a stimulus to the US economy.利率可能很快会下降，从而刺激美国经济。7.elicit:v.to call forth(emotions,feelings and responses)诱出，引出I could
6、 elicit no response from him.我从他那里套不到任何反应。backbackWords and Expressions8.spill the beans:divulge confidential information or secrets俚泄露秘密He is sure to spill the beans before long.用不了多久他准会走漏消息的。9.hone:v.to sharpen with a hone;to make perfect or complete 磨炼，训练（尤指技艺）They hone their skills in their ever
7、yday lives.他们在日常生活中磨炼才能。10.tail off:When something tails off,it gradually becomes less in amount or value,often before coming to an end completely.逐渐减少，变少The number of tourists is tailing off.游客的人数正在减少。11.pending:adj.awaiting conclusion or confirmation 未决定的，将发生的All pending order will be executed thi
8、s month.所有未完成的订单将于本月内执行。backbackWords and Expressions12.confrontational:adj.of or relating to confrontation 对抗的，对抗性的The police embarked on a series of potentially confrontational and puzzling acts.警察展开了一连串带对抗性和令人费解的行为。13.scorn:n.lack of respect accompanied by a feeling of intense dislike;open disres
9、pect for a person or thing 鄙视，轻蔑；受某人鄙视的人或事物The losers scorn for the award is pure sour grape.失败者对奖品的轻视纯粹是吃不到葡萄说葡萄酸。14.innuendo:n.an indirect(and usually malicious)implication 暗讽,讽刺，影射He has been subject to a campaign of innuendo in the press.他一直受到新闻界指桑骂槐的影射。backbackBackground Information1.Definition
10、 of communication There are several different versions of the definition of communication.In this book,communication as the process of generating meaning by sending and receiving verbal andnonverbal symbols and signs that are influenced by multiple contexts.This definition builds on other definition
11、s of communication that have been rephrased and refined over many years.In fact,since the systematic study of communication began in colleges and universities a little overone hundred years ago,there have been more than 126 published definitions of communication.In order to get a context for how com
12、munication has been conceptualized and studied,lets look at a history of the field.backbackBackground Information2.Forms of communication The five main forms of communication are intrapersonal,interpersonal,group,public,and mass communication.1)Intrapersonal communication is communication with onese
13、lf using internal vocalization or reflective thinking.2)Interpersonal communication is communication between people whose lives mutually influence one another.3)Group communication is communication among three or more people interacting to achieve a shared goal.backbackBackground Information2.Forms
14、of communication4)Public communication is a sender-focused form of communication in which one person is typically responsible for conveying information to an audience.5)Mass communication：Public communication becomes mass communication when it is transmitted to many peoplethrough print or electronic
15、 media.backbackBackground Information3.Body language Body language is a form of nonverbal communication,which consists of body posture,gestures,facial expressions,and eye movements.Humans send and interpret such signals almost entirely subconsciously.Body language may provide clues as to the attitud
16、e or state of the mind of a person.For example,it may indicate aggression,attentiveness,boredom,relaxed state,pleasure,amusement,and intoxication,among many other cues.backbackBackground Information4.Negotiation tactic:Silence is golden When your counterpart is a talker and you want to learn as much
17、 as you can about the product,service,or counterpart without making any type of commitment,saying nothing and letting your counterpart do all the talking may be the best tactic.If you do not say anything,there is nothing for the other person to counter.5.Interactive listening skills How can you be s
18、ure that you understand the messages your counterpart is communicating?When negotiating,use interactive skills which include clarifying,verifying,and reflecting to be sure that you and your counterpart are on the same page:1)Clarifying You are clarifying when you use facilitative questions to fill i
19、n the details,get additional information,and explore all sides of an issue.backbackBackground Information5.Interactive listening skills2)Verifying You are verifying information when you paraphrase the speakers words to ensure that you understand his or her meaning.3)Reflecting You are reflecting whe
20、n you make remarks that acknowledge and show empathy for the speakers feelings.To create win-win outcomes,you must be empathetic.Most of us easily feel empathy for a person who is experiencing something we have experienced ourselves.But true empathy is a skill,not a memory.Negotiators who have devel
21、oped this skill can be empathetic even with counterparts with whom they have little in common.A negotiators ability to empathize has been found to significantly affect the counterparts behavior and attitudes.backbackBackground Information6.Negotiating using a considered response When you are negotia
22、ting,learn to discipline yourself not to provide quick responses.When the other side makes a demand,or makes you an offer,be it acceptable or not,dont respond to it with a quick“yes”or“no.”Taking your time Use silence and time to your advantage.Once an offer or demand has been made by the other side
23、,keep quiet and think about it for a while.Your“considered response”gives greater weight to your answer.More credibility and respect A“considered response”gives your response more credibility and respect.Your“no”becomes a stronger“no.”Responding with a quick“yes”or“no”often forfeits the opportunity
24、to create a better,more satisfying deal for both sides.backbackBackground Information7.Negotiating mistakes to avoid Do not underestimate your power.Most people tend to have more power than they think.Only by making a systematic analysis of power can you understand your strengths.Your base of power
25、rests on a foundation of more than just competition or financial matters.Commitment,knowledge,risk-taking,hard work,and negotiating skills are also real sources of power.Do not assume that the other party knows your weaknesses.Assume that they do not and test that assumption.You may be better off th
26、an you think.Dont be intimidated by status.We are so accustomed to showing deference to titles and positions that we carry our attitudes to the negotiating table.backbackBackground Information7.Negotiating mistakes to avoid Dont be intimidated by statistics,precedents,principles,or regulations.Some
27、decisions are made on the basis or premises and principles long dead or irrelevant.Be skeptical.Challenge them.Do not forget that the other party is negotiating with you because they believe there is something to gain by being there.You may discover that this negotiation,no matter how small it is,is
28、 part of a larger framework in the other partys objectives.This alone mayprovide you with greater bargaining power than is apparent from the situation.Be positive in your approach.Assume that the other party wants agreement as much as you do.If they dont,learn why.backbackBackground Information8.How
29、 to deal with negotiating fear Never fear to negotiate,no matter how great the differences are.It is impossible for both parties to recognize where and how an agreement can be made without undertaking the process of negotiating.The final outcome only becomes apparent after extended discussions.Never
30、 get panicked into a final agreement by a time deadline.It is easy to fall into the time trap.Be skeptical about deadlines.Most of them are negotiable.If you make an error in coming to an agreement,dont be afraid to admit it.Remember,negotiation is not a contest.Dont shy away from negotiating just b
31、ecause you are afraid of making a mistake or doing poorly.backbackLead-in In Spring Canton Fair in 1993,a Chinese young man was negotiating about a chemical product export with an American young woman in her 20s.After one-hour fierce discussion,all the other terms and conditions of the contract were
32、 fixed except the price.After some silence,the young man offered the young woman the lowest price:USD 2,100 per ton FOB Qingdao,China.“Is it the lowest price?”the American young women asked,looking at the young man directly.No women looked at him like this before,especially a young beautiful golden-
33、haired woman.The young man felt a little bit shy and looked away while he said“Yes,it is.”To his surprise,the American young business woman left the table and never returned.backbackLead-in One month later,he met a Canadian delegation and told the story to his customer.“You made a big mistake.”The C
34、anadian customer said and told him the secret.Fortunately,in Autumn Canton Fair in the same year,the young man met another American business woman in her 30s.This time he was confident with the lesson learned.When the bargaining part came,the young man said:“USD 2,300 per ton FOB Qingdao,China,the l
35、owest price!”with his eyes firmly looking back at the American woman.Surprisingly,with$200 higher than last time,the American woman did not bargain and accepted it pleasantly.The contract was signed.backbackLead-in1.Why did the young man fail the business but succeed later?2.What lesson can you lear
36、n from this case?QuestionsbackbackSection A Understanding Verbal and Nonverbal CommunicationText StudyLanguage and social contextPrinciples of verbal communicationTypes of nonverbal communicationbackbackLanguage and social contextSocial Social contextcontextSociety&culture Society&culture influence
37、the wordsinfluence the wordsLanguageLanguageSocietySocietyCultureCulture Words WordsThe words influence The words influence society&culturesociety&cultureThe relationship between language and social context is a The relationship between language and social context is a cyclical relationshipcyclical
38、relationship.backbackPrinciples of Verbal Communication Principles of verbal communicationrules:rules:explicit explicit Conversational InteractionConversational Interactionsocial norms:social norms:implicitimplicitbackbackPrinciples of verbal communicationsocial normsturn takingadjacencypairsbegin a
39、 conversationend a conversationbackbackTypes of nonverbal communicationKinesicsKinesicsHapticsHapticsHead movementsHead movements&posture&posturetouchtouchEye contactEye contactFacial Facial expressionsexpressionsa handshakea handshakea pata patWhat do you think of nonverbal What do you think of non
40、verbal communication?communication?backbackSection A Understanding Verbal and Nonverbal Communication Discussion Questions1.What are the principles of verbal communication in social context?2.What are the main types of nonverbal communication?backbackHumor:The Sunshine to LifeInstant Color TV In 196
41、2 there was only one TV channel in Sweden,and it broadcast in black and white.The stations technical expert,Kjell Stensson,appeared on the news to announce that,thanks to a new technology,viewers could convert their existing sets to display color reception.All they had to do was to pull a nylon stoc
42、king over their TV screen.Stensson proceeded to demonstrate the process.Thousands of people were taken in.Regular color broadcasts only commenced in Sweden on April 1,1970.backbackSection B A Negotiation Aching to Find Way Out Questions for Consideration1.How did the seller persuade the couple succe
43、ssfully through questions?2.What kinds of questions are used during this selling process?3.What can you learn from this car seller?backbackSituational Dialogue in NegotiationInsurance is an agreement by which the insurers become liable,whilst the policy holder pay(s)a premium,to indemnify him(them)o
44、r the carrier(s)of an order in case that a damage is suffered due to an accidental event called risk and which is covered in the aforementioned agreement.Buyers and sellers,depending on the chosen incoterm,are free to underwrite an insurance or not,except with certain destinations where insurance is
45、 compulsory.Mr.Zhang,the sales manager of ABC Co.,Ltd.,is talking about the insurance of imported bulk linseed oil with Mr.Green,exporter of Belgium linseed oil plant.Dialogue sample Seller:Mr.Zhang?We make an appointment last time to have a discussion on insurance at 8:00 your time today.Im here no
46、w.InsurancebackbackSituational Dialogue in NegotiationBuyer:Oh,Im here waiting online for you now.You are always punctual.Seller:I believe we will be surely successful in our cooperative business.Buyer:I agree with you.There is a great demand of linseed oil in our market recently.We have received so
47、 many inquiries and orders these days.We are thinking of placing an additional order with you for 1,000 MT linseed oil of the same grade at once if this order of 1,000 MT linseed oil is satisfactory.Seller:Wonderful!It seems we have to quicken the negotiation process.Shall I have your specific requi
48、rements?InsurancebackbackSituational Dialogue in NegotiationBuyer:Thanks.Our price is confirmed by CIF Qingdao.That means your side will buy the insurance and bear the insurance premium.That will spare us the trouble to go to our underwriter and saves us much time.Seller:You said it.Actually,it is o
49、ur interest to insure the goods ourselves.Besides,our insurance company Royale Belge,formerly called AXA Belgium,can offer good services.It has agencies in particularly all the cities of the world.If any damage or loss occurs,you may file a claim with your local insurance agent within 60 days after
50、the arrival of the goods.Of course,your claim should be supported by a survey report.Then Royale Belge will undertake to compensate you for the losses according to the risks insured.InsurancebackbackSituational Dialogue in NegotiationBuyer:You are so professional and acquainted.Wait,I copy these dow
