1、Body Language,Body Language,What is body language?,Its the way you stand and sit and walk. Its your gestures and the expression on your face and in your eyes. Its your whole appearance that communicates things.,How to read these body languages?,希尔顿深夜出狱如作秀。,墨西哥湾漏油事件,让美国政府倍感压力。,Are we getting all the
2、message?,BODILY SPEAKING,According to the social anthropologist, Edward T. Hall, in a normal conversation between two persons, less than 7% of the social meanings is actually transmitted by words. So, at least 93% of it is conveyed through the body (non-verbal channel).,身体语言学（Bodytalk),Lets Examine
3、How Body Communicates, from head to toes,HEAD,Nodding the head “Yes” in most societies “No” in some parts of Greece, Yugoslavia, Bulgaria, and Turkey,Tossing the head backward “yes” in Thailand, the Philippines, India, Laos,FACE,EYES,Eye contacts Encouraged in America, Canada, Europe Rude in most As
4、ian countries and in Africa Winking eye Sharing secret in America and Europe flirtatious gesture in other countries Closed eyes bored or sleepy in America “Im listening and concentrating.” in Japan, Thailand, China,EARS,Ear grasp “Im sorry.” in parts of India Cupping the ear “I cant hear you.” in al
5、l societies Pulling ear “You are in my heart” for Navajo Indians,LIPS AND MOUTH,spit,Whistle,yawn,smile,sneeze,kiss,THE LIP POINTING,Kiss. In parts of Asia, kissing is considered an intimate sexual act and not permissible in public, even as a social greeting.,THE LIP POINTING,Finger tip kiss. In Fra
6、nce, it conveys several messages, “Thats good!” “Thats great!” “Thats beautiful!.”,THE LIP POINTING,Open mouth. Any display of the open mouth is considered very rude in most countries.,FINGERS,The “O.K.” signal. (the thumb and forefinger form a circle) means“fine,” or “O.K.” in most cultures, “zero”
7、 or “worthless” in some parts of Europe “money” in Japan an insult in Greece, Brazil, Italy, Turkey, Russia and some other countries,FINGERS,Pointing. Pointing with the index finger is common in North America and Europe. But it is considered impolite in Japan and China where they favor using the who
8、le open hand. Malaysians prefer pointing with the thumb.,HANDS,Of all the body parts, the hands are probably used most for communicating non-verbally.Hand waves are used for greetings, beckoning, or farewells.,HANDS,The Italian “good-bye” wave can be interpreted by Americans as the gesture of “come
9、here.” The American “good-bye” wave can be interpreted in many parts of Europe and Latin America as the signal for “no.”,HANDS,Handshaking is a form of greeting in most Western cultures. In the Middle East, a gentle grip is appropriate. In most Asian cultures, a gentle grip and an avoidance of direc
10、t eye contact is appropriate.,HANDS,Right hand. The right hand has special significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both. Left hand
11、is considered unclean in much of the Middle East and in parts of Indonesia.,HANDS,Clapping hands. Russians and Chinese may use applause to greet someone. In many central and eastern Europe, audience frequently clap in rhythm.,NOSE,Holding the nose “Something smells bad.” universal Nose tap “Its conf
12、idential.” England “Watch out!” or “Be careful.” Italy,NOSE,Pointing to nose “Its me.” Japan Blowing nose In most Asian countries, blowing the nose at social gathering is disgusting.,CHEEKS,Cheek screw gesture of praise - Italy “Thats crazy.” Germany Cheek stroke “pretty, attractive, success” most E
13、urope,ARMS,Some cultures, like the Italians, use the arms freely. Others, like the Japanese, are more reserved; it is considered impolite to gesticulate with broad movements of the arms. Folding arms are interpreted by some social observers as a form of excluding self, “I am taking a defensive postu
14、re,” or “I disagree with what I am hearing.”,ARMS,Arms akimbo. In many cultures, this stance signals aggression, resistance, impatience, or even anger. Arms behind back, hands grasped is a sign of ease and control. Arms in front, hands grasped, common practice in most Asian countries, is a sign of m
15、utual respect for others.,LEGS AND FEET,In Asia, do not point with your toes. In Asia and some European countries, putting feet up on a desk or any other piece of furniture is very disrespectful. Sitting cross-legged, while common in North America and some European countries, is very impolite in oth
16、er parts of the world.,Test ( ) I dont know. ( ) I love you. ( ) We are quarelling. ( ) No! I dont agree! ( ) We are cheerful!,A,B,C,D,E,CASE STUDY: What body language to use towards a customer, when on the phone?“At a local real estate agents office Alan is behind the customer service counter. He i
17、s on the phone dealing with a difficult inquiry when a customer approaches the counter. He keeps talking on the phone and when the customer says, “Excuse me”. He does not look up but holds a hand up with one finger extended, indication that hell be one minute.“,The question -As Alans supervisor, wha
18、t would you say to him about the body language and managing his responsibilities for greeting customers both on the phone and face to face?,Imagine that you are the customer. When you enter the office, the customer service rep is on the phone. You wait. You try to get his attention and he holds up h
19、is hand with a finger extended as acknowledgement that youre there. How do you feel? What could the clerk (Alan) have done differently to ensure that all of his customers were being taken care of? He could/should have looked up, smiled at you and at least nodded a greeting. If his conversation conti
20、nued too long ,he should have politely placed his caller on hold and inquired as to your needs, asked someone else to assist you or advised you how long he would be.,I would say that he has to be more friendly and welcoming to the customers and could politely told the person on the phone to please h
21、old for a moment and that he should be more enthusiastic about his job,FOR ALL OF US,Becoming sensitive to the clues of body language can help us communicate more effectively with others.,We can understand what others are saying even when they are not talking. We can sense when people are silent and
22、 digesting information, or when they are silent and confused.,We can share feelings too strong or too difficult to be expressed in words. Or decode secret messages passing silently from person to person.,And we may spot contradictions between what people say and what they really mean.,Finally, we can learn to be more sensitive to our own bodies to see how they express our feelings and to see ourselves as others see us. We do not have bodies; we are our bodies.,Thank You !,
