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1、ChapterSevenNon-verbalSkillsi.TheSignificantRoleofNon-verbalCommunicationii.Non-VerbalDeliverySkillsiii.Non-VerbalListeningSkillsBusinessCommunicationFundamentalsSpeechissilver;silenceisgolden.WhatyoudospeakssoloudlythatIcannothearwhatyousay.---R.W.Emerson65%to90%ofwhat
2、youcommunicateisnonverbal.There’slanguageinhereyes,hercheek,herlip.Nay,herfootspeaks.---W.ShakespeareThosewhoknowdonottalk.Thosewhotalkdonotknow.---LaoZiNonverbalCommunicationThenon-verbalcontentsofcommunicationoutweightheverbalinbothaccuracyandvalidity.Valueplacedagain
3、stbodylanguageandvoicetone:ToneofVoice38%BodyLanguage55%WordsUsed7%(Source:MehrabianandFerris,1967,‘InferenceofAttitudesfromNon-verbalCommunicationinTwoChannels’,TheJournalofCounselingPsychology,Vol.31,pp248-252)I.NonverbalDeliverySkillsVocalqualitiesBodylanguageProxemi
4、csObjectsVocalQualitiesGrandma:Youareanaughtylittleboy,aren’tyou?(Grandmasaidwithalaugh,aliltinhervoice,theendofsentenceliftedtoindicateherapprovalandpleasureather‘naughty’grandson.)Sam:Yes.(saidSamwithagrinningupather.)Grandmalaughsandruffleshishair.VocalQualitiesJohng
5、aveBillacheery“Hello”.“Hello”,Johnsaidsnappishly.“Hello”,Johnsaidconspiratorially.“Hello”,saidJohncoldly.VocalQualitiesInflection:variationinpitchExpressive;Non-monotonousVolume:howloudlyyouspeakTooquietlytobeheardTooloudlyforthesizeoftheroomRate:thespeedatwhichyouspeak
6、SlowenoughtobeunderstoodFastenoughtomaintainenergyVocalQualitiesFillers:(verbalpauses)er,uh,um,yaCollectyourthoughtsArticulation:theclarityofyourpronunciationAvoidmumblingwhichmayberegardedassoundinguneducatedorhurried.(gonna,wanna,guvmint,whassssat)Two-MinuteVocalWarmU
7、pGoodspeechtakesmuscle!(Youshouldsmilewhenphoning!)1.Drinkacupofwater.2.Readeverywordloudly,clearlyandproperly.3.Thesearenottongue-twisters.DONOTRACE.4.Workupgraduallyuntilyoucancomfortablydotheentireexercise.Two-MinuteVocalWarmUpEateachgreenpea.Aimstraightatthegame.Iti
8、sinItaly.Itriedmykite.Fatherwascalmashethrewthebombonthedock.AnawedaudienceapplaudedClaude.GoslowJoe,you'reste
