The Importance of Nonverbal Communication in

Business Communication

Abstract

This paper sets out one important Business communication-Nonverbal communication and Effective of the nonverbal communication in business. Introduce some nonverbal communication in terms of ways of expressions and body language and so on through a lot of examples. And meanwhile, it talks about cultural differences from the views of gesture, facial expressions and so on. To face the nonverbal differences, people should pay attention to them when they are doing business with the whole world. Better communication makes better business.

Key words: nonverbal communication; body language; ways of expressions; friendship; importance.

Outline

Ⅰ. Introduction

Ⅱ. The relationship of nonverbal communication III. Characteristics of nonverbal communication

3.1 Nonverbal communication is universal

3.2 Nonverbal communication is different

IV. Explain why nonverbal communication is important in business communicaiton

4.1 Noverbal communication to establish image

4.11 Confidence

4.12 Friendliness

4.13 Enthusiasm

1

4.14 Sincerity

4.2 Expressing emotions

4.3 Conveying interpersonal attitudes

4.4 Get informations from buyer V. Conclusion

商务沟通中非语言交流的重要性

摘要：

本文通过实例列举了非语言交流在商务沟通中的重要性和非语言交流在商务中的效果。以及在表达方式上，肢体语言等方面在商务沟通的不同，分别从手势、面部表情等的不同去论证。面对语言文化的差异，我们应该正视、理解、掌握这些差异，更好地与客户交流与沟通，以适应经济全球化。

关键词：非语言交流；肢体语言；表达方式；友谊；重要性。

提纲：

商务沟通中非语言交流的重要性

一、引言

二、非语言交流和文化之间的关联。

三、非语言交流的特征。

1、非语言交流是全球性的。

2、非语言文化是不同的。

四、解释为什么非语言交流在商务中的重要性。

1、非语言交流能够建立形象

（1）自信

（2）友谊

（3）热情

（4）诚信

（5）外貌

2、表达情感

3、输送人与人之间的意见

4、通过非语言交流从顾客处得到信息

五、结论

The Importance of Nonverbal Communication in

Business Communication

Ⅰ. Introduction

Since the reform and opening up, China has developed a far closer relationship with the outside world. Statistics show that the total amount of foreign trade has increased by three times and a half from 1980 to 2010, ranking among the top ten in the world. During the same period, China has become the second largest country to attract investors from all over the world. All these changes have provided more opportunities for the domestic enterprises to communicate perfectly with foreigners from other countries. We need to understand something about the business cultures such as nonverbal communication. These are keys to success of any corporation.

II . The relationship between nonverbal communication and culture

Nonverbal communication is an important communicative means. It is necessary to make the relationship between nonverbal communication and culture clear. Many examples show that nonverbal communication always changes with the culture’s changes. For example, in China, the young same sexual friends walk in road arm in arm, which is common for them. They are regarded as intimate friends; but in America, they will be misunderstood that they are homosexual. Different cultures have different time selection. The communicators have different concepts of body language. Different countries have different manners to meet people. Hand-shaking, kissing, and hugging are all the manners used by different counties. If the communicators think that all the nonverbal behaviors have the same meaning, they will be wrong. We should understand that the nonverbal actions might be interpreted differently in cross-cultural communication.

Culture determines the distance between the communicators. However, when the cultural etiquette is the same, the space around them may vary with different people. Generally speaking, the space the rude people need is larger than that of the common

people. When you talk with other people if you do not know the suitable distance between each other, you can do sorely on the experience: if the person you talk walks close to you continually, which you may feel uncomfortable, but you can form a judgment that he wishes the distance between you two should be a little closer. Thus, you can stand there quietly and let him walk close to you. If he does not walk close to you again, this is the suitable distance between you two. On the contrary, if the person you communicate walks back all the ways, he means that the distance between you two should be a little farther. Thus you should stop walking close. In this case, the best way is that you should stand there quietly and let your counterpart to determine the size of the space. When you converse with other people, you should remember what you do, how to do it suitable, remember that the distance between talkers is relevant to the nations, age, sex, and other obvious features

III. Characteristics of nonverbal communication

3.1 Nonverbal communication is universal

Whether in the United States, China, English or some other countries, people may have similar feelings, such as sad, pleased, angry, and tend to have similar meanings for behaviors such as crying, smiling, frowning. This proves that though nonverbal communication has many cultural differences, it is universal. Some of the basic

emotions of nonverbal behaviors are common sense in human communication. And the universal facial expressions for most of human basic emotions are produced by general and common genetic inheritance. Nonverbal communication is universal which makes the communication possible

3.2 Nonverbal communication is different

Nonverbal behavior is based on different beliefs, religious, values and customs in different cultures. It has its culture specific features and is greatly affected by culture and context. We must notice that when, where, how and to whom we display our nonverbal behaviors. The nonverbal communication is conventional. Culture determines what is and what not appropriate nonverbal behavior is. For example, one culture accepts that snapping fingers to call a waiter in the gesture, but another culture

may consider it is rude. Feelings of happiness exist everywhere but their expressions varied in different cultures. Each culture has its specific understanding in nonverbal behavior. What is accepted in one culture may be unaccepted in another.

Gesture is the use of your arms and hands to express an idea or feeling. Crossed arms may indicate concentration or withdrawal; a hand placed against the side of the head can imply forgetfulness; trembling or fidgeting hands sometimes indicate nervousness.

All the nonverbal communication must be evaluated or interpreted within the context in which it occurs. Nonverbal behavior is more bound by the social context and culture for meaning. That is, there is no reference book to look up the specific meaning of a particular gesture, emotional expression, or social distance. Context determines specific meaning of nonverbal behavior. For example, looking down at the floor may reflect sadness in one situation and submissiveness or lack of involvement in another usually; the same nonverbal behavior performed in different context may receive different effect of meaning. We should realize that those we interact with would interpret meaning to our behavior in specific context and make important judgments and decisions.

IV Explain why nonverbal communication is important.

Nonverbal communication is important because it means primarily used to establish your image, expressing emotions, Conveying interpersonal attitudes and also help you make better business.

4.1 Noverbal communication to establish image

4.11 Confidence

“No one knows you like yourself.” Because this statement is true, others use your self-confidence level as a basis for determining your competence and abilities. If they perceive you to have an air of self-confidence, they believe that you perceive yourself as competent and confident. If you believe this about yourself, then others will believe it unless you prove otherwise.

4. 12 Friendliness

Another important aspect of an effective image is friendliness. Friendly is

defined as supporting, helping, or kindly. When you send a nonverbal message that you are supporting, helpful, or kind; you are considered to be friendly. When you are congenial, cordial, pleasant, or kind or to others, they are drawn to you. To be perceived this way often means that you must focus on the needs of others rather than on your own needs, We send nonverbal messages that say” friend” when we smile; When we have a relaxed approach; and when we desire honest, open feedback.

4. 13 Enthusiasm

Enthusiasm is an aspect of image that can set you apart from others. Real enthusiasm is contagious. When you enthusiastically present your ideas, receivers will sense your enthusiasm and feel positive about those ideas and you. When you’re truly excited about an idea and eagerly present it, your feelings spread quickly to others. Smiles, raised eyebrows and eyes that are wide open and sparkle are nonverbal symbols of enthusiasm.

4.14 Sincerity

Sincerity is a critical part of your image. For you to be credibel, you must be perceived as sincere—which may take time. Open, honest communication sends a nonverbal message that you are sincere. In order to declare you”sincere”, receivers need time to observe. If your actions and words contrast with one another, you will be viewed as ainsincere. If they match, you are considered credible and sincere.

4.15 Appearance

According to research, people generally believe that well-groomed people of either gender have more socially desirable personality traits than do individuals who are poorly groomed. Thus, your appearance also is critical to your image and the expectations others will have you. The first impression others have of you is particularly important. Your dress helps to establish others’ first impression of you. It also is an important part of your “total package”.

4.2 Expressing emotions

nonverbal communication is usually used alone to express communicators’ happiness, sadness, indignation, astonishment, fearfulness, disappointment, tiredness, hesitation, indifference…All these emotions are mainly expressed through facial expressions. In a very real sense, when it comes to using our faces, we are all actors because we all wear a variety of masks. To quote the poet T. S. Eliot, “we put on, a face

to meet the faces that we meet.” The importance of facial expressions in communication is well established, however, the intercultural implications of these expressions are difficult to assess. [6] For instance, the smile, which typically expresses pleasure, shows affection, conveys politeness, or disguises true feelings. Pain is conveyed by a grimace, which also signifies disgust or disapproval, surprise, shock, or raising the eyebrows can show disbelief. A wink given to a friend may mean, “You and I have a secret” or “I’m just kidding.” Between a man and a woman, a wink can be flirtatious. Our faces easily reveal emotions and attitudes. [7]Many famous dramatists, dancers use facial expressions to make their dramas and dances. But the facial expressions varied between individuals and cultures. They have many functions. We must pay more attention to their cultural differences.

4.3 Conveying interpersonal attitudes

In intercultural communication, appearance and objects are important because the standards we apply and the judgments we make are subject to cultural interpretations. The first impression we make is based on the appearance or the manner in which he or she is dressed. Dress is also an important form of nonverbal communication to convey information in cross-cultural communication. The American famous politician, scientist Franklin said, “We can eat as we please, but we have to consider what impression we will leave to others when we dress.”[11]What kind, how much, how little of our dress is also reflection of a culture’s value orientation. Different cultures have different styles of clothing. On serious occasions, it is uncivilized to dress waistcoat and shorts. In a norm, nonverbal communication can well convey the information. We must make full use of it.

4.4 Get information from buyer

The nonverbal messages that salespeople emit through appearance should be positive in all situations. Characteristics of the buyer, cultural aspects of a sales territory, and the type of product being sold all determine a mode of dress. In considering these aspects, create a business wardrobe that sends positive, nonverbal messages in every sales situation. Once appropriate dress and hairstyle have been determined, the next nonverbal communication channel to consider is your contact with a prospect through the handshake.

Today, a handshake is the most common way for two people to touch one another in a business situation, and some people feel that it is a revealing gesture. A firm handshake is more intense and is indicative of greater liking and warmer feelings. A prolonged handshake is more intimate than a brief one, and it could cause the customer discomfort, especially a sales call on a new prospect. A loosely clasped, cold, or limp handshake is usually interpreted as indicating that someone is aloof and unwilling to become involved.

General rules for a successful handshake include extending your hand first--if appropriate. Remember, however, a few people may feel uncomfortable shaking hands with a stranger and of course international protocol may need to be followed in some situations. At times, you may want to let the customer initiate the gesture. Maintain eye contact with the customer during the handshake, griping the hand firmly. These actions allow you to establish an atmosphere of honesty and mutual respect--starting the presentation in a positive manner.

Our last nonverbal communication channel is body movements. Body movements or body language generally send three types of messages: (1) acceptance (2) caution and (3) disagreement.

Acceptance signals indicate that your buyer is favorably inclined toward you and your presentation. These signals give you the green light to proceed. Some common acceptance signals include these: Body angle--Leaning forward or upright at attention. Face--Smiling, pleasant expression, relaxed, eyes examining visual aids, direct eye contact, positive voice tones. Hands--Relaxed and generally open, perhaps performing business calculations on paper, firm handshake. Arms--Relaxed and generally open. Legs--Crossed and pointed toward you or uncrossed.

Acceptance signals indicate that buyers perceive that your product might meet their needs. You have obtained their attention and interest. You are free to continue your planned sales presentation.

Caution signals should alert you that buyers are either neutral or skeptical toward what you say. Caution signals are indicated by these characteristics: Body angle--Learning away from you. Face--Puzzled, little or no expression, eyes looking

away or little eye contact, neutral or questioning voice tone. Arms--Crossed, tense. Hands--Moving, fidgeting with something, clasped. Legs--Moving, crossed away from you. Proper handling of caution signals requires that the sales representative consider a number of actions. First, adjust to the situation by slowing down or departing from the planned presentation. Second, use open ended questions that encourage buyers to talk and express their attitudes and beliefs. Third, carefully listen to what buyers say, and respond directly. Finally, project acceptance signals. Be positive, enthusiastic, and smile. Your objective in using these techniques is to change yellow caution signals to the green go ahead signal, and project acceptance signals.

Effective nonverbal communication is essential in making a sale. Nonverbal communication signals are an important part of the total communication process between buyer and seller. Professionalsalespeople seek to learn and understand nonverbal communication to increase their sales success. Give them a try.

V Conclusion

With the globalization of the world economy organizations especially multinational corporations are communicating with their formation of the workforce and in handling all kinds of business activities, China has seen an increasing number of FIF(foreign invested enterprises)entering the Chinese market, since the country adopted the policy of opening to the outside world more than twenty years ago.

The communication diversified workforce has brought greater vitality to the business, but business people today are facing many problems in their cross-cultural communication. More and more business people have become aware of the strong impact from nonverbal communication and they have come to realize the importance of understanding nonverbal communication.

References

1. Zhao Yanping, Li Jielian, “The Cultural and Communication”. 1998,

2.徐宪光，19xx年，《商务沟通》。北京：外语教学与研究出版。

3. Carol Henson，Thomas L. Means, “ English and Communication for Colleges”,

South –Western Educational publishing Thomas learning. 2004. 1