第七章 Cross-Cultural Communication and Negotiation 跨文化沟通与谈判 国际企业与跨文化管理课件

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1、Cross-Cultural Communication and Negotiation跨文化沟通与谈判chapter sevenMcGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies,Inc.All Rights Reserved.Cross-Cultural Communication and NegotiationSix Chapter Objectives:Six Chapter Objectives:六个学习目标六个学习目标：1.1.DEFINEDEFINE communication;examine example

2、s of verbal communication style;explain importance of communication;examine examples of verbal communication style;explain importance of message interpretationmessage interpretation 定义沟通的含义；考察几个语言沟通风格的例子；阐释对信息进行解释的重要性定义沟通的含义；考察几个语言沟通风格的例子；阐释对信息进行解释的重要性 2.2.ANALYZE ANALYZE common downward and upward

3、communication flows of international communication common downward and upward communication flows of international communication 分析在国际沟通中常用的上行和下行沟通分析在国际沟通中常用的上行和下行沟通 3.3.EXAMINEEXAMINE language,perception,culture of communication;nonverbal barriers to effective language,perception,culture of communi

4、cation;nonverbal barriers to effective international communicationinternational communication 考察阻碍有效国际沟通的语言考察阻碍有效国际沟通的语言,知觉知觉,文化和非语言障碍文化和非语言障碍 4.4.PRESENTPRESENT steps to overcome international communication problems steps to overcome international communication problems 提出能够解决国际沟通问题的措施提出能够解决国际沟通问题的

5、措施 5.5.DEVELOPDEVELOP approaches to international negotiations that respond to differences in culture approaches to international negotiations that respond to differences in culture 开发应对不同文化情景的国际谈判法开发应对不同文化情景的国际谈判法 6.6.REVIEW REVIEW negotiating and bargaining behaviors that can improve negotiations

6、and outcomes negotiating and bargaining behaviors that can improve negotiations and outcomes 回顾可能会出改善谈判成果的不同谈判技巧及讨价还价行为回顾可能会出改善谈判成果的不同谈判技巧及讨价还价行为Overall Communication Processn nCommunication:The process of transferring meanings from sender to receiver.沟通：沟通：是将信息从发送者传递到接收者的过程是将信息从发送者传递到接收者的过程n nOn su

7、rface appears straightforward 这是一个相当直接的过程这是一个相当直接的过程n nHowever,a great many problems can result in failure to transfer meanings correctly 然而然而,存在很多问题可能导致正确信息传输的失败存在很多问题可能导致正确信息传输的失败Verbal Communication Stylesn nContextContext is information that surrounds a communication and helps convey is informat

8、ion that surrounds a communication and helps convey the messagethe message 情境：是沟通环境的信息，并帮助信息的传播情境：是沟通环境的信息，并帮助信息的传播n nContext Context plays a key role in explaining many communication differencesplays a key role in explaining many communication differences 情境在解释许多沟通差异时起到主要的作用情境在解释许多沟通差异时起到主要的作用n nMe

9、ssages often highly coded and implicit in Messages often highly coded and implicit in high-context high-context society(e.g.,society(e.g.,Japan,many Arab countries)Japan,many Arab countries)在高情境的社会中在高情境的社会中,信息常常高的编码并很含蓄（例如在日信息常常高的编码并很含蓄（例如在日本和许多阿拉伯国家）本和许多阿拉伯国家）n nMessages often explicit and speaker

10、says precisely what s/he means in Messages often explicit and speaker says precisely what s/he means in low low contextcontext society(e.g.,U.S.and Canada)society(e.g.,U.S.and Canada)在低情境社会信息很明确且说话者精确的说明其要表达的在低情境社会信息很明确且说话者精确的说明其要表达的意思意思(例如美国和加拿大例如美国和加拿大)Explicit and Implicit CommunicationMajor Char

11、acteristics of Verbal StylesMajor Characteristics of Verbal StylesVerbal Communication Stylesn nIndirect and Direct StylesIndirect and Direct Styles 间接地和直接的方式间接地和直接的方式间接地和直接的方式间接地和直接的方式n nHigh-context culturesHigh-context cultures:messages implicit and indirect;:messages implicit and indirect;voice

12、intonation,timing,facial expressions play important voice intonation,timing,facial expressions play important roles in conveying informationroles in conveying information高语境传播：信息含蓄委婉的传递；声音语调，时间的高语境传播：信息含蓄委婉的传递；声音语调，时间的选择，面部表情的表达在信息传递过程中扮演了重要选择，面部表情的表达在信息传递过程中扮演了重要的角色。的角色。n nLow-context culturesLow-c

13、ontext cultures:people often meet only to:people often meet only to accomplish objectives;tend to be direct and focused in accomplish objectives;tend to be direct and focused in communications communications 低语境传播：人们仅为了完成目标而会面；倾向于直接低语境传播：人们仅为了完成目标而会面；倾向于直接的交流方式，重点放在交流上的交流方式，重点放在交流上Verbal Communicati

14、on Stylesn nElaborate and Succinct StylesElaborate and Succinct Styles 复杂的和简洁的方式复杂的和简洁的方式复杂的和简洁的方式复杂的和简洁的方式n nThree degrees of communication Three degrees of communication quantityelaborating,exacting,succinctquantityelaborating,exacting,succinct 三个等级的交流三个等级的交流三个等级的交流三个等级的交流 数量的复杂数量的复杂数量的复杂数量的复杂 严格严

15、格严格严格 简练简练简练简练 n nElaborating styleElaborating style most popular in high-context cultures with moderate degree most popular in high-context cultures with moderate degree of uncertainty avoidanceof uncertainty avoidance复杂的方式复杂的方式 大多数流行的高语境传播用适当的避免不确定的程度大多数流行的高语境传播用适当的避免不确定的程度n nExacting styleExactin

16、g style focuses on precision and use of right amount of words to focuses on precision and use of right amount of words to convey message;more common in low-context,low-uncertainty-avoidance convey message;more common in low-context,low-uncertainty-avoidance culturescultures严格的方式严格的方式 重点在于准确性重点在于准确性

17、和和 使用准确数量的单词来传递信息；更常见使用准确数量的单词来传递信息；更常见在低语境在低语境 低不确定性规避低不确定性规避 传播传播n nSuccinct styleSuccinct style more common in high-context cultures with considerable more common in high-context cultures with considerable uncertainty avoidance where people say few words and allow understatements,uncertainty avoi

18、dance where people say few words and allow understatements,pauses,and silence to convey meaning.pauses,and silence to convey meaning.简练的方式简练的方式 更常见于人们说少量的词和保守的陈述，停顿，沉默的高语境更常见于人们说少量的词和保守的陈述，停顿，沉默的高语境传播和高不确定性规避传播和高不确定性规避 的传达意思的传达意思Verbal Communication Stylesn nContextual and Personal StylesContextual

19、and Personal Styles 文脉上的和个人的方式文脉上的和个人的方式文脉上的和个人的方式文脉上的和个人的方式n nContextual styleContextual style focuses on speaker and relationship of parties;often focuses on speaker and relationship of parties;often associated with high power distance,collective,high-context culturesassociated with high power dis

20、tance,collective,high-context cultures文脉上的方式重点在说话人和各方的关系上；经常与高权利距离的，集体的，文脉上的方式重点在说话人和各方的关系上；经常与高权利距离的，集体的，相似背景的文化相联系相似背景的文化相联系n nPersonal stylePersonal style focuses on speaker and reduction of barriers between parties;focuses on speaker and reduction of barriers between parties;more popular in low-

21、power-distance,individualistic,low-context culturesmore popular in low-power-distance,individualistic,low-context cultures个人方式重点在说话人和减少各方之间的障碍上；更常见于个人方式重点在说话人和减少各方之间的障碍上；更常见于 低权利距离的，低权利距离的，个人主义的，低相似程度的文化个人主义的，低相似程度的文化（注：（注：大多数亚洲国家都是大多数亚洲国家都是high-contexthigh-context文化，比如中国，日本，人们拥有相文化，比如中国，日本，人们拥有相似的背

22、景，信息网络，大多数的日常交流就不需要说得太明白，只要一似的背景，信息网络，大多数的日常交流就不需要说得太明白，只要一个眼神或者手势就能让对方了解自己的心意，或者让对方利用上下文去个眼神或者手势就能让对方了解自己的心意，或者让对方利用上下文去发现弦外之音。大多数的西方国家都是发现弦外之音。大多数的西方国家都是low-contextlow-context文化，比如美国。因为文化，比如美国。因为人们拥有的背景没有什么共同点，所以就需要大量的信息进行解释。权人们拥有的背景没有什么共同点，所以就需要大量的信息进行解释。权力距离（力距离（power distancepower distance）指的是权

23、势弱一些的群体对于权力不平等分配）指的是权势弱一些的群体对于权力不平等分配的可接受程度。这一价值观模式包括的可接受程度。这一价值观模式包括high-power distance high-power distance 和和low-power low-power distance distance 两种文化群体。中国，日本，韩国，印度，新加坡都是比较典型两种文化群体。中国，日本，韩国，印度，新加坡都是比较典型的的high-power distance high-power distance 的文化群体，人们注重等级差别，崇拜权威，以权的文化群体，人们注重等级差别，崇拜权威，以权势取向为主；大多数

24、欧洲国家都属于势取向为主；大多数欧洲国家都属于Low-power distance Low-power distance 文化，强调人人文化，强调人人平等，人际关系以平等为取向。平等，人际关系以平等为取向。）Verbal Communication Stylesn nAffective and Instrumental StylesAffective and Instrumental Styles情感的和机械的方式情感的和机械的方式情感的和机械的方式情感的和机械的方式n nAffective styleAffective style common in collective,high-cont

25、ext cultures;common in collective,high-context cultures;characterized by language requiring listener to note what is characterized by language requiring listener to note what is said/observe how message is presented;meaning often nonverbal;said/observe how message is presented;meaning often nonverba

26、l;requires receiver to use intuitive skills to decipher messagerequires receiver to use intuitive skills to decipher message情感的方式更常见于集体的，高背景的文化；以语言为特色要求听情感的方式更常见于集体的，高背景的文化；以语言为特色要求听着注意说话人说了什么着注意说话人说了什么/观察信息怎么呈现；意思经常是不用语言观察信息怎么呈现；意思经常是不用语言表达的；要求信息接收者使用直觉理解信息表达的；要求信息接收者使用直觉理解信息n nInstrumental styleIn

27、strumental style:goal oriented,focuses on sender who clearly lets :goal oriented,focuses on sender who clearly lets other know what s/he wants other to know;more commonly found in other know what s/he wants other to know;more commonly found in individualistic,low-context culturesindividualistic,low-

28、context cultures机械的方式：目标适应，集中在信息发送者明确的让别人知道他想机械的方式：目标适应，集中在信息发送者明确的让别人知道他想让别人知道什么；更常见于个人主义，低文化背景的群体中让别人知道什么；更常见于个人主义，低文化背景的群体中Verbal Styles Used in 10 Select CountriesCommunication Flowsn nDownward CommunicationDownward Communicationn n下行沟通下行沟通下行沟通下行沟通n nTransmission of information from manager to s

29、ubordinateTransmission of information from manager to subordinaten n信息从上级向下级传递信息从上级向下级传递n nPrimary purpose of manager-initiated communication is to convey Primary purpose of manager-initiated communication is to convey orders/informationorders/informationn n由上级开始的信息流动的主要目的是传递命令与信息由上级开始的信息流动的主要目的是传递命

30、令与信息 n nManagers use this channel for instructions and performance feedbackManagers use this channel for instructions and performance feedbackn n管理层用这一渠道来让下属知道需要做什么以及做得怎么样管理层用这一渠道来让下属知道需要做什么以及做得怎么样n nChannel facilitates flow of information to those who need it for Channel facilitates flow of informa

31、tion to those who need it for operational purposes operational purposes n n这一渠道有助于信息流向那些因操作目的而需要得到信息的人这一渠道有助于信息流向那些因操作目的而需要得到信息的人 Upward Communication上行沟通上行沟通n nFrom subordinate to superiorFrom subordinate to superiorn n从下级流向上级从下级流向上级 n nPurposes:provide feedback,ask questions,obtain assistancePurpo

32、ses:provide feedback,ask questions,obtain assistancen n目的：提供反问、询问问题、获得帮助目的：提供反问、询问问题、获得帮助n nIn recent years a call for more upward communication in U.S.In recent years a call for more upward communication in U.S.n n近年来，在美国，人们要求更多的上行沟通近年来，在美国，人们要求更多的上行沟通n nIn Japan,Hong Kong,Singapore upward communic

33、ation has long been In Japan,Hong Kong,Singapore upward communication has long been fact of lifefact of lifen n在日本，中国香港，新加坡，上行沟通已经成为生活中的一个事在日本，中国香港，新加坡，上行沟通已经成为生活中的一个事实实 n nOutside Asian countries,upward communication not as popularOutside Asian countries,upward communication not as popularn n亚洲以外的国

34、家上行沟通用的很少亚洲以外的国家上行沟通用的很少 Communication EpigramsSuggestions for Communication对于沟通的建议对于沟通的建议 1.1.Use most common words with most common meaningsUse most common words with most common meanings2.2.使用最常见词的最常见意思使用最常见词的最常见意思3.3.Select words with few alternative meaningsSelect words with few alternative mea

35、nings4.4.选择含义较少的词选择含义较少的词5.5.Strictly follow rules of grammarStrictly follow rules of grammar6.6.严格遵守语法规则严格遵守语法规则7.7.Speak with clear breaks between wordsSpeak with clear breaks between words8.8.在词语间有清晰的停顿在词语间有清晰的停顿9.9.Avoid using esoteric or culturally biased wordsAvoid using esoteric or culturally

36、 biased words10.10.避免使用深奥的或有文化偏见的词避免使用深奥的或有文化偏见的词11.11.Avoid use of slangAvoid use of slang12.12.避免使用俚语避免使用俚语13.13.Dont use words or expressions requiring listener to form mental imagesDont use words or expressions requiring listener to form mental images14.14.不要使用需要他人加以想像的单词或词语不要使用需要他人加以想像的单词或词语15.

37、15.Mimic cultural flavor of non-native speakers languageMimic cultural flavor of non-native speakers language16.16.模仿非本土语言者的文化口味模仿非本土语言者的文化口味17.17.Paraphrase and repeat basic ideas continuallyParaphrase and repeat basic ideas continually18.18.连续解释或重复基本的思想连续解释或重复基本的思想19.19.At end,test how well other

38、understand by asking him/her to paraphraseAt end,test how well other understand by asking him/her to paraphrase20.20.最后，通过请对方解释所进行的谈话来测试其理解程度最后，通过请对方解释所进行的谈话来测试其理解程度 Communication Barriers沟通障碍沟通障碍 n nLanguage barriersLanguage barriersn n语言障碍语言障碍n nCultural barriersCultural barriersn n文化障碍文化障碍n nBe c

39、areful not to use generalized statements about benefits,Be careful not to use generalized statements about benefits,compensation,pay cycles,holidays,policies in worldwide compensation,pay cycles,holidays,policies in worldwide communicationcommunicationn n进行国际沟通时，关于福利、薪酬、付酬体系、假期、政策等方进行国际沟通时，关于福利、薪酬、付

40、酬体系、假期、政策等方面不要使用概括性的语言；面不要使用概括性的语言；n nMost of world uses metric system so include converted weights and Most of world uses metric system so include converted weights and measures in all communicationsmeasures in all communicationsn n上大多数地方都使用十进制，确保在内外沟通时使用可转换的重上大多数地方都使用十进制，确保在内外沟通时使用可转换的重量和尺度；量和尺度；n

41、 nEven in English-speaking countries,words may have different Even in English-speaking countries,words may have different meanings.meanings.n n即使在讲英语的国家，词语也会有不同的含义即使在讲英语的国家，词语也会有不同的含义Communication Barriers(continued)沟通障碍（续）沟通障碍（续）n nCultural barriers(continued)Cultural barriers(continued)文化障碍（续）文化障碍

42、（续）n nLetterhead and paper sizes differ worldwideLetterhead and paper sizes differ worldwide 世界各地的笺头和纸张规格不同世界各地的笺头和纸张规格不同n nDollars arent unique to U.S.Also Australian,Bermudian,Dollars arent unique to U.S.Also Australian,Bermudian,Canadian,Hong Kong,Taiwanese,and New Zealand Canadian,Hong Kong,Taiw

43、anese,and New Zealand dollars.Clarify which dollar.dollars.Clarify which dollar.dollar dollar不是仅指美国的美元，它同时也是澳大利亚，百不是仅指美国的美元，它同时也是澳大利亚，百慕大，加拿大，香港，台湾和新西兰人的货币计量单慕大，加拿大，香港，台湾和新西兰人的货币计量单位，要区分开它在不同语言条件下的意义位，要区分开它在不同语言条件下的意义Perceptual Barriers知觉障碍知觉障碍n nPerception:a persons view of realityPerception:a pers

44、ons view of reality 知觉是一个人对现实的看法知觉是一个人对现实的看法n nAdvertising Messages:countless advertising blunders Advertising Messages:countless advertising blunders when words are misinterpreted by otherswhen words are misinterpreted by others 广告信息：当用词被他人曲解时广告失误不计其广告信息：当用词被他人曲解时广告失误不计其数数n nHow others see us:May b

45、e different than we thinkHow others see us:May be different than we think 别人怎样看待我们：可能和我们想象的大不相同别人怎样看待我们：可能和我们想象的大不相同Common Forms of Nonverbal Communication美国谚语所代表的文化价值观美国谚语所代表的文化价值观Nonverbal Communication非语言沟通非语言沟通n nNonverbal communicationNonverbal communication 非语言沟通非语言沟通非语言沟通非语言沟通n nTransfer of m

46、eaning through means such as body language and use of physical Transfer of meaning through means such as body language and use of physical spacespace 通过身体语言或使用物理空间等途径来传递信息通过身体语言或使用物理空间等途径来传递信息n nChromaticsChromatics 色彩学色彩学色彩学色彩学n nUse of color to communicate messagesUse of color to communicate messa

47、ges 用颜色来传递信息用颜色来传递信息n nKinesicsKinesics 人体动作学人体动作学人体动作学人体动作学n nStudy of communication through body movement and facial expressionStudy of communication through body movement and facial expression 研究通过身体动作和面部表情的沟通行为研究通过身体动作和面部表情的沟通行为n nEye contactEye contact 目光接触目光接触n nPosturePosture 姿态姿态n nGesturesG

48、estures 手势手势Nonverbal Communication非语言沟通非语言沟通n nProxemicsProxemics 空间关系学空间关系学空间关系学空间关系学n nStudy of way people use physical space to convey messagesStudy of way people use physical space to convey messages 研究了人们使用物理空间传递信息的方式研究了人们使用物理空间传递信息的方式n nIntimate distance used for very confidential communicati

49、onsIntimate distance used for very confidential communications 亲密距离用于很亲密的沟通亲密距离用于很亲密的沟通n nPersonal distance used for talking with family/close friendsPersonal distance used for talking with family/close friends 个人个人距离用于和家人及密友之间的交谈距离用于和家人及密友之间的交谈n nSocial distance used to handle most business transac

50、tionsSocial distance used to handle most business transactions 社交距离用来处理大多数商务事务社交距离用来处理大多数商务事务n nPublic distance used when calling across room or giving talk to Public distance used when calling across room or giving talk to group group 公众距离用于在房间里大声叫唤或对一群人讲话公众距离用于在房间里大声叫唤或对一群人讲话Nonverbal Communicatio

51、n非语言沟通非语言沟通n nChronemicsChronemics:the way time is used in a culture.:the way time is used in a culture.时间学时间学:一种文化中时间使用的方式一种文化中时间使用的方式n ntwo types:two types:两种类型：两种类型：n nMonochronicMonochronic time schedule:things done in linear fashion time schedule:things done in linear fashion 单一日程表：以直线的方式做事单一日程

52、表：以直线的方式做事n nPolychronicPolychronic time schedule:people do several things at time schedule:people do several things at same time and place higher value on personal involvement same time and place higher value on personal involvement than on getting things done on timethan on getting things done on

53、time 综合日程表：人们同时做几件事，并且与按时完成工综合日程表：人们同时做几件事，并且与按时完成工作相比更注重个人的参与作相比更注重个人的参与Personal Space in U.S.美国的个人空间种类美国的个人空间种类Communication Effectiveness实现有效沟通实现有效沟通n nImprove feedback systemsn n改进反馈体系n nLanguage trainingn n提供语言培训n nCultural trainingn n提供文化培训n nFlexibility and cooperationn n提高灵活性和合作Negotiating S

54、tyles谈判类型和特征谈判类型和特征Managing Cross Cultural Negotiations管理跨文化谈判管理跨文化谈判n nNegotiation:Process of bargaining with one more parties at Negotiation:Process of bargaining with one more parties at arrive at solution acceptable to allarrive at solution acceptable to alln n谈判：为了和一方或多方达成一个大家都可以接受的结果谈判：为了和一方或多

55、方达成一个大家都可以接受的结果而进行讨价还价的过程而进行讨价还价的过程n nTwo types of negotiation:Two types of negotiation:n n谈判的两种类型：谈判的两种类型：n nDistributiveDistributive when two parties with opposing goals compete over set when two parties with opposing goals compete over set valuevaluen n分配式谈判发生在拥有相反目标的双方围绕特定价值进行竞争的分配式谈判发生在拥有相反目标的双

56、方围绕特定价值进行竞争的情况下情况下n nIntegrativeIntegrative when two groups integrate interests,create value,invest in when two groups integrate interests,create value,invest in the agreement(win-win scenario)the agreement(win-win scenario)n n整合式谈判指两个群体在整合利益、创造价值、达成协议方面相整合式谈判指两个群体在整合利益、创造价值、达成协议方面相互合作的讨价还价（双赢格局）互合作

57、的讨价还价（双赢格局）Negotiation Types and Characteristics不同文化的谈判风格不同文化的谈判风格Steps of the Negotiation Process:谈判过程谈判过程1.1.PlanningPlanning计划计划2.2.Interpersonal relationship buildingInterpersonal relationship building个人关系建立个人关系建立3.3.Exchange of task related informationExchange of task related information彼此针对谈判标

58、的交换意见彼此针对谈判标的交换意见4.4.PersuasionPersuasion劝说劝说5.5.AgreementAgreement达成协议达成协议Cultural Differences Affecting Negotiations文化差异对谈判的影响文化差异对谈判的影响1 1.Dont identify counterparts home culture too quickly;common cues such as Dont identify counterparts home culture too quickly;common cues such as accent may be

59、unreliable.accent may be unreliable.不要太快地对谈判对手的母国文化作出判断不要太快地对谈判对手的母国文化作出判断2.2.Beware of Western bias toward“doing”.Ways of being,feeling,thinking,Beware of Western bias toward“doing”.Ways of being,feeling,thinking,talking can shape relationships more powerfully than doing.talking can shape relations

60、hips more powerfully than doing.在西方人的偏爱中在西方人的偏爱中，更倾向于，更倾向于“做做”。在阿拉伯、亚洲和拉丁美洲，人们更。在阿拉伯、亚洲和拉丁美洲，人们更倾向于用存在形式、感情、思想、和谈话来形成强有力的关系，而不是倾向于用存在形式、感情、思想、和谈话来形成强有力的关系，而不是通过通过“做做”3.3.Counteract tendency to formulate simple,consistent,stable images.Counteract tendency to formulate simple,consistent,stable images.

61、努力避免形成简单的、一致的和固定的印象的倾向努力避免形成简单的、一致的和固定的印象的倾向4.4.Dont assume all aspects of culture are equally significant.Dont assume all aspects of culture are equally significant.不要假定文化的所有方面都具有同等的意义不要假定文化的所有方面都具有同等的意义5.5.Recognize norms for interactions involving outsiders may differ from those Recognize norms f

62、or interactions involving outsiders may differ from those for interactions between compatriots.for interactions between compatriots.要认识到与外国人交往的规则可能有别于与同胞交往的规则要认识到与外国人交往的规则可能有别于与同胞交往的规则6.6.Dont overestimate familiarity with counterparts culture.Dont overestimate familiarity with counterparts culture.

63、不要过高估计你对对方文化的熟悉程度不要过高估计你对对方文化的熟悉程度Negotiation Tactics谈判策略谈判策略n nLocationLocationn n地点地点n nTime limitsTime limitsn n时间限制时间限制n nBuyer-seller relationshipBuyer-seller relationshipn n买方和卖方的关系买方和卖方的关系n nBargaining behaviorsBargaining behaviorsn n讨价还价行为讨价还价行为n nUse of extreme behaviorsUse of extreme behaviorsn n极端行为方式的运用极端行为方式的运用n nPromises,threats and other behaviorsPromises,threats and other behaviorsn n威胁、许诺和其他行为威胁、许诺和其他行为n nNonverbal behaviorsNonverbal behaviorsn n非口头行为方式非口头行为方式Review and Discuss回顾与讨论回顾与讨论