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1、肢 体 语 言Body Language,感 谢 您 的 合 作Thank You For Your Cooperation,1、请您签到。 Please sign your name. 2、把手机调到静音。 Please put your mobile phone on silent mode.,肢体语言Body Language,研究表明，在人与人的交往中，影响成功的因素有三个：语言、语调和肢体语言。其中，人们从语调获得的信息是38%，从肢体语言中获得的信息占55%，而从语言获得的信息仅占7%。可见，肢体语言有时比说话更重要。A scientific research shows that
2、 three main factors influence the success of interpersonal relationship building : Language,Tone and Body Language. Among them, people obtain 38% information from Tone,55% from Body Language, only 7% from Language. It is very clear that Body language play a very important role in the interpersonal r
3、elationship building.,我们如何理解这些肢体语言？How do we interpret these Body Language?,1、肢体语言的定义。 Concept of Body Language.2、解析肢体语言。 Parse the meaning of Body Language.3、工作中的行为礼仪。 Courtesy at work. 4、五秒钟内和客人拉近距离。 Build a close relationship with the guests within 5 seconds.,课 程 安 排AGENDA,人在言行、交际中会自觉或不自觉地加入自己的 手
4、势、表情、身体动作和眼神等肢体语言以强调或表达自己的主观意愿，谓之肢体语言。 Body Language includes eye contact, gestures, expressions and body actions that cooperate with verbal words to emphasize the meaning when people communicate with others.,我们的肢体有那些语言？What kind of language does our body speak?,眼神Eye Contact 面部表情Expression 手势、身体动作G
5、esture 语音、语调Speech/Voice 人际距离Interpersonal distance,肢体语言的特点 ： Points of Body Language: 1、跟个人的生活背景和个性有很大的关系。 Has important link with individual background and characters. 2、言语与肢体的不协调能反应出的问题； If the speech does not cohere with the body language, can give a distorted impression; 3、肢体语言具有感染力。 Body Langu
6、age is contagious.,头 The Head,侧向一旁说明对谈话有兴趣。 A tilted head shows that you have interest in the topic. 头挺得笔直说明对对方的谈话持中立态度。 If you hold your head straight, this shows you have a natural attitude with the speaker. 低头说明对对方的谈话不感兴趣或持否定态度。 If your head points down, it looks like you are not interested in ta
7、lking with the speaker or hold a negative attitude.,与陌生人初次交谈，视线落在对方的鼻部是最令人舒服的。The first time you have a conversation with a strangertry to look at the nose part of the speaker,because this will make him/her more comfortable. 直接注视对方眼睛的时间不宜过久，因为长时间凝视对方会令人不自在。 Do not gaze directly at the speakers eyes
8、for a long time, because it will make the speaker feel uncomfortable. 瞪着别人看是不礼貌的。 Staring is impolite.,眼睛 The Eyes,嘴和眼一样都有传情达意的作用。在社交活动中， 谈话时尽量少努嘴和撇嘴，因为这样的动作容易 流露出不屑的意味，而显得不够有涵养。站立、 静坐或握手时，嘴可以微闭，不要露出牙齿，如果 能保持微笑就更完美了。 The mouth has the same effect with the eyes when people are expressing their feelin
9、gs and ideas. In social activity, avoid to pout or curl the lip, because such movements can easily be considered as disdainful and appear to lack self-control.Keep the mouth closed softly and do not show your teeth too much, try to maintain a smile throughout the conversation.,嘴 The Mouth,在许多国家，人们用握
10、手打招呼。 In many countries people often greet each other with a handshake. 全世界的人都挥手打招呼或表示再见，但来自不同国家的挥手的方式有别。 All over the world, people wave their hands to say hello or goodbye. But people wave differently in different countries. 我们可以用手势来传递简短的讯息，但要小心。 We can use hand signals to send a short message. Bu
11、t we need to be careful.,手 The Hands,零Zero,侮辱 Rude,钱 Money,好的 OK,手 The Hands,我们用全身无言地表达情感，我们张开双臂表示欢迎或去拥抱某人。 We show emotion nonverbally with our whole body. We open our arms to welcome or to hug someone. 面对不认同的人，我们转身离开。 We turn away from someone we disagree with. 人们轻踏地面或轻敲手指，这表示生气或不耐烦。 People tap th
12、eir feet or their fingers to show that they feel angry or impatient. 当我们觉得舒服时，全身放松。当我们觉得不舒服时，全身僵硬、紧张。 When we feel comfortable, our bodies look relaxed. When we feel uncomfortable, our bodies look tense and nervous.,身体 The Whole Body,自信：抬高下巴；坐时上半身前倾；站立时抬头挺胸、双手背在身后；手放在口袋时露出大拇指；掌心相对、手指合起来呈尖塔状；翻动外套领子。
13、Self-confidence: Raise the chin; Sit up straight; Stand with your head up and place both hands on your lower back; Show your thumbs when your hands in your pockets; put your palms together and make a pyramid shape. 紧张：吹口哨；抽烟；坐立不安；以手掩口；使劲拉耳朵；绞扭双手；把钱、钥匙弄得叮当响。 Tension: Whistle; Smoking;Sit down and sta
14、nd up frequently; Covers your mouth with your hand; Pull down on your ear with your hand.,身体 The Whole Body,用适当的语调和语速，简明扼要地与客人进行交流。声音不要过大，亲切、柔和，面带微笑。尊敬客人，不要打断客人的谈话。 Do not speak too loud, use simple and clear words with a pleasant voice and smile. Talk with respect and do not interrupt the guest.,语音
15、、语调 Speech/Voice,亲密距离0.5米； Family Distance 0.5 meter; 个人距离0.5-1.25米； Personal Distance 0.5-1.25 meters; 社会距离3米； Social Distance 3 meters; 谈话距离 1米； Keep at least 1 meter interpersonal distance when you talk to the guest.,人际距离 Interpersonal distance,距离产生美。 Certain distance brings about beauty.,头部：眼光平视
16、，不要东张西望。 Head:Keep straight and eyesighthorizontally, do not look around. 双手：不要交叉抱于胸前或放入口袋，可自然垂放，可叠握，置于身前。 Hands:Don t cross or put into pockets. Hold together and put in the front or Sag naturally. 双脚：略分，两脚呈 “ V ” 字型分开， 体重均匀分部于两脚。 Feet:Split a little in a “V” shape with your weight equally distribu
17、ted on each foot. 身体：挺胸收腹，腰部用力，膝盖要直。 Body:Stand straight, keep knees straight. 表情：面露自然的微笑。 Expression:Keep smiling.,工作中的礼仪 站姿 Courtesy at work Standing,时刻谨记良好的姿势需注意以下四点： 收肩（要放松）、收腹、提臀、挺胸。 Bear in mind the following prescription for good posture: shoulders back (but relaxed), tummy in, tail in and he
18、ad up.,工作中的礼仪 站姿 Courtesy at work Standing,头部：眼光平视，不要东张西望。 Head:Keep straight and eyesight horizontally, do not look around. 手、脚：手放在膝盖上。女士的双手交叉放在 膝盖上。双脚要并拢。避免一些不恰当的腿部动作，如：抖动、敲击地面等。 Hands & Feet :Place your hands on knees.Ladies should cross hands on knees. Close feet. Avoid dithering legs or knottin
19、g ground. 身体：脊背要挺直，臀部坐在椅子的三分之二处。 Body:keep the lower torso straight and sit on 2/3 part of the chair. 表情：面露自然的微笑。 Expression:keep smiling.,工作中的礼仪 坐姿 Courtesy at work Sitting,头部：眼光平视，不要东张西望。 Head:Keep straight and eyesighthorizontally, do not look around. 身体：双肩自然下垂，挺胸、收腹但不要过度。 Body:Shoulders pulled d
20、own, bottom tucked in and the chest should not be thrust forward too far. 腿、脚：走路时脚尖向前并保持膝盖屈伸自如。步履轻盈，步幅适中。 Leg & Feet:Toes should point straight ahead and knees kept flexed and loose. Keep your step light, and keep the pace moderately. 表情：面露自然的微笑。 Expression:Keep smiling.,工作中的礼仪 走姿 Courtesy at work W
21、alking,当你给客人指示方向的时候，说“您请这边 走。”，并两眼朝向指示方向，面露自然 微笑。五指并拢，不要用单一手指。 When you give direction to a guest, say “Could you come this way, please?” and look into the pointing direction, Keep smiling.Use palm not individual Finger to point the direction.,指示方向Giving Directions,令人愉快的握手：坚定有力、热情大方目光接触、面露微笑A Happy
22、Handshake:Firmly with passionKeep eye contact and smiling 令人反感的握手:软弱无力或夸张的用力目光斜视对方An Unpleasant Handshake:Flabbily with no passion or extremely hard No eye contact or look awry.,握手Handshakes,用双手递交或接受名片，弄清楚 不大确定的名字的发音，尽量记 住对方名片上的名字。 Giving or receive the card with both hands. Clarify the Correct pron
23、unciation Of guests name.Remember the guest name.,递、接名片Giving or Receiving Business Card,五秒钟内和客人拉近距离。Build a close relationship with the guests within 5 seconds.,S=Smile微笑 O=Open Body Language开放式肢体语言 F=Forward Lean身子前倾 T=Tidy整洁 E=Eye contact眼神接触 N=Nod点头,一个热情、友好的微笑表明你非常欢迎客人并且愿意为他们提供服务。 An affable smi
24、le shows your welcome and you are very happy to provide service for the guests. 用开放式的肢体语言进行交流。让你的肢体语言表现出你的信心和热情。 Use open Body Language to communicate with the guests.Let your Body Language display your confidence and enthusiasm.,五秒钟内和客人拉近距离。Build a close relationship with the guests within 5 second
25、s.,身子前倾表明你正在听对方讲话，并且对话题很感兴趣。 Forward lean shows you are listening to the guest and interest in the topic. 专业、整洁的仪表显示出你对客人的尊敬。 Tidy and professional grooming shows your respect to the guests. 点头示意（目光接触和微笑）表明你看到了客人，并且马上就给他们提供相应的服务。 Nodding the head (with eye contact and a smile) shows that you have seen the guests and welcome and you will attend to them in a minute.,五秒钟内和客人拉近距离。Build a close relationship with the guests within 5 seconds.,上班时间不要嚼口香糖。 Cannot chew chewing gum on duty. 不要打断客人。 Do not interrupt the guests.,不 要 Never,感 谢 参 加 培 训 Thank You For Attending This Training,