Black: justice
Red: loyal
White: treacherous
Tears
country
Mediterranean
meaning
It’s common to see men crying in public. Suppress the emotion
the US & China
contents
Gesture Eye contact Facial expression Physical contact
Gesture
gesture
country
the USA England Sweden Italy (parts of)
meaning
Good luck
O.K
Turkey &Greece
Scenarios Show 1
• New Employee: “Because, it‟s for a summer sale, and it is currently February. Second, if we had that item at a great price and you wanted it but could not find it, I would do my best to track it down in-store for you. If we didn‟t have it here, I would call other stores for you. The simple truth is that we don‟t carry that particular item.” • Customer: “How the f*** do you know?” • New Employee: “Because, sir, it‟s an adult novelty, and this is a children‟s clothing store.” • (Security arrives and escorts the customer out of the store.) • Me: “I don‟t know how you were able to stay so calm! You almost sounded bored! I don‟t think your expression changed the entire time!” • New Employee: “Oh, I have a lot of trouble with body language. I figured out a long time ago that when I get confused, it‟s better not to respond at all, because usually I laugh and it makes them angry.” • (She’s now one of our area supervisors, and is actually better at handling the rare aggressive customer we get than our security team. This is because, apparently, a person who can’t be intimidated makes people uncomfortable.)
Eye contact
country
Arabs
meaning
Look directly ,and do so for long periods, show polite and interest
Japan
Too long is rude
Attention !!
Asians : When Asians be absorbed in listening to one
China
Meaning
fondle baby to show love
Western Culture
Stranger fondle baby can be awkward
Scenarios Show 1
(One of our new employees is dealing with a customer who is clearly angry, and is being physically aggressive and threatening. We are on the verge of calling security, but we can see that our new employee is still very calm. We hit the button when we see the customer lunge at her, despite the fact that she doesn’t react at all, and just stares at him. I run over to see what’s wrong.) Me: “Hi there, I‟m the manager. Is there a problem I can help with?” Customer: “This white b**** won‟t give me the sale price!” (The customer waves a sale leaflet from one of our competitors in my face.) New Employee: *still very calm* “I tried to tell him that isn‟t our flyer, and we don‟t even have that item, but he doesn‟t seem interested in hearing that.” Customer: “Don‟t lie to me, you b****! You just don‟t want me to get this great price!” New Employee: “Sir, I have two things to say. Firstly, that flyer is from last year—” Customer: “How the f*** do you know?!”
Chapter 4: Body Language
Every Move You Make
BODY LANGUAGE
What is body language?
❀ It‟s the way you stand and sit and walk. ❀ It‟s your gestures and the expression on your face and in your eyes. ❀It‟s your whole appearance that communicates things.
Breaking of a friendship
Gesture
gesture country meaning
Someone is crazy (often in a joking way)
Most country
Brazil
You have a phone call
Gesture
gesture
country
Kiss
Country
Eastern Europe
when
meet their friends
English-speaking country
meet acquaintance
China
Lover kiss in public, couples never do that
touch
Country
meaning
the USA
I don’t care I have no idea
China
I don’t know
Gesture
gesture
country
meaning
The USA and other countries
Great job, number 1
Nigeria
Rude
Gesture
thing ,they often keep their eyes closed
Westerners think the Asians are uninterested.
Japan : to look at someone in the eye
Facial expression ----- Sichuan opera
BODILY SPEAKING…
❀ According to social anthropologist, 35% of the social meaning is actually transmitted by words. ❀ So, 65% of it is conveyed through the body (nonverbal channel).
France
Middle eastern
Japan
Don‟t
use your left hand , especially Arabic and
Indian.
Don‟t wear glove. <women can be allowed to wear in social occasions> Look at your partner. Don‟t shake their hands up and down.
Japanese women There is bad news
Physical contact
handshake
kiss