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与语言口头表达相比较,旅游工作人员的体态语言有以下几个特点:(一)辅助性与独特性心理学研究表明,视觉、听觉同时加工,两种信息相互作用,相互促进,既有效地烘托交互作用的感染力,又可随时调节体态语言,来强化口头语言的作用.因而在交际过程中,体态语言表达出来的首先是辅助性,支持、修饰、强化言语行为.例如、服务员行招呼礼时,不仅要用招呼语:“您好!”而且要求服务员要面带微笑,两眼看着对方的面部,轻轻点一下头,才能表达友好、主动、热情的服务.艾伯特·梅瑞宾1968年提出一个公式:交流的总效果=7%的言语十38%的音调十55%的面部表情.伯惠斯特尔教授统计:每人每天只用10分钟到11分钟时间讲话,平均每句话占2.55秒钟——人在面对面交流中,有声部分低于35%,而65%的交流信号是无声的.体态语言的辅助作用是突出的、重要的,同时,体态语言与语方表达应协调一致,与特定的情境、时间、场合相符合.
Compared with verbal expression, tourism staff body language has the following characteristics: (A) supporting and unique Psychological studies have shown that visual and auditory processing, the interaction of two kinds of information, mutual promotion, both effectively Heighten the contagious power of interaction and adjust the body language at any time to strengthen the role of oral language.Therefore, in the process of communication, the expression of body language is firstly auxiliary, support, modification and enhancement of speech act, for example, When the ceremony, not only to use the greeting language: “Hello!” And asked the waiter to be smiling, his eyes looking at each other’s face, gently nod to express friendly, proactive, enthusiastic service. Albert Mei Rubin 1968 put forward a formula: The total effect of communication = 7% of the speech ten 38% of the pitch ten 55% of the facial expressions.Peter Whistler statistics: each person only 10 minutes to 11 minutes per day to speak, With an average of 2.55 seconds per sentence - people in the face-to-face exchange, the voiced part of less than 35%, while 65% of the exchange of signals is silent.Assisted role of body language is prominent and important, at the same time, body language and Language side Up should be coordinated with the specific context, time, situation consistent.