Abstract The aim of this study was twofold: to develop a method for collecting voice data from natural working environments; and to study loading changes. Changes caused by loading were approached from two perspectives: the relationship between subjective complaints and objectively measured voice features, and the changes of objective variables during one working day. Subjects consisted of female teachers from primary and secondary schools. Six separate studies were carried out, the number of subjects for each one ranging from 3 to 33. The subjects were 33 - 59 years old. Recordings were made of their voices both during breaks and lessons with a portable DAT recorder. The recordings made during the breaks were collected on three days of one week, and four times on each week. The speech samples of the lessons were taken from the first and last lesson of the day. Subjects filled in a questionnaire about their voice, which divided them into two groups: those with few complaints (the FC group) and those with many complaints (the MC group). In addition, three subjects performed a laboratory voice loading task. The speech sample recorded during breaks was a maximally sustained [a], from which fundamental frequency (F0), jitter and shimmer were analyzed. The lesson samples were analyzed for F0, its standard deviation (F0 SD), sound pressure level (SPL), its standard deviation (SPL SD), F0 time ( = active vibration time of the vocal folds) and long-time average spectrum (LTAS). The laboratory samples (a simple reading task) were measured for F0. Additionally, an index (F0 x F0 time/ 1000) for assessing voice loading is presented. The results showed that voice complaints correlated with objectively measured voice features: the more the complaints, the higher the F0 and SPL, the larger the F0 SD and the steeper the tilt of the LTAS, the latter indicating that the voices of the MC group had a tendency towards a hypofunctional voice usage. In addition, at the end of the working week the shimmer values of the MC group were lower than those of the FC group. During the working day, the F0 rose, F0 SD and SPL SD increased and the LTAS levelled out (changes towards a hyperfunctional voice usage). Some of these changes are caused by the classroom situation, some by the teachers themselves, and some (obviously the changes of the F0 and the LTAS) by physiological alterations. Interestingly, the main changes, which were the F0 rise and levelling of the spectrum, occurred in the FC-group. The changes possibly reflect a normal adaptation of the human body, and they may act as an alarm system for avoiding excessive strain and exhaustion. The voice loading index correlated with the voice complaints. The experiment showed that the used method is well suited for the measurement of voices in working places. The maximally sustained phonation proved to be a suitable voice task for the measurement of the voice in working places where subjects have to do a task independently. The results also showed that F0 yields different values in different conditions and with different voice tasks. This deserves attention when defining standards for acoustic variables.

Professional voice users such as singers and teachers are at high risk for vocal injury. A literature review was conducted to understand the prevalence of voice problems and the effectiveness of vocal hygiene education. The findings of the review suggested that in order to reduce the impact of voice disorders, it is imperative that the education of singers and teachers include how the voice functions and how to best take care of it. The purpose of this study was to discover what students on a collegiate level know about vocal anatomy, physiology, and vocal hygiene issues. It was hypothesized that graduate students who had taken a pedagogy course, were more knowledgeable about vocal anatomy, physiology, and vocal health than undergraduate or graduate students who had not had such a course. A survey was administered to voice students at a large university music program to ascertain the level of student knowledge. An analysis of the survey results provides educators with insight into specific areas of student deficiency and current collegiate pedagogical needs. The findings from the study survey were applied to recommendations for undergraduate and graduate vocal pedagogy curriculum, with an emphasis on anatomy, physiology, and preventative care of the voice. Course descriptions, objectives, and assessment methods were included for each vocal pedagogy course. The study recommended that all voice students receive information that allows them to make educated decisions regarding voice care and prepares them to be leaders in teaching singing based on voice science. In addition to anatomy and physiology of the voice, vocal hygiene is an important topic to be included in pedagogy curriculum. Issues and resent research in vocal hygiene were discussed including: speaking habits, hydration, reflux, medical management, etc. and how these contribute to or detract from efficient voice use.

Neste estudo investigou-se a relação entre aspectos psicológicos (agradabilidade, confiabilidade e naturalidade) de vozes profissionais e parâmetros acústicos (intensidade, freqüência e duração). Os aspectos psicológicos foram previamente definidos através de um questionário aplicado a profissionais da voz. Trechos de fala de repórteres e apresentadores de rádio e televisão (masculinas e femininas) foram gravados em estúdio profissional e analisados acusticamente por meio do programa de computador Dr. Speech 3.0. Posteriormente as gravações foram apresentadas pelo método de comparação aos pares a ouvintes leigos para que estimassem o quão agradável, confiável e natural eram as vozes preferidas em relação às preteridas. As somas das pontuações dos julgamentos estabeleceram escalas decrescentes que ordenavam as vozes mais agradáveis, mais confiáveis e mais naturais; e os valores destas escalas foram correlacionadas com os parâmetros acústicos. Também, para cada aspecto psicológico, foi determinada uma matriz de índices de correlação de Pearson entre as somatórias das pontuações das vozes, que foi submetida a uma análise de escala multidimensional (MDS). Esta análise indicou que as vozes podem ser descritas adequadamente por três dimensões em cada aspecto psicológico. Os valores das escalas dessas dimensões também foram correlacionados com os parâmetros acústicos. Concluiu-se que os julgamentos de agradabilidade, confiabilidade e naturalidade das vozes guardam interdependência entre si. O aspecto confiabilidade teve duas dimensões fortemente correlacionadas com freqüência e intensidade. Para agradabilidade e naturalidade houve concorrência de vários parâmetros acústicos. Sugere-se que no trabalho de impostação de voz se considerem os parâmetros acústicos que se correlacionam fortemente com as dimensões dos aspectos psicológicos. / This study investigated the relation between the psychological aspects (pleasantness, reliability and naturalness) of professional voices and acoustic parameters (intensity, frequency and duration). The psychological aspects were previously determined through a questionary applied to those who use their voices professionally. Parts of the speeches of reporters and radio and television presenters (male and female) were recorded in a professional studio and analyzed acoustically by means of the computer program Dr. Speech 3.0. Subsequently the recordings were presented, by the comparison method, in pairs, to laymen so that they could estimate how pleasant, reliable and natural were the preferred voices in relation to the neglected ones. The sum of the ratings established increasing scales that assorted the most pleasant, most reliable and most natural voices; and the values of those scales were correlated with the acoustic parameters. For each psychological aspect, as well, a Pearson correlation index matrix was determined between the total amounts of the voice ratings, and was submitted to a multidimensional scale analysis (MDS). This analysis indicated that three dimensions in each psychological aspect might adequately describe the voices. The values of the scales of these dimensions were also correlated with the acoustic parameters. The conclusion was that the pleasantness, reliability and naturalness ratings of the voices maintain interdependence among them. The reliability aspect had two dimensions that were strongly correlated with frequency and intensity. For pleasantness and naturalness aspects there was a balance among several of the acoustic parameters. It is suggested that the acoustic parameters that strongly correlate with the dimensions of the psychological aspects should be considered on the voice placement work.

Made available in DSpace on 2016-04-27T18:11:49Z (GMT). No. of bitstreams: 1 Nadja Barbosa de Sousa.pdf: 846270 bytes, checksum: bfc2b1b809c33245f92f13e6f5f1a5fe (MD5) Previous issue date: 2011-02-21 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / INTRODUCTION: in erudite singing the voice has to have projection to be considered functional. It is the teacher‟s role to guide the student in using favorable techniques and strategies for vocal projection during performance, using the least possible effort. However, there are controversies concerning the teaching of vocal projection, as singing teachers have different educational backgrounds and aesthetic views. PURPOSE: To analyze the perspectives and approaches regarding vocal projection, used by erudite singing teachers in Brazil. METHODS: the subjects of this study were 72 singing teachers (51 women and 21 men), working in Brazil. The participants answered, by email, an open questionnaire, composed of sample characterization data: sex, age, work places, educational background, and time of teaching experience, as well as seven questions about vocal projection in erudite singing. For purpose of this study, the answers to the two central questions were analyzed. These questions directly concerned definitions and approaches in vocal projection, according to the subjects. The answers to each question were categorized, and then statistically analyzed. In this analysis, the categories were crossed with the following variables: sex, educational background, and time of teaching experience. RESULTS: in regards to the definition of projection, the following categories were observed: body, breathing, sound production (source and filter), sound aesthetics and audibility. The categories sound production‟ and audibility‟ were mentioned more often than the rest, and the latter was mentioned by 81% of the male teachers in this study, which is statistically significant (p=0,027). With regards to the different approaches, the observed categories were: body, breathing, perception/self-perception, image and emission forms. The categories mentioned more often were breathing‟ and emission form‟. FINAL CONSIDERATIONS: to knowledge of the participating singing teachers, vocal projection was defined, predominantly, as a combination of sound production aspects and audibility. However, the reference to audibility was highlighted, as it showed statistical significance. As far as the different approaches, breathing and sound emission were emphasized as the main strategies for work and development of vocal projection in erudite singing / INTRODUÇÃO: no canto erudito a voz tem que ter projeção para ser considerada funcional. Fica ao encargo do professor nortear o aluno quanto ao uso de técnicas e estratégias favoráveis para que a voz se projete, durante uma performance, com o mínimo de esforço possível. No entanto, existem polêmicas quanto ao modo de se ensinar a projeção vocal, isto porque as concepções e perspectivas de trabalho variam conforme a formação de professores de canto e correntes estéticas musicais. OBJETIVO: analisar conhecimentos e abordagens referentes à projeção vocal, na perspectiva de professores do canto erudito, atuantes no Brasil. MÉTODO: o estudo foi realizado com 72 professores de canto erudito (51 mulheres e 21 homens), atuantes em território nacional. Os participantes responderam, por via eletrônica, a um questionário aberto composto de dados de caracterização da amostra: sexo, idade, locais de atuação, tipo de formação e tempo de docência e de sete questões sobre projeção vocal no canto erudito. Para esta pesquisa, foram analisadas as duas questões centrais que trataram, diretamente, de definições e abordagens sobre a projeção vocal, na visão dos sujeitos. As respostas de cada questão foram classificadas em categorias e, em seguida, analisadas estatisticamente. Na análise estatística, as categorias foram cruzadas com as variáveis: sexo, tipos de formação e tempo de experiência docente. RESULTADOS: em relação ao que é projeção, os dados geraram as categorias: corpo, respiração, produção do som (fonte e filtro), estética do som e audibilidade. As categorias de produção do som e audibilidade foram mais citadas, e esta última foi referida por 81% dos professores do sexo masculino, dado que teve significância estatística (p=0,027). Com relação às abordagens, as categorias encontradas foram: corpo, respiração, percepção/propriocepção, imagem e forma de emissão. As duas mais citadas foram respiração e forma de emissão. CONSIDERAÇÕES FINAIS: segundo os conhecimentos dos professores de canto da amostra, do referido estudo, a projeção vocal foi definida, predominantemente, pela junção dos aspectos de produção do som e audibilidade. Contudo, a referência à audibilidade teve destaque pela significância estatística. No caso das abordagens, os fatores respiração e emissão do som foram enfatizados como as principais formas de se trabalhar e desenvolver a projeção vocal do cantor erudito

Os profissionais da comunicação frequentemente buscam atendimento fonoaudiológico para a suavização de características desprestigiadas em sua fala. Estudos têm apontado a Telessaúde como ferramenta complementar ou alternativa no cuidado das pessoas. Entretanto, é necessário investigar o impacto do uso destas tecnologias na prática clínica e avaliar se as orientações dadas a distância são tão efetivas quanto as orientações presenciais. O objetivo deste estudo é verificar a eficácia de uma oficina na modalidade a distância para suavização de sotaque do arquifonema {R} quando realizado como tepe retroflexo e comparar a abordagem a distância com a presencial. Foram desenvolvidas duas oficinas: Oficina para Suavização de Sotaque a Distância, disponibilizada na Plataforma Virtual Tidia-Ae da Universidade de São Paulo e a Oficina para Suavização de Sotaque Presencial, realizada no Anfiteatro de Fonoaudiologia da Faculdade de Odontologia de Bauru da Universidade de São Paulo. Ambas as oficinas foram compostas por dez módulos contendo atividades teóricas e atividades práticas. Participaram das oficinas 23 estudantes/profissionais de Locução/Jornalismo/Rádio e TV, de ambos os sexos e média de idade de 26,87 anos (DP = 7,37). Para avaliação das oficinas, todos os participantes tiveram suas vozes gravadas e responderam a questionários antes e ao final das oficinas. Os resultados do presente estudo indicaram que os participantes de ambas as oficinas obtiveram suavização de sotaque significante após sua participação nas oficinas e que não houve diferença significante entre as duas abordagens de oficina. / The Communication Professionals often seek speech therapy for smoothing discredited characteristics in speech. Studies have pointed Telehealth as a complementary or alternative tool to care people. However, it is necessary investigate the impact of using these technologies in clinical practice and assess whether the guidelines given in telepractice are as effective as face-toface guidance. This study aims verify the effectiveness of a e-learning workshop for smoothing accent at archiphoneme {R} when pronounced as retroflex flap and compare telepractice and face-to-face approach. Two workshops were developed: the \"E-learning Workshop to Smooth Accent\" available for participants in Tidia-Ae Virtual Platform of the University of São Paulo, and the \"Face-to-Face Workshop to Smooth Accent\" held at the Speech Pathologys Amphitheatre at Faculty of Dentistry of Bauru, University of São Paulo. Participated 23 students or professional media workers, regardless of gender and with 26,87 average age (SD = 7,37). Both workshops were composed of ten modules containing theoretical and practical activities. For workshops evaluation, all participants had their voices recorded and they answered questionnaires before and after the workshops. The results of this study pointed significant smoothing accent for participants after their participation in both workshops, and there was no statistical difference between the telepractice and face-to-face approach.

Poor breath management is problematic for singing. Voice students and singing teachers typically attribute breath management issues to abdominal-diaphragmatic breathing technique. The present study seeks to determine whether glottal insufficiency may also contribute to singer’s breath management problems. Studies have revealed a relationship between incomplete vocal fold closure and inefficiency in the speaking voice. However, the effect of incomplete vocal fold closure on vocal efficiency in singers has yet to be determined. Since the larynx cannot be observed without the assistance of clinical instrumentation, not readily available in the voice studio, issues at the glottal level may be underappreciated as a contributor to poor breath management in the singer. Two groups of voice students identified with and without breath management problems underwent aerodynamic and acoustic voice assessment as well as videostroboscopy of the vocal folds to quantify the prevalence of incomplete vocal fold closure. These assessments revealed four groups: (1) those with glottic insufficiency and no perceived breathiness; (2) those with glottic sufficiency and perceived breathiness; (3) those with glottic insufficiency and perceived breathiness; and, (4) those with glottic sufficiency and no perceived breathiness. Results suggest that previously undiscovered glottal insufficiency is common, though the correlation with identified breath management problems was not statistically significant. Acoustic and aerodynamic measures including noise-to-harmonics ratio, maximum phonation time, airflow rate, subglottal pressure and laryngeal airway resistance were most sensitive to glottic insufficiency.

Os profissionais da comunicação frequentemente buscam atendimento fonoaudiológico para a suavização de características desprestigiadas em sua fala. Estudos têm apontado a Telessaúde como ferramenta complementar ou alternativa no cuidado das pessoas. Entretanto, é necessário investigar o impacto do uso destas tecnologias na prática clínica e avaliar se as orientações dadas a distância são tão efetivas quanto as orientações presenciais. O objetivo deste estudo é verificar a eficácia de uma oficina na modalidade a distância para suavização de sotaque do arquifonema {R} quando realizado como tepe retroflexo e comparar a abordagem a distância com a presencial. Foram desenvolvidas duas oficinas: Oficina para Suavização de Sotaque a Distância, disponibilizada na Plataforma Virtual Tidia-Ae da Universidade de São Paulo e a Oficina para Suavização de Sotaque Presencial, realizada no Anfiteatro de Fonoaudiologia da Faculdade de Odontologia de Bauru da Universidade de São Paulo. Ambas as oficinas foram compostas por dez módulos contendo atividades teóricas e atividades práticas. Participaram das oficinas 23 estudantes/profissionais de Locução/Jornalismo/Rádio e TV, de ambos os sexos e média de idade de 26,87 anos (DP = 7,37). Para avaliação das oficinas, todos os participantes tiveram suas vozes gravadas e responderam a questionários antes e ao final das oficinas. Os resultados do presente estudo indicaram que os participantes de ambas as oficinas obtiveram suavização de sotaque significante após sua participação nas oficinas e que não houve diferença significante entre as duas abordagens de oficina. / The Communication Professionals often seek speech therapy for smoothing discredited characteristics in speech. Studies have pointed Telehealth as a complementary or alternative tool to care people. However, it is necessary investigate the impact of using these technologies in clinical practice and assess whether the guidelines given in telepractice are as effective as face-toface guidance. This study aims verify the effectiveness of a e-learning workshop for smoothing accent at archiphoneme {R} when pronounced as retroflex flap and compare telepractice and face-to-face approach. Two workshops were developed: the \"E-learning Workshop to Smooth Accent\" available for participants in Tidia-Ae Virtual Platform of the University of São Paulo, and the \"Face-to-Face Workshop to Smooth Accent\" held at the Speech Pathologys Amphitheatre at Faculty of Dentistry of Bauru, University of São Paulo. Participated 23 students or professional media workers, regardless of gender and with 26,87 average age (SD = 7,37). Both workshops were composed of ten modules containing theoretical and practical activities. For workshops evaluation, all participants had their voices recorded and they answered questionnaires before and after the workshops. The results of this study pointed significant smoothing accent for participants after their participation in both workshops, and there was no statistical difference between the telepractice and face-to-face approach.

Neste estudo investigou-se a relação entre aspectos psicológicos (agradabilidade, confiabilidade e naturalidade) de vozes profissionais e parâmetros acústicos (intensidade, freqüência e duração). Os aspectos psicológicos foram previamente definidos através de um questionário aplicado a profissionais da voz. Trechos de fala de repórteres e apresentadores de rádio e televisão (masculinas e femininas) foram gravados em estúdio profissional e analisados acusticamente por meio do programa de computador Dr. Speech 3.0. Posteriormente as gravações foram apresentadas pelo método de comparação aos pares a ouvintes leigos para que estimassem o quão agradável, confiável e natural eram as vozes preferidas em relação às preteridas. As somas das pontuações dos julgamentos estabeleceram escalas decrescentes que ordenavam as vozes mais agradáveis, mais confiáveis e mais naturais; e os valores destas escalas foram correlacionadas com os parâmetros acústicos. Também, para cada aspecto psicológico, foi determinada uma matriz de índices de correlação de Pearson entre as somatórias das pontuações das vozes, que foi submetida a uma análise de escala multidimensional (MDS). Esta análise indicou que as vozes podem ser descritas adequadamente por três dimensões em cada aspecto psicológico. Os valores das escalas dessas dimensões também foram correlacionados com os parâmetros acústicos. Concluiu-se que os julgamentos de agradabilidade, confiabilidade e naturalidade das vozes guardam interdependência entre si. O aspecto confiabilidade teve duas dimensões fortemente correlacionadas com freqüência e intensidade. Para agradabilidade e naturalidade houve concorrência de vários parâmetros acústicos. Sugere-se que no trabalho de impostação de voz se considerem os parâmetros acústicos que se correlacionam fortemente com as dimensões dos aspectos psicológicos. / This study investigated the relation between the psychological aspects (pleasantness, reliability and naturalness) of professional voices and acoustic parameters (intensity, frequency and duration). The psychological aspects were previously determined through a questionary applied to those who use their voices professionally. Parts of the speeches of reporters and radio and television presenters (male and female) were recorded in a professional studio and analyzed acoustically by means of the computer program Dr. Speech 3.0. Subsequently the recordings were presented, by the comparison method, in pairs, to laymen so that they could estimate how pleasant, reliable and natural were the preferred voices in relation to the neglected ones. The sum of the ratings established increasing scales that assorted the most pleasant, most reliable and most natural voices; and the values of those scales were correlated with the acoustic parameters. For each psychological aspect, as well, a Pearson correlation index matrix was determined between the total amounts of the voice ratings, and was submitted to a multidimensional scale analysis (MDS). This analysis indicated that three dimensions in each psychological aspect might adequately describe the voices. The values of the scales of these dimensions were also correlated with the acoustic parameters. The conclusion was that the pleasantness, reliability and naturalness ratings of the voices maintain interdependence among them. The reliability aspect had two dimensions that were strongly correlated with frequency and intensity. For pleasantness and naturalness aspects there was a balance among several of the acoustic parameters. It is suggested that the acoustic parameters that strongly correlate with the dimensions of the psychological aspects should be considered on the voice placement work.

Storytelling is recognized as an important skill in many fields including, but not limited to communication, education, and business. A professional storyteller is dependent on their voice, which is their biomedically imbedded work tool. This study, guided by research questions, examines the effects of voice loss on professional voice users. Employing a qualitative method, using one-one-one interviews and a focus group, this study investigates the experiences of a singer/actor, a singer/storyteller, a storyteller/public speaker, a teacher/storyteller, and an administrator to examine impacts of their varying degrees of voice loss on their quality of life. Findings indicate that vocal dysfunction, or dysphonia, had the following impacts for storytellers and professional voice users. First, it impaired their ability to work. Participants experienced from limited to complete inability to perform their job. This suggests that professional vocal performers are at risk for economic distress if they lose full use of their voice. Second, dysphonia created emotional distress. The implications of voice loss for those who heavily rely on their voices for work, include reduced quality of life. Finally, dysphonia impacted identity. Specifically, the participants described the challenge of losing their defined role as speaker or singer and having to let go of their former identity. This suggests that when voice professionals experience voice loss, they may be faced with relinquishing their identity and seeking a new one. The author makes suggestions for future research on voice loss for specific groups of professional voice users, such as storytellers, singers, teachers, actors, and others. These individuals may use this knowledge to better negotiate challenges of vocal dysfunction if it occurs. Understanding the relationship of a vocal professional and their voice will enable healthcare providers and other professionals to better provide care and support.

Made available in DSpace on 2016-04-27T18:12:27Z (GMT). No. of bitstreams: 1 Claudia Celia Lopes Souza.pdf: 493708 bytes, checksum: cb31bfc48acc3bdbdacaaf18c7447554 (MD5) Previous issue date: 2007-10-08 / Universidade do Estado da Bahia / Introduction: The high competitiveness in the work market has demanded a good communication competence from those professionals who wish to have success in their careers. This is the reality of the salesperson, a voice-dependent professional, who needs to communicate efficiently in order to persuade the customer to buy. Knowing the use salespeople make their expressiveness was the focus of this study. Objective: To characterize the expressiveness of health service plan salespeople at the moment of a transaction according to the evaluation of a specialized speech therapist and the opinion of potential clients. Method: The subjects of this study are four health service plan salespeople who were audio-recorded at a simulated sales transaction. In the simulation researchers used a fake customer who was oriented and trained in advance and who fit the profile of a health service plan buyer. The recording was analyzed by a group of 31 potential clients and by a speech therapist specialized in the area. The specialist evaluated the health service salespeople at the moment of a transaction describing her findings in relation to the visual analysis, the oral expressiveness analysis, and the integration of body and voice for each topic considered by the salespeople, concluding with her personal judgment of the best and the worst salespersons. The 31 potential clients who helped with this study also made their judgments of the salespeople, and their opinions about them were categorized into cognitive, emotional and communicative aspects. Results: The results showed the non-verbal aspects of communication, like gestures, posture and good appearance were the most mentioned by the potential customers. For this group V1 (Salesperson 1) and V 4 (Salesperson 4) were considered the best salespeople and V2 (Salesperson 2) was the worst. The speech therapist considered V2 the best, and V3 (Salesperson 3) was considered the worst in the specialist s opinion. Conclusion: The results lead us to conclude that the non-verbal communication was the one that called the attention of the potential clients the most. In such evaluation, the first impression counted the most. In the case of this group, who could actually be real customers, there was not a deep analysis of communication, but just an idea, positive or negative, caused by the first impression. In this case, the gesture, the posture and the facial expressions had a very strong influence. In relation to this first impression, the speech therapist s opinion did not differ from that of the group. However, after deeper analysis, she selects as the best salesperson the one who, in spite of the excessive use of gestures, presented the most pertinent arguments, varied use of expressive resources, and showed more naturalness. On the other hand, the worst salesperson, in the speech therapist s point of view, was the one who didn t make use of argumentation, paused too many times, making the discourse non fluent and demanding too much attention from the listener in order to understand the message / Introdução: a alta competitividade no mercado de trabalho tem exigido dos profissionais que desejam ter sucesso na carreira um bom desempenho comunicativo. Essa é a realidade do vendedor, profissional da voz que, para persuadir o cliente à compra, deve se comunicar de forma eficiente. Conhecer o uso que os vendedores fazem de sua expressividade foi o foco de interesse desse estudo. Objetivo: Caracterizar a expressividade de vendedoras de planos de saúde no momento da negociação segundo a avaliação de uma fonoaudióloga especialista e a opinião de possíveis clientes. Método: os sujeitos desse estudo são quatro vendedoras de planos de saúde que foram áudio-gravadas no momento de uma negociação simulada de venda. Na simulação, a pesquisa usou um cliente simulador que foi orientado e trabalhado previamente e que estava dentro do perfil de compradores de plano de saúde. O DVD editado foi analisado por um grupo de 31 avaliadores possíveis clientes e por uma avaliadora fonoaudióloga especialista na área. A profissional avaliou as vendedoras de plano de saúde no momento da negociação descrevendo seus achados quanto à análise visual, à análise da expressividade oral, e a integração corpo-fala para cada tema discorrido pelas vendedoras, concluindo com seu julgamento pessoal quanto à melhor e pior vendedora. Os 31 possíveis clientes que colaboraram com este estudo também fizeram seus julgamentos quanto às vendedoras e suas opiniões acerca dessas foi categorizada em aspectos cognitivos, aspectos emocionais e aspectos comunicativos. Resultados: Os resultados mostraram que os aspectos comunicativos não verbais, como gestos, postura e boa apresentação física foram os mais citados pelos possíveis clientes. Para esse grupo a V1 e a V4 foram julgadas como as melhores vendedoras e a V2 como a pior vendedora. A fonoaudióloga especialista na área julgou a V2 como a melhor vendedora e V3 foi considerada a pior vendedora na opinião da fonoaudióloga especialista. Conclusão: Os resultados nos levam a concluir que a comunicação não verbal foi a que mais chamou a atenção dos possíveis clientes. Nesse julgamento valeu a primeira impressão. No caso desse grupo que poderia ser de fato um cliente potencial não existe um aprofundamento na análise comunicativa e sim uma idéia, positiva ou negativa, causada logo a primeira vista. Dessa maneira o gesto, a postura e a expressão facial têm uma influência muito forte. Com relação à essa primeira impressão, a opinião da fonoaudióloga não foi muito discrepante, porém em sua análise mais aprofundada, escolhe como melhor a que, apesar de uso excessivo de gestos, apresentou mais argumentos pertinentes, uso variado de recursos expressivos e demonstrou maior naturalidade. Por outro lado, a pior vendedora, na visão da fonoaudióloga, foi a que não fez bom uso da argumentação, excedeu-se em pausas, tornando disfluente o discurso e exigindo muita atenção do ouvinte para que se pudesse compreender a mensagem