ky nang giao tiep
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Kỹ năng giao tiếpTRANSCRIPT
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K NNG GIAO TIP
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I/ MC TIU CA GIAO TIPGip ngi nghe hiu nhng d nh ca chng ta;
C c s phn hi t ngi nghe;
Duy tr mi quan h tt p vi ngi nghe .
Truyn ti c nhng thng ip. Qu trnh ny c kh nng b mc li do thng ip thng c hiu hoc dch sai i bi 1 hay nhiu hn nhng thnh phn khc tham gia vo qu trnh ny.
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Khi khng thnh cng, nhng suy ngh, tng ca bn s khng phn nh c nhng ci ca chnh bn, gy nn s sp trong giao tip v nhng do cn trn con ng t ti mc tiu ca bn - c trong i t v trong s nghip.
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II/ CC YU T CU THNH:Sender: Ngi gi thng ip
Message: Thng ip
Channel: Knh truyn thng ip
Receiver: Ngi nhn thng ip
Feedback: Nhng phn hi
Context: Bi cnh
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1. Ngi gi... tr thnh mt ngi giao tip tt, trc tin bn phi to c cho mnh s tin tng. Trong lnh vc kinh doanh, iu ny bao gm vic th hin nhng hiu bit ca bn v ch , ngi tip nhn v bi cnh truyn t thng ip.
Bn cng phi bit c ngi tip nhn ca mnh (nhng c nhn hay nhm ngi m bn mun truyn t thng ip ca mnh ti). Vic khng hiu ngi m mnh s truyn t thng ip ti s dn n vic thng ip ca bn c th b hiu sai.
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2. Thng ip...Cc hnh thc giao tip qua vit, ni hay cc hnh thc khc u b chi phi bi ging iu ca ngi truyn t thng ip, tnh cn c ca l lun, nhng g c giao tip v nhng g khng nn c a vo, cng nh phong cch giao tip ring ca bn.
Thng ip lun lun c c yu t tr tu v tnh cm trong , yu t tr tu chng ta c th xem xt tnh hp l ca n v yu t tnh cm chng ta c th c nhng cun ht tnh cm, qua thay i c suy ngh v hnh ng.
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3. Knh truyn t thng ip...Cc thng ip c truyn t qua nhiu knh, ni th bng cch gp mt i mt, gi in thoi, gp qua video; vit th bng th t, email, bn ghi nh hay bo co.
C HAI KNH CHNHKnh giao tip chnh thc (formal communication networks)
Knh giao tip khng chnh thc (informal comm. networks)
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2.1 Knh giao tip chnh thc
T cp trn xung cp di (downward): hng dn cng vic, quan h cng vic, quy trnh, phn hi,
T cp di ln cp trn (upward): bo co, ngh,
Gia cc ng nghip (horizontal): hp tc, gii quyt cng vic, chia s thng tin, thc hin bo co,
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2.2 Knh giao tip khng chnh thc
Cc chc nng ca knh giao tip khng chnh thc:Xc nhn thng tin;
M rng thng tin;
Lan truyn thng tin;
Ph nhn thng tin;
B sung thng tin.
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4. Ngi nhn thng ip...Nhng thng ip sau c truyn t n ngi nhn. Khng nghi ng g l bn s trng ch h nhng phn hi.
Hy lun nh l bn thn ngi nhn thng ip cng tham gia vo qu trnh ny vi nhng tng v tnh cm c th lm nh hng n cch h hiu thng ip ca bn cng nh cch h phn hi li thng ip . thnh cng, bn cng nn nghin cu trc nhng yu t ny hnh ng mt cch hp l.
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5. Nhng phn hi...
Ngi tip nhn s c nhng phn hi, bng li hay cc hnh thc khc i vi thng ip ca bn.
Hy ch st sao n nhng phn hi ny bi n th hin r rng nht vic ngi tip nhn thng ip c hiu chnh xc thng ip ca bn hay khng.
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6. Bi cnh...
Tnh hung m thng ip ca bn c truyn i chnh l bi cnh.
N c th bao gm yu t mi trng xung quanh hay rng hn l nn vn ha (v d nh vn ha ni lm vic, vn ha quc t, vv.).
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III/ GIAO TIP PHI NGN NG
Giao tip phi ngn ng chim t 55-65%
Giao tip ngn ng ch chim khong 7%
S kt hp gia giao tip ngn ng v phi ngn ng chim khong 38%
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1. c im ca giao tip phi ngn ng
Giao tip phi ngn ng lun c gi tr giao tip cao
Hnh vi phi ngn ng mang tnh m h
Giao tip phi ngn ng ch yu biu l thi
Phn ln hnh vi phi ngn ng ph thuc vo vn ha
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2. Cc hnh thc giao tip phi ngn ng
Ging niDin moN ci Nt mt v nh mtiu b v c chKhong cch v khng gian Thi gianC s vt cht
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Ging ni: cao thpNhn gingm lngPht mT mNhp iu (tri chy-nht gng)Cng (to-nh)Tc (nhanh-chm)VD: Ti s tng lng cho anhTi s tng lng cho anhTi s tng lng cho anh
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3 Phi hp giao tip ngn ng - phi...
Giao tip ngn ng v phi ngn ng t khi tch ri nhau, m thng b sung cho nhau.
Giao tip ngn ng v giao tip phi ngn ng phi hp vi nhau to ra hin qu cao nht.
Khi ngn ng v hnh vi phi ngn ng tri ngc nhau => iu g quyt nh ngh ca thng ip?
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IV/ CC LOI HNH VI GIAO TIP 1. Rt r, khim tn (unassertive)Th ng v quanh co
2. Mnh m, cng kch (aggressive)Ch ng hay th ngThng thn hay quanh coThnh tht hay khng thnh tht
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3. Quyt on (assertive)
Ch ng, thng thn, v thnh tht
S dng pht biu ti thay cho anh
M t d kin thay cho phn xt hoc cng iu
Th hin s hu ca cm xc v quan im
a ra nhng yu cu thng thn v trc tip thay v ni bng gi
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3. Quyt on (assertive) (tt)
Ni khng mt cch lch s nhng cng quyt thay cho ti khng th
Thc t, tn trng, v chn tht thay cho cng iu, ni gim, hay ma mai chm bim
Th hin s a thch, s u tin thay cho vic chiu theo hay ha ng mt cch min cng
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V/ CC YU T TR NGI GIAO TIPCc yu t phi ngn ng: s khc bit v nhn thc, thiu s ch , thiu kin thc nn tng, cm xc, c tnh, din mo, thnh kin, khng lng nghe,
Cc yu t ngn ng: cch pht m, t ng,
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1. S khc bit v vn ho trong giao tipCc khc bit phi ngn ng
Tn v cch xng h
Phong tc, tc l
Trang phc
Thi gian
Thi i vi s mu thun
Vai tr ca gii tnh trong x hi
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2. Vt qua s khc bit
Tm hiu s khc bit ca cc nn vn ha
Xem s khc bit nh mt c hi
Khng th hin mnh tt (hoc) xu hn
Ni v s khc bit
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3. Cc yu t thnh cng trong khc bitNhn thc c hnh vi giao tip ca mnh b chi phi bi vn ha v khng phi lun lun ng
Linh ng v sn sng thay i
Nhy cm i vi cc hnh vi giao tip ngn ng v phi ngn ng
Nhn thc c gi tr, nim tin v thng l ca cc nn vn ha khc
Nhy cm vi s khc bit gia cc c nhn trong mt nn vn ha
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4. Cc yu t khc:
Loi b cc thng ip ca bn qu di dng, khng c t chc cht ch, hoc c nhng thiu st th n c th b hiu sai hoc dch sai.
Nhng ro cn trong bi cnh c th pht sinh do ngi tip nhn a ra qu nhiu thng tin trong thi gian qu ngn.
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VI/ CC NGUYN TC GIAO TIP
Khng c nguyn tc giao tip no bt bin, m phi tu vo tng trng hp.
Trong phn di y l mt s nguyn tc c nhn tm thng dng trong giao tip kinh doanh
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1. Lng ngheLng nghe kin ca ngi khc, iu ny gip chng ta ci thin dch v ca chng ta trong tng lai.
Mi ngi thng c n tng khng tt vi nhng ai ch bit gii quyt cc li phn nn m khng thc s lng nghe nhng g h ni.
Khi bn thc s lng nghe khch hng, mt cm gic thoi mi, d chu s xut hin trong lng mi khch hng- bi v s lng nghe chn thnh l kh him hoi, thm ch ngay c khi bn nh v gia nhng ngi thn.
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1. Lng nghe (tt)
Lng nghe to cho khch thy bn tn trng, nh gi cao h v quan tm n ho.
Xin nhc li tn ca ng/b v ngh cho bit vn . Cu ni ny cho thy, bn khng lng nghe, ng thi chc tc thm ngi vn c chuyn khng hi lng.
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2. Nh tn khch hngXng tn c nhn l mt trong nhng m thanh ngt ngo nht m khch hng mun c nghe t bn.
Vic xng h bng tn ring trong cuc ni chuyn vi khch hng s cho thy bn nhn nhn h vi t cch mt c nhn ni ring ch khng phi i tng khch hng chung chung, qua th hin s tn trng ca bn vi khch hng.
Hy dng tn ring ca h khi bn ni li cho hi, cm n, tm bit.. lm cho bu khng kh tr nn nh nhng, thn thin hn.
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2. Nh tn khch hng (tt)
Tuy nhin, bn ng s dng tn ring ca khch hng mt cch qu thng xuyn bi v n c th khin khch hng kh chu, hy s dng vo lc u v lc kt thc cuc hi thoi
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3. N ci t tri tim ca bn.
Duy tr dch v khch hng vi n ci trn khun mt dng nh l ci g hi rp khun. Tuy nhin nu bn mun khch hng yu thch dch v ca bn, hy thc hin n vi mt n ci chn tht.
Mt n ci chn tht s khin khch hng cm thy h c cho n, an tm hn v li trong lng khch hng mt cm gic nng m.
N ci c tc dng to ln nh vy, nhng ci phi ng lc.
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4. Hy cho khch hng bit, h l ngi quan trng
H bit rng cng ty bn c rt nhiu khch hng khc nhau nhng h ch thc s yu qu n nu bn khin h cm thy mnh thc s quan trng vi bn
Hi khch hng v nhng li khuyn Khch hng no cng c sn nhng kin c nhn v cung cch lm vic ca bn v cng ty bn, v nu h c hi vo thi im thch hp theo nhng cch thch hp, ng thi h cm thy rng bn thc s quan tm n cu tr li, khch hng s a cho bn li khuyn .
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4. L ngi quan trng (tt)Khng nn t ra sn sng tranh lun, cp li, khng nh hn thit vi khch hng khi xy ra nhng iu phn nn ca khch. Vic cn thit, v l nhim v ca bn l phi lng nghe, cm n v tm cch khc phc thiu st ngay sau nu c th.
Coi trng kin ca khch hng, ng bao gi ni h lm ln.
Hy cho h ni tho thch nhng ci m h mun ni.
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5. Tn trng khch hngChng ta c th gip khch ci g ch khng phi ng mun g.
Lun ci ni tht tm ch khng n khch bng thi lnh nht.
Gii p y thc mc, khiu ni ca h ch khng phi lm l.
Hy lun lun phi gi th din cho khch hng.
Khng phn bit i x vi khch hng.
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6. Quan tm thc s n khch hng.Em/chuc th gip g cho anh/ch? Bn mun mang li nim vui cho khch hng, ch khng phi bn cho khch hng mt ci g
Vic ny i ngc li chnh sch ca chng ti. Khch hng khng mun giao dch vi nhng ngi quan liu, cng nhc, nn ngi phc v cn nh nhn tm hng gii quyt linh hot trong chng mc c th. Hy nh: ng khch hng tht vng.
khng phi l cng vic ca ti. Trong trng hp ny, nn ni: Ti bit ngi c th gip ng/b gii quyt vn ny. Ti s gii thiu ng/b vi ngi .
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6. Quan tm thc s n khch hng.Ti ch lm vic y thi" Cu ni rp khun ny ti thng c nghe hu ht cc nhn vin phc v bn sau khi mn n em ra khng ng yu cu. Bng vi t ti t ny, mt nhn vin cho bit ni khng c lng nhit tnh, hng hi, quan tm ti khch v nhn vin khng sn lng p ng nhu cu ca khch hng.
81% khch hng t b nu h cm thy rng i phng khng c thin ch gip hoc khng ch n nhu cu ca khch hng. V d: Khch hng mun mua mt chic xe tiu tn t nhin liu v c kch c nh tin i trong thnh ph vn rt cht chi, nhng sut bui h ton c nghe ngi bn hng "thao thao bt tuyt" v nhng th mnh ca chic xe cng knh.
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7. Gip khch hng nhit tnh.
Hy ti gip bn mt tay. D ch l gip khch mang hng ra xe hay n gin l m ca gip ngi ang mang hng nng trn tay th mt thng ip r rng l bn sn sng gip h v n tng ny s hn su vo tm tr khch hng. V tt nhin, n s khin h quay tr li vi bn vo ln sau.
Thng tin cho khch cc dch v khc m khch quan tm nu bn c th.
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8. Kin nh quan imKhng nn gi chiu no che chiu y m cn phi hc cch ni li ca chnh mnh.
Sp lun trng dng v qu nhng nhn vin c u c, c suy ngh ring. Nu nh bn l ngi m ngi khc ni g th mnh ni y th bn d b mi ngi qun mt s tn ti ca bn v a v ca bn trong c quan cng chng cao c g. C u c th d chc v ca bn trong c quan nh th no, bn cng cn phi bit ni ln ting ni ca mnh, nn dng cm ni ln cch suy ngh ca ring mnh.
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9. ng thch tranh binC g th bnh tnh ni, trnh bin cuc ni chuyn thnh cuc thi hng bin
Bn cn sng ha bnh, gn gi vi mi ngi trong c quan, ni nng phi nh nhng, nht l phi c trn di r rng, khng c ni theo kiu ra lnh. Tuy l i khi kin ca mi ngi khc nhau, bn c kin th vn c th bo lu c, nu khng vi phm nguyn tc th khng nht thit phi bo v sng cn. Nu nh bn ch thch ni v bt mi ngi nghe th e rng ng nghip s dn ri xa bn
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10. ng bao gi khoe khoang
ng c khoe khoang mnh c quan.
Nu bn l ngi rt gii chuyn mn, nu bn c sp trng dng th nhng iu ny c tr thnh vn khoe khoang ca bn hay khng? D bn c gii giang n u th bn cng cn phi ht sc cn thn khi c quan.
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11. Hiu r thng ip ca ngi niHy nh rng nhng g ngi khc ni v nhng g chng ta nghe c th hon ton khc nhau! mi s cht lc, gi nh, ph phn cng nh tin tng mang mu sc c nhn ca chng ta c th s bp mo nhng g chng ta nghe c.
Bn nn gi li hoc tng hp li nhng g ngi khc ni chc chn mnh ang hiu c vn . Hy nhc li nhng g bn cho rng mnh ang nghe c v hi Ti c hiu ng bn khng nh? Nu bn thy mnh b ng chm bi nhng g ngi khc va ni th hy ni nh vy, sau hy hi thm hiu r vn : C th ti khng hiu ng bn v cm thy b xc phm bi iu bn va ni. Ti cho rng nhng g bn va ni c ngha l XXX; c ng bn l nh vy khng?
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12. Khuyn ngi khcng a ra li khuyn tr phi ngi ta hi bn. iu ny c th s rt kh thc hin, nht l khi chng ta thy r rng tng ca mnh s c li cho ngi .
Thay v ni Bn nn lm th ny, bn nn s dng mt s cch ni khc th hin r s tn trng ca mnh, v d nh mt cch kh kh thi l.. hoc c mt cch gip ti trong trng hp tng t nh th ny l X. Nu bn ngh n s gip ch c cho bn th ti rt vui lng chia s vi bn iu
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13. Hy c hiu ngi khc
Bn hy tm ra mt im tng ng thay v ch chm chm vo s khc bit gia bn v ngi khc.
iu g c th khin c hai ngi cng thch th (v d nh vic g ri mt vn no )? Mt cch bt u khm ph ra im tng ng chnh l vic chia s cc d nh thm kn ca mnh- v d nh bn c th ni d nh ca ti khi chia s vi bn v iu ny chnh l gip bn thnh cng trong d n ny
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CM N S THAM GIA CA BN