ky nang giao tiep-chuong 1

1Chng 1

TONG QUAN VE GIAO TIEP

TRONG KINH DOANH

Th.S L Ngc Thng

H Ngn hng TPHCM

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Bn lun v giao tip

Giao tip l g?

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Tai sao phai hoc giao tiep?

9Giao tiep i thng?

9Hieu qua cua cong viec?

9Hoc nhieu = Giao tiep tot?

9Ky nang ky thuat = Ky nang giao tiep?

K NNG GIAO TIP TRONG KINH DOANH

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4Quan niem ung hay sai?

9Giao tiep la viec de.

9Giao tiep luc nao cung tot.

9Giai quyet c moi chuyen.

9Giao tiep nhieu hn la tot hn.

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Vy:

Giao tip l g?

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Giao tip l g?Giao tip l s trao i thng tin.Giao tip l vic chuyn ti tng t ngi ny

sang ngi khc.Giao tip l vic ni vi ngi khc mt iu g.

Giao tip l vic chia s thng tin v to dngnhng mi quan h,

Giao tip l gii thiu mnh vi ngi khc.Giao tip l vic hng dn ngi khc lm mt

vic g ,


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7Bn lun v giao tip

Lm sao giao tip?

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Bn lun v giao tip

Vai tr ca giao tip?

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Bn lun v giao tip

Lm sao giao tip tt?


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KHAI NIEM GIAO TIEP TRONG KINH DOANH

Theo Martin P. Andelem (1950): Giao tiep laqua trnh, qua o chung ta hieu c ngi khacva lam cho ngi khac hieu chung ta.

Theo John B. Hoben (1954): Giao tip la strao i vi nhau t duy hoc y tng bng li.

Theo MPDF (2004): Giao tiep la viec trao oithong tin gia nhng con ngi va thng danen hanh ong.

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Theo Thai Tr Dung (2005): Giao tiep la hoatong xac lap va van hanh cac moi quan he xahoi gia ngi vi ngi, hoac gia ngi vacac yeu to xa hoi nham thoa man nhng nhucau nhat nh .

Theo Vu Th Phng (2006): Giao tiep laqua trnh trao oi thong tin gia cac ca nhanthong qua mot he thong bao gom cac ky hieu, cac dau hieu va hanh vi.

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Theo oan Th Hong Van (2006): Giao tiepla hanh vi va qua trnh, trong o con ngitien hanh trao oi thong tin vi nhau; nhanthc, anh gia ve nhau; tac ong qua lai, anhhng lan nhau.

Giao tiep trong kinh doanh la qua trnh vahoat ong thiet lap, chuyen tai, duy tr vaphat trien moi quan he gia ngi vi ngitrong kinh doanh.


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La qua trnh, la hanh vi, la hoat ong.Quan trong vi moi ca nhan, nhom, xa

hoi.Bao gom tao ra va hoi ap lai thong

iep.Thch nghi vi con ngi va moi trng.Co muc ch ro rang.

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AC IEM GIAO TIEP TRONG KINH DOANH

Tnh a dang: a dang ve oi tng giao tiep. a dang ve muc ch giao tiep . a dang ve loai hnh giao tiep . a dang ve van hoa trong giao tiep.

Tnh c hoi: Tranh thu tng c hoi tiep xuc. Cac cuoc tiep xuc trong kinh doanh co an cha

nhng c hoi.

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AC IEM GIAO TIEP TRONG KINH DOANH

Tnh li ch : X ly cac moi quan he v li ch mong muon. La tro chi ma ca hai ben phai cung thang.

Tnh khoa hoc va tnh nghe thuat : Ngi tham gia giao tiep phai nam c:9Cac nguyen tac tham gia giao tiep; 9Cac trang thai tam ly cua con ngi; 9Cac qui nh trong giao dch kinh doanh nh: thu

tuc luat phap, le tan Phai van dung linh hoat, kheo leo, nhay ben.


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CHC NANG CUA GIAO TIEP Nhom chc nang theo phng dien xa hoi:

1) Chc nang thong tin, to chc:9 Giao tiep giup thong tin, truyen menh lenh

2) Chc nang ieu khien:9 Giao tiep giup ieu khien ngi khac.

3) Chc nang phoi hp hanh ong:9 Giao tiep giup phoi hp hoat ong.

4) Chc nang ong vien, kch thch:9 Giao tiep giup lam phan chan tinh than, tam ly

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CHC NANG CUA GIAO TIEPNhom chc nang theo phng dien tam ly :

1)Chc nang tao moi quan he:9Giao tiep giup co moi lien he vi cac ca nhan

trong cong ong.2)Chc nang can bang cam xuc :9Giao tiep giup boc lo cam xuc ra ben ngoai.

3)Chc nang phat trien nhan cach :9Giao tiep giup tiep can vi nhng quan iem

mi, cach hanh x mi ieu chnh ban than, cai thien ban than.

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PHNG TIEN GIAO TIEP TRONG KINH DOANH

Nh the nao la cac phng tien giao tiep? Tat ca cac yeu to the hien thai o, tnh cam, moi

quan he, tnh trang tam lyNgon t: La phng tien chu yeu e truyen i thong tin cua

con ngi.9Noi dung: y ngha cua li noi, cua t ng.9Tnh chat cua ngon t: nhp ieu, am ieu, ng

ieu cua giong noi.9ieu bo : la nhng c ch cua tay chan, ve mat.


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PHNG TIEN GIAO TIEP TRONG KINH DOANH

Phi ngon t: La nhng cach dien at thong tin khong li qua cac

c ch, ve mat, dang ieu, ong tac.9Net mat; nu ci; anh mat; cac c ch; t the;

dien mao; khong gian giao tiep; o vat; cac hanhvi ac biet

Phng tien giao tiep phi ngon t giup ngi ta nhaycam hn trong giao tiep.

Tuy tnh chat moi quan he ma cac phng tien giaotiep se co vai tro khac nhau.

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CAC LOAI HNH GIAO TIEPCan c vao noi dung:

Giao tiep e thong bao tin tc. Giao tiep e thay oi he thong ong c va gia tr. Giao tiep e kch thch, ong vien.

Can c vao oi tng giao tiep: Giao tiep lien nhan cach (gia nhom nho 2 3

ngi). Giao tiep nhom v mot muc ch chung. Giao tiep xa hoi (lp hoc, hoi ngh, oan the).

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CAC LOAI HNH GIAO TIEPCan c tnh chat tiep xuc:

Giao tiep trc tiep: gap g nhau, nhan dien cnhau, oi thoai trc tiep vi nhau.

Giao tiep gian tiep: thong qua cac phng tien trunggian nh fax, th tn, ien thoai, email

Can c theo tnh chat nghi thc : Giao tiep chnh thc: tuan theo nhng chuan mc

c thong nhat va tha nhan cua xa hoi, phap luatnh hoi hop, mitinh, am phan...

Giao tiep phi chnh thc: mang tnh chat ca nhan, tle nghi


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CAC LOAI HNH GIAO TIEPCan c the tam ly:

Giao tiep the manh. Giao tiep the yeu. Giao tiep the can bang

Can c theo phong cach am phan: Giao tiep theo kieu Thang Thang. Giao tiep theo kieu Thang Thua. Giao tiep theo kieu Thua Thang. Giao tiep theo kieu Thang Thang hoac khong H. Giao tiep theo kieu Thua Thua

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CAC NGUYEN TAC GIAO TIEP TRONG KINH DOANH

Nguyen tac ABC:1. Accuracy (chnh xac): thong tin c truyen at

phai chnh xac, khong c sai sot.2. Brevity (ngan gon): thong tin c truyen at phai

ngan gon, cot yeu, khong rm ra.3. Clarity (ro rang): thong tin khong c map m,

khong the c hieu theo nhieu cach.

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Nguyen tac 5C/7C:1. Clear (ro rang): thong iep phai ro rang, hieu theo

mot ngha duy nhat.2. Complete (hoan chnh): thong iep phai cha

ng u thong tin can thiet.3. Concise (ngan gon, suc tch): thong iep khong

c qua dai dong.4. Correct (chnh xac): thong tin cua thong iep phai

chnh xac.5. Courteous (lch s): giao tiep phai the hien s nha

nhan, ton trong oi tng.


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6. Consistency (nhat quan): cac phan trong thongiep phai thong nhat vi nhau, khong oi nghchnhau.

7. Cautious (can trong): thong iep ch truyen atnhng thong tin chac chan.

Mi li khuyen cua Mark Mc. Cormack:1. Khong bao gi c anh gia thap s quan trong

cua tien bac.2. Khong bao gi c anh gia qua cao tien bac.3. Co the co nhieu ban be trong kinh doanh nhng

can biet chon ngi ban ch cot nhat.

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4. ng s neu phai noi Toi khong biet.5. Noi t i, nghe nhieu hn.6. Gi li ha cho du ln hay nho.7. Tat ca cac giao dch eu co ac iem rieng nen

can phai mem deo, linh hoat e co cach x ly thchhp.

8. Hay lam ung ngay t au.9. Hay kha ai vi moi ngi.10. Chia se cung ngi khac, ng cp cong cua

ngi khac.

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CAC NGUYEN TAC C BAN:

TON TRONG LAN NHAU

CUNG NHAU CO LI

THAU TNH AT LY

PHAI BIET CHAP NHAN

PHAI BIET KIEN NHAN


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NGUYEN TAC CUNG CO LI

Nguyen tac: HAI BEN PHAI CUNG AT C LI CH.

Tai sao phai tuan thunguyen tac nay? (Muctieu giao tiep gan vili ch cua moi ben).

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NGUYEN TAC TON TRONG LAN NHAU

Nguyen tac: TON TRONG PHAM GIACUA OI TAC.

Tai sao phai tuan thunguyen tac nay? (nhucau c ton trong).

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NGUYEN TAC THAU TNH, AT LY

Nguyen tac: X LYMOI QUAN HE CO LYCO TNH.

Tai sao phai tuan thunguyen tac? (moi beneu co v the rieng).


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NGUYEN TAC PHAI BIET KIEN NHAN

Nguyen tac: BIET CH I, TRANH DON EP THAI QUA.

Tai sao phai tuan thunguyen tac? (duc tocbat at).

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NGUYEN TAC PHAI BIET CHAP NHAN

Nguyen tac: CHAP NHAN KET QUACUOC GIAO TIEP.Tai sao phai tuan thu

nguyen tac? (cai gcung co s gii hannhat nh).

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V d minh ha 1KH: Chao ch, em muon mua thanh USB 512MB hieu

PNY.NVBH: Vang, gia cua no la 15 USD. (NVBH trao thanh

USB cho khach hang xem)KH: Ch i, no khong co a drive i kem sao?NVBH: ung vay, no khong co a drive.KH: Nhng em thay tren bao b co ghi la a drive c

kem theo c ma...NVBH: ung roi, nhng khi nha san xuat giao hang cho

chung toi no a khong co a drive, bi v Win XP se t nhan ra USB c ma.


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V d minh ha 1 (tt)KH: Nhng may em cai Win 98 nen can phai co

drive.NVBH: A, vay th anh mua loai nay i, hieu FINGER, gia

32 USD.KH: No hi mac, em khong u tien (ai ngai)NVBH: Vay th anh chu, con khong anh nang cap Win 98

len XP i. (het kien nhan, va bat au bc mnh).en ay, co nhan vien ban hang lay lai thanh USB, lang sang tiep mot khach hang khac, bo mac vkhach ang tan ngan ng ben quay.

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V du minh hoa 2KH: Chao ch, ay co USB 512MB hieu PNY khong?NVBH: Co. (NVBH trao thanh USB cho khach hang xem)KH: Gia bao nhieu ha ch?NVBH: 6 USD.KH: Ch i, no khong co a drive i kem sao?NVBH: , nhng Win XP se t nhan ra c ma em. KH: Nhng may em cai Win 98 nen can phai co drive.NVBH: A, vay ha, con xai may cu ha. Vay th em mua may

cai kia i, no co drive kem theo o.KH: Mac qua em khong co tien mua, sinh vien ma ch.

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V du minh hoa 2 (tt)NVBH : Thoi c, em i ch chut. e ch hoi xem con

drive lu khong, neu khong th anh chu.en ay, co nhan vien ban hang tiep mot khach

hang khac, sau o goi ien thoai len Phong Kythuat, hoi viec chep 01 a drive cho thanh USB hieu PNY va tra li cho khach hang:

NVBH: tren kia con lu drive, em mua 01 CD trang, leno ho chep cho, co c khong?

KH: c.Ket cuc, ngi khach hang mua c thanh USB theo nh y muon.


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BIET VA KHONG BIET GIAO TIEP TRONG KINH DOANH

Khong ben naobiet giao tiep.

Trong kinh doanh: Dan en ket qua

Ch co mot benbiet giao tiep.

Ca hai ben eubiet giao tiep.

Khong co thoa thuan, khong co hy vong giquan he.Khong co thoa thuan, nhng co hy vong giquan he.Giao tiep tot, thiet lapc quan he tot.

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BI TP:

TH 1 :Ngui QL tim bnh in thoi v c s SX cch gn 40km trong ni tht vng trn tr. Hm nay c nhn uc 50 chic bnh t c bit t c s SX. Cchc chn l hm qua c T ch t 15 chic. Bnh nyrt d hng, uc lm theo n t hng c bit (gi cao) nn rt kh bn. Nu khng bn c trong ngy hm sauphi hu.

TH 2 : Mt Cty gi th cho hng mt sn phm bo himti mt s lung ln khch hng. Mt s ngui trong danhsch nhng ngui nhn th cht. iu ny lm aulng nhng ngui thn trong gia nh h v gy nhhung xu n hnh nh ca cng ty.

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TH 3 : Cty m phm qung co SP ca mnh trong thigian gia 2 trn u bng quc t trn truyn hnh vom cui tun v l chng trnh c nhiu ngui xem. Sau 1 thng qung co, doanh s bn hng khng tng.

TH 4 : Mt nh my d nh din tp PCCC qui m lnnhng ch thng bo n cc Trung phng v gi danhsch nhng nhn vin khng phi tham gia din tp v l do an ton v trnh tht thot SP. Vo ngy din tp, Trung phng X khng nhn uc danh sch nhng ngui li nn tt c nhn vin ca mnh khng tham gia dintp. iu ny lm c cuc din tp tht bi v phi t chccuc din tp khc tn kh nhiu kinh ph.

BI TP:


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Trit l v giao tip

Hy nu trit l/quan nim ca bnv giao tip

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An cho ta lc

cho ta ch

Bang giaocho ta nghiep

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Chung takhong the

khonggiao tiep


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Bi tpHy vit mt bi vit ngn (1- 2 tr. A 4) t

gii thiu v bn thn.

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Tom lc chng 1

Giao tiep trong kinh doanh: x ly moi quan he giacon ngi vi nhau trong kinh doanh.

Giao tiep trong kinh doanh co ac iem: li ch, choi, a dang, khoa hoc va nghe thuat.

Phng tien giao tiep: ngon t + phi ngon t. Chc nang cua giao tiep: theo phng dien xa hoi +

tam ly. Cac loai hnh giao tiep c ban: 6 loai hnh. Nen tuan thu 5 nguyen tac c ban.

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Het chng 1

XIN CAM N QUY V A THEO DOI.

HEN GAP LAI!


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ky nang giao tiep-chuong 1

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