06. kỹ năng giao tiếp

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  • 1. K NNG GIAO TIP

2. I/ MC TIU CA GIAO TIP

  • Gip 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.

3.

  • 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.

4. 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

5. 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.

6. 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.

7. 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 CHNH
  • Knh giao tip chnh thc(formal communication networks)
  • Knh giao tip khng chnh thc(informal comm. networks)

8. 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,

9. 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.

10. 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.

11. 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.

12. 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.).

13. 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%

14. 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

15. 2. Cc hnh thc giao tip phi ngn ng

      • Ging ni
      • Din mo
      • N ci
      • Nt mt v nh mt
      • iu b v c ch
      • Khong cch v khng gian
      • Thi gian
      • C s vt cht

16. Ging ni:

      • cao thp
      • Nhn ging
      • m lng
      • Pht m
      • T m
      • Nhp iu (tri chy-nht gng)
      • Cng (to-nh)
      • Tc (nhanh-chm)
  • VD:
      • Tistng lng cho anh
      • Ti stng lngcho anh
      • Ti s tng lng choanh

17. 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?

18. 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 ng
  • Thng thn hay quanh co
  • Thnh tht hay khng thnh tht

19. 3. Quyt on (assertive)

  • Ch ng, thng thn, v thnh tht
  • S dng pht biutithay choanh
  • M td kinthay cho phn xt hoc cng iu
  • Th hins huca cm xc v quan im
  • a ra nhng yu cuthng thnv trc tip thay v ni bng gi

20. 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

21. V/ CC YU T TR NGI GIAO TIP

  • Cc 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,

22. 1. S khc bit v vn ho trong giao tip

  • Cc 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

23. 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

24. 3. Cc yu t thnh cng trong khc bit

  • Nhn 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 skhc bit gia cc c nhn trong mt nn vn ha

25. 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.

26. 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

27. 1. Lng nghe

  • Lng 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.

28. 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.

29. 2. Nh tn khch hng

    • Xng 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.

30. 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

31. 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.

32. 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 khuynKhch 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 .

33. 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.

34. 5. Tn trng khch hng

  • Chng 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.

35. 6. Quan tm thc s n khch hng.

  • Em/chuc th gip g cho anh/ch? Bn munmang li nim vuicho khch hng, ch khng phi bnchokhch 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 .

36. 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.

37. 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.

38. 8. Kin nh quan im

  • Khng 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.

39. 9. ng thch tranh bin

  • C 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

40. 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.

41. 11. Hiu r thng ip ca ngi ni

  • Hy 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?

42. 12. Khuyn ngi khc

  • ng 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

43. 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

44.

  • CM N S THAM GIA CA BN