KỸ NĂNG GIAO TIẾP

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K NNG GIAO TIP. 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 . - PowerPoint PPT Presentation

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  • K NNG GIAO TIP

  • 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.

  • 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.

  • 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

  • 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.

  • 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.

  • 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)

  • 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,

  • 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.

  • 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.

  • 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.

  • 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.).

  • 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%

  • 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

  • 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

  • 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

  • 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?

  • 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

  • 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

  • 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

  • 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,

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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.

  • 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.

  • 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.

  • 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

  • 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.

  • 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 .

  • 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.

  • 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.

  • 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 .

  • 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.

  • 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.

  • 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.

  • 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

  • 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.

  • 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?

  • 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

  • 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

  • CM N S THAM GIA CA BN