K nng giao tip hiu qu

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Hy trang b cho mnh k nng giao tip t c nhiu thnh cng hn trong cng vic v cuc sng

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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 khnng b mc li do thng ip thng c hiu hoc dchsai i bi 1 hay nhiu hn nhng thnh phn khc thamgia vo qu trnh ny. 3. Khi khng thnh cng, nhng suy ngh, tng ca bns khng phn nh c nhng ci ca chnh bn, gynn s sp trong giao tip v nhng do cn trn conng t ti mc tiu ca bn - c trong i t v trongs nghip. 4. II/ CC YU T CU THNH:1. Sender: Ngi gi thng ip2. Message: Thng ip3. Channel: Knh truyn thng ip4. Receiver: Ngi nhn thng ip5. Feedback: Nhng phn hi6. Context: Bi cnh 5. 1. Ngi gi... tr thnh mt ngi giao tip tt, trc tin bn phito c cho mnh s tin tng. Trong lnh vc kinhdoanh, iu ny bao gm vic th hin nhng hiu bitca bn v ch , ngi tip nhn v bi cnh truyn tthng ip. Bn cng phi bit c ngi tip nhn ca mnh (nhngc nhn hay nhm ngi m bn mun truyn t thngip ca mnh ti). Vic khng hiu ngi m mnh struyn t thng ip ti s dn n vic thng ip cabn c th b hiu sai. 6. 2. Thng ip... Cc hnh thc giao tip qua vit, ni hay cc hnh thckhc u b chi phi bi ging iu ca ngi truyn tthng ip, tnh cn c ca l lun, nhng g c giaotip v nhng g khng nn c a vo, cng nhphong cch giao tip ring ca bn. Thng ip lun lun c c yu t tr tu v tnh cmtrong , yu t tr tu chng ta c th xem xt tnh hpl ca n v yu t tnh cm chng ta c th c nhngcun ht tnh cm, qua thay i c suy ngh v hnhng. 7. 3. Knh truyn t thng ip... Cc thng ip c truyn t qua nhiu knh, ni thbng 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 communicationnetworks) 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 cngvic, 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 quytcng vic, chia s thng tin, thc hin bo co, 9. 2.2 Knh giao tip khng chnh thcCc 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 phnhi. Hy lun nh l bn thn ngi nhn thng ip cngtham gia vo qu trnh ny vi nhng tng v tnh cmc th lm nh hng n cch h hiu thng ip ca bncng nh cch h phn hi li thng ip . thnh cng, bn cng nn nghin cu trc nhng yut ny hnh ng mt cch hp l. 11. 5. Nhng phn hi... Ngi tip nhn s c nhng phn hi, bng li hay cchnh thc khc i vi thng ip ca bn. Hy ch st sao n nhng phn hi ny bi n th hinr rng nht vic ngi tip nhn thng ip c hiu chnhxc thng ip ca bn hay khng. 12. 6. Bi cnh... Tnh hung m thng ip ca bn c truyn i chnh lbi cnh. N c th bao gm yu t mi trng xung quanh hayrng 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 ngchim 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: Ti s tng lng cho anh Ti s tng l ng cho anh Ti s tng lng cho anh 17. 3 Phi hp giao tip ngn ng - phi... Giao tip ngn ng v phi ngn ng t khitch ri nhau, m thng b sung cho nhau. Giao tip ngn ng v giao tip phi ngn ngphi hp vi nhau to ra hin qu cao nht. Khi ngn ng v hnh vi phi ngn ng tringc nhau => iu g quyt nh ngh cathng ip? 18. IV/ CC LOI HNH VI GIAO TIP1. Rt r, khim tn (unassertive) Th ng v quanh co2. Mnh m, cng kch (aggressive)Ch ng hay th ngThng thn hay quanh coThnh tht hay khng thnh tht 19. 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 nibng gi 20. 3. Quyt on (assertive) (tt) Ni khng mt cch lch s nhng cng quyt thaycho ti khng th Thc t, tn trng, v chn tht thay cho cng iu, nigim, hay ma mai chm bim Th hin s a thch, s u tin thay cho vic chiu theohay 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, thius ch , thiu kin thc nn tng, cm xc, c tnh, dinmo, 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 hPhong 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 vkhng 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 25. 4. Cc yu t khc: Loi b cc thng ip ca bn qu di dng, khng c tchc cht ch, hoc c nhng thiu st th n c th bhiu sai hoc dch sai. Nhng ro cn trong bi cnh c th pht sinh do ngitip nhn a ra qu nhiu thng tin trong thi gian qungn. 26. VI/ CC NGUYN TC GIAO TIP Khng c nguyn tc giao tip no bt bin, m phi tuvo tng trng hp. Trong phn di y l mt s nguyn tc c nhn tmthng dng trong giao tip kinh doanh 27. 1. Lng nghe Lng nghe kin ca ngi khc, iu ny gip chng taci thin dch v ca chng ta trong tng lai. Mi ngi thng c n tng khng tt vi nhng ai chbit gii quyt cc li phn nn m khng thc s lngnghe nhng g h ni. Khi bn thc s lng nghe khch hng, mt cm gic thoimi, d chu s xut hin trong lng mi khch hng- biv s lng nghe chn thnh l kh him hoi, thm ch ngayc khi bn nh v gia nhng ngi thn. 28. 1. Lng nghe (tt) Lng nghe to cho khch thy bn tn trng, nh gi caoh 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 thichc 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 ngonht m khch hng mun c nghe t bn. Vic xng h bng tn ring trong cuc ni chuyn vikhch hng s cho thy bn nhn nhn h vi t cch mtc nhn ni ring ch khng phi i tng khch hngchung chung, qua th hin s tn trng ca bn vikhch hng. Hy dng tn ring ca h khi bn ni li cho hi, cmn, tm bit.. lm cho bu khng kh tr nn nhnhng, thn thin hn. 30. 2. Nh tn khch hng (tt) Tuy nhin, bn ng s dng tn ring ca khch hngmt cch qu thng xuyn bi v n c th khin khchhng kh chu, hy s dng vo lc u v lc kt thc cuchi thoi 31. 3. N ci t tri tim ca bn. Duy tr dch v khch hng vi n ci trn khun mtdng nh l ci g hi rp khun. Tuy nhin nu bnmun khch hng yu thch dch v ca bn, hy thchin n vi mt n ci chn tht. Mt n ci chn tht s khin khch hng cm thy hc cho n, an tm hn v li trong lng khchhng mt cm gic nng m. N ci c tc dng to ln nh vy, nhng ci phing lc. 32. 4. Hy cho khch hng bit, h l ngiquan trng H bit rng cng ty bn c rt nhiu khch hng khcnhau nhng h ch thc s yu qu n nu bn khin hcm thy mnh thc s quan trng vi bn Hi khch hng v nhng li khuyn Khch hng nocng c sn nhng kin c nhn v cung cch lm vicca bn v cng ty bn, v nu h c hi vo thi imthch hp theo nhng cch thch hp, ng thi h cmthy rng bn thc s quan tm n cu tr li, khchhng s a cho bn li khuyn . 33. 4. L ngi quan trng (tt) Khng nn t ra sn sng tranh lun, cp li, khng nhhn thit vi khch hng khi xy ra nhng iu phn nnca khch. Vic cn thit, v l nhim v ca bn l philng nghe, cm n v tm cch khc phc thiu st ngaysau nu c th. Coi trng kin ca khch hng, ng bao gi ni h lmln. 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 ngmun g. Lun ci ni tht tm ch khng n khch bng thi lnh nht. Gii p y thc mc, khiu ni ca h ch khngphi 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 mun mang li nimvui 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 khngmun giao dch vi nhng ngi quan liu, cng nhc, nn ngiphc v cn nh nhn tm hng gii quyt linh hot trong chngmc 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 giithiu 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 cnghe hu ht cc nhn vin phc v bn sau khi mn n em rakhng ng yu cu. Bng vi t ti t ny, mt nhn vin cho bitni khng c lng nhit tnh, hng hi, quan tm ti khch v nhnvin khng sn lng p ng nhu cu ca khch hng. 81% khch hng t b nu h cm thy rng i phng khng cthin ch gip hoc khng ch n nhu cu ca khch hng. Vd: Khch hng mun mua mt chic xe tiu tn t nhin liu v ckch c nh tin i trong thnh ph vn rt cht chi, nhngsut bui h ton c nghe ngi bn hng "thao thao bt tuyt" vnhng 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 imKhng nn gi chiu no che chiu y m cn phi hc cchni li ca chnh mnh.Sp lun trng dng v qu nhng nhn vin c u c, csuy ngh ring. Nu nh bn l ngi m ngi khc ni gth mnh ni y th bn d b mi ngi qun mt s tn tica bn v a v ca bn trong c quan cng chng cao cg. C u c th d chc v ca bn trong c quan nh thno, bn cng cn phi bit ni ln ting ni ca mnh, nndng cm ni ln cch suy ngh ca ring mnh. 39. 9. ng thch tranh binC g th bnh tnh ni, trnh bin cuc ni chuyn thnhcuc thi hng bin Bn cn sng ha bnh, gn gi vi mi ngi trong cquan, ni nng phi nh nhng, nht l phi c trn di rrng, khng c ni theo kiu ra lnh. Tuy l i khi kinca mi ngi khc nhau, bn c kin th vn c th bolu c, nu khng vi phm nguyn tc th khng nht thitphi bo v sng cn. Nu nh bn ch thch ni v bt mingi 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 sptrng dng th nhng iu ny c tr thnh vn khoekhoang ca bn hay khng? D bn c gii giang n uth 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 cth hon ton khc nhau! mi s cht lc, gi nh, ph phn cngnh tin tng mang mu sc c nhn ca chng ta c th s bp monhng g chng ta nghe c. Bn nn gi li hoc tng hp li nhng g ngi khc ni chcchn mnh ang hiu c vn . Hy nhc li nhng g bn chorng 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 thhy ni nh vy, sau hy hi thm hiu r vn : C th tikhng hiu ng bn v cm thy b xc phm bi iu bn vani. 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 nyc th s rt kh thc hin, nht l khi chng ta thy rrng tng ca mnh s c li cho ngi . Thay v ni Bn nn lm th ny, bn nn s dng mts cch ni khc th hin r s tn trng ca mnh, v dnh mt cch kh kh thi l.. hoc c mt cch gip ti trong trng hp tng t nh th ny l X. Nubn ngh n s gip ch c cho bn th ti rt vui lngchia s vi bn iu 43. 13. Hy c hiu ngi khc Bn hy tm ra mt im tng ng thay v ch chmchm vo s khc bit gia bn v ngi khc. iu g c th khin c hai ngi cng thch th (v dnh vic g ri mt vn no )? Mt cch bt ukhm ph ra im tng ng chnh l vic chia s cc dnh thm kn ca mnh- v d nh bn c th ni d nhca ti khi chia s vi bn v iu ny chnh l gipbn thnh cng trong d n ny 44. CM N S THAM GIA CA BN