Ti Liu Tng Hp: K Nng Giao Tip

Bi 1 QU TRNH GIAO TIP

Phn 1 - Khi nim c bn v giao tip
Cc yu t ca giao tip:
Ngi gi v ngi nhn
Mt thng ip c chuyn ti hoc chia s gia hai hay nhiu ngi
l mt qu trnh hai chiu: vic chuyn ti thng ip dn ti mt s dng phn hi
nh ngha Giao tip: Giao tip l hot ng (qu trnh) trao i thng tin gia con ngi v thng
dn ti hnh ng
Phn 2 - Mt m hnh giao tip

Mt ngi (ngi gi) gi thng tin n mt ngi khc (ngi nhn)

Ngi nhn th hin bng mt s cch chng t mnh nhn v hiu thng ip
Giao tip thnh cng : khi ngi nhn hiu thng tin mt cch chnh xc v c th dn ti mt vi dng
hnh ng
3. Phn tch cc yu t ca qu trnh giao tip.
Thng tin (Information)
Con ngi (People)
Phn hi (Feedback)
3.1. Thng tin (Information)
Thng tin l ni dung ca giao tip, mc ch ca giao tip l thng ip (message)
l nhng g ta mun ni
Bn cn hiu r ni dung ca bt k cuc giao tip no

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Thc hnh : Phn tch tnh hung sau thy s khc nhau gia ni dung ca qu trnh giao tip v cch
n c chuyn ti:
Hoa l gim st ti mt vn phng. Mt bui sng khi n vn phng c pht hin thy Tun, nhn vin
hnh chnh, ang chi tr chi trn my tnh mc d chnh sch ca cng ty l nghim cm chi tr chi
trong gi lm vic.
Ni dung ca thng tin m Hoa mun thng bo n Tun l g?
Nu bn l Hoa, bn s s dng nhng t ng no chuyn ti thng tin n Tun?
Phn tch ca chng ti
Thng ip m Hoa mun truyn ti: vic chi cc tr chi trn my tnh ti ni lm vic l b cm
Nhiu cch khc nhau th hin thng ip
o Cu hi nghim khc: Ti sao anh li vi phm ni quy ca cng ty v vic cm chi trong gi lm
vic, Tun?
o Mt mnh lnh: Hy tt ngay tr chi i, Tun
o Mt tuyn b: Ti nhn thy anh chi tr chi trong gi lm vic. Vic ny vi phm chnh sch ca
cng ty
o Mt cu hi quan tm:
o Mi vic u n ch? Anh thng khng chi tr chi trong gi lm vic c m!
o Mt thng ip bng vn bn: Hoa c th khng ni g nhng thay vo , c gi cho Tun mt thng
bo ngn hoc dn thng bo nhc nh mi ngi khng chi tr chi trong gi lm vic
3.2. Con ngi (People)
Cc yu t no nh hng n ngi gi v ngi nhn? (What affects the sender and receiver?)
Cm xc (Feelings):
o Mi trng vn ha truyn thng, chnh thng
o Bn c th ang tc gin, bc bi, hay hnh
v c k lut
phc v iu tc ng n vic truyn thng
o Mi trng vn ha ci m, mi ngi c
ca bn.
khuyn khch by t kin, tnh cm ca mnh,
Thi (Attitudes):
d bt k v tr no trong t chc
o Mt s nh qun l khng tin rng chc nng
Tnh cch (Personality):
ca phng nhn s l rt quan trng
o Bn c th quyt on, t tin hoc nht nht
Cc gi tr (Values):
Kin thc (Knowledge):
o Mt s nh qun l nh gi vic hon tt
o Bn c th hiu bit rt t hoc rt nhiu v
nhim v l quan trng hn vic quan tm n
nhng g bn ni, bn nghe
con ngi.
Thi , kinh nghim, kin thc, tnh cch
Kinh nghim (Experiences)
ca bn v vn ha ca t chc s quyt nh
vic bn gi v nhn thng tin nh th no.
Vn ha (Culture): vn ha ca bn thn v
nhng yu t ny = ng cnh (context)
vn ha ca t chc
V d
Bnh l nhn vin phng bn hng ca mt cng ty v b ngi qun l nh gi l ngi lun than phin
v mi th. Sm li l mt nhn vin bn hng tt v lun sn sng hp tc bt c khi no c s thay i
trong k hoch cng vic. C trng phng mong mun l c hai u lm vic c trch nhim v thc
hin cc cng vic mc tt nht c th m khng cn phi gim st. i li, c lun t ra rt cng
bng v mi c gng tht s u c ghi nhn v thng cng.
Sau khi a ra cc mc tiu ca phng, vo qy II, c ngh Bnh cho bit kin ca mnh v cc mc
tiu ny. Cu tr li ca Bnh l: Cc mc tiu ny qu cao. Chng c cch no mi ngi c th
t c nhng mc tiu ny c . Cu tr li ca Sm l: , ti cng cha r vic ny lm, nhng ti
cm thy rng mnh kh c th t c cc mc tiu ny. Ti ngh nhng ngi khc u c cm gic
tng t .
Phn tch ca chng ti

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 Ni dung ca thng ip (cu tr li) t Bnh v Sm: ging nhau

Nhng cch c Trng phng hiu thng ip t mi ngi l rt khc nhau
Cc nh qun l trc tip s dng qu kh ca Bnh v Sm t nim tin nhiu hn vo thng ip
ca Sm:
o Bnh lun than phin
o Sm ngi bn hng tt
Suy ra:
Kinh nghim v thi ca chng ta nh hng n ngha ca thng tin a ra
Ng cnh ca vn ha nh hng ln cch chng ta truyn thng
o Hiu c n
o ti ngn ngoi
Sc mnh t cch m thng tin c a ra c th cn mnh hn t nhng g c ni
3.3. Phn hi (Feedback)
a/ Xem xt tnh hung sau y: Bn hy t t mnh vo v tr ca mt khch hng, u nhn, trong
cc tnh hung giao tip sau:
Mt nhn vin bn hng trong mt ca hng t t tin v pha bn, u ci xung (nhn xung t) v
ni vi mt ging bun b, bt cn: Ti c th gip g cho ng (b)?
o Thng ip m bn thc s nhn c l g?
Bn nhn c mt bc th khuyn mi ca mt khch sn qung co v thi chm sc khch hng
v tnh chuyn nghip ca i ng nhn vin y nhng bn thn bc th li c nh my rt cu th,
nhiu li chnh t v khng c k tn.
o Thng ip m bn thc s nhn c l g?
Trng hp trong ca hng
Bn c th tr li nhn vin bn hng: Khng, cm n v sang ca hng khc hi mua.
Bn c th kin nhn v hi nhng g bn mun hi
Ty thuc vo phn ng tip theo ca nhn vin m bn c th ni cu v quyt nh chng mua g
c
Tr khi bn gp v thi , nhn vin ny c th s khng bao gi bit ti sao bn li khng mua
hng ti ca hng ca h
Trng hp bc th:
Kh c th phn hi tch cc: s c rt t
ngi dnh thi gian thng bo cho ngi gi
th v nhng phn ng ca h
Nhng y c l l cch duy nht bit l
do ti sao khch sn khng ng khch
Vic phn hi l rt quan trng v c th dn
ti nhng hnh ng:
tip th ca mnh
b/ Lm sao c feedback ca ngi nghe?
Hi nh th no? thay v hi ci g?
o Hi ngi nghe d nh thc hin yu cu ca
bn nh th no. Cu tr li s cho cc bn bit
nhng g m h tht s hiu.

Souji

Nhn vin bn hng c th c yu cu

hay khuyn khch thay i thi
Khch sn th thc t c th p dng phng
php qun l cht lng thng tin trong cc
chin dch

Yu cu ngi nhn lp li thng ip ca

bn
Gii thch ti sao bn cn bit phn hi
ng hi Anh/ch c hiu khng?

 Phn hi t nguyn
Hai cu hi quan trng truyn thng hiu
qu:

Lm sao chng ta c th bit c ngi

khc hiu c thng ip hay cha?
Lm sao chng ta c th tin tng rng
nhng hnh ng ph hp s c thc hin?

c/ Hai dng phn hi t ngi nhn:

Phn hi di dng hnh ng
Phn hi di dng li ni
Phn 4 - Nhiu hay nhng ro cn trong truyn thng (Interference or communication barriers)
4.1. v trong truyn thng
Vic hiu ng t c khi tung ban u ca ngi gi c truyn ti m khng b bin i v
ngha c chia s bi ngi gi v ngi nhn.
Hai hnh thc v quen thuc nht ca truyn thng (two of the most common forms of communication
breakdown):
Thng ip ca ngi gi khng n c ngi nhn (the senders message does not reach the
receiver) Ngi nhn hiu sai thng ip ca ngi gi (The receiver misunderstands the message)
V d:
Bn yu cu Tun t trc mt phng hp cho bn. Mt tun sau, khi cc khch hng ca bn ti nghe
bn thuyt trnh v mt dch v mi m bn ang by bn, th bn nhn thy rng phng hp qu nh v
khng c cc trang thit b m bn cn lm thuyt trnh. Hn nhin l c mt v v truyn thng.
Nhng ai b nh hng bi hon cnh ny?
Bn c th cm thy hi xun ngc trc mt
Tun c th cm thy bi ri v tip nhn ch
ca ngi khc v khng c kh nng yu cu
th sai
nhn vin lm vic mt cch ng mc v
Khch hng c th gin d v bn lm lng
khng chun b bi thuyt trnh mt cch tt p
ph thi gian ca h
T chc c th khng bn dch v c
4.2. Mt s ro cn trong giao tip (some examples of interference/barrier communication)
Ting n (Noise): ca my mc, my
Tnh cm, cm xc (Emotional state): s
photocopy, in thoi, xe c
gin d, cng thng v p lc u c th nh
hng cch bn gi hoc nhn thng ip
Ngn ng (Language): t m h, thut ng
My mc hng hc (Equipment failure): fax
chuyn mn gy nhm ln hoc kh hiu
hay ng truyn Internet trc trc
Mi trng (Environment): khi bn va tr
Knh truyn thng sai (Wrong channel)
li in thoi khi ai ang ng bn cnh vn
Thnh kin, nh kin (Bias or prejudice):
tip tc ni chuyn vi bn
rt ra kt lun da vo ngi gi ch khng da
Cc mi quan h quyn hn (Rank, status,
vo ni dung ca thng ip
power): ngi ta c th cm thy qu s st khi
Vn ha ca t chc/doanh nghip
cng khai a ra kin cho cp trn
(Culture)
Lu :
Nhng ro cn truyn thng lun tn ti trong mi chng ta
Khng th lc no cng loi b c cc ro cn ny
Nhng c th thc c nh hng v lm ht sc gim thiu nhng nh hng

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Bi 2 NHNG YU T TM L NH HNG N QU TRNH GIAO TIP

Ni dung
1. Nhn thc i tng giao tip
1.1 n tng ban u
1.2 Quy gn x hi
1.3 nh kin x hi
2. nh hng tc ng qua li trong giao tip
3. Cc yu t tm l c nhn trong giao tip
1. Nhn thc i tng giao tip
- Khi nim
Nhn thc i tng giao tip l qu trnh chng ta tm hiu cc c im ca i tng giao tip v xy
dng nn hnh nh v i tng giao tip trong u c chng ta. Hnh nh ny gm nhng hnh nh bn
ngoi v hnh nh bn trong ca i tng giao tip.
Hnh nh bn ngoi phn nh cc yu t bn ngoi ca i tng giao tip nh tng mo, n mc, t th,
tc phong, ging ni, . Trn c s chng ta phn tch, nh gi, nhn xt v cc c im bn trong
ca i tng giao tip nh o c, tnh cch, nng lc, kh cht .tc l xy dng hnh nh bn trong
v i tng giao tip.
Nhn thc l mt qu trnh, qu trnh ny bt u ln tip xc u tin v tip din nhng ln gp g
sau . Trong ln gp g u tin din ra mt hin tng c ngha quan trng i vi vic xc lp
hnh nh ca ngi ny trong mt ngi kia v trong vic pht trin mi quan h gia h, l n tng
ban u.
1.1. n tng ban u
a. nh ngha, vai tr ca n tng ban u trong giao tip
n tng ban u l hnh nh v i tng giao tip trong ln gp g u tin. N c hnh thnh trn
c s mt vi c im biu hin ra ngoi mang tnh ni bt trong hon cnh no . n tng ban u
nh hng n cch thc, chiu hng suy ngh, cm nhn ca chng ta v ngi khc.
V d: sau mt ln tip xc vi mt khch hng mi chng ta tht ln rng: B ta n mc mi tn lm
sao., hoc Cch ni chuyn ca b ta tht l d dm.
* Vai tr ca n tng ban u trong giao tip
n tng ban u c vai tr quan trng trong giao tip, nu chng ta to c n tng tt trong ln u
tip xc th s gy c thin cm vi ngi khc, l iu kin thun li chng ta xy dng v pht
trin mi quan h tt p vi h. Ngc li, nu trong ln gp g u tin m chng ta c nhng s sut
v li n tng khng tt th chng ta thng gp kh khn.
d. Lm sao to n tng ban u tt
- To bu khng kh thn mt, hu ngh: cn ch biu hin bn ngoi ca mnh, khng gian giao tip,
bi cnh giao tip.
- Bt u ni v nhng ch c hai cng quan tm: Nn s dng th thut nm d ng dn
dn xc nh c vn m i tng quan tm, khi xc nh c th nn dn dt cu chuyn i su
hn na.
- Nm ly thi c v giy pht quyt nh ca cuc tip xc.
1.2 Quy gn x hi
Tnh hung 1: Mt a tr vo siu th n ln lt bc rt nhanh gi ko v cho ngay mt chic vo ming.
Ti sao n lm nh vy ?
Tnh hung 2 : Hai ngi ph n trong tnh hung sau c nhng l gii g v vic anh Dan OConnor
thu c s tin quyn gp nhiu hn bt k ai khc ?
Ti khng bit anh ta lm th no, nhng chc chn anh ta lm y! Kelly Bender ni vi c ph t
Cindy Graubman. Nhn vo nhng con s ny i ngay trong 3 thng u tin anh ta quyn c s
tin ng gp t nhng cu sinh vin nam nhiu hn bt k ai khc tng thu c trong c mt nm
tri! Chng nh anh ta li c mt cch thc thn k?. C th, Cindy tr li, Hoc c l anh ta ch thi
min h! Nu khng th cn c cch gii thch no na u? (Cn lu ch ny, c 2 ngi ph n

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thnh vin vn phng gy qu ca trng i hc u ci. H ang bn lun v Dan OConnor, 1 thnh
vin mi trong i ca h.)
C th lm, Kelly khc khch ci p li, n ci ca anh ta hon ton c th lm mt hn mt s
ngi, trong c c ti y! Nhng phi c g hn th na c. Bi c nhiu ngi rt quyn r lm
ch chng ta, nhng h u lm cng vic ny khng tt lm. Anh ta lm gi m quyn gp c tn ngn
nh?
Ti khng chc lm, nhng ti c mt vi y ngh, Ch ch ra c mt nguyn nhn: Anh ta r rng
rt ng mn. Anh ta thu c thin cm ca mi ngi ngay trong ln gp u tin.
Quy gn x hi l qu trnh suy din nhm tm hiu ngha hnh ng ca ngi khc hoc cc s kin
x hi bng vic chng ta gn nhng nguyn nhn n nh nm trong kinh nghim bn thn gii thch
chng.
Khi tm hiu nguyn nhn cho hnh vi nht nh, chng ta thng xc nh liu nguyn nhn ca hnh vi
l do tnh hung, mi trng mang li hay do tnh cch ca c nhn thc hin hnh vi chi phi. V
nhng nguyn nhn ny thng l nhng nguyn nhn c trong kinh nghim ca chng ta.
Trong qu trnh quy gn chng ta hay cho rng hnh vi v thi ca mnh l chun, ca ngi khc l
khng chun, t chng ta nhn theo n i chiu cho ngi khc v p ngi khc theo chun ca
mnh.
1.3 nh kin x hi
Tnh hung:
A: Cu thy T. thnh vin mi ca lp mnh th no?
B: Cu ta c v p trai, con nh giu. M t khng thch my ngi nh vy u v a s t thy p
trai m con nh giu na th ch n chi lu lng ch chng lm c g ra tr.
nh kin l kiu thi tiu cc v ngi khc da trn nhng thng tin thiu cn c, phin din, mt
chiu t ch th mang nh kin.
nh kin x hi khin cho mt s ngi tr thnh nn nhn ca vic phn bit i x, lm cho h mt
nim tin vo gi tr ca mnh, t h thp mnh.
VD: nh kin vng min, nh kin tn gio, dn tc .
nh kin x hi c th khin cho chng ta nhn xt, nh gi sai ngi khc v c nhng hnh vi, thi
khng ph hp lm cho mi quan h giao tip b cn tr. Do trong giao tip chng ta cn trnh hnh
thnh nh kin v ngi khc hoc c gng thay i nh kin c c th nhn thc chnh xc hn
v i tng giao tip v khng mt i c hi thit lp v pht trin mi quan h.
2. nh hng tc ng qua li trong giao tip
a. Ly lan cm xc
Ly lan cm xc l s nh hng qua li ca cm xc, tm trng t ngi ny sang ngi khc. Hay ni
cch khc n l s lan truyn cm xc khi con ngi tip thu cm xc ca ngi khc.
Trong mt t chc, mt nhm cm xc, tm trng ca thnh vin ny cng c th ly lan sang thnh vin
khc. Chng hn, khi mt nhm ngi chun b thc thu mt nhim v no , ch cn mt ngi ku
chn, ni ngang hay ngp, th di l c th lm nhng ngi khc chn nn theo. Ti vn phng, mt
nhn vin c tm trng xu c th lm cho bu khng kh tm l ca c vn phng m m, nng n. Cho
nn, trong giao tip, chng ta cn bit gi tm trng vui v, thoi mi trnh nh hng xu n tm
trng ca ngi khc.
b. m th
m th l dung li ni, vic lm, c ch, vt tc ng vo mt ngi hay mt nhm ngi, lm cho h
tip nhn thng tin thiu s kim tra, ph phn.
m th l mt hin tng ph bin trong cuc sng, tc ng ca qung co cng da trn c ch m th.
Nhng hnh nh c lp i lp li nhiu ln trn truyn hnh s ngm vo khn gi m ta khng hay bit.
Tnh b m th l mt c ch chung ca con ngi, ai cng c th b m th, nhng mc d, kh th
khng ging nhau. Ni chung, tr em d b m th hn ngi ln, c lp trng vng vng. Trong trng
thi hoang mang, lo lng, thiu thng tin, chng ta cng tr nn d b m th. Ngoi ra, kh nng m th
ca mt ngi cn ph thuc vo c im ca ngi tin hnh.

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V d: Mt ch ca hng ngh ra th thut sau y bn l hng qun o m ca mnh: ng huy

ng mt s nhn vin t cc b phn khc n xp hng trc ca hng ch mua hng. Nhng nhn
vin mua hng bc ra vi v mt y phn khi. Ngi qua ng thy vy cng dng li, t tp
trc ca hng ca ng mi lc mt ng. Ngi mua mt b, ngi mua hai b. Bng cch , ch trong
mt ngy, ng ch bn ht l hng m by lu nay.
c. p lc nhm
Trong giao tip nhm, mt ngi hay mt khi mt ngi hoc mt s ngi ngi s kin tri vi kin
a s, th nhng ngi ny thng chu mt p lc tm l gi l p lc nhm. Di p lc ny ngi
c xu hng thay i kin ca mnh hoc thay i kin a s.
V d: Trong mt i sn xut tin hnh bnh bu c nhn. Khi bit quyt bu bu c nhn A, thnh vin B
trong lng khng mun, nhng thy mi ngi u gi tay, c nhn B cng t t gi tay.
d. D lun x hi
D lun trong tp th l nhng phn on, nh gi, biu th thi ca qun chng i vi nhng s
kin khc nhau trong i sng tp th cng nh ca mi c nhn trong tp th .
D lun tp th c vai tr quan trng, d lun cng c mt xu v tt ca n, mt mt d lun gip cc c
nhn t iu chnh hnh vi ca mnh, mt khc d lun c th to nn nhng xch mch, gy nn nhng
xung t trong nhm.
Xt gc qun tr hc, d lun gip nh qun v cc thnh vin bit c tnh hnh hot ng ca tp
th c nhng thun li v kh khn g v cng c th bit c c xu hng pht trin ca tp th. T
c nhng iu chnh trong cng tc qun l cho ph hp.
e. Bt chc
L m phng, lp li, ti to li hnh nh, hnh vi, ng x, tm trng ca ngi khc qua giao tip.
C nhiu hnh thc bt chc:
+ M phng, ti to li cc biu hin dng v bn ngoi : n mc, phong cch,
+ Ti to cc phm cht, tnh cch bn trong : s cng quyt, s hi hc, s mm mng..
Bt chc th hin chc nng thch nghi ca c nhn v nhm vi cc chun mc, cc gi tr ang
chim u th trong nhm hoc x hi.
Dollard J. v Miller N.E cho rng, c 4 nhm ngi chnh khin cho ngi ta thch bt chc:
- Nhng ngi ln tui
- Nhng ngi c a v x hi hn hn
- Nhng ngi c trnh tr tu hn hn
- Nhng ngi thnh tho hn hn trong mt lnh vc thc tin no .
3. Nhng yu t tm l c nhn.
3.1. Quy lut v cm gic
a. Tc ng ca ngng cm gic n hiu qu ca vic giao tip
Mun c ngng cm gic th phi c nhng kch thch tc ng n cc gic quan v kch thch
phi t n mt gii hn nht nh. Gii hn m gy ra kch thch c gi l ngng cm gic. Ngng
cm cm gic c hai loi: ngng cm gic tuyt i (hay cn gi l ngng cm gic pha di) v
ngng cm gic pha trn.
Theo Michael W. Passer v Ronald E. Smith ngng cm gic l: The absolute threshold as the lowest
intensity at which a stimulus can be detected 50 percent of the time. Thus the lower the absolute
threshold, we can estimate the general limits of human sensitivity for the five major senses
Theo Nguyn Quang Un: Ngng cm gic tuyt i l cng kch thch ti thiu gy c
cm gic., Ngng cm gic pha trn l cng kch thch ti a vn cn gy c cm gic .
Thng ip m ngng cm gic mun nhn nh chng ta trong giao tip cn lu vn sau:
Trong giao tip, ngng cm gic di v trn qua tc nhn kch thch no lm cho con ngi thy
vui, phn khch, kch ng, bun, ti, c n, t i, xc phm, hi lng mi ngi l khc nhau. Mi
mt c nhn chng ta c gii hn v hai ngng ny khc nhau v qu trnh sng, vn ha, s thch, nhu
cu, hng th ca chng ta khc nhau.

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=> V vy, cn nhn ra mc v ngng cm gic ca mi ngi c nhng iu chnh hnh vi giao
tip ng mc l ht sc cn thit gip cho cuc sng gip cho con ngi trnh c nhng giao hiu
khng hiu qu.
b.S thch ng ca cm gic
Mt kch thch nu tc ng lin tc vo gic quan mt cch n iu th kch thch s yu dn i v
c th mt hn.
S thch ng ca cm gic nhc nh chng ta trong cuc sng t cch n mc, trang im, trang tr nh
ca, vn phngthnh thong phi i mi trnh s n iu, nhm chn, gy nn tm trng mt mi
con ngi.
Trong lnh vc qun tr chng ta nn ch n vic thay i bu khng kh, thay i tnh cht hot ng
(chng hn thnh thong nn t chc vui chi, gii tr, vn ngh, th thao). Trong lnh vc t chc lao
ng, nn ch b tr, lp t dy chuyn sn xut trnh s nhm chn. Nhng nh qun tr hc khuyn
rng mi thao tc lao ng khng nn ngn hn 30 giy v phi t nht l 5 ng tc.
=> Khng nn n iu v rp khun trong nhng ln giao tip trn cng mt itng. Khi tc ng mt
vn g nhiu ln m ni dung khng c g mi s lm cho ngi i din nhm chn, phn tc dng.
Khng nn s dng cng phong cch giao tip cho nhiu ln giao tip trn cng mt i tng khc nhau,
cc giai on tnh cm khc nhau. Ch s nhy cm (ngng cm gic pha di) v mc chu
ng (ngng cm gic pha trn) khi giao tip.
Nhng yu t nh hng n gii hn ngng cm gic pha trn v ngng cm gic pha di:
Cng ca tc nhn kch thch.
Hon cnh din ra kch thch .
Yu t c nhn ca ngi chu tc nhn kch thch.
Thi , hnh vi ca tc nhn kch kch thch.
Nhng yu t trung gian gy nn kch thch .
3.2 Quy lut ca tri gic
Quy lut v tnh tng gic
Quy lut tng gic ni rng trong giao tip hnh nh ca s vt hin tng ph thuc vo ni dung i
sng ca con ngi v c im nhn cch ca con ngi.
V vy trnh s nh gi khng chnh xc v mang tnh ch quan chng ta nn:
- Nn trnh bn chuyn quan trng khi 1 trong hai i tng c tm trng khng tt.
- Khi ang bc tc, bun b khng nn nhn xt v ngi khc.
- Khng nn lm bt c vic g khi bn ang nng gin.
3.3 Quy lut ca i sng tnh cm ca con ngi
a. Quy lut ly lan ca tnh cm
Tnh cm v xc cm ca ngi ny c th lan truyn sang ngi khc. Chnh v c iu ny m trong
cuc sng hng ngy chng ta thy cc hin tng, vui ly, bun ly, ng cm, mt con nga
au c tu b c, Chnh v iu ny lm cho tm hn chng ta thng d dng cng cm thng, cng
chia s, cng tri qua nhng cm gic vi ngi thn, bn b, ca mnh.
b. Quy lut thch ng
Mt cm xc no c lp i lp li khng thay i th cui cng cng s b lng xung hay mt i.
to nn s chai sn ca cm xc v s lng xung ca tnh cm.
Mt s hin tng chng ta vn thng thy trong cuc sng l sn phm ca s chai sn trong tnh cm
nh Xa thm, gn thi gn thng, xa thng v trong thc t mun trnh iu ny mi c nhn t
thc thng xuyn to nn ci mi m, trnh s n iu.
VD: Trong giao tip, ban u nht nht nhng nu c tip tc to c hi giao tip nhiu th s dn mt i
s nht nht
c. Quy lut tng phn :
L s tc ng qua li gia nhng cm xc, tnh cm tch cc v tiu cc. S tri nghim mt xc cm,
tnh cm no c th lm tng mt xc cm, tnh cm i cc vi n.
iu ny th hin rt r trong cuc sng ca chng ta nh: cng yu nhiu th khi chia tay c th ngi
cng hn nhiu, cng ght mt ngi no chng ta li kh qun c ngi ny

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VD: S c n, bun b khi ch i s lm nim vui tng gp bi khi gp mt. S mt mi khi c gng
lm vic g s mang li nim vui to ln khi t c thnh cng
d. Quy lut di chuyn ca xc cm tnh cm
Xc cm v tnh cm ca con ngi c th di chuyn t i tng ny sang i tng khc. Mt s hin
tng m chng ta thy trong thc t nh: Gin c chm tht hay yu nhau yu c ng i, ght nhau
ght c tong ty h hng chnh l do quy lut ny to nn.
Quy lut nhc nh c nhn trong giao tip trnh xc cm, tnh cm ca mnh ln t v khng kim ch,
l nh hng nhng ngi xung quanh, cn kim sot thi v cm xc ca mnh trc mi vic.
e. Quy lut pha trn
Nhng tnh cm v xc cm khc nhau thm ch i cc nhau c th cng xut hin ng thi mt
ngi, chng khng loi tr nhau m quy nh ln nhau. Nhiu khi chng ta thng hay c nhng cm
gic vui bun ln ln, va gin va thng, va t ho va lo u khi lm mt nhim v mi. Quy lut ny
cho thy tnh cht phc tp ca i sng tnh cm ca con ngi.
Bi 3 NHN DIN BN THN TRONG GIAO TIP
1. Khi nim bn thn
Cch ta hnh dung v chnh mnh
Biu hin bn cht ca con ngi
Khi nim then cht, c nh hng n hnh
vi ca con ngi

Hnh nh v bn thn: khung quy chiu

mi c nhn soi vo v c hnh ng ng vi
tnh cht ca hnh nh .
KNBT quyt nh tnh cht ca mi quan h
gia ta vi ngi khc

Hnh ng: Xut pht t cch mnh ngh v

mnh
2. Qu trnh hnh thnh khi nim bn thn
Chng ta khng sinh ra vi mt hnh nh v bn thn c sn. Ta thu nhn t t nhng g xy dng nn
hnh nh m ta gi l ci TI. l mt qu trnh ln dn. Tr hc ci g l TI, ci g KHNG
PHI L TI t:
Nhng ngi thn thuc
Nhm bn
Mi trng x hi

Cng ng

Nh trng

Kin thc sch v c tip nhn

Xm- Lng- Khu ph

3. Vai tr v KNBT
Mt ngi bnh thng u m nhn nhng vai tr khc nhau trong cuc sng. C x ng vai tr gip
con ngi hon thin bn thn v gip ngi khc pht trin hnh nh bn thn ng
4. Giao tip v KNBT
Chnh thng qua giao tip m chng ta hnh thnh khi nim v bn thn v ngc li, ngh, cch nh
gi v chnh mnh s nh hng ti li ni, vic lm v cc mi quan h ca chng ta.
a/ Hiu qu Pygmalion
Khi nim v bn thn c hnh thnh thng qua s nh gi ca ngi xung quanh v
cc v tr x hi m ta c. Trong giao tip, chng ta c xu hng din t v hnh ng theo s mong ch
ca ngi i thoi.
b/ Tin tri v s t th hin (Self fulfilling prophecy)
Chng ta cng hnh ng theo nhng k vng i vi chnh bn thn mnh
c/ Sng lc (Selectivity)
KNBT gip chng ta nhn ra nhng thng ip no, l gii chng th no v nh hay qun thng ip
no. KNBT l b lc (filter) trn lng knh m qua qua chng ta nhn ra th gii v tng tc c vi
nhau.

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d/S ci m v t tin
KNBT nh hng n tnh cht cc mi quan h ca chng ta vi ngi khc:
Thi tiu cc v bn thn, thng qua lng knh c nhn thng l gii mt cch tiu cc cc tc
ng t bn ngoi Thi tch cc vi chnh mnh: con ngi ci m, thnh thc
5. Bc l bn thn
5.1. Bc l bn thn l nn tng ca mi quan h tt p
Bc l bn thn cng l mt nhu cu : Hnh phc ca con ngi l sng trong sut vi mnh v ngi
khc. Nhng iu ny cng rt kh khn.
T bc l l hnh ng lm cho chnh mnh r rng hoc bc l mnh ra ngi khc c th hiu c
mnh: bc l nhng g ring t nht nh nhng cm xc, c mun, cm ngh, nim tin, gi tr, lo lng
cho tng lai, kinh nghim
Bc l bn thn l chia s thng tin v nhng kinh nghim, cm xc, c m, nhng
hon cnh c nhn v nhng kin ca chng ta.
Bc l bn thn l chia s phn ng hin ti v chn tht ca chng ta v ni s tht,
ch khng ch l gii thiu mt tt p
Bc l bn thn l vic giao tip nhng chi tit ring t v bn thn chng ta cho mt
ngi khc
Bc l bn thn bao hm vic ni cho ngi khc v nhng b mt ca chng ta, nhng bi ri ca chng
ta, nhng tht bi, nhng khao kht ca chng ta, nhng cm xc ca chng ta, v tt c nhng g l quan
trng i vi c nhn chng ta, nhng chng ta khng sn sng chia s chng vi bt k ai.
Bi 4 K NNG GIAO TIP HIU QU
Ni dung chnh
Cc knh giao tip (Communication chanels)
Cc k nng h tr qu trnh giao tip (The supporting skills for good communication process)
o K nng t cu hi (Questioning skills)
o K nng lng nghe (Listening skills)
o S thu cm (Empathy)
o thc v s khc bit vn ha (Cultural awareness)
Phn 1 - Cc knh giao tip (Communication channels)
1.1. Giao tip phi ngn ng (Non-verbal Communication)
Cc yu t phi ngn ng bao gm:
Tip xc bng mt (Eye contact)
o Ti sao Con mt l ca s tm hn ?
Din t bng nt mt (Facial expressions)
o Trong vn ha VN: nhn mt m bt hnh dong
o Mt mt , Vut mt n mi , Mt dy my dn
Cch chng ta ng hay ngi (The way we stand or sit)
o Vn ha VN: ng ln khi ngi ln, ng knh bc vo
C iu (Gestures)
o Ty nn vn ha, c iu c s dng mc no
Khong cch (How far we stand from people)
o VD: ng x trong thang my
c im ca ging ni (Voice characteristics)
o Ging iu (tone), cao (pitch), vn tc (speed), nhn ging (emphasis), ng iu (intonation)
Sp xp khng gian (Spatial arrangements), v d : cch sp xp c (furniture) v trang thit b
(equipment)
Design/ trang tr ca mt cn phng (decor of a room): mu sn tng ca bnh vin, ca cha

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 Trang phc (dress)

o VD: Khi i phng vn xin vic lm.
Thinh lng (silence)
1.2. Truyn thng bng ngn ng (Verbal Communication)
Chn t ng sao cho ph hp vi ngi nhn
Choose words at the right level for the receiver
Trnh dng t chuyn mn ca ngnh ngh
Avoid jargon
Chn thi im thch hp
Take care with suitable time
Phn 2: K nng t cu hi
2.1. Cu hi ng (Closed Questions)
Dng cu hi ny: thng ch nhn c cu tr li c/khng
Hu dng trong cc trng hp (Useful for):
Nhng s kin n l (Getting single facts)
Vd: Bn lm loi cng vic ny trc y cha? (Have you done this type of work before?)
Xc nhn li hay kim tra li cu tr li (Confirming or check you have the correct information)
Vd: Vn ny xy ra trc y cha? (Has this problem occurred before?)
Chuyn hng cu chuyn mt ngi ni nhiu (Refocusing a talkative person)
V d:
Bn c th hon thnh nhim v ny khng?
Would you be able to complete this task?
Bn c ngh chng ta s hon thnh ng thi hn khng?
Do you think well be able to meet the deadline?
2.2. Cc cu hi m (Open Questions)
Thng gi mt cu tr li di (Usually prompt a longer answer)
Cu hi m hu dng trong trng hp:
Thm d v thu thp thng tin (Exploring and gathering information)
Vd: Bui hp ny bn vn g? (What is this meeting about?)
Khuyn khch cu tr li chi tit hn (Encouraging a more detailed answer)
Vd: Bn ngh th no v khng gian mi ca vn phng m?
How do you feel about the new open-plan office space?
Khuyn khch mt cuc i thoi ( Promoting conversation)
Vd: Bn lm cch no gii quyt vn ny?
How would you go about solving this problem?
2.3. Cc cu hi thm d (Probing Questions)
Thng dng t c thng tin rt c th (Usually elicit very specific information)
Cu hi thm d hu dng trong trng hp:
Ch o hay hng dn mt ng nghip hay khch hng (Directing or guiding a colleague or
client)
Vd: Bn ngh chng ta c th gp nhng vn g lm ng thi hn?
What problems do you think we might have in meeting this deadline?
tm ra khi no, u, th no, ci g, v ti sao (Finding out when, where, how, what, and
why)
Vd: Bn ngh th no v cch chng ta c th gii quyt vn ny?
How do you think we might overcome that problem?
Vd: Ti sao chng ta khng c c s h tr ca phng bn trong sng kin ny?
Why dont we have the support of your department on this initiative? 3

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Phn 3 Lng nghe tch cc (Active listening)

3.1. Nhng li ch ca vic lng nghe tch cc
Li ch hai chiu / You enjoy two-way benefits
o Khi ngi ta nhn thy bn lng nghe h tt nh th no th thng thng h cng lm tng t li vi
bn v c gng hiu bn tt hn
Cc mi quan h trong nhm c ci thin / Relationships within a group improve
o Cc thnh vin s pht trin mt thi tch cc hn i vi nhau, do s h tr c nhn v lm vic
nhm c cng c. Tnh bn pht trin v c o su
Nhn c thng tin chnh xc hn / Receiving more accurate information
o Nhng ngi ang gii thch mt vn c khuynh hng ni vi bn ton b cu chuyn. H cng tin
cy rng bn ang lng nghe chm ch th h cng hnh phc chia s cc s vic m c l h s khng
bc l ra vi mt ngi nghe ti
Nhng ngi c khuyn khch bi vic lng nghe tch cc ca bn s khm ph cc gii php cho
chnh vn ca h / People encouraged by your active listening often discover solutions to their own
problems.
Ha thun hn vi nhng ngi khc / Getting on better with people
o Cc bt ng s d dng c gii quyt hn khi ngi ta lng nghe nhau.
o Vic lng nghe tch cc kt hp vi thu cm s gip d dng hn gii quyt vn , hay ch t l t
c s tha hip
Khng ch hiu iu m ngi ta ang ni m cn ti sao h ang ni / Finding out not only what
people are saying, but why they are saying it.
3.2. Lng nghe tch cc l g?
Lng nghe tch cc c ngha l lng nghe hiu qu (Active listening means effective listening)
N khng ch l nghe thng ip (it is more than just hearing the message)
l hiu ni dung v cm xc n sau cc t ng (It is about understanding the content and feelings
behind the words )
3.3. Nhng ro cn i vi lng nghe tch cc / Barriers of active listening
Ro cn c bn : thi ca chnh bn
o Chng ta thng ngh rng nghe l 1 qu trnh th ng
o Nhm ln gia nghe (hearing) v lng nghe (listening)
o Lng nghe lin quan n vic tr no tht s s dng nhng kin thc hin ti lm cho thng tin c
ngha
Nghe l mt qu trnh ch ng
C th ro cn n t ngi ni: h ni nh, ln xn, m h. Nhng phn ln cc li nm ngi
nghe. Ngi nghe c th b mt tp trung vo ni dung ca thng ip, b xao lng v :
o Ngi ni hoc din gi
o Mi trng xung quanh
o Nhng cm xc v thi ca bn thn ngi nghe
Mt tp trung i vi ngi ni hoc din gi v:
Ch chm ch pht hin nhng im gy mt tp trung ngi ni hn l tp trung vo ni dung
thng ip
Vd: b xao lng bi 1 c im v hnh dng hoc 1 phong cch ring
Do mi trng xung quanh:
Qu d dng cho cc yu t tc ng t mi trng bn ngoi lm bn mt tp trung
Vd: Ai i ngang qua, ting chung in thoi reo, nhng ngi khc trong phng
Nhng cm xc v thi ca bn thn ngi nghe
Khng quan st ngi ni nn khng nhn ra cc iu b hay tn hiu khc hiu thm v thng tin
Ch ng bt tai v ngi ni lm bn mch lng hay gy bn sc / qu xc ng v t ng h
dng

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 ang lm 2 vic cng mt lc. Vd: va vit thng bo ni b, va lng nghe ngi khc ni. Hoc
n gin l ang suy ngh tip v 1 ci g quan trng hn, cp thit hn
3.4. Qu trnh lng nghe tch cc bao gm:
Chm ch nghe (Attending)
Theo di (Following)
Phn hi (Reflecting)
a/ K nng chm ch nghe (Attending Skills)
Chng t cho ngi khc bit bn c chun b v sn sng mun nghe / Showing another person that
you are prepared and willing to listen
Th hin cho ngi ni bit s ch ca bn (Showing listener that you are paying attention)
o Hy bt u bng mt thi tch cc v nhit tnh / Beginning with a positive and enthousiastic
attitude
o Duy tr vic giao tip bng nh mt mt cch thng xuyn v ngn / Maintaining regular and short
eye contact
S dng ngn ng c th bng iu b m by t rng bn ang ch / Using body
language with open gesture that shows you are paying attention
o Ng ngi v pha ngi ni hoc ngi li gn hn th hin rng bn ang quan tm ti nhng g
ang ni
o ng/ngi i din vi ngi ni v tp trung hon ton vo ngi ni
o Khng nn khoanh tay trc ngc: t th phng th
o Gi mt t th thoi mi
To mt mi trng ph hp / Creating an appropriate environment
o Duy tr mt khong cch va phi v hp l gia bn vi ngi ni
o Nu ngi qu xa: c th khng nghe r
o Nu ngi qu gn: ngi ni khng cm thy thoi mi
o Khi nim v khong cch v khong cch ring t : mang tnh vn ha
m bo mt mi trng giao tip khng b cc tc ng lm phn tn (distraction) hay ngt qung
(interruption)
Vd: chn ni yn tnh hay ring t, ngn cc cuc in thoi gi n, tt in thoi di ng
D b tt c mi ro cn hu hnh gia bn v ngi ni
Mt chic bn ln c th to ra bu kh xa cch, lnh lng
Mt ng ti liu cht cao cng c th cn tr cuc ni chuyn
b/ K nng theo di (Following Skills)
Chng t bn quan tm n iu ang ni, v bn mun nghe thm bng cch / Show you are interested
in what is being said, and want to hear more by:
Thnh thong ni: nh, phi, ng
Attentive silences
Minimal encouragers Mm, yes, right
Thnh thang t cu hi
C nhng khong lng
Occasional questions
c/ K nng phn hi (Reflecting skills)
Chng t bn hiu iu va ni bng cch:
Show that you understand what has been said by:
Lp li nhng phn chnh va ni
Restating the essential parts of what has been said
Tm tt cc im chnh
Summarising the main points
Biu hin cm xc sau khi nhn thng ip
Reflecting the feelings behind the message
3.5. Nhng thi quen xu khi lng nghe (The bad habits when listening)
Gi v ch nhng thc s khng nghe g c
on trc thng ip
Vi v ct ngang, cp li ngi ni
Nghe mt cch my mc

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 Thiu ch trong mt khong thi gian nht

nh
Phn 4 - S thu cm (Empathy)
4.1. Thu cm l g?
Empathy: the ability to understand another persons feelings, experience, etc. (Oxford Advanced
Learners Compass)
L cm nhn nhng cm xc v thi ca ngi khc nh th chnh chng ta tri nghim nhng
iu
L s sn sng ca chng ta i vo th gii ca ngi khc v kh nng ca chng ta trong vic
truyn thng vi ngi y cm xc v thi ca chng ta
khng phi l mt s a cm (sentimentality) m qung. N vn gi li phn no tnh khch quan
v khong cch
Chng ta khng nh mt bn sc ca mnh, mc d chng ta khm ph ra nhn tnh/nhn vn
(humanity) chung ca chng ta
4.2. To nn thu cm bng cch:
Create empathy by:
Using open body language and a warm vocal
Nghim tc coi nhu cu v cc mi quan tm
tone
v gi tr ca ngi khc nh l ca mnh
Trnh c thin hng thnh kin
Taking other peoples needs and concerns
Removing bias
seriously
By t s quan tm n iu ngi khc
Trn trng cm xc v thi
truyn thng
Valuing feelings and attitudes
Displaying interest in what others communicate
Tn trng s ring t, kinh nghim v cc gi
Km li li khuyn khng c sn sng
tr ca ngi khc
mun nghe
Respecting others privacy, experience and
Withholding uninvited advice
values
H tr n lc tm gii php ca ngi khc
Lng nghe tch cc
Supporting others attempts to find a solution
Listening actively
S dng ngn ng bao gm c ngi ni v
Khuyn khch vic a ra cc gii thch chi
ngi nghe (nh chng ta thay v chng ti)
tit hn v lm sng t hn Encouraging further
Using inclusive language
elaboration and clarification
Trnh nhng khi qut v rp khun mang
S dng ngn ng c ch m v ging ni si
thnh kin
ni
Avoiding generalisations and stereotyping
Bi 3 K NNG GIAO TIP QUA IN THOI
1. c im ca giao tip in thoi
- Phng tin lin lc nhanh v hu ch trong mt s trng hp nht nh (xin mt cuc hn, cn thng
tin nhanh)
* Nhng hn ch:
- Khng bit tnh trng ca ngi ang i thai linh hat trong giao tip nhm t c hiu qu
- D b nhiu (ng dy khng tt, ting n)
- Chi ph my, cc ph vn cn cao, ang c khuynh hng gim dn
=> Tuy nhin, phng tin ny vn cn thit
2. Chun b cho mt cuc gi hiu qu
- Danh mc s in thai ni b v bn ngoi
- Bo m trang thit b ph hp cho qu trnh
- Giy bt
giao tip
- Cc ti liu lin quan
- Hiu bit v chc nng ca cc trang thit b,
- Thi , ging ni, cch din t
dch v, cc ph
- Hn ch ti a cc yu t gy nhiu
3. Gi in thoi
- Xc nh thi im thch hp cho cuc gi
- Ghi trc cc cn trao i hay ni dung tin
nhn gi li

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- Xng danh v c quan

- Gii thch l do gi n v ngi cn lin h
- S dng k nng t cu hi v lng nghe
- To cm gic thoi mi cho ngi nghe
- Nhn din ngi gi.
- S dng nhng k nng t cu hi v lng
nghe
- Khng ct ngang (tr trng hp bt kh
khng)
4. Tr li in thoi
- Chun b giy bt, ch ng ti liu
- Nhc my sau 2 hi chung reo
- T gii thiu tn v c quan
5. Ni Dung Phiu Nhn Tin
- H, tn chc v ca ngi nhn tin, cng ty, s
in thai (nu c)
- Thi gian nhn
- H, tn chc v ca ngi c nhn

- Bit x l tnh hung khch hng gin d

- Khng bao gi t ra b quy ry, bnh tnh, lm
ch bn thn
- Ghi li thng tin quan trng
- Bo m thc hin nhng iu tha thun,
ha hn
- Chm dt cuc gi mt cch lch s
- Thng bo cho ngi gi iu s din ra sau
cuc gi (nu c)

- Ni dung tin nhn (ngn gn, y , chnh

xc)
- Tnh cht ca thng tin (khn, phi gi li,
thng bo,)
- Tn ngi ghi li nhn

6. X l sau cuc gi
- Chuyn thng tin n ngi c trch nhim x
- Thit lp mt th t gii quyt
l
- Quan tm n tin trnh ca s vic
+ Chuyn thng tin bng phiu chuyn
- Thc hin nhng iu ha (nu c)
+ Nhc nh khi n gn thi hn tr li khch
hng
7. Hon thin k thut s dng in thoi vi 10 nguyn tc vng
1. Hc cch ci qua in thoi
6. Thnh thong nhc li tn ngi gi
2. Tp s dng ging iu tch cc, ha nh
3. Pht hin ging iu ngi gi giao tip
ph hp

7. Tin hnh cuc gi ngn gn gim ti thiu

cc ph
8. Ghi li thng tin cn thit

4. Tp ni r rng, tc va phi

9. Cho trc khi gc my nh nhng

5. Bit s dng k nng t cu hi v lng nghe

10. Thc hin nhng iu tha thun

Bi 6 K NNG TIP KHCH

1. KHI NIM KHCH HNG
Customer: a person or an organization that buy something from a shop, store or business.
Clients: a person who uses the services or advice of a professional person or organization.
(Oxford advanced learners dictionary)
Khch hng bao gm cc i tng sau:
Ngi mua: thu thp thng tin, la chn, ra quyt nh mua, tr tin
Ngi s dng: cc c nhn hoc t chc thc s s dng sn phm hoc dch v cu doanh nghip.
Ngi th hng: cc c nhn, t chc c hng li t vic s dng sn phm, dch v.
2. PHN LOI KHCH HNG
Khch hng hin ti v khch hng tim nng
ng nghip v nhn vin cng ty khc
Khch n than phin, thc mc
Khch n quy ry
Thn nhn ca nhn vin cng ty bn

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3. TM QUAN TRNG CA VIC TIP KHCH

Khch hng l yu t sng cn ca mt doanh nghip
Gi c khch hng c, c thm nhiu khch hng mi s gip doanh nghip tn ti v pht trin
4. NGUYN TC C BN CA VIC TIP KHCH
Kt hp tnh khoa hc vi tnh ngh thut
Kt hp tnh dn tc v quc t
Kt hp tnh truyn thng v tnh hin i
5.T CHC VIC TIP KHCH
5.1. Trc cuc hn
Chun b:
Qun o lch s
i vi n trang im ng n
Phng ch phi v sinh, ngn np, thong mt
- Nc gii kht v ly chn sch s.
Dn d nhng ngi c lin quan nu tip khch quan trng bo m khng s st
Cp nht s hiu bit v sn phm hay dch v ca cng ty gii p cho khch hng (nu cn)
Bit r v y c im ca sn phm hay dch v ca cng ty bn
My chiu hot ng tt
Bng sch s, bt vit cn mc...
Chun b qu v ti liu tng khch hng
Xy dng quy trnh tip khch
5.2- Trong lc tip khch
5.2.1- Cho hi khch hng
Cho hi ng to n tng ban u v di lu cho khch hng
Cung cch cho hi cn:
L
Thn thin
Chuyn nghip
Xin tn khch hng, v c gng nh tn
Xin li nu bn tr hn vi khch hng
Tr hn, tr gi vi khch ch l ha hon mi xy ra
5.2.2- S dng cc k nng truyn thng
K nng t cu hi
K nng theo di
K nng lng nghe
K nng phn nh
* Cc lu c th
Trn an khch hng, c thu cm vi khch
C k nng x l khi khch hng gin d, than
hng
phin, quy ry
N lc gii quyt vn
To thi quen va trao i va ghi li ni
Trnh tranh lun vi khch
dung cuc trao i
Trnh bo cha
Ngn nga v gim thiu nhiu
Khng ph thi gian xoa du
Chun b bin php kt thc cuc ni chuyn
ko di khng cn thit
5.3- Kt thc cuc gp
Tin khch (ty tm quan trng m p dng
Chuyn thng tin n ngui, b phn lin quan
cch tin khch)
x l
Ghi li y cuc gp
Theo di s x l sau ny tr li cho khch
hng
6. PHONG CCH, THI KHI TIP KHCH
Cn thn trong cch din t, t ngn t cho
Thit lp mi quan h tt vi khch hng
n tc , ng iu ca li ni.
- Bit lng nghe, ghi li nhng nhu cu v gii
Th hin s quan tm n khch hng.
quyt nhng nhu cu ca khch hng.

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 Lun t mnh vo v tr cu khch hng

Trnh cc thnh kin
7.NG X KHI GP KHCH HNG GIN D
Lm di cn gin cu khch hng
Khng li
Th hin thin ch, t ra u tin gii quyt vn
Lun bnh tnh
khch hng
Mi khch hng vo mt ni khc nu thy
Nhanh chng tm cch gii quyt vn ca
cn thit
khch
1. CHO KHCH
n tng khng phai ca khch hng vi bn v vi t chc ca bn c hnh thnh ngay t khi h
bc chn vo ca. Hy cho n khch bng vic mm ci vi khch v hi sn sng tr gip h.
Lm cho h c cm gic c bit bng vic tip cn h mt cch lch s, thn thin v chuyn nghip.
Khch hng khng chu c thi th , hng hch v s sng. Nu bn khng th p ng nhu cu
ca h ngay lc , hy lun ch n s hin din ca h (thnh thong hi hoc ni vi h mt/hai
cu) v km theo tm ngay mt ng nghip khch h tr mnh hoc an i h rng bn s quay li vi
h ngay khi c th.
2. XC NH V PHC P I VI NHU CU CA KHCH HNG
Mt khi khch hng cm thy c n cho v gy c s ch ca bn, hy lng nghe cn thn v
p ng nhng nhu cu mt cch tt nht.
- Hiu bit cn k cc dch v v sn phm ca cng ty mnh
- Cp nht thay i (iu ny khin bn c th t cu hi nhm hng khch hng vo dch v m bn
ang cung cp)
- Lng nghe phn hi ca khch hng. iu ny gip bn c th tr gip c nhiu hn trong vic quyt
nh lm th no p ng yu cu ca khch hng bng vic hiu mong i ca h.
K nng lng nghe tch cc v t cu hi l rt cn thit trong vic i thoi vi khch hng truyn ti
v xc nh r nhng thng tin phc tp. Bn nn kim tra li nhng g bn ang ni hoc lm c phi l
nhng g khch hng mong i hay khng. lm c iu , cu hi m l ph hp. Bn nn t cu
hi c c cu tr li nh lng.
V d bn l nhn vin ph trch marketing ca phng hi ngh-hi tho. C khch hng hi thng tin,
bn c th t cu hi l:
- S lng khch l bao nhiu?
- Hi ngh t chc vo lc my gi, ngy no, trong bao lu?
- Mi bn nn b tr bao nhiu khch l hp l?
- Yu cu g v trang thit b cho hi ngh: my quay video, bng trng in t, bt, giy?
Nhng cu hi ny s cho bn thng tin v mong i ti thiu ca khch hng
K nng phn nh cho php bn nhc li nhng im chnh trong ngh ca khch v kim tra bn c
hiu ng hay cha. Cu hi phn nh cng cho php ngi ni chuyn bit rng bn ang lng nghe tch
cc v c thc kim tra hiu bit ca mnh. Ging iu ca bn nn t ra thm d khi bn hi lm
sng t thng tin ch khng phi l tuyn b mt s tht. V d v cu hi thm d: Ti c th kim tra
li yu cu ca ng/B c khng ? ng/B thy h thng in thoi quc t ti phng khch sn c
vn v ng/B b l mt cuc gi quan trng. Cho ti xin li v iu ny. Ti c th gip ng/B
thc hin li cuc gi ny c khng? K nng ny s cho php bn hiu c hai th: thng ip v
cm gic bc l ra ca khch hng. N thc s quan trng vi khch hng no c mt s ro cn
truyn thng, v d nh ngi c kh khn v ngn ng hay ngi tn tt.
3. T VN KHCH HNG GII QUYT VN
Khi mt khch hng tip cn bn vi mt vn (problem), bn nn lm theo nhng ch dn sau:
a. Tp hp nhng s kin li bng cch t cu hi m khuyn khch h i su vo chi tit
b. Lng nghe khch. S dng k nng lng nghe tch cc phin dch ra h ang ni ci g. C gng
nm bt c ch ng ch nhiu n t ng. C th lc tm trng h khng c tt nn s dng
t ng khng c r rng v lch s cho lm.

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c. Thu cm vi h bng vic nhc li nhng s vic v s dng ngn ng thn th mt cch tch cc
nhn mnh thm mi quan tm ca bn. Mt khi khch hng thy bn c thu cm vi mnh, tch cc hp
tc v quan tm mt cch chn thnh c gng tm ra gii php, mc cng thng s gim xung.
d. Bn tm tt li hiu bit ca mnh v vn ang ni v kim tra li vi khch hng xem h c ng
tnh hay c thay i g khng. Lun lun mm do v linh hot; khng c p t quan im ca bn ln
khch hng.
e. Tp trung ch mt cch nh nhn nhng kin nh v cng rn khi hi chi tit ca bt k vn g;
trnh bin tnh th thnh chuyn ring t, c nhn.
f. Chun b tinh thn m phn t c kt qu tch cc
g. C hnh ng gii quyt vn v thng bo cho khch hng mi giai on ca qu trnh. Nu cn
phi c hnh ng tip theo, thng bo cho khch hng v tin hnh nhng bc i cn thit thc hin
gii php khc.
h. Gi s tn ty i vi nhu cu ca khch hng v chuyn nghip, tn trng ngay c khi bn khng ngh
rng khch hng ng. Nn xem phn nn ca khch hng l c hi sa cha vn tn ng v ci
thin sn phm v dch v ca cng ty.
X l phn nn ca khch hng l mt php th tt cho kh nng phc v khch hng ca bn. Nu bn
x l tt, khch hng s li lu di vi cng ty. Nhng nhng khch hng khng hi lng do vn
khng c gii quyt tha ng s ri b bn v ni vi nhiu ngi khc v dch v ti t ca cng ty
bn.
Cch thng lng vi khch hng kh chu:
Tht khng may v khng phi tt c mi ngi u d dng thng lng. Thm ch c quan tm k n
my, mt vi khch hng cng ry r, kh chu. Khch hng cn:
- Cm thy c cho mng
- Nhn c s phc v chnh xc
- Cm thy c ngi lng nghe mnh
- C ngi hiu mnh
- Cm thy c coi trng
- c i x tn trng
- c cung cp thng tin chnh xc v tin cy v nhng li khuyn
- c gii quyt xong vn
Khch hng lun nh gi cao s quan tm ca bn v nhu cu ca h. Khi mt khch hng tip cn bn,
nn:
- Ngng ngay vic ang lm, nhn h, mm ci v hi liu bn c th gip g c h
- Gi thi tch cc thng qua ngn ng thn th ca bn
- Tp trung vo yu cu ca h
- Tm kim nhng tn hiu cho thy rng h cn s ch ca bn
- ti s hin din ca h khi h phi ch
o Gi tn hiu khng li bng mt n ci hay c ch ni vi h rng bn ang ch ti h
o Xin li ngn gn ngi khch hin ti cho h bit h phi ch bn bao lu
o Thit lp th t khch ch nu vic ch i l ph bin ti cng ty bn (pht s th t)
BI 7 QUN L XUNG T
A. NGUYN NHN V DU HIU
Ni dung chnh
Xung t l g?
Nguyn nhn ca xung t
Cc du hiu tin on xung t cc mc khc nhau
Cc yu t dn n s pht trin xung t
Nghin cu tnh hung:

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Ti cng ty TNHH Bnh Nguyn.

Sng nay vo u gi lm vic, G Nguyn gi anh Nam ln khin trch v anh khng thng bo vic
thay i nhn s tham gia bui tp hun ti Vng Tu tun qua cho ch Mai lm ch Mai khng c mt
trong bui tp hun .
Trong tm trng xu h, bc bi vi sp, Nam tm gp Mai. Va gp Mai, Nam p bn, qut tho v
nng li vi ch Mai v anh ngh ch Mai bo sp trong khi anh dn thng bo v vic thay i
nhn s ny vo chiu th 6, tc trc 2 ngy bui tp hun din ra vo th 2 tun sau. Sau mt hi li
qua ting li, c hai b i.
Hm nay, Mai np bng tng hp v doanh s bn hng ti cc ca hng bn l ca cng ty cho sp. Sau
cuc hp vi hi ng qun tr, ng Nguyn gi Mai ln v bc tc v mt vi s liu trong bng bo co
khng chnh xc. Mai nh ra, chnh Nam gi nhng s liu th t cc ca hng cho mnh. Mai ngh,
Nam ang tr th mnh. C trnh by s vic vi mi ngi trong t v vit n xin chuyn cng tc sang
t lm vic khng c Nam. Nam nghe chuyn rt bc bi. T , hai ngi khng cho hi nhau nh
trc y na.
1. Anh (ch) cho bit nhng du hiu xung t trong tnh hung trn.
2. Nu xung t gia Nam v Mai khng c gii quyt th hu qu g s xy ra?
3. Nu anh (ch) l Nam, anh (ch) s gii quyt xung t ny nh th no?
Phn 1 Khi nim v xung t
1.1. Nhng tnh hung c th dn ti xung t
Tha thun v dch v khch hng
Nhng tiu chun lm vic
Nhng than phin ca khch hng
Thi hn hon thnh cng vic
K hoch tin hnh d n
Phn chia kinh ph
Tnh trng quan liu trong c quan
Phn bit i x trong c quan...
1.2. Xung t l g?
Khc bit v nhu cu (differing needs)
Tnh trng ca mt mi quan h hay tng tc gia hai hay nhiu ngi ang c gng p ng nhu cu
ca mnh theo mt cch thc to ra s kh chu v dn n nhng phn ng hay p ng tiu cc ca
ngi khc
Khc bit v ch n (different goals)
Xung t c th xy ra khi c khong cch ln gia cc mc tiu t c ca mt ngi so vi
ngi khc t lm nh hng ti mi quan h gia h.
Nhu cu ca con ngi l mt yu t quan trng trong nhng tnh hung xung t
C nhng vn nghim trng b l i v ai mun trnh xung t bng mi gi
Vic trnh xung t c th pht sinh vn
Vd: Bung li ca my bay l mt VD tuyt vi v 1 tnh hung mc truyn thng v hp tc cao
l iu chnh yu, nhng tnh cch v vn ha ni lm vic c th gy ra s tn ph.
Tm kim nhng tn hiu b ng v ch ng v xung t
Vd: qut tho, ging ni cc cn, gin d
Vd: Nhng hnh vi b ng nh s im lng, t chi cam kt hay tha hip
1.3. Hai mt ca xung t (Two faces of Conflict)
Xung t t thn n khng phi l iu xu. Ngi ta c th qun l xung t m khng cn tr n
nhng mi quan h v kh nng ha thun v thc hin cng vic.
Xung t l mt c im quan trng ca mi mi quan h. N c th l mt ci van an ton gip
ngi ta gii thot cc cm xc do p lc cng vic, cha m, con ci hay nhng vn ti chnh.
Vd: Trong gia nh, xung t gip con ci xc nh cc gii hn ca hnh vi
Mt tiu cc (negative)

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 Mi quan h b xu i (damaged relationships)

Tinh thn suy sp (low morale)
B cng thng / sc khe km (stress/ill health)
Nng sut lao gim (poor productivity)
Mt tch cc (positive)
Nhng vn c lm r (issues clarified)
Vn c a ra cng khai (openness)
Gii quyt c xung t s lm nhm vui v vi nhau (happy teams)
Dn n nhng gii php tt hn (better solutions)
Nng sut gia tng (high productivity)
Phn 2 - Cc du hiu v nguyn nhn ca xung t (Signs of Conflict and Causes of conflict)
2.1. Cc kiu hnh vi l du hiu ca xung t:
Gin d
Cc hnh ng gy hn
Cc li ni e da hay s hung hng bng li ni
Cc du hiu ca au kh
S hm da, ma mai hoc giu ct
S on gin
Nu bn mun gii quyt xung t, bn cn nhn nhn rng c vn . D nhn nhn cc cm xc ca bn
thn nhng quan trng hn l nhn nhn nhng cm xc ca ngi khc.
Vic truyn thng ci m v tch cc ti ni lm vic c th cnh bo bn v nhng vn cn gii quyt.
2.2. Cc nguyn nhn v du hiu ca xung t (Causes of Conflict)
Vn lin quan n quyn lc v quyn kim sot (power and control issues)
Cng lm mt vic; sp kh tnh, c ti
Thiu truyn thng (lack of communication) hay truyn thng sai (miscommunication)
Ngi ta khng c thng tin y v cc thay i.
Nhng vn lin quan n s khc bit vn ha (cross cultural issues)
Gi tr, nam n, trnh vn ha, vng min...
Xung khc v nhu cu (competing needs)
Thiu ngun ti chnh (lack of funding)
Li ch khc nhau trong cng ng, nhm, gia nh, c nhn (community, group, family or personal
interests).
Mc c nhn: cc u tin ca c nhn c th nh hng n cng vic
Mc cng ng, c th c xung t gia t chc v cc nhm cng ng, VD v vn mi trng
2.3. Cc giai on ca xung t (Stages of Conflict)
1. Bc dc (discomfort)
2. Bc pht (trigger)
3. S cng thng chung v hiu nhm (general tension and misunderstanding)
4. Khng hong (crisis)
Bc dc (Discomfort)
S bc dc l mt du ch ban u khin xung t xut hin
Cc s kin t thn khng c v quan trng nhng c th sinh ra s on gin
Vd: Thi gian hp b i m ch thng bo ngn, khng c hi kin ca nhng ngi tham d
Vd: Ngi ph trch k thut tht bi trong vic theo di mt cuc iu tra khch
hng v khch hng than phin vi ngi qun l v cht lng phc v km

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 Cc k nng truyn thng tt thng gip bn xc nh ngun gc ca mi u t v x l n mt cch

xy dng trc khi s vic tr nn ti t hn
Nu nh bn thy bc dc, hy t hi chnh mnh: Liu c iu g m ti c th lm g by gi i vi
cm xc ny?
Bc pht (Trigger)
Bc pht hay mt lot cc s kin lm bn cm thy kh chu vi mt ngi. Phn ng i vi mt vi
s c, thng chng ng g xt v bn cht, li b phng i ln v mc .
Tc ng ca s bc dc dn n vic l gii hnh vi mt cch tiu cc
Vd: Bn hi li vic lin h vi mt khch hng tim nng mi v bn ang ch c nhiu thng tin hn v
h. Cp trn ca bn thy rng khch hng khng c lin h v, thay v hi bn ti sao, li gin d vi
bn v ni rng bn li bing
Cng thng chung v hiu nhm (General tension and misunderstanding)
S thiu tin tng lan trn v vn khng c gii qyt
Tt c cc hnh vi u b l gii l tiu cc v gia tng mi quan h ti t
Nu iu ny tip din, s vic c th tr nn ti t hn i vi cc mi quan h
Khng hong (crisis)
Phn 3: Yu t nh hng n s pht trin ca xung t.
3.1. Cc yu t c nhn (personal factors)
Tnh cch (personality)
Vd: thch vui chi, xu xa, cng quyt...
Th gii quan (world view) ca mi ngi: cch bn ngh, nhn s vic hay cuc sng ty thuc vo
thi , nim tin ca bn.
Vd: Th gii quan ca A l: mi ngi sinh ra u bnh ng. A s ght s k th d bt k hnh thc no.
Th gii quan ca B l: khng thch gi di. B s tc gin khi nghe bn chuyn la lc, n gian.
Th gii quan ca C l: thch lm vic chung vi ngi khc, C s kh s nu phi t mnh x l cng
vic.
Nhu cu v mong mun (needs and wants)
Ngi ta s u tranh mnh lit hn nu kt qu ca mt tnh hung xung t nh hng n nhng nhu
cu c bn
Vd: xung t c nh hng n lng bng, vic lm (nguy c mt vic) khng?
Quan nim v bn thn (self-concept, the mental image one has of oneself)
Vd: Ngi c quan nim v bn thn tch cc, khng c chp, khng s s bt n s c kh nng chp
nhn nhng gii php khc nhau v x l xung t hiu qu hn. H t s s khng chc chn v c
khuynh hng xem xt nhiu chn la khc nhau trong mi tnh hung
Ngi c mt quan nim tiu cc v bn thn kh s dng thu cm cm nhn cc cm xc v thi
ca ngi khc. iu ny c th dn n mt cch tip cn cng ngc gii quyt vn , kh xem xt
cc chn la
Kinh nghim qu kh (past experience): ng vai tr quan trng khi phi ng u vi xung t.
Vd: ngi tng gp nhng kt qu x l xung t tt s tin tng cch x l xung t nhng ln sau.
Sc khe (health)
S mt mi cn tr nghim trng n kh nng ca 1 ngi x l hiu qu. Ngi c sc khe tt d
ng u vi stress trong xung t. Mt s ng ch cung cp cc dch v nhm gim bt cng thng
(stress) cho nhn vin mnh: cc phng tin tp luyn sc khe (fitness), gii tr, chm sc tr em (childcare).
3.2. Cc yu t mi trng (Environmental factors)
Vn ha qun tr (management culture)
Vd: Cty t nng truyn thng hiu qu, tham kho rng ri s t c xung t, m nu c cng d gii
quyt. Hnh thnh vn ha hp tc (cooperation) v cng tc (collaboration) trong cng ty lm gim
xung t.

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Mt t chc nui dng 1 vn ha cnh tranh mnh m th ngi ta c xu hng phn nh cch tip cn
ny khi x l xung t qua hnh vi nh nhau.
Khng n nh (uncertainty) v h thng, qu trnh lm gia tng xung t
T quan liu (bureauacracy) trong c quan l ngun gc ca xung t v h thng khng uyn chuyn,
khng ch vi khch hng.
Tnh trng kinh doanh (state of business)
Cty lm n bt bt dn n xung t, ch lo gi ch.
p lc t khch hng (pressure from clients) :
Hnh vi khch hng c th nh hng n vic qun l xung t ca cc nhn vin nht l khi h i hi
v thi hn p ng l khng hin thc.
Kh hu (weather)
Ma nng nc, ma dm strees xung t
3.3. Phong cch c nhn (Individual/personal styles)
Phong cch lm vic (work style)
Cch m mt ngi lm vic trong mt c quan, cng ty
Phc hp ca c tnh, th gii quan v mi trng
Phong cch lm vic c th l:
Ca bn thn mnh
Ca cc ng nghip
Ca cc thnh vin trong nhm
Cung cch qun l
V d v cch x l xung t ca mt s ngi: coi nh xung t
T chi nhn nhn rng ang c xung t
Giu mnh khi tnh hung xung t
Lm nh xung t bng mi gi...
V d v cch x l xung t ca mt s ngi: tm cch gii quyt xung t
Tr nn hung hng (aggressive),
C gng hp tc, tp trung vo con ngi (people-centred)
p dng cc chin lc (strategies) gii quyt xung t...
Phong cch lm vic (Work style)
Phong cch lm vic (work style) hay tnh kh (temperaments) cng l mt dng ca phong cch lm vic
Bn loi phong cch lm vic chnh:
(1) Ngi thuc nhm tn tm, chu o (Conscientious)
C trt t v tnh h thng
C c t chc tt
Thn trng v khng quyt on (deliberate
Cn nhc cc chn la
and unassertive)
Cn cc hng dn vn hnh chun mc
Thch hc tp v phn tch
Cch u n v lng l
Ngi c c phn bin (critical thinker)
Khng thch nhng thay i bt ng
Thch chi tit v t m (detailed and thorough)
(2) Ngi thuc nhm trc tip (Direct)
Hng v kt qu (results oriented)
C tham vng
Chp nhn th thch (accept challenges)
C nhy cm v tnh hnh cp thit (sense of
C ch (strong willed)
urgency)
C sng kin (takes initiative)
Quyt on (Assertive)
Sn sng i din
Thch gii quyt vn
Ly quyt nh d hn
Cht vn hin trng
(3). Ngi thuc nhm Mun gi s n nh
Tha thit thch lm ngi khc vui lng (eager
Tnh cnh tranh khng cao
to please)
C n, kh lng ni khng
Thch gip ngi khc (helpful)
Trung thnh
Thiu quan tm n vic thit lp mc ch
Lm du nhng ngi qu kch ng

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 Lng nghe tt
C nhu cu an ton

cho nhng ngi khc ly sng kin trong

nhng tnh hung ngoi x hi
Kin nhn
(4) Ngi thuc nhm mun gy nh hng (influencing)
C kh nng thuyt phc
Sng to
Tnh tnh ci m
Thiu u t v cc chi tit
Nhn thy nhiu hng chn la
Thch tham gia vo cc nhm
Thn thin
To nn mt mi trng kch thch ng lc
Thch vui nhn
cho mi ngi
C ngh lc
D dng by t cm xc
B. GII QUYT XUNG T
Phn 1 Tng quan v gii quyt xung t
1.1. Khc bit gia p ng vi xung t v gii quyt xung t
p ng vi xung t (responding to conflict)
Cch biu hin (hnh vi, c ch, li ni...) ca mt ngi khi ngi ny c xung t vi ngi khc
Cch biu hin ng n cng c th gp phn gii quyt xung t nhng mc khc nhau
Gii quyt xung t (managing, resolving conflict)
Ha gii s xung t
1.2. Mt s phng php x l xung t (Methods of dealing with conflict)
Rt lui (withdrawal): bn quyt nh thot khi s xung t
Vd: Vic ny chng lin quan n ti
Kim hm (suppression): bn quyt nh rng xung t khng ng quan tm n
Vd: Cng vic vn bnh thng
T chi cng nhn c xung t, n trnh (avoidance)
Lm nh xung t bng mi gi (smoothing over)
Tr nn hung hng, n thua (aggressive)
Thng-thua (win-lose): mt bn ngh mnh ng ri nn lm mi th chng minh cho bn kia thy
Tha hip (compromise): mi pha t nhiu nhng b gii php x l xung t ca mnh
Hai bn cng c li (win-win): mi bn u t c mt ci g t kt qu. C hai bn u thy
thoi mi vi kt qu x l
1.3 Hnh vi hung hng v hnh vi qu quyt.
Khi nim: S qu quyt l mt cch truyn thng trong mt c nhn din t nhng suy ngh, cm
xc, v nhu cu ca mnh mt cch trung thc v trc tip v trong s tn trng nhng suy ngh, cm xc,
v nhu cu ca ngi m mnh ang ni chuyn.
Hnh vi hung hng (aggressive behaviour)
Vd 1: l iu ti suy ngh, anh tht xun ngc nu anh khng ng vi ti
Vd 2: l iu ti mun cn iu anh mun khng quan trng
Vd 3: l cm nhn ca ti nhng cm nhn ca anh khng quan trng i vi ti
Kt qu:
C th t kt qu ngay (tc dng ngn hn) Short term
V lu di, ngi hung hng b c lp
Hnh vi th ng (passive, submissive behaviour)
Vd 1: Ti chng l g c, anh c th quyt nh thay cho ti
Vd 2: Ti sai, anh ng
Vd 3: Anh quan trng hn ti
Kt qu:
Ngi trnh by kin ca mnh
V lu di, mt t tin (confidence)

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 Hnh vi qu quyt (assertive behaviour)

Vd 1: y l cch ti nhn vn
Vd 2: Ti quan tm n n nhng g anh suy ngh
Kt qu
Trc mt, gii php p ng c yu cu ca mi ngi
V lu di, mi ngi t tin, quan h tt p c thit lp
1.4. u im ca hnh vi qu quyt
Gia tng s qy trng bn thn (self-esteem)
C kh nng a ra phn hi
Lm r thng tin hay cc ch th
1.5. Lm sao c hnh vi qu quyt?
Li ni v hnh vi phi r rng (clear), trung
Cm thy thoi mi vi chnh mnh, cc nhu
thc (honest), i thng vo vn (to the point),
cu v hnh ng ca mnh
ph hp vi thng ip.
Tn trng cc quyn (rights) v nhu cu (needs)
Ni ln cm ngh (feelings), mong mun
ca nhng ngi khc
(wants), nim tin (beliefs) ca mnh m khng
S dng cng c Nhng pht biu ca TI (I
xt on cm ngh, mong mun, nim tin ca
statements). Cng c ny cho php bn th hin
ngi khc.
cch bn cm nhn v mt tnh hung, m
khng li hay tn cng ngi khc.
Vd: TI cm thy tht s ht hng khi TI khng th tm thy c ca ti sau khi anh lm vic trn
bn ca ti. 3 thnh phn ca Nhng pht biu ca TI
o Bn cm nhn (feel) th no,
o Tnh hung (the situation)
o Bn mun iu g din ra (what you would like to happen)
* Khi no hnh vi qu quyt phn tc dng
Bn khng nht qun v hnh vi qu quyt, lc th qu quyt, lc li khng hnh vi ny c th b
coi l hung hng (aggressive)
Vi ngi nhy cm, hnh vi qu quyt c th b coi l hung hng
Ch nn dng vo thi im thch hp. N ph thuc vo: Ngi i thoi l ai ? vn tho lun l
g?
1.6. Cc th d v p ng xung t
Th d 1
o Hung hng: Bn ln k hoch hp m chng hi ti. Nn nh ti cng l mt thnh vin ca -kip
y!
o Qu quyt: Bn ngh th no nu bn trong mt -kip m khng c thng bo k hoch hp. Ln sau
bn c gng in thoi cho ti v cc bui hp ca nhm.
Th d 2
o Hung hng: Anh chng bao gi lm vic g ra hn. Ti sao anh kim mt ch no yn tnh dn sc vit
cho xong ci bo co i?
o Qu quyt: ????????
Phn 2 - Qun l xung t (Managing conflict)
2.1. Khi nim v qun l xung t
Qun l xung t l bin php gip bn
Hp l (logical),
ng u vi tnh hung v x l tnh hung
D qun l (easily managed), ri
sau:
Thc hin nhng buc ny (implement)
bn ang c xung t
Qun l xung t thnh cng ph thuc vo:
c du hiu xung t s din ra cho bn
Hiu r vn (understanding the problem)
Bin php: chia nh vn thnh nhng
Khng i trch khi mc tiu (keeping your
buc:
goals firmly in mind)

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 Khng nn nu vic qun l xung t khng

din ra nh k hoch
2.2. Su bc qun l xung t
1. Ghi nhn cm xc ca bn (acknowledge your
emotions)
2. Xc nh vn (identify the problem)
3. Ln k hoch hnh ng gii quyt vn
(plan how you will deal with it)

4. Truyn thng hiu qu (communicate

effectively)
5. Khp li vn mt cch hiu qu (use an
effective close)
6. Theo di cc kt qu sau (follow up the
outcomes)

Bc 1 Ghi nhn cm xc
Cm xc c nh hng ln trong vic x l xung t
Hy dng li xem bn c b xc ng trc khi quyt nh lm g hay ni g
Hy suy ngh truc khi hnh ng (think before you react)
Bc 2 Xc nh vn
C mt bc tranh r rng v vn l iu
chnh yu x l bt c xung t no.
Xung t thng xy ra v hiu nhm, hay
Khng nm vn . V vy phi nm c ct
li ca vn

Lu :
Coi chng ch bit triu chng m li khng
bit vn thc s gy ra xung t
Vn ny ln vi vn khc, lm bn ri.
Phi bit cch tm ra vn tht

Bc 3 - Ln k hoch hnh ng
Lu : Lun lun ngh vic ln k hoch ny l c gng gii quyt xung t
Cc giai on ln k hoch:
1. Xc nh ch n cho tnh hung.
Bit tht r mun t n iu g, khi no l n ch
Nh c th b ra ngoi nhng vn (issues), nhng hnh vi (behaviours) khng lin quan.
2. Ln danh sch cc vn (issues) lin quan, bao gm:
Nhng yu t nh hng n xung t
Thng tin v cc c nhn lin quan n xung t
Cc vn lin quan (relevant issues)
C th tm kim s c vn ca nhng ngi khc
Nu lm tt giai on ny, gii php c th xut hin hay t nht tm ra l trnh gip bn qun l xung t
3. Xc lp nhu cu ca cc ngi lin quan
Nhng ngi lin quan l ai?
o Ngi trc tip lin quan n xung t
o Ngi b nh hng bi kt qu gii quyt
o Ngi c nh hng n qu trnh gii quyt
Xc lp cc nhu cu, mong mun ca h bn t mnh vo trong hon cnh ny (nh li s thu cm)
C th bn t nhiu khng ng vi cc quan im ca h, nhng t nht cng gip bn suy ngh v
cch p ng nhu cu ca h cng nh ca bn
4. Xc lp cc phng n chnh tip cn vn
Rt tic khng c mt cng thc chung x l mi xung t
Vi mt k hoch hiu qu bn s thy t xut hin ra cc gii php khc nhau
5. Chn gii php thch hp nht
Gii php tt nht l gii php gip bn t c mc ch ca bn cng nh mc ch ca nhng
ngi khc
Tuy nhin phi c gii php phng h v khng phi mi th u din ra theo k hoch gip bn
khng b c ch v gii php trn khng p dng c
Bc 4 Truyn thng hiu qu

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 Gii quyt xung t thnh cng cn: c k

hoch tt, v truyn thng hiu qu
Phi bit chn ng lc v ng ni x l
Phi s dng bin php truyn thng hiu qu
trong nhng tnh hung xung t
Nhn c s ng ca ngi khc v vn
phi gii quyt, ngha l mi ngi ng l
c vn (xung t) nh vy.
Loi b nhng vn (issues) khng quan
trng, khng c lin quan cch lm r vn
phi gii quyt

Ch tp trung vo vn chnh m mi ngi

ng
Mi ngi phi lm sao cng mt tn s
Lm r cch ch n ca cc bn trong vic
gii quyt vn
Lm cho mi ngi cng i v mt hng
Nu i khc hng d gy cng thng
S dng cc k nng truyn thng ( hc) khi
tho lun cc vn
K nng lng nghe l rt quan trng
K nng tm tt ngi khc cng l cch
hm li s gin d
Mc ch cui cng l lm r vn

Bc 5 - Khp li vn mt cch hiu qu

Nhng yu t phi xem xt khi khp li vn
Tm tt li cc kt qu (outcomes)

Ghi li nhng kt qu ny ( ni ph hp)

Vic vit ra (write down) cc kt qu s gip
bn ln k hoch cho giai on tip theo hay khi
i n tha thun cho giai on tip theo
cn nh lo nhng g cn phi l
Vd 1: Chng ta n c im ny (tm tt li im ny), nhng chng ta cn phi xem hu qu. Vy
khi no chng ta s bn vn ny?
Vd 2: Bn thy bui tho lun ch lm cho xung t xu hn. Bn ni: Ti hiu ti sao bn gin trong
tnh hung ny, nhng ti khng ngh y l lc tt nht x l. Nu ngy mai 10 gi chng ta gp
nhau li c c khng?
Bc 6 Theo di cc kt qu
Khng t ngi c thi quen qun hay c tnh
Nu khng, sau ny cng ngy cng gia tng
qun khng thc hin tip nhng iu h tha
s hiu nhm
thun
Phn hi (feedback) l mt cch hiu qu
theo di kt qu. Th d v cch thu thp phn
L do chnh ca tnh trng ny l khng tho
hi
thun v nhng kt qu r rng (precise
T chc bui hp ti
outcomes)
Gi email hi
Phi to c s tha thun r rng ai (who)
in thoi trao i...
lm ci g (what), lm nh th no (how), khi
no (when).
Phn 3 - Cc phng php gii quyt xung t ti c quan (Organisational methods of resolution)
Cc phng php cp t chc (organisational), ngoi phng php gii quyt cp trn.
Quyt nh ca ban gim c: ban gim c dng thm quyn ca mnh ra lnh.
Thng lng trc tip: tho lun gia cc bn i ti tha thun.
Trung gian ha gii (mediation): mt ngi trung gian c c hai bn chp thun gip hai bn
thng lng mt gii php.
To iu kin d dng cho hai bn gii quyt (facilitation) thng qua mt ngi ngoi cuc ch ta
bui hp tho lun v tranh chp. Ngi ny khng nht thit phi trung lp (neutral) (facilitation = lm
cho d dng).
nh gi ca chuyn gia (expert evaluation): trong giai on u ca tranh chp mt chuyn gia trung
lp s a ra s b cc kt lun (nhng khng rng buc bn no), t dng lm c s hai bn
thng lng.
Trng ti c lp (independent arbitration): hai bn chn ra mt trng ti, ngi ny da vo cc
chng c s a ra gii php. Gii php ny cc bn phi tun th.
Ha gii (conciliation): ta n c ra mt ngui c lp a ra nhng gii php ti u cho tranh
chp. Cc bn c th theo hay khng theo ngh ny.

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 Tranh tng ti ta n (litigation): ta n s a ra phn quyt, cc bn phi tun th.

Bi 8 K NNG THUYT TRNH
NI DUNG
Nhng loi hnh thuyt trnh
Quy trnh TOPP trong thuyt trnh
Thu ht s ch ca khn gi
S dng cc cng c h tr hiu qu
PHN I: Nhng loi hnh thuyt trnh trong cng vic
Trnh by bo co khoa hc, kinh doanh
Hun luyn
Gii thiu sn phm mi cho nhm khch hng
Trnh by bo co ca nhm trong bui hp nhm
Trnh by n cho ban gim c
Khuyn mi cc sn phm v dch v ca cng ty bn
PHN II: Quy trnh TOPP (The Oral Presentation Process) trong thuyt trnh
Quy trnh TOPP (The Oral Presentation Process) bao gm 5 giai on:
Phn tch khn thnh gi
Xc nh ch v ni dung thuyt trnh
Phc tho bi thuyt trnh
Hon chnh bi thuyt trnh
Thuyt trnh th
Giai on 1: Phn tch khn thnh gi
Ni dung bi thuyt trnh phi xoay quanh ngi nghe nn cn xc nh khn thnh gi ca bn l ai
H mun nghe g khi n vi bui thuyt trnh ca bn
Ch cu hi: Vn ny c li ch g cho ti? cu hi ngi nghe t ra trong sut qu trnh nghe
bn ni
Nhng cu hi tm hiu v khn thnh gi
- Khn gi bao gm nhng ai? Tui tc, trnh , chuyn mn nghip v, a v x hi, ca h?
- H n nghe t nguyn hay b bt buc?
- Mc ch ca h khi ti nghe thuyt trnh?
- Mc hiu bit v quan tm ca h i vi ti thuyt trnh?
- H c li ch g khi nghe bn ni?
Giai on 2: Xc nh ch v ni dung thuyt trnh
Trc tin, chn mt ti ph hp vi th mnh, kin thc v kinh nghim ca bn. Khng nn nhn
li thuyt trnh v mt vn bn khng nm vng hoc tm quan trng ca n khng ngang tm vi bn
Sau , vn dng quy tc ABC xc nh chnh xc ch v ni dung thuyt trnh
Analyse Phn tch, so snh nhng tn ti c lin quan n ch cn thuyt trnh . Trn c s ,
la chn ti thch hp
Brainstorm: ng no suy ngh v ni dung cn thuyt trnh, nhng im cn nhn mnh v
ngun ti liu cn thit
qu trnh suy ngh t hiu qu cao, bn cn thu thp thng tin theo mt s cch sau:
Xem li cc nghin cu, n phm, kinh nghim
Tm kim thng tin trn internet
v kin thc ca bn thn
Choose la chn. Trn c s nhng s
Hc hi kinh nghim t nhng chuyn gia am
liu, ti liu c c, bn hy la chn nhng
hiu lnh vc bn s trnh by
thng tin tt nht, thch hp nht vi bi
thuyt trnh ca mnh.
Nghin cu cc n phm xut bn
La chn nhng ni dung, im nhn quan trng
Tm hiu thng tin t thc t
nht, cn c bit lu trong bi

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Giai on 3: Phc tho bi thuyt trnh

Lp cng bi thuyt trnh theo mt kt cu hp l nht.
Mt s kiu kt cu dng cho bi thuyt trnh:
Ch ci u tin.
Cch ny s dng ch ci u mi cu to ra mt t hay mt cm t c ngha v d nh nhm gip
ngi nghe tp trung theo di bi thuyt trnh.
VD: nguyn tc ABC, 5C trong truyn thng hiu qu
Theo th t tng hay gim dn.
Bn c th thuyt trnh t vn quan trng nht ti cc vn t quan trng hn hoc ngc li. Chn
cch no hiu qu hn cn ph thuc vo vn , i tng nghe v tm l ca h.
VD: Khi trnh by v ch Xy dng vn ha t chc mi cho mt cng ty, bn nn chn theo trnh
t tng dn, v y l vn t nh, c lin quan ti mi ngi. Bn nn bt u t khim khuyt nh nht
nhng d thy nht ca vn ha t chc hin hnh n khim khuyt nghim trng nht. Sau kt thc
bng nhng gii php c tnh thuyt phc cao
So snh v i chiu
Cch ny s pht huy tc dng tt khi bn cn lm r s ging nhau v khc nhau gia cc vn , s vt,
s vic. Thng thng, bn nn i t s ging nhau ti nhng s khc nhau.
Theo trnh t thi gian
Cch ny thch hp dng k 1 cu chuyn, gii thiu v lch s 1 dn tc, mt vng t hay s hnh
thnh pht trin 1 cng ty
VD: Dng kt cu ny trnh by ti thuyt trnh: Qu trnh tn ti v dit vong ca dn tc
Maya, H thng siu th Coopmart 11 nm hnh thnh v pht trin
Nguyn nhn v kt qu
Cch ny thch hp cho vic trnh by cc ti nghin cu khoa hc thuc nhm ngnh kinh t - x hi.
Bn s bt u t vic phn tch thc trng vn nghin cu, nh gi nhng im mnh/yu , tm
nguyn nhn v trn c s gii quyt nhng vn .
T tng qut ti c th
Theo cch ny bn c th bt u bng bc tranh tng th ca vn ri i vo chi tit tng kha cnh
c th. Phng php ny thch hp khi trnh by cc vn mi.
VD: Khi trnh by d n thit k trang web cho 1 cng ty, bn c th din gii trang web l nh th no,
sau i su, chi tit hn v li ch ca trang web i vi cng ty, i vi khch hng ca cng ty. Cui
cng l bn s thit k trang web nh th no
POP (Problem, Options, Proposal)
Theo cch ny bn s a ra vn v mt s gii php la chn. Sau , phn tch, so snh v i n la
chn mt trong cc gii php nu.
VD: Dng phng php POP trnh by ch Pht huy tinh thn t ch trong hc tp ca sinh
vin.
Vn v gii php
Theo phng php ny, bn a ra vn , phn tch, nh gi v xut gii php hon thin .
Phng php ny gn vi phng php Nguyn nhn v kt qu nhng phng php ny thin v khai
thc tnh logic cht ch trong lp lun ch khng i su vo quan h nhn qu.
Sp xp theo khng gian
Phng php ny thch hp vi cc ch c lin quan n khng gian rng ln.
VD: Trnh by ti Cc khu cng nghip Vit Nam trong iu kin mi, sau khi gii thiu tng quan
v cc khu CN Vit Nam, bn nn i su vo vo phn tch theo trnh t: cc c im ca KCN vng
kinh t trng im pha Bc, min Trung ri mi n pha Nam.
Giai on 4: Hon chnh bi thuyt trnh
Ging nh mt vn bn vit, bi thuyt trnh thng c 3 phn:
o Phn gii thiu
o Phn thn bi

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o Phn kt lun
a. Phn m u: c phn m u hay, bn nn ch ti cc yu t sau:
Gy n tng: k mt cu chuyn, c mt cu th, din mt tiu phm, chiu mt video clip, a ra
li n i hoc mt s kin lm khn gi ngc nhin Ch l khng nn gy n tng qu mc v
phi t c 2 mc ch:
To ra bu khng kh gn gi, lm cu ni lin h vi khn gi
Thu ht s tp trung, ch ca khn gi h lng nghe bn thuyt trnh
Hoan nghnh khn thnh gi v gii thiu v bn thn/nhm thuyt trnh. Bit c bn l ai v kinh
nghim, kin thc ca bn trong lnh vc s trnh by, khn gi s tin tng hn.
Gii thiu ti: tn ti, ngha, tm quan trng, mc ch bui thuyt trnh, phm vi thuyt trnh
v ti sao bn gii hn phm vi nh vy
Gii thiu dn bi thuyt trnh khn gi ch ng theo di
Tha thun c ch trnh by: Bn hy cho khn gi c bit: trong bui thuyt trnh c phn giao lu
vi khn gi khng? Nu c th vo thi im no? Cch khn gi nu cu hi cho bn
Chuyn : Ht phn m u nn c cu chuyn sang phn din thuyt chnh. Nn thay i ging
tng thm s sinh ng, hp dn ca bi ni
b. Phn thn bi. Thn bi nn c t 3 ti 5 vn chnh.
Nu bi thuyt trnh ngn th mi vn nn c trnh by thnh mt on vn. Bi thuyt trnh di
th mi c trnh by thnh mt on vn, mi vn gm nhiu .
Gia cc phn, cc vn cn c phn chuyn cu kt ni gia cc phn, cc vi nhau. Trong bi
thuyt trnh nn c nhiu cch chuyn khc nhau gip bi ni thm phn sinh ng.
V d: Trc ht, ti/chng ti xin gii thiu vi cc bn v (nu tn vn s trnh by).
Trn y, chng ti gii thiu v phn tip theo xin trnh by v
Trn c s nhng nh gi (nu tn phn), xin xut cc gii php
Ni tm li
Cui cng, chng ti i n kt lun
c. Phn kt lun. c c phn kt cho mt bi thuyt trnh hay, cn ch 3 yu t:
C ch chuyn sang phn kt: trnh cho khn gi khi ht hng, bt ng, bn nn m u phn kt
bng mt cu chuyn . Tip cm n khn thnh gi ch lng nghe, ngh h t cu hi. C th
ngh khn gi cho xin li bng hi nu pht trc . Tr li cc cu hi nu c th v thi gian.
Tm tt nhng ni dung ch yu ca bi thuyt trnh: Nu bt c nhng ni dung hoc mc ch
chnh ca bi thuyt trnh.
Cu kt. Bn cn bit cn c vo nhng bi cnh, i tng ngi nghe c th nu cu kt.
VD: Ti hi tho quan trng, i tng nghe l ngi ln tui th cu kt thch hp l Xin cm n.
Cn vi i tng l ngi tr tui (8x, 9x) th nn chn cu kt c o, tr trung hn
Tp trung tr li nhng cu hi:
- Liu khn gi c hiu c cc t ng (c bit l cc t chuyn mn, t mi) m bn s dng trong bi
thuyt trnh khng?
- Cc s liu minh ha cho bi ni ca bn c trnh by sinh ng cha?
- Nhng vn no cn a ln slide? Dng loi nn no, hnh nh g minh ha l thch hp nht?
- Lng trc nhng ch khn gi c th phn ng v cch phc p ca bn.
- Ch no nn nhn mnh, ni su thm?
Giai on 5: Thuyt trnh th
c k bn tho cui cng ca bi pht biu
Nm vng ni dung ca bi pht biu, c bit l cc chnh, ch yu
Nh k phn gii thiu. Bn s t tin hn vi phn m u tri chy
Hy sn sng nhng th gi (nu cn)
Tp dt thuyt trnh kt hp vi slide power point v th nh. C th nh ngi khc lm c ta
bn c cm gic tht hn khi tp dt.

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PHN III: THU HT S CH CA KHN THNH GI

S dng thut hng bin hoc php tu t.
Thut hng bin l ngh thut s dng ngn ng trau chut nhm gy n tng mnh m, to s thuyt
phc vi khn thnh gi. Aristotle l nh hng bin ni ting ca Hy Lp c i.
Sau y l mt s php hng bin thng dng:
Php so snh, v von
Php n d
Php cng iu/ngoa d dng khi mun nhn mnh, thi phng mt vn no . Mc ch nhm
gy n tng mnh cho ngi nghe ch khng phi l la di h
Cu hi tu t
S dng ngn ng c th
Trong thuyt trnh, ngn ng c th ng vai tr rt quan trng i vi s thnh cng ca din gi. thu
ht c khn thnh gi, cn lu cc yu t sau:
Tip xc bng mt vi khn thnh gi h thy c s quan tm ca bn. ng thi, thng qua vic
quan st bn c th c c phn ng ca khn thnh gi i vi nhng g bn ang ni c s iu
chnh sao cho ph hp
Biu l bng nt mt: hy mm ci. th hin s thn thin. ngi nghe thy bn rt t tin.
bn khng bi ri
Dng iu: ng thng, hi ng v pha khn gi mt cht, hai tay xui hoc mt tay cm micro v
bit c ng hai tay mt cch thch hp, hai bn chn cch nhau khong 30 cm
Trang phc: chnh t, lch s, c l i cn thn. Trang phc phi ph hp vi la tui, a v ca
ngi thuyt trnh v mc trang trng, quy m, tnh cht ca bui thuyt trnh
Cht lng ging ni
Tc : Khng nn ni qu chm hoc qu nhanh. Khi ni bng ting m nn ni 120 150 t/pht
v 100 t/pht khi ni bng ngn ng th hai
Si ni: s dng ging ni mt cch linh hot, lc cao lc trm, ni c trng tm, im nhn, lc
nhanh lc chm
Ging ni: to, r rng, lu lot. Nu khng c mt ging ni hay tri ph, hy luyn tp
Nhng iu cn trnh
ng im, mt ti nht, tay chn run lp cp => th hin s thiu t tin, mt bnh tnh
Tay trong ti qun, ti o => th hin s thiu nhit tnh, to khong cch
Hai tay sau lng hoc thu trc bng, ngi ung a lin tc => th hin s thiu t tin, t duy
khng mch lc, khng lm ch bi ni
Khng kim sot c hnh ng ca c th: u ci gm, mt nhn chm chm slide, vo mn hnh
hay bi vit, ng mt cch v thc: chn co chn dui, t vo bn
Nhn ln trn nh, tng, khng nhn khn gi, nhn trn, cau my

PHN IV: S DNG CC CNG C H TR HIU QU

S lng slide: 6 12 slide cho 10 pht thuyt trnh, 30 70 slide cho 1 gi
Hnh thc slide:
C ch: t 28 tr ln, ch dng cho ta ln hn
Mi slide nn c khong 5-8 dng (tr ta )
Trn mi slide s dng ti a 2 kiu ch
Trnh mi li chnh t v ng php
Chun b ni thuyt trnh
Kim tra cc dng c trc gi thuyt trnh

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 Lng trc cc trc trc v thit b c th c v cch khc phc

Nn trnh:
S dng nhiu hiu ng c bit gy s mt tp trung vi bi ni
Giao vic chiu slide cho ngi khc, nu cn phi tp dt trc

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