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 .
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:
1. Sender: Ngi gi thng ip
2. Message: Thng ip
3. Channel: Knh truyn thng ip
4. Receiver: Ngi nhn thng ip
5. Feedback: Nhng phn hi
6. 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 CHNH
Knh 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 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

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 lng cho anh
Ti 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 ng
Thng thn hay quanh co
Thnh 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 TIP

Cc yu t phi ngn ng: s khc bit v nhn thc, thiu
s ch , thiu kin thc nn tng, cm xc, c tnh, din
mo, thnh kin, khng lng nghe,
Cc yu t ngn ng: cch pht m, t ng,

1. S khc bit v vn ho trong giao tip

Cc khc bit phi ngn ng

Tn v cch xng h

Phong tc, tc l

Trang phc
Thi gian

Thi i vi s mu thun
Vai tr ca gii tnh trong x hi

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 bit

Nhn thc c hnh vi giao tip ca mnh b chi phi bi vn ha v

khng phi lun lun ng

Linh ng v sn sng thay i

Nhy cm i vi cc hnh vi giao tip ngn ng v phi ngn ng

Nhn thc c gi tr, nim tin v thng l ca cc nn vn ha khc

Nhy cm vi 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 nghe
Lng nghe kin ca ngi khc, iu ny gip chng ta
ci thin dch v ca chng ta trong tng lai.
Mi ngi thng c n tng khng tt vi nhng ai ch
bit gii quyt cc li phn nn m khng thc s lng
nghe nhng g h ni.
Khi bn thc s lng nghe khch hng, mt cm gic thoi
mi, d chu s xut hin trong lng mi khch hng- bi v
s lng nghe chn thnh l kh him hoi, thm ch ngay c
khi bn nh v gia nhng ngi thn.

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 hng
Xng tn c nhn l mt trong nhng m thanh ngt ngo
nht m khch hng mun c nghe t bn.
Vic xng h bng tn ring trong cuc ni chuyn vi
khch hng s cho thy bn nhn nhn h vi t cch mt
c nhn ni ring ch khng phi i tng khch hng
chung chung, qua th hin s tn trng ca bn vi
khch hng.
Hy dng tn ring ca h khi bn ni li cho hi, cm
n, tm bit.. lm cho bu khng kh tr nn nh
nhng, thn thin hn.

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 hng

Chng ta c th gip khch ci g ch khng phi ng
mun g.
Lun ci ni tht tm ch khng n khch bng thi
lnh nht.
Gii p y thc mc, khiu ni ca h ch khng phi
lm l.
Hy lun lun phi gi th din cho khch hng.
Khng phn bit i x vi khch hng.

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 im
Khng nn gi chiu no che chiu y m cn phi hc cch
ni li ca chnh mnh.
Sp lun trng dng v qu nhng nhn vin c u c, c
suy ngh ring. Nu nh bn l ngi m ngi khc ni g
th mnh ni y th bn d b mi ngi qun mt s tn ti
ca bn v a v ca bn trong c quan cng chng cao c
g. C u c th d chc v ca bn trong c quan nh th
no, bn cng cn phi bit ni ln ting ni ca mnh, nn
dng cm ni ln cch suy ngh ca ring mnh.

9. ng thch tranh bin

C g th bnh tnh ni, trnh bin cuc ni chuyn thnh
cuc thi hng bin
Bn cn sng ha bnh, gn gi vi mi ngi trong c
quan, ni nng phi nh nhng, nht l phi c trn di r
rng, khng c ni theo kiu ra lnh. Tuy l i khi kin
ca mi ngi khc nhau, bn c kin th vn c th bo
lu c, nu khng vi phm nguyn tc th khng nht thit
phi bo v sng cn. Nu nh bn ch thch ni v bt mi
ngi nghe th e rng ng nghip s dn ri xa bn

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 ni

Hy nh rng nhng g ngi khc ni v nhng g chng ta nghe c

th hon ton khc nhau! mi s cht lc, gi nh, ph phn cng
nh tin tng mang mu sc c nhn ca chng ta c th s bp mo
nhng g chng ta nghe c.

Bn nn gi li hoc tng hp li nhng g ngi khc ni chc

chn mnh ang hiu c vn . Hy nhc li nhng g bn cho
rng mnh ang nghe c v hi Ti c hiu ng bn khng nh?
Nu bn thy mnh b ng chm bi nhng g ngi khc va ni th
hy ni nh vy, sau hy hi thm hiu r vn : C th ti
khng hiu ng bn v cm thy b xc phm bi iu bn va
ni. Ti cho rng nhng g bn va ni c ngha l XXX; c ng
bn l nh vy khng?

12. Khuyn ngi khc

ng a ra li khuyn tr phi ngi ta hi bn. iu ny
c th s rt kh thc hin, nht l khi chng ta thy r
rng tng ca mnh s c li cho ngi .
Thay v ni Bn nn lm th ny, bn nn s dng mt
s cch ni khc th hin r s tn trng ca mnh, v d
nh mt cch kh kh thi l.. hoc c mt cch
gip ti trong trng hp tng t nh th ny l X. Nu
bn ngh n s gip ch c cho bn th ti rt vui lng
chia s vi bn iu

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