CHNG 6: NGHIEP VU VAN PHONG

Khi c phan cong to chc mot cuoc hop quan trong trong cong ty, ban se phai lam nhng cong viec g? Hay ap dung trong mot tnh huong cu the.

I.LEN KE HOACH TO CHC CUOC HOP:

I.1- Hoach nh cac cuoc hop bnh thng, khong nghi thc:
Cong tac chuan b:

- ang ky phong hop. - Thong bao cho nhng ngi tham d: muc ch, thi gian, a iem, ly do hop - Neu cuoc hop a c hoach nh san t trc th phai len lch sinh hoat hang tuan.

- Chuan b cac bao cao: tong hp, photo - Chuan b cac phng tien khac: phng tien nghe, nhn, nc giai khat phuc vu trong cuoc hop. - Chuan b cac cong viec ban than theo lch cua c quan.

 Dien tien cuoc hop:

- Phat tai lieu lien quan. - Khi chu toa san sang th cuoc hop bat au. - Khi bat au: Chanh van phong (Tky ieu hanh) m au, noi ly do va mi Chu toa. Trc o, can trao oi vi Chu toa va can hng dan thanh phan tham d tap trung vao van e chnh, thi gian phat bieu cua tng ngi.. e am bao cuoc hop c tien hanh ung thi gian.

- Th ky cuoc hop ghi bien ban ay u. - Chu toa la ngi tuyen bo ket thuc cuoc
Sau cuoc hop:

hop.

- Xem xet lai bien ban a ghi, oi chng lai

vi nhng noi dung d nh ban au.

- Soan tom tat bien ban cho cac cap quan tr. - Dch sang tieng Viet trong trng hp ngon ng

s dung trong cuoc hop la tieng Anh va ngc lai neu cap quan tr la ngi nc ngoai. - Dan ban Tom tat bien ban cho moi thanh vien trong to chc biet.

I.2- Hoach nh cac cuoc hop trang trong, theo nghi thc: Cong tac chuan b:

- Can phan biet tnh chat cac cuoc hop e co s chuan b phu hp. Thng cac cong ty ap dung cuoc hop trang trong theo nghi thc trong nhng trng hp sau ay: + Cac buoi ai hoi.

+ Cac buoi hoi thao. + Cac buoi le ra mat san pham mi + Cac quyet nh mang tnh phap ly cao ma cac thanh vien eu buoc phai chap hanh . - Khi o, cong tac chuan b thng phai ky hn nhng cuoc hop bnh thng.

- Can la chon ngay, thang - Chuan b tai lieu, ho s cuoc hop: c tnh bao nhieu
-

khach mi ( bao nhieu thanh vien tham d..) Soan thao lch trnh, len ke hoach. at phong trc. Lien he cac ni e sap xep dch vu an uong. c tnh thi gian phu hp e thong bao cho cac thanh vien chuan b.

Soan thao chng trnh buoi hop. Sap xep va phan phoi tai lieu. Kiem tra cac dung cu nghe, nhn D tru trc nhng tnh huong co the lam gian oan cuoc hop e co cac oi pho (V du: cup ien..

am bao thu tuc va trnh t buoi le theo ung nghi thc. Bo tr cac nhom tiep on khach, tang hoa, qua lu niem cho khach. Lap Ban to chc va van phong hoi ngh e cac khach mi co the lien lac. Ngoai ra, can lien lac vi gii truyen thong (neu can thiet).

Sap xep cac tien nghi i lai. Sap xep cho an cho nhng ai bieu xa. D tru khoan kinh ph cho hoi ngh.

Cong viec khi tien hanh hoi ngh: - Quan xuyen, ieu hanh moi cong viec phuc vu, ke ca nhng cong viec phat sinh. - Theo doi va bo tr cac nhom am hieu hng dan khach. - Can bo tr 1 ngi bam sat cac phong vien (neu co)

- Ghi bien ban: ay la ho s chnh thc cua cuoc hop. + Co the ghi bnh thng. + Ghi toc ky hoac ghi am. + Thong thng th ky khong phai ghi nguyen van cuoc hop, nhng can ghi nguyen van cac kien ngh, ieu khoan bo sung, cac ch th va giai phap.

Sau hoi ngh: - Soan thao lai bien ban: + oi vi cong ty Viet Nam: bien ban thng ghi tai cho. + oi vi cong ty nc ngoai: bien ban can phai c bien soan lai v co khi th ky phai ghi toc ky, hoac ghi bang cassette hoac ghi chep khong u.

Khi viet lai bien ban, can ghi trung thc, khach quan. Khong c ghi y kien rieng hoac viet theo cach giai thch cua mnh. Trng hp viet bien ban tieng Anh can s dung th qua kh ro rang. Ngoai viec ghi lai bien ban, can thc hien 1 so cong viec khac, nh: viet th cam n cac khan gia; lap ho s hoi ngh hoan chnh.

Thong qua bien ban, can sao gi en cho cac ni co lien quan. Theo doi viec thc hien cac quyet nh, chuan b cac thong tin cho cuoc hop sau. Quyet toan cac chi ph. Rut kinh nghiem to chc cho lan sau.

II.LEN KE HOACHSAP XEP CAC CHUYEN I CONG TAC:

II.1- Phng thc to chc chuyen i cong tac:
Chuyen i nh 1 cong ty du lch to chc:

- Thng cac cong ty du lch se cung cap thong tin, bo tr xe a on hoac i theo suot tuyen, giup thanh toan cac chi tieu cua khach, oi tien a phng, cung cap nhng chuyen hanh trnh thu v - Hng dan thc hien cac thu tuc giay t can thiet.

 * Nhng yeu cau khi lien he vi cong ty du lch:

- Gii thieu cac khach san ni en. - Cung cap nhng thong tin cua ni sap en. - Cho biet cac loai chi ph cua hanh trnh (co tnh en cac yeu cau rieng cua ngi i), ke ca nhng chi ph phat sinh hoac thay oi so vi hanh trnh a thoa thuan.

Chuyen i t cong ty to chc: * Lam viec vi bo phan chuyen lo to chc cac chuyen i (thng la phong hanh chnh cua cong ty): lay thong tin. Xem xet cac van e s bo: phng tien giao thong, thi gian bieu, cac ni se en, lam viec, tham quan.. Xem xet gia ca, phng tien, hanh ly

 II.2- Cac bc chuan b cho 1 chuyen i cong tac:

Phac thao chuyen i: muc ch chuyen i, ni en, thi gian

i, thi gian en, iem khi hanh, cac iem dng, phng tien giao thong thuan li ( cap tren a thch nhat), tien nghi a thch, ieu kien i lai trong thi gian i cong tac, so ngi i theo cung

 -.Lap ho s chuyen i: ho s bao gom: nhat ky

hanh trnh ( nhng ni ma cap quan tr muon tham vieng, nhng ngi can tiep xuc.. kem theo a ch va so ien thoai cua ho.. cung vi nhng thong tin khac ve nhng ngi o

Ho s chuyen i con bao gom: nhng thong tin ve khach san ( giay ang ky trc va xac nhan ang ky); bang chng trnh hen gap va lam viec cung vi ban xac nhan); Cac an pham, tai lieu, hp ong va nhng dung cu khac nh: may ghi am va may tnh.. D tnh cac tnh huong co the xay ra e chuan b cho cap tren chu ao.

Chuan b cac trang phuc phu hp. Ghi chep va bao vi cap quan tr nhng phong tuc tap quan, nhng ngay ngh le khac ni sap en..

 Lap danh sach nhng th can mang theo e cap

tren kiem tra lai. D toan chi ph cho chuyen i (d tru nhng tnh huong x the: trong trng hp cap quan tr phai tra tien.. hoac nhng tnh huong ot bien khac..)

+ Giay gii thieu cua cac oi tac + Can chuan b 1 ho s khac cha nhng cong cu, bieu mau ma cap quan tr can mang theo, nh: bao th, tem, so ghi a ch, danh thiep, lch cac chuyen bay, lch tau hoa, kep giay, day thun, but mc, but ch, ni lien he trong trng hp khan cap Tat ca nhng ho s tren can phan loai han hoi va lap thanh muc e lanh ao de truy tm

 * oi chieu vi chnh sach cua c quan:

Trc khi sap xep chuyen i, can tham khao chnh sach cua c quan. Chnh sach nay lien quan en ngi co tham quyen cho phep i cong tac, xem cac thu tuc c tien hanh ra sao, cac quy nh lien quan en viec hoan lai cong tac ph hoac quy nh tam ng cong tac ph cac chnh sach lien quan en dch vu an

 * Nhng th can at va chuan b trc: - Phng tien giao thong: ngay gicua chuyen bay - Khach san. - Cac thu tuc, giay t: neu i cong tac trong nc

can chuan b nhng giay t tuy than yeu cau, nh: CMND, ve may bay.. Neu i nc ngoai can chuan b ay u visa, passport. Can can nhac khoan thi gian e lam cac loai giay t nay.

- Mau lch trnh chuyen i thay oi tuy theo tng cong ty.

Soan thao lch trnh chuyen i:

Song, no van am bao ay u cac thong tin sau: ngay thang, a iem, gi giac va ke hoach lam viec tai moi iem cung vi cac ke hoach khac cua chuyen i. - Co the phan thanh 2 loai lch trnh: 1 loai danh cho phan di chuyen va 1 loai danh cho cac cuoc hen.

 - Sau khi anh may xong, can a ban chnh cho

ngi i cong tac va ban sao cho gia nh ngi i cong tac (neu co yeu cau), 1 ban cho th ky, 1 ban cho ngi am nhan cong viec cong ty, 1 ban cho cap tren cua ngi i cong tac.

 * Len ke hoach am nhan thay the ngi i cong tac :

- Can chon ngi uy quyen, uy nhiem hoac thay the. - Lap ro cong van quy nh ngi thay the t th gian nao en thi gian nao, pham vi can thiep en au - Tien hanh ban giao gia ngi i cong tac va ngi thay the..

ieu chnh cac cuoc hop quan trong, cac sinh hoat b anh hng bi ngi i cong tac. Trong trng hp ngi i cong tac phai mang nhieu tai lieu th ngi thay the phai lam thu tuc chuyen tai cac tai lieu o i trc

 * Kiem tra lan cuoi trc chuyen i:

Lap danh sach nhng th can kiem tra. Tuy theo tnh chat cua chuyen cong tac, cac th

can kiem tra se khac nhau. THAM KHAO T.372

 * An toan cho chuyen i:

- e chuyen i c an toan ma van am bao ay u nhng th can thiet, chung ta khong nen mang qua nhieu tien mat, Thay v mang theo nhieu tien mat, chung ta co the thay the bang cac s dung ngan phieu, nhng khoan co the thanh toan trc nen thc hien.

 - Ve hanh ly: khong nen gay s chu y cho ngi

khac, ng s dung nhng vat at tien. - Tranh pho bay nhng vat, nh: v, o trang sc at tien.. ac biet nhng ni thanh vang, nhng luc len xuong xe nen can than, chon khach san khu vc an ninh cho ngi c tru..

 - Hay photo nhng tai lieu quan trong trc khi mang

i e e phong mat cap. - Trong trng hp mat cap phai khai bao ngay vi canh sat. - ac biet, trc khi i can chuan b ay u cac bao hiem. - Chon phng tien i lai an toan.

 III.GIAO TIEP TRONG VAN PHONG:

III.1- Nhng van e c ban ve giao tiep: Khai niem:

+ goc o to chc: giao tiep la toan bo cac hoat ong, cong cu ma to chc o s dung e truyen i cac thong tin va hnh anh cua to chc.

+ goc o cua ca nhan: giao tiep la nhng hanh ong, c ch, thai o, tam trang ma ngi o s dung hoac the hien ra e truyen at nhng thong iep mong i en ngi khac.

 - Cac hnh thc giao tiep:

+ Giao tiep qua ngon ng. + Giao tiep phi ngon ng: c ch, thai o, ng ieu, dang ve.. + Giao tiep bang hnh anh, bieu tng, mau sac.. + Giao tiep qua am thanh, anh sang, mui v

 III.2- Giao tiep trong c quan:

Xa giao trong van phong:

+ Chao hoi hang ngay vi nhng ngi trong c quan. + Goi ten theo tap quan, van hoa trong c quan.

+ Giup ngi mi en: gii thieu nhng thanh vien trong c quan, hng dan nhng noi quy cua cong ty... + Song, neu ban la thanh vien mi th ng nen ch trch mot ngi nao o qua sm va khong nen to ra thai o qua t nhien hoac qua rut re..

- Vi ngi ch huy trc tiep: + Can bao cao tnh hnh cong viec e ngi ch huy de dang quan ly va sap xep cong viec. + Kheo leo tranh thu y kien cua ngi ch huy trc tiep (VD: nen bao cao vi cap tren na the nao..)

- Nen trao oi vi ngi ch huy trc tiep trc khi bao cao vi cap ch huy cao hn. - Co gang khong e hieu lam xay ra gia cac thanh vien trong c quan.

- Khong nen ban tan ve mot van e rieng t nao o (gia nh, tnh cach, moi quan he) cua ngi th 3 khi khong co mat ngi o va cang khong nen neu ngi o la thu trng cua mnh.

- Luon to ra quan tam va giup moi ngi trong c quan. - Tao mot thai o vui ve, ci m vi nhng ngi xung quanh va luon hang say, nhiet tnh vi cong viec..

III.3- Giao tiep vi khach hang: - ien thoai va tiep khach la 2 phng tien giao tiep va trao oi thong tin hang au. Qua o no the hien net van hoa va tnh cach cua ngi giao tiep.

* Mot so nguyen tac khi giao tiep bang ien thoai: - Luon to ra quan tam oi vi khach hang. - To ra sot sang vi cong viec. - ng cat ngang (ngat quang) cuoc am thoai. - Noi ro rang, lch s, le phep. - Can mm ci (ci khe) vao nhng luc can thiet trong cuoc am thoai.

 - Tiet kiem chi ph va thi gian khi tiep ien thoai.

- Noi va phai va cang khong nen ln giong trong cac cuoc am thoai e tranh anh hng en bau khong kh lam viec chung quanh. - Can kheo leo tra li trong nhng tnh huong ac biet e khong lam phien long khach hang va cung khong lam anh hng en cong ty.

- Khi khach goi en: + Nhac may ngay, khong e khach i qua 3 hoi chuong. + Chao khach hang.

* Nghe thuat giao tiep bang ien thoai:

 + Xng ten cong ty.

+ Hay noi vi khach hang la ban san sang giup

ho. + Chuyen cuoc goi (chuyen yeu cau cua ho) en bo phan chc nang, nhng khong quen yeu cau ho vui long i may.

 + Neu ban phai la ngi trc tiep x ly cong viec

th can giai thch ro rang, kheo leo. + Khong c to thai o bat ng khi nhan ien va cang khong to thai o bc mnh, mat bnh tnh, khi tiep xuc bang ien thoai. + Can to thai o an can niem n va nhiet tnh giai quyet nhng bc xuc cua khach.

 + Chuan b ay u dung cu: giay, viet e ghi lai

li nhan hoac yeu cau cua ho, ghi ca luon quy danh cua ngi nhan. + X ly kp thi yeu cau cua khach. + Ket thuc mot cuoc ien am can noi li cam n khach a goi en.

 - Goi ien thoai i:

+ Chuan b chnh xac so can goi e tranh goi

nham. + Can biet ro ho ten, chc vu, bo phan lam viec cua ngi can gap.

 + Xac nh ro nhng thong tin can trao oi.

+ Chuan b trc noi dung d nh se trao oi. + Sap xep th t cac cuoc goi. + La chon thi iem goi thch hp. + D tnh trc nhng tnh huong co the xay ra e

co nhng ng pho phu hp

1/ Hay cho biet tien trnh ieu tra cong viec. 2/ Hay cho biet qua trnh kiem soat chat lng cong viec trong 1 cong ty. 3/ Lam the nao e ban nam c tnh hnh tai chnh cua cong ty? 4/ Ban se phai sap xep cong viec van phong nh the nao?

Neu ban la Giam oc, lam cach nao e ban biet c cong viec cua nhan vien mnh:

CAU HOI THAO LUAN