Ch 1: Nguyn tc giao tip c bn

Ch 2: Xy dng mi quan h tt
Ch 3: Giao tip vi khch
Ch 4: Giao tip a vn ha
Ch 5: X l phn nn

Nguyn tc giao tip c bn

Giao tip
Giao tip l cch bn kt ni vi mi ngi xung quanh thng qua : cch ng
x, cch n mc, li ni.
Giao tip cng l cch bn th hin c tnh, con ngi ca mnh ra bn ngoi.
Giao tip cng l cch bn hon thnh cng vic ca mnh thng qua ngi
khc.
Mt vi s tht v Giao tip
1. a phn cc rc ri v trc trc thng gp trong cuc sng u c nguyn
nhn l do giao tip km.
2. a phn cc ngi giu c nht th gii v Vit Nam u nh nhng mi quan
h m h c c t s giao tip
3. a phn nhng ngi giu nht th gii u lm trong ngnh Giao tip
4. a phn nhng th qu gi v tt p nht cuc sng ca bn u phi xy
dng bng Giao tip: Tnh thn gia nh, Tnh bn, Tnh yu.
Hc Giao tip
Hc Giao Tip l phi hc nhng nguyn tc ng x c bn, nhng cch thc
hnh ng, n ni, hc cch lng nghe, tn trng ngi khc.
Hc Giao Tip cn l hc cch th hin c tnh, con ngi bn trong ca mnh
mt cch n gin, d chp nhn v khng gy kh chu cho ngi khc.
Hc Giao tip cn l vic rn luyn lin tc cc cch thc lm hi lng ngi
khc m khng lm mt i nhng quyn li ca bn thn.
 Hc Giao tip cn l vic hc cch kim sot bn thn mnh khng gy
phin h hoc tn thng cho ngi khc.
Giao tip C Bn
1. Trong giao tip, bn phi lun gi bn thn mnh sch s v khng c mi kh
chu. Hai b phn cn ch nht l bn tay v ming. Tay phi sch v ming
khng hi. l l do bn nn c nc ra tay v bnh xt thm ming thng
xuyn trong gi sch.
2. Bn khng bc bc n gn ngi khc m khng bo trc bng nh mt,
tay hay li ni. Khng bc vo phm vi an ton ca ngi khc (c ly 1
bc chn) nu khng phi bn b thn thit. Cm k chm vo c th ngi
khc khi cha c s ng ca ngi khc. Nhng hnh vi nh v vai, xoa
u, nh vo lng ch c th c thc hin khi c hai u cng nhn
nhau l bn b thn thit.
3. Bn buc phi ni li Xin li khi
A. Bn buc ngi khc phi lm mt hnh ng khng mong mun hay khng
tnh ton trc. ( v d: trnh ng cho bn, tr li cu hi ca bn, ly gim
bn ci g )
B. Bn chn ngang tm nhn hay cn ng di chuyn ca ngi khc.
C. Bn lm phin, gy nh hng v lm mt thi gian ca ngi khc bng
nhng hnh ng ca mnh.
Lu : Khng phi bn c li th mi xin li. Xin li l hnh vi vn minh
chng t bn bit hnh ng ca mnh gy ra iu khng mong i cho ngi
khc. Trng hp bn tht s c li, th khi li xin li buc phi i km
hnh ng khc phc hu qu, li ha khng ti phm v c li xin li
phi cs chp nhn ca ngi c xin li.
4. Bn buc phi ni li Cm n khi ngi khc lm bt c iu g cho
bn, bt k c phi l nhim v ca h hay khng. Ngay c khi h lm iu
v li ch ca h, bn vn phi cm n v rt cuc, n vn em li li ch
cho bn.
Vit Nam, bn b thn thit hay ngi trong gia nh t khi cm n nhau,
nhng trong cc trng hp ny, bn cng cn phi ni li cm n, v n th
 hin s bit n ca bn. S bit n ng vai tr rt quan trng trong vic xy
dng mt tm hn bnh yn v mt nhn cch tt.
5. Trong cc tnh hung thng thng, bn nn lu gi khong cch vi
ngi xung quanh. Khng ng qu gn h tr bn b thn thit. Nu phi
tin li gn ai nh bc vo thang my, xp hng, bn nn xin li trc.
C ly giao tip ng vai tr rt quan trng trong giao tip. Nu l khch hng
hoc mi quan h x giao, bn nn cch h tm 2 cnh tay, tc l bn phi to
cho h mt khng gian di chuyn v hot ng thoi mi.
Mt s trng hp khc s i hi nhng c ly khc nhau tuy nhin u c
im chung l phi to khong khng thoi mi nht cho ngi khc thc thi
cc hot ng ca h/
Ch 2 : Mi quan h tt l g?
Mi quan h tt gia
+ Hng dn vin v khch du lch.
+ Ch nh v Khch du lch..
Ti sao vic xy dng mi quan h tt li quan trng?
1. Mi trng thn thin
2. Thc y tri nghim vn ha
3. Xc nh cc nhu cu ca khch d hn
4. Nhiu c hi hn
5. Lm qu trnh x l phn nn d dng hn
Lm th no xy dng mi quan h tt vi khch?
1. Hy thn thin
2. Xc nh khch cn v mun g
3. Chia x cc cu chuyn hay, thng tin th v
4. Thng bo cho khch cc dch v
5. Lun ti ci v ngh gip khch
6. X l phn nn nhanh chng v trit
 Nhng iu nn lm khi xy dng quan h
1. n mc p
2. Ti ci
3. Cho v bt tay chn thnh
4. Nn nhn khch khi tr chuyn
5. Xng h tn ring
6. Ni to nghe
7. Nh tn v mt
8. Nghe chm ch v din gii cc cu hi hay i hi ca khch
9. T tin
Nhng iu khng nn lm khi xy dng mi quan h
- Ni nh qu
- T ra qu thc dng
- (v d bn hng)
- T ra xin x
- Pht l khch
- Th l vi khch
- Mt t tin
Ch 3: Giao tip vi khch du lch
Ti sao vic giao tip li quan trng?
1. Hiu nhau
2. Mi cho/ bn cc dch v cho khch
3. Trnh cc phin h
4. To mi trng tt p
5. p ng nhu cu thng tin ca khch.
Nhng cch giao tip thng dng
1. Ngn ng c th
2. Hnh nh
3. Ni
4. Vit
Nhng cn tr trong giao tip
1. Phong cch v tnh cch ca bn
2. Thiu chun b, trnh by ti
3. Thiu r rng
4. Ngi nghe khng sn sng nhn thng tin
 5. Qu nhiu thng tin
6. Yu t sao nhng, v d ting n
Cch vt qua cc ro cn
1. Ro cn vt l: luyn dng cch giao tip trc tip thng xuyn hn
2. Ro cn v nhn thc: tha nhn chng ta c nhng gi tr khc nhau
3. Ro cn v cm xc: xy dng lng tin
4. Ro cn v vn ha: tha nhn chng ta theo nhiu nn vn ha
5. Ro cn v ngn ng: dng ngn ng c th, c ch.
Ch 4: Chu v Chu u
Chu u: nhn vo mt nhau = ci m, thnh tht
Trung ng: Thn thin nhng cn tn trng s ring t. ng ng chm
vo nhau khi giao tip.
Chu : nhn lu vo mt nhau = du hiu th l
Nu khch lm iu g khin bn b tn thng ...
1. Ni trc cho khch bit v nn vn ha bn a v thng l
2. Nu khch lm g l k, hy nhc nh vi h quan im ca bn
3. Hy rng lng v ng ni cu
4. Ngn chn khng ti din
Nu bn lm iu g khin khch b tn thng ...
1. Tho lun vi khch v vn ny
2. Gii thch v vn ha ca bn v xin li khch
3. Khng ti din
Ch 5: X l phn nn
Ti sao khch phn nn?
1. Cung cp sai thng tin
2. Dch v km
3. Khng hi lng v tour
4. B p gi
Khch cn g khi phn nn?
1. Nhu cu c nhn:
2. c ngi khc nghe
3. Hiu h
4. Tn trng h
Nhu cu lin quan n li phn nn:
1. Gii quyt c vn
2. C c ci h b t chi
3. C hnh ng gii quyt vn
X l phn theo phng php HEAT
1. Hear ( Nghe)
2. Empathize (Thng cm)
3. Apologize(xin li)
4. Take action (gii quyt)