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QUYET DINH
Ban hanh Khung Hang Ityc chung CB-CNV VNPT
Can dr Quyk dinh so 955/QD-TTg ngdy 24/6/2010 dm Thu tuong Chinh phu
ye \flee chuyen COng ty me - Tap doan Buu chinh Vien thong Viet Nam thanh Cong
ty TNI-11-1 mot thanh \Tien do Nha nu& lam chn si hiru;
C5n cir Quyet dinh so 180/QD-TTg ngay 28/01/2011 dm Thu tuOng Chinh
phu phe duyet Dieu Fe to chirc \fa hog cling cna Tap doan Buu chinh Vin thong
Viet Nam;
Xet de nghi cua Truing Ban Khoa hoc cong nghe ya Dao tao,
QUYET DINH:
Dieu 1. Ban hanh kem theo Quyet dinh nay Khung nang 1uc chung can bO -
cong nhan vien VNPT.
Dieu 2. Khung nang luc chung dugc sir dung lam ca s& cue cac don vi xay
dung chuang trinh, ke hoach ciao tao not bO Va can bO-cong nhan yien trong toan
Tap doan chi]. &Ong xac dinh muc tieu hoc tap phat trien nang
Dieu 3. Ban Khoa hoc cong nghe & Dao tao có tra.ch nhiem huong an cac
don vi trien khai tang dung hieu qua khung nang Arc chung.
Dieu 4. Chanh Van phong Tap doan; Truing cac Ban chirc nang, Giam do'c
cac don vi thanh vien VNPT chiu trach nhiem thi hanh Quyet dinh nay./.
Khung 'fang hfc chung can b() - cong nhan vien VNPT
(Ban hanh kem theo Quyk clinh so.-.434'f /QD-VNPT-KHCN&DT
ngay .24 thong 40 nom 2013 cita Tap clown )
Danh cho can bei liinh ciao (tir cap Id, c of tro len)
1. Lay khach hang lam trung tam
9. Phan quyen
1. Xay dung rn6i quan he ding viec tot (Tinh than d6ng d(ii/COng tac)
2. Thich irng
4. Sang two
2/
Nang ltre 2: Xfiy cluing tad quan hle Milt tic
Dinh nghia:
Xac dinh ca hOi va hanh dOng de xay dung mot quan he chten luoc giita linh vuc
cua ca nhan vai nhang linh virc, nhom, phong ban, don vi hoac to chirc cua nhitng
ngtrOi khac de gifip dat dugc mix tieu ding viec.
Nhang hanh dOng chinh
• Xac dinh nhu cau hop tac — phan tich t6 chile va linh vuc dm ban than de" xac
dinh nhamg m6i quan he chinh can dirge khoi tao hoac cai thien de tittle day
qua trinh dat dugc mix tieu kinh doanh cua chinh minh
• Kham pha cac ca hOi de thik lap quan he di tac — Trao d6i th6ng tin voi
nhirng linh vgc cita d6i tac tiem nang de lam r6 lgi ich va flitting van de có th'6'
cua m6i quan he d6i tac; Ong tac d xac dinh pham vi va nhfing kS7 vong cua
m6i quan he d6i tac sao cho dap img dugc nhu au dm ca hai ben.
• Xay dung ke hoach hanh &Ong — C6ng tac de xac dinh chtrang trinh hanh dOng
de dat tai tulle tieu chung; tit& day thoa thuan ve trach nhiem va. su 116 trg can
thik cua moi ben d6i tac.
• lfu tien muc tieu chung — mirc tru tien cho cac muc tieu tap the cao hcm so
vai cac muc tieu ca nhan; du bao hieu irng cua nhfing hanh dOng va quyk dinh
trong link vgc cua minh tai doi tic; keu goi nhcmg ngtrei khac ho trg cac muc
tieu hop tac.
• Giam sat moi quan he doi tac — ap dung nhfing bien phap hieu qua de giam sat
va danh gia qua trinh hop tac va viec dat cac muc tieu chung.
3
Nang Inv 3: L'Op ke ho#ch va to chtic thtrc hien cong viec
Dinh nghia:
Lap Ice hoach hanh dOng cho ban than va nhang nguOi khac de bao dam ding viec
&roc thuc hien có lieu qua.
Nhfing hanh d Ong
' chinh
• Phan cap uu tien — xac dinh nhang hoat dOng va nhiem vu quan trong va it quan
trong; dieu chinh phan cap uu tien khi can.
• Xac dinh tac vu va ngu'On luc — xac dinh yeu cau dm du an/nhiem vu bang each chia
nh6 chimg thanh nhang tac vu; xac dinh nhung thiet bi, vat to va nhan luc can thiet;
dieu ph6i voi cac d6i tac nOi b0 va ben ngoai.
• Lap thed gian Neu - an dinh then gian thich hop de hoan thanh ding viec oh ban than
va cua ngoai khac; tranh xung dOt th6i gian; da't ra m6c then gian va then Neu.
• Phat huy ngu6n luc — tan dung nhItng ngu6n luc san co (ca nhan, quy trinh, phong
a
ban va cac ding cu) hoan thanh cong viec có hieu qua.
• Tap trung — sir dung thai gian co hieu qua va ngan than nhung van de khong lien
quan hay sg sao nhang khong cho anh huOng tOi that hien cong viec.
5
5/
Nang ltre 5: Lanh dao chuy6n doi/ Thtic clay thay cai
Dinh ngh7a:
Khuyen khich ngu6i khac tim kiem co hoi cho nhung each tiep can khac biet va
sang tao de giai guy& nhung van de va co hOi; thirc day viec irng dung va chap nhan
thay doi o not lam viec
Nhang hanh gong chinh
• Khuyen khich pha b6 nhung throng bien giai: khuyen khich nhan vien dat cau h6i ve
nhising gia dinh ve quy trinh cong viec do thiet lap; thach thirc nhan vien dat cau hoi
"tai sao" cho tai khi nguyen nhan chinh cila van a dirge phat hien, gan nhimg ben
lien quan vai nhung hanh dOng va lixa chon to cai thien.
• Danh gia cao nhtmg each tiep can hay: thuong xuyen cai mo voi nhung T tuang do
ngueri khac dua ra; h6 try va sir dung nhimg T Wong tot to giai quyet van to hoc
kh6 khan.
• Khen thirang su thay nhan ra va khen thuang nhitng nhan vien co nhung thay
d6i him ich.
• Giai guy& su chong doi thay d6i: Giffp dor cac ca nhan virgt qua su cheng doi voi
thay d6i, the hien su tong cam veri nhung nguori cam thay mat mat khi c6 thay doi.
• Quin VT su phirc tap vi mau than: ce gang giam thieu su phirc tap, mau thuan va
nghich lT hoac giam anh huang cua chung; lam ro dinh huang va giam anh huong
dm qua trinh thay doi.
63/
Nang lire 6: Ra quye't dinh chitin hive
Dinh nghia:
Thu thap thong tin va xac dinh nhitng van de va moci quan he chit ch6t lien quan tai
viec dat dugc mvc tieu hay tam 'thin dai han; cam ket vai mot ke hoach hanh Ong
a cut tam nhin hoac mvc tieu dai han sau khi plat trien nhung hra chon tren co so
nhung gia dinh logic, sit kien, ngu6n lire sin c6, kilo khan A gia tri t6 chirc.
85,
Nang lift 7: Lanh cl#o nhom lam viec thanh ding
Dinh nghia:
Sir dung nhimg phuong phap thich hop va mot phong cach giao -dap linh hog de
xay dung va lanh dao mOt nhom lam viec gan ket; day nhanh qua trinh dat dugc
nhimg muc tieu cho ca nhom
Nang hanh d'Ong chinh
• Phat tri6n dinh huOng: Bao dam cho muc tieu va tam quan trong cua nh6m dugc lam
ro (vi du nh6m co dieu le va tuyen 136 sir m'enh rO rang); dinh huang rO rang nth:mg
muc tieu va muc dich cu the va c6 the do luting dugc.
• Phat trien cdu Giiip lam rO nhiing vai tre va trach nhiem cua cac thanh vien
trong nhOm; giup bao dam c6 dugc nhtrng chircc nang chi dao, ra soat hoac 1143 trg
trong nhom.
• Th.& day viec dat tad muc tieu: Dua ra nhimg khuyen nghi ve quy trinh va thu tic de
dat den muc tieu cua nhOm hoac thud thi cac third nang nhom; cung cap tai nguyen
can thiet de ga b6 nhung tit; ngai tren throng tai thanh ding cua nh6m.
• Gan ket moi ngir6i: Lang nghe va gan ket thanh vien vao hoat d6ng va guy& dinh
cua nh6m; danh gia cao va sir dung dugc sir khac biet va tai nang ca nhan.
• Chia se thong tin: chia se thong tin lien quan vai nhOm
• Neu guong cam kat: Tuan thu theo not quy va kST v9ng cua nh6m; hoan thanh filch
nhiem trong nhom; the hien su cam ket ca nhan vai nh6m
1 05/
Nang ltrc 8: Phat trien nhan vien
Dinh nghia:
Quy hooch va ho trg phat trim ky nang va nang lgc cua cac nhan vien de ho có the
hoan thanh trach nhiem cong viedvai tro hien tai va trong tuong lai mot cac hieu
qua
Nhang hanh Ong chinh
• Ciing hinh thanh nhcmg muc tieu phat then: lam viec voi cac nhan vien de phat trim
nhitng linh yuc can phat then, hien nhu eau cai thien va dlat ra nhttng muc tieu phat
trim cu the.
• Tao moi twang hoc top: Bao dam tai nguyen can thiet cho nhirng no luc phat trim,
a
ban dam co hOi phat trim, ho trg cac nhan vien virgt qua troy ngai hoc tap
• Giam sat lien 0: Phan h6i cu the cho tirng nhan vier' ve hieu qua lam viec cua ho
lien quan toi nhitng muc tieu da de ra, chi ra nhitng van de dot va chua dot ve hieu
qua, dieu chinh ke hoach de bao dam phat trim.
12y
III. Khung Wang chung cua nhan vien
Nang ltrc 1: Xfiy dtyng nt6i quan he cong viec tot (Tinh thAn gong dei/ceng tac)
Dinh nghia:
Phat trien va sir dung cac m6i quan he cong tac de thitc day viec dpt tai muc tieu.
Nhang hanh clOng chinh
• Tim kiem co. hOi: Chit dOng tim cach xay dung nhimg moi quan he cong viec vai
ngtr6i khac.
• Lam r6 hien trang: thir nghiem va cung cap thong tin de lam r6 hien tang
• Phat trien y tu6ng cua minh va cua ngtr6i khac: tim kiem va phat trien cac y twang
d'Oc dao,,ma rang Sr tu6ng nguoi khac va clang g6p Wong rieng minh vao
van de can giai quyt.
• tru tien muc tieu tap the: Dal muc uu tien cho cac muc tieu chung cita nhom va to
chirc cao horn muc uu tien cua muc tieu ca nhan.
• Tit& day thoa thuan: CO dugc them thuan ter cac ben d6i tac a his trq cac y Wang
hoac thuc hien cac hanh Ong mang tinh chat huang d6i tac; dung cac luan diem
hop 19 d6 giai thich gia tri cua hanh d6ng.
• Sir dung hieu qua ky nang giao tiep: thiet lap m6i quan he giita cac ca nhan tot bang
each giup nguifyi khac cam thay dugc ton tong, di gia tri va dugc tham gia vao cac
cu.& thao luan (tang long to ton, d6ng cam, gin ket, c6i ma, ho trg.)
165,
Nang ltrc 4: Sang tao
Dinh nghia:
Tao ra nhitng giai phap sang tao trong nhimg tinh hu6ng cong viec; thir nghiem
nhung phtrang phap mai, khac biet de xir 15r cac van de cila thuc tien cong viec.
Nhang hanh cleing chinh
• Thach thirc khuon mAu: thy nhtmg cach khac de xem xet hoc dinh nghia vAn de,
khong bi can tro. bed nhung suy nghi hay each tiep can dm nguai khac.
• Phat huy nhung ngu6n tai nguyen da clang: sir dung nhieu ngu6n tai nguyen da clang
(con ngtrai, linh vu.c, kien thirc) a tim y tuang va niem cam hirng
• Suy nghi rOng: ket hop cac 5r tuang mot each dOc dao ho'ac tao ra ket not gift nhirng
3'7 Mang rieng re, kham pha nhung twang to duy khac nhau, quan sat tinh hu6ng tir
nhieu goc canh, tim ra nhieu giai phap/cach tiep can
• Danh gia nhieu giai phap: xem xet nhieu giai phap tiem rfang va danh gia timg giai
phap truck khi chap nhan giai phap nao do.
• Dam bao su phu hap: dinh haat-1g nhimg linh vuc quan trong de sang tao va phat trien
nhung giai phap giai guy& nhtmg van de coy nghia trong cong viec.
173,
Nang lire 5: Quin 15, cong viec (bao g6'm quail ly thei gian)
Dinh nghia:
a
Quin ly hieu qua th6i gian va ngu6n luc ca nhan bao dam cong viec &roc hoan
thanh c6 hieu suit cao.
NW:Mg hanh (tong chinh
• Phan cap uu lien: xac dinh cac hog dOng va tic vu quan trong va khong quan trong,
dieu chinh mirc dO uu tien khi can.
• Chun bao dam rang thiet bi va/holac vat tu can thiet co 6 nhfing dia diem thich
hop sao cho cong viec cila ban than va nhiing ngu6i khac c6 the dugc tien hanh c6
hieu qua.
• Lap th6i bieu: Phan b6 c6 hieu qua th6i gian cua ban than de hoan thanh cong viec;
dieu ph6i th6i bieu cua minh voi th6i bieu cua nhung ngu6i khac de tranh xung dOt.
• Phat huy cac ngu6n luc: tan dung nhitng ngu6n luc sin c6 (ca nhan, quy trinh, phong
ban va cong cu) de hoan thanh cong viec c6 hieu qua.
• Tap trung: sir dung th6i gian co hieu qua va ngan chin nhang van de va su phan tan
khong phil hop lam anh huang t6i viec thuc hien cong viec.