Professional Documents
Culture Documents
LI M U
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MC LC
LI M U..............................................................................1
MC LC....................................................................................2
CHNG I . TNG QUAN V GIAO TIP............................6
1.1. Khi nim v bn cht ca giao tip...............................................................6
1.1.1. Khi nim v giao tip.........................................................................6
1.1.2. Bn cht ca giao tip.........................................................................6
1.2. Cc hnh thc giao tip....................................................................................6
1.2.1. Theo tnh chnh thc...........................................................................6
1.2.1.1. Giao tip chnh thc.........................................................................6
1.2.1.2. Giao tip khng chnh thc .............................................................6
1.2.2. Theo phng tin giao tip.................................................................7
1.2.2.1. Giao tip bng ngn ng..................................................................7
1.2.2.2. Giao tip phi ngn ng.....................................................................8
1.3. Vai tr v tm quan trng ca giao tip..........................................................9
1.3.1. Vai tr ca giao tip............................................................................9
1.3.2. Tm quan trng ca giao tip.............................................................9
1.4. Chc nng ca giao tip:................................................................................10
1.4.1. Chc nng truyn t thng tin........................................................10
1.4.2. Chc nng nhn thc v nh ga ln nhau ...................................10
1.4.3. Chc nng phi hp nhau hnh ng ........................................10
1.4.4. Chc nng iu chnh hnh vi..........................................................10
1.5. K nng giao tip.............................................................................................10
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2.1.2.2. T chc...........................................................................................23
2.1.2.3. Lnh o .......................................................................................23
2.1.2.4. Kim tra .........................................................................................23
2.1.3. Vai tr ca nh qun tr....................................................................23
2.1.3.1. Vai tr quan h vi con ngi........................................................23
2.1.3.2. Vai tr truyn thng.......................................................................24
2.1.3.3. Vai tr ra quyt nh.......................................................................24
2.2. Cc k nng giao tip ca ngi lnh o:...................................................25
2.3. i tng giao tip ca nh qun tr.............................................................27
2.3.1. i vi cp trn.................................................................................27
2.3.2. i vi ng nghip..........................................................................27
2.3.3. i vi nhn vin..............................................................................28
2.3.4. i vi khch hng...........................................................................29
2.3.5. i vi nh cung cp........................................................................30
2.3.6. i vi i th cnh tranh................................................................32
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KT LUN................................................................................38
TI LIU THAM KHO.........................................................39
BNG PHN CNG CNG VIC.........................................40
NHN XT CA GIO VIN................................................40
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giao tip thng nhm lm tho mn nhu cu tip xc, gii tr nn bu khng kh
giao tip mang tnh cht thn mt, gn gi, hiu bit ln nhau.
1.2.2. Theo phng tin giao tip
Bao gm giao tip bng ngn ng v giao tip phi ngn ng.
1.2.2.1. Giao tip bng ngn ng
Ngn ng l g: Ngn ng l h thng nhng t ng, cu trc, ng php, cu
c h thng nhm din t suy ngh ca con ngi.
Ngn ng giao tip l ngn ng c s dng con ngi tin hnh trao i
thng tin vi nhau.
a. Phn loi ngn ng
Ngn ng ni: Ngn ng ni l ngn ng hng vo ngi khc, s dng
ging ni ca mnh phn tch bng thnh gic, bao gm c thoi v i thoi.
Ngn ng c thoi: L loi giao tip trong ch c ngi ni, m khng c
s p li ca cc i tng trong giao tip nh din thuyt, nghe ging. c thoi
i hi ngi ni phi c trnh hiu bit v vn trnh by, phi c kh nng
biu cm tt v phi nm vng cc yu t lm nn hiu qu ca giao tip.
Ngn ng i thoi: L loi giao tip c tnh cht tr chuyn, trao i ca hai
pha ch th v i tng. Trong i thoi lun c s thay i v tr ngi ni, nh
hai bn hiu c i tng ca mnh, kp thi iu chnh hnh vi, c ch, cch
ni cho ph hp. i thoi th hin qua cc hnh thc nh tr chuyn, phng vn,
bn lun
Lu , nhng iu cn trnh trong giao tip: Li dm pha, ni xu ngi khc,
nhng li ni xua nnh, li ni khiu khch, ma mai, so snh ni dung v yu cu.
Ngn ng vit: Th hin bng cc k hiu ch vit v c tip nhn, phn
tch bng c quan th gic. Ngn ng vit cn chnh xc, tun th y cc nguy
tc ng php, cu trc cu, chnh t v logic.
b. Chc nng ca ngn ng
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hnh vi ph hp.
1.4.3. Chc nng phi hp nhau hnh ng
Hnh thnh nhng tiu chun o c, tinh thn trch nhim, ngha v,
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nghim, sc khe, tm trng, k nng, php l, khng gian v thi gian, do ngi
nghe, v tr x hi, o to, ch chnh sch.
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1.5.1.3. Cc bc m thoi
To mi trng giao tip.
Xc nh r nhu cu i tc.
Gii quyt nhu cu i tc
Kt thc cuc m thoi
1.5.1.4. K nng ni trc cng chng
a. Xc nh tm, sinh l
din thuyt.
b. Xc nh mc ch bui din thuyt
Xc nh v tr, trch nhim v cng vic ca mnh trong bui thuyt trnh.
ca h l g?
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Xc nh cch m u cu chuyn:
K cu chuyn.
c chun b t trc.
by.
thit. Cn a ra li kt ph hp.
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Ngi nghe ch tip thu nhng ni dung chn lc trong phn thng tin i
thoi.
Ngi nghe khi chn kiu nghe ny phi chc chn nhng thng tin m mnh
b qua l nhng ni dung m ta hiu su sc.
d. Nghe chm ch
Nghe mt cch nghim tc, tp trung nhng cn c s ch ng trong vic tip
nhn thng tin
L qu trnh nghe, hiu, xc nh thng tin ng, sai v c chnh kin. Qu
trnh nghe cn c t duy khng ri vo th nghe th ng
e. Nghe thu cm
Nghe thu cm l nghe, quan tm n tnh cch ca ngi i thoi, pht hin
vn ca h, nhn v suy ngh theo cch ca h
Nghe thu cm cn c s ch ng trong suy ngh, thi , hnh ng tip thu,
c s phn tch, phn hi, nh gi
1.5.2.3. Nhng ro cn i vi vic lng nghe
a. Ro cn tm, sinh l
Thi quen xu
Nhu cu, s thch.
Tnh cch, cm xc, ci ti qu ln
Sc kho, kh nng nghe hn ch
b. Ro cn v x hi
Mi trng gio dc cha ng
Mi trng thin nhin
Quan im v v tr v vai tr x hi ca c nhn, tp th
c. Ro cn v vn ha
S khc bit v li sng, phong tc tp qun, tn gio
S khc bit v ngn ng, vn ha ng cnh
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Vit phn m u:
Gii thiu chung v ch bng hnh thc quy np hay din dch.
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m bo i bn cng c li
Cc phng php m phn: m phn mc c lp trng, m phn theo
nguyn tc
1.5.4.4. Cc bc m phn
a. Giai on chun b
Phn tch tnh th ca mnh:
Xc nh r nhng gii php tt thay th cho mt tha thun t c c li
cho mnh
ng thng lng khi khng bit r gii php thay th
Phn tch nng lc cnh tranh v kh nng m mnh c c
Tm hiu v i tc:
Thc lc ca h v ti chnh, nh hng, uy tn x hi, lch s cng ty, c s
vt cht trang thit b, s lng, cht lng sn phm
Nhu cu, thnh hp tc lm n ca i tc.
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Cht lng
iu kin giao hng: thi gian, a im
n v tnh gi : Gi c nh, gi trt..
Phng thc thanh tan: i hng, tin mt, chuyn khon
iu khon m bo thc thi H: cm c, th chp
iu khon th tc gii quyt tranh chp( u ? Chi ph?...)
Cc iu khon khc
f. Giai on thc thi hp ng
Giao cho c nhn hoc t qun l cc hng mc v thc thi hp ng
Trong qu trnh thc thi hp ng c nhng vn ny sinh 2 bn gp nhau
bn bc, thng lng tip
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Cc nh qun tr l ngi qun tr tt thi gian v tim lc, bit nhn nhn c
hi v phi bit tn dng c hi d.
2.1.2.1. Hoch nh
Chc nng xc nh mc tiu cn t c.
ra chng trnh hnh ng t mc tiu trong tng khong thi gian
nht nh.
a ra cc k hoch khai thc c hi v hn ch bt trc ca mi trng.
2.1.2.2. T chc
Chc nng to dng mt mi trng ni b thun li hon thnh mc tiu.
Xc lp mt c cu t chc v thit lp thm quyn cho cc b phn, c nhn,
to s phi hp ngang, dc trong hot ng ca t chc.
2.1.2.3. Lnh o
L ch huy nhn t con ngi sao cho t chc t n mc tiu. N bao gm
vic ch nh ng ti nguyn v cung cp mt h thng h tr hiu qu. Lnh o
yu cu k nng giao tip cao v kh nng thc y mi ngi. Mt trong nhng vn
quyt nh trong cng tc lnh o l tm c s cn bng gia yu cu ca
nhn s v hiu qu sn xut.
2.1.2.4. Kim tra
L chc nng nh gi cht lng trong tin trnh thc hin v ch ra s
chch hng c kh nng din ra hoc din ra t k hoch ca t chc. Mc ch
ca chc nng ny l m bo hiu qu trong khi gi vng k lut v mi trng
khng rc ri. Kim tra bao gm qun l thng tin, xc nh hiu qu ca thnh tch
v a ra nhng hnh ng tng ng kp thi.
2.1.3. Vai tr ca nh qun tr
2.1.3.1. Vai tr quan h vi con ngi
Vai tr tng trng: Th hin nh mt biu hin v quyn lc php l, thc
hin nhim v mang tnh nghi l, hnh thc.
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ni c hiu qu cn ch :
To c mt s ch cho ngi nghe
Ni mt cch r rng v nghe
S dng nhng t v thnh ng thng dng
Ging iu ph hp hon cnh, tnh hung
Thng xuyn phn hi
b. Giao tip bng phi ngn ng
T th: To s n tng u tin, c nh hng quan trng , n bc l s tin
tng, tnh ci m v thi ca mt ngi.
C ch: Mi ngi thng dng c ch mt cch v thc hu thun cho iu
mnh cn ni nh dng bn tay, chn, u C ch khng ch nhn mnh iu mnh
ni m cn bc l thi ca ngi ni
Mt s c ch tay, chn thng dng: Xoa bn tay (nng rut ang ch s tht
no ), ly tay che ming (th hin s chn nn), dm chn ( th hn s tc gin)
Din mo: L nhng c im t nhin, t thay i (tng ngi, khun mt, )
2.2.3.2 Hnh vi phi ngn ng v ngha:
Hnh vi phi ngn ng
ngha
Nghing c
Ngp
Bun chn, mt mi
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quyt on khi giao cng vic cho h. Nn lng nghe, tn trng kin ca ngi ln
tui, iu rt cn thit cho nh qun l gii. Lp ngi tr trung nng ng sng
to l mt li th khc ca doanh nghip, cng vic c tnh sng to l rt ph hp.
L ni h th hin nhit huyt hy ng vin cp di bng li khen ng lc,
ng mc khi h lm tt. Tuy nhin, tui tr khng trnh khi bng bt v th bn
nn gp mt cch kn o, t nh . Hy vn dng cng thc ph bnh khen ch
khen.
Minh bch: nhn vin lm vic hiu qu iu quan trng nht l gip h
hiu r cng vic c giao. Khi gii quyt vn , ngi lnh o phi trnh by r
rng, dt khot v khng l cm xc. Mt khc, cn kch thch h t cu hi by
t mi quan tm sau bn gii thch tht logic.
Tn trng: ng bao gi tm trng ca mnh nh hng n khng kh lm
vic chung. iu chng nhng lm nh hng n tm l ngi khc m cn v
tnh to ra hnh nh ngi lnh o khng tn trng cp di. L lnh o bn nn
thn trng trong cc mi quan h, i vi nhn vin ng t ra qu lnh lng xa cch
nhng cng khng nn thn mt qu mc s dn n nhn vin kh x hoc gin
mt, xem thng bn. Bn cnh mi ngi tn trng bn, bn phi gi ch tn.
ng vin l do qu nhiu vic nn qun mt li ha ca mnh cho l vic nh,
nu bn gi li cp di s tn trng bn v sn sng cng hin ht mnh.
Cng bng: L iu cc k quan trng trong giao tip gia xp v nhn vin.
Hy nh gi ng nng lc lm vic ca nhn vin c ch i ng ng mc.
Nu thin v ngi ny min th ngi kia , bn s to ra nhng chuyn gia nnh
ht. Bn cn lng nghe c hai s pht cng tm. Nh vy cp di mi n phc.
Trang phc: cng rt quan trng bn khng nn xem thng, n khng ch
phc v nhu cu n mc trong i sng m n cn l phng tin gip cho nh lnh
o tot ln phong thi ca mt doanh nhn, bn lnh ca ngi li tu, n s lm
cho nhn vin t ho v t nim tin ni bn.
2.3.4. i vi khch hng
Ln u tin c th to n tng tt hay khng l iu rt quan trng trong giao
tip vi khch hng. Lm th no c th to ra n tng vi khch hng?
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d. Ni nng r rng
Khng g bc bi hay kh chu hn vic phi giao tip vi mt ngi m
khng hiu h ang ni g. Ni qu nh, ngi i din phi cng tai ra v lun lun
phi hi li. Ni qu to th tt nhin l bt lch s. Cng ng ni qu nhanh hay qu
, gy c ch cho ngi ang lng nghe. Tm li, vic ni r rng, d hiu cng
khng qu kh, ch cn bn ch tp luyn mt cht l c.
e. n mc n tng
Tht ra, n mc n tng lun lun c li mi hon cnh v iu cng c
li hn trong kinh doanh, giao tip lm n. n tng y khng c ngha l gy
sc. Bn nn mc lm sao th hin s nn n, sang trng, lch s nhng vn tot
ln c c tnh ca mnh. iu quan trng hn c l hy din mt b va vn
vi mnh, lm tn ln v p c th v ci p lun gy n tng tt. Hn na, khi
bn mc p, bn chc chn c ghi thm im s t tin. Bn cn chn mt b
trang phc ph hp vi hon cnh. Nu bn hn i tc mt ba d tic, khng
nht thit c phi ng b vn phng. ng qu cu k trong cc chi tit nhng
nn ch n cht liu vi v tuyt i khng mc nhu. Mt b qun o nhch
nhc khin i tc ngh cng vic kinh doanh ca bn khng tt.
2.3.6. i vi i th cnh tranh
Cch giao tip tt nht vi i th cnh tranh l hy xem h l bn ca mnh
ch khng phi l k th ca mnh. V nu chng ta xem h l k th th trong vic
giao tip s d gy ra nhng cuc u nhau nh vy s lm mt i hnh nh tt
p ca cng ty mnh cng nh ca i th cnh tranh. Nu chng ta xem h l nh
nhng ngi bn ca mnh th vic giao tip s din ra thun li hn. Trong khi giao
tip vi i th cnh tranh khng nn dng nhng cu ni khiu khch nhau, cn
giao tip lm sao i th ca mnh tr thnh bn ca mnh th vic giao tip ca ta
mi t hiu qu. Mt li hi thm i th ca mnh cng lm cho h ngh h vn
cn quan trng i vi mnh. i khi mt li cm n cng cn trong khi giao tip
vi i th ca mnh. Khi giao tip cn n mc lch s, hy t i th vo trung tm
ca cuc giao tip, n c th to n tng tt v ta vi i th. Cn n ni lch s,
khng c s dng ngn ng th bo, cn ni r rng, ngn gn. i lc trong
cuc giao tip dnh mt cht thi gian trao i thng tin t do nh ni v s thch
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Khng nn lm
khi tip xc
nghip ca mnh
Tn trng v th ca doanh
nghip bn
h thp ngi ta
Khng nn lm
nh bo
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trnh tip xc vi bo ch
Trnh chm chp, l m trong
vic cung cp thng tin chnh thc
n n cc nh bo khai thc thng
tin khng chnh thc
p ng khi tr li phng vn
ni dung tr li
v ni dung tr li phng vn dn
nghip ca h
bo ch
Trnh t ra nghi ng v ni
dung ng bo ca bi phng vn
c thc hin
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KT LUN
Giao tip l qu trnh trao i v truyn t thng tin vi nhau gip con ngi
c th hiu nhau hn, l nn tng, c s xy dng cc mi quan h x hi khc nhau
nhm gip con ngi t c mc ch ca c nhn trong qu trnh giao tip. Chnh
v vy, vic rn luyn k nng giao tip l tin quyt nh n s thnh cng
trong mi cuc hp tc, thng tho hay trong mi cng vic cn n s thng nht
chung ca tp th. Hn ai ht, nh qun tr cn phi rn luyn k nng giao tip ca
mnh thnh cng trong cng vic.
C th ni k nng giao tip l mt ngh thut sng v l linh hn ca mi
thnh cng. Do , chp cnh c m tr thnh ngi qun tr ti nng ngay t
by gi, bn phi thc s c mt bn lnh giao tip, sng to trong giao tip v c
bit hn ht, bn cn phi bit kt hp mt cch linh hot, nhun nhuyn cc k
nng giao tip trong tng trng hp c thBn thn l ngi thc hin ti vi
mong mun hng n trao i vi bn c nhng hiu bit c bn m mt ngi
qun tr cn bit, cn nm v cn trnh trong qu trnh giao tip trn bc ng s
nghip ca mnh nhm gip bn c c cch nhn trn vn hn v k nng giao tip
v vai tr ht sc quan trng ca n i vi mt qun tr. Tuy nhin, vi s hiu bit
c hn v cha thc s y , nhng i li vi tt c s nhit tm ca nhng
ngi thc hin ti v tnh cm chn thnh dnh cho bn c, chng ti hy vng
s gp phn t nhng vin gch u tin trn bc ng thnh cng ca bn.
Chc cc bn sm tr thnh cc nh qun tr ti nng. Thnh cng lun nm
trong tm tay cc bn!
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1.
bn tr 2001.
3.
bn thng k 2000.
4.
Ths Nguyn Th Thu Hin- Giao tip trong kinh doanh. Trng
H Ch Minh 2006.
6.
www.tapchiketoan.com
7.
http://tailieu.vn
8.
www.fimony.com
9.
www.Chungta.com
10.
www.tuoitre.com.vn
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Ch
Hon
ng
thnh(%)
1.
Bi Thanh Sm: mc 1 v
95
2.
Kim Vn Tun: mc 2
95
3.
105
mc 3
105
4.
Nguyn Th Thanh: mc 5
1.
mc 2
2.
100
Kim Vn Tun: phn 4
mc 2
3.
100
100
100
Trn
Th
Minh
Thy:
phn 2,3 mc 2
4.
Nguyn Th Thanh: mc 1,
phn 5,6 mc 2
3
1.
Bi Thanh Sm: mc 1
100
2.
Kim Vn Tun: mc 2
100
3.
100
100
4.
Nguyn Th Thanh: mc 1
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