Trng H Ngn Hng TPHCM Khoa Qun Tr Kinh Doanh

cng bi ging K NNG GIAO TIP TRONG KINH DOANH

Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (1)

I.KHAI NIEM, AC IEM, PHNG TIEN GIAO TIEP TRONG KINH DOANH: 1.Khai niem giao tiep trong kinh doanh: Giao tiep trong kinh doanh la qua trnh va hoat ong thiet lap, chuyen tai, duy tr va phat trien moi quan he gia ngi vi ngi trong kinh doanh. Giao tiep trong kinh doanh gom co ba qua trnh chnh: o Qua trnh truyen thong: trao oi thong tin. o Qua trnh tri giac: nhan thc lan nhau. o Qua trnh tac ong qua lai: tao anh hng lan nhau.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (2)

2.ac iem giao tiep trong kinh doanh: a.Tnh a dang: a dang ve oi tng giao tiep. a dang ve muc ch giao tiep . a dang ve loai hnh giao tiep . a dang ve van hoa trong giao tiep. b.Tnh c hoi: Tranh thu tng c hoi tiep xuc. Cac cuoc tiep xuc trong kinh doanh co an cha nhng c hoi.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (3)

c.Tnh li ch: X ly cac moi quan he v li ch mong muon. La tro chi ma ca hai ben phai cung thang. d.Tnh khoa hoc va tnh nghe thuat: Ngi tham gia giao tiep phai nam c: o Cac nguyen tac tham gia giao tiep; o Cac trang thai tam ly cua con ngi; o Cac qui nh trong giao dch kinh doanh nh: thu tuc luat phap, le tan Phai van dung linh hoat, kheo leo, nhay ben.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (4)

3.Phng tien giao tiep trong kinh doanh: Tat ca cac yeu to the hien thai o, tnh cam, moi quan he, tnh trang tam ly a.Ngon ng: La phng tien chu yeu e truyen i thong tin cua con ngi. o Noi dung: y ngha cua li noi, cua t ng. o Tnh chat cua ngon ng: nhp ieu, am ieu, ng ieu cua giong noi. o ieu bo : la nhng c ch cua tay chan, ve mat.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (5)

b.Phi ngon ng: La nhng cach dien at thong tin khong li qua cac c ch, ve mat, dang ieu, ong tac. o Net mat; nu ci; anh mat; cac c ch; t the; dien mao; khong gian giao tiep; o vat; cac hanh vi ac biet Phng tien giao tiep phi ngon ng giup ngi ta nhay cam hn trong giao tiep. Tuy tnh chat moi quan he ma cac phng tien giao tiep se co vai tro khac nhau.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (6)

II.CHC NANG CUA GIAO TIEP: 1.Nhom chc nang theo phng dien xa hoi: a.Chc nang thong tin, to chc: Thong qua giao tiep e thong tin, truyen menh lenh b.Chc nang ieu khien: Thong qua giao tiep e ieu khien ngi khac. c.Chc nang phoi hp hanh ong: Thong qua giao tiep e phoi hp hoat ong. d.Chc nang ong vien, kch thch: Thong qua giao tiep e lam phan chan tinh than, tam ly
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cng bi ging K NNG GIAO TIP TRONG KINH DOANH

Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (7)

2.Nhom chc nang theo phng dien tam ly: a.Chc nang tao moi quan he: Thong qua giao tiep e co moi lien he vi cac ca nhan trong cong ong. b.Chc nang can bang cam xuc: Thong qua giao tiep e boc lo cam xuc ra ben ngoai. c.Chc nang phat trien nhan cach: Thong qua giao tiep ma tiep can vi nhng quan iem mi, cach hanh x mi ieu chnh ban than, cai thien ban than.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (8)

III.CAC LOAI HNH GIAO TIEP C BAN: 1.Can c vao noi dung: Giao tiep e thong bao tin tc. Giao tiep e thay oi he thong ong c va gia tr. Giao tiep e kch thch, ong vien. 2.Can c vao oi tng giao tiep: Giao tiep lien nhan cach (gia nhom nho 2 3 ngi). Giao tiep nhom v mot muc ch chung. Giao tiep xa hoi (lp hoc, hoi ngh, oan the).
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (9)

3.Can c tnh chat tiep xuc: Giao tiep trc tiep: gap g nhau, nhan dien c nhau, oi thoai trc tiep vi nhau. Giao tiep gian tiep: thong qua cac phng tien trung gian nh fax, th tn, ien thoai, email 4.Can c theo tnh chat nghi thc: Giao tiep chnh thc: tuan theo nhng chuan mc c thong nhat va tha nhan cua xa hoi, phap luat nh hoi hop, mitinh, am phan Giao tiep phi chnh thc: mang tnh chat ca nhan, t le nghi.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (10)

5.Can c the tam ly: Giao tiep the manh. Giao tiep the yeu. Giao tiep the can bang. 6.Can c theo phong cach am phan: Giao tiep theo kieu Thang Thang. Giao tiep theo kieu Thang Thua. Giao tiep theo kieu Thua Thang. Giao tiep theo kieu Thang Thang hoac khong H. Giao tiep theo kieu Thua Thua.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (11)

IV.CAC NGUYEN TAC C BAN CUA GIAO TIEP TRONG KINH DOANH: 1.Nguyen tac ABC: a.Accuracy (chnh xac): thong tin c truyen at phai chnh xac, khong c sai sot. b.Brevity (ngan gon): thong tin c truyen at phai ngan gon, cot yeu, khong rm ra. c.Clarity (ro rang): thong tin khong c map m, khong the c hieu theo nhieu cach.

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (12)

2.Nguyen tac 5C/7C: a.Clear (ro rang): thong iep phai ro rang, hieu theo mot ngha duy nhat. b.Complete (hoan chnh): thong iep phai cha ng u thong tin can thiet. c.Concise (ngan gon, suc tch): thong iep khong c qua dai dong. d.Correct (chnh xac): thong tin cua thong iep phai chnh xac. e.Courteous (lch s): thong iep phai c truyen at nha nhan, ton trong oi tng.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (13)

f.Consistency (nhat quan): cac phan trong thong iep phai thong nhat vi nhau, khong oi nghch nhau. g.Cautious (can trong): thong iep ch truyen at nhng thong tin chac chan. 3.Mi li khuyen cua Mark Mc. Cormack: a.Khong bao gi c anh gia thap s quan trong cua tien bac. b.Khong bao gi c anh gia qua cao tien bac. c.Co the co nhieu ban be trong kinh doanh nhng can biet chon ngi ban ch cot nhat.
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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (14)

d.ng s neu phai noi Toi khong biet. e.Noi t i, nghe nhieu hn. f.Gi li ha cho du ln hay nho. g.Tat ca cac giao dch eu co ac iem rieng nen can phai mem deo, linh hoat e co cach x ly thch hp. h.Hay lam ung ngay t au. i. Hay kha ai vi moi ngi. j. Chia se cung ngi khac, ng cp cong cua ngi khac.

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (15)

4. Nam nguyen tac c ban:
CUNG NHAU CO LI PHAI BIET CHAP NHAN TON TRONG LAN NHAU

PHAI BIET KIEN NHAN

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NGHE THAU CAM, NOI TRON Y

Ex 15

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (16)

a.Nguyen tac cung co li:
Nguyen tac: hai ben phai cung at c li ch. Tai sao phai tuan thu nguyen tac nay? (Muc tieu giao tiep gan vi li ch cua moi ben). Tac dung cua nguyen tac.

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (17)

b.Nguyen tac ton trong lan nhau:
Nguyen tac: ton trong pham gia cua oi tac.. Tai sao phai tuan thu nguyen tac nay? (nhu cau c ton trong). Tac dung cua nguyen tac.

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (18)

c.Nguyen tac nghe thau cam, noi tron y:
Nguyen tac: noi het y nghe tron ven. Tai sao phai tuan thu nguyen tac? (moi ben eu co v the rieng). Tac dung cua nguyen tac.

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (19)

d.Nguyen tac phai biet kien nhan:
Nguyen tac: biet ch i, tranh don ep thai qua. Tai sao phai tuan thu nguyen tac? (s mong i cua hai ben la khac nhau). Tac dung cua nguyen tac.

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Chng 1: TONG QUAN VE GIAO TIEP TRONG KINH DOANH (20)

e.Nguyen tac phai biet chap nhan:
Nguyen tac: chap nhan ket qua cuoc giao tiep. Tai sao phai tuan thu nguyen tac? (cai g cung co s gii han nhat nh). Tac dung cua nguyen tac.

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Tom lc chng 1
I. II. III. IV. V. VI. Giao tiep trong kinh doanh: x ly moi quan he gia con ngi vi nhau trong kinh doanh. Giao tiep trong kinh doanh co ac iem: li ch, c hoi, a dang, khoa hoc va nghe thuat. Phng tien giao tiep: ngon ng + phi ngon ng. Chc nang cua giao tiep: theo phng dien xa hoi + tam ly. Cac loai hnh giao tiep c ban: 6 loai hnh. Nen tuan thu 5 nguyen tac c ban.
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V d minh ha 1
Trch t ng sau cuc m phn (Huy c - Washington) Ch my ting ng h sau khi t bn m phn tr v nh khch, B trng Thng mi Trng nh Tuyn nhn c mt bc tranh rt p v Nh Trng. Ngi chuyn bc tranh ny ni rng l qu ca ng Karan Bhatia, Ph i din thng mi M, ngi i u thu m vi ng. m phn thng mi l nh vy. Khi m cc cuc thng lng cn nm trn bn th i bn khng ngi ngn dng bit bao tiu xo. ng Bhatia buc ng Tuyn ngi ch di c. Cn ng Tuyn th khi i tc qu rn cng xem nh bt cn, b bn m phn ra ngoi. Sau lng c hai ng u c gnh nng y thc ca cc doanh nghip v h phi ng x nh vy, cn khi t c phn hp l, th c hai u tr v vi con ngi c nhn by t nhng c ch thn thin ca mnh.

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V d minh ha 2
KH: Chao ch, em muon mua thanh USB 512MB hieu PNY. NVBH: Vang, gia cua no la 15 USD. (NVBH trao thanh USB cho khach hang xem) KH: Ch i, no khong co a drive i kem sao? NVBH: ung vay, no khong co a drive. KH: Nhng em thay tren bao b co ghi la a drive c kem theo c ma... NVBH: ung roi, nhng khi nha san xuat giao hang cho chung toi no a khong co a drive, bi v Win XP se t nhan ra USB c ma.
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V d minh ha 2 (tt)
KH: Nhng may em cai Win 98 nen can phai co drive.

NVBH: A, vay th anh mua loai nay i, hieu FINGER, gia 32 USD. KH: No hi mac, em khong u tien (ai ngai) NVBH: Vay th anh chu, con khong anh nang cap Win 98 len XP i. (het kien nhan, va bat au bc mnh). en ay, co nhan vien ban hang lay lai thanh USB, lang sang tiep mot khach hang khac, bo mac v khach ang tan ngan ng ben quay.
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V du minh hoa 3
KH: NVBH: KH: NVBH: KH: NVBH: KH: NVBH: KH:
10:41 AM

Chao ch, ay co USB 512MB hieu PNY khong? Co. (NVBH trao thanh USB cho khach hang xem) Gia bao nhieu ha ch? 6 USD. Ch i, no khong co a drive i kem sao? , nhng Win XP se t nhan ra c ma em. Nhng may em cai Win 98 nen can phai co drive. A, vay ha, con xai may cu ha. Vay th em mua may cai gia kia i, no co drive kem theo o. Mac qua em khong co tien mua, sinh vien ma ch.
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V du minh hoa 3 (tt)

NVBH : Thoi c, em i ch chut. e ch hoi xem con drive lu khong, neu khong th anh chu. en ay, co nhan vien ban hang tiep mot khach hang khac, sau o goi ien thoai len Phong Ky thuat, hoi viec chep 01 a drive cho thanh USB hieu PNY va tra li cho khach hang: NVBH: tren kia con lu drive, em mua 01 CD trang, len o ho chep cho, co c khong? KH: c. Ket cuc, ngi khach hang mua c thanh USB theo nh y muon.
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TUAN THU 5 NGUYEN TAC

Trong giao tiep: Khong ben nao tuan thu u 5 nguyen tac. Mot ben tuan thu ca 5 nguyen tac. Hai ben tuan thu ca 5 nguyen tac.
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Dan en ket qua Khong co thoa thuan, khong co hy vong gi quan he. Khong co thoa thuan, nhng co hy vong gi quan he. Thiet lap c quan he tot.
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Trng H Ngn Hng TPHCM Khoa Qun Tr Kinh Doanh

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MI QUY TAC CUA TH KY

I. An can Trong giao tiep tranh to ra th , lanh nhat hoac co ve mat kho am am, bc tc. Luon can the hien s quan tam va ton trong oi tng giao tiep. II. Ngay ngan Trang phuc hp cach, khong tuy tien, luom thuom, tac phong khong to ra le me, dat deo. III. Chuyen chu Khong lam viec rieng trong khi giao tiep, nhat la cat mong tay, cat mong chan hoac trang iem
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MI QUY TAC CUA TH KY

IV.nh ac Khong tra li thung thang, hoi cau nao tra li cau ay, cach noi thieu chu ng, coc loc, nhat gng. V. ong cam Can the hien cam xuc ung luc, ung cho, mat luon hng ve ngi oi thoai bay to s quan tam, ong cam. VI.On hoa Tranh vung tay tuy tien, ac biet la ch ngon tay ve pha mat oi tng giao tiep theo "nhp ieu" cua li noi "anh thep" cua mnh. Can co thai o on hoa.
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MI QUY TAC CUA TH KY

VII. Ro rang Khong noi qua to, kieu noi oang oang hoac noi qua nhieu. Tranh noi lac e va noi qua nho, kieu l nh khien ngi nghe phai cang tai mi nghe ro. VIII.Nhiet tnh The hien s san sang phoi hp giup ngi khac khi can thiet. ng to ra kho khan, ch ky. IX. Nhat quan Phai khac phuc s phat ngon bat nhat, thay oi tuy tien, choi phang nhng g a noi ra hoac de dang ha nhng khong lam theo li ha. o la loai ngi ai cung muon tranh xa.
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MI QUY TAC CUA TH KY

X. Khiem nhng Tranh tranh luan khong can thiet, hoac thch boc lo s hieu biet, s khon ngoan cua mnh hn ngi. Khong nen don oi tng giao tiep vao the b e gianh phan thang ve mnh. (Th ky la ngi phai thng xuyen tiep xuc vi khach hang, nhng ngi en cong ty e lien he cong tac. Hnh anh mot th ky duyen dang cung vi s giao tiep lch s se tao an tng ban au tot ep ve cong ty, t o tang cac c hoi lam an va hp tac). Trch t Tuoi Tre Online - Th Bay, 02/12/2006
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Het chng 1

XIN CAM N BAN A THEO DOI. HEN GAP LAI

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