KY NANG GIAO TEP & THUYET TRINH TRONG KINH DOANH (za 6 higu qua nhat de higu dirge nhu cau thong giao tiép theo cach g nghiép hodc linh dao tin cua ban be, thay cd, cha me hay don phim thod man nhu cdu nao dé cia ban than. vadé dat durge nhu vay, qué trinh giao tiép can dam bao ba yéu cau chinh nhw sau: Thir nhdt, d6 1a st tiép xiic gitta con a6 hinh thanh nén cac méi quan hé. Su tig tip nhur néi chuyén, cling 6 thé la gidn tiép qua cdc phuong tién truyén théng nhw Internet, thu ti, dién thoai. Viéc con ngudi tro chuyén voi robot, mua hang @cac may ban hang ty dong sé khéng durgc xem 1a cdc hoat déng giao tiép. Thit hai, qua trinh giao tiép phai dién ra su trao adi tin hiéu, thong tin gitta céc cha thé tham gia. Phai co ngudi truyén va ngudi nhn tin higu. Tin hiéu 6 day co thé chi 1a mOt su biéu 16 trang thai tinh cam, sy vui ming, phat y, nhat tri hay phan d6i. Ciing c6 thé tin hiéu duge truyén va nhan 1a cdc thong tin da duge chudn héa nhu viée str dung van ndi, van viét. Thi ba, hoat dong giao tiép phai xuat iva dé thoa man nhiing nhu cau nat cau thiét lap, duy tri méi quan hé, nhu cau x4 giao, tap, nhu cau trong cong viée, kinh doanh,...) ngudi voi con ngudi, qua p xtc o day cé thé la true phat tir nhu cau cla con t dinh dé (vi dy nhu nhu nhu cau hoc 1.1.2. Vai trd ctia giao tiép Giao tigp cd ¥ nghia lén lao t6i cudc séng cua con ngudi, tir céng viée ndi riéng hay trong cae méi quan hé x hi khac ndi chung. Con ngudi khong thé ton tai va phat trign duoc néu khéng c6 giao tiép. Cé thé ndi, giao tip vira la nhu cdu, vira la'céng cu, vira la phuong tién dé con ngudi tién hanh thu hién cdc hoat déng trong thc véi che di tugng 48 thoa man nhu cau. cing nhu thyc 15ENS SUA TEP & THUYTES TRE ee , inc 2, giao Hep 1 hign mye dich nao dé. Nhu vay, nhin chung, Bie iP ty vao ba Vai tro chinh nhur sau: hi ytd khong the thigy Thie nhc, gio tigp 1a didu kin tat yeu op, dng cha co Tae Ching ta déu 6 thé nbn thie dave mot cach 10 rang vé yy to iin eta giao tiép boi 1é khGng ai trong ching t Ta co thé tai ma khéng can dén giao tiép. Giao tiép khéng chi la hoa dn, truyén tin ma n6 con 14 mot nhu cau nitco ban cua con Nguoi, ‘i thong qua hoat d cae nhu cau cia igp gitra dita bé Jong giao ti¢p, con ngudi CO thé thoa man Auge minh, Dia con nhd khéc doi ba, dé la ‘5 gig va me cia né dé nhim thoa man nhu cdy a 4n; khach hang phan nan vé dich vu ban hang cing nhim thag min nhu cau cba h ho nhy mudn duge chim sdc chu dao hon, mudy doanh nghigp phat trién 161 hon vi qua dé ho cling e6 duge ede Io} ich khac. song va hogt dng, Con cdi, anh em ho MOi quan hé 46 thi ac hogt dong giao Bén canh vige thoa man cae nhu cau vé vat ch gitp con nguii thoa man duge cae nhu cau phi v: duge ede méi quan hé, tim sy duge cic ndi nid quan hé. Dé ed thé thzong - nhan vien, ede quan bé cin lai, dit, giao tip cin dt chat nhu tao lip m. Trong qua trinh con nguéi vi con ngudi ludn t6n tai nhidu mii fa quan hé dong ho, huyét thong nhw cha mg hang: c6 thé 1a quan hé x3 hoi nhu ban bé, thi nhin vign - nhan vign, Trong s6 rit nhigu cde hi mot s6 it li 6 sin (quan hé huyét théng), a yeu duge hinh thanh, phat trién théng qua ep. Tht hai, 90 tip git ¢ ie thin in i ooh hin hath pi rd va hoi Sach, _ Vébin chit, con Bido tiép, con new 16 oth ht hhc mi quan bx i. 8 #8 ¥40 cic méi quan he xa di nl xi ny ny m ct th (0 16 th <“ GIAO TEP & THUYET TRIN KY NAN 4c Moi quan hé xa hoi, kinh nghi¢m ng, phan anh cé va nhan cach cua minh. nhap vao cong dor xa hoi, hinh thanh nén t nh giao tiép voi nhtr muc di ai san rién; ng nguoi xung quanh, con anh vi, nhimg nén lam 5 thé tyr hiéu nghi, nbu cau Trong qua tri ngudi nhan thire duge cac chuan nguyen tic img xir, y thite duge nhirr - khong nén lam. Thong qua giao ticy minh dugc nhiéu hon, hieu duge tam tu, tinh cam, y cia ngudi khac,... Tir do thé hién thai d9, hanh déng phi hop, hinh thanh va phat trién nén nhimg pham chat, nhan cach cla con ngudi (nhu khiém tén hay ty phy. 1é phép hay hn Ido, ton trong hay thicu ton trong ngudi k Trong qué trinh giao tiép, con ngudi nhan thirc, danh gia ban than minh trén co sé nhan thirc, danh gid ngudi khac. Theo cach nay ho cé xu hudng tim kiém 6 nguéi khdc dé xem y kién cua minh co ding khéng, duge thira nhn khéng. Trén cose do, ho ty diéu chinh, dicu khién hanh vi cua minh theo hudng ting cu’mg hoe giam bat su thich img lan nhau. Tw y thire 18 diéu kién tro thanh chi thé hanh dong déc lap, cht thé x8 hi. Théng qua giao tiép thi ca nhan ty diéu chin, é khién hanh vi theo muc dich ty gidc, ¢6 kha nang ty gido duc va ty hoan thién minh. Hon thé nia, ca nhan tyr nhan thir vé ban than minh tir ben ngoai dén ndi tim, tim hon, nhimg dién bién tam ly, gid ti tinh than cita ban than, vi thé va cdc quan hé xa hdi. Khi ca ied i tie oe khi ra x4 hdi ho thuong nhin nl in va so Shion édide e - ene ho hon ngudi khae a diém nao va De ed kan eid es no lyc.va phan dau, phat huy nhimg mat nhimg mat yeu kém. Thit ba, giao tigp la tién dé cho sur phat trién eta x hdi- 3 ee io ip i ngudi cing chung song va 06 méi quan iting ot : néu nh moi ca nhan chi biét song ma ur giao hru, quan hé qua lai, khong c6 sy quan tam. hoge . con ngudKY NANG G1A0 TIEP & rHuYET TRINH TRONG KINE . . | as oa khong phai 1a xa hi |g méi lign hé voi eae ed nhan khae thi se Bien cua xd ae ch ¢ aa A axa ~ la mt tap hgp cae cd nhan riéng Ie. Sue ¢ tot ‘ ea ee ira con NE xuat phat tir nhimg moi quan he gita® tan chinh 1a nha ¢ san xudt hang hoa phat trien © nh 1a nho ¢& : va nguol tidu ding: ngyy i Oi tiéu ding va say oi VOI CON NgU}, yj du, cic méi quan hi r & chat ché gitta nha san xual F 1cau cua ngu dap ting nhimg nhu cau d6, ngtig 4 digu nay thtte day san xyjy tiép, con ngudi gia nhap vao céc mé inh hoi nen van hoa xa hdi, dag cing nhw thé hién nen van hoa hay chuiy dé. Trong qua trinh giao tiép thi con ngudj h vi cua minh cho phi hop véi cac chuin myc xa hoi, quan hé xa hdi, phat huy nhimg mat tich cye va han che nhimg mat tiéu cue. Cling voi hoat dong giao tiép con nguti tiép thu nen vin hoa, xa hdi, lich sit va bién nhitng kinh nghiém dé thanh vén song, Tir nhimng vén séng cing nhu kinh nghiém giao tiép, con ngudi hinh thinh va phat trién nhan cach, tap hgp thanh nhimg tri thite, dong gdp vao sy phat trién clia x hdi. n duge nhimg nhu g hoa dé 2 chap nhan Vv xudit nin! ra nhimg loai hin, la duge ngudi tiéu dun: phat trién. Thong qua giao hdi. 6 day, con ngudi i quan h dire, chuan myc xa hoi muc dao dire ctia x hdi digu chinh, digu khién han Ea gee eke tiép la cong cu dic lure, 1a yéu t6 co bin é vost as a m o 7 gitta céc thanh vién voi nhau (git v6i nhom khac, gitta ch Be a mn CN " Ee , gitta cde t chite v6i cde cd nhan, nhém hay giao tiép chat Dé dang nhan . Mot x hdi . ché, tét . duge xéy dung trén nén tang ia mi thay @ See bude phat trién manh i Ot xd h6i kém phat trién, méi tuons ban ¢ nghi nhu ¢ kigm truye 1. c nhi va tu Nhir mat ca th Nhi chu qual 1 1 kha ngh voi thié chi ran chi khé gia ct duKY NANG GIAO TEP & THUYET TRINH NG KINH DOANH tammmms ban than nén lim va khong nén lam nhi 26 nhimg suy nghi hay y thire tich cyc dong gop vao sy phat trién xa hi. Vi du nhu 6 Nhat Ban, cdc ca nh 16 chire o dé déu cd ¥ thre tiét kiém, 1é phép va van minh, va do cing da tro thanh hinh anh va truyén thong ctia Nhat Ban - mot xa hoi phat trién. 1.1.3. Cac nguyén tic cia giao tiép Cac nguyen tac | the trong giao tiep la nhimg tu tuong chi dao, an hinh vi ma c é giao ti¢p can quan triét in thi im bio qua trinh giao tiep dat durge higu qua cao. Nhing nguyén tac sé duge trinh bay dudi d: sur dic két vé ca mit ly ludn trén co so cdc quy luat tam ly, tinh cam cing nh ve ca thyc tién kinh nghiém giao tiep ciia nhiéu nha ngoai giao tai ba. Nhimg nguyén tic nay do chinh con ngudi thict lap nén mang tinh chi quan nhung no chira dug, hdi tu rat nhiéu cde yeu t6 khach quan trén cac nén tang khoa hoc. 1.1.3.1. Ton trong déi tac trong giao tiép Trong cugc song, chting ta hay luén nho ring “ton trong ngudi khac chinh 1a tén trong chinh minh”. Bat ké ho la ai, ‘gidu hay nghéo, dia vi cao sang hay thap kém.... ching ta ciing déu d6i xtr voi ho chan tinh, ding muc, dé c6 duge mot khong khi giao tip thién cam, qua d6 cai dich chung sé gan lai hon. Nguge | lai, néu ching ta xtic pham, ni x4u, khinh miét d6i tugng giao tigp thi rd ring, theo cac quy lat idm ly, cdi ching ta nhan lai duge cing chinh 1a nhimg thai d6 tuong ty va cudi cing qua trinh giao tiép sé khéng dim bao cé duge két qua tich cuc. Ton trong déi tic trong giao tiép, ban sé cé duge nhiéu thanh céng hon trong céng viée, cing nhu trong cudc séng ciia chinh ban. Viée ban bac, thdo ludn hay trao 4éi gitta cdc bén vi nhau phai duge tién hanh trong méi rung dan chi, su am hiéu lin nhau va 19. s = 1 YANH Netesassens {? NANG GIAO TIEP & THUYET TRINH IRONS KINH DOP mong mudn hyp tie Kiu dai dé tim 7 ea ed 1 chung mye dich chung cing nhur Igi ich chung. rv as colt ne i (oi Thin, thoa higp md ddi ben cing 66 Ii. S' tham do, a kta © di i trong giao tigp thurdng sé durge bye 19 6 mhaNg 1M ED xtle gy tin dé higu rd di te va tirdd 6 & i hanh vi cho phit hg ‘Tuy mhiGn, khi dit e6 sy hidu biel ved Bi thi cn coi MA trop, giao tigp, trao doi mgt cich thing thin dé co the di den thong nh céic noi dung cin trao doi mot cach nhanh chong va higu qua, 1.1.3.2. Nguyén tac hop tée trong giao tiép O day, cht thé giao tigp cing phai bidt didu hoa gitta cac quyéy loi, Igi ich khde nur quyén Igi ca nhdn, cua tap the, ctia xa hoi mg cich tong xitng, hop ly. Do dé, khi giao tiép, chu the phaj quay tam toi loi ich ctia ca hai bén thi mdi c6 thé som di dén thong nhit Diy 6 thé duge xem nhu mét trd choi ma ai cfing phai than, ; bat cit a thua sé déu cim thay khéng hai long va phan bac 1 iM thoa higp. Tinh nghé thugt trong giao tiép 6 day duge thé nia iH cao khi ma chi thé giao tigp van dat duge muc dich da gr khi doi tac vin thoa man. yt ait ra trong 1.1.3.3, Nguyén tic kién nhin trong giao tiép Trong giao tig muén cia ho 1a gj biét nga » cua ho la gi. Nowa x tée to > (ram tran trim thing” s. vias 48 noi: “Biet mith ng giao tigp s8 IA an a hieu va théng cam véi dol Trong giao tig L tiép cing oA Oi méi di dén si Cin hai 06 thai su thé A 0 th ‘ Be eee é thong nhat ¥ kin = gian a hai bén suy x 0 tranh néng voi, thidu ki? nl dc de thKY NANG GIAO TIEP & THUYET TRINH TRONG KINH DOANH mama, nhan vi diéu nay chi lam c6ng viéc tri tré hon. Hay cé ging cho doi nhau v6i thai d6 than thién, chin thanh va thong cam. Sy cho dgi va kién nhan luén cé loi trong giao tiép va trong cong viéc, nd thé hién ban Iinh trong giao tiép dim phan. Trong giao tiép, khéng phai bao gid moi su cting dién ra ding y dinh hay mong muén cia minh. Ban can phai biét chap nhan rai ro, chap nhan nhing han ché, chap nhan nhing quy dinh khat khe ciia phap luat hay chp nhén su thua thiét vé loi ich dé déi lay mdi quan hé lau dai, vé nhig nhugc diém ctia cdp dudi dé khai thac nhimng mat manh cua hog... Viéc biét chap nhan hoan canh, chap nhan déi tic gitp cho ching ta chu dong trong nhing méi quan hé dé tir d6 c6 cach xir ly tt hon va vuot qua dugc nhiing tré ngai trong giao tiép. 1.1.3.4. Nguyén tic r6 rang Nguyén tac r6 rang trong giao tiép muén nhac nhé chi thé tham gia giao tiép can biét ya chon tir ngtt trong giao tiép mét cach hiéu qua va hop li, tranh ding tt da nghia, tir chuyén mén,... sé gay hiéu lam cho ngudi nghe. Bén canh 46, tinh 16 rang ddi hoi cha thé giao tiép biét dién dat r6 rang, khéng vong vo. Théng tin trong giao tiép phai dam bdo tinh chinh xdc, dugc phép sit dung. 1.1.3.5. Nguyén tac ngdn gon Trong giao tiép doi hoi cdc chu thé khi tham gia giao tiép phai cht y cach str dung cau va cdc thanh phan bé nghia trong cau. Dién dat dai dong, vong vo sé lam gidm himg thu cua ngudi nghe va anh hung dén két qua ciia cugc giao tiép. Trong giao tiép, viéc trao déi thong tin phai duge dién ra theo hai chiéu. Chinh vi vay, ban can nhé rang: :NT OA" aS - “EERIE KV NANG GIAO TIEP & THUYET TRINH, RONG KINH D' ~ Ban pha bit ting abe. Nehe he a ‘anh eR audi néi dé hiéu hét duge nse quan “oe nate mie tam nguyén vong cia déi tae. Tir dO eo thé hieu U9 en h ‘ V8 66 dug nhimg théng tin chinh xc dé dura ra nhing quyet dinh hop ly, - Ban phai trao ddi voi di tic mot ciich chan that, thang thiy Noi phai hét y, ngin gon, 10 rang voi thai en) ton, gian dj va li su, tao thién cam trong giao tiép va the hién 16 cho déi tac hig nhimg mong muén va myc dich ctia minh. Tranh nhiing 19) 4 méap m6, thé tuc, xuic pham lin nhau, gay ra su nham lan, ac¢ a i tha han. Khi giao tiép can phai huéng tap trung vao sy kign, vi, van dé ohir khong phai tap trang vao con ngudi, khéng phaj 4; trich y kién hodic phé phan cd nhan. Tuy nhién, phai nam bat ti i nhimg gi cé nhan ho nghi va cam nhan thay. % 1.1.4. Chie ning cia giao tiép Giao tiép 06 vai tro to 1én nhw vay béi vi n6 thyc hién nhid chit nang quan trong khac nhau. CO thé chia cdc chitc nin: if thanh 2 nhém chire ning: nhém chic nang thuan tay x4 bt ey nhém chitc nang tam ly xa hdi. vi 1.1.4.1. Nhém chite nang x hoi * Chite nding thong tinKY NANG GIAO TEP & THUYET TRINH TRONG YI WHE > DOA\ Vi du: Truong phong bao cdo két qua ctia budi lam vige theo sur ty quyén giam déc; Gidm déc dua ra nhiing chi thi méi cho th ky _lanhitng cudge giao tiép cé chire nang thong tin, 7 * Chite nang diéu khién Chire nang digu khién duge thé hién & khia canh anh huéng tac dong qua lai cla giao tiép. ‘Trong giao tiép, chting ta anh hudng, tac dong dén ngudi khdc va nguge lai, ching ta cing bj anh hung, tac dong tr lai thong qua nhiéu hinh thite kh4c nhau nh 4m thi, thuyét phuc, bat chuéc,... Mue dich ctia giao tiép la nhim lam thay d6i nhan thitc, thai d6, hanh vi va hanh d6ng cia ca nhan trong hoat dong cu thé. Chinh vi vay, chire nang diéu khién 14 mét chtre nang rat quan trong trong giao tiép. Thur chat ciia qué trinh quan tri chinh 14 qua trinh thong tin vi moi quyét dinh quan tri déu phai trai qua qua trinh trao di, thu thap thong tin dé phan tich va thong qua qué trinh giao tiép trao adi thong tin dé dua quyét dinh toi déi tong thu thi. Qué trinh giao tigp dua quyét dinh dén d6i tuong thu thi thé hién chitc nang digu khién cla giao tiép vi néu khong cé qué trinh giao tiép, cdc tac déng didu khién sé khéng duge thyc hién. * Chie ning phoi hop - Trong mét t6 chit thuong c6 nhigu bé phan voi cac chite nang, nhiém vu khdc nhau. Va dé cho t6 chite dé hoat dng hiéu qua thi cdc b6 phan, cdc thanh vién trong t8 chire can duge phdi hop hoat dng mét cach nhip nhang. Day chinh 1a mot noi dung cla cong tae diéu hanh trong quan tri va khong con cach nao khde né phai duge thuc hién thong qua giao tiép. Su phoi hop thong qua giao tiép co thé la qua trinh giao tiép theo chigu doc tir trén xudng va tir dudi én va cting cé thé la giao tiép theo chiéu ngang gitta cde bd phan véinhau. Ho tiép xtic voi nhau d@ trao déi, ban bac, phan bd quy trinh, cach thirc thye hién céng viéc cho tig b6 phan, timg DANH Sms“NANG GIAO TIEP & THUYET TRINH TRONG KINH DOANH “\S ngudi trong t6 chire thong qua nhiing “tin hiéu” dé Phéj he d6ng hiéu qua, thong nhat. Sy M6t chién dich marketing dugc thyc hién néy nhu khén, doa stt phdi hop véi cac b6 phan khac nhu b6 phan sn xuat, taj Bc itd thi khéng thé dat duoc higu qua cao. Chang han nhu hig a ‘a marketing nay kich thich ngudi tiéu ding mua san phdm hun “eh a0 phan san xudt khong dip img dui thi sé lai phan tae dung. y 8b, my b6 phan marketing phdi hgp duge véi cac b6 phan khde, buge ne C6 su trao déi théng tin thong qua cdc hoat déng giao tig, ai cli * Chive nang kich thich dor Trong qué trinh giao tiép, con ngudi khéng chi truydn tn vac théng tin t6i nhau hay diéu khién, phéi hop hanh dong ma a a tao ra nhiing tin hiéu mang dén cho déi phuong cam xii kick " thich hanh dng. Nhiing kich thich nay cé thé duéj ¢ tin higu vat chat hay tinh thai nhiing kich thich va loi ich thi hoat déng. Hay trong qué tri fic day nhiing doanh nhan tier cyy Ma van dung kich thich vat cha inh quan ly, nha quan tri khéng ch LC t nhw tién thuéng, phan thuéng,, than nh d6ng vién, Khuyén khich, n 1a nhitng 131 néi thé hién sy quan khen ngoi hay chi don thud; n co ‘a kip thoi, mot 14 + CO thé lam cho ngudi 6 vi > Dgudi lao dong can bidt su dinh gi 14 ién vao bang dinh gid céng viéc. Mt 2Adong cing can duge théng tin vé tinh hinh kinh ty. Boi dé la cho dya cua cudc séng va su nghiép t cdc muc tiéu ngan han va trung han cing nhu ty. Chia sé nhiing théng tin voi ngudi nhan thire 16 va phan dau vi Nguoi lao goanh cua cong ty. cia ho- Ho can bid tam phin twong Jai cua cong Jao dong sé lam ho thém tin tong, myc teu cua cng ty. Ot t6 chute chia sé muc dich kinh doanh téi cdc do dé ho pho bién rng rai t6i ting ngudi lao g tich cue trong viéc gitp ho huéng yao tat ca cdc hoat dong cla timg phong, ban tdi timg cA nhan. Cac ca nhan, cac bd phan biét rd nhigm vu minh can lam, vai tro cla minh, ctia bo phan minh trong t6 chite mot cach ro rang thi ho sé co no lye phan ddu tot hon. Trong giao tiép ban hang cting vay, néu giao tiép voi khach hang tot, danh ding vao tim ly va sé thich cia ho thi c6 thé kich thich ho stt dung san pham, dich vy cla doanh nghiép. 1.1.4.2. Nhém chie nang tam ly * Chire nang tgo lap méi quan hé g chi 1a hin thite bigu hign méi quan hé gitra ma con 1a binh thire a8 con nguoi thiét 6i quan hé dai Tinre té 1a khim cap quan ly va sau dong, didu d6 sé 6 tac dun} Giao tiép khén| con ngudi voi con ngudi, lpicde moi quan he méi, phat trién va cung cé cac mi 6, Vide tiép xite, SP. go nhau 1a sir khoi dau cita cdc méi quan hé, va viée gitt gin cdc méi quan hé thong qua cAc hoat dong lién kétla rat quan trong. Va dac biét trong digu kién kinh doanh o Viet Nam va cée nube chau A, co duge cde méi quan hé tt 1a mot trong nhig nhan t6 quan trong nhat dem lai su thanh cong. * Clute nang can bang cam xtc Cam xe ciia con ngudt rat phite tap va luén ¢ Nhimg “hi, n6, 4i, 6” déu bée phat mét cach ty ahién An duge bée 16- ya la nhu cau 25.Mmmm KY Ary > GIAO THEP & THUYET TRINH RO" i he sé nhan d Mong mudn duge chia sé, Niém vur 0 7 ch di m6t niza théng qua viee tip XU s ey i re |, Can nghigp. Caing chinh nhé su dong cm. Tome ho atm he nhau mii cude séng dutng nhu aroi dep hon. y Y ui séng cil ong co} 66 don trong doi séng cing ahu te i " cl ” at Diy 1a mot chire nang ma trong kinh de 6 meat éi¥ age Cua chinh Ming a! 3 h 1 > bit phai cha y. : cus * Chite nang phat trién nan cach a ss Vé ban chit, nhércé giao tigp ma con ngUET co a tham ae nome: sao cho d6i tac c6 durge didu ho can nhung han hing thiét hai cho minh. mot ca né lau dai. thi sé vo cul dung mot cac! nhu thang curong” ché duge toi dan! - Giao tiép kiéu thua - thua chiéu huong giao tiép trong loai hinh nay. Dé la, khi ca hai bén tién hanh giao tiép déu nhan dinh rang Igi ich cia minh “thet mot chut cing khéng sao”. Tic la ho déu nhin nhuong nhung rét cuc khong dat duge két qua gi vi d6i bén cing e ngai aé nghi vi sy di tac tir chdi. Chiéu huéng thir hai d6 1a ca hai bén déu 4p dung hinh thite thang - thua dé giao tiép voi nhau. Déi bén déu kién quyét gitt lap trrmg mét cach c6 hu va muén chi co minh duge loi con bat chap bén kia thiét hai ra sao. Két qua la khong ai chiu nhudng ai va ca hai bén déu nhan thua thiét khi giao tiép tro nén cing thang va khong dat duoc thanh c6ng. Tom lai, 06 rat nhiéu cach phan loai loai hinh giao tiép. Chinh vi vay, nha quan trj gidi can phai biét van dung nhimg ky nang giao tigp xuat sic cia minh khi giao tiép nhaim tao ra m6t mdi trudng giao tiép cdi mé, chan tinh, thién cam trong bat cit tinh huéng nao. C6 haiot homens KV NANG @1a0 TEP & THUVET TRINH TRONS KINH DOANH 1G GIAO TIEP giao tiép 1.2. chu TRUC CUA HOAT BON 1.241 Qua trinh truyén thong OMEN © es mang thong tin Va ¥ trong 1 ve t tao ai Ong HOME HN VEY THOME Ur py, res Nb ign quan den ngudi gti trays "tui nhan (Quan d6i Hoa Ky, logy. nay sang ngudi khde, thdng tin hoje eam gic Truyén thong higu qu x8 ra tin chinh xée hose ¥ wrong mi neweT S” Nain ci qua rin tym thon li rat quan trong bai yj ‘chinh [a huan Iuyén vien, digu phi, tr vin, dh sid, va gid ih sudt qué trinh nay. ‘po Ia chudi hiéu biet tich hop cde thing itn ca mt tobe tr trén xUONS dud, tir dudi én trén va trys, niy sang bén kia. ty new nbn (Quan d chi kh ngudi nb hig dupe, soi giri dy dinh chuyén 14, gi ‘Trong euge song, ching t2 phi thuong xuyén giao tiép, tig nbn va ‘ruyén tai thong tin, Tuy nhién, qua trinh trao di thong finkhéng phi be ndo cing thong suot. Ching (2 van thurimg ng thay nhiing cu “em/anh/6i ott tudng Ha...”, d6 chinh 1a sy big hién cia aig tre tc trong giao tip. DE khdc phy tinh tray ny, nguditham gia qué tinh giao tiép en higu 10 qué tinh ta di thong tin trong giao tiép. 6 day chting ta sé phan ra thanh bai thé loai giao tip: giao tiép trao 46i thdng tin gitta cdc ed nhin vi sino tip tao di thng tin trong t6 chitc. 1.2.41. Qué trink truyén thing gitta cic ed nhén 1.2.1:1.1. M6 hinh qué wink truyén thong gifta cdc cd nhan Giao tiép 18 qué trinh théng tin hai chiéu, tire 14 khéng ¢6 sy phan cue gitta m6t bén chi phat tin, tin higu, mt bén chi nhén tn hay tin higu ma cd hai chd thé phat tin va d6i twong nhgn tin dea thuéng xuyén d6i vai cho nhau. Khi d6i tong nin tin dua 7 nhimg thong tin phan hi tir nhimng théng tin ban dau ho tiép nhdt 3 KPNANG GIAO Ep & THUY! Er TRINH RONG KIN ngudi phat tin v4 a do ro thanh ng nl 1 da doi vai tO H ji wgne 5 di val we ae tin ban dau Tic MY Iai tro th gud PI oan mo j inh eruyen HOME trong i gay ngit > MA WO : I~ Cale you 10 san bine Hinh 1: M6 hinh truyén thong gitta ¢: n dinh nghia va xéc dinh céc yéu t6 quan trong théng (Cheney, 2011). Gsod6 nay ching ta thy ring qua trinh giao tcp truyén thong bao sid efing phai co it nhat hai cht the 18 nguol gti va nguéi hg, Ngudi gii bit dau giao tiép. Vi du, trong mot trugns hoe, neudi gir [i ngudi c6 nhu cau hofe mong muon truyén dat ¥ tuong hay khai nigm dén ngudi khéc. Ngudi nh@n la cée ca nhan ima thong digp dugc giri toi, Neudi giti ma hod y trong bing cdch chon tir, ky higu, hodc cit chi dé soan tin. Thong bio la két qua cia vige ma héa, c6 dang ng6n ngit bang lai, khng 16i hoc bing van bin, Thong digp duge giri qua méi truéng hoe kénb, nhu 1a nha cung cp dich vu truyén théng. Phuong tign 6 thé 1 cude tro chuyén trrc tiép, cude goi dign thoai, e-mail hoe bao cdo bing van ban, Ngudi nhan gidi ma théng digp nhn dugc vao théng tin 6 ¥ nghia, Nhigu la bat cit thir gi lam sai lgch thong digp nhur nhan thife khac nhau vé thong digp, rio cn ngén ngir, gidn doan, cm cA nhan Hinh 1 phan anh cia qua trinh tu 35oF °° © ©@}©. “ao tigp, vai tO cls NEU dy nh dt 6 lu thn id wh ngs we tn en nguvi git qui inh truyen thon tri truyén thom *8° «Ngo itt nog tt sinh cin phai ean nic va suy neh mt cach can ty ata tae dong nén dong co pha tien hs, ich va Iya chon nhime yeu 16 Tin guy dé thy hign vide truyén dat thong higu qua. Vi dy nby tye Taide clu hi: What? Why? When? Where? Who hay How’... xiediah mue dich ni dung, d6itomg cing nbur edch thite ty; tii thong tin 1 ngud nbn. Day I ye thigu vi gix tip king pha Fi hoat dng ty phat md nd duuge tién han dé ts ch tia min mg nu chu no di. igu nay c6 mghia Ki Kh, phi cit giao tiep la cb thé thoa min duge nhu céiu, nhumg né i phaomg ign dé dat duge nhu cau. = Mikia Trong pham vi cia nguéi gai, qué trinh mat héa phi diém rad aoe tics suy nghi, nhin thite hay y dng ctia ngudi gir mor, ad nen noi nbn thinh nhimg ky higu c6 hé théng ee nape dat cia minh, Hinh thire chinh eta vige gi Wi ndi, chit vigt hay dud dang phi ngon ngt: = Suy mgt giao tp, Ho sé phi % Zeae ¥ trong dat due cedin thiét dé dat bh do hy vo ca nhi we Kank truyen OMS Kénh 1a phu dp tng tn eb nhau, bao gém wv cée cude hop nh ong tign truyen ‘o ede thin vien cus je rruyén dat thor tinh, ba sm, mai Sieh, cdc hg thng Khen thurem hing va cdc bing hinh uy ahign, nhimg tho khong hinh dng dinh vé nhiamg chi tiéu va nhimg myc tiéu no o khong duge str bing sie im King hur nhimg quy thing cin theo dudi cing nhimg phuong php na dung li nhimg thr it nhieu hay hn th (é truyén thong digp cd thé rit quan Vige Iya chon kénh cy thé dé trong, 6 nhicu sy Iya chon, Doi voi phuong tign try é thong bang van ban, vi dy, phong quan ly ngudi hoc hoje thanh vien t6 chire khite cO thé lira chon tir 3Fch hunny: bio cio, bin tin, 94 ete bain ghi nbs, thir ti, 4 pang lei nO: icy Ha bao... Doi véi phurong tign truyen U bao gam cde cude hoi thogi ange Hep, dig thom, my ting niin, cae bain nhge’stide show, j= CAE Chi phi yd Sl bigu hign trén Khudn mgt, vj ari co th % 6 thé truyén tii thong digp. Con neuer t tin wn chon, Cé nba co nhigu khi nang nh thite duuge thong gn 4 Me Khi no phi hop voi niém tin, gid tr va niu edt tia ho (Key 2010), Khi khang c6 thong tin phin hoi xay Fa, quai trinh gig % sigo tigp mot chieu. Truyén thong hai chiéu xy f i n durge thong tin phan hai, 6 vat tim chi quan gee Wi gidi MA thong yoo” duge goi li oti truyén tai thang digp va nhan +* Nguoi nhin thong dip = Gi ma Sau qui trinh tigp nhdn thong digp tir ngudi giti, ngy sé phai gidi mi cdc thong digp dé cé the hie tigp din qua trinh giao tiép. Day 18 mOt qua trinh twang chin hur don gian nhung thyc ra rat phite tap béi vi n6 can pha cy hé chudn véi qué trinh ma hoa cua phia ngudi giti. Vi néy Khon duge gidi ma cing eich voi qué trinh ma héa cita neudi gig, thong digp rit e0 thé sé bj hiéu sai. = Nhin tite Quan nigm hay nhan thire cia con ngudi vé nhimg digu dug: truyén dat li rit quan trong. Khi d& duge gidi ma, céc thong diép sé duge nhan thite, duge gidi thich theo tur duy ciia ngudi nhind! ‘tr dé nban thirc duge cic ¥ tuéng truyén dat. Ma tr duy cia mi ngubi Iai 6 thé khée nhau nén nhiing théng tin khong diy di €6 thé din dén cée nbn thite khae nhau, - Thong tin phan héi La nhiing thong digp phan hoi ciia nguési nha tin tre Iai ddiv® 38: yNANG GIAO TEP BO van phan hi nay cf the 06 thé duage bieu sri tin ce in cy sn nig Ce ikl. Vi du nue thOnes UD APY nai can cee ane dane im nay Khon” thong in pan HOLA = ah hoe ein the mot cans phi neo not ci te hoi fa rat quan trong dé hoan oh Thong. tin phi ne én vi neu kh og ih wo te 7 ne al dn st khong xac djnh aa go i se Hine ei Perna nn thc hay cera. Ma wor ira gp nin phic dip, cho phep never truyen d ae ‘ ah renting digp dd c6 cuege Hep nin ding din kh ; ai dirk yy khong? in ene nhing hung img nhur di dir kién hay khong tao ra duge nhimg hudng , d8 dat duge cae © 2 chi bidt cdch gui c duge nhiing suy nghi, nhimg ¥ tong, nhimg ur gt da ng co thong tin phan hoi thi duce ong un da toi tin phan hdi tao ra mot ?C6 ‘ao tiép higu qua, nguoi tham thong digp, ma con cin Nhu v gia giao tiep Khon, tan dung, Khai thi r cam gic cia nguréi nghe trong qué trinh giao tiep. + Céc yéu tb anh huring/ Nhiéw Lacie yéu té gay tée dng hode anh huang 16 tat ea cde yéu 16 tham gia vio qua trinh truyén thong. Cac yéu 16 anh hudng nay c thé ld mang tinh tich eye, vi dy nhu khong khi vui vé hay thai tiét dep hogc su théng suét ctia kénh truyén,... gitip qua trinh truyén thong git nguéi gti va ngwai nhdn duge thuan Igi va higu qua hom. Mit khdc, cae yéu t6 anh hung nay cing c6 thé mang tinh tigu cyc, 4 rio can t6i qua trinh truyén thong gitta cae c4 nhan, duge goi la nhigu, _ Nhiéu duge xem li tit ca cde yéu 16 gay anh huéng dén qua tri truyén thong giao tiép. Hay néi céch khée, nhigu 1a nhing yeu 10 cin tro vige trao doi théng tin, lim hiéu khong ding vé Ji nehia cia bin thong digp. Bat ky van dé nio trong nhing yéu Ay €6 thé lim gidm higu qua truyén théng (Keyton, 2011), 39{SEES KY NANG @1a0 rep & THUYETTRINH TRONS AN DOANH hur vay, mhiéu c6 thé tie done 10 ngudi ei, thong truyén hay ngudi nhén. ci kent - an thong dep Cie kénk - ban thong digp Hinh 2: Sy anh budng cia nhigu. 1.2.1.1.2. Hoan thign qué trink truyén tin gitta céc cé nh ‘Nur chting ta da thay, qué trinh truyén tin gitta cdc c& nha oj syrah huing ci rt nhiéu yéu 16. Tuy vay, qua trinh truydn urge thyc hign gitta con ngudi v6i con ngudi. Do dé, dé nang : higu qua cia qua tri truyén tin, yéu t con ngudi vin ta im trong nhat bai Ié khi c6 day dit cdc phurong ti¢n nhung con ten chi lim sai Igh thi qua trnh thong tin s& khong higu qua, Ngo ra ci yéu 16 niu téc dOng len qué trinh giao tiép can duge kién ee duge higu qua cia qua trinh giao tiép, Pia niy ching tap trung vao xem xét cfc yéu cau d6i véi ngud vd ngudi nhén tin, yeu cau dor vor neu gi * Doi vbi nguedi git tin é dim bio higu qui cia qué trinh giao tig ; I qué trinh ig di phat tin cs ‘@p trung vio cée khia canh sau: te Kea, ‘e dinh r5 ni dung cin truyén dat ld cai gi (What?) rains 18 INH DOANH ass iqpnianc e1no née & THU ane vay, néu ching noi ma khong bict minh dang ppao a CONE Wg dat durge hig aus OMe, no tgp. Dac bist ith mS na hr wiam an DO PY cude giao tiép bi ong ki doa nan b,n01 dune jn aruyen dat cang tra nen 4 ch, di thang vio van dé Jan gon, xtic tl noi dung ai ruyén dat nh 1 biét 1 muc dich cha 1. Vi chi khi biét myc dich cla vige fhong tin la C Nr mmi c6 thé danh gid durge vige euyen tin co hi tra Loi durge vige wruyén dat qrayén tin ching qua hay khong. _Tim hiéu xem nim thong, ge aage truyen dat cho ai (0?) Hiéu ro duge 6i tugng nhan tin sé gitip cho ngudi phat tin chon ge bign php ma hoa phi hop. Ia durge kénh cling nh noi dung ‘hon digp co phit hap. Cac kha eanh an tim hiéu 6 day bao gom cde loi ich va nhu cu cla gi wong, thé manh, thé yéu ctia ho, cae phan img c6 thé cita ho sau khi nbn tin, trinh do nh thite cua ho, tham chica de tinh cf nha, trang that tam IY cua ho. Lau y, nhigu Khi trong kinh doanh chang ta se thay c6 sur khae bigt gidta ngudi in duoe truyén dat vi ngu’i s@ duge truyén dat, Doanh nghig mun truyén dat t6i khéch hing ef thong digp vé chat lungng hang nda t6t, xudt xir chdu Au nhung ho c6 thé truyén nhimg thong diép nay théng qua hé théng dai ly dé rdi sau do cdc thong digp sé den vi khvich hang. Trong nhing trudng hop nur vay, vide xac dinh ai cin truyén, ai duge truyén va céng te chnan bj phuong thite can duge chi ¥. digp can duge truy’ &n dat cho ai va - Tra I6i khi nao thi can truyén dat cdc thong digp (When?)Riper 5 Giao TEP & THUYETT! ; chinh thire khac pigu truong hop. 1 we a er phat huy ¢@ nhirr Gaal sau dO chinh thie hoa thong tin sau thong qua ¢ noe thong tin chinh thie. / 1.2.2. Cac phuong tién giao tiep ng nhimg phuong u, con ngudi phai str du tiép. Cac phuong pé giao tigp voi nha hia thanh hai nhom chinh: tign nhat dinh, got le phuong tign giao rit phong pha, da dang, nhumg co the ¢ ngon ngit va phi ngon ngit. 1.2.2.1. Giao tiép bang ngén ngit 1.2.2.1. Khai niém giao tiép bang Giao tiep bang ngon ngit la qua trinh con nguai sit dung mot thir tiéng nao do dé giao tiép va tu duy. Giao tiép bang ngon ngit duege thé hién thong qua Iai noi va chit viet. _Ngon ngit 14 phuong ti¢n giao tiép chi yeu cia con ngudi. Bing ng6n ngif, chting ta co thé truyén di mot cach chinh xdc bat ky mét logi thong tin nao, cd thé dién ta tam trang, tinh cam, miéu ta haoh dong hay sy vat. Ng6n ngit duge str dung trong giao tiép bao gm ngén ngit noi va ngon ngit viet. én nay ngon ngit * Noi dung ciia ng6n ngit ‘ Tie la nghia ciia tir ngir ma ching ta ndi hay viet, ¥ ma ching mudn chuyén dén ngudi nghe hay ngudi doc. a Katich ie ch Levent Noi dung cia ngén ngir cé hai khia canh: khach quan va chu quan. Khi A fhe at x dine canh khach quan biéu hién & ché, tir Juén co nghia xac i. ie an phy thude vao ¥ muon cia chung ta. Mi tir hode cum ie - ling. dé chi ra mét sy vat, bign tugng hoac mot loat s vat. én tugng nao dé, Do dé, ching ta khong thé dig tir “tam ly" de 33.APAEEEEE KY NANG GAO TIE a THUYET TRINH RONG KN DOI SS ane ciao Tie & THUYET TRINH IH DOANS commas thiet yéu cia sy thong hiéu 0 xée diing ¥ nghia cia n6. dinh. Noi cach kh, @ con mang tinh tinh hudng ao tgp, ching ta c6 the EUG bin trong ning gig ty ng gi HED Ia ding tr py N, chug, mt tired thé c6 vai nghia khie Thay, thé, 6 huimg durge ding voi mt yyy mgt mie d6 ndo 46, ng6n nat cia cop 3. Cho néa, néu Khong nim duge tinh pS hig sai y cia nguéi khic, Mong Khia conh chi quan tong noi dung ella ng6n net durge tha pi, 6 chd, ngdn nei duge ching ta ding dé truyén ti ¥ cia gp minh, ne ef ahin, Nbigu Kh ¥ ny Khong tring v6 yi chinh xéc, nghia t : han, nguoi khch ma ban dang ti bt quat lén cho mat nhumg Iai n6i Iai Haz ci ar ci t, cia cau ma ching ta ding, Ch. cam thdy n6 san i”. Hon ni, cing mt tt, mt cu 6 thé gay ra nhgg phan img, nhimg cm xic khong gidng nhau 6 nhing nguéi ke hau. Vi dy, ti “hing dém” déi v6i ai chua mua phai logi hing nay sé khong gay ra nhimg cim xii tiéu ee ging nhu 6 nhing hich hing df mua aham phai loai hang d6. Ciing giéng nu vi ngay wrong mot nhém nguei, di khi cing e6 nhimg quy dinh j nghia riéng cho mét ca rigng cho mot sO tép hgp tt. Tiéng “Ing” lé mt vi dy. M3i hin, méi nhém nguéi tir cOng ding dja phuong dén ding cdp din te déu cé nhimg sie thai riéng trong cach sir dung ngén ngi, Trong giao tiép, hiéu duge ¥ lin nhan li co sé ctia sur hiéu biét ‘hau, sy d6ng cim git céc cé nhan tham gia giao tiép. 1.22.12 Phong edch ngén ngit Pi cach xu a nee ; : bs be ‘gon ngtt durge thé hign qua 16i néi, 16i viét, tte It i tr mgt dé dién dat ¥ trong giao tiép. Co nhiéu phong hau ty theo tinh hudng giao tiép ma ching zach ngon ngir cho phit hyp. son durge goi la 16i ndi co gid) 1a ndi thing, v 7 cua minh, céi minh mudn, minh cin, cai 1g quanh ei? ea uu diém [a tie 9 i r Noi thing ig higu duge ¥ cia newoi noi, newdi vit, te théng tin. Tuy nhién, trong nhiéu tinh thigu té nhi va Lam ddi tugng kho chju, khé chip ud a ching ta dura ra, nhat 1a khi théng tin d6 han thong UD doi. Nguoi ta ké ring, khi bée 1, khang vong véo. khong an ¥ t kigm duge thoi gian, va déi tng nghe khong mo su ma nguot pe eee es panh cho S. Freud - nha tam ly hoc kigt xuat, cha dé ctia 2 ae hoc - néi voi Freud ring éng ta mac bénh ung thu, thi ae “Ai cho dng quyén noi voi ti Freud di hét vio mat vi bie sy a nhu vay?”- . noi thing thong duge ding trong giao tiép gitta nhing ngvdi than trong gia dinh, ban bé than mat, trong tinh hudng edn sir ring hod thé hign sy kién quyét. Con trong giao tiép chinh thie, trong céc méi quan hé xA giao théng thutmg ngwbi ta sir dung I6i néi lich sy va 16i ndi an y. - Loi ne ich ste 6 16i n6i lich sy, ngwdi ta sir dung ngén tir hinh thai vi cdc ong tt, ménh dé tinh thai (vi vay con duge goi fa 16i ndi tinh thai), lam cho cae cm nghi, thai d6 duge biéu 16 mot céch nha nan, lich thigp. L6i ndi lich sir durge sir dung phé bién trong trong hop thong tin c6 thé gay cam xiic tigu cye 6 ngudi nhin.AIRE YANG OtAC THE A THUNETHRINR IONS AION, stdin id x Trogg giao ti hata Ati abiag ida min, ” psa en 4 ce 2 oa ge did Are Nest right a tag ta eas eA Niet ow a tds DRA ATE LG ng jg ain y a it BHISH HOEK LA UGG Vy ‘ it Ith, uti ds : My aadrgs 1 Whi AWE E80, tdi 9, seg wate, DO AL UAL ye eg Vi Age hide nbarns maui tin’ ‘ MM tig Lau ea NBENL NY pices oes baat gain gia WY RAE DN 5 al wake amas, DA ON spas ANE HAY AVAL UA oh ‘a obayee bud, chuy garda, chuygs _ inamehisnbing Klay et yang ke cARE ANT ARNT 6H HBRADE NTC ES tik, Ok pT AEN rhage ett, Naay cd (Tong thant tiet oy seoktneay aay liga ut, cy ary jn os wg eA ok QUAY CO RUTH A 68 Oy, demas RAN "AAW Bie” cho vai thurs bo KhSing BET gg abo BS Be padvn QUT Rigo, BNI NG by) Wn throng, cin, ply shen dt GODIN A AA Va AMA quad mhay cama, Theo gud page ctden Rhsoadan day whe gta ma mal va EVO MACAU hae Manta Ada ham thang fai ASng atau Dn Mina chin hooagund hdc Wi mgLANSE nda, NO Khdng dem Qe : —— si8ag) Sep and chi dem dén sq hin thi, xa inh ane sesh Chih Bay ba gma ma s Rdy linn theo aye Oi KhaySn eda MEE MHA giao tis ny we \ shou mai mong mg", & yet & THUYERTRINIE OS BE DONT —— yo o1ae ip phi gan ju le da gn can sgn awe eoE CO phuang tig phi yu 1H: EAT on ag ct ts, SN HE Khong en iy cone ETI ee ofa zone Mp Tage, 20% Wee av ets Heat went OEE eon Lar BN ws ign ah ade quent by pay’ the trons pa gh gia 4D PHL MOH AACE AE hing eh nde, add con CO the ign dat duge ¥ dd pis, Ng gio Hp gi ehh Jin nbuyen nda mgd ed dn thanby trong giao tgp. Vay gine: tiép phi Ado nygOn nytt co Any ns say Khdings 66 dine than aie gs © ats HUN Jo psd be tw? Treat cGy tae Cp etka nan Wels Y Ke Hp cna suet W phon! je Heo, Hh ngs co dan thank jit HW todin WO ce bd phn kien wo nen nga tir (verbal code), eb nghia Kh Khong ve hai kénh ngon my ‘age tir nygtr nburng, €6 the thuge ai wos i ngon thank, (non-voeal), No bao gdm cae amare dg, curds ds Ph = phi goin thank) thu again UF tang fig, HIRD AG. HUGE MY vai thuge ngdn ngit moi TE veal) va phi gn ngdn (phi ngdn tir = ngon thanh) ya cde yeu t6 ngoat ngdn (phi Ge ngdn ngte thin the nbwe ctr chi, Gn nad vat thé nbur do quan, trang ding nhir Khoang eich doi thoai, yau 16 — aia dict gino tigp | Mathingtin —o Nini Phingir énhtruydn Nada thank (Vocal) Naangon hing) | Ginogin. théngtin _ Phingén than (non vocal) ainginbatngid , Ngsingea_a KYNANG @1AO TIEP & THUYETTRINH TRONG KINH DOANH 58 1.2.2.2.1, Can ngon dip ni * Phat dm, giong néi, ~ Pheit dm ee aed 6i, vige ngués bing ngon ngit NO! rang hay khong, giong im, digu nay cting ©6 Trong giao ti chuan hay khéng, c6 10 thé ndo, téc d6 nhanh hay ¢ Fi dinh dén higu qui cua qué trinh giao tip. Trrde hét, phit dm Khong chu sé gay kho khan ho ney rnghe trong vigehiéu ¥ nghia ea 104 nO. thi chi hig gf Khong higu duge, dic bigt trone tnrdng hop ngudi ndi ya tee nighe tigp xie voi nhau lin dau. ty = Giong ndi Gigng noi Ki mot trong nhimg cach quan trong nhat gitip be gay an tugng voi ngudi Khée. Chuing ta c0 thé sit dung giong yy xT anu hit, gay t0 mé, gay se, ruyén cém himg, thuyét phye tim nhigu didu khée nia. Giong nei thung phan anh mt cdch chan that cam xii, jn, cim eta ngudi n6i, cho nén né cd site truyén cam to I6n. C6 ng 6 giong néi nhe nhing, dm ap, lam ngudi nghe cam thay tha mi, d& chu, C6 nguéi c6 giong ni r8 rang, dit Khodt, kam ngus rghe cam thay uy lye cia ho, mi Idi n6i ca ho nhur Ki mot mg nh phi tun thi. Neudi nghe thuong sé cim nhin nhu néo khi nghe thay giong 1ngi cia ban? cs sqnnic oumorieeBTHUVETARIITTGNS 8:COAre §n dé phd vies | = pe oy Py ng tng, chong ngop phn Kich, ttn ‘Tiu sinb lc, té nat charm hig | ta thu quyé dn, ivoanhhuing Cuyénuy, tho bao,xdcnuoe ang thang hodc khéu ggi | ng it Khost, King cong tin a Kg cc ch, kg csichusn bi Mh hidu 7 whamehén khong sinh dng Kring quyénuyhogcthiutinhrong | Nach, chit lan nat 7 ang thang, th Gonglanh ing E [ping (m,n. 6.20 jngrmil__ [ning aura ging ~The dé nbi, nhip 46 noi va cach nhan giong ‘roe 46, nhip 46 néi, cach nhin gigng cling c6 ¥ ngbia quan trong, Nén n6i nhanb hay cham cdn tay thuge vao tinh hudng eu thé, Tuy nhién, ni nhanh qué sé Kim ngudi nghe khé theo di, con ndi chm qué thi dé lam ngudi nghe ¢6 cam gide budn chan. Cing can phai chi ¥ dén ca nhip d6 nei, nén ndi hie tram, lic bong, 6 diam nhin thi méi hap dan ngudi nghe. Mét bai néi duge ch an bj cong phu, c6 ndi dung phong phi, nhung duge trinh bay boi mot giong déu déu, cham rai thi cing khong the hap din, 16i cuén. nguii nghe, ching khée ndo mot bite tranh ma khi xem, ngudi xem khéng c6 diém dé dimg mit. 9AQESESKINANG enone arnuvErTINH RONG KNICO) co nvr amin ri0s Giong néi, téc dé, nhip 46 ndi cla moi neu bGi nhing dic di tinh, edu tao thanh quain cia ng hi do méi truvmg ngén ngit bao quan ho tir khi cn au tha, Thu iy rén luyén ciing cé ¥ nghia quan trong. Vidu, mich Trung nhanh, cao va luyén rit nhigu khien cho apt khan khi nghe. Nhung que thoi gian (vi du sinh vien ra Ha Nay i Gp, cng tic), chat giong ctia ho da cham hon va nhe nhang j dé nghe hon nhiéu. mn, Niu vay, khi sir dung cde yéu t6 cn ngOn trong giag yg, ching ta can liu ¥ : = Tée d6 ndi can thich hgp. Khi cin dign dat mOt diém qua, trgng hay néi chim Iai, hay n6i nhanb hon khi ban muon ting thém sinh khi. = Can phai Néi l6n sé c6 thé t to, rd ring nhung tranh tra thinh “quat thio» cho ban nhiéu quyén uy hon. = Dimg néi thi thim hoje kim bam. - Sir dung thanh digu Linh hogt. Giong trim thuong duge dan si la tetin, uy quyén va cé anh huéng hon so véi nhling gui ej tng gigng cao, the thé. - Gigng digu phai thich hop véi tim trang (nig trang thi nh: bud, vui, ngae mhién hay hung phan,... déu e6 thé anh huéng dén gigng ndi). Khi gigng digu va Ii n6i khéng an khép, nguéi Khe s@ tin vio gigng digu hon chir khéng phai la Iai néi. - Hay nhan manh tai nhimg y quan trong. Siri ling trong kh ngit giong ciing ¢6 thé la mét cach higu quid thy hit src cia neu Kh. Vige ny c6 thé tgo ra cho gui néi met in wegng ty ti, dit khot va khong voi vang, hip tip. Trinh phat ra nhimg tir dém nhur ém, 6, a, ty i 60 Neoai nga” 1 Ngon ng thin thé sp, net mit, yt CHO am hon, Anh mat phan xem [a trang thai etta we ie ea inks em eu con Ag Ae va To Hing hay yén tam, Anh mit «i + oe muda, ¥ nahi ca newdt db thoai, Anh mit cho tet hn cua con ngudi ma ebm Th.con duimg cha chi bee ng. tin eam tinh tir moi thang ben ngodi 1A ma qua 46,080 1 ay, trong giao tigp, chiing ta nha thiet phi eee p bang mit. Nhumg sit dung mat nbur 1 dé khong don gin, Co cai nhin am thoai mai, gin giii, nhung cing co cai nhin sir dung mat c6 higu qua, ban ca uw ¥ mot ‘56 diém sau day: 4: Nhin thang vio ngudi déi thoai Cai nhin ty nhign, nhe nhing nhur bao gust ton DO con nguii 46i dign chis KhOng phai la nhin xeiy vao mot diém nao do tren ithuon mgt cia no. Co new, Khi tiep ste Wor ngudi khée, nhit fa thr not, thudmg khong biet nhin vao dau nén King ting; €6 ngudi thi lang tranh anh mitt cita nguai kha, nhin quanh, nhin lung tung. ‘Theo cae nha tim ly hoe, néu ban khong nhin thing vio newt khae thing co nghia nhur sau: ding true mat anh, ti chm thay yeti, thap kém hode so anh; Anh mat king trank thi co nghia cd digu khong muén dé anh biét, t0i dang gi A sy anh phat hign, t6i so tiép xiie anh mat cia anh, né Jam toi cam thay khong an toan,...; Com nin thing thi 6 nghia la: ai thye, thing thang véi anb, toi quang minh, chinh dai, dieu toi néi ka khong gid dOi, 1a chan thanh,... 210i diém diéu gi dé miSEER KY NANG @1A0 TIEP & THUYET TRINH TRONG KINH DOANH hin lang erinh throng eon nin th » ehinh ban trong kh Bud ja chin ban trong Khi gy , cai thigu thanh that hay thiéu GF thé hign syr ty tin, ngay thing et ngudi khic. + Khéng nin chim chi v0 1 Ching ta thudmg gap ah mit nin chim chi hay nbn. hima trong gino wigp. vege nin cium ch hhay nin chim ‘vio neudi kite gay cho ho cam Bie dang lo lang, kh6 chiy 5 herr ho 06 mot sai st, mor diem nao G6 khOng Binh thygy, ‘ dang bj ngudi ki soi mol. inh vi vy, e& nha tm Iy yg i inn eng ta Kong nén nin cm chi V8O COM Ng, mg, i mnémahin d6 vat no dé, vidy nhs mot bong hoa dep, m6t tc py righ thu. + Khéng nhin ngudi hoc khong them dé ¥ i nig ng o6 kién hire hoe cdc chinh tj gia hp ludn oy te kim ché, King ché duge nhimg xi cm, ty ‘cam cia minh, dé ching khong dé dang béc 1 ra bén ngodi li ‘inh hung dén vige giao tip voi ngudi xung quanh. Vigc bée Ij, hing tc ti, nin bang “nira con mat’, khiéu Khich, giéu cot hos coi thug trxée mot con ngudi hay sur vige ma chiing ta khong wy thich chi chimg 6 rang ching ta li m6t con ngudi hep hii, ich kj Cho nén, hay han ché t6 da nhiing anh mit mang tinh tigu oye 3 thé to duge mgt khéng khi dy thign cam hon Khi giao tip. i hy urd Khe Khée voi Anh mit coi thuéng, gigy % + Khéng dio mat hog dua mit lige nhin mét céch vung trém Trong, ia tiép xd giao, vige dio mit, dua mat nhin mét céch instr tring de xem i buh ed nhmg ng king es ie ee thiéu ding din, thim chi la gian x4o, d6i tr. Vi , chuyen voi nguéi Khéc mi ban mudn dura méit quan sit 0 spec 00 6 & THEE EONS 4 O0A00 cena vat kivie thi hay tién hanh mot edich te tir, yg, tran Jao mat hoac li¢e nha yng NEUE TT nnign, nly NhANs We nh dio mat hode iée nbanh vat ching ta sé thé hign dirge gy Fa Von. Co durge hr VA yg trom. CP actin cia ban thn chiing ta. + phim ca hai mat trude mat ngudi khie sai ke 10! (nhiim mot mit) hoae nhim ca hai mit higu ¥ nghia j. Vi vay, trude ddi trang khong phai ngudi than quen thi ching ta 1 & phuong Tay, nhing hanh dong hay ¢6 mot him 1 ma ay. Vi nhu Li nhing d6ng tac goi tinh, Net mat vat at bigu bin thai 9, cm xie efia con nguéi nhu: vui, udn, ngac nbién. So hai, tire gidin, dau kh hay ghé tom (ehé0, Nhing pigu cam khac nhau qua nét mat fa do nhimg sy ket hop khie nau vé vi tri clia mat, long may, mdi auy dinh Leonardo de inci timg n6i: “Khi ta khde, Tong may va migng thay déi kh iu ty theo nguyén nln kh6c”, Hay nbur khi ta bubn, Tong miy, wnat migng déu x¢ xuOng; Khi ngac nhién thi tit c& du cong len, ona, Chinh vi vay, nét mit cho ta biét tinh céch va trang thai cua con nguéi. Newoi v6 tu, lac quan, thi nét mat thueng vai ve, tuoi sing; con ngudi vat va, phai lo nghi nhiéu thi nét mat thudng cing thing, 2 l6ng may thong nhiu Iai Trong giao tiép, cling véi énh mat, ny cudi, nét mat 1 yéut6 thuing duge ngutdi khée chu ¥ quan sat. NO gop phan quan trong vio viée tao nén hinh anh, an tong ciia minh déi voi ngudi Khdc. - Nu wei Nu eudi li mot phurong tign giao tiép quan trong chira dung nhigu ni dung phong phi. Nu cudi khdng chi biéu hign thai d6, 63