- 1. GIAO TIP IN THOI HIU QU
2. Giao tip ging nh s tun hon ca mu trongc th Khng giao tip,
khng c kinh doanh Thng qua vic cung cp thng tin, phc p, cth thit lp
cc mc tiu v iu chnh hot ngca mnh thch ng vi mi trng bn ngoi. 3.
Giao tip s dng ngn ng Giao tip ming Giao tip bng vn bn Cc k nng
trnh by Giao tip khng s dng ngn ng C ch Ging ni Khong cch / thi
gian... 4. Hiu r mc ch ca nhng g m bn sp giao tip Chun b trc cn thn
cc S dng t ng quen thuc vi ngi nghe Hy lm cho nhng g m bn mun ni ph
hp vili ch ca ngi nghe To ra mt mi trng tip nhn phn hi Hy lng nghe
mt cch ch ng 5. Ch trng vo cng vic ch khng phi con ngi Ph hp M t ch
ng nh gi Coi trng gi tr C th, khng chung chung Lin kt ch ng ph v Dm
lm dm nhn 6. Chng ta giao tip nh th no How we communicate Nhng t ng
m chng ta s dngNgn tThe words we use C nhn Individual The words Cu
Sentences 7% Cch thc chng ta s dng ngn t Ging ni The way we use
them The voice Ging iu Tone cao thp Pitch38% Tc . Pace etcHnh viNgi
i din s quan st thyThe behavior What people see55% Thi Behavior iu
b c ch Body languagePAGE 7 7. Giao Tip Bng Ngn TVerbal
communicationCn cn nhc Considerations 2 Cch ni/ t ng chuyn mn, kh
hiuPhraseology / jargon Ni vi ging r rng, mch lcSpeak with a full
voice Lng nghe nhng g bn ang niListen to what you are saying Chn t
ng chnh xc, ph hpChoose the right words Thay i tc Change the speed
Thay i ging iu v cao thp ca ging niAlter the pitch and tone p dng
vic ngng ngh mt cch hiu quUse pauses for effect Thm cm xc vo trong
cu niAdd intensity. Hy nh: ging ni l phn tch ri khi t ngRemember:
The voice speaks apart from the wordsPAGE 8 8. Giao tip bng ngn
ngVerbal communicationHy nh: Remember: Vi ti, ni dung r rngnhng c
th khng r vingi khc What is clear to me may not be clear to
anyoneelseChnh v th s c s khc bittrong ni dung nhn cTherefore there
is a gap in what is received C mt khong cch gianhng iu ti mun ni
vnhng iu ti niThere is a gap between what I want to say andwhat I
said PAGE 9 9. CHM SC KHCH HNG MI 10. Khach Hang Mi Chm ScKhch Hng
Mi Cn Can ChNew customer care Marketing tools Thu thp thng tin v KH
mt cch h thngSystematically gather information about customers Gip
KH ci thin hiu bit ca h v cng ty v sn phm dch v ca cng tyImprove
customer knowledge about company and its services p dng nhng cng c
marketing u tinApply the first marketing tools in thoi bn hngPhone
sales Gi MailFreshness mailings PAGE 11 11. Knh thng tin The
communication channel100%Nhng iu g mun niWhat to sayNi nh th no How
to say it iu g ang c niWhat is saidNhng iu ang c nghe l g What is
heardNhng iu ang c lng nghe l g What is listened to Nhng iu c hiu l
gWhat is understoodiu g c chp nhn What is acceptediu g cn nhWhat is
remembered20% iu g c th c giao tip What can be communicatedNgi aNgi
nhn thng tinthng tin Transmitter ReceiverPAGE 12 12. Giao tiep
Communication Knh thng tin The communication channelYu t tc ng bn
ngoi Parasites M ho EncodedNhng vn Nhng vn lin quan n Tc ng vTc ng
v lin quan n cng vic thn kinh thn kinh cng viccn trao i
MentalMental cn trao iThe frame-workrack rack The frame-work of
references of referencesGii m DecodedYu t tc ng bn ngoi Parasites
PAGE 13 13. Ngi a Thng Tin The Transmitter Chun b ni dung thng tin
Prepares the message Chn cch thc truyn t thng tin Chooses the
method of delivery M ho thng tin cn ni Encodes the message Cht lng
Quality S lng Quantity Xc nh thi im ph hp Determines the right
destination ng ngi Right person ng thi im Right time ng a im Right
place.Ngi a Thng Tin l ngi khi xng cho hnh ng The Transmitter is
the field or initiator of action PAGE 14 14. Ngi Nhn Thng Tin The
Receiver m bo KH sn sng lng nghe Ensures availability Nhn thng tin
Receives the message Lng nghe thng tin Listens to the message Gii m
thng tin Decodes the message Tm tt li nhng thng tin chnh trao i vi
KH Reformulates for validation Trao i thng tin Exchanges
information. Ngi Nhn l ngi khi xng cho nhng hnh ng phn ng sau The
Receiver is the field or initiator of reaction PAGE 15 15. Ni dung
Cc nguyn tc The message some principlesMt s nguyn tc cn tun th Some
principles to follow Cn nhc ni dung (ci g cn ni) v cch thc truyn t
(truyn t nidung nh th no)Consider content (what to say) and form
(how to say it) R rng v sc tchMake it clear and concise Hy nh nguyn
tc KISS (Keep It So Simple)Remember the KISS Principle (Keep It So
Simple) i tng nhn thng tinTarget the receiver m bo ngi nhn thng tin
c th gii m ni dungEnsure the receiver can decode the message Theo
di ni dung giao tip thng qua ngi nhn thng tinFollow message through
to the receiver Ngn ng c th, ng tc h tr gii m ni dungAid decoding
of the message Chun b tr li liPrepare for response.PAGE 16 16. K
nng t cu hi c bn Basic questioning 3Cu hi mCu hi ngOpen
QuestionsClosed Questions Ci g What Do Ti sao Why DidC/ Have Khi no
When Can Khng Nh th no How Are u Where Shall Ai Who+ Thu thp nhiu
thng tin + D tr liEngages rich information Easy to answer+ D dng
chuyn sang cu hi khc + V tr r rngEasy to connect other questions
Clarifies position- Ri ro dn n kha cuc ni chuyn/trao i vi KH- Thng
tin km cht lng Vague risk of blockingPoor quality of
informationPAGE 17 17. Bn c th on c cu tr li trc khi t mt cu hi CU
HI MCU HI NG1) Khm ph b rng v chiu1)Tit kim thi giansu ca cc thng
tin tim n.2) Cho php ngi tcu hi2) i hi ngi t cu hikim sot c cu hi v
cuphi c cc k nngtr li.3) Cho php ngi hi bit c 3) Tm ra c thng tincm
nhn v thng tin chnh xc v ng tin cy 18. ng cho bt k thnh gi no chim
ht sch ca bn hoc chuyn mt cu hi thnhmt cuc tranh lun gay gt Tr li
thng thng vi nhng cu hi nh ng tr li nhng g m ngi khc khnghi Hy ni
Cu hi cui cng kt thc buini chuyn 19. Chun b ng ph vi cc cu hi. D
kin cc cu hi c th b hi Lng nghe cn thn, lp li hay lm r cu hi chc
rng hiu r cu hi Cm n ngi t cu hi Tr li r rng v i vo vn Tr li cho tt
c ngi nghe 20. Tm quan trng ca vic lng nghe Importance of listening
Hiu c gi tr ca thng tinGains valuable information em n cho bn c hi
nghe lp trng/ kin ca ngi khcGives you the opportunity to hear the
other personsposition / views Cho bn c thi gian chun b nh hng cc cu
hi ca bnAllows you time to plan your questioning structure Cho bn
thi gian chun b cu tr li ca bnAllows you time to formulate your
response Trnh vic buc ming ni ra thng tinAvoids blurting out
information m bo vic thng tin giao tip 2 chiuEnsures two way
communication Cng c c hi ca bn t thnh cngEnhances your chances of
success. Vic lng nghe gp 2 ln vic bn niListen twice as much as you
speak! PAGE 21 21. Lng nghe tch ccActive listening 3Lng nghe vi
quan im hiuhn l hnh ngListen with a view to understand rather than
with a view toreact. Hiu, cm nhn Acknowledge Ghi ch Take notes S
dng nhng t chnh m KH dng Use key words the customer uses Tm tt li
ni dung Summarize Khng ct ngang li ngi ni Dont interruptVic lng
nghe gp 2 ln vic bn niListen twice as much as you speak! PAGE 22
22. CC BC THC HINCho sn Kim traGhi chpCm nKim tra 6 thng tin Cho hi
Trnh by Phm/5 thng tin 7 khch1 thng tin23 4 Khch hng l do Chng Khch
khch hngtrn D LiUtrnhhnghng 23 23. Nhng khch hng ln c trong danh
sch ct mc tiu tip cn v kho st thng tin. L cc cng ty ln c nhu cu dch
vMarketing, pht trin thng hiu, sn phm. L cc cng ty c th tip cn c vi
phngban, c nhn lin quan n vic quyt nh muadch v Marketing ca GRT. 24
24. Cch giao tip qua in thoi Gi in thoi , cho khch , gii thiu l i
din pht trin th trng goi t vn phng ca cng ty Nn Tng ti H Ni,hi thng
tin gp trng phng Marketing hoc ngh l tn xin ni my n phng Marketing.
Nu l do gp ngi i din : Cng ty mun c gii thiu cc sn phm dch v ca cng
ty GRT ti qu doanh nghip v xin c gp ngi i din lin quan n lnh vc ny.
Cng ty ca Anh/Ch hin ti ang kinh doanh lnh vc hng ha, cc Anh/Ch
thng xuyn c cc hot ng pht trin th trng cho thng hiu v sn phm ca cng
ty, v vy xin Anh/ Chi danh cho 15 trao i gii thiu v knh thng tin sn
phm dch v ny. 25 25. Cch thc hin gi in thoi Gii thiu dch v
Marketing ca GRT c th cung cp : pht t ri, cchot ng pht trin th
trng, t chc s kin, chm im trng byhng ha ti cc shop,Lu : da vo cc
thng tin thu nhn ckhi trao i vi khch hng trc a ra mt s sn phm dch
vph hp ( Thng tin chuyn ti ngn gn, trng tm, trnh mt thi gianca khch
hng) . Nu khch hng cn thng tin thm v dch v, ngay khi gi in thoicha
c thng tin trao i th xin s t di ng ca khch , xin ach email, ngh cuc
gp trc tip c trao i cuh th hn ( nuc)=> nu khch hng sn sngcho cuc
gp tip theo=> nhnthy tn hiu thin ch ca khch hng. Cp nht, ghi chp
li cc kt qu , thng tin v khch hng sau micuc goi in thoi. Ln k hoch
tip theo vi tng khch hng c th. 26. Lng nghe v x l tnh hung phn i (
Nu c )Bn s lm g khi nghe kin phn i ca khch hng ? Khng nn phn i, phn
bua hay ng vi phn ng ca khch hng. Nghe v t thi thng cm ghi nhn kin
Gim bt thi gian nghe khch hng ni bng cch xin li nu lm phinv xin a
ch email ca khch hng gi thng tin khch hng tham kho. Nu khch hng thc
s khng thin ch, khng cung cp thng tin, khngnn c gng giao tip lc ny
m cho tm bit khch hng Nu Anh/Chang bn, ti s lin lc li vi Anh/Ch vo
dip khc. Cm n Anh/Ch dnh thi gian nghe in thoi. Hn gp li Anh/Ch 27
27. V cui cng And finally Khng c g khng th thc hinv vic qu kh m do
chngta khng dm lm. Bi v chng ta khng dmlm, nn c nhiu vic qu khxy ra
n vi chng taIt is not because it is difficult that we do not
dare.But because we do not dare, many things seem to
usdifficult!Seneque PAGE 28
