May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 1 IHC HARVARD T in nng lc V i e t n a m e s e b y M i n h K h a i H o a n g May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 2 Phn 1. MT S KHI NIM TNG QUAN 1.Nng lc l g? Nnglc,mttrongnhngthutngchungnht,l"th"mmtcnhnphith hin v chngminhnchiu qu trong cng vic, vai tr,chcnng, hoc nhim v ca bn thn. Nhng "iu ny" c th bao gm c cc hnh vi cng vic c lin quan (nhng g m mt ngi ni hoc lm c kt qu khi thc hin d tt haykhng tt), ng lc (lm th no mt ngi cm thy tt v mt cng vic,tchc,hocvtrm anh ta ang m nhn), v kin thckthut/knng(nhng gmtngibit/sdng cvcngngh,mtngh chuynmn,thtc,mtcng vic,mttchc,vv.)Nng lc c xc nh thng qua cc nghin cu v cng vic v vai tr ca c nhn. 2.Nng lc v hiu sut pht trin / qun l Trongnhngnmquahiuququnlcphttrinctnhchtvphng php tip cn da trn kt qu n cung cp khngch tp trung pht trin xy dng v hnh vi vphng php tip cn nhm cng nhn s cn thit v cung cp cho c nhn thng tin phn hi v trch nhim cng vic / mc tiu cng nh nng lc hayhnhvicah.cpcnhntptrungvonnglclschophpmi ngi c mt vai tr ch ng trong vic pht trin bn thn bng cch cung cp cho hnhnghngdnthayivhnhvi.cptchctptrungvonnglc pht trin hot ng / qun l cho php chng ta sp xp hiu sut c nhn vi cc gi Theo quan im ca nhng nh tm l hc Nng lc l tng hp cc cim,thuctnhtmlcacnhnphhpviyucuc trng ca mt hot ng, nht nh nhm m bo cho hot ng thiuqucao.Ccnnglchnhthnhtrncscacct cht t nhin ca c nhn ni ng vai tr quan trng, nng lc ca conngikhngphihontonotnhinmc,phnlndo cng tc, do tp luyn m c. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 3 tr v chin lc trong khi ti a ha hiu sut c nhn trong vic theo ui cc mc tiu v hnh vi lin quan n cng vic c th. Hiu sut c th c nh gi theo nng lc. Cc php o sau s c s dng thc hin vic tuyn dng, bt, v quyt nh vic o to pht trin nhn s. Vic s dng v tp trung pht trin cc nng lc ct li mang li thnh cng quan trng cho nhiu trng i hc v cct chc tri qua nhng thayinhanh chng v mnh m trong cc thp k gn y. 3.Ti phi lm g vi tt c nhng nng lc? Nh cch bn ang xem xt nng lc ca chnh mnh, xin nh rng nng lc gip m t " nh th no" m cng vic c thc hin ( bng cch s dng cc kin thc , k nngvkhnng).Nnglcidinchomtthquantrngnhtcanhngqu trnh.Chngkhngmt"cig"cthchinvktqu,trchnhim,phn phi , hoc mc tiu c th . Nng lc c s dng lp k hoch, hng dn, v pht trin cchnh vi/ hot ng . Mc tiu ca bn trong vic s dnghng dn nykhngphilchnnhiunnglcnhtcthmcthpdngchocng vic ca bn . iu quan trng l tp trung vo t 8-10 ( khng c con sno k diu hn ) nng lc quan trng nht v l nng lc khun kh / m hnh , sau thu hp nhng xung con s t 3-5 s dng trong pht trin hot ng / qun l ca mnh . Khi la chn nhng t 3-5 nng lc quan trng, mt s thc hnh tt l chn mt vi nng lc no l nhng im mnh quan trng ( da trn mc tiu ca bn ) , tip tc xy dngv pht trin. Ngoi ra, bn chn thm mt vi nng lc c th cphttrin.iunycungscpscnbnggiascmnhvnhucupht trin ca bn thn bn. 4.Nng lc ct li? May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 4 Nnglcctli lkhinimtronglthuytquntr,cnghbihaitcgi chuyn vit sch v kinh doanh l CK Prahalad v Gary Hamel. Hai tc gi ny cho rng nng lc li l mt yu t c th m mt doanh nghip xem l trung tm cho mi hot ng ca doanh nghip hoc ca con ngi trong doanh nghip. Nng lc li p ng ba tiu ch chnh: Khng d cho i th bt chc C th khai thc cho nhiu sn phm v th trng Phi gia tng gi tr cho ngi tiu dng sau cng. Mt nng lc ct li c th c nhiu dng khc nhau, bao gm b quyt k thut, quy trnhngtincyv/hocmiquanhthnthitvikhchhngvnhcungng. Nnglclicngcthbaogmphttrinsnphm,vnhavdnhscng hin ca nhn vin, Qun l Nhn s (HRM) xut sc, bao ph th trng ca sn phm, v.v. Nng lc li l sc mnh c bit so vi cc t chc khc trong ngnh, to dng nn tng cho vic cung cp cc gi tr tng thm. Nng lc li l vic cng hc tp trong cc t chc, v linquan n vic lm th no phi hp cc knng sn xut a dng v tch hp nhiu dng cng ngh. l thng tin lin lc, s tham gia v cam kt su lm vic qua cc bin gii ca t chc. Rt t cng ty c kh nng xy dng vai tr lnh o th gii vi hn nm hoc su nng lc c bn. Mt v d v nng lc ct li, khi nghin cu Walt Disney World - Cng vin v khu ngh mt, c ba nng lc ct li chnh: Vicsdngngnhcinttoracchnhdng(conth,v.v.)cvsinh ng hn robot v thit k cc show trnh din K chuyn, to cu chuyn, v to cc danh lam thng cnh ch Hiu qu hot ng ca cng vin ch May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 5 Chui gi tr l mt phng php tip cn c h thng kim tra s pht trin ca li thcnhtranh.NctorabiM.E.Portertrongcunsch Lithcnh tranh (1980). Chui bao gm mt lot cc hot ng to ra v xy dng gi tr. Cc hotngnylnnnhcaotrongtnggitrcungcpbimttchc.Li nhun m t trong biu ging nh gi tr gia tng. T chc ny c chia thnh cc hot ng chnh v cc hot ng h tr. Mt nng lc ct li l kt qu ca mt b cc k nng hay k thut sn xut c th c nht cung cp gi tr cho khch hng. Nhng nng lc nh vy tng kh nng tip cnmtlotccthtrngkhcnhauchomttchc.Bangimcnnctnh thch thc v c hi trong tng lai ca doanh nghip ng vng v tr dn u cuc chi trong cc tnh hung khc nhau. Nm 1990 vi bi vit c tiu Nng lc ct li ca Cng ty, Prahalad v Hamel minh ha rng cc nng lc ct li dn n s pht trin ca cc sn phm ct li m hn na c th c s dng xy dng nhiu sn phm cho ngi tiu dng cui. Nng lc ct li c pht trin thng qua qu trnh ci tin lin tc trong mt khong thigian.iuquantrngvcnthitthnhcngtrongmtthtrngtoncu ang ni ln l xy dng nng lc ct li hn l hi nhp theo chiu dc. NEC s dngthpccnnglcctlithngtrccchtbndn,vinthngvth trng in t tiu dng. iu quan trng l xc nh nng lc ct li bi v rt kh gi li nhng nng lc ny trong cuc chin gi c v trong mi trng ct gim chi ph. Cc tc gi s dng v d v lm th no tch hp cc nng lc ct li bng cchsdngkintrcchinlcviquanimtrabiyucucathtrng angthayivcngnghangphttrin.Nhqunlphinhnrarngccbn lin quan n nng lc ct li l mt ti sn c th c s dng tch hp v xy dng nng lc. Xy dng nng lc l kt qu ca kin trc chin lc m phi c thc thi bi cp qun l cao nht khai thc kh nng y ca n. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 6 Trong cun Cnh tranh cho Tng lai, cc tc gi Prahalad v Hamel cho thy lm th no cc gim ciu hnh c th phttrin d bo chongnh cn thit ch ngthchngvithayicangnh,khmphracchkimsotccngunti nguynmschophpcngtytcmctiubtchpcchnch.Bangim c nn hnh thnh quan im rng nng lc ct li c th c xy dng cho tng laikhiphcqutrnhsngtokinhdoanhmi.Chakhatrthnhngi ng u trong ngnh l pht trin mt quan im c lp v cc c hi trong tng lai v xy dng kh nng khai thc chng. cthcnhtranhmttchccnccnguntinguynhuhnh,nhnggp nhiu kh khn v thch thc c c ngun ti nguyn v hnh nh nng lc li. Thmchvicqunlvnngcaoccnnglcnytrnnkchlithntrongbi cnhnhngthayicangnhvtnglaicangnh.Vd,Microsoftcchuyn mn trong nhiu i mi da trn cng ngh thng tin, trong khi y li l kh khn cho i th cnh tranh bt chc nng lc li ny ca Microsoft. Trong mt cuc ua t c mc ct gim chi ph, cht lng v nng sut, hu htccnhquntrkhngdnhnhiuthigianphttrinmttmnhncngty trong tnglai bi vvic ny i hinnglng tr tu v s camkt cao. Nhng cu hi kh v xem xt nhng c hi trong tng lai c th thch thc kh nng ca ring h, nhng nu h c gng tm cu tr li th s hng ti li ch ca t chc. Phn 2. CC NNG LC CH YU May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 7 1.Kh nng thch ng Duy tr hiu qu khi tri qua nhng thay i ln trong nhim v cng vic hoc mi trng lm vic; iu chnh mt cch hiu qu lm vic trong cc cu trc cng vic mi, quy trnh, yu cu, hoc nn vn ha mi. Biu hin chnh Cgnghiunhngthayi-Cgnghiunhngthayitrong nhim v cng vic, tnh hung, v mi trng cng nh logic hoc c schosthayi;tchcctmkimthngtinvnhngtnhhung cng vic mi. Phngphptipcnthayihocmimtchcc-Xlnhng thayivtnhhungminhchihctphoctringhim;tp trungvocckhacnhc li ca s thay i; ni v s thayitchccchongi khc. iuchnhhnhvi.Nhanh chnglmthayihnhvi iphhiuquvi nhngthayitrongmitrnglmvic;snsngcgngvicch tipcnmiphhpvitnhhungmihocthayi;khngtnti vi hnh vi khng hiu qu. V d in hnh Chn vic l trng thi tm l d bt gp nhiu nhn vin mi ch trong mt thi gian ngn ngay sau khi c tuyn dng. Nguyn nhn ca tnh trng ny khng nm trnh , k nng lm vic m kh nngthchng.Chuynmn,nghipvttcngkhngciukin th hin nu ban khng th thch ng vi mi trng lm vic. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 8 oThchngthnhcngvinhngthayi ln trong chnh sch.oThchngthnhcngvinhngthayi quan trng trong th tc hnh chnh. oDuytrhiuqukhilmvicchtchvi ngidncannvnhaadngv ngun gc. oThchnghiuquchonhngnlcthay i vn ha.oiuchnhhiuquthngxuynthay i cng vic giao. So snh vi: Nhnni.Nng lc ny tp trung vo vic duy tr hot ng n nhdiplcvlmgimcngthngmtcchchpnhn c. Cng thng c th l mt hng s trong mt cng vic. Mt ngi c th c th duy tr hiu sut di p lc (Stress Tolerance) nhngcthkhngckhnngthchngttvithayi(Kh nng thch nghi). Lp k hoch v t chc cng vic (bao gm qun l thi gian). Trong vng hai nng lc ny,c nhn phi iu chnh thay i bngcchutinhocbngcchsdngccngunlcmi honthnhmctiucngvic.ylnhnghotngchyu nhnthc;htptrungvoviclpkhochvqunlti nguyn hiu qu i ph vi tnh hnh, ch khng phi c nhn hiu qu trong tnh hnh. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 9 2.nh mc hiu sut cho thnh cng Tptrungvhngdnnhngngikhctrongvichon thnh mc tiu cng vic. Biu hin chnh Thc hin b mc tiu-hp tc lm vic vi bo co trc tip thit lp mc tiu hot ng c ngha; t ra mc tiu thc hin c th v xc nh cc bin php nh gi thnh tu mc tiu. Thit lp cch tip cn -Hp tc lm vic vi bo co trc tip xc nh hnh vi, kin thc v k nng cn thit t c mc tiu; xc nh hnh vi c th, kin thc v cc k nng tp trung v nh gi To ra mt mi trng hc tp nh cn thit, gip cc ngun lc an ton cn thit h tr n lc pht trin; m bo rng c hi pht trin c sn; cung cp gip cc c nhn vt qua kh khn hc tp Hp tc pht trin thit lp k hoch-hp tc xc nh quan st hay hun luyn c hi, o to, hi tho, hi tho, vv, m s gip cc c nhn t c mc tiu quan trng Theo di hiu sut-Thc hin mt h thng hay s dng k thut theo di hiu sut so vi cc mc tiu v theo di vic mua li v s dng cc hnh vi thch hp, kin thc, v k nng. nhgihiusut-Gicccuctholunchnhthcthng xuyn vi bo co trc tip tho lun vtin thc hin cc mctiuvnhgihiusut;nhgitngmctiu,hnhvi, kin thc, k nng v khu vc. V d in hnh Giaotiptmquantrngcavicthitlp May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 10 mc tiu hiu sut. Linquannbocotrctiptrongvic thit lp mc tiu v k vng. Linquannbocotrctiptrongvic xc nh ngun d liu theo di hiu sut c nhn . Lm r vi cc bo co trc tip hnh vi cn thit t c mc tiu. S dng mt phng php c h thng quan st v nh gi hiu qu . Xydngkhochhnhngviccbo cotrctipmbothnhcngv nhng thch thc sp ti. Cung cp thng tin phn hi kp thi v hiu sutbocotrctip.Hunluynboco trctipvcchnhvicngvicthnh cng. Cngccchnhvimchtinbhoc hon thnh k vng thc hin . Phttrinkhnngbocotrctipca mnh qun l / chnh mnh. nh gi hiu sutbocotrctipchnglithnhlp nhng k vng hiu sut. Linquannbocotrctiptrongvic phttrinkhochhnhngcithin hiusuthocthitlpmctiutrongcc bui ci thin. Linquannbocotrctiptrongvic xcnhnhucuphttrinchocngvic May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 11 hin ti v tng lai . Phihpmctiuhiusutbocotrc tip vi k hoch kinh doanh . Thitlpvtruyntmctiuvinhn vin c kh khn cha th t c. Xem xt v nh gi cc bin php phn nh hiusut.Giiquythiusutgimhoc tng mt cch nhanh chng . Chonhnvinthigianotovpht trin. R rng giao tip trng / mc tiu n v / b phn v lm vic vi cc c nhn dch chng thnh cc mc tiu thc hin c th . Lm vic vi bo co trc tip pht trin vthchinkhochphttrinngh nghip. Ch : KhngsdngGnkthotngivithnhcngvpht trin khc nhau. HiusutGnktchothnhcngtptrungvovicthchinmt h thng qun l hiu qu chnh thc m bao gm thit lp mc tiu c th v c th o lng v nh gi hiu qu ca bo co trc tip. Hiu sut Gn kt cho thnh cng lin quan n qu trnh hnh thnh hnh vi chnh thc ca cng vic t c mc tiu hot ng c thvnngcaoknngtngth.Phttrinkhccphnhot ng chnh vi hiu sut Gn kt nng lc cho thnh cng. S khc May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 12 bit l trng tm ca pht trin khc l khng chnh thc v thng l thchhphnngoimiquanhqunl/bocotrctipchnh thc. So sch vi: Kmcp.Nnglcnytptrungvongy-to-ngyhoctng tcnhimvcth,thngtinphnhi,voto.Trongkhi hiusutGnktchoqutrnhthnhcngcthlinquann vichunluynnhmtphncavicgipmtcnhn hon thnh mc tiu, hun luyn cng c nhiu ng dng khc v cn c xem xt mt cch ring bit. 3.Hc p Dng Ha nhp v p dng cc thng tin linquann cng vic mi mt cch kp thi. Biu hin chnh Tch cc tham gia vo cc hot ng hc tp Tham gia vo cc hot ng hc tp cnthit trongmt cchm lm cho hu ht cc kinhnghimhctp(vd,ghichp,tcuhi,khngyucu nhim v). Nhanh chng t kin thc, s hiu bit, v k nng. D dng hpthuvthnghiunhngthngtinmitnhngkinhnghim hc tp chnh thc v khng chnh thc. ngdngkinthchocknngtkinthcmi,shiu bit v k nng s dng thc t trong cng vic; lm tng thm hc tp thng qua th v sai. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 13 V d in hnh oTmhiuvnhnhmymc,thitb,hoc my tnh.oTmhiuhiuiukhinqutrnhthngk (SPC) biu v phn tch.oHc cch s dng mt my tnh u vo hoc ly thng tin c bn.oHccchsdngngho,micromet,hoc thit b o lng khc.oHc cch s dng my vn phng.oTmhiuthngtinmivvicthayisn phm,thtrng,thtc,hoccckthut qun l (v d, lp k hoch d n, k nng lnh o, vv.)oTmhiuthchinmtqutrnhvinhiu bc.Tmhiunhngthayitrongthiquen hoc cc th tc lm vic.oTmhiuthchinmtnhimvthngqua o to on-the-job.oThamdchngtrnhotovpdngkin thc mi trong cng vic.oHccchsdngcchnhthctchckhc nhau hoc bo co cc bn ghi.oTmhiuthngtinkthutcaovmtsn phm hocohot ng.oHc c o, t vng lin quan n cng vic.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 14 oTmhiucutrccamttchc,chnhsch, cc nn vn ha v cc gi tr, v th tc. Ch Nhiutchckhngyucucccnhnctrnhcaovkin thchocnnglctrongmtkhuvckhihbcvomtvtr mi, nhng hyu cu c nhn tr nn thnh tho nhanh chng. Nnglcnyphnnhkhnngcamtngitmhiuccti liucnthitchcnngtrongcngvicvnmbtvpdng cc thng tin mi mt cch nhanh chng. Khng s dng hc ng dng v lin tc hc tp cng nhau. Hc ng dng v lin tc hc tp chia s mt s hot ng chnh v khngnncsdngtrongcngmtbnnglcmtmt cngvic.Hcngdngkhnglinquannvictmkimch ng tip thu kin thc c tm thy trong hc tp lin tc. Hc ng dng thch hp hn trong cng vic / vai tr m thng tin c hc c quynh chocc c nhn. Lin tc hc tp thch hp hn ni mt nhim v lin tc cho vic hc tp v kin thc mi d kin. 4.Xy dng mt nhm thnh cng S dng phng php thch hp v mt phong cch c nhn linh hot gip xy dng mt i ng gn kt; to thun li cho vic hon thnh cc mc tiu ca nhm. Biu hin chnh nhhngphttrinm bo rng cc mc ch v tm quan trngcanhmclmr(vd,nhmciulrrnghoc tuyn b nhim v); hng dn vic thit lp cc mc tiu v nhm mc tiu c th v o lng c. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 15 PhttrinccutchcGiplmsngtvaitrvtrch nhim ca cc thnh vin trong nhm; gipm bo rngcc chc nng cn thit ch o, xem xt, hoc h tr c a ra.To iu kin hon thnh mc tiu Lm th tc gi hoc qu trnhtcmctiucanhmhocthchinchcnng nhm; cung cp cc ngun lc cn thit hoc gip bn loi b nhng tr ngi n i ng thnh tu. LikongikhcLngnghevlinquannnhngngi khc hon ton trong cc quyt nh v hnh ng ca nhm; gi tr v s dng khc bit c nhn v ti nng. ThngbochonhngngikhctrongnhmChiasiu quan trng hoc thng tin lin quan vi i nhm. Mhnhcamkt.Tunthnhngkvngvhngdnca nhm nghin cu; thc hin tt trch nhim nhm; th hin cam kt c nhn vi i nhm. V d in hnh oGiaotipmcchvtmquantrngcanhm thngquamtiulhocnhimvtuynbr rng.oThitlpmctiuvnhmmctiucthvo lng c. Cng tc vi cc nhm.oGimsthotngnhmmborngvaitr v trch nhim ca cc thnh vin trong nhm l r rng.oXemxtccchcnnghtrvmborng chngcara.gicungcpchotc mc tiu nhm hoc thc hinochc nng i.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 16 oGi tr v s dng khc bit c nhn v ti nng m bo rng cng vic ca nhm nghin cu c thc hin c hiu qu.oThng xuyn chia s thng tin vi i bng.oGp phn vo vic thc hin trch nhim i. Hin th cam kt c nhn vi i bng.oKhngnixucanhmvinhngngikhc. ng gp mt cch t do n i ng tho lun.oNhanhchngcthnhvintrongnhmmivi mc ch ca nhm nghin cu v k vng i vi hnh vi thnh vin trong nhm Ch Nhiunhmphttrindinratrongcccuchpnhm.png hnhvitothunlitrongcccuchpnhmlinquannnng lc lnh o Hi ngh hoc tham gia Hi ngh nh tri ngc vi xy dng mt i nhm thnh cng. Xy dng mt i nhm thnh cng baogmcchotngbnngoicccuchpchnhthcvni dung ca cc cuc hp nhm. Khngsdngxydngmtithnhcngvnggpcho i thnh cng vi nhau. XydngmtithnhcngllinquanchtchnGpphn Thnh Cng; h chia s mt s hot ng chnh. Ngi ta khng cn philmtnhlnhochnhthcchoxydngmtithnh cnglkhnngthchhphn,nhngGpchoithnhcng thng c s dngvi cc v tr khng lnh o bi v nkhng chacchnhvilnhophttrinnhmhngvphttrini ng cu trc. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 17 5.Xy dng khch hng trung thnh Hiu qu png nhu cu ca khch hng; xy dng mi quan hkhchhnghiuqu;chutrchnhimvshilngca khch hng v lng trung thnh. Biu hin chnh SdngccknnggiaotiphiuquThitlpccmi quan h gia cc c nhn tt bng cch gip mi ngi cm thy c gi tr, nh gi cao, v bao gm cc cuc tho lun (nng cao lng t trng, thng cm su sc, lin quan n, tit l, h tr). XcnhnngiChonkhchhngkpthi,lchs; cung cp cho khch hng quan tm y .Lm r tnh hnh hin nay t cu hi xc nh nhu cu; lng nghe mt cch cn thn; cung cp thng tin ph hp; tm tt kim tra s hiu bit. pnghocvtqunhucuHnh ng kp thi trong nhngtnhhungthngxuyn;ngtrnmtkhahcr rng v hnh ng trong nhng tnh hung bt thng; c c hi vt qu mong i m khng lm cam kt khng hp l. Khngnh shi lngt cu hi kim tra s hi lng; cam kt tun qua, nu thch hp; nh khch hng. Mt"nhit"X l khch hng kh chu bng cch nghe khch hngra,ngcm,xinli,vchutrchnhimcnhnivi gii quyt vn ca khch hng / cc vn . V d in hnh May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 18 oc tip nhnv thng cm vicc khiu ni,yucu,hocnhucukhchhngbn ngoi / ni b. oLmrbnchtchnhxccaccvn, yucukhchhngbnngoi/nibv a ra khuyn ngh . oThitlpttthngtinlinlchaichiuvi khch hng bn ngoi / ni b lin quan n cc vn hoc yu cu . oChutrchnhimgiiquytvnkhch hng bn ngoi / ni b (v d , dch v , sn phm, cht lng , thanh ton , vv.) oLinquann/Tranhthsgipca nhngngikhcgiiquytvnni b / bn ngoi ca khch hng. oTmttktqucacuctholunvi khchhngmborngttcccyu cu hoc cc vn c gii quyt . oGithngtin,tiliu,hocccsnphm bngphngphpthchhpnht(fax, chuynphtnhanh,vv)mborng khchhngnib/bnngoinhnc chng khi cn thit. oTr li in thoi trong mt s quy nh ca vng. Trli in thoi ca khch hng kp thi . ocdchuvlchskhitngtcvi khch hng ni b / bn ngoi. oD on nhu cu khch hng bn ngoi / ni May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 19 bbtckhinocthvpngnhanh chng v chnh xc. oCgngvtqumongichokhch hng. oCungcpdchvnhanhchngvtrit cho cc yu cu hoc cc vn khch hng bn ngoi / ni b ' . oC c thngtin phn hi ca khch hng bnngoi/nibchoccmcdchv c cung cp. oHiuqulmvicvikhchhngbtmn bngcchxoaducmxccahvang c cng bng v nht qun. oi ph vi khch hng mt cch trung thc v thng thn . Tm cch png nhng khchhngckinhnghimvnang din ra. oTheodivikhchhngmborng h c hi lng v rng vn l c nh. oLng nghe khch hng v cho h ni ton b cu chuyn ca h ; ng cm vi vn ca h . oX l tt c cc khiu ni ca khch hng l quan trng (ngay c nhng tr v thnh nin ) . oDuytrtnhchuynnghipkhikhchhng tr nn kh khn hay i hi. outinhngukhiunicakhch hng. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 20 oGi cam kt theo di vi khch hng. opngmongicakhchhngbng cchcungcpccgiiphpcthchp nhn rng l ng n v ph hp vi chnh sch v th tc. oGiao tip vi khch hng cm xc trong mt cch l lm du vtp trung vo ccvn . Ch Khng s dng Xy dng khch hng trung thnh v tp trung vo khch hng li vi nhau. Xy dng khch hng trung thnh nhn mnh p ng hiu qu nhu cucakhchhngcthvphttrinvduytrccmiquanh hiu qu vi khch hng c nhn. Tp trungkhch hng nhnmnh vic t c cc kt qu kinh doanh thng qua c cu v thc hin cngvicvikhchhngtrongtmtr(khchhnginhnhhoc mt c th). So snh vi: Khnngbnhng/thuytphc.Nnglcnynhnmnhs biu din thnh cng ca sn phm v dch v. Tuy nhin, xy dng khch hng trung thnh c th l mt thnh phn ca s thnh cng bnhngtheothigian.Squantmvchtlngcacctng tc v quan tm n nhu cu ca khch hng c th c tc ng ln trn sau bn hng thnh cng (v d, trong thm nhp ti khon). 6.Xy dng quan h i tc Xc nh c hi v hnh ng xy dng mi quan h chin lc May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 21 gia khu vc ca mt ngi v cc khu vc khc, cc i, cc c quan, n v, t chc gip t c mc tiu kinh doanh. Biu hin chnh XcnhnhucuhptcPhn tch cc t chc v khu vc ringxcnhccmiquanhquantrngmnncbt u hoc ci thin tip tc t cnhng mc tiu khu vc ring. TmhiuchihptcTrao i thng tin vi cc khu vc i tc tim nng lm r li ch quan h i tc v cc vn tim nng; phi hp xc nh phm vi v mong i ca quan h i tc nhu cu ca c hai khu vc "c th c p ng. CngthchokhochhnhngPhihpxcnh ngun lc ca hnh ng thc hin mc tiu chung; to iu kin cho tha thun v trch nhim ca mi i tc v h tr cn thit. Mctiucpdicakhuvcringtutincaohn vo cc mc tiu ca t chc hn vo cc mc tiu khu vc ring ca;dontcngcahnhngvquytnhkhuvc ringcaccitc;nhhngngikhchtrccmc tiu hp tc.GimstquanhitcThchinbinphphiuqu gimstvnhgiqutrnhhptcvtcmctiu chung. V d oXydngmiquanhlmvichiuqu vi cc b phn khc. oThitlpmiquanhvlmvichiuqu May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 22 vi nhng ngi khc bn ngoi t chc.oH tr v khuyn khch cc mi quan h hp tc gia cc phng ban.oChiasthngtin,tngvphngphp tip cn hiu qu vi cc vn khu vc v cc phng ban khc.oCngtcviccnhlnhokhcp ng mc tiu t chc.oXy dng mi quan h hiu qu vi cc i tcnibchakhatngcnghptc v hiu bit.oH tr cho cc khu vc khc khi cn thit t c mc tiu ca t chc.oKimtrathngxuynvinhngngi khc tho lun v vn quan h i tc hoc cc vn .oXydngmiquanhttvicctchc hoc cc khch hng khc.oKt ni vi cc c nhn t cc t chc hoc ccnhmkhcchiastngvthu thp thng tin. Ch Khng s dng Xy dng quan h i tc v xy dng mi quan h tch cc lm vic vi nhau. Quan h xy dng vi i tc v xy dng mi quan h tch cc lm vicnhnmnhcchnhvichinlcthchintcmc tiu cng vic thng qua ph thuc ln nhau vi nhng ngi khc. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 23 Sdnghitcxydngchocngvic/vaitrmtrong ngichutrchnhimchoxydngquanhgiaccnhm,lnh vcchnhtrongtchc,hocgiacctchcvccnhmbn ngoi. Quan h i tc xy dng thng c s dng cho cng vic cpcaohnvitrchnhimtrctipchoccmiquanhkinh doanh. Xydngmi quan h tch cc s dng lm vic khipht trin cc lin minh vi cc c nhn khc khi cn thit c hiu qu ca chnh mnh. N gn lin vi tnh hung ph thuc ln nhau trong cc c nhncnphidavongikhcnhmtvncutrcvqu trnh hon thnh cng vic ca h. 7.Xy dng mi quan h tch cc lm vic (lm vic theo nhm / hp tc) Pht trin v s dng cc mi quan h hptc to thun li cho vic hon thnh cc mc tiu cng vic. Biu hin chnh Tm kim c hi Ch ng c gng xy dng mi quan h lm vic hiu qu vi nhng ngi khc.Lm r thc trng Thm d cho v cung cp thng tin lm r cc tnh hung. PhttrintngcanhngngikhcTmkimvm rngtrntngbanu,nngcaotngcangikhc,v ng gp nhng tng ring v cc vn trong tm tay. Mctiucnhncpditutincaohntrongnhm hn vo cc mc tiu ring. Toiukinthathuncchpthuntccitc htrcctnghochnhnghptctheonhhng;s May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 24 dng hp l m thanh gii thch gi tr ca hnh ng. SdngccknnggiaotiphiuquThitlpccmi quan h gia cc c nhn tt bng cch gip mi ngi cm thy c gi tr, nh gi cao, v bao gm cc cuc tho lun (nng cao lng t trng, thng cm su sc, lin quan n, tit l, h tr). V d in hnh oLmvicvinhngngikhchon thnh nhim v, nhim v, ... C c thng tinvknngcnthitnggpcho mc tiu ca nhm oNhncphnhitngnghip,thnh vintrongnhm,v/hocnhngngi khc thc hin cng vic thnh cng. oQuyt nh h tr nhm ngay c khi khng trong tng s tha thun . oChia s tn dng cho nhng tng tt hay thnhtchvibnb,thnhvintrong nhm , v / hoc nhng ngi khc . oXung t a ch trong / i nhm m khng cn s gip t lnh o gim st / qun l / i. oGiaotipthayihocccvn(vd, cckhuytttvtcht,mctiusnxut, thng tin mi, iu chnh cc thit b , vv) ngnghip,thnhvintrongnhm,v/ hoc nhng ngi khc v lm vic trn cc gii php . May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 25 oLmvichptcviccngnghip, thnhvintrongnhm,v/hocnhng ngikhcthitlptrchnhim(vd, ng v lch trnh hoc quay ) . oYu cu u vo t cc ng nghip , thnh vintrongnhm,v/hocnhngngi khc . oChia s thng tin , tng v thu ht kin ng gp t nhng ngi khc thc hin cc mc tiu chung . oH tr bn b , thnh vin trong nhm , v / hocnhngngikhcbngcchtmthi in vo khi cn thit. oChpnhnyucuhtrtccng nghip,thnhvintrongnhm,v/hoc nhng ngi khc . oThng tin phn hi tnhng ngi khcv cc vn nh k . oGiaotipvingnghipvnhngngi khctraoithngtinphnhivcc vn sn phm / dch v v gii quyt vn . oHin s ng h , khch l , v sn sng chia sthngtin,tngvxutthc hin mc tiu chung . oThchinchuynthmcnhnthng xuyntrongkhuvctrchnhim.Hins quantmchnhhngchoccnhucuv mong mun ca cc i tc ni b. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 26 Ch Khng s dng Xy dng mi quan h tch cc lm vic v quan h i tc xy dng vi nhau. Xy dng mi quan h tch cc lm vic v quan h i tc xy dng nhnmnhhnhvichinlcthchintcmctiucng victhngquaphthuclnnhauvinhngngikhc.Nhng hnh vi ny c thc hin ci thin hiu sut ca mt ngi mt i ca ca chnh mnh hoc.Xydngmiquanhtchccsdnglmvickhiphttrincc lin minh vi cc c nhn khc khi cn thit c hiu qu ca chnh mnh. N gn lin vi tnh hung ph thuc ln nhau trong cc c nhncnphidavongikhcnhmtvncutrcvqu trnhhonthnhcngviccah.Sdnghitcxydng cho cng vic / vai tr trong ng nhim l trch nhim xy dng quan h gia cc nhm, gia cc khu vc ln trong t chc, hoc gia cc t chc v cc nhm bn ngoi. Quan h i tc xy dng thng c s dng cho cng vic cc cp cao hn, ni c trch nhim trc tip cho cc mi quan h kinh doanh. 8.Xy dng nim tin Tngtcvingikhcmtcchcungcpchohsttin trong mt ca nh v nhng ngi t chc. Biu hin chnh HotngvitnhlimchnhThhinstrungthc;gi May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 27 cam kt; c x mt cch nht qun.BcltchtcavtrmnhnCphiusuyngh,cm xc, v l do nhng ngi khc hiu v tr c nhn. Ci m vi nhng tng Lng nghe ngi khc v xem xt mtcchkhchquannhngtngvkincangikhc, ngay c khi h mu thun vi chnh mnh. H tr ngi khci x vi nhng ngi c nhn phm, tn trng v cng bng; cung cp cho tn dng thch hp cho nhng ngi khc; ng ln cho xng ng nhng ngi khc v nhng tngcahngayckhiimtvikhngchocthch thc. V d in hnh oTun th nghim ngt cc chnh sch ca t chc.Xcnhngnhngimmnhv hnchcamtsnphm/dchvvcc t chc. oX l h s nhn vin b mt mt cch thch hp v khng chia s thng tin b mt.oX l th t b mt.oThamgiavocccuchpbmtkinh doanh hoc cc cuc tho lun.oX l cc c nhn bng v bnh ng.oMittcccnhnvinchocccuchp v chia s thng tin mt cch t do.oDuy tr mt chnh sch m ca v lng nghe ngi khc kin, ngh, khiu ni.oGi li ha v cam kt.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 28 oHin s quan tm chn chnh trong s thnh cngcangikhc,vthcyvgii thiu kh nng ca mnh.oChophpmingihchitnhngsai lm v do khuyn khch mi, t duy sng to. Ch XydngNimtintrthnhmtnnglccbitquantrng cho cc v tr trong cc t chc ang tri qua nhng n lc thay i. Xydngnimtincngngmtvaitrquantrngtrongvich tr mt nn vn ha t chc nng cao v th ca mnh. 9.Hun luyn (coaching) Hng dn v phn hi kp thi gip ngi khc tng cng cc lnh vc kin thc / k nng c th cn thit thc hin mt nhim v hoc gii quyt mt vn . Biu hin chnh Lm r thc trng Lm r hnh vi d kin, kin thc, v mc thnh tho bng cch tm kim v cung cp thng tin v kim tra s hiu bit. Gii thch v chng minh Cung cp hng dn, m hnh tch cc, v c hi cho cc quan st gip ngi khc pht trin k nng; khuyn khch cc cu hi m bo s hiu bit. Cung cp thng tin phn hi v cng c Cung cp kp thi, thng tin phn hi thch hp v hiu sut; cng c cc n lc v tin b. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 29 SdngccknnggiaotiphiuquThitlpccmi quan h gia cc c nhn tt bng cch gip mi ngi cm thy c gi tr, nh gi cao, v bao gm cc cuc tho lun (nng cao lng t trng, thng cm su sc, lin quan n, tit l, h tr). V d in hnh oHngdnnhngngikhcvcho cht ch cc hot ng ca h. oLmvicvinhngngikhctng cng hiu sut ca h v nng cao k nng ca h trong mt khu vc c th.oPhnchianhimvphctpvocchot ng m nhng ngi khc c th thc hin d dng.oDy cho mi ngi hon thnh nhim v /thtcmithnhcng.Xcnhbao nhiu hng dn mt c nhn cnohon thnh nhim v thnh cng.oGipmingitmkimnhngcchthc mi gii quyt nhng vn c.oLng nghe mi quan tm ca ngi khc v kh nng ci thin.oCungcpthngtinphnhivhiusut trnmtnhimvhochotnglc th v khch quan.oTng cng hiu sut thnh cng ca ngi khc.oCho ngi khc hng dn r rngv ngn May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 30 gnvcchhonthnhnhimvhocqu trnh.oChnonvnvchiasccgiiphp to ra kinh nghim hc tp.oLinquannnhngngikhctrongcc giiphpvimctiucitinquytrnh h c th gii quyt vn tng lai c lp.oChng minh cch tip cn gii quyt vn hiu qu.oCung cp gi cho ngi khc lm th no phc v khch hng tt hn. So snh vi: tccamkt.Nng lc ny tp trungvo vic ngi khc thchinccmctiu,trongkhihunluyntptrungvogip ngikhcphttrinccknngcnthittcmc tiu.Mtngicthctaynghtrongnhhngnnhng ngikhcivithnhtumctiunhngnghohunluyn h v cch thc t c nhng mc tiu . Spxphiusutchothnhcng.Nnglcnytptrungvo vic thc hin mt h thng qun l hiu qu chnh thc m bao gm thit lp mc tiu c th v c th o lng v nh gi hiu qubocotrctip.Trongkhiqutrnhnycthlinquan n vic hun luyn nh mt phn ca vic gip mt c nhn honthnhmctiu,hunluyncmtngdngrnghn nhiu v cn c xem xt mt cch ring bit. 10. Giao tip May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 31 Truyntrrngthngtinvtng thng qua mt lot cc phngtintruynthngchocccnhnhocccnhmmt cch c s tham gia ca khn gi v gip h hiu v gi li cc tin nhn. Biu hin chnh TchcthngtinlinlcLmrmcchvtmquan trng; nhn mnh im chnh; sau mt trnh t hp l DuytrschcaitngGi cci tng tham gia thng qua vic s dng cc k thut nh tng ng, minh ha, hihc,mtphongcchhpdn,ngnngcth,vun ging ni. iu chnh cho cc i tng Nhn khung ph hp vi kinh nghimkhngi,nn,vkvng;sdngiukhonny,v d, v tng ng c ngha cho i tng. mboshiubit.Tm kim u vo t i tng; kim tra s hiu bit; trnh by thng ip trong nhiu cch khc nhau tng cng s hiu bit Tun th cc quy c c chp nhn S dng c php, tc , m lng, chn t, v phn c khph hp viphng tin truyn thng c s dng. Hiu thu o thng tin t nhng ngi khc Nm bt cc tin nhn t nhng ngi khc; gii thch mt cch chnh xc cc thng ip v phn ng mt cch thch hp. V d in hnh ot cu hi r rng s dng bng ming v / May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 32 hoc cc phng php giao tip. oTruyn t thng tinmt cchhiu qu qua inthoi,hinghtruynhnh,hoccc thit b khc . oCungcphngdnrrnghocthngtin vi cc ng nghip / thnh vin trong nhm / ngi khc bng ming hoc thng qua cc phng php truyn thng khc. oc hng dn , t hng, hoc cc bi tp . oTruynttngrrngvchiuqu trong mt nhm . oGiiquytccvncngvicvinhng ngi c nhn . oTruyn t tng phc tp trong mt trnh thplmnhngngikhccthhiu c . oGiithchtngphctpmcph hpvikhngisdngnhngtng/ thut ng m bo s hiu bit . oSdngcngcthchhp(vd,ng php v c php ) khi giao tip . oGi s ch ca khn gi. octipthunhngtnghocgit nhng ngi khc . oSdnggiaotipphingnngthchhp( nhmt,cch,tth)khigiaotipvi ngi khc. oCh n thng tin lin lc t nhng ngi May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 33 khc . oGiao tip hiu qu vi cc c nhn t nhiu nn vn ha . oGi r rng, chnh xc ti liu bng vn bn ( v d , gi th cho khch hng ) . oathngtinkthutcaovoiukin n gin cho khch hng. oChunbvnbnhngdnchoccnh cung cp , bo co trc tip , cc thnh vin , ngnghip,nhnvin,v/hocnhng ngi khc . oChunbbntmttbngvnbncakt qucuchphoccccuctrchuynqua in thoi. oclilthhocbocovngphp, du chm cu , phong cch, v chnh t. oChunbtiliuyucutrnhbycc tng phc tp (v d , n, hp ng, vv )oTruyn t tng phc tp bng vn bn mc ph hp vi khn gi. oChun b k hoch d n , chi tit k thut , phc tho , hoc bo co tin oChunbhngdnsdngsdngcho cc chnh sch hoc th tc . oSonthoqungcochoccbo,tpch, ti liu qung co hoc . Ch Nm1990HiKhuytTtM(ADA)aramtthngipr May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 34 rng rng cc yu t quan trng nht xem xt khi nh gi cc ng c vin l liu ngi ta c th thc hin mt nhim v (kt qu da trn) nh tri ngc vi cch ngi ta thc hin mt nhim v. Nh vy,nhnghanynhnmnhtcmctiutruynthng khng ph thuc vo phng tin truyn thng s dng. Do , nng lctruynthngtrcybngminghocvittruynthng thngscthaythbngtruynthng.Khinhgiknng giao tip, phng tin thch hp nht cho kh nng ca ngi nn c s dng trong qu trnh nh gi. Tuynhin,trongmtscngvicgiaotipbngminghocbng vnbncthccoilmtchcnngthityudatrnmt chc nng phn tch cn thit. Trong nhng trng hp ny bao gm ctruynthngbngminghocvittruynthngnhlmtkh nng.ycthcxcnhbngcchthayicchotng chnh ca truyn thng. Trngtmcalcnylvhnhthctruynthng,trongkhini dungcathngtinlinlccxltronglcnhlnhoHi ngh, t c cam kt, hoc m phn. So snh vi: Trnh by chnh thc. Nng lc ny tp trung vo vic chun b hiu qu v giao hng ca mt cuc ni chuyn hoc to thun li cho mt cuc hi tho mt cch c cu trc. K nng giao tip l mtphnquantrngcatrnhbychnhthc,nhngtrnhby chnh thc cng bao gm chun b hiu qu v cung cp cu trc. Mtkhcbitchnhgiatruynthngvtrnhbychnhlsau ny cho php thi gian chun b cho mt bi thuyt trnh.Tc ng.Nng lc ny tp trung vo vic to ra mt n tng tt May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 35 utin,chothymtkhngkhcasttin,vnivhnh ngmtcchthchhp.Trongkhinslkhkhnchomt nginoviccknnggiaotipkmctcngcao(t nht l vt ra ngoi nhng pht u tin hoc hai ca mt cuc gpg),mtngicknnggiaotiphiuqucthctc ng xu do n mc khng ph hp hoc thiu t tin. 11. Khng ngng hc hi Ch ngxcnhlnhvc mi cho vic hc tp;thng xuyn to ra v tn dng c hi hc tp; s dng kin thc mi t c v k nngtrongcngvic v hc tp thng qua ng dng ca chng. Biu hin chnh MctiunhucuhctpTmkimvsdngthngtin phn hi v cc ngun thng tin khc xc nh khu vc thch hp cho vic hc tp. TmkimhotnghctpXcnhvthamgiavocc hotnghctpthchhp(vd,cckhahc,csch,t nghin cu, hun luyn, hc hi kinh nghim) gip p ng nhu cu hc tp. Ti a ha vic hc Tch cc tham gia vo cc hot ng hc tp trong mt cch m lm cho hu ht cc kinh nghim hc tp (vd,ghichp,tcuhi,giiphbnhphntchthngtin, vntiptctrongcngvicngdngtrongtmtr,khngyu cu nhim v). p dng kin thc hoc k nng p dng kin thc mi, s hiubitvknngsdngthcttrongcngvic;lmtng May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 36 thm hc tp thng qua th v sai. Gim ri ro trong hc tp t t trong tnh hnh khng quen thuchockhngthoimihc;tcuhitinguycm ch; c bi tp kh khn hoc khng quen thuc. V d in hnh oCnhngnlccithinknngqun l gim st / k nng lnh o i nhm. oC nhng n lc c th nng cao k nng trongkthut/lnhvcchuynmnca mnh.oChngphthinthngtinvsnphm mikhithngtinkthutltithiuhoc khng c.oTmkimchihctpthchhpnng cao hiu sut cng vic (v d, k nng hun luyn / c vn, k nng my tnh, o to k thut,ixvingikhkhn,knng m phn).oDuy tr th vin k thut v c s d liu truy cp thng tin cn thit.octhngtinvccxuhngcng nghip, cnh tranh, v cng ngh thay i.oTch cc tm kim c hi hc tp mi.oMctiuhotnghctppngk nnglmviccnthit.Nhntrchnhim haynhimvphttrinbnthn.Ghi danh vo cc kha hc ty chn, hi tho.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 37 oHy th cch tip cn mi thc hin cng vic pht trin mt cch tt hn.oThuthpthngtintccnphmthng mi,boch,vtpchtiptcshiu bit v gii quyt cc vn kinh doanh. Ch Khngsdnglintchchivpdnghchitpthvi nhau. Lin tc hc tp v ng dng hc tp chia s mt s hot ng chnh vkhngnncsdngtrongcngmtbnnglcmt mt cng vic. Lin tc hc tp thch hp hn ni mt nhim v lin tc cho vic hc tp v kin thc mi d kin; Hc ng dng khng lin quan n tm kim tch cc ny tip thu kin thc. Hc ng dng thch hp hn trong cng vic / vai tr m thng tin c hc c quy nh cho cc c nhn. 12. ng gp vo thnh cng ca nhm Tch cc tham gia nh mt thnh vin ca mt nhm nghin cu di chuyn cc i hng ti hon thnh mc tiu. Biu hin chnh To iu kin cho mc tiu hon thnh Lm th tc ngh hocqutrnhtcmctiucanhmhocthchin chcnngi;cungcpccngunlccnthithocgipbn loibnhngtrngigipibngtcmctiuca mnh. LinquannnhngngikhcLngnghevlinquan May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 38 nnhngngikhchontontrongccquytnhvhnh ng ca nhm; gi tr v s dng khc bit c nhn v ti nng. ThngbochonhngngikhctrongnhmGp kin quan trng hoc thng tin lin quan vi i nhm. MhnhcamktTunthnhngkvngvhngdnca nhmnghincu;thchintttrchnhiming;thhin cam kt c nhn vi i nhm. V d oHin th cam kt c nhn n i ng..oChngminhtinhthnngittbngcch sngtrongccnguyntcvkvngcai bng chnh thc hoc khng chnh thc.oGp kin v th tc, quy trnh thc hin chc nng nhm v t c mc tiu i.oCung cp ngun lc hoc gip loi b nhng tr ngi gip i hon thnh mc tiu.oLinquannbnthnvnhngngikhc trong i quyt nh v hnh ng. Chng minh mt cam kt c nhn n i ng.oGipibngphttrinvduytrmtmc ch v nh hng r rng.oGipibnggivaitrvtrchnhimr rng. Ch Nhiunhmphttrindinratrongcccuchpnhm.png hnhvitothunlitrongcccuchpnhmlinquannnng May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 39 lclnhoHinghhocthamgiaHinghnhtringcvi GpTeamthnhcng.Gpphnithnhcngbaogmcchot ngbnngoicccuchpchnhthcvnidungcanhm meetings.ar. Khngsdngnggpvoithnhcngvxydngmt i thnh cng vi nhau. GpphnTeamthnhcngllinquanchtchxydngmt i thnh cng; h chia s mt s hot ng chnh. Gp phn Team thnh cngkhng c cc hnh vi lnh o ca pht trin hng i v pht trin cu trc i, v vy n thng c s dng vi cc v tr khng lnh o. Hy ghi nh, tuy nhin, ngi ta khng cn phi l mt nh lnh o chnh thc cho xy dng mt i thnh cng l kh nng thch hp hn. 13. Tp trung vo khch hng (Customer Focus) Lm cho khch hng v nhu cu ca h l mt trng tm chnh cahnhng ca mnh; pht trin v duy tr cc mi quan h khch hng hiu qu. Biu hin chnh TmhiukhchhngTchcctmkimthngtinhiu hon cnh ca khch hng, cc vn , s mong i, v nhu cu. nh hng khch hng Chia s thng tin vi khch hng xy dng s hiu bit ca h v cc vn v kh nng. XydngmiquanhhptcXydngmiquanhv hp tc mi quan h vi khch hng. Hnh ng p ng nhu cu ca khch hng v mi quan May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 40 tm ca h Xem xt nh th no hnh ng hoc k hoch s nhhngnkhchhng;phnngnhanhchngpng nhu cu khch hng v gii quyt vn ; trnh phn nn qu gii hn Thit lp h thng thng tin phn hi ca khch hng Thc hin nhng cch hiu qu gim st v nh gi cc mi quan tmcakhchhng,ccvn,vshilngvdonnhu cu ca khch hng. V d in hnh Kim tra quyt nh t quan im ca khch hng trc khi hnh ng. Kimtraccvnthchinchnhsch ca khch hng trc khi hnh ng.Khchhngtipcnvbitrnghccc ty chn khc trn th trng.Chiasthngtinvinhngngikhcv s ch o ca t chc.Hiuqugiiquytccvncakhch hnghockhiuni.Giaotipnhucu khch hng v xutgii quyt chng chim ot nhng ngi khcmanglinhngthayisp ng tt hn nhu cu khch hng.Khuynkhchnhngngikhcc nhgicaopngnhucucakhch hng.Tmkimthngtinhiunhucu ca khch hng vMay 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 41 pht trin cc gii php thch hp.C k hoch nh th no p ng nhu cu mt cch nhanh chng v hiu qu.Xemxtnhucucakhchhngkhipht trinsnphmhocdchvmbo rng nhu cu c p ng.Gi lin lc cht ch vi khchhng thu thp v chia s thng tin.Theodivikhchhngmbonhu cu c p ng.Mi khch hng tham gia vo cc hot ng x hi thit lp mi quan h tt hn.Tmkimuvotkhchhngtidn trngim,snphm,hocccimquyt nh. Ch Khngsdngtptrungvokhchhngvxydngkhch hngtrungthnhvinhau.Tp trung vo khch hng nhn mnh vic t c cc kt qu kinh doanh thng qua c cu v thc hin cngvicvikhchhngtrongtmtr(khchhnginhnhhoc mtcth).Xydngkhchhngtrungthnhnhnmnhpng hiu qu nhu cu ca khch hng c th v pht trin v duy tr cc mi quan h hiu qu vi khch hng c nhn. 14. Ra quyt nh Xc nh v hiu bit cc vn , cc vn , v c hi; so snh d May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 42 liu t cc ngunkhcnhau rt ra kt lun; s dngphng php tip cn hiu qu la chn mt qu trnh hnh ng hoc pht trin cc gii php ph hp;hnhnglphhp vi thng tin sn c, kh khn, v hu qu c th xy ra. Biu hin chnh Xcnhvn,ccvn,vchiCngnhnvn, cc vn , hoc c hi v xc nh xem hnh ng l cn thit. Tp hp thng tin Xc nh nhu cu v thu thp thng tin hiu r hn vn , cc vn , v c hi. DingiithngtinTchhpthngtintnhiungunkhc nhau; pht hincc xu hng, cc hiphi,v ccmi quan h nhn qu. ToralachnthaythToracctychnlinquan gii quyt cc vn / c hi v t c kt qu mong mun. Chn hnh ng thch hp Cng thc ho tiu ch quyt nh r rng; nh gi cc la chn bng cch xem xt nhng tc ng v hu qu; chn mt la chn hiu qu. Camkthnhngaraquytnhtrongmtthigian hp l. LikongikhcBaogmnhngngikhctrongqu trnh ra quyt nh nh bo hnh c c thng tin tt, a ra quytnhthchhpnht,vmbomuavovhiubitv cc quyt nh kt qu. V d in hnh oLachnsnphmmi,vtliu,nhcung May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 43 cp,hocchuyngiatvn.Quytnhv khiu ni ca khch hng. oaraquytnhkhngctrctipbi cc chnh sch v th tc ca t chc.oThng bo cho lnh o qun l / gim st / nhmccvnquantrnghocccvn .oThngbochongiqunl/gimst/ trngnhmhocnhngngikhctrong vic t chc quyt nh.oD on nhng hu qu ca quyt nh.oHnh ng hoc to ra cc gii php khc gii quyt vn hoc tnh hung.oXemxtnhiuyut(vd,nhucuca khchhng,tnhkhthi,ngynhn,chi ph, vv) khi a ra quyt nh.oXem xt cc tc ng ca cc quyt nh v c quan hoc cc khu vc khc.onghthayichnhsch,quytrnh,th tc, hoc cc hot ng.oXcnhnguynnhnthcscavn/ vn trc khi p dng mt gii php.oThuthpthngtintnhiungunkhc nhauhiucvn,xuhng,hoc c hi.oGiithchthngtintichnhtccngun nh bng cn i, bo co l li, vv Ch May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 44 Nng lc ny c th c chia thnh hai phn gi l Phn tch v Phnquyt(hocvnnhgivvngiiphp).Phntch (vnnhgi)baogmbahotngchnhutincavicra quytnh;n(VnGiiphp)baogmbnhotngchnh cuicng.Raquytnhcthrtktnivikthut/chuyn nghip kin thc v k nng nng lc mt s v tr chuyn mn k thut.Chtlngknngraquytnhcamtaicthkh khn nh gi tr khi gim nh vin c mt nn tng chuyn mn trong cc loi cng vic ngi lm, c bit l cho cc tnh hung k thut phc tp. Tng tc vi nhng ngi khc ti ni lm vic lin quan n vic lm cho nhiu quyt nh nh, nhng vi ngi trong s nhng phn on c nhn l nhng v d tt v vic ra quyt nh. Ra quyt nh nn ch c s dng phn loi mt qu trnh phc tp trong vic raquytnh.Vd,mtnginocthni,"Cysdng bnnxubngcchyucuccnhmbphiu."ykhng phi l vic ra quyt nh. l mt hnh vi m c th thch hp hn xp di cc lnh o nng lc hi. 15. U quyn Phn b quyn ra quytnh v / hoc trch nhim cng vic chim ot nhng ngi khc ti a ha hiu qu ca t chc, c nhn. Biu hin chnh Chia s trch nhim thch hp Phn b quyt nh quyn hn v / hoc trch nhim cng vic trong cc lnh vc thch hp cho May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 45 cc c nhn thch hp (xem xt tc ng tch cc v tiu cc, gi trvccutchcvnngcaokinthccacnhn/k nng). XcnhccthngsRrng,truynthngscatrch nhim yquyn, baogm quytnhquyn hnv bt khnh ng cn thit, hn ch, hoc thi hn. CungcphtrmkhngloibtrchnhimChothy ngun lc v cung cp htr hoc hun luyn khi cn thit; th hin s t tin trong tng c nhn. Lu tr thng bo Thit lp cc th tc thch hp gi cho thngtinvccvnvktqutronglnhvcchiastrch nhim. V d in hnh oCungcpchomtbocotrctipthm quyn thu thp thng tin v a ra quyt nh. oy nhim cho cc c nhn ph hp da trn ccknngcah,vaitrvlich(nh d n c bit nghin cu).oHng dn v hng dn khi y thc.oNuvngmthockhngththamdmt cuchp,bnhimbocotrctipph trch.oCh nh mt bo co trc tip gii quyt cc vn thng s c vt qu thm quyn ca ngi .oyquynchomtbocotrctipo May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 46 to mt nhn vin mi.oTho lun vi cc bo co trc tip cn thit cho h a ra quyt nh c lp.oYucubocotrctipsuynghthng quavnvaraquytnhthmd trc khi yu cu gip .oCungcpchobocotrctipcngnhiu trchnhimnhhcthxl;mrng lnh vc trch nhim nh m bo bng hiu sut.oHtrquytnhbocotrctipnuc thvhunluynchngnucnthit; khng th hai on h.oKhuvcivivicraquytnh c giao.oCungcpttcccthngtinclinquan ch o bo co h c th thc hin cng vic ca h mt cch hiu qu. Ch U quyn c ngha l chuyn giao trch nhim v / hoc ra quyt nh cho ngi khc. Yu cu nhng ngi khc hon thnh nhim v mlmtphnbnhthngcacngviccahhockhngcung cp v trong qu trnh hnh ng khng c coi l y quyn May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 47 16. Pht trin ngi khc Lp k hoch v h tr pht trin k nng v kh nng ca cc c nhn h c th thc hin y trch nhim cng vic / vai tr hin ti hoc tng lai hiu qu hn. Biu hin chnh Phi hp thit lp cc mc tiu pht trin Lm vic vi cc c nhn xc nh lnh vc pht trin, hiu cn ci tin, v t mc tiu pht trin c th. PhihpthitlpkhochphttrinLm vic vi cc c nhn xc nh la chn p ng mc tiu pht trin; khm ph h tr mi trng v nhng ro cn pht trin; cng nhau xc nh cc hot ng pht trin ph hp. ToramtmitrnghctpXcnhnhngngunlc cnthithtrnlcphttrin;mborngchipht trin c sn; cung cp h tr gip cc c nhn vt qua tr ngi hc tp. Gim st s tin b Cung cp cho c nhn thng tin phn hi c th v hot ng ca h lin quan n cc mc tiu thnh lp; nu bt vn hiu sut chnh tch cc v tiu cc; iu chnh k hoch m bo pht trin. V d in hnh oThuhtnhngngikhctrongvicxc nh mc tiu v hnh ng pht trin.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 48 oGip v khuyn khch nhng ngi khc xcnhvphttrinccknngcn thit cho cng vic hin ti v tng lai.oThitkmtkhochchnhthcchopht trin ngh nghip ca nhng ngi khc.oXem xt ng c ca ngi khc, li ch, v tnh hnh hin nay trong k hoch hot ng tm xa pht trin.oPhn cng nhim v gip ngi khc p ng k hoch pht trin s nghip. Thit khocxcnhvtrccdnphttrin ph hp hocochng trnh o to cho ngi khc.oTo c hi cho on-the-job p dng nhng k nngmi.Cross-otonhngngikhc m rng kinh nghim v pht trinotim nng.oChnonvcungcpthngtinphnhi v tin pht trin.oThitkhocxcnhvtrccchng trnhotophhpchonhngngi khc. Ch Khng s dng ng thi pht trin ngi khc vt sp xp hiu sut cho thnh cng vi nhau. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 49 Trong pht trin ngi khc tp trung vo k hoch v h tr cc hot ng pht trin hiu qu lin quan n trch nhim cng vic hin ti hoctnglai.Spxphiusutivicphiuthnhcngcc hotngchnhviphttrinngikhc.SkhcbitlGnhot ngivithnhcngtptrungvovicthchinmththng qun l hiu qu chnh thc m bao gm thit lp mc tiu c th v c th o lng v nh gi hiu qu ca bo co trc tip. Pht trin ngi khc bn ngoi chnh thc v thng thch hp hn t v mi quan h qun l / bo co trc tip chnh thc. 17. Duy tr nng lng Lun duy tr mc cao ca hotng hocnngsut; duy tr thi gian lm vic di khi cn thit; hot ng mt cch mnh m, hiu qu, v quyt tm hn trong thi gian di. Biu hin chnh Duy tr sc chu ng Gi mt tc lm vic mnh m theo thigian;cngcuctrinlmtrongvichonthnhmc tiu cng vic. Duy tr hiu qu Thc hin tinh thn hoc th cht nh thu lm vic c hiu qu; vn gi c kh nng hnh ng hiu qu hoc thnh tu trong thi gian di ca thi gian. V d in hnh oLmvicnhiugimkhngbmthiu May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 50 qu. op ng yu cu mc tiu nng sut.oTheo kp vi cc thit b tc cao hoc nhu cu sn xut. Duy tr hiu qu trong khi lm vic ca xoay.oHonthnhnhiunhimvhochotng vi rt t hoc khng c c hi ngh ngi.oLmthmgithngxuynhocthmgi m khng lm mt hiu qu.opngnhanhchngccvnkhipht sinh.oThc hin cng vic lp i lp li m khng b mt hiu qu. Thc hin cng vic i hi tinh thn m khng b mt hiu qu.oChng minh mt t l ph hp ca tc thc hin cc hot ng. Ch Khixnghnhng.khixnghnhngtptrungvocc xuhnghnhng,khngphilchtlnghaythigianca hnh ng. Nng lng tp trung vo thc hin c hiu qu theo thi gian, bt k hnh ng c lp hoc vt qu mong i. 18.Khuyn khch s thay i Khuyn khch nhng ngi khc tm kim c hi tip cn khc nhau v sng to gii quyt vn v c hi; to thun li cho vic thc hin v chp nhn thay i ti ni lm vic. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 51 Biu hin chnh KhuynkhchphvnhnggiihnKhuynkhchnhn vintcuhivquytrnhlmvichocginhthnhlp; thchthcnhnvinhi"tisao"chonkhinguynnhn cphthin;linquannccbnlinquantrongcchot ng ci tin lin tc v la chn thay th. PhngphptipcntngNht qun vn m vi nhng tng c cung cp bi nhng ngi khc; h tr v s dng nhngtngttgiiquytvnhaynhngvncn bn. GhinhnthayiCng nhn v khen thng nhn vin thay i hu ch. ThayisckhngGip cc c nhn vt qua khng c thayi;hinsngcmvinhngngicmthymtmt nh l kt qu ca s thay i. QunlsphctpvmuthunCgnggimthius phctp,muthun,nghchlvhoclmgimtcngca h; lm r hng v lm mn qu trnh thay i. V d in hnh oTo c hi cho nhng ngi khc t cu hi v a ra ngh v mt n lc thay i. oTch cc tham gia vo cc hot ng ci tin lin tc v la chn thay th.oVn m v h tr nhng tng mi gii quyt cc vn v cc vn a ch.oCng nhn v khen thng nhn vin ngi May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 52 c gng to iu kin thay i.oLm r hng v mn qu trnh thay i.oHtrngilaonganggpkhkhn vi s thay i.oGpringviccnhnvinhtrv khuyn khch trong vic qun l c hiu qu thay i.oGii thch r rng nhng nh hng ca thay i.oTptrungvodihnttcasthayi, khng bt tin trong ngn hn.oThchngvinhnglinghcangi khc khi chuyn vo tng lai. 19. Theo di Theo di kt qu ca cc hotng y quyn, nhim v, d n, xem xt cc k nng,kin thc v kinh nghim ca cc c nhn c giao v cc c tnh ca cng vic, d n Biu hin chnh Khung thi gian giao tip Xy dng ngy n hn vo bi tp vnhimvibiu;hiuqugiaotipskinquantrngv kt qu mong i. Thuthpthngtinthchhpt cu hi c c thng tin c lin quan; triu tp cuc hp nh gi tin v chia s thngtin;cthngtinphnhivktqutnhngngi tham gia trc tip. nhgiktqupngchnhthcviccngnghip, May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 53 nhn vin, v nhng ngi khc xem xt kt qu ca mt phn cng, d n hoc nhim v c giao. V d in hnh oThitlpmththngtheodiccdn/ nhim v / bi tp. oLch trnh theo di cc cuc hp nh gi tin cc nhim v c giao.oSdngcctp tin cng vi c kho khn theo di cc d n / nhim v / bi tp, thi hn, v ngy n hn.oTheo di vi khch hng ni b / bn ngoi sau khi x l vn hoc yu cu ca h.oLin h vi nhng ngi khc trong t chc mbohonthnhkpthiccnhim v.oTheo di vi cc nh cung cp hoc chuyn giatvnxcnhtnhtrngcavt liu, sn phm, hoc dch v.oTheodicngvicvcchotngtrong thi hn quy nh. p ng vi nhng ngi khc tho lun v tnh trng ca cc d n / nhim v.oNhncphnhitkhchhngbn ngoi/nibvtincadn/nhim v / bi tp, vv Ch May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 54 Nu theo di ch xy ra gn vi nhim v hoc trch nhim y thc, cc "vn thng bo" hnh ng chnh trong on c th trong i din cho cc hot ng tip theo trong vic lm. Nu theo di l cn thit trong cc tnh hung khc, hoc nu tp trung c bit vo theo di lmongmun, nng lc Theo di c th c sdng kt hp vi s y nhim. Trong trng hp ny "vn thng bo" hnh ng chnh c th b xa b. 20. Trnh by ( thuyt trnh chnh thc) Trnhbycctng mt cch hiu qu cho cc c nhn hoc cc nhm khi c thigian chun b; cung cp cc bi thuyt trnh ph hp vi c im v nhu cu ca khn gi. Biu hin chnh XcnhmctiurrngThit lp mt mc tiu phn nh r nhu cu ca khn gi. Lm theo mt trnh t hp l Trnh by tng chnh m h trccmctiucabithuyttrnh,vtrnhbyskin,bng chng,vchitithtrcctngchnh;cungcpthngtin theo mt th t hp l h tr s hiu bit.S dng giao tip phi ngn ngS dng ngn ng c th (v d,nhmtvcch)lphhpvitruynthngbngli ni v s hiu bit h tr. S dng cng c h tr S dng h tr m thanh v hnh nh tng cng s hiu bit ca khn gi ni dung. Lngnghevpngcccuhivphnhi Lin quan May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 55 nccitngbngcchthuhtcuhivuvo;phn loilcnthitgiptcccmctiucaphingiao dch. Tm tt ni dung trnh by Tm tt cc chnh; ku gi cc i tng c hnh ng hoc a ra quyt nh, nu ph hp. DuytrschcakhngiGi khn gi tham gia thng quavicsdngcckthutnhtng,minhha,hihc, mt phong cch hp dn, ngn ng c th, v un ging ni. V d in hnh oLm cho bi thuyt trnh chnh thc vi cc ngnghip,thnhvintrongnhm,hoc nhng ngi khc. oLm cho bi thuyt trnh chnh thc qun l cp cao trong t chc.oLmchobithuyttrnhchnhthccho khch hng ni b / bn ngoi. Lm cho bi thuyt trnh chnh thc s dng thit b nghe nhn.Sdngtvngthchhpchokhn gi.oLmchobithuyttrnhchnhthccc tng phc tp trong mt trnh t hp l.oTinhnhototrongmtlphchoc nh dng hi tho.oLmchobithuyttrnhchnhthcthng tin k thut cho mt i tng k thut.oLmchobithuyttrnhchnhthcthng tin k thut cho mt i tng phi k thut.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 56 oLm cho bi thuyt trnh chnh thc cho thy snphmhocdchvmivgiithiu hoc gii thch cc th tc mi.oLm cho bi thuyt trnh chnh thc chia s kt qu ca d n. So snh vi: Thngtin.Nnglcnytptrungvocchnhthcgiaotip, khng phi l ni dung. K nng giao tip l mt phn quan trng catrnhbychnhthc,nhngtrnhbychnhthcixahn truynthngbaogmchunbhiuquvcungcpcutrc. Mt khc bit chnh gia hai nng lc ny l trnh by chnh thc chophpthigianchunbchomtbithuyttrnh;ntp trung vo vic chun b hiu qu v giao hng ca mt cuc ni chuyn hoc to thun li cho mt cuc hi tho mt cch c cu trc. 21. Thc hin c cam kt Sdngphongcchcnhnthchhpvkthutcchp nhncctng, k hoch;thayi hnh vi cachnhmnh thch ng vi nhim v, tnh hung, v c nhn c lin quan. Biu hin chnh ToracccuctholunhiuquMtnhngkvng, mc tiu, yu cu, hoc tiu bang trong tng lai mt cch cung cp r rng v kch thch s quan tm. Lm r hin trng Tm kim, cung cp cho, v tm tt thng May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 57 tin;mborngcctnhhung/vntrongtmtayc hiu Pht trin tng ca ngi khc v ca chnh mnhTrnh by tng ring; tm kim v pht trin cc xut ca ngi khc; lm th tc ngh To iu kin ng thun S dng cc chin lc nh hng thchhp(chnghnnhchngminhlichhocaraphn thng) t c tha thun chnh hng; vn tn ti bng cch sdngphngphptipcnkhcnhaukhicnthitt c cam kt. Kt thc cc cuc tho lun vi nhng tm tt r rng- Tm tt kt qu ca cc cuc tho lun v thit lp cc bc tip theo nu cn thit. SdngccknnggiaotiphiuquThitlpccmi quan h gia cc c nhn tt bng cch gip mi ngi cm thy c gi tr, nh gi cao, v bao gm cc cuc tho lun (nng cao lng t trng, thng cm su sc, lin quan n, tit l, h tr). V d in hnh oHngdnmtngnghip,thnhvin trong nhm, hoc khc nhm chp nhn mt tng hay hnh ng. otccamkttbnb,thnhvin trongnhm,hocccthnhngcchmi lm cng vic hoc qu trnh.oKhuynkhchbnb,thnhvintrong nhm,hockhcpngthihnv mc tiu sn phm.oc s hp tc t bn b, thnh vin trong May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 58 nhm, hoc khc.oHngdnmtbocotrctiphoc nhngngikhcchpnhnmttng hay hnh ng.oThuyt phc cc ngnghip h trmt tng hoc k hoch.oThuytphcngikhcvgitrcamt sn phm, dch v, hoc tng.oGinh chin thng trn nhng ngi khc c khnngkhngmtcchtipcnbnh tr.oRrngmtchongikhcnhngldo mhphitipcnmtvnmtcch khc nhau.oChvtrcacuctholuntquan im ca ngi khc xem hin th nhng g trong cho anh / c y.oQunlnhhnghtrv/hoccc sngkinqu.Giithchcchktlun t c nhng ngi khc s hiu quyt nh v h tr h. So snh vi: Kh nng bn hng / thuyt phc. Nng lc ny c thay th chotccamkttrongnhiuvtrbnhngvnmt chnhxchnvbnchtcamiquanhvstngtcvi ngikhc.Trongvtrmkhnngbnhng/thuytphcl thchhp,cnhnbntng,mith,hocccdchvnh tri ngc vi c chp nhn mt tng hoc k hoch. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 59 Hunluyn.Nnglcnytptrungvovicgipnhng ngikhcphttrinccknngcnthittcmc tiu.tccamkttptrungvovicngikhcthchin ccmctiu.Mtngicthchiuqutrongvicthuyt phc ngi khc chp nhn mt mc tiu nhng khng hiu qu trong hun luyn h v cch thc t c mc tiu . Qun l xung t. Mt s hot ng chnh lm chng cho gia tccamktvqunlxungt.Khacnhcoca quntrxungtbaogmvicgiccvntholunnh hng v khng cho n tr thnh c nhn, tiu tan cm xc v khng lm trm trng thm cho h, v i ph vi s cng thng nng n, m khng phi l thng hin din trong cc tnh hung lnh o khc.May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 60 22. Gy nh hng (tc ng) To ra mt ntng ttu tin, ch huy s ch v tn trng, th hin mt khng kh ca s t tin. Biu hin chnh TrangphcphhpDuytrschuynnghip,hnhnhngi co kinh nghi m. Biu th thi chuyn nghip Trng by mt s xut hin bnh tnh; khng xut hin thn kinh hoc qu lo lng; p ng mt cch ci m v nng nhit khi thch hp. NichuynmtcchttinNichuynvimtgingiut tin ca ging ni. V d in hnh oTontngchuynnghiputintrn khch hng ni b / bn ngoi. oi din cho cc b phn, t chc trong cc giao dch ban u vi khch hng bn ngoi / ni b hoc cc t chc khc.oGpgnhngngitcngng,chnh ph,hoccctchckhcchomcch kinh doanh.oT chc du khch v to n tng tt.oTngtcvikhchhngbnngoihoc i din ca cc t chc khc.oTipxcbanuvikhchhnghoc May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 61 nhngngikhc,trongtoramtn tngtchccvnhngngikhclrt quan trng.oTham gia kinh doanh cc chc nng x hi trongtoramtntngtchccv nhng ngi khc l rt quan trng.oChondukhchtbnngoibphn hoc t chc. 23. Gim st thng tin Thit lp quy trnh lin tc thu thp v xem xt thng tin cn thit qun l mt t chc hoc cc hot ng ang din ra bn trong n. Biu hin chnh XcnhnhucugimstXcnhhthng,quytrnh, hoccckhuvccnctheodi;xcnhnhngthngtin no cn c thu c. PhttrinhthnggimstThitlphthnggimst hot ng hoc kt qu u ra c d dng s dng v cung cp thng tin kp thi v thch hp.TrinkhaihthngtheodiHiuquttronghthng gimstdinraviginontithiuchoqutrnhtchc khc. nhgidliuThuthpnhngdliuvnhgimt cch thng xuyn xc nh tin , d on nhu cu, v c nhngiuchnhcnthitchongilaonghocccqu trnh. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 62 V d in hnh oThit lp h thng gim st hot ng trong mt khu vc nhn trch nhim. oHp khng chnh thc vi cc ng nghip, thnhvintrongnhm,hocnhngngi khc kim tra v tin , vn , vvoTriu tp cuc hp nh gi tin hoc chiasthngtin.Gimstthitb,dng c,hocccsnphmmboqu trnh sn xut hoc l chnh xc.oXemxtbocotheoditincng vic.oDuy tr h s cc cuc hp, tho lun, hoc gi in thoi. Gim st th thoi v / hoc hthngthintcpnhtvtin nhn.oXemxtccbocotchc,tiliu cthngtinvsphttrinmihoc chin lc.oGimstccquynhcnhhngn ngnh cng nghip (v d, lp php v mi trng).oTheodistinbcaihocnhmd n, mc tiu, nhim v, vvoThitlphthngkimtraktquu ra lm vic m bo qu trnh hot ng ng. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 63 Ch Gimstthngtinkhngnnnhmlnvitheodi,trongtp trung vo c nhn c th, cc bi tp, hoc cc d n khng thnh lp cc h thng gim st cc hot ng ang din ra hoc cc qu trnh trong mt t chc. 24. Khi xng hnh ng (Sng kin) Hnh ng nhanh chng thc hin mc tiu; hnh ng t cmctiuxahnnhnggcyucu;lunlunch ng. Biu hin chnh p ng mt cch nhanh chng C hnh ng ngay lp tc khiphiimtvimtvnhockhithchinnhnthc ca mt tnh hung. ChnhngclpTrinkhainhngtngmihoc giiphptimnngmkhngnhc;khngchichongi khc c hnh ng hoc yu cu hnh ng LuntrnvvtrangoigiihnC hnh ng vt ra ngoi yu cu cng vic t c mc tiu. V d in hnh oThchinnhimvbnngoicamt ngikhuvctrchnhimgipccb phn hoc t chc. oTnhnguynvinchoccybanhoccc May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 64 bitplclngnhimvmvtqu gii hn bnh thng ca cng vic.oXcnhcchthcthchinmtcng vicddnghnhochiuquhn.C hnhngtrnmtdnmkhngc yucucamtnhlnhoqunl/ gim st / i.oThuthpthngtinthmcthcchcho cc bo co hoc cc cuc hp.oHythmtcchmithchincng vic v n c th c hiu qu hn.otcuhivcchthtchnhchnh c thc hin v ngh thay i.oPhngphpcuhimbocht lng v gp kin ci thin quy trnh.oTnh nguyn gip ng nghip khi khi lngcngvicringlnh.Btu phngphpmigichnkhchhng thngbo.Tnhnguynphcvtrongcc y ban nhn vin cp.onghcccchgiiquytvn,ci thinquytrnhlmvic,vv,mkhng c yu cu. Ch Khi xng hnh ng c th c tch ra t hu ht cc nng lc khcbngcchgitrongtmtrntptrungvoxuhnghnh May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 65 ng,chkhngphichtlngcacchnhng.Mtcnhn c th hnh ng c lp v i xa hn mong i trong khi th hin nhiu nng lc khc. Quytnh,tptrungkhchhng,hocimi.Thctlhs hnhngclpvitrnvvtrangoilkhnngkhi xng hnh ng. Ni dung ca cc hnh ng khi xng hin th (v d nh cht lng ca cc quyt nh, gi tr ca cc bc thc hin p ng nhu cu khch hng, hay s c o v hu ch ca cc tng) lin quan n cc nng lc khc. So snh vi: Duytrnnglng.Nnglcnytptrungvovicduytr hiuqu,trongkhiduytrgilmvicdihocthchintinh thn hoc th cht nh thu lm vic. Kin tr. Nng lc ny tp trung vo tn s ca nhng n lc pngmtmctiu.Mtngilmchonhngnlclpi lp li vt qua chng ngi vt c chng minh c bn hiu qu. 25. i mi To ra cc gii php sng to trong cc tnh hung cng vic; c gng nhiu cch khc nhau v mi l i ph vi cc vn cng vic v c hi. Biu hin chnh M hnh thch thc Xc nh cc gi nh tim n trong cch vn hoc tnh hung c xc nh hoc trnh by; nhn thy May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 66 nhng cch khc xem hoc xc nh cc vn ; khng b hn ch bi nhng suy ngh hoc cch tip cn ca ngi khc. Thc y ngun ti nguyn a dng Rt ra nhiu v a dng ngun(cnhn,ccngnh,cccquancakinthc)cho nhng tng v cm hng. SuynghcimKthptngtrongcchcohoc lmchoccktnigianhngtngkhcnhau;khmph dngttngkhcnhau;Xemtnhhungtnhiuquanim; gp tr tu nhiu cch tip cn / gii php. CnhiugiiphpnhgiXemxtnhiugiiphptim nng v nh gi mi khi chp nhn bt k.mbophhpMctiulnhvcquantrngchosi mi v pht trin cc gii php nhm gii quyt cc vn cng vic c ngha. V d in hnh oToraccgiiphpmichoccvn kinhdoanh.nghcchthcmip dng kin thc hin c. oPhttrincitinsngtoccsnphm/ dch v ca t chc.oToraskthpmicaccsnphm/ dchvhincpngnhngchi mi.oNhnxahnccphngphpthvtht sgiiquytvn.Nhnrachis dng / tng khng bnh thng mi.oPhttrincitinsngtoquytrnh/ May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 67 quy trnh ca t chc.oHytochocuntiuthuytcaccqu trnhhinti/quytrnhgiiquytcc vn kinh doanh.oTmkimcitinlintcccqutrnh/ quy trnh ca t chc.oGiiquytmtvnmiviccthng tin c bn. Ch i mi l lin quan n vic ra quyt nh bi v n lin quan n nhiu v c o phn ng vi mt vn , m trng lp vi th h ca cc ty chn trong vic ra quyt nh. Mt ngi chng t mt mccaocasimitoracuntiuthuytnhiuhnhoc tychncohnsovinhngngikhngthhinhnhvi sng to hn nhiu. Trong i mi nng lc c th c s dng kt hp vi vic ra quyt nh nu to ra cc gii php mi l mt phn quan trng ca cng vic / vai tr. So snh vi: Khi xng hnh ng. Nng lc ny tp trung vo hnh ng bt k tnh mi hoc tnh c o ca n; i mi tp trung vo vic to mi v cc gii php sng to. 26.Lnh o / nh hng tm nhn v gi tr May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 68 Gi tm nhn v gi tr ca t chc i u trong vic ra quyt nh v hnh ng. Bn Tuyn B cc gi tr ca i hc Harvard Tn trng cc quyn, s khc bit, v nhn phm ca ngi khc. Trungthcvlimchnhtrongttccc giao dch.Theo ui tn tm xut sc trong cng vic ca mt ngi.Trchnhimchohnhngvngxti ni lm vic. Biu hin chnh TruynttmquantrngcatmnhnvgitrGip nhngngikhchiutmnhncatchcvccgitrv tm quan trng ca h. Chuyn nhng ngi khc hnh ng Chuyn tm nhn vccgitrvocchotngvhnhvihngngy;hng dnvthcynhngngikhccnhnghnhngh tr tm nhn v gi tr. Ccmhnhtmnhnvgitr.Chnhng,raquyt nh, v hnh dng i hoc nhm u tin phn nh tm nhn v gi tr ca t chc. GhinhntrctipcctmnhnvgitrCngnhnv nhn vin phn thng c hnh ng h tr tm nhn v gi tr ca t chc. V d in hnh May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 69 oToratingnithngquahnhngca mnhtrongvictoramtmitrngm nhng tng c th c chia s, cu hi c thcyu cu, v c nhn chu trch nhim v hnh ng ca mnh. oLmnibtmcchcatchcvnh hng tng lai cho tt c cc nhn vin hcthlmcngviccahhiuqu hn.oKhuynkhchtholunmcakhoch hnh ng trong tng lai v l do ng sau k hoch.oThy nim am m cho cc sn phm hoc dch v ca t chc.ombomctiuvhiusutcangi phi ph hp vi tm nhn v gi tr ca t chc.oSosnhccquytnhvhnhngca tm nhn m bo s lin kt.oLm r cho ngi khc nhng g h c th lm chngminh tm nhn v gi tr ca t chc.oVmtbctranhsngngtronglini v hnh ng hin th nhng g tm nhn v gi tr c ngha cho tt c nhn vin.oTruyn t hng kinh doanh cho t chc. So snh vi: May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 70 Raquytnhchinlc.Nnglcnytptrungvodi chuyn t chc t trng thi hin ti sang trng thi mong mun cadchtmnhnvomtkhochhnhngvktquo lngc.Ccnhlnhochinlcspxphthngvi tmnhn,knngcuvkhongcchhthng,vloibcc rocntctrngthimongmun.Mtnhlnho chinlcinvoccchitit,lmchosvicxyra,vcc bin php kt qu, trong khi mt nh lnh o c tm nhn xa v trongtqurng.Mttrongnhngngidnthngquatm nhn v gi tr lm cho tm nhn v gi tr c ngha v c th nhng ngi khc. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 71 27. Qun l xung t ng ph hiu qu vi nhng ngi khc trong tnh trng i u; s dng phong cch giacccnhnvphngphp gim cng thng hoc xung t gia hai hoc nhiu ngi. Biu hin chnh MracccuctholunhiuquThitlpmtldor rng v thuyt phc gii quyt cuc xung t. LmrtnhhnhhintiThuthpthngtintccngun lin quan hiu cuc xung t.CimthnthinviccbnKhchquanxemvicxung t t mi pha. Tptrungvogiiquytvnlitptrungvogii quyt cc cuc xung t v trnh cc vn c nhn v cc cuc tn cng. Pht trin suy ngh ca ngi khc v nhng tng ring. Trnh by v tm kim cc gii php tim nng hoc cc kha hc tch cc ca hnh ng. TonglcC hnh ng tch cc gii quyt mu thun mt cch gii quyt vn ny, mt i cuc xung t, v duy tr cc mi quan h. Kt thc tranh lun vi nhng tm lt r rngTm tt m bo rng tt c u nhn thc tha thun v hnh ng cn thit. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 72 V d in hnh oGii quyt tranh chp gia ngi lao ng. oGiiquyttranhchpgiaccnhmtrongt chc.oGii quyt tranh chp mt cch nhanh chng v hiu qu nht c th.oXem cho cc cuc xung t ngn chn chng pht trin.oGi mi quan h lm vic trn tru ngay c trong thi gian cng thng.oHa gii bt ng gia nhng ngi khc trong t chc.oKhuchtnbtngangnhhngtihiu sut.oGiodcnhngngikhcvcchiph hiu qu vi cc cuc xung t. Ch Qun l xung t c th c s dng m t cc hnh vi s dng trong cc cuc xung t, trong l mt trong nhng c nhn c lin quan cng nh khi lm trung gian xung t ca ngi khc. So snh vi: t c cam kt. Mt s hot ng chnh lm chng cho gia tccamktvqunlxungt.Khacnhcoca quntrxungtbaogmvicgiccvntholunnh May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 73 hng v khng cho n tr thnh c nhn, tiu tan cm xc v khng lm trm trng thm cho h, v i ph vi s cng thng nng n, m khng phi l thng hin din trong cc tnh hung lnh o khc. 28. Qun tr cng vic (Bao gm qun l thi gian) Hiu qu qun l ca mt thi gian v ngun lc m bo cng vic c hon thnh mt cch hiu qu. Biu hin chnh XcnhutinXcnhcchotngvnhimvquan trng hn v t quan trng; iu chnh cc u tin khi thch hp. Chunbchocngvicm bo rng thit b v / hoc vt liu cn thit l ti cc a im thch hp cng vic ring ca mnhvcangikhccthcthchinmtcchhiu qu. Lp lchHiu qu phn b thi gian ring hon thnh cng vic;tashuvnhngngikhc"lchtrnhtrnh xung t. Thc y cc ngun lc Tn dng ngun lc sn c (c nhn, quytrnh,phngban,vcccngc)honthnhcngvic mt cch hiu qu. GitptrungSdngthigianmtcchhiuquvngn ngaccvnkhnglinquanhocphinnhiutcanthip vi hon thnh cng trnh. V d in hnh oLp k hoch cho ti liu sn sng "ch trong May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 74 thi gian" hon thnh mt cng vic.oDuytrmtnhtkcngvic,snxut, hoc bo tr. oLnlchhphoccccuchnchonhng ngi khc. Gi cc tp tin c t chc. oThchinkhochdphngtrongtrng hp mt cuc hn b hy b. Bit v da vo cc "chuyn gia" trong phng ban khc nhau cthgiiquytvgiiquytccvn c bit. oDuytrmtlchhoclchtrnhchomt ngi khc. Sp xp i. oPhi hp v ln lch hp cho ngi khc. omborngcngvicutincaoc thc hin trong thi hn yu cu. Ch Khng s dng qun tr cng vic (bao gm qun l thi gian)Vi lp K hoch v t chc li vi nhau.Qun tr cng vic (bao gmqunlthigian)clinquanchtchviKhochvt chc; h chia s mt s hot ng chnh. S dng qun tr cng vic (bao gm qun l thi gian) khi tp trung trong cng vic / vai tr l v quy hoch ca ng nhim ca thi gian v cng vic ring ca mnh, khng xc nh lch trnh hot ng ca ngi khc. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 75 29. iu hnh cuc hp m bo rng mt cuc hp phc v cc mc tiu kinh doanh ca mnh trong khi s dng phong cch c nhn v phng php v xem xt cc nhu cu v tim nng ng gp ca ngi khc. Biu hin chnh MracccuctholunhiuquGipthitlpccmc ch v tm quan trng ca cuc hp. LmrtnhhnhhintiTmkim,cungcp,vtmtt thng tin; kim tra s hiu bit.Pht trin tng v sng kin ca ngi khcTm kim, gip, v pht trin cc xut; lm ngh theo th tc. ToiukinthunliC gng xydng tha thun v kt qu v hnh ng. Kt thc tranh lun vi tm tt r rngGip tm tt kt qu cuc hp v thit lp theo di. SdngccknnggiaotiphiuquThitlpccmi quan h gia cc c nhn tt bng cch gip mi ngi cm thy cgitr,nhgicao,vbaogmtrongcctholun(nng caolngttrng,thngcmsusc,linquann,titl,h tr). V d in hnh oMctiunhncvchngtrnhnghs chocccuchp(vd,cccuchpcn b,cccuchpnhmcngtc,cccuc May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 76 hp chin lc doanh nghip). oCgnglyctnghocngh ngikhctrongcccuchp.Theomt chng trnh ngh s cho cc cuc hp thnh lp.oGp kin v th tc trong cc cuc hp.oDuytrlngttrngcangidntrong cc cuc hp.oTmttthathuntcvccvn hocquantm.Canthiptrongcccuc hp gii quyt tranh ci hocovngiacccnhntrongbocotrc tip,thnhvintrongnhm,hocng nghip.oNgythitlptrongcccuchpchotheo di phin nu thch hp.oC c tt c cc thng tin cn thit gii quyt cc vn trong cc cuc hp.omborngttccckinctrng cu v hiu trong cc cuc hp.oTrin lm phong cch giao tip thch hp i ph vi nhng ngi tham gia trong cc cuc hp.oKimtraringv/hocshiubitngi khc trong cc cuc hp.oTin hnh cc cuc hp.oTinhnhgiiquytvnhocchias thng tin cuc hp. Ch May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 77 Khngsdngiuhnhcuchpvthamgiacuchpvi nhau. S dng iu hnh cuc hp cho cng vic / vai tr trong ng nhim c trch nhim to iu kin cho cc cuc hp; s dng tham gia hp khi ch ng gp d kin. Ngi iu hnh khng phi n t cc c nhn cp cao nht ti mt cuc hp, mc d l cc ngun ph bin nht. Chia s vai tr lnh o, khi nhng ngi khc nhau dn cc b phn khc nhau ca mt cuchpangtrthnhphbinhn.Knnglnhohpc cc k nng tin tin cho cc thnh vin ca nhm lm vic c u quyn (cc i t nh hng). Sau khi mt nhm c hot ng trongmtthigian,lnhobtucchiasvnnglcny tr nn quan trng cho tt c cc thnh vin trong nhm. Mc d t c cam kt c th l mt kh nng quan trng chng minh trong cc cuc hp, nng lc ny l khc bit t iu hnh cuc hp v cn c x l ring. 30. Tham gia cuc hp S dngphongcchcnhnvphngphp giptc mc tiu ca mt cuc hp trong khi xem xt cc nhu cu v tim nng ng gp ca ngi khc. Biu hin chnh LmrtnhhnhhintiTmkim,traoi,vtmtt May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 78 thng tin; thm d s hiu bit. Pht trin tng v sng kin ca ngi khc Tm kim, gip, v pht trin cc xut; lm ngh theo th tc. To iu kin thun li C gng xy dng tha thun v kt qu v hnh ng. Sdngccknnggiaotiphiuqu Thit lp cc mi quan h gia cc c nhn tt bng cch gip mi ngi cm thy cgitr,nhgicao,vbaogmtrongcctholun(nng caolngttrng,thngcmsusc,linquann,titl,h tr). V d in hnh otcuhitrongmtcuchplmr ccvnkthut.Phnnglivi tng ngi khc trong mt cuc hp. oM rng trn tng ngi khc trong mt cuchp.Bytkinhaytngtrong mt cuc hp.oCung cp chuyn mn trong mt cuc hp.oHyngdytrongmtcuchpvcc vn c khnng khng c a chung. Thamgiatchccvhiuqutrongcc cuc hp.oTrnh bythngtin hoc ccis c hiu qutrongmtcuchp.Khuynkhch nhng ngi khc ng gp kin trong mt cuc hp.oThamgiagiiquytvnhocchias May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 79 thng tin cuc hp. Ch Khngsdngthamgiacuchpviuhnhcuchpvi nhau. iu hnh cuc hp s dng cho cng vic / vai tr trong ng nhim c trch nhim to iu kin cho cc cuc hp; s dng tham gia hp khi ch ng gp d kin. 31. m phn Hiu qu tm hiu phng n v v tr t c kt qu c t c s ng h v chp nhn tt c cc bn. Biu hin chnh LmrtnhhunghintiTm hiu nhu cu, mi quan tm tt c cc bn ", v v tr ban u, k c chnh bn thn. Xcnhccimng/khngngXydngnn tngchungbngcchnubtlnhvcthothun;tptrungn lc bng cch ch ra lnh vc khng ng . GicuctholunnhhngtheovnQunlquy trnhcnhntiptctptrungvoccnhimv;tnhxy dng gii quyt cm xc v xung t. PhttrintngvsngkincangikhcTham gia vo ln nhau gii quyt vn bng cch ng no v tr thay th hocphngphptipcnvnhgichngmtcchcng khai v cng bng. XydnghtrchoccphngnutinXy dng gi trcaphngnutinbngcchlinhchngvinhucu May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 80 cabnkia;pngsphnibngcchnhnmnhgitr; thy nhiu vn vi phng n khng mong mun. ToiukinthunliTmkimmtgiiphpwin-win thngquamtqutrnhchovmtcngnhnnhucuctli ca mi bn. V d in hnh om phn cc iu khon, tha thun, v s hiubitvinhngngikhc(vd, khchhng,qunlcpcao,ccnhcung cp,ccngnh,cquanqunl,ccnhm li ch c bit).om phn lch trnh v phn phi vi khch hng.mphncciukhontichnh vi khch hng bn ngoi.oPhnxchnhschhocbtngvth tc.oThamgiavogiiquytvnbngcch cungcpccvtrthaythvnhgi chng mt cch cng khai v cng bng.omphnvhpnghocthathun. m phn hp ng lao ng.om phn quan h i tc kinh doanh. Ch Nnglcmphnnncsdngchkhimphncciu khon, iu kin v cc tha thun (nh hp ng php l, hp ng May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 81 lao ng, hp ng nh cung cp, hoc quan h i tc kinh doanh) l mt phn quan trng ca cng vic / vai tr. Tnh hung m phn r rng c c trng bi mt cuc xung t cm nhn vi mt s khc bit trong cc mc tiu, kt qu quan trng b e da c s c tc ng trong mt thi gian di ca thi gian, v mt kt qu thng-thua r rng. 32. K hoch v t chc Thit lp k hoch hnh ng cho bn thn v nhng ngi khc m bo cng vic c hon thnh mt cch hiu qu. Biu hin chnh XcnhutinXcnhcchotngvnhimvquan trng hn v t quan trng; iu chnh cc u tin khi thch hp. XcnhnhimvvngunlcXcnhyucudn/ nhimvbngcchchiachngthnhnhngcngvic;thitb xc nh, vt liu, v nhng ngi cn thit; v phi hp vi cc i tc trong v ngoi nc. Ln lchPhn b lng thi gian thch hp hon thnh cng vic ring ca mnh v ca ngi khc; trnh cc cuc xung t lch trnh; pht trin cc mc thi gian v s kin quan trng. Thc y cc ngun lc Tn dng ngun lc sn c (nhn s, quytrnh,phngban,vcccngc)honthnhcngvic mt cch hiu qu. GitptrungSdngthigianmtcchhiuquvngn ngaccvnkhnglinquanhocphinnhiutcanthip vo hon thnh cng vic. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 82 V d in hnh oKhochsdngthigianringthc hin mt lot cc nhim v. oSpxpcngviccaringcccng vic quan trng nht c thc hin.oS dng mt lch hoc tp tin cng vi c kho khn sp xp cc cuc hp, lm vic, vv Lch lm vic vi cc c quan hoc cc khu vc khc.oChunbkhochchoccdnhoccc bitpln(baogmcnhimv,ngun lc, v khung thi gian).oPht trin thi gian biu hoc mc bng xp hng cho cc d n.oLnlchhpviccngnghip,nhn vin, khch hng ni b / bn ngoi, cc nh cung cp, hoc nhng ngi khc.oChun b ti liu cho cc d n hoc cc bi thuyt trnh.oiuchnhlchtrnhdatrnnhngtnh hung u tin xy ra trong sut tun.oTvnchongikhc,phihplchtrnh cahgiiquytccvncakhch hng u tin.oPhihpthigianvutinringvinhu cu ca khch hng v nhng ngi khc.oBitvdavocc"chuyngia"trong phngbankhcnhaucthgiiquytv May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 83 gii quyt cc vn c bit.oKhochlchtrnhlmvicringvit hoc khng c s gim st hoc hng dn.ou tin thi gian v ngun lc (cng ty) ti chnh.ot li vi nhau v thc hin k hoch d n Ch KhngsdngKhochvTchcvquntrcngvic (bao gm qun l thi gian) cng nhau. Lp k hoch v t chc lin quan cht ch qun l cng vic (bao gm qun l thi gian); h chia s mt s hot ng chnh.Khochvtchcsdngkhicngvic/vaitrihing nhimlpkhochcaringmnhvngikhcthigianvcc hot ng.Chduytrmtlchtrnhbngvnbnhocspxpcccuchp cho nhng ngi khc khng iu kin nh lp k hoch thi gian v cc hot ng cangi khc. B sung quyhoch v hnh vi t chc phi c mt trong mt cng vic / vai tr bin minh cho vic s dng K hoch v T chc lc. 33. nh hng cht lng ( ch n cc chi tit) Hon thnh nhim v bng cch xem xt tt c cclnhvc c lin quan, khng c vn nh nhth no; cho thy mi quan tm cho tt c cc kha cnh ca cng vic; kim tra chnh xc cc quy trnh v cng vic; l thn trng trong mt khong thi gian. Biu hin chnh May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 84 TuntheoquytrnhChnhxcvcnthntheoquytrnh c thnh lp hon thnh nhim v cng vic. m bo u ra cht lng cao Thn trng di theo cc quy trnh cng vic, nhim v, v cc sn phm lm vic m bo t do t li, thiu st, hoc khim khuyt. Thc hin hnh ng khc phc Khi to hnh ng sa vn cht lng hoc thng bo cho nhng ngi khc v cc vn cht lng cho ph hp. V d in hnh oXemxtttcccbphncamtcng vic m bo cht lng. oBo co y, n t hng, hoc cc ti liukhcmtcchchnhxc.Cngvic cabngchngxcnhlihaythiu st.oXemxtvchnhsanucnthitttc cc ti liu m bo chnh xc v y .oThngbochokhchhngbnngoi/ni bbnhhngcanhngthayimt cch kp thi.omborngttcccchititcamt cng vic c hon thnh.oTheo di nhiu chi tit nh m khng qun btk.Nhnthysaisttrongcngvic trc khi n c phn phi.oKimtraxemttcccchitittrongtng May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 85 bc trong th tc c hon tt.oHy chc chn rng th t l li. So snh vi: Tiuchunlmvic.Nng lc ny tp trung vo thit lp tiu chuncao,lmvicchmch,vchutrchnhimvnhng thiu st. nh hng tp trung vo cht lng ch n cc chi tit v cc kha cnh ca mt cng vic hoc qu trnh trnh ktquurakhngttiuchun.Nkhnglinquanchu trchnhimhoctrchnhimcnhn;tptrungcanlkt qu. 34. Phng nga ri ro Bt u hnh ng m c gng t c mt li ch hay li th ghi nhn khi nhng hu qu tiu cc c kh nng c hiu r. Biu hin chnh TchcctmkimchiTheo ui nhng tnh hung hoc cc c hi c th dn n mt trong hai li ch ng k hoc hu qu tiu cc ng k TnhtonriroTphpthngtinhiuxcsutthnh cng, li ch ca s thnh cng, v hu qu ca tht bi. CamkthnhngKhi to hot ng d khng chc chn v kt qu; sn sng chp nhn hu qu ca tht bi. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 86 V d in hnh a ra quyt nh khi xc sut thnh cng l khng r rng.a ra quyt nh c lin quan n ri ro.Hythcchtipcnminhngkhng c chng minh gii quyt vn . 35. Nng cao nhn thc an ton Xc nh v iu chnh cc iu kin nh hng n an ton lao ng; duy tr cc tiu chun an ton. Biu hin chnh Xc nh cc vn an ton v cc nguy cPht hin iu kin lm vic nguy him v cc vn an ton; kim tra thit b v / hoc khu vc lm vic thng xuyn. ChnhngkhcphcBocohocsachaiukin lm vic khng an ton; khuyn ngh v / hoc ci thin quy trnh an ton, an ninh; thi hnh cc quy nh v quy trnh an ton.Gim st hnh ng khc phc Gim st vn an ton, an ninhsaukhichnhngkhcphcvmbotiptctun th. V d in hnh oBiuhinkinthccattcccquynh an ton, an ninh c lin quan. oTi liu v / hoc gim st an ton, vi phm May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 87 an ninh.oGiithiuv/hoccithinquytrnhan ton, an ninh. Thc thi an ton v / hoc th tc an ninh.oXem xt cc hun luyn an ton.oChng minh v / hoc gii thch thit b v / hoc quy trnh an ton.oNhnthccantonngnghip'trong khi thc hin bo tr.oHiulmthnosdngvvnhnh thitbanton.iuvinhngngi khc v s an ton hoc vi phm an ninh.oTheo an ton v / hoc th tc an ninh trong cngvic.Nhnthccsnguyhim ca cc cht liu nguy him.oCnhgicviiukinlmvickhngan ton.oBo co v / hoc iu kin lm vic khng antonchnhxc.Hyhnhngsa thi quen lm vic khng an ton. 36. Kh nng bn hng/ thuyt phc Sdngphongcchcnhnvphngphpgiaotipt c s chp nhn ca mt sn phm, dch v, hoctng t khch hng tim nng v khch hng Biu hin chnh May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 88 CccuhivthmdTmkimthngtinhiutnh hung, nhu cu, li ch tim nng v mong mun.ThitlpchinlcPhttrincchtipcnsnphmtt nht v tr, dch v hay tng; thc y cc yu t h tr, khc phc hoc gim thiu cc ro cn, v gii quyt nhu cu c bit v s thch ca cc nh sn xut quyt nh quan trng. XydngmiquanhLmchontngthunlibng cch tng tc vi khch hng tim nng / khch hng theo cch thc xy dng mi quan h hiu qu Th hin kh nng Gii thiu sn phm, dch v hay tng mt cch r rng cho thy h s p ng nhu cu v em li li ch; xy dng s t tin trong cc sn phm, dch v hay tng. Cam kt li nhun S dng k thut thch hp chuyn nhng ngi khc hnh ng hoc t c tha thun. V d in hnh oXc nh nhu cu v li ch ca khch hng. oTrnh by l l thuyt phc h tr cc v tr. oLm ni bt nhng thun li hay li ch ca sn phm hoc dch v cho cc c nhn v t chc. ong ph vi s phn i. oChng minh s linh hot trong vic i ph vi nhngkhcbitcnhn/phongcchca khch hng. oHiu ca khch hngng cmua (kinh t,k thut, vv). oThitlpstnnhim/nhtchccvi May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 89 khch hng tim nng. oSdngkthuttcuhihiuquhiu mt cch r rng nhu cu khch hng. oPhn bit sn phm hoc dch v trong con mt cakhchhng.Chngminhnhngthunli haylichcamttnghockhocht chc. oChnmtcchtipcnthchhptc tha thun mt tng hay hnh ng. oLin quan li ch ca tng hoc xutvi nhu cu v li ch ca c nhn. Ch Trng lp tn ti gia nhng k nng m lm cho mt ngi mt nh lnh o hiu qu v cc k nng m lm cho mt ngi mt ngi thuytphchiuqu(hocnhnvinbnhng),nhngcngc nhngkhcbitquantrng.Cchotngchnhcannglcny tp trung vo s khc bit. Khngs dng nng lc ny m t nh hng ca nh lnh o trnbocotrctip.Ncmtnhhngrabnngoivc s dng cho cc v tr bn hng lin quan n v mt s v tr qun l thay v t c cam kt. 37. Ra quyt nh chin lc Thu thp thng tin v xc nh cc vn chnh v cc mi quan hlinquannvictcmtmctiutmxahoctm nhn; cam kt mt qu trnh hnh ng thc hin mt mc tiu May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 90 tm xa hoc tm nhn sau khi pht trin gii php thay th da trn cc gi nh hp l, s kin, ngun lc sn c, kh khn, v cc gi tr ca t chc. Biu hin chnh Tp hp thng tin Xc nh v in vo nhng khong trng trong cc thng tin cn thit hiu vn chin lc. T chc thng tinT chc thng tin v d liu xc nh / giithchxuhngchnh,ccvn,vnguynnhn;sosnh v kt hp thng tin xc nh cc vn c bn. Xemxt/Chnchinlc.To ra v xem xt la chn cho hnh ng t c mt mc tiu tm xa hoc tm nhn; xy dng tiu ch quyt nh xem xt cc yu t nh chi ph, li ch, riro,thigian,vmuavo;lachnccchinlcdthnh cng. Lp k hoch thc hin Xc nh cc nhim v trng tm v ngun lc cn thit t c mc tiu. Thchinkhochmbochinlccthchin; gim st kt qu v lm cho iu chnh khi cn thit. V d in hnh Saibphnhoccchotngvcc th tc nhm ph hp vi ch th mi ln. Sa i i ng, n v hot ng v cc th tc ph hp vi ch th mi ln. Dchchthmilnvokvnghiusut c nhn. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 91 Thitlpccuphnthnghocui cho vic hon thnh cc ch th mi ln. Thitlpccchinlchocccphng php hon thnh ch th mi ln. m bo rng h thng t chc c a ra htrvichonthnhccchthmi ln. Thnh lp b phn hoc nhm u tin trong vic thc hin ch th mi ln. Dch mc tiu t chc thnh nhng mc tiu thc t v chin lc cho b phn ring. m bo tnh thng nht gia cc chin lc qunlcnhnhdichuyntonb din tch theo hng thch hp. iu chnh k hoch mt cch nhanh chng khiccvnphtsinhvmborng cc vn u tin c x l hiu qu. Cngnhncngnghthaythhoccc phng php cung cp hoc sn xut dch v hoc sn phm. Cmtcinhnrnghocdihnccc hi kinh doanh v k thut. So snh vi: Lnho/nhhng,tmnhnvgitr.Nnglcnytp trung vo lm cho tm nhn / gi tr tr nn sng ng bng cch h tr v cng c tm quan trng ca tm nhn / gi tr c to ra bi qun l cp cao. Mt trong nhng ngi dn thng qua tm nhn v gi tr lm cho tm nhn v gi tr c ngha v c th May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 92 nhng ngi khc. 38. Chu ng p lc ( nhn ni) Duy tr hot ng n nh di p lc hoc phn i (chng hn nhplc thi gian hoc cng vic khng r rng); x lcng thng trong mtcchlchp nhncchongi khc v cho t chc. Biu hin chnh DuytrstptrungVngitptrungvonhimvcng vicvhiuqusdngthigianvnnglngkhibcng thng. DuytrccmiquanhGii thiu mt sp xp tch cc v duytrccmiquanhgiacccnhnxydngkhibcng thng. ng ph c hiu qu Pht trin cc chin lc thch hp khi cn thit thay i iu kin to ra cng thng v duy tr sc khe th cht v tinh thn. V d in hnh oChutrchnhimvktqutchchoc kinh doanh. X l hiu qu vi trch nhim cng vic r rng. oXlhiuqumtkhilngcngvic nng n. oiphmtcchthchhpvinhucu cng vic tri ngc nhau. oiphthchhpvinghnghipkhng May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 93 chcchnhociukinlmvictrong tng lai. oXlhiuquphinnhiuhocginon lm vic. i mt nhng tnh hung mi hoc khng quen thuc t ngt. oX l hiu qu vi cc tnh hung cao im (vd,thihn,trnghpkhncp,thi gian v cng bn rn). oDnh nhiu thi gian xa nh.oi mt cc cuc xung t gia cc c nhn hoc cc i s.oHiu qu cn bng ngha v bn ngoi (v d nh, x hi hay x hi) vi cng vic.oGii quyt khiu ni ca khch hng ni b / bn ngoi hoc khng.oCsn(trncucgi)lmvickhicn thit.oVncnlinhhot,cimvtchcckhi i mt vi nhu cu thay i v nhu cu ca khch hng.oDuytrhiuqutrongkhikhngthc ctcccngvic(ngayckhichnh thc ngh). oLm vic ngy rt di, thng xuyn vi du lch rng ri.oVnlmttingnitchccchotchc trongkhigiaodchchyuvikhchhng khng hi lng.oCnbngcucsngcnhnvimtkhi May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 94 lngcngvicihicao.ttrongmt ngyvvnphihonthnhboco,th thoi/e-mail,vcngvichnhchnhti nh vo ban m. Ch Cc loi cng thng m mt trong nhng tip xc c th thay i khi di chuyn ln cc bc thang ca t chc. Cc nh lnh o tin tuyn tip xc thng xuyn nht thi gian cng thng v cng thng do schngicacctng.ccvtrqunlcptrung,cng thng tinh t hn i vo chi, chng hn nh l trong mt tnh hung khngrrngmkhngctrchnhimcngvicrrngvmc tiu. Cnh tranh ngang hng cng tr nn d di hn. Ccnhqunlcaocptringhimnhiuyutcngthngkch thch t duy ging gp phi cc nh qun l cp trung, nhng nhng yutnycthtrmtrnghndotmquantrnglnhntrong nhngquytnhmccnhqunlcpcaothchin.Ngoira, ccnhqunlcpcaothngxuynhntmthychnhmnh trong tnh hung m s tht ca tnh hnh khng r rng v thay i nhanh chng. Cng vic, nhim v v mi quan h khng r rng l tt c chung. Ngoi ra, cc nh qun l cp cao c th cm thy cng thng bi v h thiu kim sot khi cc s kin bn ngoi nh hng n s ph hp ca quyt nh ca mnh. So snh vi: Khnngthchng.Nnglcnytptrungvovicduytr hiuqukhiimtvitnhhungmihocthayi.Tuy May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 95 nhin, cng thng c th l mt hng s trong mt cng vic. Mt ngicthcthduytrhiusutdiplc(Stress Tolerance)nhngcthkhngckhnngthchngttvi thay i (Kh nng thch nghi). 39. K thut / Kin thc chuyn mn v k nng tc mt mc thangv k nngchuynmnk thut hoc kin thctrongcclnhvclinquann v tr; gi visphttrinvxuhnghinnaytronglnhvcchuyn mn. Ch ivinhiucngvic/vaitrlthchhpnhtsdng nnglctiuchunnyvikhuvctychnhchnhthc(ch khng phi l hot ng chnh) xc nh kin thc / k nng cn thit cho ngnh cng nghip, cng ngh v chc nng ca cng vic / vai trc phn tch. (Xemmu Lnh vc Kin thc chnh di y.) Cckhuvcnycncxcnhthngquaqutrnhxcnh nng lc (phn tch cng vic). Kthutphctphncngvic/vaitrcthcnmtsring bit, tychnh k thut / chuyn nghip kin thc vk nng nng lccungcpccnhnghachnhxchnvcclnhvckin thc / k nng. So snh vi: May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 96 Hc p dng v lin tc hc tp. Nhng nng lc tp trung vo thu thp kin thc. Tp trung ny cng l mt phn ca k thut / chuynnghipkinthcvknng.Sdnghcpdngv hctplintcvikthut/chuynnghipkinthcvk nng ch khi k vng c c kin thc vt ra ngoi lnh vc ca k nng k thut v chuyn nghip v kin thc. V d Lnh vc Kin thc chnh KinthcmarketingHiuvsdngcckthuttipth hiu qu h tr trong khu vc v mc tiu ca c nhn v ti a ha li nhun trn la tip th ca mnh. Kin thc qun tr ti chnh Hiu c bn v ti chnh (v d, phn tch ti chnh, k ton, ngn sch) v c th s dng d liu ti chnh chn on chnh xc iu kin kinh doanh, xc nh cc vn quan trng, v pht trin cc chin lc v k hoch. KinthcCngnghipHiuccngnhcngnghipvcc yu t c th nh hng n mc tiu v khu vc doanh nghip; s dng kin thc ngnh cng nghip trong vic lp k hoch v ra quyt nh. DuytrcpnhtVngingangnhaucasphttrinhin ti v xu hng trong tt c / khu vc kin thc chuyn mn k thut c lin quan. V d in hnh oHiu c ngn ng k thut ca cng vic oHiuccthnhphnkthutcacngvic (v d, kin thc php lut v thu hoc cht bn dn).May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 97 oSdngkinthckthuthocknng khngddnghaynhanhchnghcc vo cng vic.oHiu ti liu k thut.oHonthnhnhimvphctpmkhng cn hi c hng dn hoc hng dn.oThnh tho cc k nng my tnh.oXem xt thng tin k thut gi cho thc ca s pht trin trong lnh vc ny.oThamdhithochuynnghiphoccc cuc hp hin ti.othccasphttrinhintivxu hngtrongttc/khuvckinthc chuyn mn k thut c lin quan. 40. Kin tr cng mt v tr hoc k hoch hnh ng cho n khi mc tiu mong mun thu c hoc khng cn hp l c th t c. Biu hin chnh DuytrccnlcLmvictcmctiubtchp ro cn, kh khn; tch cc lm vic vt qua nhng tr ngi bngcchthayichinlc,tnggpinlc,sdng nhiu phng php tip cn, vv Chuynhngtptrungvoiuchnhtptrungvokhi ntrnnrrnglmtmctiukhngthtc;chuyn hngnnglngvoccmctiucthtclinquan nu thch hp. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 98 V d in hnh Tiptckugikhchhngtimnngbtchp phn i ban u. Tipxclpilplivikhchhngtimnng. Tiptccgngtcmctiubtchp nhng tr ngi.livimtchinlchaykhochhnhng chonkhimctiumongmuntchay khng cn c th t c.Nhiu ln trnh by mt tng mt ngi qun l xem xt hay hnh ng.Tiptcvimtkhchhngtimnngbnhng ngay c khi quyt nh c hn su thng. Ch Kin tr l mt lng nng lc. Tp trung vo tn s ca nhng n lctcmtmctiu,nhtringcvichtlngca nhngnlc.(Chtlngcaccnlccthchngminhkh nng bn hng / thuyt phc hoc nh hng cht lng, ty thuc vo mc tiu.) Hiu qu trong Tenacity i hi c nhn cn bng tn s ca nhng n lc vi bit khi no phi b thuc l. 41. Xc nh gi tr a dng nh gi cao v tn dng cc kh nng, hiu bit, v tng ca tt c cc c nhn; lm vic hiu qu vi cc c nhn ca phong cch a dng, kh nng, v ng lc. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 99 Biu hin chnh Thc y s a dng Tm kim v s dng nhng tng, kin, v nhng hiu bit t cc ngun, c nhn a dng v khc nhau; ti a ha hiu qu bng cch s dng c nhn ti nng v kh nng c bit v nhim v hoc cc bi tp. TmkimshiubitThit lp mi quan h vi v hc hi c nhiu v con ngi ca nn vn ha khc v ngun gc (v d, vn c bit, chun mc x hi, cc phng php ra quyt nh, s thch). Nhvchadngnghccgitradngchongi khc;chnhngtngsadngtinilmvic(vd, bngcchtuyndngvphttrinconngicngungca dng v nn vn ha); phi i mt vi hnh vi phn bit chng tc,phnbitgiitnh,hockhngphhpbinhngngi khc; thch thc thc tin t chc loi tr. C hnh ng tn trng s a dng Kim tra nh kin ca v hnh vi trnh nhng hnh ng khun mu hoc phn ng; k hoch v c hnh ng xem xt s a dng ca nhng ngi tham gia hoc b nh hng. V d in hnh oTham gia o to a dng oThamgiavoccnlcadngcaa phnghtrnhngnlcadnga phng oHnh ng hoc tm kim cc ngun lc thch May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 100 hp khi cc vn pht sinh 42. Cc tiu chun lm vic Thit lp cc tiu chun cao v hiu sut cho mnh v ngi khc; ginhtrchnhimvtrchnhimgiitrnhchovichon thnh nhim v hoc nhim v; t p t tiu chun xut sc hn khi cc tiu chun p dng. Biu hin chnh CctiuchunvsxutscThitlpcctiuchunv/ hocquytrnhlmvictcmtmccaovcht lng, nng sut, hoc dch v. mbochtlngcaoDnhthigiancnthitvnng lngccbitphocnhimvmborngkhngc khacnhcacngviccbqua;lmvicvtqua nhng tr ngi hon thnh nhim v hoc cc bi tp. Chu trch nhim Nhn trch nhim cho cc kt qu (tch cc hoc tiu cc) ca tcphm camnh; tha nhn sai lm v tp trung li n lc khi thch hp.KhuynkhchnhngngikhcphichutrchnhimCungcpkhuynkhchvhtrchonhngngikhctrong vicchpnhntrchnhim;khngchpnhnstchica ngi khc m khng c trch nhim thm vn. V d in hnh oPhbnhhiusutcaringnhmt phngtintcithin.Thitlpcctiu May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 101 chuncaovhiusutlmvicchobn thn. . oThitlpcctiuchuncaovhiusut choing,nhm,hocnhngngi khc. Hon thnh cng vic ca thi gian.oXem xt cng vic ca ngi khc v cht lng.oThc hin cng vic m khng c kim tra bi nhng ngi khc.oHin nim t ho trong cng vic c gi ti khch hng ni b / bn ngoi.oThit lp v d v cc cng vic cht lng cao cho cc ng nghip.omborngthtlgngngv chuyn nghip.oXem xt cc sn phm hoc cc ti liu v cht lng. May 28, 2014T IN NNG LC CA I HC HARVARD V i e t n a m e s e b y M i n h K h a i H o a n g Page 102