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Ky nang giao tiep oralcommunication
- 2. The Importance of Communication YÙ nghóa Quan Troïng cuûa söï Giao Tieáp
- 3. The Importance of Communication YÙ nghóa Quan Troïng cuûa söï Giao Tieáp Söï Giao Tieáp gioáng nhö maïch maùu trong cô theå Khoâng theå coù hoaït ñoäng kinh doanh maø thieáu söï Giao Tieáp Cung caáp Thoâng tin, vaø phaûn hoài thoâng tin giuùp doanh nghieäp coù theå thieát laäp muïc tieâu nhieäm vuï cuûa mình vaø chænh ñoán hoaït ñoäng cuûa mình ñeå thích nghi vôùi moâi tröôøng beân ngoaøi Communication is just like the blood vessels in the body. No business will do without Communication Provide Information, feedback so that a business can set it’s goals and objectives and adjust it’s operation to adapt the external environment.
- 4. Consequences of Bad Communication Haäu Quaû cuûa söï Giao Tieáp yeáu keùm
- 5. Communication Model Moâ Hình Giao Tieáp SENDER Ngöôøi Göûi Transmission / Söï Truyeàn Daãn RECEIVER Ngöôøi Nhaän Encode CHANNEL Maõ Hoùa NOISE Nhieãu Decode Giaûi Maõ
- 6. Forms of communication Caùc Hình Thöùc Giao Tieáp Giao Tieáp Qua Ngoân Töø (Verbal communication) – Giao tieáp qua lôøi noùi (Oral communication) – Giao tieáp qua vaên baûn (Written communication) – Caùc kyõ naêng thuyeát trình (Presentation skills) Giao Tieáp Khoâng Qua Ngoân Töø (Non-verbal communication) – Ngoân ngöõ cô theå (Body language) – Gioïng noùi / Thanh ñieäu (Voice/tone) – ...
- 7. How effective are you ? in communicating Baïn coù gioûi giao tieáp khoâng
- 8. Communication problems Nhöõng khoù khaên trong giao tieáp Giao tieáp laø chuyeän khoâng deã daøng vì coù quaù nhieàu yeáu toá aûnh höôûng ñeán quaù trình naøy Boä oùc cuûa chuùng ta gioáng nhö moät laêng kính coù xu höôùng dieãn giaûi nhöõng gì thu nhaän ñöôïc theo caûm nghó Communication is not easy since there are many elements involved in the process. Our brains act like the lens, which tend to interpret all information received from our senses
- 9. Psychological issues in communication Nhöõng vaán ñeà taâm lyù trong giao tieáp Trí Nhôù (Memory) Nhaän Thöùc (Perception) Söùc YØ Taâm Lyù (Psychological Inertia) Ngoân ngöõ (Language) Nhaân Caùch (Personality)
- 10. Memory – Trí Nhôù Trí Nhôù Caûm Nhaän (SM) Trí Nhôù Ngaén Haïn (STM) Trí Nhôù Daøi Haïn (LTM) Sensory Memory Short-Term Memory (STM) Long-Term Memory (LTM)
- 11. Sensory Memory Loaïi trí nhôù coù theå löu giöõ moät löôïng lôùn thoâng tin trong moät thôøi gian raát ngaén (vaøi giaây hoaëc ngaén hôn) Ví duï : caùc ví duï trong coâng nghieäp ñieän aûnh, böùc tranh toaøn caûnh cuûa tia chôùp, tieáng voïng kyù öùc, v.v… Coù theå löu giöõ raát nhieàu thoâng tin theo möùc ñoä baïn ñeå taâm ñeán Vaán ñeà veà thôøi haïn A type of memory that stores a large amounts of information for very brief periods (a few seconds of less) Example: movie industry, the whole picture of the lightning, echoes of sound in your mind... Can hold as much information as you attend to. Problem with its duration
- 12. Short-Term Memory (STM) Daïng trí nhôù vôùi dung löôïng vaø thôøi löôïng haïn cheá, coøn goïi laø trí nhôù “ñuû duøng” Ví duï : nhôù moät soá telephone coù 7 chöõ soá chöøng naøo coøn caàn duøng ñeán A type of memory with limited capacity and limited duration, also called working memory Example: holding a 7 digits telephone number long enough to dial it
- 13. Try this – Baïn Haõy Thöû Xem YRDWIAADEFDNSYE FRIDAY WEDNESDAY Vieäc chia thoâng tin thaønh nhieàu phaàn nhoû gaén vôùi yù nghóa naøo ñaáy seõ giuùp caûi thieän trí nhôù daïng STM – Breaking information in to meaningful chunks helps STM Chuùng ta coù theå löu giöõ 7 ± 2 phaàn thoâng tin trong boä nhôù STM – We can store 7 ± 2 meaningful pieces of information in STM
- 14. 100 80 60 40 20 0 STM Retention interval (seconds) Thôøi gian löu giöõ thoâng tin (giaây) 3 6 9 9 12 15 18
- 15. Long-Term Memory (LTM) Daïng trí nhôù vôùi löu löôïng gaàn nhö laø voâ haïn vaø thôøi löôïng raát daøi, neáu khoâng noùi laø voâ taän. LTM bao goàm : – Trí nhôù chu trình: nôi löu giöõ caùc lieân töôûng phaûn öùng khi bò kích thích vaø caùc khuoân maãu veà kyõ naêng phaûn öùng – Trí nhôù ngöõ nghóa:nôi löu giöõ töø vöïng, caùc söï kieän, caùc quan ñieåm vaø caùc quy taéc ñôn giaûn – Trí nhôù phaân khuùc: löu giöõ caùc kinh nghieäm baûn thaân A type of memory with virtually unlimited capacity and very long, if not limitless, duration. LTM includes: – Procedural memory: a sub system of LTM, in which stimulus response associations and skilled patterns of responses are stored – Semantic memory: a sub system of LTM, in which vocabulary, facts, simple concepts and rules are stored – Episodic memory: a sub system of LTM, in which personal experiences are stored
- 16. Stimuli in the environment / Caùc taùc nhaân kích thích trong moâi tröôøng Sensory memory If attended to / Neáu chuù taâm Short-term memory (STM) Elaborative rehearsal / Neáu chòu khoù taäp luyeän If attended to / Neáu chuù taâm Long-term memory (LTM) Maintenance rehearsal / Duy trì taäp luyeän
- 17. How to improve your memory? Laøm caùch naøo ñeå caûi thieän trí nhôù
- 18. Perception – Nhaän Thöùc
- 19. Perception – Nhaän Thöùc
- 20. Perception – Nhaän Thöùc
- 21. Perception – Nhaän Thöùc
- 22. Perception – Nhaän Thöùc
- 23. Perception – Nhaän Thöùc
- 24. Perception – Nhaän Thöùc
- 25. Perception – Nhaän Thöùc
- 26. Perception
- 27. Perception
- 28. Psychological inertia Söùc YØ Taâm Lyù
- 31. Baïn nhìn thaáy gì ôû ñaây?
- 32. Baïn nhìn thaáy gì ôû ñaây? Coøn hình naøy?
- 33. The story of my window...
- 35. LLaanngguuaaggee –– NNggooâânn NNggööõõ Laø moät taäp hôïp caùc kyù hieäu tuøy yù coù moät yù nghóa naøo ñoù chung cho moät coäng ñoàng söû duïng thöù tieáng ñoù vaø tuaân thuû nhöõng quy taéc phoái hôïp nhaát ñònh naøo ñoù A large collection of arbitrary symbols that have a shared significance for a language using community and that follow certain combinatorial rules
- 36. PPrroobblleemmss wwiitthh llaanngguuaaggee CCaaùùcc vvaaáánn ññeeàà lliieeâânn qquuaann ññeeáánn nnggooâânn nnggööõõ Moät töø coù theå coù nhieàu yù nghóa khaùc nhau Moät yù coù theå ñöôïc dieãn ñaït baèng nhieàu töø khaùc nhau Caùc khaùc bieät khi tieáp thu vaø hieåu yù nghóa cuûa töø Moái töông taùc giöõa ngöõ caûnh vaø ngoân ngöõ khoâng lôøi One word may have many meanings One meaning can be expressed with many words Differences in perceiving meaning of word Interference of context and non-verbal language
- 37. Personality – Nhaân caùch Explore your MBTI profile!
- 38. The ways we interact with World Caùc hình thöùc töông taùc giöõa con ngöôøi vaø theá giôùi PPeerrcceeiivvee IInnffoorrmmaattiioonn CCaaûûmm nnhhaaäänn tthhooâânngg ttiinn PPrroocceessss IInnffoorrmmaattiioonn Extroverts Höôùng ngoaïi XXööûû llyyùù tthhooâânngg ttiinn Sensing Tri giaùc Intuitive Tröïc giaùc Thinking Suy luaän Feeling Caûm giaùc Introverts Höôùng noäi
- 39. PPeerrssoonnaalliittyy TTyyppeess –– CCaaùùcc ddaaïïnngg nnhhaaâânn ccaaùùcchh Sensing – Tri giaùcIntuitive – Tröïc giaùc ISTJ ISFJ INFJ INTJ 24% 4% ISTP ISFP INFP INTP ESTP ESFP ENFP ENTP 52% 20% ESTJ ESFJ ENFJ ENTJ Introverts Höôùng noäi Extroverts Höôùng ngoaïi
- 40. PPeerrssoonnaalliittyy TTyyppeess Sensing – Tri giaùc Intuitive – Tröïc giaùc Practical Coù ñaàu oùc thöïc teá Introverts Höôùng noäi Artful thinker Ngöôøi laém möu meïo Extroverts Höôùng ngoaïi ISTJ ISFJ INFJ INTJ Dependable Ñaùng tin caäy Complex people issues Self-power ISTP ISFP INFP INTP Sensuous performer Idealistic Duy taâm Architect of ideas Ngöôøi ñeà xuaát yù töôûng ESTP ESFP ENFP ENTP Quality workers Clever performers Optimistic Laïc quan Imaginative analytical ESTJ ESFJ ENFJ ENTJ Responsible Coù traùch nhieäm Sociable Deã hoøa ñoàng Charismatic leader Ngöôøi laõnh ñaïo coù söùc loâi cuoán Commandant Ngöôøi chæ huy
- 41. Johari Window Yourself Baûn thaân baïn Others Nhöõng ngöôøi khaùc Know Bieát Know Bieát Don’t know Khoâng bieát OPEN MÔÛ HIDDEN AÅN BLIND ÑOÙNG UNKNOW KHOÂNG ROÕ
- 42. Johari Window
- 43. HHooww ttoo ccoommmmuunniiccaattee eeffffeeccttiivveellyy LLaaøømm tthheeáá nnaaøøoo ññeeåå ggiiaaoo ttiieeáápp ccooùù hhiieeääuu qquuaaûû Coù muïc ñích roõ raøng veà vieäc ta ñònh truyeàn ñaït ñieàu gì Chuaån bò saün thaät kyõ löôõng noäi dung caàn truyeàn ñaït Duøng ngoân ngöõ vaø caùch dieãn ñaït quen thuoäc ñoái vôùi ngöôøi tieáp thu Laøm cho noäi dung thoâng ñieäp phuø hôïp vôùi lôïi ích ngöôøi nghe Taïo moâi tröôøng thuaän lôïi ñeå nhaän thoâng tin phaûn hoài Laéng nghe ngöôøi ñoái thoaïi moät caùch tích cöïc Have a clear objective of what you are going to communicate Prepare carefully the message in advance Use the language and expressions familiar to the receiver Make the message relevant to receiver’s interests Create an environment for getting feedback
- 44. How to communicate effectively Laøm theá naøo ñeå giao tieáp coù hieäu quaû Höôùng veà vaán ñeà, khoâng höôùng veà con ngöôøi Tìm söï phuø hôïp chöù khoâng tìm söï baát hôïp Moâ taû, chöù khoâng ñaùnh giaù Laøm cho coù hieäu löïc, chöù khoâng laøm maát hieäu löïc Cuï theå, chöù khoâng toång theå Tìm caùch lieân keát, chöù khoâng phaân lieät Coâng nhaän, chöù khoâng choái boû Problem-oriented, not people oriented Congruent, not incongruent Descriptive, not evaluative Validating, not invalidating Specific, not global Conjunctive, not disjunctive Owned, not disowned
- 45. Communication with subordinates Giao tieáp vôùi caáp döôùi Löu yù 5 töø quan troïng nhaát : “Toâi töï haøo veà anh” Löu yù 4 töø quan troïng nhaát : “YÙ anh theá naøo?” Löu yù 3 töø quan troïng nhaát : “Anh coù muoán …” Löu yù 2 töø quan troïng nhaát : “Caùm ôn” Löu yù 1 töø quan troïng nhaát : “Anh” The 5 most important words are: “I’m proud of you” The 4 most important words are: “What is your opinion?” The most 3 important words are: “Would you like…” The most 2 important words are: “ Thank you” The most important words are: “You”
- 46. Communication in organizations Giao tieáp trong toå chöùc Nhaø maùy Karsevo Giaùm ñoác . Phuï traùch SX . Phuï traùch chaát löôïng . Phuï traùch keá hoaïch Tröôûng ca 1 Tröôûng baûo trì Tröôûng chuyeàn Nhaân vieân Nhaân vieân baûo trì Nhaân vieân kieâm traNhaân vieân keá hoaïch Nhaân vieân cung öùng
- 47. Listening skills – Kyõ naêng nghe Nghe khen Nghe cheâ Nghe chuû ñoäng (tích cöïc) Content listening Critical listening Active or empathic listening
- 48. Listening skills – Kyõ naêng nghe Tìm kieám nhöõng gì coù ích (Find areas of interest) – Bad Listener: boû qua nhöõng gì khoâng höùng thuù (BL: Tunes out dry subjects) – Good Listener: tìm kieám caùc cô may, töï hoûi ta coù thu ñöôïc caùi gì töø ñoù khoâng? (GL: Opportunizes, asks “what’s in it for me?”) Ñaùnh giaù noäi dung, khoâng ñaùnh giaù caùch truyeàn ñaït (Judge content, not delivery) – BL: khoâng nghe neáu caùch truyeàn ñaït khoâng hay (Tunes out if delivery is poor) – GL: ñaùnh giaù noäi dung, boû qua nhöõng loãi veà caùch truyeàn ñaït (Judges content; skip over delivery errors) Kieàm cheá baûn thaân (Hold your fire) – BL: saün saøng lao vaøo tranh luaän (Tends to enter into argument) – GL: khoâng ñöa ra ñaùnh giaù chöøng naøo chöa hieåu roõ vaán ñeà, neáu coù caét ngang lôøi ngöôøi ñoái thoaïi chæ laø ñeå laøm roõ hôn vaán ñeà (doesn’t judge until comprehension is complete, interrupts only to clarify)
- 49. Listening skills – Kyõ naêng nghe Nghe ñeå laáy yù töôûng (Listen for ideas) – BL: Nghe caùc söï kieän (Listens for facts) – GL: Nghe ñeå hieåu roõ chuû ñeà trung taâm (Listens for central themes) Haõy linh hoaït (Be flexible) – BL: Tích cöïc ghi cheùp, chæ aùp duïng moät caùch thu thaäp thoâng tin (Takes extensive notes using only one system) – GL: Ghi cheùp ít, aùp duïng caùc caùch khaùc nhau tuøy thuoäv vaøo ngöôøi ñoái thoaïi (Takes fewer notes, use four or five different systems, depending on speaker) Laøm vieäc trong khi nghe (Work at listening) – BL: khoâng theå hieän söï tích cöïc, hoaëc giaû vôø chaêm chuù nghe (Shows no energy output; fakes attention) – GL: tích cöïc laøm vieäc; theå hieän roõ qua cung caùch luùc nghe (Works hard; exhibits active body state)
- 50. Listening skills – Kyõ Naêng Nghe Traùnh söï phaân taâm (Resist distractions) – BL: deã bò phaân taâm (Is distracted easily) – GL: traùnh hoaëc choáng laïi söï phaân taâm; bieát taäp trung laéng nghe (Fights or avoids distractions; tolerates bad habits, knows how to concentrate) Giöõ cho ñaàu oùc khoâng bò thaønh kieán (Keep your mind open) – BL: phaûn öùng vôùi nhöõng caâu deã gaây xuùc caûm (Reacts to emotional words) – GL: khoâng bò aûnh höôûng (Does not get hung up on them) YÙ nghó luoân nhanh hôn lôøi noùi (Thought is faster than speech) – BL: deã buoàn nguû khi nghe nhöõng ngöôøi noùi chaäm (Tends to daydream with slow speakers) – GL: thaùch thöùc, löôøng tröôùc, taäp hôïp vaø caân nhaéc ñaùnh giaù chöùng cöù trong ñaàu; tìm caùch hieåu caùc haøm yù (Challenges, anticipates, mentally summarizes weighs the evidence; listens b/w the line of voice)
- 51. Asking right questions Hoûi caùc caâu hoûi phuø hôïp Caâu hoûi daïng “Môû” (Open-ended questions) Caâu hoûi daïng “Ñoùng” (Closed-ended questions) Caâu hoûi “Doø” (‘Probe’ questions)
- 52. Asking right questions You can guess the answer before asking a question. Baïn coù theå ñoaùn ñöôïc caâu traû lôøi tröôùc khi ñaët caâu hoûi Closed-Open-ended questions – Daïng môû ended questions – Daïng ñoùng Explore the breadth and depth of potential information - Tìm hieåu möùc ñoä saâu roäng cuûa thoâng tin Require the interviewer to be skilled – Ñ oøi hoûi ngöôøi phoûng vaán phaûi coù kyõ naêng Yield an economical use of time – Tieát kieäm thôøi gian Provide the opportunity for interviewee to reveal feelings and information – Taïo cô hoäi cho ngöôøi ñöôïc hoûi boäc loä caûm xuùc vaø thoâng tin Allow the interviewer control over questions and responses – Cho pheùp ngöôøi hoûi kieåm soaùt ñöôïc caâu hoûi vaø caâu traû lôøi Elicit precise, reproducible, reliable data – Cho pheùp thu caùc döõ lieäu chính xaùc, ñaùng tin caäy
- 53. Handling questions effectively Xöû lyù caùc caâu hoûi moät caùch hieäu quaû Tham khaûo baøi “Kyõ Naêng Thuyeát Trình”
- 54. Handling questions effectively Be prepared for questions Anticipate the possible questions Listen carefully, repeat or re-phrase to understand the question clearly Thank the person for the question Keep your answers short and to the point Answer to the whole audience
- 55. Handling questions effectively Don’t let any member of the audience monopolize your attention or turn a question in to a debate Respond unemotionally to tough questions If you don’t have the answer, don’t pretend that you do Say ‘last question!’ to end the session
- 56. Assertive Quyeát ñoaùn Unassertive Ruït reø Uncoopetative Baát hôïp taùc Coopetative Hôïp taùc Competing Tranh ñua Collaborating Coäng taùc Compromising Thoûa hieäp
- 57. CCoommmmuunniiccaattiioonn ssttyylleess CCaaùùcc ccuunngg ccaaùùcchh ggiiaaoo ttiieeáápp
- 58. Caùc phong caùch Communication 1. Tranh ñua (Competing): Caùc beân ñeàu kieân quyeát theo ñuoåi nhöõng quyeàn lôïi rieâng, baát chaáp quyeàn lôïi cuûa beân kia. 2. Hôïp taùc (Collaboration): Cuøng hôïp söùc ñi tôùi nhöõng keát quaû ñem laïi lôïi ích chung cho caû hai phía 3. Traùnh neù (Avoiding): Xaûy ra khi moät trong hai beân chöa ñöôïc thuyeát phuïc, caùc quyeàn lôïi chöa roõ raøng vaø do ñoù vaán ñeà seõ ñöôïc taïm gaùc laïi ñeán moät dòp thích hôïp hôn 4. Nhaân nhöôïng (Accommodating): Taïm gaùc quyeán lôïi cuûa mình ñeå öu tieân cho nhöõng quan taâm cuûa beân kia 5. Thoûa hieäp (Compromising): Caû hai beân cuøng hy sinh moät soá quyeàn lôïi naøo ñoù ñeå giöõ laïi caùc thoûa hieäp chung.
- 59. Collaborating Nhaèm tìm moät giaûi phaùp chung khi caùc quyeàn lôïi cuûa caû hai beân ñeàu quan troïng khoâng theå nhaân nhöôïng ñöôïc Khi coù nhu caàu hoïc hoûi, hay kieåm tra caùc giaû thieát cuûa baïn, hay thaêm doø quan ñieåm cuûa ngöôøi khaùc Taän duïng söï hieåu bieát cuûa ñoái taùc trong coâng vieäc Ñaït ñöôïc cam keát chung Taïo caùc quan heä caù nhaân
- 60. Competing Khi moät quyeát ñònh khaån caáp vaø cöông quyeát laø soáng coøn Khi nhöõng bieän phaùp chuyeân moân quan troïng caàn phaûi ñöôïc thöïc hieän. Nhöõng vaán ñeà quan troïng maø baïn bieát chaéc laø ñuùng. Baûo veä baïn khoûi nhöõng ngöôøi hay lôïi duïng söï nhaân nhöôïng cuûa ngöôøi khaùc
- 61. Avoiding Khi moät vaán ñeà laø khoâng quan troïng, hay chæ thoaùng qua, hay khi coøn coù caùc vaán ñeà khaùc quan troïng hôn. Khi baïn caûm thaáy khoù hoaëc khoâng theå thay ñoåi ñieàu gì ñoù Vd: Thay ñoåi chính saùch cty hay caù tính cuûa ai Khi nguy cô thieät haïi cuûa vieäc ñoái khaùng laø lôùn hôn nhöõng gì coù theå gaët haùi ñöôïc Laøm nguoäi ñoái thuû ñeå duy trì söï hôïp taùc Khi vieäc tìm kieám theâm thoâng tin laø coù lôïi hôn moät quyeát ñònh töùc thì. Khi nhöõng vaán ñeà ñang tranh caõi baét nguoàn töø nhöõng vaán ñeà khaùc caên baûn hôn.
- 62. Accommodating Khi baïn nhaän ra laø mình sai, khi baïn muoán hoïc hoûi hoaëc toû ra ñuùng möïc. Khi vaán ñeà quan troïng hôn ñoái vôùi beân kia, vaø baïn muoán laøm moät “cöû chæ ñeïp” ñeå duy trì moái quan heä. Xaây döïng neàn moùng cho nhöõng quan heä trong töông lai Khi vieäc tranh ñua chæ laøm caùc muïc tieâu thaát baïi, vì baïn bò khuynh laán vaø ñang thaát baïi. Khi baïn nhaän thaáy vieäc giöõ gìn hoaø khí laø quan troïng hôn caû Giuùp caáp döôùi coù cô hoäi hoïc hoûi töø nhöõng thaát baïi cuûa hoï.
- 63. Compromising Khi muïc tieâu cuõng quan troïng nhöng khoâng ñaùng coù theâm nhöõng maâu thuaãn hay caêng thaúng Khi caû hai söï ñoái khaùng ñeàu maïnh nhöng cuøng höôùng tôùi muïc tieâu chung Ñaït moät thoûa hieäp taïm thôøi cho nhöõng vaán ñeà phöùc taïp Nhaèm coù nhöõng giaûi phaùp thích hôïp khi coù aùp löïc thôøi gian Laø giaûi phaùp döï tröõ khi vieäc hôïp taùc hay caïnh tranh khoâng thaønh coâng
- 64. Self-actualization needs Creativity, Wisdom, Self-realization, Vocation, Fulfillment Esteem needs Self-worth, Uniqueness, Respect, Recognition in Community Love and belongingness needs Affection, Friendship, Ties to Groups Safety needs Personal Confidence, Stability, Protection from Enemies Physiological needs Air, Food, Water, Sleep, Shelter MMaassllooww’’ss hhiieerraarrcchhyy ooff nneeeeddss
Editor's Notes
- Glassware or Kissing couple?
- Bird or Rabbit ?
- Black & White or other colors ?
- Young Lady or Old Woman ?
- Square or not ?
- Top Down View or Bottom Up ?
- Word or Man ? Word : Liar
- Parallel Lines or not ?
- Trombonist or Young Woman ?
- You see triangle in your mind