Ky Nang Dam Phan Va Thuong Luong - PRE

7/29/2019 Ky Nang Dam Phan Va Thuong Luong - PRE

1/79

07/03/2013Thc hin: Nguyn Thanh T Etec Co., Ltd. 1

BO CO KT QU KHA HC:

Th

c hin: Nguyn Thanh T

Etec Co., Ltd.


2/79


1. Khi qut v giao tip2. Tm l giao tip3. Thng lng v qu trnh thng

lng4. X l th gng5. Mt s tiu xo trong thng lng6. Gii quyt tnh hung


3/79



4/79


Th gii l mt bn m phn khng l,mi chng ta l mt nhn vt trn

bn m phn!Hng ngy bn thc hin cc cuc m

phn u? Vi ai? V ci g?


5/79


mphn tt

cn nhngg?

K nng giao tip

Hiu tm l i tc

Chun b tt

C chin thut mphn linh hot

Cn


6/79


L qu trnh trao i thng tin quali nhm to mi quan h.

P

ROSK

ILL

S


7/7907/03/2013Thc hin: Nguyn Thanh T Etec Co., Ltd. 7



M ha:

Mi trng:

Knh:

Tip nhn:

Gii m:

Din t thiu thng tinn o

in thoi b h, e-mail b virut,

Thiu s tp trung

K nng lng nghe cha cao



Tnh hung

v x l

tnh hung

Mt ln giao tipc th

Mt mi quan h c th

Giao lu x hi



Da vo thi : Thng Thng

Thng Thua

ThuaThng ThuaThua

Thng thng hoc khng hp ng

Bn thng giao tip theo kiu no?

I winYou lose

I winYou win

I lose

You lose

I lose

You win



Da vo th tm l

Th mnh

Th yu

Th cn bng

Bit mnh, bit ta!!!



S dng phng tin giao tip thnh tho

Nhy bn vi tm l ca i tc

Bn p dng k xo giao tip trong trng hpno?

Nn hn ch:

- To ra bu khng kh khch so

- Lm i tc cm thy gi to



Ni ci g khng quan trng bng ni nh th no!

Ni vi ai?

Ni ci g?

Ni nh th no?


14/79


Ba

Tiuchun

Chnh xc

Ngn gn

R rng

Ci g? Ai? Khi no? u?

Cu n Mi cu cho mt

Khng dng t a ngha Khng din t c th gy hiu nhm


15/79


Ni ngt th lt ti xng

Dng nhng li l lch s vi KH:

Xng h hp l

Li ni i i vi c ch ..,

nh mt

Dng li ni ... lm du bt cng thng.

Vui lng, xin li, xin c lm phin,

du dng

thn thin

hm hnh


16/79


Kho

gi,

Kho

m

Ngn ng c th:

Vt cht:

Khng gian, v tr:

- Hnh vi giao tip:

nh mt, n ci, c ch.

tng qu, tng hoa.

Gi v tr v khong cch hp l.

- Vi KH thng nn ngi mt gc 450

- Khch thng ngi bn tay phi ch

- N thng ngi bn tay phi nam.

m hn, ng chm(ch p dng vi nhng KH c mi quan hc bit thn thit).


17/79


SN KHU

CH KHCH

Mt khng gian mu trong m phn


18/79


B TXA C

Mc u tin gh ngi trn xe 4 ch

Khi i cu thang

Khi i b bn l ng


19/79



20/79



21/79


Gii thiu:

Bt tay:

Danh thip:

CCH THC GIAO TIP

- Cp di cho cp trn trc.- Nam cho n trc.

- Cp trn a tay cho cp di bt.- N a tay cho nam bt.

- Cp di trao cho cp trn trc

- Nam trao n trc.


22/79


Tm l l g?

V d:

TM L TRONG M PHN

Tm li, tm hiu tt c nhng g thuc v i sng tinh thn

- Nhu cu, s thch- Tm trng, cm xc, tnh cm- Tch cch, tnh kh, thi quen

- Nng lc, trnh - Tn ngng, tp qun, phong tc- ch, nim tin, quan im,


23/79


L vic dng cc gic quan tm hiu.

Nhn g? nh gi g?Tng mo:Din bin trn khun mt

Dng iu:Thao tc xem xt mt hng, hs

Th hin tnh cch,c tnh.

Din bin tm lTch cch, thi


24/79


Nghe:

Nghe g? nh gi g?

T ng:phn tch ngha en,ngha bng, tnh cm)

Ging iu, m iunh mt, hnh vi

Quy lut Pareto (Tng Bng Tri): 20/80

Trnh , tnh cch, thi , t ca h

v tm t tnh cm


25/79


Cc cplngngheGi vnghe

Chmch nghe

Nghechn lcL i

Thucm


26/79


Cc cplngngheThu

cm

Nghe chn lc

Chm ch nghe

Gi v nghe

L i


27/79


Hiu v tm t tnh cm ca i tng

Gip h gii by tm sLich


28/79


Cho vic kh th .

Hi lc vi vng xem .

Cho i xa xem . .Cho gn xem ..

Giao vt cht xem Cho chn say xem

TI

NHN

TRUNG

THNH - TNH KH

TNH

TR


29/79


Bi cnh

Hiu ng so snhS ho nhong

Bng cp

Tm trngn tng

Tnh cm

Ch quan

Khch quan


30/79


Cm xc ca bn xut pht t u? Tha mn nhu cu => Cm xc tch cc

Khng tha mn nhu cu => Cm xc tiu cc

Cc cp cm xc Tm trng

Xc ng

Xc ng li hay hi trong giao tip Km ch xc ng bng cch no?


31/79


Hy thnh tht quan tm ti ngi khcth trong vng mt thng bn s to ra

c nhiu tnh cm hn so vi hainm ch quan tm ti chnh mnh

(c nhn tm)


32/79


-Cht lng, mu m- An ton-S a dng ca dchv-Gi c

-Hu mi, khuyn mi

-a im-K giao dch-K thay i SP, D

-Gi phc v- Giao hng- Thanh Ton

-K nng v trnh ngi phc v-Thi v hnh vi phc v-Ngai hnh v trang phc

Snphm

Thuntin

Conngi


33/79


ng bao gi.....!

To cho nhau nhngth v!

N IU

BT NG


34/79


Quyt nh

Ch

Hngth

Hammun


35/79


L mt cuc giao tip iu ha li ch ca hai bn Bng cch tho lun, bn bc Mt cuc thng lng din ra khi:

Mt cuc thng lng va c:

- Hai bn c li ch chung- ng thi c li ch i lp

- S hp tc- Va c s xung t


36/79


1. t ..

2. u ha gi thnh (chi ph min):

3. To ra v .

Vt lc, nhn lc, thi gian Khong nhng b ca chng ta

Chi ph ......c hi

mc tiu

gi gn quan h


37/79


Bi cnh

Tnh hnh kinh t ca i tc

Cc mi quan h, im mnh, im yuTh t u tin cc yu cu

Tnh trng php l

S bc thit v vn thng lng


38/79


Thi gian: thi im quyt nh (im cht) cai tc

Kin nhnBn b Tin hnh nhanh khi c thBit khi no nn di di, thay i hoc hy b

pht quyt nhiu khin thi gian


39/79


Quyn lc

Quyn lc tim n: kinh nghim, k nng x

l tnh hung, am hiu chuyn mn, am hiuth trng.

Quyn lc thc t: uy tn doanh nghip, ccmi quan h, sc mnh thng hiu.

Nguyn tc chung:

Bit nhiu v i tc nhng du kn mnh


40/79


1. Cch chia chic bnh

2. Chic ca s

3. Bn o Sinai

Cc v d kinh in trong thng lng


41/79


Kiu mm (hu ngh) Kiu cng (lp trng)

Kiu nguyn tc (Harvard)

NT1: ng bm vo lp trng

NT2: hy a ra nhiu phng n

NT3: hy cng li ch, mm quan hNT4: c Tiu Chun Khch Quan chng minh

Thua - ThngThng - Thua

M hy tm li ch thc s ca nhau


42/79



43/79


Ti sao m phn tht bi?

- Xc nh sai mc tiu

- t mc tiu khng kh thi- Mt nh hng trong m phn

- Thu thng tin v i tc v th trng

=> Tm li l do khu chun b km


44/79


A. Xc nh mc tiu Xc nh nhu cu (li ch thc s)

Xc nh phm vi m phn (th t u tin cc

yu cu)B. Tm kim thng tin

C. Xc nh BATNA (Best Alternative To a

Negotiated AgreementPhng n thay th ttnht cho mt cuc m phn).

Mt BATNA mnh l mt BATNA c nhiu s la chn.


45/79


Hi i tc

Tm hiu cc cuc m phn tng t trc y

Tm hiu qua nhng ngi tng m phn vih

Nhng thng tin th trng c lin quan n hot

ng ca i tc t mnh vo v tr ca i tc suy ngh


46/79


Bn hy i x vi i tc nh h mong mun Hiu phong cch ca bn

Tm hiu phong cch ca i tc

C 3 cch Quan st tng th

Nghe ngng

t nhiu cu hi S dng hiu bit v phong cch ca i tc


47/79


Chn a im

V tr trn bn m phn

Cc ti liu cn thit Rn luyn cc k nng giao tip


48/79


Trong vng 1-3 pht bn phi t ra

D TH NG.

CH..

IN CMTIN CY

UYN NGHIP


49/79


9 iu cn nh to n tng tt1. Thc hin nhng .2. n mc , tc phong .3. n ng gi, th hin tnh

4. Bt tay ., nh mt ..5. N ci, ging ni tht .6. T gii thiu, trao danh thip, gii thiu v cng ty

mnh

7. To bu khng kh bng cc ti x giao8. C th .. khch hng mt cu9. T tin vo cuc khi c bu khng kh thoi mi

Yu cu ban u ca hgn gng nng ng

nghim tc

cht thng thnnng nhit

khen


50/79


1. Mang ., ht thuc, nhai ..

2. Than phin v mt . Khc

3. .. i th4. cp v nhng vn t nh:

5. Dng nhng t khng chc chn: c th, c l,ti s

6. Dng nhng t v c ch qu thn mt

king mt ko cao su

Khch hng

Ch trch

tn gio, chnh tr, chng tc, ring t


51/79


Tm hiu nhu cu khch hng

- Cu hi ng: Yes/No

- Cu hi m: Ti sao? Th no? - Lng nghe hiu qu

- Ghi nhn nhu cu ca i tc v chia s vi i

tc v nhu cu thc s ca mnh.


52/79


1. a yu cu/ ngh: cn lu Nn a ra yu cu tng i hp l

Nn c mt khong hai bn thng lng

Khng nn b st bt c vn no (bo hnh,thanh ton, bo him.)

Nn bt u bng iu khon d thng nhttrc.

2. Nhn ngh

Hy lng nghe ngh v chun b i p


53/79


B1: Nu hai bn chp nhn yu cu ca nhau lhp l th mi bn nhng b mt khong tngng

B2: Nu i tc hp l cn ta v l th:

Cn nhng b, tuy nhin lu :

- Th hin c thin ch vi i tc- i ly nhng b ca i tc (Dng tiu xo xinthm)


54/79


B3: Nu i tc v l cn ta hp l th

Thuyt phc i tc chp nhn yu cu ca mnh bng cch:

Km ch cm xc tiu cc

Lng nghe i tc ti cng hiu c li ch v l lca h

Kim tra xem mnh hiu ng h cha

Trnh by r rng quan im ca mnh km theo chngc khch quan

Tr li cht vn i tc mt cch t tin v dt khot


55/79


1. Nguyn nhn hnh thnh th gnga. Do hai bn bm vo lp trng

b. Do mt bn p bn kiac. Do phm cht yu km ca nhn vin thng

lng

d. Do i tc hy vng chng ta s nhng b

T PH TH GNG (B TC KHI M PHN)


56/79


2. Cch t pha. Hy ri b

b. Yu cu i tc

c. Thay th nhn vin thng lngd. ng tan hy vng ca i tc bng cch:

T PH TH GNG (B TC KHI M PHN)

lp trng v tm hiu li ch

a ra tiu chun KQ chng min

Chng minh cho h thy rng l gii hn cui

cng bng thi cng rn v cng qut.


57/79


1. Tiu xo ch bai2. Tiu xo b i

3. Tiu xo n v

4. Tiu xo cnh tranh cng knh5. Tiu xo hi kin cp trn

6. Tiu xo xin thm

7. Tiu xo ca i chnh lch


58/79


8. Tiu xo sit c9. Tiu xo lin tng

10. Tiu xo a ra bng chng v s liu thng k

11. Tiu xo bt cht12. Tiu xo a ra cc thng k

13. Chin thut chia ct i phng chinh phc

14. Tiu xo gy nng gin


59/79


15. Tiu xo y vn vo vic ri16. Tiu xo mi i tc tham quan cng ty ca

mnh

17. Tiu xo va m va nh18. Tiu xo nh trng lng khi b cht vn

19. Tiu xo bng bn

20. Tiu xo cu gi

Phn loi khch hng theo tnh cch


60/79


Loi khch hng c im Thi ca bn

Khch hng trm ngm t ni, chm ch nghe, hnh ng chm ri C

Khch hng ch ng Ti ci, xi li, quan tm CKhch hng a nghi Khng ng , hay nghi ng, so snh T

Khch hng lch s D chu, t nh, khng b p C

Khch hng phngkhong

Khng quan tm ti chi tit nh nht, chquan tm tng th

NH

Khch hng k tnh T m, chi tit, hay c ca K

Khch hng hch dch Thch ra lnh, dy i, kh tnh mt cchqu ng

NH

Khch hng nht nht N trnh, s la gt, khng dm quyt nh

Khch hng nng tnh t khi hi lng, hay c n, hi cht l tochuyn

KH

Khch hng th Khng quan tm, ch nghe ly l G

Khch hng do d C ng c mua, nhng v nhiu l do mlng l khng quyt nh

g

H NG

I M TIN

HN THNH

ANHCHNG

IN TR

N CN

NNHNG

O LO

Y CH

QUYT DM

Phn loi khch hng theo khun mt


61/79


Khun mt c im Thi ca bn

Mt trn Nhit tnh, nhy cm, vui v, d xc ng,

thiu cng quyt, d b nh hng v chiutheo ngi khc

Khai thc tnh rng ri

ca h

Mt tri xoan Hp dn ngi khc, giu cm xc, hay mmng, thiu kin tr

Phi bit kp thi, vuiv v bit chiu khch

Mt lc lng Khng thch v khng b ngi khc kch

ng. Lm vic theo ngu hng, hi nht,tn tm vi cng vic, d thay lng i d.

To nim tin qua thi

n cn

Mt ch in T tin, ch, c ngh lc, ng tin cy. Khih quyt iu g th kh m thay ic. H khng quanh co, la lc, khng ditr, du dim.

Chn thnh

Mt ch nht Th mng, giu tr tng tng, nhy cmnhng hay lo lng

Gi ln tng snphm, tnh hi hc cangi bn

Mt tam gic Nhanh nhn, ham hiu bit, ngh lc phithng, qu quyt nhng hay t i v ni cu

Ngi bn phi hmhnh, t tin, c trnh

v bit cch dn dt.

Phn loi khch hng theo khun mt


62/79


Tnh hung 1:Cng ty CP Bnh Hng c k hoch xy dng ngoi mt nh

my dt, chn a im t thuc p M Ty s hu. Cng ty bnglng b ra 800 triu mua quyn s dng, m p M Ty li kin tri 900 triu. Qua my vng m phn, gi cng ty Bnh Hng ra lnti 820 triu, cn gi p M Ty chu h xung 880 triu. Hai bncng li khng th nhng b na, m phn sa vo th gng. p MTy kin tr lp trng bo v li ch cho nng dn, bi v nng dnly rung t lm gc, mt i quyn s dng mnh t canh tc, hkhng c qu nhiu la chn, ch mun bn nhiu tin hn mt cht t chc mt xng c kh, hay mt c s sn xut g nngdn c cng n vic lm. M cng ty Bnh Hng ng trn lp trngca mnh, nhng b n 820 triu l cng, h mun trong chuyn

mua bn t, tit kim c mt t tin, dng tuyn m thm cngnhn, m rng quy m thng trng.

Yu cu:Bn hy phn tch lp trng ca hai bn? Li ch ca hai bnl g? Bn hy a ra phng n c th lm cho hai bn hi lng t ph th gng


63/79


Tnh hung 2Ngi nh ca ng To nm trong vng quy hochcamt

d n ln ca mt ngn hng. Ngi nh b gii ta, nhng stinn b c bao nhiu th ng To phi thng lngvichd n. Bn hy theo di cucthnglnggia nhn vinn b v ng To:

NVDB: Chng ti xem xt vic ca ng v quyt nhbi

thng cho ng. ng c quync thanh ton 250 triu.OT: Ti hiu.Nhng cc ng tnh th no ra con sy?Nvdb: l gi trca ngi nh theo quytnhca chng tiOt: Ti hiu. Nhng cc ng dng tiu chun no nh gi nh

vy? Cc ng cbitch no c th mua c ngi nh nhca

ti vi gi hay khng?Nvdb: Th ng mun bao nhiu?Ot: Ti chmunnhncngmc m ti c thcn b.

Tibitrng, c ngi nh gingnhca ti, ngi ta ra gi 300triu cng vi thu trcb v chi ph khc, gi ln n 320triu.


64/79


Tnh hung 2 (tt)Nvdb: Nhng 320 triuc, th l qu nhiu!

OT: Ti khng muni 320tr hay 200tr hay 400tr m ch l mtkhonbithngxngng thi. Tiphicn b stin mua c ngi nh nhca ti ch, cc ng c nghthkhng?

Nvdb: Thi c, ti s thanh ton cho ng 300tr, mc cao nht

y.OT: Cc ng cho stinnhvy l th no?Nvdb: y l mctin cao nht m ng c lnh, lnh hay khng

l ty ng. l quytnhca lnh o ngn hng chng ti.

OT: Ti cngchngbit l 300tr c hp l hay khng.Nhngnung khng a ra cc tiu chun khch quan gii thch tisao ti c lnh stin, th chc tiphiavn ny rahi ta n. Ti sao chng ta khng xem xt livnmtlnna, c tin cho ng khng?


65/79


Tnh hung 2 (tt) Nvdb: Ny ng To, chng ti c tqung co bn ngi nh gingnh

nh ca ng vi gi 310try. OT: Ngi nh c khong sn ngtrcnh nh ti khng? Nvdb: Khng OT: Th nu c thm sn nh nh ti th nh ca ti tng thm bao

nhiu? Nvdb: tnh xem no,thm 15tr OT: Nh vynuly gi 310tr lm csth nh ti s c gi 325tr. Th

nh cch mttin bao nhiu ? Nvdb: 20m OT: Th nh ti ch cch mttin 10m th c bao nhiu natha ng?

Nvdb: 10triu OT: Th ttc l bao nhiu vytha ng? Nvdb: 335tr Sau ng To ra vvistin 335trYu cu: bn hy phn tch xemngino pdngkiuthnglng

no?


66/79


Vi mi cu tr li, bn s c 10 im. mi tnhhung xy ra 3 kh nng, hy chia s im choc 3 kh nng theo t s ng vi bn nht. khng

c im s "ng" hoc "chun". hy nh l phichia 10 im cho c 3 kh nng.


67/79


1.Khi chun b cho cuc m phn, bn s?

a. Bn khon khng bit i tc l ngi nh thno v hy vng khng b li dng trong qu trnh

m phnb. Chun b tinh thn k cnh tranh vi i tc

v t ra k hoch chin lc

c. Chun b k lng mi ti liu, m bo c sliu v thng tin cng c v th ca mnh.


68/79


2. Bt u vo cuc m phn, bn s?a. Dnh thi gian cng c kin thc v chun b

cho ging ni tch cc trc khi bt u.

b. Nhanh chng ni ra mc ch ca mnh cng vinhng d liu v thng tin, khng my nnhng nghi l x giao trc khi ngi vo bn

m phnc. Bt u vo vic mt cch chm ri, lng nghei tc ni trc khi cung cp thng tin.


69/79


3. Khi gii thiu cc thng tin lin quan trong mphn, bn s?

a. Mun i tc bit r mi quan tm ca bn v bncng quan tm n h.

b. Ch a ra nhng thng tin c li cho bn.c. Cung cp cc thng tin mt cch chi tit, c h

thng v y .


70/79


4. Khi hai bn khng nht tr mt vn no ,bn s?

a. Chu tha hip nu c th i n nht tr v duy trc mi quan h.

b. Gi kin ca mnh cho n khi t c mcch

c. Hi hiu thm i tc trong khi vn tip tc a

ra nhng d liu nhm cng c kin ca mnh.


71/79


5. Khi i tc a ra mt thng tin quan trng mbn cha bit, bn s?

a. Cm thy nim tin ca mnh b ph v

b. Phn cng li mt cch chc chn bng mt thng

tin mi ca bn mnhc. Kim tra chi tit thng tin .


72/79


6. Khi c tin ti kt qu, bn s?

a. bn i tc quyt nh kt qu mnh tc s tha thun.

b. Ly lc im ca i tc lm li th ca mnh.

c. Khng thay i kin ca mnh khi cm thy mnhng v i tc sai.


73/79


7.Ttrong qu trnh m phn, s giao tip ca bn?

a. Thn mt v khng my lin quan n vic mphn

b. Qu quyt, trc tip v c th

c. Thn trng, d chng v lnh lng.


74/79


8. Khi cuc m phn tr nn bt li i vi bn,

bn s?a. Nn lng v cm thy mnh ang b li dng

b. Tp trung n cc cch c th s dng t c

mc chc. Quan tm n cc cch c th s dng t c

mc ch.


75/79


9. Khi cn thng tin b sung t pha i tc, bn s?

a. Bn khon khng bit i tc c thy b p lchoc e da trc qu nhiu cu hi khng.

b. Hi trc tip i tc thng tin bn cn bit thnh

cng.c. Thng xuyn t cu hi bit c chi tit v

y thng tin.


76/79


10. Khi kt thc cuc m phn, bn s?

a. Quan tm n nhng g i tc ngh v bn v ckt thc cuc m phn mt cch tt p.

b. Khng quan tm nhiu n vic i tc ngh g v

bn m quan tm nhiu n mc ch m bn tc.

c. Quan tm n vic i tc c cm thy kt qu

cui cng c cng bng khng.


77/79


TNG IM:

a. ......b. ......

c. ......

Sau khi trlixong cc cu hi, cngtngim cccu trli"a", "b" v "c" tngng. kim tranhanh, mborngkhi bncngtngim cu"a", "b" v "c" vinhau lc 100im.

o Nu im anhiuhn: N HA

o Nu im bnhiuhn: MNH M

o Nu im cnhiuhn: PHN TCH


78/79


79/79

THE END

Documents

Ky Nang Dam Phan Va Thuong Luong - PRE