Thực trạng kỹ năng giao tiếp và hiệu quả giao tiếp của cán bộ lãnh đạo, quản lý chủ chốt trong hệ thống chính trị ở nước ta

THLJC TRANG KY NANG GIAO TIER VA
HIEU QuA GIAO TIER CUA CAN BO
L A N H O A O , Q U A N LY CHU CHOT TRONG
HE THONG CHINH TRj 6 NUOC TA
"Nghien cijru nay dugc tai trg bdi Quy Phat fri^n khoa hgc va Cdng nghe Qudc gia
(Nafosted) trong de tai ma sd: VI1.2-2011,01"

PGS.TS. Nguyen Ba Duong
ThS. Nguyen Van KiSu
Hoc vien Chinh tri khu vuc I.

•
T O M TAT
Khdo sdt 1.200 cdn bd lanh dgo, qudn ly chu chdt trong he thdng chinh tri d
nudc ta hien nay (chu ye'u tap trung a cdp huyen (bao gdm cd qudn), xd (bao gdm cd
phudng) vd mgt phdn cd'p tinh) cho thdy ky ndng giao tie'p vd hieu qud giao tie'p cua
dpi ngd cdn bd ndy d mifc trung binh vd yiu. Sd cdn bg Idnh dgo, qudn ly ndy cd mifc
dd ky ndng giao liip cao chi chiim dudi 2,5%. Cd mdi tuang quan thugn giifa thdm
nien cdng tdc vdi ky ndng giao tie'p, giifa ky ndng giao tie'p vdi hieu qud giao tiep.
Tuang quan giifa ky ndng giao liip vdi gidi tinh, ITnh vuc cdng tdc vd cd'p qudn ly
chua chdl, chua rd rdng.
Qua khdo sdi cho thdy cdn thie't phdi sdm trang bi tri thifc, ndng cao y thdc
ren luyen, cdi thien cdc ky ndng giao tie'p cho dpi ngd cdn bg ldnh dgo, qudn ly d
nudc ta hien nay, dgc biet Id cdc ky ndng ldm chu cdm xiic, hdnh vi; ky ndng si'f dung
ngdn ngif ca ihe: ky nang lang nghe; ky ndng thuyet phuc; ky ndng ddm phdn. thuang
lifgng vd nhifng quy tdc. quy dinh ciia giao tiep chinh thifc vd giao liip ngogi giao.
Tir khda: Giao tie'p; Ky ndng giao tiip; Hieu qud giao tie'p; Cdn bp lanh dgo;
Qudn ly trong he ihdng chinh tri.
Ngdy nhdn bdi: 20/6/2014; Ngdy duyel ddng bdi: 25/7/2014.
Mddau
Can bd lanh dao, quan ly chii chdt trong he thd'ng chfnh tri d nudc ta la

nhCrng c^n bd, eOng chdc giii vi trf lanh dao, quan ly trong cac td chiic Dang, Nha
nudc, cae td cbiic chfnh tri - xa h6i d cac cap tir co sd de'n Trung uong. Qua thuc
tien cho tha'y giao tiep cd dac trung ro net nha't trong boat dong lanh dao, quan ly

TAP CHf TAM LV HOC. Sd 8 (185), 8 - 2014

53


va cung chiem nhieu thdi gian nhat ciia dOi ngij can b6 nay. Nhimg ngudi lanh
dao, quan ly cd hieu qua cung thudng la nhflng ngudi giao tiep gidi. Van de dat ra
la: phai chang cac ky nang giao tie'p, giao lie'p cd hieu qua cd md'i quan he true tiep
vdi hieu qua boat dOng cua ngudi can bd lanh dao, quan ly chii chdt trong he thdng
chfnh tri.
Di tra Idi cau hdi tren, chung tdi tren co sd khao sat thuc tien da tim hie'u
thuc trang nhung va'n de sau day:
- Thuc trang've cac ky nang giao tiep ciia can bd lanh dao, quan ly chu chdt
(tap trung ehu ye'u d c^p huyen, xa va mdt ph^n cap tinh) trong he thd'ng chfnh tri.
- Thuc trang hieu qua giao tiep ciia ddi ngu can bd nay.
1. Phuong phap va khach the nghien cuu.
Mau chgn gdm 1.200 can bd lanh dao quan ly cSp xa, cap huyen va mOt
phan cap tinh thuOc 8 tinh, thanh la: Ha Ndi, Son La, Ha Giang, Lao Cai, Hai
Duong, Quang Ninh, Ninh Binh, Thanh Hda.
Thdi gian dieu tra til thang 4 de'n thang 10/2013. Thie't ke' nghien cuu chon
mau 1 lan theo lat cat ngang. Phuong phap thu thap dH lieu gdm cac trac nghiem
va phieu dieu tra sau:
De nghien cuu thuc trang ky nang giao tie'p ciia can bd lanh dao, quan ly
chil chdt trong he thdng chfnh tri chung tdi sir dung trdc nghiem ciia V.P.
Dakharov bao gdm 80 item, m6i item khi sat hop vdi mdt sd item khac tucmg iing
vdi mOt bi^u hien cu the ciia mot ky nang giao tiep nao dd. Vi du: ky nang lang

nghe ddi tugng giao tie'p gom cac item (3, 13, 23, 33, 43, 53, 63, 73).
Cach danh gia: M6i item la mdt tinh hudng vdi 3 miic d6 tii cao xudng
tha'p: Di^m 2 iing vdi miic dd tra ldi dung (co ky nang va ky nang nay xuat hien
thudng xuyen). Diem 1 ung vdi mdc do tra ldi trung gian (bieu hien cd ky nang
nhung khdng xua't hien thudng xuyen). Di^m 0 iing vdi khOng cd bieu hien ky
nang.
Tong hop tir cac item ung vdi mot ky nang tuong ung, ne'u tong so diem ky
nang nao dat tii 0 - 7 di^m la miic do yeu, tir 8 - 11 diem la miic do trung binh, tu"
12-14 di^m la mdc do kha, tii 15 - 16 diem ia miic dd gidi.
Danh gia chung ve ky nang giao tie'p dua tren ke't qua ciia 10 ky nang khi
dieu tra d tiing khach the. Ne'u:
- Cd 2/3 ky nang d miic dO ye'u thi the hien ky nang giao tie'p chua tdt.
- Co 2/3 ky nang d miic do tmng binh, the hien ky nang giao tiep trung binh.
- Cd 2/3 ky nang d mdc do kha, th^ hien ky nang giao tiep tdt.
- Co 2/3 ky nang d miic do gioi, the hien ky nang giao tiep ra't td't.
* De tim hidu thuc trang cac ky nang giao tiep can cd d can bd lanh dao,
quan ly chu chdt trong he thdng chfnh tri, chung tdi xay dung bang tu danh gia
theo mau ciia cac nha nghien cuu d Dai hoc Harvard (1).

54

TAPCHfTAMLyHOC.Sd8(185), 8 20)4


Theo miu nay, viec tu danh gia ciia khach the ve miic d6 dat duoc cua tiing
ky nang theo 2 tieu chi sau:
- Miic do thanh thao ciia tirng ky nang: chia lam 4 muc d6 tii tha'p den cao:
miic 1 - miic d6 tha'p; miic 2 - mdc do trung binh; muc 3 - miic do kha; miic 4 miic dd tdt.
- Su can thiet mudn phat trien ky nang dd cho ban than: chia lam 2 kha
nang la cd va khdng.

Ke't hop ke't qua khao sat theo hai phuong an tren se cho phep di den nhiing
nhan xet khach quan ve thuc trang ky nang giao tie'p cua doi ngu can bd nay.
* De tim hidu thuc trang hieu qua giao tie'p cua can bd lanh dao, quan ly
chil chdt trong he thd'ng chfnh tri d nudc ta chiing toi ngoai viec quan sat thuc tien
con sir dung trac nghiem ciia Peter Miler (2).
Cach danh gia: Mdi cau trac nghiem cd 2 phuong an tra ldi diing va sai.
Ne'u tdng sd d khach thd nao cd 8 cau (item) tii danh gia la diing thi ngudi dd cd
hieu qua giao tie'p; dudi 3 cau tu danh gia la diing thi ky nang giao tie'p d miic d6
tha'p eSn phai dugc cai thien.
2. Ket qua nghien ciiu
2.1. Thuc trgng cdc ky ndng giao tiep cua cdn bg ldnh dgo, qudn ly chii
chdt theo trdc nghiem cua V.D. Dakharov
Trac nghiem cua V.P. Dakharov giiip chiing ta danh gia thuc trang ciia 10
ky nang giao tie'p co ban cd lien quan true tie'p de'n hieu qua giao tie'p va hoat ddng
ciia con ngudi ndi chung va ciia can bO lanh dao, quan ly ndi rieng. Ke't qua di^u
tra 10 ky nang giao tie'p dugc phan anh d bang sau:
Tu" ke't qua dieu tra d bang 1 cho thay:
- Phan ldn cac ky nang giao tie'p ciia can bd lanh dao, quan ly chii chdt
trong he thdng chfnh tri ca'p huyen, xa va mOt ph^n cap tinh d nudc ta mdi dat d
miic trung binh va trung binh yeu. Trong sd 10 ky nang tren, ky nang tu chu cam
xtic va hanh vi giao tiep dat d miic trung binh va thap tdi 91,6%; lie'p theo la ky
nang mdm deo, linh boat (90,5%), ky nang thiet lap cac md'i quan he vdi ngudi
khac (90,4%), sir nhay cam trong giao tiep (87,2%). Ddi vdi ngudi lanh dao, quan
ly su han che' vi cac ky nang nay se anh hudng true tie'p den qua trinh tac ddng,
gay anh hudng den ddi tugng giao tiep. Trong 10 ky nang dugc didu tra, mot sd ky
nang nhu ky nang didn dat cu thd, dl hieu cd ty le dat loai td't va kha cao nhat
(35,6%), tie'p tbeo la ky nang tu kiem che' (28,02%) va ky nang nhay cam trong
giao tiep la (25,4%). Tham khao y kie'n cua mdt sd khach the dang hgc cac ldp cao
ca'p ly luan chfnh tri - hanh chfnh tai chtic d mOt sd tinh chiing tdi dugc biet nhung
cdn be lanh dao, quan l^ dat dugc miic do cao ve 3 ky nang giao tiep nay chii yeu

1^ nhiing ngudi d vi trf cap trudng, cd trinh do va tham nien cOng tac cao. Mat khac
cung theo y kie'n ciia cac hoc vien, dd la nhimg can bp lanh dao, quan ly ra't am
hidu dd'i tugng giao tie'p, nhay ben, linh boat va dac biet la ludn cd y thUc hgc hoi,
nit kinh nghiem cho ban than.

TAP CH[ TAM LV HOC, Sd 8 (185). 8-2014

55


Bdng 1: ThUc trgng 10 ky ndng giao tie'p cdn bd ldnh dao, qudn ly chu chdt

Tot
Cac ky nang

Ky nang thi6t lap cac m6i
quan he vcii ngutri khac
Ky nang can bang nhu cau
ca nhan va ddi tirgng giao
tiep
Ky nang lang nghe d6'i tucmg
giao ti€p
Ky nang tu chil cam xuc,
hanh vi giao ti6p
Ky nang tu ki^m ch6', ki^m
tra ngu&i khac
Ky nang dien dat dl hieu, cu
the
Ky nang mSm dec, linh hoat
trong giao tife'p

Ky nang thuydt phuc ddi
tuong giao tig'p
Ky nang chij ddng di6u
khien qua trinh giao tife'p
Su nhay cam trong giao tie'p

Mure do cac ky nang
Kha
Trung binh
Ty
Sd
Sd
Ty
If
lirong le % luong

Sfi
luong

Ty
le

28

2,3

91

7,6

737

32

2,7

136

11,3

32

2,7

107

33

2,8

32

Yeu
Sd
luong

Ty
lc

61,4

344

28,7

851

70,9

181

15,1

8,9

734

61,2

327

27,3

68

5,7

651

54,3

448

37,3

2,7

309

25,8

781

65,1

78

6,5

38

3,2

389

32,4

704

58,7

69

5.8

32

2,7

83

6,9

717

59,8

368

30,7

29

2.4

124

10,3

862

71,8

185

15,4

24

2,0

169

14,1

834

69,5

173

14,4

21

1,8

283

23,6

790

65,8

106

8,8

%

%

%

Dd CO CO sd danh gia them vd thuc trang cac ky nang giao tiep cua can bo
lanh dao, quan ly chii chd't trong he thdng chfnh tri d nudc ta, chung tdi da xir ly sd
lieu dd danh gia chung, danh gia theo cac lat cat nhu: gidi tfnh, tham nien cdng
tac, cac loai td chiic trong he thdng chfnh tri (Dang, Nha nudc, cac doan thd chfnh
tri - xa hdi) va cap quan ly.
- ) ^ ly sd lieu dieu tra iheo cdch ddnh gid chung ve cac ky nang giao tie'p
cho thay: trong 1.200 khach thd dugc dieu tra, sd can bg lanh dao, quan Iy chu
chdt trong he thd'ng chfnh tri cap xa, huyen va mdt phan cap tinh dat miic dd tdt va
kha chi co 220 ngudi chiem 18,3%. So can b6 lanh dao, quan ly cd ky nang giao
tie'p dat miic do trung binh la 833 ngudi chiem 69,4%, mdc do ky nang giao tie'p
tha'p la 147 ngudi chie'm 12,3%. Ke't qua danh gia chung nay cung phu hgp vdi kdt
qua khao sat d timg ky nang giao tiep d bang 1.
- De lim hieu ve md'i quan he giUa mdc do ky ndng giao tie'p vdi cdp qudn ly
trong he thdng chi'nh tri, chiing toi da xem xet theo 3 ca'p: can bg ianh dao, quan ly
56

TAP CHI TAM LV HOC, Sd 8 (185). 8 2014


chu chdt trong he thd'ng chfnh tri c^p xa, ca'p huyen va mdt phdn c^p tinh. Ket qua
xu ly sd lieu didu tra theo 3 ca'p quan 1^ cho tha'y trong 465 can bd lanh dao, quan
!y chu chd't thuOc he thdng chfnh tri ca'p xa (bao gdm ca phudng) cd 69 can b6
chi^m 20,7% cd ky nang giao tie'p d mirc dd tdt va kha, 369 can bd chiem 79,4%
cd ky nang giao tie'p d miic trung binh va ye'u. Can bd lanh dao, quan ly chii chdt
trong be thdng chfnh tri cSp huyen thudc 8 tinb didu tra la 685 ngudi, trong do sd
can bd dat miic do ky nang giao tiep loai tdt va kha la 105 ngudi chie'm 16,8%;
miic trung binh va ye'u la 570 ngudi chie'm 82,2%. Trong sd 50 can bd thudc he
thdng chfnh tri ca'p tinh, thanh (chii ye'u la cac can bO cd chiic danh la trudng, phd
phong cap sd, ban) cd 18,0% can bo cd ky nang giao tiep dat miic do tdt va kha,
cdn Iai 82,0% can bO dat mdc trung binh va ye'u.
Tii ket qua dieu tra cho thay khdng cd miic do chenh lech dang ke vd ky
nang giao tie'p ciia can b6 lanh dao, quan ly chii chdt giila he thdng chfnh tri cap
xa, huyen (ty le can bd cap xa dat mirc dO tdt va kha la 20,7%, cap huyen la
16,8%. Ty le can bg ca'p xa dat miic trung binh va ye'u la 79,4%, ca'p huyen la
82,2%). Neu tham khao ket qua didu tra d 50 can bd cap tinh, thanh cho thay sd
can bd ca'p tinh cd miic d6 ky nang giao tiep loai tdt va kha la 18,0%, miic trung
binh va yeu la 82,0% thi cQng kh6ng thay su khac biet dang ke giua 3 cap trong he
thdng chfnh tri; tham chf ty le can bd lanh dao, quan ly chii chdt trong he thdng
chfnh tri ca'p xa cd mdc d6 ky nang giao tie'p d miic do trung binh va thap cdn ft
hon d ca'p huyen va tinh (cap xa: 79,4%, ca'p huyen: 82,2%, cap tinh la 82%). Khi
lim hidu thuc trang nay chiing tdi nhan tha'y:
- Thii nha't, do gidi ban pham vi khach thd va ddi tugng nghien ciru chi tap
Irung va he thd'ng chinh trj ca'p huyen va xa vi the viec didu tra 50 khach thd d cap
tinh chl mang tfnh tham khao. Hon nUa nhiing khach the didu tra d ca'p tinh chii
yeu la cac chiic danh trudng, pho cac sd, ban ciia tinh. Nhirng chiic danh bf thu,

phd bf thu, chil tjch va phd chu tjch H6i ddng nhan dan, iiy ban nhan dan cap tinh,
trudng, phd cac Sd, Ban va cac td chirc ehfnh trj - xa h6i trong he thd'ng chfnh trj
ca'p tinh chua cd dieu kien dieu tra. Chfnh vi the ket qua didu tra ky nang giao tiep
cua 50 can bd cap tinh khong cd su khac biet nhieu vdi can bo lanh dao, quan ly
chil chd't trong he thd'ng chi'nh tri cap huyen.
- Thii hai, ty le can bo lanh dao, quan Iy chii chdt trong he thdng chfnh tri
ca'p xa dat mirc dd tdt va kha (20,7%) cao hon mot chiit so vdi cap huyen va tinh
(16,8% va 18,0%) bdi mgt sd ly do sau:
+ Cac khach thd dugc didu tra trong he thdng chi'nh tri cap xa chii ye'u la bi
thu, phd bf thu kiem chii tich Hoi ddng nhan dan hay iiy ban nhan dan va mgt sd
cac chiic danh pho chii tich uy ban nhan dan, chii tich Mat tran To qudc. Day la
nhung can bd chii chdt ca'p xa; phan ldn ho cd trinh dd dai hgc cac chuyen nganh,
cd tham nien cdng tac va dugc ren luyen qua thuc tidn nhidu. Mat khac cap xa la
ca'p cd nhiem vu chinh la td chiic thuc hien; can bd chu chdt cap xa khi hien thuc
hoa chiic nang, nhiem vu ciia cua minh phai giao tiep vdi nhieu dd'i tugng, nhat la
dd'i vdi dan.

TAP CHf TAM LV HOC, Sd 8 (185), 8-2014

57


+ TTidng qua hinh thiic thao luan, giai quye't tmh hud'ng trong qua trinh hgc
tap he cao ca'p ly luan chfnh tri - hanh chfnh d cac Idp tap trung va tai cbiic cd mot
sd can bd chu chdt cap xa cd chiic danh bf thu, chu tieh uy ban nhan dan, chiing
tdi ciing nhan tha'y cac can bd chu chdt cap xa cd kha nang trinh bay, kha nang tir
chil, thuydt phuc va Iinh boat hon mdt so trudng, phd phdng, ban ca'p huySn vi do
yeu cau ciia nhiem vu, chtic nang hg phai thudng xuyen giao tie'p vdi nhidu ddi
tugng khac nhau.
- Ne'u xem xet mdi quan he giira cac mtic dd ky nang giao tie'p cua eac can

bo lanh dao, quan ly chu chdt trong he thdng chfnh tri vdi ITnh vuc cdng tac, ke't
qua xir ly sd lieu dieu tra cho thay trong sd 285 can bd lanh dao, quan ly dang lam
cdng tac Dang, ty le can bg cd miic ky nang giao tie'p td't va kha la 25,9% (tdt:
7,2%, kha: 18,7%); mdc ky nang trung binh va ye'u la 74,1% (trung binh: 65,1%,
yeu: 9,0%).
Trong so 567 can bd lam cdng tac chtnh quydn (Hdi ddng nhan dan va iiy
ban nhan dan) ty le can bd cd mdc dd ky nang giao ddp td't va kha la 17% (td't:
2,8%, kha: 14,2%); miic ky nang giao tie'p trung binh va ydu la 82,9% (trung binh:
69,4%, ye'u: 13,5%).
Trong so 348 can bd lam edng tae doan thd, chfnh tri - xa hdi (Mat tran Td
qudc, Doan thanh nien, Phu nU, Hdi Cuu chidn binh, Hdi Ndng dan) cd 25,5% c^n
bd CO ky nang giao tiep tdt va kha (td't: 4,1%, kha: 21,4%); 75,5% cd ky nang giao
tie'p trung binh va yeu (trung binh: 63,5%, ydu: 12,0%).
Tir ke't qua dieu tra tren cd thd tha'y khdng cd sir chenh lech dang kd vd miic
do ky nang giao tie'p giua nhUng can bd lanh dao, quan ly chii chd't trong ITnh vuc
td chiic Dang, chfnh quydn vdi cac td chdc chi'nh tri - xa hdi trong he thd'ng chfnh
tri. Tuy nhien trong 3 ITnh vuc cdng tac tren, can bd lanh dao, quan Iy chii chdt
trong cac td chiic nha nudc (chfnh quydn) cd miic dd ky nang giao tie'p d miic
trung binh va ye'u cao nha't 82,9% (cdng tac Dang la 74,1%, doan thd la 75,5%).
Qua quan sat va trao ddi chiing tdi nhan tha'y cd mdt so ly do sau day:
Mdt la, do tinh chat hoat ddng va chdc nang, nhiem vu duge giao, can bd
trong Hdi ddng nhan dan va uy ban nhan dan cac ca'p boat ddng tren co sd phap
luat; dd'i tugng, pham vi giao tiep cd tfnh khep kin (theo quy dinh) nhieu hon; ho
giao tie'p vdi ben ngoai cQng ft hon. Cdn can bd lam cdng tac Dang, doan thd co
dd'i tugng, pham vi giao tiep rgng hon, hg xud'ng co sd nhieu hon. Ngoai giao tidp
chfnh thiic, can bd lam cdng tac Dang nh^t la cdng tac doan the cd giao tiep phi
chfnh thiic cung nhieu hon can bd trong co quan nha nudc. Thuc tidn boat ddng da
giiip ho cd dieu kien nang cao ky nang giao tie'p hon can bd lanh dao, quan ly chii
chdt trong co quan nha nudc.
Hai la, can bd Iam cdng tac Dang va doan thd thudng dugc luan ehuyen,

dieu ddng nhidu hon can bd lam cdng tac chfnh quydn. Qua thir thach, ren luyen d
nhidu vi trf, ITnh vuc cdng tac da giup hg phat tridn vd ky nang giao tiep va kinh
nghiem giao tie'p.

58

TAP CHf TAM LV HOC, Sd 8 (185), 8 - 2014


- Xem xet mO'i quan he giffa mirc do ky nang giao ti6p cua can ho lanh dao,
quan ly chu chot trong he thong chi'nh trj v6i gioi ti'nh cho thay: Tdng s6 931 can
bd nam, stf can b6 co ky nang giao tiep tot va kha la 19,6% (tot: 2,8%, kha:
16,8%); miic trung binh va ye'u la 81% (trung binh: 69,2%, ye'u: 11,8%). Doi vol
269 can bft nu, ty le dat miJc tot va kha 16,6% (tfit: 1,5%, kha: 15,1%); miic trung
binh va yeu la 84,1% (trung binh: 71,4%, y«u: 12,7%).
Ne'u danh gia chung ve cac ky nang giao tiep thi can b6 lanh dao, quan ly
chil chd't 14 nil co mile trung binh va ye'u cao hon can bo nam mat chiit (nO: 84,1 %,
nam: 81%). Tuy nhien ne'u xem xet 6 timg ky nang giao tidp thi can bo ntt co mot
s6' ky nang giao tie'p nhu ky nang nhay cam trong giao tie'p, ky nang Itag nghe dd'i
tuong giao tiSp, ky nang tir chu cam xiic, hanh vi lai dat miic tot va kha cao hon so
voii can b6 nam.
- Mo'i quan he giua thim nien c6ng tac vdi mile d6 ky nang giao tie'p a can
b6 lanh dao, quan ly chO chft't trong he thtfng chi'nh tri.
De tim hie'u mo'i quan he tren chiing tfli da chia 1.200 khach the theo 5
nhom tham nien cong tac. Ke't qua khao sat duoc bieu hien qua bang sau:
Nhin vao ke't qua diiu tra 6 bang 2 co the nit ra mot so nhan xet ve moi
quan he tren nhir sau:
Bdng 2: Thuc trgng cdc ky ndng giao tie'p ciia cdn bd ldnh dgo, qudn ly
clui chd't trong he thd'ng chinh tri theo thdm nien cdng tdc
Sd

TT
1
2
3
4
.•i

Nhdm thdm nien cdng tac
Ducri 5 nam
Ttr 5 deh 10 nam
Tir 11 ddn 15 nam
TCr 16 ddn 20 nam
Trdn 20 niim

Tdt
1,7
3,0
1,5
3,1
8,8

Mirc dd ky nang giao liep (%)
Trung
Kha
Yeu
binh
12,7
13,8
15,2
17,5

22,1

76,3
72,7
69,2
66,5
62,0

9,3
13,1
14,1
12,9
74

+ Mirc dd ky nang giao tiep cua can bd lanh dao, quan ly trong he thdng
chfnh tri d nudc ta cd tuong quan thuan vdi tham nien cong tac. Sd nam cdng tac
cang nhidu, thdng qua hoat ddng thuc tidn va rut kinh nghiem can bd lanh dao,
quan ly cang co didu kien de hoan thien va nang cao cac ky nang giao tiep. Vf du:
can bd cd tham nien cdng tac dudi 5 nam cd miic dd ky nang giao tiep kha va td't
la 14,4% (kha: 12,7%, td't: 1,7%) va can bg cd tham nien cong tac tren 20 nam cd
mi^c dd ky nang giao tiep kha va td't la 30,9% (kha: 22,1%, tdt: 8,8%).
Su chenh lech vd miic do ky nang giag tiep kha va tdt giUa cac nhdm tham
nien cdng tac ke tiep hay hay nhom tham nien it nhat (dudi 5 nam) va nhieu nha't
(tren 20 nam) la khdng nhidu (thf du: giiia nhdm can bo dudi 5 nam cong tac vdi
TAP CHf TAM LV HOC. Sd 8 (185), 8-2014

59


nhdm cd tii 5 den 10 nam cdng tac la 3,4%). Qua day cho tha'y qua trinh phat trien

va hoan thien cac ky nang giao tie'p cua can bd lanh dao, quan ly la qua trinh liSn
tiep, lau dai. Qua trao doi vdi mdt sd khach the tieu bidu cho th^y cd nhidu nguyen
nhan ban che, song mdt trong nhitng nguyen nhan co ban la can bd lanh dao, quan
ly trong he thd'ng chfnh tri d nudc ta hSu nhu khdng dugc dao tao, bdi dudng vd
giao tie'p ma chii ye'u la hgc tap Iln nhau hay tu nit kinh nghiem ban than sau cac
cudc giao tie'p. Khi hdi cac khach thd dang hgc tap mdn tam ly hgc quan ly d cac
ldp cao cap ly luan chinh trj - hanh chfnh he tai chdc: Cac ddng chf cd tham nien
cdng tac lanh dao, quan ly 15 nam hay 20 nam, song da tiing dugc hgc mdt each
chfnh thu'c qua trudng, ldp vd quy tac bat tay trong ngoai giao chua? thi blu nhu
100% tra ldi la chua. TTiuc te' nay cho thay trong chuong trinh dao tao, bdi dudng
can bd lanh dao, quan ly d nudc ta chua thuc su quan tam de'n viec phat trien va
hoan thien cac ky nang quan he, giao tiep.
2.2. Thuc trgng tu ddnh gid ve cdc ky ndng giao tie'p cua cdn bg lanh
dgo, qudn ly chu chot trong he thd'ng chinh tri.
Mau khao sat ky nang giao tidp cua cac nha nghien ctiu thudc dai hoc
Harvard tap trung vao 2 tieu chf co ban la: Miic do thanh thuc ciia cac ky nang va
nhan bie't vd miic do can thie't ciia titng ky nang ddi vdi ngudi danh gia.
- Ve miic do can thiet cua titng ky nang dd'i vdi ban than dugc chia thanh 3
miic: rat c^n thiet, can thie't va ft can thiet. Ke't qua danh gia d 1.200 can bd lanh
dao, quan Iy chu chd't trong he thd'ng chfnh tri cap huyen, xa va mdt phan ca'p tinh
thudc 8 tinh phfa Bac thd hien d bang sau:
Bdng 3: Nhdn thdc ve mi^c do cdn thie't cua cdc ky ndng giao tiep

STT

Cac ky nang giao tiep

1
2
3

4
5
6
7

Ky nang thuong luong, dam phan
Ky nang thuyet trinh

8
9

Mure do can thiet (%)
Rat can
Can thiet
it can thie't
thiet

Ky nang ISng nghe
Ky nang lam chu cam xuc

47,4
60,7
55,1
45,1

47,3
35,1
36,6
42,2

5,3
4,2
8,3
12,8

Ky nang soan thiio cac loai van ban
Ky nang sir dung ngdn ngu co th^
Ky nang thuyet phuc

65,9
36,1
51,6

28,1

6,6
11,0
6,3

Ky nang chu tri cudc hop, hdi nghi
Ky nang ling xii

68,9
62,8

52,9
42,1
28,4
31,5

2,7
5,7

Ket qua khao sat bang 3 cho thay can bd lanh dao, quan ly chu chd't trong
he thd'ng chfnh trj d nudc ta cd nhan thiic d miic do cao vd su c^n thie't ciia cac ky

TAP CHi TAM LV HOC, Sd 8 (185). 8 2014


nang, giao tie'p trong viec thuc hien"nhiem vu, cbiic nang ciia ban than.
Trong sd 9 ky nang giao tiep tren, cac ky nang dugc xac djnh la can thie't va
ra't can thie't cd ty le thap nb^t cung la 87,2%. Ky nang chu tri cugc hgp hpi nghj
dugc xac djnh co miic dd c^n thiet va r^t can thiet cao nh^t la 97,3%, tie'p theo la ky
nang thuyet trinh (95,8%), ky nang dam phan, thuong lugng (94,7%), ky nang
thuyet phuc (93,7%), ky nang ung xir (94,3%). Ke't qua nay cho tha'y nhiing ky nang
giao tie'p tren la nhiing ky nang khdng the thie'u dugc ciia ngudi lanh dao, quan ly.
Sau khi trao ddi vdi mdt so khach thd ket qua nhan thiic vd mdc do can thiet
cua cac ky nang giao tie'p, chiing tdi dugc bie't them thdng tin la cac khach thd nay
mot mat danh gia cao tSm quan trgng cua cac ky nang giao tiep tren, song mat
khae ke^t qua tren cdn phan anh nhu ciu cSn phai ren luyen cac ky nang tren eiia
cac khach the.
Ke't qua quan sat ky nang lam chii cam xiic, ky nang thuydt trinh, ky nang
sii dung ngdn ngii co the trong qua trinh xemina, giai quye't tinh hudng trong hpc
tap cung cho chung tdi them mdt sd co sd de di de'n nhan xet tren. Thf du cd khach
thd trong qua trinh trinh bay va'n dd, vi qua trap trung vao viec trinh bay nen net
mat qua cang thang, dang dung bj ciing nhac. Cd khach thd trinh bay thi tdt song
canh tay phai ludn ludn viy vay hoac co nhidu tir thiJa nhu: "dong thdi". Nhu vay
chiing td ky nang sir dung ngdn ngU co thd eung chua tdt dan de'n han che hieu qua
ky nang thuydt trinb. Phai chang nhan thiic vd miic dd can thidt va ra't can thie't ddi
vdi ban than ve mdt ky nang giao tie'p nao do cdn thd hien su ban che ciia ban than

ve ky nang nay.
- Vd miic do thanh thuc cua cac ky nang giao tie'p
Sir thanh thuc ciia cac ky nang giao tiep se dugc xem xet d 4 miic do tir
tha'p, trung binh de'n kha va cao. Kdt qua khao sat thd hien d bang 4:
Cd mdt tam ly chung ma ddn nay van tdn tai va dugc moi ngudi ngam cha'p
nhan trong he thd'ng quan ly xa hdi la khi ca nhan hay td chiic ca'p dudi bao cao ien
ca'p tren, khi ndi vd im didm, thanh tfch thucmg cao hon thuc te mdt chiit; cdn khi ndi
ve ban che, khuyet didm thudng lai bdt di mdt chiit. Rat co thd tam ly nay cung anh
hudng deh khach thd didu tra khi ho tu danh gia vd miic do thanh thuc ciia cac ky
nang giao tiep ciia ban than. Tuy vay ket qua the hien d bang 4 cho thay can bo lanh
dao, quan ly chii chdl qua tu danh gia phan ldn ddu tu xep d mUc do thanh thuc
Irung binh va tha'p ve cac ky nang giao tiep. Trong 9 ky nang dua ra, mdc dp thanh
thuc ciia ky nang scan thao cac loai van ban cd miic do trung binh va thap d miic do
tha'p nha't cung la 71,6% (trung binh: 65,1%, thap: 6,5%). Cac ky nang giao tiep co
miic dd thanh thuc d miic trung binh va thap cd ty le cao nhat la ky nang lam chii
cam xdc (trung binh: 54,3%, thap: 37,7%); ky nang sir dung ngdn ngu co thd la
90,5% (trung binh: 59,8%, thap: 30,7%). Day cung la hai ky nang ma can bd lanh
dao, quan If cho rang ho cd muc do thanh thuc thap nhat (37,3% va 30,75%). Cac
ky nang cdn lai ddu dugc khach thd tu danh gia d miic trung binh va thap (ttr 82,1 %
cho de'n 88,5%).

TAPCHfTAMLV HOC.SdS (185), 8 - 2014


Bdng 4: Mdc do thdnh thuc cda cdc ky ndng giao tidp
Mure dd thanh thuc
STT

Cac ky nSng giao
tiep

Cao

Trung binh

So
luong

Ty
le

Sd
Iuong

Ty
le

91

7,6

%

Thaip

Kha
Ty
le

Sd

luong

747

61,4

344

So
luong

%

Tji
le

%

1

Ky
nang
thircfng
luong, dam phan

28

2,3

2

Ky nang thuyet trinh

32

2,7

136

11.3

851

70,9

181

15,1

3

Ky nang lang nghe

32

2,7

107

8,9

734

60,2

327

26,3

4

Ky nang
ciim xiic

33

2,8

68

5,7

651

.54,3

448

37,3

5

Ky nang .scan thao
cac loai van ban

32

2,7

309

25,8

781

65,1

78

6.5

6

Ky nang .sir dung
ngon ngiJ co the

32

2,7

83

6,9

717

59,8

368

30,7

7

Ky nang thuy^l phuc

29

2,4

125

10,3

861

70,8

185

15,9

8

Ky nang chu tri cuoc
hop, hoi nghi

24

2,0

169

14,1

834

69,5

173

14,4

9

Ky nang iJng xut

21

2,1

283

23,6

790

65,8

106

8,8

lam

chii

28,7

Ke't qua tu danh gia tren tuong ddi phii hgp vdi ke't qua didu tra vd cac ky
nang giao tie'p theo trac nghiem ciia V.P. Dakhavzov. Dac biet, ke't qua trac
nghiem va tu danh gia cua khach thd ve mdt sd ky nang giao tidp triing nhau (co ca
d trac nghiem va tu danh gia nhu: ky nang lang nghe, ky nang Iam chii cam xuc,
ky nang thuyet phuc cd su khac biet khdng dang kd. Thf du ky nang lang nghe ke't
qua didu tra qua trac nghiem va tu danh gia la 88,5% va 86,5%; ky nang thuydt
phuc tuong tu la 87,2% va 86,7%; ky nang lam chu cam xiic la 93,6% va 92,1 %).
Su phil hgp ve ket qua didu tra tren cho phep chiing tdi cd co sd khangi^jnh
tinh khach quan cua phuong phap nghien ciiu va di de'n mdt sd ke't luan sau:
+ Cac ky nang giao tie'p nhu: ky nang soan thao cac ioai van ban; ky nang
thuye't trinh; ky nang lang nghe; ky nang thuong lugng, dam phan; ky nang thuydt

phuc; ky nang chu tri cugc hgp, hoi nghi; ky nang lam chu cam xtic; ky nang iing x&;
ky nang su dung ngdn ngii co the la nhiing ky nang giao tidp co ban, cSn cd d ngudi
lanh dao, quan ly trong qua trinh thuc hien hda cac nhiem vu, chiic nang quan ly.
-I- Cac ky nang giao tiep cua dpi ngu can bd lanh dao, quan ly chu chd't
trong he thd'ng chfnh tri d nudc ta (qua khao sat d c^p huyen, xa va mdt phSn clfp
tinh) cho tha'y p h ^ Idn d miic trung binh va tha'p; trong dd cac ky nang Ikm chii
cam xiic, ky nang sir dung ngdn ngu co thd, ky nang lang nghe, ky nang thuydt
phuc la nhung ky nang d miic do tha'p hon ea. TTiuc trang nay da anh hudng khdng
nhd de'n hieu qua giao tidp va hieu qua lanh dao, quan ly.

TAPCHfTAMLtHOC, S6 8(1851. 8 2014


+ Qua trao ddi, quan sat cho tha'y phan Idn (neu khdng mud'n ndi la tat ca)
can bd lanh dao, quan Iy chii ehd't trong he thd'ng chfnh tri d nudc ta chua cd su
hieu bie't day dii, chinh xac vd mdt sd quy dinh, quy tac giao tiep nhu quy tdc 12
inch trong giao tiep mat dd'i mat, quy dinh vd su dung cham, quy dinh vd khoang
each, trang phuc trong giao tidp. Dae biet ngay ca quy dinh vd bat tay trong giao
tiep chfnh thiic, giao tiep ngoai giao cung d tinb trang tren. Mdt trong nhung
nguyen nhan co ban ma chinh cac khach the dugc hoi, dugc trao ddi cho biet la do
hg chua dugc hgc.
+ Cd CO sd nhan dinh vd mdi tuong quan thuan giua tham nien cdng tac cua
cac can bd lanh dao chu chd't vdi miic do dat dugc cua cac ky nang giao tidp.
Tuong quan giua gidi tfnh, Imh vuc cdng tac, cap quan ly vdi mUc do cua cac ky
nang giao tiep chua dugc rd rang.
+ Trong cac ky nang giao tie'p, ky nang soan thao van ban, ky nang iing xir,
ky nang chii tri cugc hgp, hdi nghi cua can bd lanh dao, quan ly chu chdt co ty le
dat miic do kha va cao bon cac ky nang giao tiep khac la: 28,5%, 25,4%, 16,1%.
2.3. Thuc trgng ve hieu qud giao tie'p
Nghien ciiu ve hieu qua giao tie'p ciia can bd lanh dao, quan ly la va'n dd

khd va phiic tap. Tuy nhien da cd khdng ft nha nghien cuu d nudc ngoai quan tam
va di de'n nhan djnh: Cd md'i quan he true tiep giua ky nang giao tidp vdi hieu qua
giao tie'p va hieu qua lanh dao, quan ly (Bernard M. Bass, 1990; James M. Kouzes
va Barry Z.Posner,1987; Peter. Miller, 2006) (3).
Theo cac nha nghien ciiu tren, giao tiep cd hieu qua dugc bidu hien qua cac
dac didm nhu: Su tin cay cao ciia ngudi nghe, ngudi dgc; tfnh nang ddng va thuyet
phuc cao; da dang trong viec tao cam hiing cho cit toa; nhiet huyet va chan thanh;
sir dung cdng nghe thdng tin hieu qua; tao su hung khdi va nhu cau trao ddi d cir
tga v.v ..
Trac nghiem danh gia hieu qua giao tidp bao gom 10 item (tinh hudng),
mdi tinh hud'ng cd 2 phuong an tra ldi diing hoac sai. Trudc khi lua chpn mdt trong
hai phuong an tra ldi, khach thd phai suy nghT ky, can nhac can than, tham chf cd
thd hdi nhung ngudi gSn gQi nhan xet vd minh de tham khao trudc khi lua chon.
Khach thd nao lUa chpn phuong an diing tir 8 cau hoi trd len la ngudi co nhidu kha
nang giao tidp hieu qua cao. Neu chi cd 3 hoac ft hon lua chpn la dung thi ngudi
dd c^n phai cai thien ky nang giao tiep vi hieu qua thap. Cd tU 4 de'n 7 lua chpn
dling la ngudi cd hieu qua giao tiep trung binh.
Ke't qua didu tra dugc phan anh theo bang sau:
Tir ke't qua didu tra tren cd the riit ra mgt sd nhan xet sau+ Hieu qua giao tiep cua can bd lanh dao, quan ly chii chdt trong he thdng
chfnh trj ndi chung va d ca'p huyen, xa ndi rieng d mirc trung binh thap. Trong sd
1.200 can bd dugc dieu tra chi cd 14,16% co hieu qua giao tie'p d mirc do cao;
phan ldn d mdc trung binh va tha'p (trung binh: 64,84%, thap: 21%). Ket qua nay

TAP CHf TAM LY HOC. S6 8 (185), 8-2014

63


cung cho tha'y ky nang giao tiep ciia ddi ngu can bd nay cdn han che, can thie't
phai dugc cai thien.

Bdng 5: Thuc trgng hieu qud giao tie'p cua cdn bg ldnh dgo, qudn ly chu chdl

STT

1
2
3

Ke't qua lua chon
phuong an dung
TU 8 phucfng an dung trd ldn
Tir 4 den 7 phuong an diing
TCr 1 den 3 phuong an diing

Cao
Sd
luong
18
0
15

Mure do hieu qua giao tiep
Tha'p
Trung binh
Sd
Sd
luong
luong
0
0

0 ,
14,16
0
0
0
907
64,84
0
175
0
0
21,0
0

%

%

%

+ Thuc trang hieu qua giao tiep d miic trung binh va thap tren cung dugc
phan anh d ket qua lua chgn phuong an diing hoac sai d tiing item (tinh hudng).
Trong 10 tmh hud'ng dua ra cd ra't nhidu khach the lua chgn phuong an sai. Cd thd
dan ra sd lieu cu thd sau:
- Tinb hud'ng 5: Tdi viia xuat ban mot vai thii, bao gdm thu giri cho bien tap
tap chl, tham luan hdi thao va mdt phan bien cho ca'p tren cd 978 ngudi chon
phuong an sai (chidm 81,50%)
- Tinh hudng 6: Tdi cd trang v^tb rieng da cd 713 ngudi chgn phuong an sai
(chie'm 59,40%).
- Tinh hud'ng 8: Mgi ngudi ndi chung ddu cudi khi tdi ndi dd'i hoac dua ra

mot Idi nhan xet df ddm, cd 594 ngudi chgn phuong an sai (chie'm 49,5%).
Trong cac tinh hud'ng cdn lai, ty le can bd lanh dao, quan ly chgn phttong
an sai tir 17,9% den 27,8%.
Kdt qua lua chgn phuong an sai d cac tinh hud'ng 5, 6, 8 cd ty le cao cho
tha'y can bd lanh dao, quan ly chu chd't trong he thdng chfnh tri cap huyen va xa d
nudc ta hien nay cdn rat ban chd trong trao doi thdng tin, nghien ciiu khoa hoc,
ung dung cdng nghe thdng tin, ky thuat hien dai trong giao tie'p. Ngoai ra, tir kdt
qua lua chpn phuong an sai d tinh hudng 8 cung cho thay phong each giao tie'p ciia
can bd lanh dao quan ly hien nay cdn ciing nhdc, chua mdm deo, thie'u tfnh df
dom, hai hudc. Han che nay da anh hudng khdng nhd ddn hieu qua giao tie'p.
Tdm Iai qua khao sat 1.200 can bd lanh dao, quan ly chu chd't trong he
thdng chfnh trj d nudc ta cho tha'y cac ky nang giao tie'p can cd d ddi ngu nay cung
nhu hieu qua giao tiep ciia bg chii yeu d miic Irung binh va tha'p, nha't la cac ky
nang lien quan de'n iing dung cdng nghe thdng tin, ky thuat dien tu va nhiing
phuong tien trinh, chieu hien dai.
Cd mdi tuong quan thuan giiia tham nien cdng tac vdi ky nang giao tidp
giira ky nang giao tiep vdi hieu qua giao tie'p. Tuong quan giiia ky nang giao tie'p
vdi gidi tfnh, ITnh vuc cdng tac va ca'p quan ly chua chat, chua ro rang.
TAPCHITAMLyHOC, Sd8(I85). 8 2014


Qua khao sat cho tha'y c^n thidt phai sdm trang bj tri thiic, nang cao y tbiic
ren luyen, cai thien cac ky nang giao tie'p cho ddi ngu can bd lanh dao, quan ly d
nudc ta hien nay, dac biet la e^c ky nang lam chu cam xuc, hanh vi; ky nang su
dung ngdn ngu c o thd; ky nang Iang nghe; ky nang thuye't phuc; ky nang dam
phan, thuong lugng va nhiing quy tac, quy djnh cua giao tidp chfnh thiie va giao
tie'p ngoai giao.
Chu thich
1. Xem: Cdm nang kinh doanh Harvard. Cdc ky ndng qudn ly hieu qud, NXB Tdng
hgp thanh phd H6 Chf Minh, tr. 353 - 356, 2006.

2. Xem: Andrew. J Dubrin, Corel Dalgish, Peter Miler, Leadership, Milton, Qld: John
Wiley and Sons Australia, Ltd: Houghton Mifflin, USA, tr. 372 - 373, 2006.
3. Xem Peter Miller, sach da din, tr. 371, 372.
Tai lieu tham khao
1. Cdc ky ndng lanh dgo, qudn ly, NXB Chfnh trj - Hanh chinh. Ha N6i, 2013.
2. Mary Munter, Chiin luac vd ky ndng giao tiep trong kinh doanh, NXB Ddng Nai,
1995.
3. Nguydn HBu Lam, MBA, Nghe thudt Idnh dgo, NXB Giao due, 1997.
4. Cdc ky ndng qudn ly hieu qud, Cdm nang kinh doanh Harvard, NXB Tdng hgp
thanh phd H6 Chf Minh, 2006.
5. Andrew. J Dubrin, Corel Dalgish, Peter Miler, Leadership, Milton, Qld: John
Wiley and Sons Australia, Ltd: Houghton Mifflin, USA, tr. 372 - 373, 2006.

TAPCHfTAMLVHpC,Sd8(185),8-20I4

65