BÀI GIẢNG Kỹ năng giao tiếp trong kinh doanh du lịch
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
Kỹ năng giao tiếp trong kinh doanh du lịch
!"!
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
CHƯƠNG TRÌNH CHI TIẾT MÔN HỌC
1.Tên môn học :K NĂNG GIAO TIẾP TRONG KINH DOANH DU LỊCH
2. Mã số môn học:
3. Số tiết: #!$%&$
4. Thời điểm thực hiện'()*+$,- ./0$,-"
5. Thời gian:12$%&$3$456'78$96:;2" $456
6. Mục đích của môn học:
- Về kiến thức:
1<4*,%,()=>6:,();%6,)?*,@6/6:'
ABC6,DEFGHI))J)*,J%6%K0LM:%<>$%&NLE:%<>$%&NN,O)LO
ABC6,DEFGHI))J)GP)$BH6:$Q0RSLE$TNU4J6:%<>$%&N$%V4D%V4
ABC6,DEFGHI)*,J%6%K0LEGP)G%V0)W<$,HX6:RHI6:
- Về kỹ năng:
AY6R4FK6$Z6:DH[),C6,$,E6,6,Q6)J),L/60%6,R\),;])W<6:H^%RE0_4R\),
A`T6_O6:6,a6:*%&6$,-))W<0b6,()LE>$,])$&
- Về thái độ:
A?S$,-)$b6$B(6:6,Q6)J),)W<G2%$HI6::%<>$%&N
7. Điều kiện tiên quyết: c6/6::%<>$%&N8Q0RS_4*,J),
8. Mô tả môn học:
8.1. Tóm tắt môn học:
46:)dN),>,();%6,6,a6:*%&6$,-)LE,%V4D%&$)XD@6LM_4R\),)O$,V'
,HX6:"SR4T6),46:LM:%<>$%&N-6:=eLE:%<>$%&NN,O)LO
,HX6: J)GP)$BH6:$Q0RSLE$TNU4J6:%<>$%&N$%f4D%V4
,HX6:g,HX6:RHI6:
8.2. Phân bố chương trình:
Nội dung
Hình thức tổ chức dạy học môn học
Lên lớp
Tổng cộng
Lý
thuyết
Bài tập
Kiểm
tra
GVTH: Nguyễn Khánh Quỳnh Ngân
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
,HX6:"'SR4T6),46:LM:%<>
$%&N-6:=eLE:%<>$%&NN,O)LO
h 7 " "g
,HX6: 'J)GP)$BH6:$Q0RSLE
$TNU4J6:%<>$%&N$%f4D%V4
" " " i
,HX6:g',HX6:RHI6:
"! "" "
96:)j6:
g! k g #!
9. Kế hoạch lên lớp
S$,4F&$ ,]),E6,3 96:;2
g! k g #!
10. Phương pháp dạy và học :
H[6:_l6,();%6,,%V4)J)*%&6$,-)LM:%<>$%&N
%J>L%f6,H[6:_l6,();%6,D%&$LT6_O6:)J)*%&6$,-)LM,>m$Gj6::%<>$%&N
LE>)4j);26:LE,>m$Gj6:6:,%KNLO
H[6:_l6)J),();%6,BY6R4FK6)J)*c6/6::%<>$%&NLE;e_O6:)J)N,HX6:
$%K6:%<>$%&N)?,%K4U4@
H[6:_l6,();%6,$]6:,%f6)-4:%J>$BC6,
11. Đánh giá kết thúc môn học :
,%*&$$,n)0b6,()Do6:,C6,$,-)$,%L%&$,>P)$,%$Bp)6:,%K0
&$U4@DE%$,%GHI)GJ6,:%J$,q>$,<6:G%V0"!
12. Đề cương chi tiết môn học:
Chương,
mục
Nội dung LT TH/B
T/TL
KT
Chương 1 LÝ LUẬN CHUNG VỀ GIAO TIẾP ỨNG XỬ VÀ
GIAO TIẾP PHỤC VỤ
8 4 1
1.1.
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Giao tiếp
Khái niệm giao tiếp và vai trò của giao tiếp
J):%<%G>m6)W<U4J$BC6,:%<>$%&N
Các vai trong quá trình giao tiếp
,a6:G%M4)56),nSGV:%<>$%&N)?,%K4U4@
J)*c6/6::%<>$%&N
1.2. Ấn tượng ban đầu và một số nghi thức trong giao tiếp
ứng xử
1.3. Giao tiếp giữa người phục vụ và khách
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
"g"
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%<>$%&N$B>6:N,O)LO
%<>$%&N$B>6:)J)D49%$%K)),%f4Gr%
s6:=eL[%6,a6:R^%N,E66E68),fD<%)W<*,J),
Chương 2 CÁC ĐẶC TRƯNG TÂM LÝ VÀ TẬP QUÁN GIAO
TIẾP TIÊU BIỂU
12 12 1
2.1.
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Tập quán giao tiếp theo châu lục
Tập quán giao tiếp của người Châu Á
Tập quán giao tiếp của người châu Âu
Tập quán giao tiếp của người châu Mỹ
Tập quán giao tiếp của người châu Phi
2.2.
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k
h
t
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Đặc trưng tâm lý và tập quán giao tiếp của một số
quốc gia, dân tộc
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%`%K$<0
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%B46:u42)
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%E6u42)
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%,T$@6
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%,JN
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%-)
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%6,
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%vc
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%:<
P)$BH6:)XD@6$B>6::%<>$%&N)W<0j$;26H[)B46:
b6:
Chương 3 THƯƠNG LƯỢNG 10 11 1
3.1.
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Khái quát về thương lượng
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:4Ff66,Q6)W<$,HX6:RHI6:
,Q6R>m%$,HX6:RHI6:
3.2.
g "
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Đặc điểm và vấn đề đánh giá thương lượng
P)G%V0)W<$,HX6:RHI6:
J6,:%J)4j)$,HX6:RHI6:
3.3.
gg"
gg
ggg
Các kiểu thương lượng
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,HX6:RHI6:*%V4)-6:
,HX6:RHI6:_]<$Bf66,a6:6:4Ff6$p)*,J),U4<6
3.4.
g7"
Quá trình thương lượng
%<%G>m6),4x6D\
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
g7
g7g
g77
%<%G>m6$%&N=n)
%<%G>m6$%&6,E6,$,HX6:RHI6:
%G&6$,y<$,4T6LE*S*&$,INGz6:
Tổng cộng 30 27 3
13. Trang thiết bị dạy học cho môn học:
@6:8N,d68:%J>J68DE%:%@6:80JF),%&4B>{q$>BLE0JF$|6,8`
14. Yêu cầu về giáo viên'
ABf6)X;}),HX6:$BC6,0b6,()N,@%6:,%f6)-4$E%R%K4GVL%&$DE%:%@6:,4x6
D\;H4$50;XGz8$B<6,@6,8,C6,,>mGV0%6,,>m6j%_46:DE%:%@6:~QF_]6:6,a6:DE%
$TN$C6,,426:GV6:H^%,()$,]),E6,LEBY6R4FK6*c6/6:=eRS$C6,,426:
A?$,V$C0*%&0,>P)=QF_O6:)426N,%06,]<LM0j$;2,>m$Gj6::%<>$%&N$%f4
D%V4GV$,5F$B•)€6:$,@>R4T6=46:U4<6,N,566j%_46:DE%:%@6:•6&4)?G%M4*%K6‚€6:
0JF)<0qB<U4<F$m%),ƒ*,%6:H^%,()$,]),E6,)J)6:,%$,-)8DE%$,4F&$$BC6,„;<4G?
=q0Rm%LE6,T6=…$8$,@>R4T6
15. Tài liệu cần tham khảo:
†"‡GS. Nguy~n Văn Lê
† ‡GS. Nguy~n Văn Lê,
†g‡V• Lê Giao- Nguy~n Văn Hào- Lê Nhật Thức.
†7‡Trần Thị Thu Hà-!"#$%~Ej%
†i] Tổng cục Du lịch Việt Nam,&'(")*
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
~ˆ‰Š`v
TRƯỜNG CĐCN TUY HÒA Độc lập - Tự do - Hạnh phúc
&
BÀI GIẢNG MÔN K NĂNG GIAO TIẾP TRONG
KINH DOANH DU LỊCH
f6,()N,56'c6/6::%<>$%&N$B>6:*%6,_><6,_4R\),
vr;20b6,()'
96:;2$%&$'#!$%&$
Mục tiêu môn học:
`M*%&6$,-)';<4*,%,()=>6:,();%6,)?*,@6/6:'
ABC6,DEFGHI)*,J%6%K0LM:%<>$%&NLE:%<>$%&NN,O)LO
ABC6,DEFGHI))J)GP)$BH6:$Q0RSLE$TNU4J6:%<>$%&N$%f4D%V4
ABC6,DEFGHI)*,J%6%K0LEGP)G%V0)W<$,HX6:RHI6:
- `M*c6/6:'
AY6R4FK6$Z6:DH[),C6,$,E6,N,>6:)J),:%<>$%&NL/60%6,R\),;])W<6:H^%
RE0_4R\),
A`T6_O6:6,a6:*%&6$,-))W<0b6,()LE>$,])$&
`M$,J%Gj'?S$,-)$b6$B>6:6,Q6)<),)W<G2%$HI6::%<>$%&N
Yêu cầu
:H^%,()N,@%$]6:,%f6)-4:%J>$BC6,),4x6D\),>DE%,();<4
f6)m6,)J)*%&6$,-)GHI))46:)dN$Bf6R[N6:H^%,()N,@%$,<0*,@>$,f0)J)
;J),$E%R%K4LM:%<>$%&N
:H^%,()N,@%)?S$,-)LT6_O6:6,a6:*%&6$,-)Gr,()LE>,>m$Gj6:G<_m6:
)W<)4j);26:
:H^%,()N,@%)?S$,-),(),y%)J)*%6,6:,%K0-6:=e$B>6:_Q6:%<6
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
CHƯƠNG 1
LÝ LUẬN CHUNG VỀ GIAO TIẾP ỨNG XỬ VÀ
GIAO TIẾP PHỤC VỤ
Mục tiêu:
,o0$B<6:D\),>,();%6,6,a6:Ld6GM)XD@6;<4'
,J%6%K0LEL<%$B•)W<:%<>$%&N
,Q6$|),GHI))J):%<%G>m6)W<U4J$BC6,:%<>$%&N
%&$)J)6:4Ff6$p):%<>$%&N)XD@6GV)?N,>6:)J),:%<>$%&NL/60%6,R\),;]
,a6:G%M4)56),nSGV:%<>$%&NGm$,%K4U4@
1.1. Giao tiếp
1.1.1 Khái niệm giao tiếp và vai trò của giao tiếp
* Khái niệm giao tiếp
%<>$%&NRE;]$%&N=n)$Q0RS:%a<)>66:H^%L[%)>66:H^%8$,b6:U4<G?)>66:H^%
$B<>G9%L[%6,<4LM$,b6:$%68LM)@0=n)86,T6D%&$Rl66,<48@6,,H}6:$J)Gj6:U4<Rm%
L[%6,<4
?6,%M4G\6,6:,w<*,J)6,<4LM:%<>$%&N8}GQF),n6:$<N,Q6$|),:%<>$%&N$,q>
:?)Gj'
+,-.%<>$%&NGHI),%V4RE,C6,$,-))/6D@66,d$)W<,E6,L%
)>66:H^%8REU4J$BC6,$B<>G9%$,b6:$%6:%a<6:H^%L[%6:H^%%V4$,q>6:,w<6EF8,>m$
Gj6::%<>$%&N)?6,a6:GP)$BH6:'
%<>$%&NREU4<6,K=r,j%GHI)$,V,%K6U4<;]$%&N=n)8$B<>G9%:%a<)J6,Q6L[%
)J6,Q6,>P)L[%6,?06:H^%*,J)
B>6::%<>$%&N8)J)),W$,V:%<>$%&NR4b6G9%),ƒ),>6,<48)€6:),\4;]),%N,2%8
$J)Gj6:Rl66,<4v-)Gj@6,,H}6:Rl66,<4:%a<)J)),W$,VLE,%K4U4@:%<>$%&NN,O
$,4j)Bd$6,%M4LE>L\$B|8L<%$B•=r,j%8$|6,)J),84F$|68:%[%$|6,8Gj$49%)‹6:6,H)J)
02%U4<6,K=r,j%)W<,(
u4<$%&N=n)8)>66:H^%6,T6$,-)GHI)LM6:H^%*,J)'Z,C6,_J6:8G%K4Dj86…$
0P$G&6$Q0$Bm6:8$|6,)J),8$Bm6:$,J%=n))@08$BC6,Gj$B%$,-)86/6:R])LE)J):%J$B\
*,J)z6:$,^%8U4<6,T6=…$8GJ6,:%J)W<6:H^%*,J)LM0C6,86:H^%$<,%V4D%&$$,f0LM
D@6$,Q6
u4<,>m$Gj6::%<>$%&N8)J),=e;]8$,\,%&48N,>6:$O)$TNU4J68$,?%U4q6GHI)
$B4FM6Gm$LERw6,,j%$Z$,&,K6EF;<6:$,&,K*,J)
%<>$%&N$,])),d$RE;]$%&N=n)$Q0RS6f6)?;]R<6$B4FM68RQFR<6)@0=n)8$B<>
G9%$C6,)@0GV)>66:H^%,%V46,<4,X6
+,-/.%<>$%&NREU4J$BC6,$B<>G9%$,b6:$%6:%a<6,a6:6:H^%G2%$,>m%
B>6:N,m0L%:%<>$%&N,ŒN6EF8,>m$Gj6::%<>$%&N)?6,a6:GP)$BH6:'
,a6:6:H^%G2%$,>m%N,@%)?;]$HX6:Gz6:LM6M6L/60%6,8L/6,>J86:b66:a8
$BC6,Gj8L26,%V4D%&$J)F&4$26EF)E6::566,<4$,C:%<>$%&N)E6:$,4T6RI%8_•_E6:
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
u4J$BC6,$B<>G9%$,b6:$%6)?$,V_%•6B<$B])$%&N,>P):%J6$%&N
u4J$BC6,$B<>G9%$,b6:$%6:%a<)J)),W$,VD<>:%^)‹6:),\4;]$J)Gj6:$B])$%&N
)W<),4x60])L/6,>J8=r,j%LE)J)U4<6,KL26)?$BH[)GQF)W<),W$,V
v2%U4<6,K:%<>$%&N:%a<)>66:H^%L[%)>66:H^%)?$,V=@FB<L[%)J),C6,$,-)*,J)
6,<4'
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%<>$%&N:%a<)J6,Q6L[%6,?0
%<>$%&N:%a<6,?0L[%6,?08:%a<6,?0L[%)j6:Gz6:
* Vai trò của giao tiếp
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2%L[%=r,j%8:%<>$%&NREG%M4*%K6)W<;]$z6$m%LEN,J$$B%V6=r,j%%<>$%&NRE
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GHI)$,Z<6,T686,4)54GHI)6,a6:6:H^%=46:U4<6,U4<6$Q086,4)54GHI),>E6,TN
LE>6,a6:6,?0=r,j%6,d$G\6,
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`[%L<%$B•RE)5462%:%a<*,J),_4R\),L[%)J)GX6L\*%6,_><6,_4R\),8,>m$Gj6:
)W<6,a6:6,Q6L%f6_4R\),),WF&4RE,>m$Gj6::%<>$%&NJ))b6:L%K))W<6,Q6L%f6
_4R\),6,H$%&N*,J),8,H[6:_l6*,J),8:(%LE$B@R^%G%K6$,>m%GM4RE6,a6:R>m%,C6,
:%<>$%&N*,J)6,<4,|6,LCLTF80j$6:H^%6,Q6L%f6_4R\),:%y%$BH[),&$N,@%RE0j$
GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
6:H^%:%<>$%&N:%y%`CLTF8Df6)m6,L%K)6p0La6:*%&6$,-)),4Ff60b686:,%KNLO8
),n6:$<)566:,%f6)-486p0La6:)J)*c6/6::%<>$%&NLE$,H^6:=4Ff6BY6R4FK66,a6:
*c6/6:6EFGV)?$,V:%<>$%&N$,T$$2$8:QFGHI)$,%K6)@0L[%0(%6:H^%
,HLTF8:%<>$%&N$m>G%M4*%K6GVN,J$$B%V6*,b6:),•6,Q6)J),)J6,Q68:%nN|),
),>)b6:L%K)0E)•6RE$%M6GM),>;]N,J$$B%V6)W<=r,j%8)j6:Gz6:8_Q6$j)LE,•<
U4FK6LE>6M6L/60%6,6,Q6R>m%
1.1.2. Các giai đoạn của quá trình giao tiếp
1.1.2.1. Mở đầu quá trình giao tiếp
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1.1.2.2. Diễn biến quá trình giao tiếp
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1.1.2.3. Kết thúc quá trình giao tiếp
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1.1.3. Các vai trong quá trình giao tiếp
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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1.1.4.Những điều cần chú ý để giao tiếp có hiệu quả
1.1.4.1. Khắc phục các yếu tố gây trở ngại trong quá trình giao tiếp
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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1.1.4.2. Một số đặc điểm tâm lý của con người trong giao tiếp
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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1.1.5. Các kỹ năng giao tiếp
1.1.5.1.Khái niệm kỹ năng giao tiếp
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1.1.5.2.Các nhóm kỹ năng giao tiếp và việc rèn luyện các kỹ năng giao tiếp
* Nhóm các kỹ năng định hướng giao tiếp
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:H^%)?$,b6:$%66,%M4LEL\$,&)<>,X6$,C6:b66:a;Ž$€F$,q>$J)N,>6:Rr6,Gm>
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* Nhóm các kỹ năng điều khiển quá trình giao tiếp
GVTH: Nguyễn Khánh Quỳnh Ngân
"g
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
,?0)J)*c6/6:6EFD%V4,%K6*,@6/6:R2%)4268$,4,n$G2%$HI6::%<>$%&N8D%&$
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1.2 Ấn tượng ban đầu và một số nghi thức trong giao tiếp ứng xử
1.2.1. Định nghĩa ấn tượng ban đầu
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;})W<6,T6$,-))@0$|6,8$B]):%J)LE6,a6:B46:)@0)J6,Q6
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6,a6:R56:PN:•;<4G?LEN,@%0d$*,b6:|$)b6:;-)0[%)?$,V=>JGHI)d6$HI6:G?
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GVTH: Nguyễn Khánh Quỳnh Ngân
"7
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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1.2.2. Một số nghi thức giao tiếp
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GVTH: Nguyễn Khánh Quỳnh Ngân
"i
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
"#
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
"k
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
"h
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
:H^%),WGj6:G-6:B<:%[%$,%K46,a6:6:H^%),H<U4q6D%&$L[%6,<4RE6:H^%
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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1.3. Giao tiếp giữa người phục vụ và khách
1.3.1 Giao tiếp trong phục vụ
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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GVTH: Nguyễn Khánh Quỳnh Ngân
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Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
1.3.2. Giao tiếp trong các buổi tiệc chiêu đãi
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GVTH: Nguyễn Khánh Quỳnh Ngân
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GVTH: Nguyễn Khánh Quỳnh Ngân
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