HỌC VIỆN NGOẠI GIAO
KHOA TIẾNG ANH
ĐẶC TRƯNG NGÔN NGỮ - VĂN HÓA CỦA HÀNH VI
CHÀO HỎI TRONG TIẾNG ANH VÀ TIẾNG VIỆT
Hà Nội, tháng 12-2011
HỌC VIỆN NGOẠI GIAO
KHOA TIẾNG ANH
ĐẶC TRƯNG NGÔN NGỮ - VĂN HÓA CỦA HÀNH VI
CHÀO HỎI TRONG TIẾNG ANH VÀ TIẾNG VIỆT
Hà Nội, tháng 12-2011
!
CHƯƠNG I: MỞ ĐẦU
1.1 Lý do chọn đề tài:
"#$%&'"#(&)*%+,)"-./.0&'12#3).4&5%63&7"899.#:&;<&=&''#/>9#?77"@#+#
;4A2B#2C&"#:%D#?92$&'E&&'FG,"H#'IJ#"K)&'>L#&'FA%C&9=&')IJ&'+IM)
;"@&=&''#/>9#?79.>&'&'E&&'F+N)"9"O)P&7"@#&Q&')/>2C&"#:%D#?92$&'E&&'F
G,"H#(&)L&"&"F&';"R;"=&2$&'F7"871)S%9.T)1"/6&'FQA1&'IJ#"K)&'>L#
&'F)U&'V7;"R;"=&9.>&'2#3)WXYZ&'&'E&&'FAH9)8)"7"["M75#(&\%/&9B#)8)
9"]&"&'F"/6\%67"LA2=&"R/)^/&'E&&'F+N)""_>%A7_.`9"Oa'IJ#b&"F&'
&$&2=&"R/;"8))R)8)"'#/>9#?7;"8)&"/%"F&';"8)D#392$2=&"R/)R9":'Q6&(&
;"R;"=&Yc&+?&9"S9DL#9.>&''#/>9#?7d
"]>"e#)f&'&"I&"F&'"]&"+H&'&R#;"8)9":"#3&+V)9.I&'2=&"R/)^/Ag#
YQ&9H) R.S9&"#$%)8)")"]>"e#;"8)&"/%h&"F&'&IB)7"Ii&'Q6&"Ij"871Q6
/&"/"/6k1AK#&'IJ#9"IJ&')"]>DL&D4D0&')8)"9./>&"/%&Z"E&A89.>&';"#
+Rb.%&'lE&'1&'IJ#m#'#8>9"IJ&'EA&'IJ#)[&''#B#;"#"K)"]>&"/% U&
&"F&'&'IJ#)"Q%n"F&'&'IJ#b+S9&IB))"Q%9"IJ&';"8;N&+8>1Y>+R)8)"
"K)"]>&"/%)f&'"?9W*)9"o&9.K&'2];N&")p&h#39/A15J#)"]>5]"?9W*)\%/&
9.K&''/69qG/GI/+,)R)Q%&R#a!J#)"]>)/>"i&AQA)gd1+#$%&]6)">9"S62=&
"R/)"]>"e#+,9.b9"]&"AH99"*2=&"R/;"E&'9":9"#?%)^/&'IJ##39
V)Y[b9S9)@)8)&'E&&'F1)"*)&=&')iD@&&"S9)^/)"]>"e#5]+:G8)&"o&
2#3)&"o&D#?9Wr)RAV9)^/&'IJ#'#/>9#?719":"#3&Wr\%/&9QA2];"s&'+t&"AC#
\%/&"3"/62t9"?)^/&'IJ#)[&''#/>9#?7>&'b&"F&'&'E&&'F;"8)&"/%1)8)"
9"*))Z9":9.>&')"]>"e#5L#;"E&'&"I&"/%#3)+_A\%6IB)WXYZ&')^/&'E&&'F
&]62]>&'E&&'F;"8)Wu'Q6)">"K&"#$%;"R;"=&2]YvDt"#:%5PAO9"?&'"#(&
)*%2$)8)"9"*))"]>"e#)^/)8)&'E&&'F19q+R+I/./&"F&'&w99Ii&'+m&'2];"8)
D#395];"8)P&9"#?91&"S95]9.>&';"#&"%)P%"K)&'>L#&'F+/&'&']6)]&'9=&')/>
.>&'D]#9#:%5%o&&]619E#Wu9o79.%&'2]>)8)")"]>"e#)^/&'E&&'F&"2]&'E&
&'F#391W>W8&"2])"-./&"F&'+#:A;"8)D#395#(&\%/&9B#&H#Y%&'1&'F&'"x/1)T
7"872]9q2r&'9.>&'5J#)"]>)^/"/#&'E&&'F&]6r/2]>+R19E#Wu+I/./AH92]#
'M#y)">)8)"YL62]"K)&'>L#&'F+:'#T7&'IJ#"K))R9":9.8&"+IM)Wr)"%6:&+z#
;"E&'7"["M79q9#?&'A{+|W/&'&'E&&'F+N)"2])R9"(A9"E&'9#&)P&9"#?9+:"K
9"]&")E&'"i&9.>&''#/>9#?72B#&'IJ#D@&&'F
1.2 Câu hỏi nghiên cứu
.K&'9QA)^/D]#9#:%5%o&Wu9o79.%&'2]>9OA"#:%&"F&'5J#)"]>9.>&'9#?&'&"
2]9#?&'#392]9.@5J#&"F&')Q%"e#)Z9":YIB#+Q6
a. 8)5J#)"]>"e#9.>&'9#?&'&"n
b. 8)5J#)"]>"e#9.>&'9#?&'#39n
c. R&"F&'&w9'#C&'2];"8)&"/%&]>9.>&'5J#)"]>"e#)^/9#?&'&"
2]9#?&'#39n
1.3 Mục đích nghiên cứu
l$9]#+V9./AZ)+N)"5]&'"#(&)*%AH9)8)""39"C&'&"F&'5J#)"]>"e#;"#
'V7AV99.>&'9#?&'&"#(%9@9o79.%&'2]>&"F&'+V)9.I&'&'E&&'F2]2=&"R/
)"]>"e#19q+R+C#)"#?%2B#&"F&'5J#)"]>"e#9Ii&'+Ii&')R9.>&'9#?&'#391&(%./
&"F&'&w9'#C&'&"/%2]&"F&'+#:A;"8)D#399.(&DO&"Y#3&&'F&'E&1&'FYZ&'2]
DO&"Y#3&5#(&2=&"R/
l$9]#)f&'+V9./AZ)+N)"'#T7W#&"2#(&&}A+IM)&"F&'+V)9.I&'&'E&&'F19QA
5y1G,"H#12=&"R/)^/"]&"+H&')"]>"e#9.>&'9#?&'&"19q+R&Q&')/>&=&'5r)2]
"#3%\%@'#/>9#?7&'E&&'F2]Yt)"9"%o91+:&"o&.~)8#+T&'1)8#"/69.>&''#/>9#?7
&'E&&'F?9\%@&'"#(&)*%'R77"P&5]A7">&'7"T9"(A2C&"#:%D#?92$2=&"R/
)"]>"e#9.>&'9#?&'&"2]9#?&'#391\%/+R'#T79#?7&"o&2]WXYZ&'+IM)&'E&&'F
&]6AH9)8)""#3%\%@
1.4 Đối tượng và phạm vi của nghiên cứu
'"#(&)*%9o79.%&'2]>"]&"2#)"]>"e#9"E&'\%/)8)5J#)"]>"e#7"zD#?&1+IM)
Y[&'9"E&'YZ&'9.>&''#/>9#?79"IJ&'&"o99.>&'9#?&'&"2]9#?&'#39.K&'9QA
)^/&'"#(&)*%5]9o7"M71"39"C&'"R/17"Q&9N)"+V)9.I&'2=&"R/•&'E&&'F2]+V)
9.I&'2=&"R/•G,"H#)^/)8)5J#)"]>1W>W8&"2];"8#\%89"R/&"F&'&w99Ii&'+m&'
2]YtD#39)^/&"F&'5J#)"]>"e#9.>&'9#?&'&"2]9#?&'#39
"E&'&0A9.>&'7"LA2#&'"#(&)*%)^/+$9]#5]&"F&'5J#)"]>A/&'9N&")"S9)8
D#391+V)9.I&')">AH9&"RA"/6AH9WC+C#9IM&')8D#392]&"F&'5J#)"]>A/&'9N&"
&'"#5v+V)9"[9.>&'\%Q&+H#19E&'#8>)f&'&"I&"F&'IB)53)"]>"e#\%/+#3&9">L#
2]&"F&'"O&"9"*)'#/>9#?7D0&'&'E&&'FQA9"/&"2]2=&D@&;"8)9.(&AL&'
1.5 Phương pháp nghiên cứu
'IJ#&'"#(&)*%5r/)"K&7"Ii&'7"87&'"#(&)*%+t&"5IM&'2]+t&"9N&")">
D]#9#:%5%o&19.>&'+R)"^6?%WXYZ&'7"Ii&'7"87+t&"9N&"XYZ&'7"Ii&'7"87
+t&"9N&"+:+#7"Q&9N)"1W>W8&")8)+V)+#:A)"N&"1)8)AE"O&"2])8)"WXYZ&')8)
5J#)"]>9.>&'9#?&'&"2]9#?&'#39j"Q&9N)"1W>W8&")8)+V)+#:A)"N&"1)8)AE
"O&"2])8)"WXYZ&')8)5J#)"]>9.>&'9#?&'&"2]9#?&'#39lV9&'E&&'F•2B#9I
)8)"5]AH99.>&'&"F&'"]&"2#)^/)>&&'IJ#•2]>9O&""%C&')Z9":2]9"E&'\%/+R
&(%+IM)+V)9.I&'2=&"R/•&'E&&'F2]2=&"R/YQ&9H))^/5J#)"]>"e#9.>&')@"/#
&'E&&'F"8#\%89)8)&w99Ii&'+m&'2]YtD#39)^/5J#)"]>9.>&'9#?&'&"2]9#?&'
#392]9q+R+I/./AH9WC'M#y)">2#3)YL62]"K)9#?&'&"
j"Ii&'7"87+t&"5IM&'+IM)&'IJ#2#?9WXYZ&'+:9"%9"o719"C&';()8)9]#
5#3%9#?&'&"2]9#?&'#39)R5#(&\%/&9B#+$9]#.O&"D]6)8)&'"#(&)*%A/&'9N&"
)"S95y5%o&15]A)iWb)">&'"#(&)*%
'%m&9]#5#3%)"^6?%)^/D]#&'"#(&)*%+R5]W8)"9"/A;"@>)R5#(&\%/&+?&
)"^+$&'"#(&)*%2])8)&'%m&&9_.&_9+8&'9#&)o6
CHƯƠNG II: CƠ SỞ LÝ LUẬN NGHIÊN CỨU
2.1 Những khái niệm cơ bản
2.1.1 Hành vi ngôn ngữ
"_>_>.'_€%5_1"]&"2#&'E&&'F•W7__)"/)9W‚5]a&"F&'"]&"+H&'+IM)9":
"#3&9"E&'\%/)8)7"89&'E&d.>&''#/>9#?71"]&"2#&'E&&'F;"E&'+i&'#@&)"-5]
+I/./&"F&')Q%+T&'&'F7"87A]bAg#)Q%)U&)RAH9;#:%"]&"2#&"S9+t&"+IM)
9"r)"#3&12NYZ&"Ihỏi, chào, bắt chuyện, ra lệnh, từ chối, cảm ơn, xin lỗi.. R9":9"S6
.0&'19.>&''#/>9#?7)R&"#$%"]&"2#&'E&&'F+IM)9"r)"#3&+m&'9"J#
"_>&"I_>.'_%5_9"OE&'7"Q&D#39"]&"2#&'E&&'F9"]&"ƒ"]&"2#&'E&&'F
DH7"o&lR5]"]&"2#9L>5J#•5>)%9#>&/.6/)9‚1"]&"2#9L#5J#•#55>)%9#>&/.6/)9‚2]"]&"
2#W/%5J#•7_.5>)%9#>&/.6/)9‚
„.>&')8)9]#5#3%#39&'F"K)19"%o9&'F5>)%9#>&/.6/)99"IJ&'+IM)Yt)"5]hành động tạo
lời1#55>)%9#>&/.6/)9• hành động ở lời2]7_.5>)%9#>&/.6/)9• hành động mượn lời "/6hành
động xuyên ngôn„
•'%6v&"#3W…†††‡‡‚
"_>+R1"]&"2#9L>5J#5]D#:%+L97"89QA)8)9q1"O&"2t1)Q%2]G8)+t&")8)6?%
9C5#(&\%/&1&'"x/5]2#3)&R#./AH9)Q%2B#y&'"x/2]Wb)"-G8)+t&"]&"2#9L#5J#5]
9"r)"#3&AH9"]&"2#&'E&&'F9"_>AH95>L#"O&"&"S9+t&"2NYZ"e#19.@5J#1./53&"1
A>&'IB)]&"2#W/%5J#5]98)+H&'1@&""Ib&')^/5J#&R#9B#9O&")@A1W%6&'"x19#?7
&"o&2]+C#2B#)8)"]&"2#Y#v&./W/%+R19*)5]"#3%\%@198)+H&'+C#2B#&'IJ#&'"_
7"89W#&"9q"]&"2#&'E&&'F9.(&
2.1.2 Hành vi ngôn ngữ "chào"
"]>"e#5]AH99.>&'&"F&'"]&"2#&'E&&'FY[&'9.>&''#/>9#?79"IJ&'&"o91
Y#v&./AH9)8)"9r&"#(&1;"E&'9":9"#?%9.>&'DS9;ˆAH9&'E&&'F&]>.>&'9#?&'
&"1+:D#:%9"t"]&"2#)"]>"e#5]+H&'9q&'E&"]&"(performative Verb – động từ chỉ
những hành động thực hiện bằng ngôn từ - Nguyễn Thiện Giáp 2000)“greet”.
$;"8#Aa'.__9d9.>&'9#?&'&"19q+#:&G‰>.YY2/&)_Y!_/.&_.+t&"&'"x/
+R5]'X#5J#)"]>9B#/#•_'.__9_Y/559"_'%_W9WŠ/.A56Š"_&9"_6/..#2_Y‚
2.1.3 Hành vi ngôn ngữ “chào” trong tiếng Anh
/‚]&"2#&'E&&'Fa'.__9d9"E&'9"IJ&'+IM)D#:%+L99"E&'\%/)8)"]&"2#
)"%p&9})1)RYL&'G8)+t&"19"E&'\%/)8)5J#)"]>l#$%;#3&Y%6&"S9+C#2B#2#3)9":
"#3&AH95J#)"]>1+R5])8)+C#98)'#/>9#?77"@#'V7&"/%#3)9"r)"#3&"]&"2#&'E&
&'F„'.__9„•Hi!, Hello!‚Wu9"]&")E&'&?%&'IJ#&'"_&}A+IM);#:%)"]>+R2]9r"#:%
.0&'+R5]5J#)"]>Y]&")">AO&"
b) "E&'\%/WXYZ&'9"]&"9"R#\%_&1)8)D#:%9"*))"]>"e#+IM)'#@A9"#:%9"]&"&"F&'
)ZA9qG,'#/>1;"%E&Ac%]&"2#&'E&&'F„'.__9„Y>+R;"E&'+IM)G_A5]"]&"2#
9L>5J#•5>)%9#>&/.6/)9‚9"r)Wrl/7"P&)8);#:%)"]>"e#1)"s&'"L&&"I„_55>‹„+$%
;"E&'A/&'&'"x/1)"*)&=&'YZ&'"K))^/)"T&')"-+IM)9":"#3&;"#)"T&'+R&'2/#
9.U5]AYS%"#3%9.>&'&"F&'&'F)@&"2=&"R/&"S9+t&"&'IJ#&"o&5J#)"]>&"o&9"S6
AO&"+IM))"]>2]+875L#
2.2 Các lời chào
8)5J#)"]>5])8)+i&2t5J#&R#5]A7"Ii&'9#3&D#:%+L9)8)"]&"2#)"]>"e#&R#
9.(& 8)7"89&'E&)"]>)R&"F&'+V)+#:A&"S9+t&"
1) "*&"S91)8)5J#)"]>5])8)7"89&'E&A/&'9N&"&'"#9"*)19*)5])8)7"89&'E&
7"Z)2Z)">&"F&'"]&"2#*&'GXA/&'9N&"&'"#9"*)"O&)"%&')8)">L9
+H&'A86AR)A/&'9N&"\%6IB)+IM)'K#5]&'"#9"*)1)8)">L9+H&'&]6)R9":
+IM)Y#v&9@D0&')X)"-">V)&'E&&'F
2) "*"/#1)8)5J#)"]>5]AH97"P&5%E&"#3&Y#3&9.>&''#/>9#?7"0&'&']61)"T&'
5]&"F&'&'"#9"*)9"IJ&'&"o91)R"/#+V)9N&"•/‚+V)9N&"+C#9">L#2]•D‚+V)
9N&"9./>+z#
•a‚lV)9N&"+C#9">L#)^/5J#)"]>+U#"e#Wr9./>&"o&2]9.@5J# "q&'&]>AH95J#
)"]>+IM)9"r)"#3&9"O)RAH95J#)"]>+875L#1+Q65]+#$%;#3&.S9\%/&9.K&'!J#
)"]>+875L#+IM))>#&"I6?%9C9"*"/#9.>&'9.O&"9r1&?%;"E&')R&R1.S9)R9":+R
Wu5]YS%"#3%)^/WrDS9&",">V)GT)7"LA
•b‚lV)9N&"9./>+z#)^/5J#)"]>9L>&(&AH9;"%&'\%/&"9Ii&'98)'#/>9#?7]&"
2#)"]>2B#9I)8)"5]AH9"]&"2#&'"#9"*)5]AH99":9r&"#(&)R"/#9"]&"7"P&
W/%5J#)"]>7"@#5]AH95J#)"]>+875L#1)"T&')R9":\%/&"3+C#G*&'">V);"E&'
+C#G*&'2B#&"/%lC#G*&'&"/%5]YL&'9"*)+P%D0&'2B#YL&'9"*)7"@&*&'1
&'"x/5]5J#)"]>+875L#5]Wr5V75L#9q&'9q)^/5J#)"]>+P%'K#5]YL&'9"*))H&'
"Ib&'lV)9N&")H&'"Ib&')^/7"89&'E&)"]>+IM)A#(%9@&"I5])8))V7+E#5#$&
;$•/YŒ/)_&)67/#.W‚1&'"x/5])8))V7+E#&C#9#?7&"/%9.r)9#?71)"?+t&"&"/%2$
AV9'#/>9#?71)R\%/&"3+C#G*&'1Ac%9.O&"9r)^/&R5]
Hello! "]>‹ •)"]>;"b#GIB&'‚
Hello! "]>‹ •)"]>+875L#‚
%6&"#(&1)f&')R9":G@6./9.IJ&'"M7)"]>;"b#GIB&'5L#;"8)YL&'9"*))"]>
+875v1&"I&'Wr;"8)D#39&]69"IJ&';"E&'+8&';:2];"E&'@&""Ib&'9B#+V)
9N&")H&'"Ib&'
Hey, Jenny! 1€_&&6‹ •)"]>;"b#GIB&'‚
Oh, hi Mary. How are you ? ")"]>/.6L&;"e_;"E&'n•)"]>+875L#‚
2.3 Chức năng của lời chào
1) "*)&=&'&z#Do9)^/5J#)"]>5]WrY#v&9@7"w75t)"Wr.>&''#/>9#?7„AV9
+C#AV9„15J#)"]>9.b9"]&"D}9D%H);"#'V7!J#)"]>)R&'"x/5]&R#„2Q&'„2B#
'#/>9#?7G,"H#?%;"E&')R5J#)"]>1)8)\%#9})5t)"Wr1G,'#/>WuDtGQA
7"LA
2) !J#)"]>)U&)R2/#9.U5]7"Ii&'9#3&+:+t&"&'"x/2])"*&'&"o&A*)+H9"Q&
Ao92]9"*Do))^/)8)+C#98)'#/>9#?7!J#)"]>9":"#3&AC#5#(&"3G,"H#)^/
)8)+C#98)'#/>9#?7./D0&'5J#!J#)"]>+P%\%/&9.K&'5]2O)"T&'9":"#3&Wr
&"o&D#?9D/&+P%'#F/)8)+C#98)'#/>9#?7NYZ1b)E&'961AH9&"Q&2#(&Wu
+I/./)8)5J#)"]>;"8)&"/%+C#2B#)8)+C#9IM&''#/>9#?7;"8)&"/%B#W?7
)^/AO&"1&"Q&2#(&+R)"]>aGood morning, director” •#&)"]>&']#‹c&&"Q&
2#(&+R)"]>+m&'&'"#37aMorning!“ •#&)"]>‹ 8)"Y[&';"8)&"/%&"I2o65]
9":"#3&Wr;N&"A?&19E&9.K&'"/69"Q&9"#3&"E&'\%/"]&"2#)"]>"e#1&'IJ#
+IM))"]>)R9":)@A9"S6AO&"+IM)+$)/>1"L9"S7"/6DtGT)7"LA
3) H9WC5J#)"]>5L#+IM);"})"K/.~&w9Db#AE#9.IJ&'G%&'\%/&"2]+R&'2/#
9.U5]7"Ii&'9#3&&"o&D#?9#B#9"/&"&#(&1)8)9z)"*)2])8)&"RA&'"$
&'"#37WXYZ&'&"F&'YL&'9"*))"]>"e#.#(&'0&'2#3)2o&YZ&'&"F&'YL&'
9"*))"]>"e#&]6)R9":)">9"S6)8)+C#9IM&''#/>9#?79"%H)2$AH9&"RA&"S9
+t&"">V))">9"S6Wr9=&')IJ&')@A'#8)+>]&;?9
4) !J#)"]>9"IJ&'Wb"F%)"*)&=&'D#:%)@A1'#89.tD#:%)@A+IM)9":"#3&&"J
)8)"&"S&'#K&'2])@A9"8&12NYZ"A! Xin chào!"">V)"Ô! Xin chào!"
2.4 Các tiêu chí lựa chọn lời chào
"I9.(&+,+$)o715J#)"]>9":"#3&AC#5#(&"3G,"H#)^/+C#98)'#/>9#?7./D0&'
5J##3)"#:%19#?7&"o&2]WXYZ&'+IM))8)5J#)"]>"e#AH9)8)"7"["M72])R)"^
+N)"5]+#$%;"E&'YvY]&'"#$%6?%9C+,'#8&9#?72]Ž">V)5]9.r)9#?79"/A'#/2]>
2#3)5r/)"K&AH95J#)"]>+:9"#?95o71Y%69.O"/6;?99"T)AH99Ii&'98)'#/>9#?7
2.4.1 Tương tác xã hội
#3)5r/)"K&AH9YL&'9"*))"]>"e#&"S9+t&"5#(&\%/&9B#2#3)5#3%AC#5#(&"3G,
"H#)R)"V9)"u"/6;"E&'1;">@&')8)"'#F/)8)+C#98))"]>"e#5B&"/6&"e•%/&"3
2t9"?9.>&'G,"H#5]\%/&"3*&'GXG,"H#9"_>AH99E&9#9.o99r)R9"*Do)9.(&•YIB#1
)/>•9"S7.>&')H&'+m&'&'IJ##3919Ii&'98)G,"H#+R&'2/#9.U\%/&9.K&'1)"#
7"C#Wr5r/)"K&AH95J#)"]>;"#'V7AV92];"#)"#/9/61+m&'9"J#)"-.~A*)+H9"Q&
Ao92]9"#3&)@A'#F/&"F&'&'IJ#)"]>"e#&"/%
2.4.2 Hoàn cảnh giao tiếp
>]&)@&"'#/>9#?75]9>]&DH&"F&'&"Q&9CG,"H#1&'E&&'F5#(&\%/&9B#)"^9":
'#/>9#?72]+C#9IM&''#/>9#?71+m&'9"J#'}&5#$&2B#)S%9.T)&'E&9q)^/AH99Ii&'
98)'#/>9#?7
8)7"89&'E&)"]>"e#+IM)Y[&';"8)&"/%9.>&'&"F&'">]&)@&";"8)&"/%2B#
&"F&'y&'"x/;"E&''#C&'&"/%2];"E&'">8&+z#)">&"/%1;"E&'Y[&'9"/69"?&"/%
[69"%H)&'F)@&")Z9":15J#)"]>)U&)R9":Y#v&9@AH9&#$A2%#1WrA-/A/#1
9"#3&)@A"/68))@A
2.4.3 Thời gian
.>&'9#?&'&"1)8)5J#)"]>'V7AV97"Q&D#39&"/%2$9"J#'#/&"_>+R)R
„Good morning!„ "]> D%z# W8&'1 „Good afternoon!„ "]> D%z# )"#$%‹ 2] „Good
evening!„ "]>D%z#9C#‹1+IM)5r/)"K&7"["M72B#9"J#'#/&G@6./'#/>9#?7
2.4.4 Chiến lược giao tiếp
"#?&5IM)'#/>9#?75]7"Ii&')"QA2]D#3&7"87WXYZ&')8)"]&"2#&'E&&'F
9.>&''#/>9#?715]A)">)%H)'#/>9#?7Y#v&./9"%o&5M#1Yv)"t%19"_>9.O&"9r&"S9+t&"
2]+_A5L#"#3%\%@A]'#/>9#?7+V9./
"*&"S9"_>)8)""#:%&"I9.(&1)"#?&5IM)'#/>9#?75]'#T7)"K&AE"O&")"]>
"e#2])8)"GI&'"E&]>5]7"["M7.>&'9#?&'#391Y]&")">&'E#9"*"/#9.r)Y#3&)R
2E2]&&"#$%)8)"GI&'"E)P&5r/)"K&A]&?%5r/)"K&+IM)AH99qGI&'"/6"E'K#
7"["M7Wu9"#?95o7+IM)AC#\%/&"3"/6'Q6+IM)9"#3&)@A)">)%H)'#/>9#?79#?7