 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
"
 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" $456
6. Mục đích của môn học:
- Về kiến thức:
1<4*,%,()=>6:,();%6,)?*,@6/6:'
ABC6,DEFGHI))J)*,J%6%K0LM:%<>$%&NLE:%<>$%&NN,O)LO
ABC6,DEFGHI))J)GP)$BH6:$Q0RSLE$TNU4J6:%<>$%&N$%V4D%V4
ABC6,DEFGHI)*,J%6%K0LEGP)G%V0)W<$,HX6:RHI6:
- Về kỹ năng:
AY6R4FK6$Z6:DH[),C6,$,E6,6,Q6)J),L/60%6,R\),;])W<6:H^%RE0_4R\),
 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: c6/6::%<>$%&N8Q0RS_4*,J),
8. Mô tả môn học:
8.1. Tóm tắt môn học:

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$Gj6:6:,%KNLO
H[6:_l6)J),();%6,BY6R4FK6)J)*c6/6::%<>$%&NLE;e_O6:)J)N,HX6:
$%K6:%<>$%&N)?,%K4U4@
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>$,<6:G%V0"!
12. Đề cương chi tiết môn học:
Chương,
mục
Nội dung LT TH/B
T/TL
KT
Chương 1 LÝ LUẬN CHUNG VỀ GIAO TIẾP ỨNG XỬ VÀ
GIAO TIẾP PHỤC VỤ
8 4 1
1.1.
"""
"" 
""g
""7
""i
Giao tiếp
Khái niệm giao tiếp và vai trò của giao tiếp
J):%<%G>m6)W<U4J$BC6,:%<>$%&N
Các vai trong quá trình giao tiếp
,a6:G%M4)56),nSGV:%<>$%&N)?,%K4U4@

 7
 i
 #
 k
 h
 t
 "!
Đặc trưng tâm lý và tập quán giao tiếp của một số
quốc gia, dân tộc
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%`%K$<0
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%B46:u42)
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%E6u42)
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%,T$@6
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%,JN
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%-)
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%6,
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%vc
P)$BH6:)XD@6$B>6::%<>$%&N)W<6:H^%:<
P)$BH6:)XD@6$B>6::%<>$%&N)W<0j$;26H[)B46:
b6:
Chương 3 THƯƠNG LƯỢNG 10 11 1
3.1.
g""
g" 
g"g
Khái quát về thương lượng
\6,6:,w<$,HX6:RHI6:
:4Ff66,Q6)W<$,HX6:RHI6:
,Q6R>m%$,HX6:RHI6:
3.2.

ABf6)X;}),HX6:$BC6,0b6,()N,@%6:,%f6)-4$E%R%K4GVL%&$DE%:%@6:,4x6
D\;H4$50;XGz8$B<6,@6,8,C6,,>mGV0%6,,>m6j%_46:DE%:%@6:~QF_]6:6,a6:DE%
$TN$C6,,426:GV6:H^%,()$,]),E6,LEBY6R4FK6*c6/6:=eRS$C6,,426:
A?$,V$C0*%&0,>P)=QF_O6:)426N,%06,]<LM0j$;2,>m$Gj6::%<>$%&N$%f4
D%V4GV$,5F$B•)€6:$,@>R4T6=46:U4<6,N,566j%_46:DE%:%@6:•6&4)?G%M4*%K6‚€6:
0JF)<0qB<U4<F$m%),ƒ*,%6:H^%,()$,]),E6,)J)6:,%$,-)8DE%$,4F&$$BC6,„;<4G?
=q0Rm%LE6,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-!"#$%~Ej%
†i] Tổng cục Du lịch Việt Nam,&'(")*
GVTH: Nguyễn Khánh Quỳnh Ngân
i
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 ~ˆ‰Š`v
TRƯỜNG CĐCN TUY HÒA Độc lập - Tự do - Hạnh phúc
&
BÀI GIẢNG MÔN K NĂNG GIAO TIẾP TRONG
KINH DOANH DU LỊCH
f6,()N,56'c6/6::%<>$%&N$B>6:*%6,_><6,_4R\),
vr;20b6,()'
96:;2$%&$'#!$%&$
Mục tiêu môn học:
`M*%&6$,-)';<4*,%,()=>6:,();%6,)?*,@6/6:'
ABC6,DEFGHI)*,J%6%K0LM:%<>$%&NLE:%<>$%&NN,O)LO
ABC6,DEFGHI))J)GP)$BH6:$Q0RSLE$TNU4J6:%<>$%&N$%f4D%V4

L[%6,<4
 ?6,%M4G\6,6:,w<*,J)6,<4LM:%<>$%&N8}GQF),n6:$<N,Q6$|),:%<>$%&N$,q>
:?)Gj'
+,-.%<>$%&NGHI),%V4RE,C6,$,-))/6D@66,d$)W<,E6,L%
)>66:H^%8REU4J$BC6,$B<>G9%$,b6:$%6:%a<6:H^%L[%6:H^%%V4$,q>6:,w<6EF8,>m$
Gj6::%<>$%&N)?6,a6:GP)$BH6:'
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)J6,Q6,>P)L[%6,?06:H^%*,J)
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$BC6,Gj8L26,%V4D%&$J)F&4$26EF)E6::566,<4$,C:%<>$%&N)E6:$,4T6RI%8_•_E6:
GVTH: Nguyễn Khánh Quỳnh Ngân
k
 Bài giảng: Kỹ năng giao tiếp trong kinh doanh du lịch
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)W<),4x60])L/6,>J8=r,j%LE)J)U4<6,KL26)?$BH[)GQF)W<),W$,V

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GVTH: Nguyễn Khánh Quỳnh Ngân
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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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)b6:,<F$,d$Dm%)W<U4J$BC6,:%<>$%&N_>:%<%G>m66EFU4F&$G\6,
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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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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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GVTH: Nguyễn Khánh Quỳnh Ngân
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GVTH: Nguyễn Khánh Quỳnh Ngân
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GVTH: Nguyễn Khánh Quỳnh Ngân
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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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Trích đoạn Đặc trưng cơ bản trong giao tiếp của người Đức Đặc trưng cơ bản trong giao tiếp của người Anh Đặc trưng cơ bản trong giao tiếp của người Mỹ CHƯƠNG 3 THƯƠNG LƯỢNG Xác định mục tiêu, kế hoạch thương lượng:

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