BAI GIANG CONG TAC XA HOI

loan tam li, tang thang, met mOi trong tong viec... Bat Ice van de nao neu
tren dau co the din den nhang kho khan nhat dinh cho ngttai nghe khi phai
nghe them ve nhung van de &la ho. Nhan vien tong the xa NI co the bi anh
hltang W chinh nhang van de ca nhan caa ho va hay c6 nhang ket luan vei
yang hoar chi nghe met phan nao do trong cau chuyen cua khach hang. it
nhat thi nhan vien ding tac xa hai cang bi anh huang nhat dinh nao do to
chinh nhang van de dm ho va do do co the xao nhang khi nghe.
Doi vai nhan vien cling the xa hei, viec gat nhung van de ca nhan sang
met ben khi nhep cuec voi khach hang la dieu can thigt phai ran luyen.
Mat triSn ki !fang nghe
Dual day la met sellai khuyen nham phat trign ki nang nghe tich eve:
• Tap trung vao van de dang &roc trinh bay
• Chu Y ca cac bieu hien nen to va phi ngon W
• Khuyen khich khach hang not bang each gat deli hay dung cac cum
to nhit "the a, a ..."
• ring xit phi' hop yeti tam trang, bleu hien cUa khach hang. Vi du:
Neu khach hang to ra burin, hay to ra quan tam den ho. Nett khach
hang vui, hay vui eutli ciing ho.
• Diing c6 doan thi' khach hang dang muen not gi bang caqh not ho ho
• Ditng bet deu giai guy& van de ngay cho ho
• Dung qua M. ngai khi e6 khoang thai gian im Fang
• Ditng vei yang ket luan
• Tranh to Hit do ke ea, ngao man khi gap ga khach hang.
Thuc hanh
Khi doe xong nhang lai khuyen tren, hay Chia cac thanh vien eila lop
thAnh cac nhom 2 hay 3 noted. Met noai &Mg vai mot khach hang tim
kiem su giup do de vuot qua stress. Co the khach hang la met sinh vier' da
dang ki hoc 24 trinh trong ki nay, va phai hoc 15 den 20 gia m6i Wan va
vita midi met sinh vien khac cang trong tinh canh nhu vey. Khach hang
cam thay kiet site, qua tai, ban loan va nan chi vi ca hai con it nhat met
nam nua mdi ra trtiang dude va ca hai dgu co ye khong the c6 thai gian
danh cho nhau.
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