BAI GIANG CONG TAC XA HOI

5. Mat nhin-tiep xbc qua
anh mat, nhin chhm chhm,
Owen Bong cCia mat
6. Bleu hien caa khuon
mat-pha hdp vdi tam tang,
cau chuyen cila khach
hang
A. The' hien qua mac
B. Khong the' hien
7. Gong nokarn lacing, -
nhan manh, ngang.
8. Phan (mg tam If-nhip
trio, au tang thing, thoai
mai
9. Khoing cach-qua gin,
qua xa, vita phai
10. Sgtheo sat-phan (mg
dm nmrdi trcr giCip del vdi
cau chuyen cua khach
hang, kha nang torn tat
BANG 1.1. Bang clanh gia cac hanh vi va thai d5 nghe
Lai khuyen tot nhal la khong nen to suy then. Nen hidu rang khach
hang cling can co thai gian de suy nghi ye eau Mk, xem nen co thai do the
nao, trai nghiem lai nhung § nghi, hinh anh cua cau chuyen, xem xat anh
huang caa mei quan he tri lieu ho dang co... Doi khi ski im lang lai co . lien
quail den van hod. DO co thd la bieu Men eim Si' kinh treng dea vdi nguai
dang tim each gni') do minh (nhit trong van hol cua ngttai Nhat).
Dd tao kh6ng khi thoai mai, ban phai hidu rang im lang khang nhdt
thiet la bidu hien tieu ckte hay lam de doa den uy tin cim nhan vien cling tac
xa hei. Im lang có the la khoang thai gian dd this gian, va de tim hi@u quan
diem caa khach hang va y nghia (rang sau sg im Fang. Khi da có the hidu
dude y nghia clang sau sa im lang, hay hei trip tiep khach hang: "Anh/chi
dang nghi gi vay?" hay "Anh/chi dang cam th‘y the nao?". Hoac neu ban
nghi ban có the hidu y nghia dkng sau ski im tang, ban ce the noi thanh
fling ski suy dien nay va t6 ra cam thong nhtt: "CO ye la qua tai doi vdi ban
khi ban phai del mat WS St ea nhung yin de nay clang met hic."
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