K nng m phn hp ng

ngoi thng
m phn hp ng:

1. Ni dung thng lng

Trong thng mi, ni dung cc cuc thng lng thng lin quan n: Tn
hng, phm cht, s lng, bao b ng gi, bao hng, gi c, thanh ton, bo
him, bo hnh, khiu ni, pht v bi thng thit hi, trng ti, trng hp bt
kh khng.

2. Cc phng thc tip cn

Tip cn hp tc (Cooperative approach)

Theo cch ny, cc bn tm cch xch li gn nhau, cng tc vi nhau tm ra

ting ni chung, p s chung ri bn no cng c li. Cch tip cn ny cn
gi l Thng Thng (win- win).

Tip cn cnh tranh (Competitive approach)

Theo cch ny, mt bn ln t bn kia, p t gii php ca mnh cho i tc ca

mnh khin cho i tc ri vo tnh trng bt li. Cch tip cn ny cn gi l
Thng thua (Win- Lost).
Hin nay cch tip cn hp tc thng c a chung hn trong m phn.
3.Cc giai on m phn (p dng ch yu vi m phn trc tip).

Giai on chun b m phn

y c coi l giai on quan trng nht, quyt nh 80% kt qu m phn.

trong giai on ny, nh m phn phi chun b k nng v 3 mt sau:

Thu thp thng tin v:

- Mc ch ca i phng.
- i phng l ai v i din cho i phng l ngi nh th no.
- Nhng thng tin g c th cung cp cho i phng.
- Khuynh hng th trng ra sao.
- i phng bit nhng thng tin g v mnh, bit n u.
- V nhng thng tin cn thit khc.

Chun b chin lc:

- Xc nh t duy ch o ca mnh l t duy chin lc ( strategic thinking) hay

t duy ng ph ( ineremental thinking).
- Xc nh thi ca mnh s dng trong thng lng: Hng hi, nhit tnh hay
lnh m, th , n gin v thc p hay lnh nht v xa lnh.

Chun b k hoch:

- Xc nh mc tiu ca cuc m phn, thng lng: yu cu ti a , ti thiu,

gi c cao nht v gi c thp nht v.v...
- Xc nh nhng nhng b c th phi thc hin v nhng i hi i li cho
mi nhng b v.v...
- Sp xp nhn s cho cuc m phn.
- B tr cng vic tip cn.

Cc giai on m phn

Cc nguyn tc cn thc hin:

- L php , lch s.
- Ho kh v thin cm.
- Khng xa ri mc ch nh.
- Ch ng.

Cc cch m u cc cuc m phn:

- M u lm du cng thng
+ M u kim c
+ M u kch thch tr tng tng ca i phng.
+ M u trc tip ( Ngha l nhanh chng i vo ni dung).

- Khi m phn cn tranh th s ng tnh ca i phng v tng vn . Cc

phng php thng dng l:
+ Trnh by lu lot vi v b ngoi tht th, tc ni va phi, khng nn qu
chm hay qu nhanh.
+ Kho lo s dng ch nhng.
+ nu ra yu cu ban u cao ri ch ng gim yu cu ca mnh.
+ Nu ra nhng cu hi i phng tr li v thuyt phc chnh h.
+ a ra phng n i phng t chn.
+ Cui cng cn thc y i phng a ra quyt nh bng vn bn.
- Thi cn c ca ngi m phn (Theo kinh nghim ca Gavin Kenedy mt
nh thng lng kinh doanh quc t lu nm, ng thi l ging vin c uy tn
ca i hc Statholyde- Anh v mt s nh thng lng kinh doanh quc t ni
ting khc):
+ Khi bc vo m phn phi xc nh t tng: c gng t c mc ch ca
mnh trn c s khng kh m phn thn mt thoi mi cho c hai bn.
+ Tm hiu cc phong tc, tp qun, thi quen, s thch v t tng ca i tc
nc ngoi.
+ Hng ti bn hng vi lng tn trng c nhn ln nht.
+ Khng nn c n ci v ngha ( c bit khi lm vic vi cc on Chu u).
+ C s quan tm c bit hn n cc thnh vin n trong on m phn ca i
phng.
+ Phn ng lch thip i vi cc sai tri ca i phng c bit nu nh l
nhng thiu hiu bit ca h v phong tc tp qun ca ta.
+ Khng tham gia tranh lun nhng vn chnh tr, tn gio, o c, li sng,
chng tc... trong qu trnh m phn.
+ Bao gi cng c th ni khng vi mt vn cn ang nghi vn.
+ Trong m phn, thng xuyn quan st mt cch kn o v t nh cch c x
v hnh ng ca i tc c th iu chnh kp thi, hp l cch c x ca
mnh.
+ C gng thch ng vi nhp ca i tc.
+ Hn ch trao i, tranh lun ring mang tnh cht ni b, bi c th b l nh
nu bn i tc hiu c ting nc mnh. iu ny cn th thin s khng nht
qun gia cc thnh vin trong on.
+ Nhn nh kp thi nhng s h ca i phng.
+ Nhy bn nh gi tnh hnh din bin ca cuc m phn quyt nh mc
no l va phi do vic cng quyt gi vng ngh ca mnh vi kh nng i
tc chp nhn c.
+ C gng vn dng nhng k nng thng lng, thut phc tch lu c.
+ Phi pht trin k nng thng lng c th gii tha nhn.
+ Phi bit nhng b lc no, mc no m bo va c li cho ta ng
thi gy c s tho mn ca i phng.
+ Phi lun c gng lm vic ht sc mnh thc hin nhng iu khon trong
hp ng m bn thng lng v tho thun.
+ Khi quyt nh ng li kinh doanh nc ngoi, c bit l nhng ni m
k cng x hi ni lng hn ni khc, hy lm theo ci m bn cm thy tin li
hn l ci m bn cm thy ng sai.

Giai on sau m phn

Cn t r thin ch thc hin nhng g t c trong cuc m phn. Tuy

nhin cng cn phi t ra rt sn sng xem xt li nhng iu khon tho thun .
Vic theo di thc hin cn phi c s sch v phi i chiu kim im cng
i phng hng k.
Rt ra bi hc t hon thin mnh.

4. Cc hnh thc m phn

m phn giao dch qua th tn

Khi s dng th tn m phn, giao dch cn phi nh rng th t l s gi

ca mnh n vi i tc, ngi ta s nh gi, ph phn mnh qua nhng th t
mnh gi n. Do vy, cn phi lu ht sc trong vic vit th v gi th.
Pha m bo nhng yu cu lch s, chnh xc, khn trng v kin nhn.

Lch s v hnh thc:

- Giy vit th cn chun b chu o. Ch mu ca giy vit v mi ni c nhng
mu giy c coi l sang trng v lch s khc nhau.
- Tiu phi in r rng v y tn, a ch, in tn ca doanh nghip.
- Th ch nn vit trn mt mt giy.
- Mi th ch nn cp n mt vn kinh doanh.
- Li l trong th cn lch s, ng mc, ph hp vi cch xng h, cho hi ca
mi nc, mi th ting, trnh cc lc nhng cng trnh cu k.
- Nn s dng th ting i phng quen dng vit th.

Chnh xc v ni dung: Ni dung th cn chnh xc, r rng, khc chit, y

nhng khng rm r. Cn nh rng mi nc c tng cch hiu khc nhau v
tng vn lin quan n bun bn nh n v o lng, cch bao gi, cch tr
tin, s phn chia cc chi ph trong giao nhn bc d... Bi vy, khi cp n
mi vn , cn phi tht chi tit, r rng, c th v quan nim ca mnh v nhng
yu cu do mnh t ra. Khng bao gi nn ngh rng chc i phng cng hiu
vn ny nh mnh hiu.

Khn trng tr li th: Vic chm hoc qun tr li th s gy n tng xu

cho i tc, t nh hng n vic m rng quan h vi nhiu i tc ca cng
ty.

Kin nhn: Kin nhn tr li khch hng v mi vn . Kin nhn theo ui

khch hng bng nhiu th lin tip v quan h trong thi gian di.

Giao dch m phn qua in thoi

Ch s dng trong trng hp cn thit, tht khn trng, s l thi c hoc trong
nhng trng hp m mi iu kin tho thun xong, ch cn ch xc nhn mt
vi chi tit v.v...

Cn chun b tht chu o c th tr li ngay mi vn c nu ln mt cch

chnh xc.

Sau khi trao i bng in thoi cn c th xc nhn ni dung m phn tho

thun (trao i qua in thoi l trao i bng ming, khng c g lm bng chng
cho nhng tho thun, quyt nh a ra trong trao i).

Giao dch m phn bng cch gp g trc tip.

5. Ngh thut m phn

m phn theo phong cch ng

Cc k nng cn ch :

Khi cha th m phn bng ting nc ngoi hy rn luyn cch ni i thoi

hiu qu thng qua phin dch.

ng xem cu ni Yes l s cam kt xc nhn. Nhng c ch gt u km theo

ting m nh Yes, yes, yes( ting Anh); Hais, hais, hais ( ting Nht) hay
Tuay, tuay, tuay ( ting Trung quc) hoc Vng, vng (Ting Vit Nam) ch l
s thng hiu, s lch thip i vi ngi bn ni v cuc ni chuyn thm d
dng ch khng h c ngha l i phng hon ton ng vi mnh.

Phi to c cuc i thoi hai chiu mt cch thoi mi bng cch: Ch lng
nghe mt cch tch cc, bit m bng nhng cu hi hp l; ni chm va phi
s dng nhng li t chi nh nhng, lch thip,; bit khen ngi v chc mng c
nhm ( khng nn khen ring mt ai v khng nn buc ti, trch c mt ai); trnh
huynh hoang t ca ngi mnh; phi bit xin li khi cn thit v ng t ra tc
gin mt cch cng khai v.v...

Khi m phn nn dng nhng t r rng, trc tip, trnh dng thnh ng v
ting lng.

C gng to nim tin v gy dng bu khng kh thn mt khi bc vo m

phn bng cch: Tm hiu trc v nc ch nh; Gp g, ni chuyn ring vi
cc i tc; Bit xen vo nhng cu thm hi gia nh v.v... ng lc, ng ch.

m phn theo phong cch u M

c im c trng ca ngi u M l tnh cch mnh m, t tin, thng thn

v cao ch ngha c nhn.

Di y xin gii thiu mt vi c im phong cch ca ngi M tham kho:

- Ti c th lm mt mnh: Nhiu ngi M tin rng h c th gii quyt cc

tnh hung m phn mt mnh nn loi m phn ny chim t trng ln trong
cc cuc m phn.

- C gi ti l John: Ngi M nh gi cao s thn mt v bnh ng trong

quan h gia ngi vi ngi. V vy h c gng lm cho mi ngi cm thy
thoi mi bng cch h thp s phn bit chc v.

- Xin kin cp trn: Cc nh m phn M rt kh chu khi gia cuc m

phn bn kia ni Ti cn phi xin kin cp trn iu ny c ngha ngi ra
quyt nh khng hin din.
- i thng vo vn : Ngi M rt qu thi gian nn khng thch ni quanh
co m mun i thng vo trung tm vn mt cch nhanh chng.

- t danh thip ca bn ln bn: Ngi M mong i thng tin trung thc

bn m phn.

- ng ngi im lng, hy ni i: Ngi M khng th lm vic tt khi i

phng im lng trong m phn.

- Ngi M nh gi cao s bn b, kin nh. V vy bn ng b cuc gia

chng, hy c gng theo ui cng vic n cng.

- Trong m phn, ngi M thng tch vn ra nhiu phn nh ri tin hnh

tn cng tng phn mt.

- Vi ngi M cng vic l cng vic.