Theory
1. Critical Thinking Skills
It is difficult to have a common "truth" for everyone.
Need to clearly distinguish "fact" and "opinion".
Do not evaluate viewpoints or value, only evaluate work.
"Continuous improvement is better than delayed perfection" - Mark Twain. Different people will
understand messages differently.
When there is a difference in viewpoint, find common ground to reach a compromise.
Always respect others' viewpoints even though we might not agree.
Definition: Critical Thinking is the process of actively applying intellect into analyzing,
synthesizing, evaluating facts, trends, ideas, hypotheses from observation, experience, evidence,
information, knowledge base to draw logical arguments.
Distinguish "Critique" (Critical Thinking) and "Sophistry" (Fallacy):
Critique:
Reasoning opinions, viewpoints based on facts, evidence.
Aimed at sharing viewpoints with solid, logical, objective arguments with a spirit of
receiving opinions and remarks from multiple sides.
Sophistry:
Is a weapon to legitimately defend viewpoints, arguments, opinions.
Is intentional violation of generally accepted rules.
Is confusion in reasoning, deduction, straying off topic, exploiting emotions, ambiguous
explanation, illogicality, and distorting categories.
Sophistry aims to rationalise, deceive, cover up wrong arguments.
Practicing Critical Thinking:
●​ No bias, do not acknowledge the value of one-sided opinions.
●​ Always consider evidence, do not fully endorse it when there is no reason to believe it is
true.
●​ Try to look at things correctly.
●​ Accept an open mind.
●​ Ready to eliminate hypotheses not fully proven.
●​ Adapt to new trends in the world selectively.
Mistakes in Critical Thinking:
●​ Lazy to think, lazy to brainstorm.
●​ Subjective, unaware of one's limitations.
●​ Limited vision, especially for immediate benefit.
●​ Always prejudiced, jealous, hateful, and biased.
●​ Dishonest with oneself and self-deceiving.
●​ Conservative, dogmatic, credulous without basis.
●​ Thinking with someone else's head.
2. Effective Communication and Presentation Skills
Barriers in communication: Noise, language, environment, emotion, relationship, authority,
corporate culture.
Communication means: Verbal means (speaking, writing, listening, behavior), non-verbal
means.
Skills needed for verbal communication:
Basic skills needed for verbal communication: Speaking, writing, info sending skill, behavior,
listening, info receiving skill.
Psychology of the opponent in communication:
To be welcomed.
Feel that they are important.
Feel comfortable and understood by others.
Info sending skill: Writing and speaking
5C Principle: Clear, Complete, Concise, Correct, Courteous.
KISS Principle: Keep It Short and Simple (Simple, concise, go straight into content, full
message).
Avoid abbreviations, causing confusion.
Writing principle: Write what needs to be done, do what needs to be written.
Info receiving skill: Listening
Eliminate passive habits.
Lack of focus.
Indifferent attitude and emotion.
Listen actively:
Focus attention on the speaker.
Encourage the speaker.
Positively respond to information heard.
10 means of Non-verbal communication:
Posture, skin, facial expression, hands, eyes, voice, distance, movement, body odor, body touch.
“Sweet words sink into bones”
Always use polite words with everyone: Thank you; Sorry; Please; Not at all; Excuse me;
Allow me...
Form of address: Reasonable - emotional - situational.
"Sweet" speech must go with friendly, close gestures but not crude!
Should use witty speech to reduce tension.
Speak tactfully to save face for all parties.
Always "know oneself, know others".
Meeting customers/partners:
Choose a favorable sitting position (back towards wall, face towards door).
Always stand/sit opposite to customers (respect personal space from 0.5m – 0.7m).
Use 55% body language, 38% voice, 7% words.
7-38-55 Communication Principle
7% Words
38% Voice, intonation
55% Body language
Source: Research by Professor Mehrabian, former professor of psychology at UCLA University
10 factors for you to be confident, proactive in communication:
●​ Have knowledge.
●​ Always observe the surrounding environment.
●​ Calm.
●​ Remember names.
●​ Witty, joke at the right time.
●​ Moderate makeup (female).
●​ Appropriate attire.
●​ Prepare content thoroughly.
●​ Ask; reply politely when asked.
●​ Polite and neat.
3. Email Writing Skills
1. Subject line:
Should be concise, accurately announce content.
If email sent is periodic (weekly report): add date.
Should write without accents and have no strange characters.
Change subject line to fit each content so recipient is not confused between old and new mail (if
content changes, edits).
2. E-mail structure:
Opening greeting: shows respect to recipient, should clearly state name, position, academic
degree/title of recipient. E.g.: Dear..., Hello Mr/Ms..., Dear Mr/Ms...
Content:
Mention main issue, give opinion, request...
Need to be short, condensed, divided into many paragraphs. In each paragraph should
limit to a few sentences. If there are many issues, should present in numbered list style or
line break for each issue.
Make sure content is drafted most accurately, otherwise recipient will think you do not
care and lack respect for them or reader might question your competence and seriousness.
Ending: End of letter should be closing sentence and thank you for their care or taking time to
read, simultaneously expect reply from recipient. Always end letter with a greeting or wish. E.g.:
Best regards; Yours faithfully; Sincerely; Warmly; Wish you a good day…
3. Signature/name:
Helps you facilitate recipient in replying.
Always end with name, position, and contact info like email address, phone number (including
internal extension), fax, office address...
4. Reply:
Respond as soon as possible.
If you receive email and need to reply but have no time or need to consider: send an email to
sender announcing you have received their mail, simultaneously state time you will reply
officially.
When unable to check mail early: need to set up automatic reply email mode to announce you
are temporarily out of office.
5. Cautious with attached files:
Never send mail with attached file to people you do not know because highly likely mail will be
deleted (recipient fears files contain viruses).
Attached files with large capacity need to be compressed (photo files).
Paste content straight into email (if possible).
6. Always consider before sending:
Send email to people in 1 of 3 parts: To, Cc (Carbon copy) and Bcc (Blind carbon copy):
To: send directly to recipient. Sender expects response from recipient.
Cc: Recipient does not need to reply, or process issues mentioned in content.
Bcc: Sender wants recipient to know this info secretly.
Should consider when clicking buttons "Reply", "Reply to all", "Forward" in email.
Do not "forward" mail you received to another person without consent of sender, because
unintentionally confidential info is spread widely.
In summary, a good email:
[x] Must have clear goal!
[x] Use light background, should not use colorful background.
[x] Use black or dark blue ink color.
[x] Use common font styles like Arial, Times New Roman, Tahoma.
[x] Do not use bold function and write uppercase letters (ABC) for the whole letter.
[x] Do not use slang, text-speak, or abbreviations in email.
[x] Email address should be concise. Avoid offensive, unprofessional email addresses.
[x] Always check spelling before sending.
4. Presentation Skills
Preparing presentation:
Preparing presentation materials:
Need to be prepared a few days in advance to have time to check materials, as well as
tools.
Presentation strategy must fit target audience.
Outline logically and record main points of presentation.
Coordinate with visual tools (slides, projector, video clips, large photos, whiteboard...).
Need to prepare reference materials to distribute to audience to illustrate, supplement
presentation content.
Building presentation strategy:
Content: To educate, inform, persuade... entertain? How many (useful) details need to be
presented?
Style: Technical terminology level used? Audience: general public, professionals, "Boss",
colleagues...?
Choosing appropriate structure:
Title the slide show.
Build presentation materials according to levels: Highest overview -> Each smaller part.
Ensure continuity and content of topic.
Adjust presentation time.
Classify presentation content: Simple, medium, and complex.
Checking meeting room:
Check meeting room at least one hour before presenting.
Check power source.
Check facilities: projector, screen, connection equipment, sound, micro, computer...
Your position during presentation: on platform, sitting or standing, free to move...
Are presentation materials ready and complete?
Stationery.
Arranging Seats At Presentation Session
Conference Square Table: Rectangular / square layout around table.
U-Shape Table: Table arranged in U shape.
Round Table: Round layout.
Fishbone Table: Angled rows facing center.
Round Table Gathering: Clusters of round tables.
Classroom Style Table: Rows of desks facing front.
Auditorium: Curved rows of chairs facing stage.
Main structure of presentation:
Introduction (20%):
Attract interest and present relevance of topic to listeners.
Build relationship and credibility with listeners.
Present main topic and introduce overview content.
Body (60%):
Limit within 5 parts or main points.
Adjust content based on capability and needs of listeners.
Allocate time based on program announced in advance.
Conclusion (20%):
Summarize main points.
Note limitations.
Give subsequent activities.
Suggestions when using slides for computers:
Use sentences instead of long paragraphs.
Include images, charts, drawings.
Adjust font size according to room size.
Do not use difficult-to-read fonts.
Use light colors creating comfort.
Use graphs instead of statistical tables, data.
Use same template/format style.
Maximum 100 words in one presentation slide, remember to number slides.
Supporting images retention rates:
After 3 hours: Hearing: 70% | Seeing: 72% | Hearing & seeing: 85%
After 3 days: Hearing: 10% | Seeing: 20% | Hearing & seeing: 65%
Before presenting:
Always confident and natural.
Deep breath.
Clear assignment.
Rehearse many times for presentation.
Focus on creating impressive opening.
Don't let into "confused" state.
Carefully prepare proof/evidence.
Present what known very clearly, concisely, and quickly.
Replying to questions:
Listen carefully to entire question, can ask again until understood.
Find time to think by saying that you will answer because this is an important question, needs to
be answered fully.
Honest about issues you do not know yet, never lie!
Avoid only dialoguing with one person.
Always say thank you when asked.
Things to avoid:
Sloppy dress.
Hasty, rushed, "chiming in".
Always looking down or looking up at sky.
Rubbing hands, cracking knuckles, scratching head (confused).
Extreme gesticulation / waving hands and feet excessively.
Scornful smile.
Shifty, darting eyes.
Stammering, unclear speech (lack of confidence).
Turning back to audience.
Crude, impolite gestures.
Strange gestures, lacking goodwill.
5. Self-Positioning Skills at Work
ASK Model: Attitude - Skills - Knowledge.
How to self-position?
Who am I? My future goals?
Personal SWOT.
Step by step executing those goals? Action plan.
What is a successful Staff?
Complete assigned work well.
Know how to set goals for work.
Achieve goals.
Know breakthrough steps to excel at work.
Good office skills.
Good communication, behavior skills.
Good teamwork spirit.
Good personal brand helps you 3 important points when connecting network meshes:
Create a distinct and reliable identity.
Demonstrate a persuasive message.
Attract more people to your cause.
According to Confucian education, development in life must go through steps: Self-cultivation Family regulation - State governance - World pacification.
Why do people like to stand alone?
Elevating ego.
Lack of confidence.
Afraid of difficulties / afraid of friction.
Unique temperament.
80% for creating personal image.
80% of success is just knowing to appear at the right time.
80% of building and maintaining relationship is always keeping in touch.
Controlling oneself:
Must know oneself is as important as knowing how to work.
There is no such thing as work-life balance, only trade-offs.
Many years of loyalty can backfire.
Listen to your hunch, it is full of info.
No risk, no reward.
Don't stand in your own way.
Learn the true truth about integrity.
Want to be lucky, must be good.
“Anyone who wants to enjoy high salary must know how to develop their talent, knowledge, and
virtue.”
When setting goals for oneself:
Need to understand that setting for oneself, not anyone else.
Everything is possible.
You have more potential than you see.
Success is duty, obligation, and responsibility.
There is no shortage of success.
Every goal big or small requires work.
“Only when you feel your influence on surrounding people do you understand yourself.”
Formula of success:
Success = Confidence + Perseverance + Boldness
6. Service Mindset and Adaptability to Business Work Environment
Service Mindset
According to Philip Kotler, basically, customers have 2 main needs:
Rational: Requirements about reason, material...
E.g.: Customer has need to withdraw money at bank; Customer buys a loaf of bread.
Emotional: Requirements satisfying emotions.
E.g.: Customer writes complaint letter to bank; Customer wants to buy bread quickly & cleanly.
According to John C. Maxwell, Success is a journey, not a destination. Success is knowing
clearly one's purpose in life, growing to maximize personal potential, and creating benefits for
surrounding people.
To understand success better, we need to:
Define life purpose: What purpose am I looking for? Why was I created? Do I believe in my
potential capability? When should I start?
Understand your purpose: Where do you want to go? How far can you go? How to get to
destination?
Maximize your potential: Baggage to carry along. Define direction.
Help everyone: Journey of the whole family. Choose companion.
Definition of Service:
According to Philip Kotler (2012) definition: Service is an activity or benefit provided for
exchange, essentially intangible and not leading to transfer of ownership. Service execution can
be attached or not attached to material product.
Service is behaviors, processes, execution methods of a certain thing aimed at creating use value
for customers making customers satisfied with needs and expectations. (Zeithaml & Britner,
2000).
Definition of Service Quality: Service quality is the gap between customer expectations and
their perception when having used through service. Parasuraman & associates (1985, 1988).
SERVQUAL Model: Servqual model mainly applies qualitative analysis and is refined to be
applicable in many different service industries. This model divides service into 5 main categories
to measure, including:
●​ Reliability
●​ Assurance
●​ Tangibles
●​ Empathy
●​ Responsiveness
10 evaluation components of service quality in Servqual model:
●​ Reliability
●​ Service delivery competence
●​ Polite attitude
●​ Access
●​ Tangibility
●​ Communication capability
●​ Prestige/Credibility
●​ Safety/Security
●​ Responsiveness
●​ Understanding customers
Service execution formula:
Service = Attitude + Art of handling + Execution process
5 factors regulating service quality:
Prestige: Do and keep exactly what promised, written down.
Responsibility: Ready to help and execute immediately customer requests; always take
responsibility to oneself.
Assurance: Understanding and capability of staff making customers trust.
Empathy: Personal care for customers.
Tangible element: Means, tools serving, staff, scenery, decoration...
According to Philip Kotler, service customers always expect:
●​ To be welcomed
●​ To be respected
●​ Feel oneself is important
●​ Feel comfortable
●​ Feel safe, and
●​ Others understand them
Customer Value Formula:
Value = Personal benefit - Cost + Annoyance
Towards high-quality service:
Nowadays, a good service means speed & efficiency.
Goals to reach:
[ ] Service bought anywhere is the same.
[ ] Eliminate undeserved mistakes.
[ ] Check, control quality reasonably.
[ ] Always put forward appropriate new standard system.
7. Adaptability Skills to Work and Business Environment
Charles Darwin (1809 - 1882), British scientist, father of Theory of Evolution once noted:
"It is not the strongest species that survive, nor the most intelligent, but the most responsive to
change"
Fresh graduates encounter problems when integrating into work environment:
●​ Lack of practical knowledge.
●​ Recognition about competence from colleagues.
●​ Have not fully envisioned job responsibilities of their own.
●​ Adapt to specific corporate culture.
●​ Lack of achievements at work (mainly learning the job).
●​ Difficulty in accessing general environment.
●​ Connection capability between "major" and "profession".
Enterprise and Youth: What do they look for in each other?
Skills required in 21st century (according to World Economic Forum - WEF):
Foundational Literacies (How students apply core skills to everyday tasks):
1.​ Literacy
2.​ Numeracy
3.​ Scientific literacy
4.​ ICT literacy
5.​ Financial literacy
6.​ Cultural and civic literacy
Competencies (How students approach complex challenges):
7. Critical thinking/problem solving
8. Creativity
9. Communication
10. Collaboration
Character Qualities (How students approach their changing environment):
11. Curiosity
12. Initiative
13. Persistence/grit
14. Adaptability
15. Leadership
16. Social and cultural awareness
McKinsey 7S Model:
Hard elements: Business can change, control (Structure, Strategy, Systems).
Soft elements: Business always must adapt, difficult to control (Shared Values, Skills, Staff,
Style).
8 necessary skills to integrate into work environment:
●​ Deeply understand business working at: Understand operations, vision, strategy,
structure, system, process, policy, and master culture (what is/is not encouraged).
●​ Manage oneself: Understand standards of work, required competence, collect feedback,
and manage time/priorities.
●​ Communication skills: Customers and colleagues interaction, standard correspondence
drafting, active listening.
●​ Team working – collaboration: Promote team commitment, work across age, gender,
race, religion, and political differences.
●​ Problem solving: Listen and solve workplace concerns and conflicts within scope of
role.
●​ Plan and organize: Gather and organize necessary info, daily/weekly/monthly planning,
and adapting to arising changes.
●​ Proactive at work: Find improvement opportunities, handle new situations, and
acknowledge constructive feedback.
●​ Leadership: Demonstrate leadership whenever possible, build strategic collaborative
relationships, and manage emotions.
7 professional behaviors at work:
●​ On time.
●​ Keep promises.
●​ Working hours only for work.
●​ Use company money & assets with integrity.
●​ Help when people need.
●​ Answer phone for colleagues.
●​ Inspire.
5 ways to build relationships at work:
●​ Always know how to listen.
●​ Always considerate & thoughtful.
●​ Eye contact.
●​ Nurture positive attitude.
●​ Use positive body language.
7 professional postures/styles at work:
●​ Honest.
●​ Trustworthy.
●​ Create added value.
●​ Fair competition.
●​ Respect diversity.
●​ Always think of solutions for problems.
●​ Demonstrate care & empathy.
Quick Reference Points:
RSVP Formula: R (Relationship), S (Service), V (Value-Added), P (Product).
Fox Model: Aligning what you do best with what society needs.
8. Problem-Solving Skills
●​ Concept: A problem is a difficult matter that does not have a satisfactory answer or clear
solution direction yet; is the difference between existing and desired status; is an
opportunity for everyone to leverage their best capabilities.
●​ Types of problems in work environment & Measures:
●​ Deviation problem: Requires adjustment measures.
●​ Potential problem: Requires prevention measures.
●​ Problem needing perfection: Requires increasing productivity and efficiency.
●​ Professional problem-solving process:
●​ Identify problem clearly: Understand root cause, scale, scope, and urgency.
●​ Define problem target: State problem clearly with absolute consensus.
●​ Analyze problem: Gather resources, look globally, and zone basic causes.
●​ Create options: Feasible ideation based on available resources.
●​ Decision making to choose option: Gather opinions and select high-consensus choices.
●​ Plan execution plan: Establish tasks, steps, timelines, and resources systematically.
6 common mistakes in problem solving:
●​ Misunderstand problem.
●​ Not defining target clearly.
●​ Only fixing phenomenon.
●​ Not finding many options.
●​ Not properly evaluating accompanying risks.
●​ Solution not feasible.
Problem-solving methods:
Fishbone diagram (Kaoru Ishikawa): Cause and Effect analysis. Main agents: Material,
Method, Machine, Man. Specific agents: Waste, Awareness, Finance, Understanding.
Brainstorming: Group idea generation prioritizing quantity over quality without criticism.
Trial and error: Sequential testing until the best direction is found.
5W-1H Formula: Core contextual investigative questioning.
Mind Mapping (Tony Buzan): Graphical hierarchical visualization around a central theme.
9. Guidance and Job Feedback Skills
Levels of proactivity at work:
Wait for request → Ask what needs to be done → Propose and execute → Self-execute and
report periodically
Techniques when guiding work (Coaching):
●​ Give goals/specific description initially.
●​ Effectively use both verbal and non-verbal means.
●​ Encourage listener to ask questions.
●​ Encourage two-way info exchange.
●​ Request repetition and check execution level.
●​ Perfect and summarize in each stage.
●​ Compare results with original goals.
GROW Model for Coaching:
G = Goal: Establish performance alignment targets and timeline.
R = Reality: Understand the factual situation objectively without bias.
O = Option: Feasible solution identification and cost-benefit review.
W = Will: Addressing obstacles, creating accountability, and tracking execution.
Giving and Receiving job feedback:
Giving feedback: Repeat original target, utilize factual evidence, evaluate objectively, praise
and tactfully criticize, confirm execution.
Receiving feedback: Listen actively, clarify when unsure, acknowledge performance gaps with
an open spirit, and create explicit deployment plans.
TOPIC 2: QUESTIONS UEH (UNIVERSITY OF ECONOMICS HO CHI MINH CITY)
Question 55. The current official website of UEH is:
a. www.ueh.edu.vn
b. www.ueh.vn.edu
c. www.ueh.vn
d. www.ueh-hcm.edu.vn
Question 1: The current UEH Vice President in charge of regular undergraduate training
is:
a) Prof. Dr. Nguyen Dong Phong
b) Assoc. Prof. Dr. Phan Thi Bich Nguyet
c) Prof. Dr. Nguyen Trong Hoai
d) Assoc. Prof. Dr. Nguyen Huu Huy Nhut
Question 3. Address of UEH Dormitory is at:
135 Tran Hung Dao
43-45 Nguyen Chi Thanh
Question 7. The UEH leader in charge of school finance is:
Bich Nguyet
Question 8. You want to study a Master's program at UEH, you will contact:
a) Post Graduate Training Department
b) Facilities Department
c) Inspection Department
d) Testing - Training Planning Department
Question 9. The UEH Vice President in charge of scientific research is:
Nguyen Trong Hoai
Question 45. The current UEH Vice President in charge of school scientific research is:
A. Assoc. Prof. Dr. Phan Thi Bich Nguyet
B. Prof. Dr. Nguyen Dong Phong
C. Assoc. Prof. Dr. Nguyen Huu Huy Nhut
D. Prof. Dr. Nguyen Trong Hoai
Question 46. The total number of regular training units at UEH consists of:
A. 17 faculties, institutes, boards
B. 15 faculties, institutes, boards (13 faculties, 2 institutes)
C. 16 faculties, institutes, boards
D. 14 faculties, institutes, boards
Question 10. In 2021, UEH welcomes regular students cohort:
Cohort 47
Question 13. UEH was established on:
27/10/1976