BAI GIANG CONG TAC XA HOI

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dich vu to vAn se tim den nhan vien CTXH Tan (tau tien trong dtli de tim kaa sit glop dd. Trong pinking phap tri lieu tap trung vao giai phap hoac theo dinh hiking giai phap, vain de dat ra la khach hang muen thay d6i gi va each tot nhat des din dein thay d6i la taint the nao. Thay vi chi tap trung vao tim hieu nguyen nhan, pinking phap tri lieu tap trung vao giai phap tim hieu xem khach hang muOn thay del gi trong cuoc song cim ho chit khong phai la nhan vien CTXH va moi nguoi xung quanh cho rang ho nen thay nhu the nao. PIntOng phap tri lieu tap trung vao giai phap chit trong Oat trien cac rule tieu cu the nam trong kha nang cila khach hang va tim ra nhung giai phap hoAc chien lttoc de tien tai hoan thanh &Ng rime tieu d6 ra. Co the not day la pinging phap theo dinh hiking phai trien chit khong phai la pinking phap theo dinh hhdng van de trong to Vain. D' de ra duct cac muc tieu ding (ran, met dieu quan trong niita la can tap trung vao cac muc tieu nho chit kheng phai cac muc tieu Ion vi cac muc tieu nhO bao gia cling de dat dude hen. Khi cac muc tieu nhO dA dat dttOc, khach hang cam thAy to tin hun de tiep tut thay d6i nhiing gi anh to muein thay d6i trong ettec sing ci‘a minh. Nhang (16 xult cho viec dat muc Woo Berg va Miller (1992) da thao luan viec lam th6 nao de a, fieu cua pinking phap tri lieu tap trung vao giai phap throe ro rang, chinh xac hoac theo thud, t ngit ho la ding nhait va dua ra cac de xual sau day: 1. Lua chon cac muc tieu quan trong d6i \K khach hang. Khach hang mu6n dat &due nhiing muc tieu nay ye chting dude dien giai theo nen ngil dim khach hang. Nhan vien CTXH chi nen phan dal khi nhitng muc lieu ma khach hang dua ra co the gay ton hai cho khfich hang, vi du nhtt khach hang dat ra muc tieu chiim diit cuec dtli cua minh hose nhiing rime Lieu khac, vi du nhtt tra thu met hanh dOng sai trai. 2. Bat ra cac muc tieu nh6 vi nhiing muc Lieu nay de dat dude hen cac muc tieu 3. Cac muc tieu de ra can phai cu the, re rang va mang tinh hanh vi. Dieu nay se giGp khach hang va nhan vien CTXH theo sat tien trien trong 105
qua trinh to van. Vi du muc lieu dat ra IA "di an trita vdi ban be ba Ian met tuan" la met muc lieu dat three cac tieu chi not tren. 4. Xac dinh cac muc tieu ma co m6 to siti hien dien dm met cai gi do, vi du nhu "di be" thay vi me to su thigu yang cfla mat cai gi do, hay "khong cam thay nan chi /lila". 5. Phat trign cac muc tieu co khdi nguen, nhu sap xgp "met nghi he vui ve vdi vlicheng mita he" thay vi cac muc tieu co kgt cue, vi du nhu "met cuec hem nhan vui ye". Dieu nay giup khach hang hinh dung duct Vac boric dau tien ma ho can lam de dat chive kgt qua mong muen. 6. Lua than the muc lieu mang tinh chat thVc to ma khach hang co the dat duct trong hoan canh thing tha ho. 7. Phai dam bao rang khach hang higu clitoe la cac muc tieu dat ra chi co thg dat dude vai su thug tac va ph61 hOp chat the Qua khach hang. Cac muc Lieu doi hOi phai co su thay del trong hanh deng tha khach hang va dg thay &di duoc la rat kho khan, not Chung can khuygn khich khach hang n6 lye hop tac de dat duct cac muc tieu mong main. Trong mein each "PhOng vtirz vet cac chieit hide thay et& heath vi cho ngzthi try gulp", Cormier Ira Nurius da ban th nam (Wang hiking phang van sau day cre xac Binh chive muc tieu: 1. Phan Lich nguyen nhan. 2. Dg xual kgt qua mong dot. 3. Tim kigm muc tieu tren cd sd thien chi, tich 4. Xac dinh muc tieu. 5. Can nhac nhung uu diem va nhttec diem cita mix tieu da xac dinh. Buac dau tien trong the Binh muc Lieu la nOi cho khach hang bigt do tai sao cac muc tieu lai dOng vai tr6 quail trong trong cuec song am. ho. Met each a lam duce (lieu nay la hei khach hang vg nhung gi ho da dat ditoc trong cuec song va da dem lai cho ho ski thoa man, to hao. Doi vai mot so khach hang digu do eb thg la viec da tat nghiep dai hoc, del vai khach hang khac digu do lai co the la Itha nang choi dan piano hoac vie trong duct mat yuen hoa dep. Vigc dat muc lieu gitip cho nhigu ng -tthri co dinh hieing vet mac dich trong cuec song, ngttoc lai cling chinh vies dat ra muc tieu lam cho khach hang tim duct dinh huong va muc dich cua cuec sting. Khi dat three 106
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DAI HQC DAN LAP THANG LONG BAI GIAN
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myc Lyc Lèln6i4u 5 Lai moat/ 7 Chu
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6 Chung toi hi vong rang khi cu6n s
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8 nang xac dinh van de caa del Wong
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Khong chii Si rang nghe Nghia la ng
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Giong mai Giong noi nen phii hdp vo
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loan tam li, tang thang, met mOi tr
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5. Mat nhin-tiep xbc qua anh mat, n
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clang tim giai phap cho van de va k
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Clip di;, 2: Ban dang cam thgy that
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8. Met co be 12 tuth bi anh trai qu
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1. Khach hang: Gan day tai cam thgy
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9. Khach hang: Chgng tea co van de
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cang da tang trai qua nhung dieu Wo
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Khi nhan vien CTXH nghe eau chuyen
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• Nen dat cau hOi tap trung vao n
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3. Khach hang: "Anh ta sa vao nhung
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Cau hOi theo trial hoc Socrat "Khon
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thong tin vg met chu diem cu the de
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Cau hai dank gia de khach hang din
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Ban danh gib mOc dO hobn thanh nhil
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Cau tra lei cam thong matt: Ban dan
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Cau tra Itli quan tam tich cite mal
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Can tra ldi quan tam tich ciic ma.u
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4. Benh nhan noi trn nam trong trai
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Citu hal lam sang to van de: Anh ma
Page 53 and 54: 17. MOt ngtieti ta nang thon ra ThU
Page 55 and 56: + Van ban xac dinh tinh trang caa k
Page 57 and 58: mat thcii dO it than thtinh, cat ma
Page 59 and 60: Ngu6n got chinh xac cua the yeti t6
Page 61 and 62: NOi Ivo Su thgp kern Su but bOi S2f
Page 63 and 64: 64 1. Can be nay dang d giai doan n
Page 65 and 66: • de kgt hop sieu ca nhan ma khac
Page 67 and 68: mei truang 'et/ nhien caa ngtiai do
Page 69 and 70: • Nhang mang Judi quan he hien Mi
Page 71 and 72: • Cho rang co the doe &toe suy ng
Page 73 and 74: M6 hinh danh gia dua hen cac thirn?
Page 75 and 76: lap chile nang va Huang thanh tgt n
Page 77 and 78: 6.sa dung cach danh gia nham ttm ra
Page 79 and 80: True III nham the hien bat ki dieu
Page 81 and 82: • Tim hieu xem lieu co su rgi loa
Page 83 and 84: throng nhu nghe chang hop 1f lam, n
Page 85 and 86: nghien eau va thaang xuyen Wide cac
Page 87 and 88: TOM TAT Chuang nay gidi thieu cho n
Page 89 and 90: nhien nen nhan vien CTXH the hien d
Page 91 and 92: tigp tut tra phi tu van có nghia l
Page 93 and 94: 6 có the gap khO khan trong khi gi
Page 95 and 96: cu6n each mang ten "Nghien ads &fa
Page 97 and 98: them met se- bueb nth. Bien phap ga
Page 99 and 100: 3. Cac &Mc hAnh deng hoac cac nhiem
Page 101 and 102: 3. Cac ygu t6 ben ngoai có the anh
Page 103: Van de ye gia dinh la met van de kh
Page 107 and 108: nguai khde va tap trung vao hAnh vi
Page 109 and 110: can phai dUcic lam re hdn de co the
Page 111 and 112: Trong cu .& "Bai tap thuc hanh tong
Page 113 and 114: Co rat nhigu mo hinh day each giao
Page 115 and 116: chuyen voi. Vi du trong suet butii
Page 117 and 118: Cac aging diep "toi" khOng dg 16i,
Page 119 and 120: cam thgy digu ma ban dai cam thay.
Page 121 and 122: Cac mue tieu to van can cu thd va r
Page 123 and 124: dau su danh gin dia ho van mang tin
Page 125 and 126: thoa man trong hen nhan, Chi s6 Tho
Page 127 and 128: TOM TAT ChuOng nay tap trung vao qu
Page 129 and 130: gio-ng nhau. Dieu cot yeu nhal cua
Page 131 and 132: 4. Phan anh dya tren tinh hitting c
Page 133 and 134: i rei loan se tang rei loan hOn neu
Page 135 and 136: Kithuat tang curing ban nga Duct tr
Page 137 and 138: Buac hai caa qua trinh la tao ra ma
Page 139 and 140: Rimm va Masters (1974) da dua ra me
Page 141 and 142: ttdc mall de gifi tri bang 10 diem
Page 143 and 144: ngoi tntec may vi tinh chdi tro chd
Page 145 and 146: KT thuat sir dung quan he sang tac
Page 147 and 148: C: nhung ket qua lie cam giac va ha
Page 149 and 150: can co them kinh nghiem vg thi cit"
Page 151 and 152: Kith* xe-p hang sythanh thao va tho
Page 153 and 154: "Li thuyet nen tang cua liOu phap 1
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chicle thigt lap gitta nhan vien CT
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5. Tao ranh glad 6. Tao bat can ban
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de hei one thanh vien gia dinh ye 5
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To bgt can bang (bat toting xting)
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KT thuat ma to yin dg De Jong va Be
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lam viec gi khac biet khOng?" hoac
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khang thgy. Digm math chgt a day la
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h6a khac nhau. Tam yen P6 nay bao g
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Ch uang 5 PHAT TRIEN KT NANG D61 PH
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nghiep dude trubng nay!", thi khach
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Trong dot digu tri ba, khaeh hang v
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Bai tp ta la nguy cd th \lc su vdi
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nhdc dinh to tit. Khach hang c6 ngu
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Theo Lewis uez dthzg szt (2002): "K
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Murphy —"n6u co gi co the sai lam
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dich dieu tri la chi ra rang khach
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Hanh vi higu chign thuang dude boc
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Lange va Jakubowski (1976) thao lua
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Stt kien dinh ve cai tot. Su kien d
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clai eang hadng dan the ma tit nhan
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hai ben cai ma hon vdi nhau, ea hai
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1. Cai thien mtil quan he ciTa ban
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1. Hay danh vai phut de can nhac xe
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Jerry, ... tai ninon anh hit that M
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3. Nhung su kien kinh nien nhung kh
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giai doan the ha nay, su cang thing
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"dgu hieu ctinh bao Om" c6 the dace
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Bich vu tham ven". Nhieu nguai ehon
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cua moi ngudi va nen dude chgp then
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Chuang 6 THVC HANH PHAT HUY NQI LUC
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7. Hay kien nhan vi ski Lisp sac ci
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each not vg nhung (lieu ma ho da di
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3. Phai gig dinh rang ban kh6ng the
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Phai c6 trach nhipm tgi khach hang
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cling -nhu Id nang ma nhan vien CTX
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Trail hanh can thi4p Qua trinh can
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Lu8n phai xem xet m6i quan he this
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3. Hay tan ra nhung Iniac en the de
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met eau chuyen mai bang each suy ng
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song vg nhan each, y thitc, deng ly
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cua phu nu, b6 qua nhung digu nay l
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Phat huy th6 manh cho khach hang la
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4. Chu trong van dac diem rieng bie
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Cong tat vdi cac gia dinh la float
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Cac ranh gidi Cac ranh gioi la nhun
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Cac mii hinh doe nhet Cac mo hinh d
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nha tri lieu c6 the three xem la e6
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Chdng nao nha tri lieu gia dinh cli
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phan lan cua moi tong tae that hAnh
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ean phai tip xuc lan (tau vdi gia d
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trinh bay va chap nhan quan diem ca
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dinh. Viet ghi chu cac he thong con
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dinh. Co the la ve met tran cid bon
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Viec danh gia cac tinh hudng gia di
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Re rang la yang dai ca lne nao do d
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Trong qua trinh danh gia , c6 the l
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khac &Ong met vai trO quan trong la
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10. Moi nen van hon deu coi trong t
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Vi du nhan vien CTXH co the bat dau
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tre, met trai, met gai. Cac throng
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Cac qua trinh va phdang phap Thuc t
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uong ruou ciia minh có anh huang d
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Cac can nhac vg van boa la nhiing y
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nam va n3, va cac trung tam cong de
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Me hinh chila benh nhan manh vao sV
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thlic va d6i eau" va "khuyen khich
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Sau giai down lam viec met minh, ng
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ThUeng thi torn tat nay se dude vig
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3. Nhom phat trien uttoc thigt 1(6
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• Lam viec cai ma vai cac nei lo
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Met phtiOng phap lam tan bang la ch
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Ki thun't giai quygt bat d6ng: Khi
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Giai doan au Giai doan dau la thdi
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chile c6 the hia chon nhung nguai c
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nay e6 the la not quy ve phuong pha
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ca nhan trong khi khep lai nhung le
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khong tinh nguyen, cac thanh vien t
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viec ma se de cap den nO trgc tip t
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(3) met thai ki cuel trong do sp ta
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nghe. Nhan vien CTXH cling co the g
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Twang hop 8.1 Giai down giCia trong
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• Cac thanh vien &No h6 trd trong
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Chuang 9 CAN THI1P VAO CAC HE THONG
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Cac rao can vat chit Viec phat hien
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dieu tri cai nghien, nhang ngtibi m
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va de dung gia dinh re (Ping, 2002)
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Doi khi quy trinh nay la true tiep,
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Thief Igp muc tier hap li Trong qua
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Cot trash nhiem chi ra ngudi chin t
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Gain, sat va danh gia lal Met budc
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Cac nguyen tee ego chic trong twang
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clang hanh lang cho met chinh kien.
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Met han chg vg dao difc mita lien q
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nhat di thuyet phuc? Ca nhan nay se
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can tra la mgt vi du. "Tei khOng ca
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deng phap H, viec dua ra tong luan)
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Hoat dong di kern voi cac hanh deng
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thong tin, phan tich du lieu, chia
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an giam et& hay nhfing ki nang khac
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vu phi hop vdi von de. Can can nhac
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giam d6c va van dua ra cac thong ti
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Chucrig 10 KIEN THOC VA KT NANG DAN
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hoa eke ket qua cho bat cu ca nhan
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qua dOi hOi chting ta phai dap Ung
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Cac thiet ke . AB D6 hieu Wide the
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HiNH 10.2. Vi du vg thigt ke B Cac
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0 1 2 3 4 5 6 7 8 9 10 11 12 13 14
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6 5 4 r 3 2 z 1 0 ,0 0 1 2 3 4 5 6
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nheing ding cu do goi la thang diem
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Dam manh va didm yea coa danh gia b
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(Xing nhu cac phuong phap khae, tha
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chung, nhang nghien cau nay bao gai
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cac xu huOng hoac cac me hinh có t
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Cac thiet k6 nhom throe Ring a ta r
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E ^. 0.) 40 • 35 30 25 • ♦ Ca
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an luyen nhOm da kgt auk. Diem caa
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chuong trinh vol tarn thanh vien. C
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trade va sau, met sg hoac tat ea ca
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Cac bie'n phu thuOc khac nhau: Hai
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Float deng danh gia nen dupe gan bo
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z TOM TAT Chtidng nay dua ra dinh n
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16. Canda, E. R. & Furman, L. D. (1
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46. Gorey, K. M., Leslie, D. R., Mo
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74. Lewin, K. (1951). Field theory
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103. Preston. J. (1998). Integrativ
Page 405 and 406:
132. Sherman, A. (1973). Behavior m
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Chin trcich nhienz xulit bcin: Giam
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