BAI GIANG CONG TAC XA HOI

Co rat nhigu mo hinh day each giao tigp co hieu qua hdn va hau hgt
cac m6 hinh dgu nhgn manh cac diem sau day:
1. Muc dich °Cm giao tigp.
2. Muc tieu ciia giao tigp et') hieu qua.
3. Nhung rao can IMO bign trong giao lieu.
4. Nhi-ing rao can cu the mia khach hang.
5. Thuc hanh có twang dAn de xoa bo cac rao can caa khach hang.
6. Tam quan trong c5a thong diep "cai tor.
7. Thuc hanh ce hudng clan each a di thong diep "cal toi".
8. Tam quan trong caa giao tigp the hien su cam thong.
9. T155 hanh c6 hudng dan each g5i di cac thong diep the hien su
cam thong.
10. T6m tat va tong kgt.
De giup khach hang giao tiep cO hieu qua hdn, nhan vien CTXH cO the
thao luan vdi khach hang vg muc dich caa giao tie'p va trong qua trinh thao
ha, khach hang can phai di den kgt luan mot trong nhung muc dick cd
ban dm giao fiat) IA a di met thong diep se dude moi nguai tigp nhan va
hieu MOt thong diep dude 6'5 di la su khdi dau dm met boat cac thong
diep khac se dude trao del qua lai. Cie thong diep co the dude a di dual
hinh thlic lei noi hoac khong lbi nhu cac bleu hien tren khuOn mat hoac the
cu do, ng cua cd the.
Johson va Yanca (2004) cho rang "giao tie'p co hieu qua khi nhung
nguai tham gia vao tinh hu6ng hien thau dao thong diep cua nguai khac va
tilling diep dude giii di phai tao digu kien cho ngudi ti'gp nhan thong diep
dap lai hoac hanh clang met each c6 Iqi cho muc ouch giao tigp". Ho dua ra
nhung muc Bich sau day trong qua trinh to van:
1. T5p hop cac thong tin can thigt cho sit menh he tro, bao gam ca cac
diem manh va nguan luc cua khach hang.
2. Tim bleu tam W tinh cam va cac each co' the de dap ung nhu eau
dua tren cac diem manh va nguem l to trong pham vi cua khfich hang va
mai truang xung quanh.
3. Bee la cam giac va suy nghi
4. Co eau viec tiara hanh cac hanh deng
5. He trO, thong bao, khuyen giai, deng vien va dinh hudng khi can.
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