BAI GIANG CONG TAC XA HOI

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Myc tiau cua giao ti6p c6 hihu qui Khi khach hang da hieu rd hdn va muc dich caa giao tiep, ha da sail sang de chuyen sang nhiem vu tiep theo nham giao tiep thanh tong. Trong qua trinh khach hang bay to quail diem va giao tiep c6 hieu qua, nhan vien CTXH can gitip ho hieu ro met dieu la mei thong diep a di khOng chi có nei dung ma con c6 ca tinh cam di cling yin no. Muc dich caa giao flip có hieu qua IA phai hieu hoec the hien ST to va tam to tinh cam thong qua coo thong diep gei di hoec nhan Giao tiep c6 hieu qua la met qua trinh g6m nhieu giai doan. Try& tien thong diep duoc gUi den mat ngudi khac. Trong thong diep chila clang nhung lai lath va clam dung ca nhUng sac thai tinh cam; vi du nint vui ve, gian du, b6i r6i. Thong diep cling có the dude gib di cling the cif' chi khOng 16i; vi du tau co hoec khuon mat dam chieu. Sau khi thong diep dude gai di, ngudi tiep nhan thong (lien se xa li thong tin va dap lai bang mot thong diep Mang có the bao gam ca lbi not va cac ca chi khOng Ibi. Khi dap 10, ngudi tielp nhan thOng diep co the phan hai Lai nhfing th8ng tin ma ho nhan &lac hoec c6 the gai lai mot thOng diep hoan than mei, nhung not tom lai muc dich cea giao tiep co hieu qua la ngudi gat va ngudi nhen dau co the hieu nhau, ngudi nhan nem bat &Mc dung y caa ngudi gai, hieu dUoc nhung gi ngudi gei naan noi va npiec Cac rho can ph6 bien trong giao trip Btelic Una ba trong viec hoc giao flap co hieu qua la xac dinh met s6 rao can Old bign trong giao ti6p. Nhiing rho can do la: 1. Se ngAt 16i khi ai do dang noi. 2. Khong nhin vao mat ngudi minh dang noi chuyen. 3. Dang dung khong nghiem Enc. 4. Cudp loi ngudi khac. 5. Im tang. D6i v6i nhieu khfich hang, rao can ph6 bi'en la viec ngAt ldi, khong de cho ngudi kia noi h6t nhung gi can noi. Do vay nhiem vu dau tien ciaa nhan \Oen CTXH la lam sao de khach hang phai nghe het r6i mili duct ngAt Dieu nay dac biet thing trong to van ve hen nhan va gia dinh. Met rao can phe; bik khac la viec khong nhin thang vao mat ngudi minh dang nth 115
chuyen voi. Vi du trong suet butii to van hors nhan dau tien, ca hai khach hang chi nhin nhan viers CTXH ma tranh khong nhin nhau. Khi met trong hai rigUai trao del vai nhan vien CTXH thi dUang nhu trong phong khong con ai ncia. MQt rho can cang kha phS bien nria la clang dung khong nghiem Ede. Trong khi vo dang not chuyen thi thong nhtin vai, quay sang mot ben va cau may, dieu do the hien ngay la anh thong nay khong quan tam den nhfing gi v0 nOi Viec cudp Rh dm nguai khac cling gay can tra trong qua trinh giao tiep. Nhigu ngttai cam they kho chin khi doi the mai chuyen vol minh cu not nhu the la anh to doe duct suy nghi caa nguai khae. Dei vdi cac cap va thong viec met ben hoac ca hai ben im lang cling gay kho khan cho viec giao tiep co hieu qua. Trong mot vai tntang hdp hai ben con thi nhau xem ai im lang dude Tau hon. Xac dinh cac rao can trong giao trip Sau khi da than lu'an cac rao can nay, budc Rep theo IA xac dinh cac ran can nao dang gay can trd cho khach hang trong qua trinh giao flap. Del vol met s6 cap vo cho'ng, nhan vien CTXH tien hanh thu dm hoac quay phim lai butte to van dau Hen va khi nghe lai hoac xem lai nhung doan bang nay, khach hang va nhan vien CTXH nhanh thong nhan ra nluang rho can dang gay tac dang xau den mei quan he ea a ha. Neu dem ra so sanh thi viec quay phim lai buei lam viec dau tien dem lai nhign thong tin hon so vai hinh that thu Am vi khi xem bang khach hang va nhan vien CTXH con co the danh gia dude cac cu chi, hanh dong caa cac ben. Cac hinh thlic giao tiep khong nhu clang dung, bleu hien ciia khuon mat, cac ca (hang tay than co the b6 sung hoac lam giam di gia tri cua giao Rep bang lai. Vi du, mat Ong ch6ng vira ctlai nhan nh8 vita xin 18i v0 y6 viec y6 an corn tai muon c6 thgf bi vo coi la khong that long xin 16i. Thtrc hanh c6 hutng can a loai b6 cac rao can 6 day, nhan vien CTXH se chi cho khach hang thly la can phai lam gi va Inidng dAn, digu chinh hanh vi mai cim khach hang sao cho plin hop. Vi du sau khi quan set m ot cap vo along giao tiep vdi nhau trong buiSi to van dau lien, co the nhan viers CTXH they la rb rang ca hai ben khOng ai chiu 116
Page 1 and 2:
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
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17. MOt ngtieti ta nang thon ra ThU
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+ Van ban xac dinh tinh trang caa k
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mat thcii dO it than thtinh, cat ma
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Ngu6n got chinh xac cua the yeti t6
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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 and 104: Van de ye gia dinh la met van de kh
Page 105 and 106: qua trinh to van. Vi du muc lieu da
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: Co rat nhigu mo hinh day each giao
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
Page 155 and 156: chicle thigt lap gitta nhan vien CT
Page 157 and 158: 5. Tao ranh glad 6. Tao bat can ban
Page 159 and 160: de hei one thanh vien gia dinh ye 5
Page 161 and 162: To bgt can bang (bat toting xting)
Page 163 and 164: 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
Page 403 and 404:
103. Preston. J. (1998). Integrativ
Page 405 and 406:
132. Sherman, A. (1973). Behavior m
Page 407:
Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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