BAI GIANG CONG TAC XA HOI

giOng nhu dash muc 0 tren. Sau do, nhan vien CTXH gitip moi ngubi xay
dung va gib nhung thong diep "tgi" phu hdp hon. Cac cap vd cheng co the
deep tut chuyen nhung thong diep dg lei, buec tei va coi thuong nhau thanh
thong diep "tgi" gala cac buei W van. Btidc cugi clang la en thong diep "tbi"
de tap trung vao giao tigp then ra clOng thati trong va gitla cac buOi tu van.
Tgrn quan trong cua giao trip cam Mang
Giao tigp cam thong la met hinh thuc giao tigp tinh t6 ddi hai luyen
tap rat nhigu (Farley va Ong su, 2003). Giao tip cam thong se dude thao
luanchi tigt hdn trong cac chudng khac, chtidng nay chi cung cap Van tat vg
hinh thifc giao dep nay. Khi cac cap va cheng giao tigp vdi nhau, mOd thong
diep ha di cO it nhat hai phan. MOt phan cua thong diep la not dung hay
thuc to va phrin kia la cam xtic hoac tinh cam dude truygn CM. Chang han,
mad noel chOng co the noi vdi vd khi anh ta vg nha vao buOi "Anh di
lam muan vi tdc &tang! Nan anh khong thi di lam dung anh se melt
viCe. Nei dung hay thgc to dm thong diep la anh ta hi di lam muen, trong
khi cam xtic va tinh cam cua anh ta IA si ti tut gian va that vong. Giao tigp
cam thong xay ra khi met nguoi ban ddi chuyen met thong diep khac the
hien rang nguoi do narn dude nOi dung va tinh earn cua th6ng diep trade do
ciia ngubi ban ddi.
Rogers (Robbins va &Ong ski, 1998) va nhigu nhA tri lieu khac
(Cournoyer; 2000; Stuart, 1980; Westra, 1996) coi giao tip cam thong lA
met ygu to quan trong trong thigt lap met ski hoc hdp va tao dieu kien cho
thay ddi trong tu van. Khi nhan vien CTXH tra lei met each cam thong vdi
lai noi caa khach hang, khach hang se co su tin Wang cao hdn vao kha nang
hieu.va ghip dd ciia nhan vien do. ag dap lai eau hai: "Anh cam they thg
nao?", khdch hang tra lei: "Toi cam they to ram. CO ve nhu moi thU chang co
tac dung gi vdi tea. Tgi cam they that that vong tgi khOng bigt lam gi!". Day
IA met ed h'ei cho 'Than vien CTXH tra Rh cam thong, chang han nhu: "That
tide IA anh cam they te. Khi moi vies khong din ra nhu kg hoach cna cluing
ta, digu do co thg rat gay su that yang". Day la met vi du vg cam thong Ian
nhau, nAm duce Mad dung va cam auk cila thong diep cua khach hang mA
khOng lap lai eau noi.
Cac cap ye chOng hoc each tra lei cam thong vdi nhUng van de va moi
quan tam caa ban ddi phai giao lig") a mite do cao. Ha dang Tat ban than
vao vi tri cua ngudi ban ddi, trai nghiem dieu ma ban ddi trai nghiem va
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