BAI GIANG CONG TAC XA HOI

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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 119
cam thgy digu ma ban dai cam thay. Moi ngudi duy tri mile do giao tigp cao nay trong tat ea the trao dgi lA khOng phi]. hop. Viec dap tai vdi su cam thong cho moi thong diep nguai noi giii di dei hOi mot nang htc va su then trong cao. Su earn thong eó the chap sit dung han cho" hay to do. Khi dude su dung hop 11, no IA mot tong cu giao tigp manh me chuyen tai su thgu higu va quan tam. Nell sit) dung thudng xuyen qua, nO lai tao ra mot bau kh6ng khi qua the cam. Thyt hanh gal th6ng digp cam thong De tra lai cam thong phai mgt nhigu gia luyen tap. NO &a hal cac ca nhan phai có mat mile da gam bo nhat dinh vdi nhau. Met cap vo thong hay mot gia dinh có van de trong quan he co the thigu su gan bo trong giai doan dam to van. Khi quan he cub ho dude tang Wang, se thich hop Ilan cho ngttai nhan vien CTXH ginp phat trien ki nang nay. Cling nhu nhung Id nang giao tigp khac, nhan viers CTXH se bat dau vdi thth hAnh có huang dan trong bu6i to van. Thtte hanh ob Inaing clan nen tigp dien giga cac bu6i, va no cling nen la mat phan quan trong cub tign trinh kgt thiic; trong tign trinh dO, khach hang throe khuygn khich tip tut nhung hanh vi ho TA hoc dude trong to van. Mot trong nhfing hanh vi quan trong nhat 1a tra lei c6 earn thong Ian ngthi nOi, du lA cha me, ban dai hay nthang nguai quan trong Day la mot phan not qua vg to van co the giiip dat dude muc tieu hoc giao tip hieu qua. Dieu quan trong hdn nth la dU muc tieu, van dg va su quan tam la gi di nga, nguai nhan viers CTXH va khach hang phai tang nhau phat tries mat bat cac nhiem vu va hoat dog de dat dude rage tieu. Hang tram nligng cugn sash va bai vigt &tang dan k5 nang vg giao tigp, quan li ngan guy, gild tinh, lam cha me, cu'ac song gia dinh, quan li khUng hoang va nhigu van dg khac. Ngu'ai nhan vien CTXH co kinh nghiem se tra nen quen thuac vdi nhung ngua'n nay va each sit dung eh -Ling de thigt kg cac nhiem vu, boat dOng dat throe bat ki muc tieu hay giai quygt bat ki van dg, moi quan tam nao cub khach hang trong to van. Nliling Id nang nay IA quan trong vi no gidp khAch hang hoc dttoc digu ho can bigt song hanh phtic, 06 hat ich hdn. Cfic dgc tinh cub nhihig muc tieu 66 higu qua Vi cox muc tieu, cac van dg va moi quan tam trong he thong cuac song cub khach hang la trong tam eth to van, Chung phai dude cac khach hang 120
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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
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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
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64 1. Can be nay dang d giai doan n
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• 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 and 114: Co rat nhigu mo hinh day each giao
Page 115 and 116: chuyen voi. Vi du trong suet butii
Page 117: Cac aging diep "toi" khOng dg 16i,
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
Page 165 and 166: lam viec gi khac biet khOng?" hoac
Page 167 and 168: 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
Page 393 and 394:
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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