BAI GIANG CONG TAC XA HOI

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va nhan vien CTXH thao luan ctin than. NM Chung, cac muc Lieu hay cac van de va moi quan tam trong to van nen (1) co the dat &Jac, (2) có tinh thde day sit phat trien, (3) ngAn han, va (4) có dinh Mk:Mg nhiem vu. Met s6 mue tieu khach hang mugn tap trung trong cac ho alai -1g cuec doi hoac la khong kha thi hoac la khong hOp Ii, ehang han nhu "TM muoii khOng bao gio lai butin niia" hay "UM muon hoan thanh moi muc tieu tei dat ra". Nh muc tieu hop If hdn la "TM mu6n hieu vi sao tai buen va toi phai lam gi de cam that}, tOt hem" hay "Toi muOit thanh tong han trong ceng viec". Mvc tieu to van t6t nhat IA nhfing mite tieu xac dinh dude met nave Mau Cu the, chang han nhu "TM muein giao tigp co hien qua lion \TM. ITO caa tea" hay "TM mu6n giai quygt hgt no va. hoc each kiem soat tai chinh cua toi t6t hon". Cac muc Lieu cling nen cO tinh auk day sV phat trien, thing han nhu "Tai mugn hoc each giup da cha me UM nay da len tuei" hay "TM mu6n tp tin hdn khi Uoi tigp the vdi phu na". Kliong phai nho ngtiai nhan vien CTXH gitip do dat dude nhiTing muc Lieu cu the, nhieu khach hang muen tap trung vao nhang van de va nhang moi quan tam trong cuec song nhu "TM thay bat hanh vdi vO 'Lei nen CM ghet phai ye nha moi tel" hay "Con gel mitai may tuei mia tei dang lam tei phat Bien". Cac van de va cac moi quan tam có the dttOc phat bleu lai de cluing nghe tich cue lion \TA thtic da'y Hen ho han: "TM mugn cO quan he t6t hon vdi vo" hay "TM mugn tra nen Wan gin wit con gai OM Min". Cau hai cai c6c cb phai IA day met nita hay vii met nita kitting phai la eau hai to tit Tel nhat la duy tri met sv dinh httOng tich cite va thlic ddy phat trign trong to van han la chi tap trung vao cac van de va moi quan tam. Khach hang va nhan vien CTXH nen tap trung vao nhCing muc tieu ngan han, thOng qua do co the do luting mite do thanh ding trong 6 hay 8 bu64 Du nhan vien CTXH có thich hay khOng, viec cham sew cO quan If dA thay dang ke theo each lien hanh cua cac dish vu to van &toe cac chtiong trinh bao hiem tra truck (Farley va ceng su, 2003). Hau hgt the chuong trinh cham s6c eb quan 11 han ehg khach hang tit 6 bu6i tra xu6ng va cO the chon them 2 Imo) them neu cling ty bao hiem phe duvet. Dieu nay et.) nghia la cac khach hang va nhan vien CTXH phai thuang Wang nhang mue Lieu trong he thong et* seing cua khach hang có the dat dude trong 6 hoac 8 bugi. VI sv ngAn han, giai doan kct thtic trong to van tra nen quan trong han trong qua trinh to van. 121
Cac mue tieu to van can cu thd va re rang. Chung ciing nen bao grim nhung muc tieu c6 thd chia nhO thanh dee nhiem vu va hoat Bong c6 lien quan dgn mue lieu tong the'. Nhung nhiem vu va boat deng nay dude dat tren nen m6ng cua thuygt hoc tap. Khi m6i nhiem vu hay hoat (Ring dude hoan thanh, khach hang tien gan hdn dgn viec dat dude muc tieu. Chang han, viec hoc each quan li tien hieu qua hdn bao grim met 86 cac nhiem vu va boat deng c6 lien quan. Met trong nhung nhiem vu hay hoat Ong dau tien cua khach hang la bigt dgn nhting viec can den tien trong m6i thang. Met nhiem vu hoac boat deng khac IA xem xet danh muc nay va guy& dinh cai nao IA "nhu cau" va cai nao la "ode mugn". Khi met nhiem vu dan dgn • met nhem vu kik, khach hang hoc each lieu ties c6 hieu qua hdn va hi vong IA c6 the giai quygt no va tranh dude tinh trang nd nkn. Cac mud lieu c6 thd chia ra thanh nhUng nhiem vu hohc boat deng nhO hdn la nhCing each tgt nhgt cho to van ngan han. Danh gia va do Wong cac muc tieu Chong to co' nhigu each dd danh gin lieu eke muc lieu tu van da dive hoan thanh chug. BIM each thtiong thy nhgt bao grim danh gig bdi (1) khach hang, (2) cac thanh vien gia dinh va ban be cua khach hang, (3) nhan vien CTXH va (4) cac ceng cu chudn hod. MOi chtiong trinh danh gia c6 nhiing didm manh, didm ygu rieng. Du c6 dude hay khong chung tea offing khuyen ban si dung ca ben each danh gia de danh gia mite Olden thanh mud tieu. MQt each fig quyet dinh xem mud. tieu to v'a'n da dat dude data la hal khach hang. Nhung sti danh gia cua-khach hang thuong la chit quan va c6 thien kign. Hatt het .khach hang iniign till , rang tu van da ghlp ho. Ho da dau tu liking thdi gian va tien bac clang .1td dd to van va ho mugn tin rang tat ca n6 Itic nay*u xiing ding. Bdi. vi muc dich cua to van la dtgitip khach hang, viec ho la mot .ph'an cualioa trinh danh gia co ye la digu hop 11. Ngu muc dich cua khach hang .hank phtic hdn va it tram cam hdn sau sau buth to van, thi•khi dich vu kgt thnc, cau hai otat ra theo logic se la khach hang dA dat dude time dich.hay chua. Khach hang có thd tra ldi da hoac chua hay dua ra met cau tra ldi chi tigt hdn khi sit dung mot thang digm hoan thanh muc tieu nam mite de theo tigp can lgy nhiem vu lam trung tam trong to van: (1) kheng dat dude muc bell, (2) dat dude chat it 122
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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
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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 and 118: Cac aging diep "toi" khOng dg 16i,
Page 119: cam thgy digu ma ban dai cam thay.
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
Page 169 and 170: 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
Page 357 and 358:
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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