BAI GIANG CONG TAC XA HOI

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nghiem trong, cac thang diem tren 90 chi ra rang khach hang c6 the có nguy ca tu cao. Neu khach hang c6 met trong the muc Lieu la 0-6 nen hanh phtic han va it tram cam han, Thang chain Hai king Teng quilt có the dude stt dung cho khach hang trong buei to van dau tien va sau do this lei khi cite dich vu to van eta ket thlic. Met so sanh diem tat& khi va sau khi to van se cho khach hang va nhan vien CTXH met danh gia khach quan han xem muc tieu to van de hanh phtic hon va it bu6n rau Han da dat dude hay chua. MOt diem khdi clan IA 50 va met diem kgt thile ia 30 cho thdy khach hang hanh phim han nhigu so vdi trade khi to van. Chi so TV tin la met cOng cu chuan khde c6 trong Ba tron gni Do !yang Lam sang'. Cong cu nay a do Mang Mlle de to tin cita khach hang. 'Ala tren thang diem tit 1 den 100, diem trung binh hop trung vi la 30 voi diem lech chudn la 5. Diem 30 hoac it han tren thang diem cho thdy met dO to tin cao, diem 50 cho they mite de khae nhau cua su thieu to tin. Digm tren 70 cho thSy mite do to ti cao, diem 90 cho thSy miie d8 to ti cue cao. Chi sic TV tin cO the sit dung a xac dinh cai co the tat deng den su tram cam eim khach hang. Chang han diem 70 hoac tren trong Thang die'm Hai Zang Tong quilt chi ra do tram cam cao. Diem 30 hoac it han trong Chi sn'Tv tin cho they mite do to tin cao. So sanh hai mite diem v&i nhau to they rang ski tram cam nghiem trong cua khach hang co' ye nhu bi tac &Ong bai nhung yeu t6 ben ngoai nhu mat di met nguai than yeu chic khong phai ben ye"tt to ben trong nhu nhang suy nghi tieu cue. Hai mite diem nay cling cho thy khi tinh hueng ben ngoai dude cai thien, mite tram cam nghiem trong tang se dude cai Chien. Met diem 70 trong thang diem Hai long Tong quat va diem 70 hoac tren 70 trong Chi s6 Tv tin cho they su tram cam nghiem trong cua khach hang c6 the la do the deng eita nhung yeu t6 ben trong nhigu ban nhiing yeu 'When ngoai. Hai mite diem nay gang cho they khach hang co' the da chiu tram cam trong met thdi gian dakkhoang 6 thang hoac hon. Bai vi su tram cam nang cua khach hang c6 ye nhu la tit ben trong nhigu hem la to ben ngoai, se kho giup khach hang lion bdi vi sit tram cam da tra thanh met phan trong euec song hang ngay cita khach hang. Chi s6ThoA man Win nhan vb. Chi s6Thoa man Tinh due la hai cOng Cu trong Bq tron goi Do Wong Lam sang c6 the chtec sit dung trong to van hOn nhan. Chi s6 Thoa man Hon nhan do muc do, de' Idn hay de' cao cim Hudson. sad 125
thoa man trong hen nhan, Chi s6 Thoa man Tinh due do luting mite do, do lan hay do cao cna thoa man quan he tinh due. Diem 30 hoac thAp hem a ea hai ding cu cho thAy met mite de thoa man hem nhan hay tinh due cao, con diem 50 hoac cao Mtn cho thAy mite de thoa man hen nhan hoac tinh due thAp. Mite de 70 hoac hen trong ca hai ding cu cho thAy cac mite de thoa man hen nhan hoec tinh due rat thap, mite diem 90 hoec hun cho thAy mite de thoa man cue thAp. Mec dau nhung ding cu nay de do Mang nhung van de tthing tu, chUng thttang dude sit dung tech biet. Mac deli do thoa man tinh due la met phan quan trong song cac yeu to khac ding (Tong gap den de thoa man hem nhan nhtt long ton trong, su tin Wang, Yong chung thug va tien bac. Hudson tin rang VII nhAt IA sit dung mei tong Cu rieng biet bai vi cluing do luring hai khai niem khac nhau. KhOng cong cu nao c6 the thay the cho cong Cu kia. Be troll gel Do luring Lam sang' ding c6 nhung tong cu chuen hoa sit dung trong W van gia dinh. Thai de ciia con clea vai me va thai de caa con dai vdi cha la hai cling eu chuen hod do luting cam nhan cua tre em ye cha me chting. Ca hai cong cu do hieing mite de thoa man cim tre em ye hai m6i quan he nay. Aguas lai, Chi so" Thcii dp cua cha me do Mang mite de thoa man cilia cha me del vol con cai. Chi se Quan he gia dinh do Mang mac de thoa man dm cac thanh vien gia dinh vdi town be gia dinh. Chi soMuan he Bang nghiOp danh gia cam nhen ena ban ve nhung ngtroi ban sung lam vies phan lem thai gian. Vdi cac ding eu khac, B§ tron got Do litatng Lam sang c6 diem 30 hoac dueri chi ra mite do thoa man cao, diem 70 hoac thap hen chi ra mite de thoa man rat thep, con diem 90 hoac Min chi ra mite de thoa man cue thAp. Cac ding Cu chuen hoa Mut tit có the doge sii dung de? do Mang mac do hoan thanh muc tieu va giai guy& van de hoac mei quan tam dm khach hang. Khach hang c6 the hoan thanh nhung ding cu nay vao nhung thai diem khac nhau trong qua trinh to van, bao gem giai doan dau , giai doan tien hanh, giai doan sau va Eel) theo. Cac ding cu chuen hoe nen dude sa dung In eau tien la khi khach hang bat &Au tM van, nhat la thdi diem bat dau cita bum to van dau tien. Diem khdi dau hay diem giai doan co sa mang lai cho khach hang va nhan vien CTXH met tIntOc do v"e earn nhan caa 126 Hudson, sad
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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
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• Nhang mang Judi quan he hien Mi
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• 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 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: dau su danh gin dia ho van mang tin
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
Page 171 and 172: Ch uang 5 PHAT TRIEN KT NANG D61 PH
Page 173 and 174: 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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