BAI GIANG CONG TAC XA HOI

4. Phan anh dya tren tinh hitting ca nhan
5. Phan anh me hinh citing
6. Phan anh phat trien
Hai Id thuat (tau lien co lien quail vdi mei quan he giCia khach hang
va nhan vien CTXH va phu thuec vao mac do ma khach hang cho phep
nhan vier' CTXH tic clang de digu tn. KT thuat thu ba cho phep khach hang
be'e 10 ban than, trong khi ba ki thuat con lai lien quan dgn hinh thdc phan
anh nao do vg phan khfich hang.
Cu thdlir
1. Ki thuat duy tri lien quan tai ki thuat giao tigp chung chung de
khfch le (gat dau, nhung lbi nhu yang, da, va tiej) di a, met ca chi chn
nao d6) ding vii su cam thong, quan tam tich cyc va sU than tinh dich thkic.
2. Ki thugt diet' tri trgc tip phai hdp vies sit dung IM khuyen hay
gdi y giai quygt. Nhan vien CTXH c6 the gip y kin ve nhling hoat ding ma
khach hang nen tign hinh. Khi sit dung nhung ki thuat nay can phai than
trong, can y kign dua ra can phai tinh tg
3. Ki thu3t tham do, mo to va lam thong thoang &roc thigt kg de
gulp khach hang to beck) thong tin chil quan vi khach quan vg nhung kinh
nghiem, trai nghiem quan trong va giilp ho the hien cam gide ena minh.
Viet cho phep khach hang bee le ban than thoang khign ho dude giai toa.
Viac giai toa dat dude thong qua viec lam thong thoang, co the dude h6 trd
qua viec sit dung ki thuat ciing c6. Khi khach hang cam nhan dude ski thong
cam cua nhan vien CTXH va nhfing khieh le ma ho bec le, cam gide tra stt lo
Au, vo yang, tai loi (Wang nhu giam boa.
4. Ki thu3t phgn anh tinh huang ca nhan dude thigt k'g dii gitip
khach hang phan anh ve tinh hugng hien thdi caa ha va ye nhfing mgi quan
he dia. ho. Hollis (1972) Chia ki thuat nay thanh nam chieu:
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• Khach hang nhin nhan ve sue khoe vi nhiing khia canh khac nhau
cua the gidi xung quanh cling nhu sy nhan thilc va hieu bigt ona no
ve nhiing nguai khac nhu thgnao.
• Khach hang hieu hinh vi cua rieng ho nhu the nao trong viec
nhung hinh vi do anh twang den ngtiei khac vi ban than ho.