BAI GIANG CONG TAC XA HOI

nguoi khac dya tren each khach hang 11 giai qua khi, hien tai hoac tudng
lai cita anh ta. Suy nghi va nigm tin dm met khach hang dude lap duUi
dang gia thuygt va sau do kiem tra thing cif he tro hay phi nhan tinh hien
lye city gia thuygt.
Qua viec s& dung eau hOi va thao luan, nhan vien CTXH khai that duct
nhiTing thOng tin Cu the ve suy nghi, earn gide, hanh vi va dac biet la khi
Chung xay ra trong sugt va theo sau nhung ski kien khiing hoang. De glop
khach hang hieu xem mei khia canh cua hanh vi con nglidi dien ra nhv the
nao, Ellis va Harper (1975) chi dAn khach hang theo me hinh A— B — C.
A: nhung ski kien hoac kinh nghiem ma khach hang nhan bigt dude.
Su kien do co the do met ngtidi trong mOi trtiOng ena khach hang gay ra, NTT
du: nhan xet tieu cue dm Ong chit ban vg ding viec cita ban hoac sV kien do
co the la kgt qua cUa met dgi tuong hay met then bign nhu nhan diem kern
Cho bai vigt hay nhin ra cifa se va thy rang dem qua met tran bao lOn da
quet qua. Trong mei tinong hop, ski kien gay kich dOng phai (We nhan ra
va cam nhan theo met each nao do.
Kgt qua cila A la khach hang co met kieu suy nghi hoac niem tin B
nao do vg A. Doi vdi khach hang eV di tim kiem each lam tam trang bdt
tang thang hoac sita chila hanh vi tieu cue thi suy nghi hoac niem tin nay
theo each nao do so bi khimg hoang. Theo Beck va Weishaar (1995), suy
nghi xay ra a ea, mac de khac nhau. o met mite de, do la nhilng suy nghi to
phat, suy nghi tp phat xay ra ngay lap the hoac ngAu nhien de dap lai met
sV kien gay kich deng. Khach hang thttang có the duct chi dan a the dinh
nhung suy nghi to plant nay bang each Chu § tai chting khi eti kien gay kich
deng xay ra hay xay ra ngay sau mot sv kien.
Mite suy nghi ti6p theo la "phan doan nen tang" va `Thai de", dOi khi
duOc coi la hide d6 to duy dude phan tich qua nhilng trai nghiem khach
quan. "Nhilng phan doan dinh dang kich thich cna nhan thite vao to duy,
xac dinh rave Bich va cung cap each giai thich va nghia cho sp kien.
Chang co the kha en dinh va narn ngoai ski nhan thitc cua khach hang".
"Nhung suy nghi to phat cling chrOc sinh ra t3 nhung phan donn nen
tang". Khi cc') the, ngtfai tri lieu this xac dinh va sita chila nhung phan doan
hay nhinig nigm tin col loi co sat sot nay bang each ph6i hop vdi khach hang
de xac dinh nhung van de tren va tro gitlp viec phat trier' cae ki thuat lam
cho nhtilng van de do phai chuyen bign.
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