BAI GIANG CONG TAC XA HOI

C: nhung ket qua lie cam giac va hanh vi ma ngUdi to tit qua yen
la ket qud cua nigm tin B ma dude khai xudng to su kiln kith hoat A.
MOt s6 earn gide c6 the bao gem so lo du, lo sd, thinh no, thu dich, tram
cam, boon rau, hen hoan hay thoai mai. Nhiing earn gine nay ce the a
Bang phirc hop hoac dang den le. Hanh vi c6 the ducic the hien can bang
nhung khong chi gidi hand rill -Ling hanh vi ne tranh, hieu chien, thoai
trao, lieu linh qua mite. Nhfing cam giac hoac hanh vi nay c6 the clan den
so tram earn mang tinh ca nhan hay )(a hei khien nguai do phai di tim su
ha tro t3 cat chuyen gia.
Sit klen kith hoac
(Activating event)
hliek tin (Belief)
Cab hAu qua ye cam gidc
va hanh vi (feeling and
behavior Consequences)
Bit& vao nha, dila con Tai sao n6 khong bill cach lam gi Cam glee: tut gian, met
vi thanh nien goi Si tai tat hdn the trddc khi tOi vl nha? mai, cau kinh
tot klac. CO mot bong N6 thlt rig& khi choc cai bong Hanh vi: la het, sap cria,
nude tren tran rd ri. nude ay ra; moi nguei ai cOng bill bao con S al ngu, n6i nhy
Con toi a choc n6 ra la phai treo len mai nha de" thu ra lenh vdi St ca moi
bang mot con dao de don nit& titan do. Tai sao Itic nao ngveri xung quanh.
nu& thoat di. tbi cling phai xet Ii nhung viec
nay? T6i se phai mat ca dem a
giai quyet VU nay mat, va tli se
cha'ng &roc nghi ngdi gi ca.
BANG 4.1. Vi dy cua mot so dl A- B -C
Ki thua't giao chic khach hang
Theo Berk va deng nghiep (1979) each tat nhit d@ huen luyen
khach hang then ma hinh nhan thfic clime tien hanh thong qua nom bit&
ca ban sau:
148
1. Xac dinh suy nghi to phat (tit duy)
2. Trinh dies mei quan he gifia ht duy va Anh Intang/hanh vi sit' dung
nhung vi du cu the
3. Trinh dien so hien dien tit duy to trai nghiem eda ban than
4. Giao benh nhan vile can lam de tiep thu nhdn thee
5. Xem xet lai nhung dieu benh nhan ghi &fee (bai tap da lam) va
sung cep phan hei cu the