BAI GIANG CONG TAC XA HOI

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Nhan vien CTXH vdi tU each la hudn luyen vien, gitip do khach hang hieu dude the nguyen If co ban dm me hinh mik va lam the nao de cac nguyen If nay ap dung dude vao vain de cua khach hang. Met trong 56' cac buck dau tien cua phdong phap tiep can nay la giang giai v@ mo hinh tu duy, nhan manh ddn mth quan he gills, vies khach hang nghi ve ban than, nmidi khac, the tinh hhong, Laing lai nhu the nao va each ho earn nhan va ed Mot each khac minh hoa cho anh 'wag cua suy nghi len cam giae va hanh vi la hOi khach hang xem hy earn thy nhd the nao tren &tang tdi cuec hen nay vdi ban va trong khi ng6i JO ban. Khi cam gine da xac nhan dole r6i, nhan vien CTXH se hai khach hang h6i Wang lai cac suy nghi ma khach hang da cO. Si lien hot nay gitip bee 10 mth quan he girth suy nghi ve vies den tim stifle try va cac cam gide he qua. NhAn vien CTXH sau do gitip khach hang test the gia thuyth cua ho a de chinh xac dm suy nghi cua ho. Tai thbi diem nay, nhan vien CTXH c6 thd bat dau vies huan luyen khach hang quan sat Ira ghi nhd the suy nghi rSi loan chile nang dm minh. Cac kithuat nhan auk Khi can suy nghi a B dude xac dinh, nhan vien CTXH co the thdm tra bang each shi dung cac eau hot a tim b6t cu 16i to duy nao (khong nhdt quan hay mau thuan). Cac Id thuat nhan thiie se &hoc sa dung sau do de saa chlia nhung ni6m tin eheeh hdOng nay (Ellis va Harper, 1975). Viec tha'm tra va tra. c nghiem thick td cac suy nghi va hinh anh tu phat la ki thuat cd ban theo me hinh dieu tri nay. Niue dich la de gitlp khach hang mieu to ehfnh xac Win va phAn tich chile each ho nhin nhan ban than, ngtidi khac va the su kien trong cuec den nhd the' nao. Chudn trac nghiem phai phai hop vdi ai khong tram cam, hoang se hay tile gian. Cac stl that, chit khong phai cac fr kien can dude rut ra qua the cau h6i, va khach hang &tee yeu cau xac minh de tin eay cua luan. Vi du: "Tea hieu la chi nghi rang anh ay dang lanh nhat vdi chi, nhung chi ce bang chfing nao de ket luan the kitting?". KithOt tai xac 11:t Ki thuat tai xac lap khuyen khieh khach hang hay e de trong vide xac dinh van dS of quan diem khac. Thay vi nhin nhan van de la "TM killing có ki nang thi eii gi ca", ho se dude khuyen khfch de tai xac lap vide nay la "'Poi 149
can co them kinh nghiem vg thi cit". Van dg phai (bloc tai xac lap theo cac thuat ng8 cu the va chinh xac hdn. Ki thuat tai quy gan Ki thuat nay mai khach hang xem xet the nguyen nhan khac gay van dg. DOI voi nhUng ai hay thien vg viec nhin nhan ban than la ngttai ganh trach nhiem met minh, thi ki thuat nay khuygn khich ho xac dinh nhigu ygu tgda gay ra van de cho ho. Khi cac ygu tgda xac dinh, khach hang duck yeu eau phai quy trach nhiem vao that thing chO. Ki thuat phan tan chn 9 KT thuat nay la met Id thuat nhan thitc khac, dung cho nhiing nguai hay lo au, luon cho minh la trung tam dui Y cua moi ngttai va ai cling bigt ho dang cam thay thg nao va suy nghi gi. Qua chili van, khach hang duce khuygn khich tim kigm bang chting cho thdy thkic ski moi nguai dang chi" tam tot ho va xem xet nguai khac doe to duy cua ho nhu the nao. Khach hang duos giao nhiem vu di tali nhdng boi earth xat hoi khac nhau. 6 do ho phai d@ y" nhung nguai xung quanh xem ngudi to co chti tam dgn ho khong va a miie de nao. Tip do, ho phai tim hieu xem nguai khac nhan bigt vg minh nhu th6 nao trong khi ho gia ho IA ckic ki quan tam, chu y dgn ban than minh. Niue Bich caa viec nay la de gitip khach hang xoay trong tam chn y ra khai ban than ho va hudng no tea nguai khac. Cac ki thuat hanh vi Cac Id thuat to duy co muc dish chi/1h IA chinh sit' a hay thay dea suy nghi va phan doan claa met nguai., met trong, nhiing thanh to gitip dat duce kgt qua la sit dung cac k i thuat hanh vi. Cac kT thuat hanh vi dttOc thigt kg ban dau de thach thiic the phan doan va suy nghi to phat ding vai h6 tro viec hoc nhang hanh vi mdi. Khach hang sii dung met clang platcing phap khoa hoc, su hinh thanh kinh nghiem de xac dinh ski thing clan hay sai ldm trong suy nghi cua ho bang each hanh dung hay cu xit theo mot Intang nao do roi kia'm tra kgt qua cim hanh deng dE chiing minh hoac phan bac cac gia thuygt. Cac ki thuat hanh vi có the lam tang cac hanh vi va ki nang clOi pho hay giai quygt van de. KT thuat lap lich trinh hoat Ong Giao bai tap a nha la met Id thuat chudn muc dude sit dung trong me hinh nay. NO cho khach hang cd hal kiem chUng cac phan doan cua ho va 150
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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
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M6 hinh danh gia dua hen cac thirn?
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lap chile nang va Huang thanh tgt n
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6.sa dung cach danh gia nham ttm ra
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True III nham the hien bat ki dieu
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• Tim hieu xem lieu co su rgi loa
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throng nhu nghe chang hop 1f lam, n
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nghien eau va thaang xuyen Wide cac
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TOM TAT Chuang nay gidi thieu cho n
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nhien nen nhan vien CTXH the hien d
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tigp tut tra phi tu van có nghia l
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6 có the gap khO khan trong khi gi
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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 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: C: nhung ket qua lie cam giac va ha
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
Page 175 and 176: Trong dot digu tri ba, khaeh hang v
Page 177 and 178: Bai tp ta la nguy cd th \lc su vdi
Page 179 and 180: nhdc dinh to tit. Khach hang c6 ngu
Page 181 and 182: Theo Lewis uez dthzg szt (2002): "K
Page 183 and 184: Murphy —"n6u co gi co the sai lam
Page 185 and 186: dich dieu tri la chi ra rang khach
Page 187 and 188: Hanh vi higu chign thuang dude boc
Page 189 and 190: Lange va Jakubowski (1976) thao lua
Page 191 and 192: Stt kien dinh ve cai tot. Su kien d
Page 193 and 194: clai eang hadng dan the ma tit nhan
Page 195 and 196: hai ben cai ma hon vdi nhau, ea hai
Page 197 and 198: 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
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Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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