BAI GIANG CONG TAC XA HOI

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thpc hanh the ld nang mdi hoc. Khi khach hang dang thkic hien bai tap a nha, ho thueng dude yeu cau theo del the suy nghi (B) va tam trang cang hanh vi (C). Khi ki ding tign trim, ho hoe each kiem tra va thi thach cac phan doan sai vi thay thgchting bang nhiing phan doan ehinh the, logic hdn. Dgi vdi nhfing khach hang khOng linh hoat trong to duy, hau hit do ho qua tram earn, lo au qua mUc, thi ki thuat lap lich trinh hoat Ong la bien phap can thiep ginp ha chgng lai hanh vi cg luau eaa minh. Berk NIA &Ong ski (1979) dg xual rang bin nguyen tae sau day can dude phgi hop khi thuc hien theo lich trinh. Trade het, khach hang can dude thong bao rang chang ai hoan thanh hit dude kg hoach ma ho Lung vach ra. VI thg khach hang khong can phM bugn khi ho khong thanh tong 100%. Thti hai, khach hang dude khuygn khich the dinh kik hoat dung chiOc ties hanh vat) hie nao thay vi the dinh xem ho lam dude bao nhieu. Cac ygu t6 ben ngoai co thg anh huffing din so itiong tong viec ho lam duct vi nam ngoai tAm kigm soat cua khach hang. Thu ba, khfich hang can dude nhac nha rang c6 gAng Hug hien hanh deng la viec quan trong nhgt, chit khong phai la moc thanh cong caa viec Hive hien no. Viet c6 wing thuc hien hanh dung met each ddn thuan da cho nhan vien CTXH va khach hang Hying tin can thigt va heiu ich. Thil tzl, can danh thai gian mdi ngay de bg tri ke hoach cho ngay horn sau. Bugi tog la thoi diem tit, khong nen a d'e'n trude hie di nga vi nhu thg thi vies lap kg hoach co thg gay ra cac suy nghi khign khach hang mat nga. Viee bigt rang n6 hic thi quan trong hdn la thanh tkiu khign khach hang vudt qua dude the suy nghi tieu cue ye nhiem vu dude giao. Nhan vien CTXH cAn gang co ST Wang do khi ho thuc hien ding viec, khong nen danh gia moc de giai hay kern caa ho, ma phai quan sat xem ho cam thgy nhu the' nao va xac dinh cac suy nghi (B), lien hop thong vdi cam giac vi hanh vi (C) va hoat deng (A). Lich trinh co thg mat den vii ngay hay mat tuan, thudng la the hoat Ong Cu th4 ca ngay. Cac hoat Ong tren lich trinh gem the hoat dung sinh hoat hang ngay nhu day vao hie 7 gia sang, rim mat, in sang, ... hay no co the bao gom kg hoach cho mat ski kien hoac nhiem vu dm met thing viec nao d6: nhu goi dice, n thoai cho khach hang tif 9 gie din 9 rual, 151
Kith* xe-p hang sythanh thao va thoii mai Khach hang thtiOng dude yeu cau xep hang ski thanh Chao va thoai mai cila ho trong m6i hoat deng theo lich trinh hang ngay. Su thanh thao la mac de cua viec thtfc hien hoat deng, hay no chi ra nguai do dap hien met nhiem vu Vit den dau. Ski thoai mai la mac de thIch the ma ngdai do cam thgy khi thkic hien nhiem vu. Muc dich cua kT thuat nay la h6 trd khach hang nao khong bigt lam tot vies gi hay kh6ng c6 su thick thtl trong cling viec dude kiem chung doi vOi phan doan caa ho. Khach hang khi no tranh nhang hoat deng thoai mai. Qua viec hei twang, ngttai h6 trd va khach hang tim kiem nhitng thdi diem hay nhung su kien trong qua khu ma khach hang thAy la ho dude thoai mai. Sau do khach hang dude giao nhiem vu d nhu la tham gia vao bat ea hoat thing thoai mai nao va 'cep hang cho mac do thanh thao cang nhu thoai mai. Wet qua mong muCin IA khach hang the dinh dude so- lacing nho cam giac a chin trong viec tham gia vao the hoar. Ong cling nhu la they dude cam glee hoan thanh hay thanh tkiu, to do thy dung ski dei thay trong suy nghi va tam prang. Cac tilling tin tao ra bai hoat Ong do cho phop khach hang xem xet met each chinh the him va saa chaa dale nhung suy nghi tieu cue, moo m6. KT thuat giao nhiem vu theo tang mac dO Ki thuat nay dung de chuyen khach hang to viec thuc hien met hoat deng it khe khan len cac hoat deng khO khan Min (dac biet huu ich cho khach hang hi tram cam hay hi Cie ch6) va rei tdi viec hoan thanh cac nhiem vu dude giao. Nhin chung, viec time hien thanh cling Olin tang mac d6 to tin dm khach hang va cai thien tam trang caa ho. Nhan vier' CTXH can phai gun gui \th khach hang va guilt) ho trong nhung n6 Ipc cl6 kim nen hay la di cac thanh tun da dat dude cila chInh minh. Trong k3 thuat giao nhiem vu theo tang mac de, van dg va bien phap giai guy& chmc xac dinh va chia thanh tang bitOc to phae tap den don gian Khach hang dude yeu eau thkic hien va cung cap phan hoi theo tang bade, that Cu the va co law y den kha nang hoan thanh nhiem vu caa ho. Khach hang va nhan vien CTXH sau d6 xem xet thkic to hoat deng cim khach hang, danh gia lei viec dat dace muc tiou hay khong dkia tit nhung no he cua ha. Khach hang tang dein mac de khb cua cac nhiem vu cho tei khi ho dat dude num dich. Ki thuat nay e6 the dude ap dung cho met khach 152
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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
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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 and 148: C: nhung ket qua lie cam giac va ha
Page 149: can co them kinh nghiem vg thi cit"
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
Page 199 and 200: 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
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103. Preston. J. (1998). Integrativ
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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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