BAI GIANG CONG TAC XA HOI

KT thu4t phat trithi cac muc trey !loan chinh
"Cac muc lieu hoan chinh cO met vai dac digm. Trong dO: cox muc tieu
dela quan trong vii khach hang, muc Lieu nha va cc, the, the Men ski khoi
den ciia cal gi do khac biet chu khOng phai la su chem het." (DeJong va
Berg, 2002, tr. 16). Nham dat duet cac muc lieu nay, nhan vier' CTXH dinh
hiteing nhiing cau hai de gdi khach hang mieu to cuec song cua ho se ra sao
met khi van de dude giai quygt.
D' khach hang Ling thuan nhigu hdri Mkt, rime Lieu can phai mang
tinh quan trong vdi khach hang. Mac chi khach hang von duce thg gidi ben
ngoai dat nhigu ki wing (toe An, dich vu xa hei vol gia dinh, cha me, dgi
tic), the ki vong nay phai chicic dap fang, digu quan trong la can phai tang
nghe, ton trong khach hang va ph6i hop die muc tieu ena khach hang vao
qua trinh diet' tri. Khi cac muc tieu dUde ap dat tit ben ngoal, khach hang it
có khuynh Intang tuan theo.
Thu hai, the kik cau Ma them de' h6 HO cho sti phat Hien cac muc
-Lieu holm chinh IA nhiing eau hai ma goi cho khach hang nghi vg viec nguthi
khdc se dg y gi Mn khdch hang met each khac biet so vdi trtidc day khi van
dg dude giai guy& Vi du nhan vien CTXH c6 thg hai: "Khi anh cam they it
bugn nan hen, nguiii khdc se de y gi Mn su khac biet cua anh?". Met kik
hai khac co the la: "N6u ngudi quan ch'g cila chi dang a day, chi to se nal
viec chi sap lam la viec gi khign chi dupe tha being?".
Tha ba, vii muc tieu gitip khach hang cu the lion de tranh quan niem
rang vah dg xay ra "quanh nam Ka& thane, hay hei he xem chuyen gi se
nhu the Tian tai mat thdi diem hay met not cu the nao c16. Vi du, "761 hOm
nay chi duce a nha va mei chuyen gida chi va ch6ng chi dang tra nen tot
dep, chi se lam gi tefi nay?".
Thu tu, cac muc tieu phai cu thg, do luting &Vic va. &toe the dinh vg
mat hanh vi. Khach hang thitang nbi Mn muc tieu bang ratting ttil tritu
Wong, kh6 the dinh nhit "khong bi tang thing qua", "c6 the' giao tigp tgt
bin". De dap lai ban ea thg sit' dung cac eau hOi khign khach hang dinh
hinh lai nhiing muc tieu eon ma ao. Vi du, ngitai nao ratan giam tang thing
c6 the dude hal la "Cho HA bigt anh/chi se lam gi khi khOng can bi tang
thing nt-ta". Del vii nhfing cap vo chtng mugn giao ti6p v6i nhau tot hdn,
ban c6 the heti "Khi ch6ng chi giao tip v .& chi tot lm, chi se thgy anh ay
165