BAI GIANG CONG TAC XA HOI

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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
lam viec gi khac biet khOng?" hoac "Hai anh chi se ming nhau lam viec gi cu the de the hien rang giao tiep cua anh chi da dude tai thien?". Thu nam, mot dieu then chat trong viec dat ra va hoan thanh muc tieu la de khach hang nhan ra vai trO cua ho trong viec tro giup nham dat dude muc lieu. Thong thuang trong cac van de ye quan he, khach hang hay not vg viec nhUng ngttei khac can phai thay del nhtt the nao. Neu dieu nay xay ra, hay lang nghe nhitng y kien cua khAch hang met each chars chti. Sau dO, khi nao có the, hay hei cac cau hei clan dat khach hang kiem tra vai tre cua ngtiai ay trong qua trinh chuyen d6i. Vi du, khi mot ngudi cha hay me can giai quy6t van da la hAnh vi cua con gai dang d tuaii vi thanh nien can thay dei, hay Fang nghe met each that cham chn va d8ng y (n6u thay thich (tang) vai each lap luau cua ngUiji do. Sau do ban co the tiep tue bang each hei cau hei kik nint "Khi con anh/chi kinh trong anh/chi hon , no se thay anh/ chi dap lai no khac nhu the nao so vai each anh/chi dap lai no nhtt bay gia?". Thu eau, khach hang doi khi lo Fang va muo'n hoan thAnh cua muc dich ngay lap tic. Naming thttang thi viec nay se khong tray ra ngay. Hon neta, dieu ma khach hang mong muen thttang tai khong Hap to bai ho khong co kha nang kiem soat mOi trUang cua ho mot each bao gnat. Nhan vien CTXH co the khign ho di theo met &tang hudng tich cue dan ten dich cuSi Ming. Dieu nay co the giilp khach hang khOng phai trai qua sit bile minh hay that bai khi thay sy thay ddi ma ho mong nation kh6ng xay ra ngay. Khi muc tieu cua khach hang la "kitting con cam thay tram elm, bulk nan nua", ban có the gilp ngUai do bang each hei nhung cau hai "phan bac", met ki thuat pho Bien gitip khach hang chia nhe muc tieu tong quilt. Sit dung mite de tit 1 den 10, ban se co the hOi khach hang xem ho dang thay buen nan nhti the nao. Sau do thay vi ngay lap tile hOi muc 10 Hite IA kitting con cam thay ham nan nua, ma thay fat tuyet van), ban co the hai xem khach hang cua minh se lam gi khac di nett mite do tram cam hay ban nan W 3 den 4. Mel phuong phap khac la hOi ho xem ho se lam gi vao thoi diem nhat dinh nao do trong ngay, vi du vao buei tai hay sOm mai, bei day la nheing thai diem to nhat trong ngay cua khach hang. Kithuat h6i nhihig cau h6i c6 ph6p 16 Met ki thuat co met kitting hai trong (liking htiang lay giai phap lam trung tam la hei khach hang "cau Mil co phop la". Trong khi pheng van met 166
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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
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3. Cac &Mc hAnh deng hoac cac nhiem
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3. Cac ygu t6 ben ngoai có the anh
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Van de ye gia dinh la met van de kh
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qua trinh to van. Vi du muc lieu da
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nguai khde va tap trung vao hAnh vi
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can phai dUcic lam re hdn de co the
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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 and 150: can co them kinh nghiem vg thi cit"
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: KT thuat ma to yin dg De Jong va Be
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
Page 201 and 202: Jerry, ... tai ninon anh hit that M
Page 203 and 204: 3. Nhung su kien kinh nien nhung kh
Page 205 and 206: giai doan the ha nay, su cang thing
Page 207 and 208: "dgu hieu ctinh bao Om" c6 the dace
Page 209 and 210: Bich vu tham ven". Nhieu nguai ehon
Page 211 and 212: cua moi ngudi va nen dude chgp then
Page 213 and 214: 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
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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