BAI GIANG CONG TAC XA HOI

Ki thuat phan hot dude t6 chile theo ba phan ed ban: khen ngdi, bac
cam, va gdi y nhiem vu phai lam. Khen ngdi can tap trung vao diem manh
va tinh tich cue cua khach hang. Vi'ec nay se khien khach hang tan tam
hdn. Doi khi nhan vien CTXH cO the they viec nay kW, lam ngu nhan vien
CTXH Met rang day la met phan trong qua trinh phin hai, ngtiai do se
nhan thitc re hdn vg tam quan trong vg nhung dac diem tich cac cua khach
hang khi ho lien hanh phOng van. Neu loi khen cua ban chu'A'n xac theo he
theng nigni tin cua khach hang, khach hang se co kha nang tan deng tat ca
nhang gi ban not ve ho.
Khi ket thdc viec khen ngdi, nhan vien CTXH dtia ra cau not bac cau,
flea nhang lei ngdi khen vdi nhung viec khach hang phai lam ma ban sap
gdi ra cho ho. Vi the khi phat trien cau not bac cau, nhan vien CTXH phai
lien ket cac diem manh, muc fiat va ngoai 10 vdi nhiem va se giao.
Nhiem vu giao cho khach hang thUang rdi vao met trong hai loai sau:
nhiem vu hanh vi va nhiem vu quan sat. Voi nhiem vu hanh vi, nhan vier'
CTXH gdi y. rang khach hang lam nhieu viec da tUng dem lai nhieu ngoai le
hon. Dieu nay do nhan vien CTXH ludm let dude trong suet cube placing
van. Nhiam vu quan sat doi hOi khach hang phai d hdn nua den nhung
Ian van de chtia tra thanh tra ngai ya khong phai la dieu xatt - not each
khAc - do la nhung lan ngoai le. Moc dich chinh la a khach hang biet nhieu
lion den cac thdi diem khi van de sang sue hdn, va xac dinh xem viec do la
viec gi, key ra a dau, khi nao, a ch6 nem va yeti ai cling vdi sU clni dac biet
den W co mat cua khach hang trong so kien do.
Khach hang cang xac dinh re mac lieu cua mink thi cang de dUa ra
nhiem vu phai lam. Nhieu nhan vien CTXH they sp hing tilng cua khach
hang khi ho chi co muc tieu me nhat. Khi muc tieu re rat va co the, nhiem
v11 se re ret va co the theo. Hon nua khi khach hang nhan ra rang he co vai
trie trong viec gay ra van de clang nhu la viec tlm giai phap, tien trign vg
dich cang de co kha nang hen. Khi khach hang tin rang met ngttai khac hay
tinh huffing khac can thay trUnc khi ho dat den muc tieu, thi tinh huOng
chang dude cAi thien gi nhieu hal vi khach hang khOng kiem soat dude het
cac van de.
Kith* da van h6a
Harper va Lantz (1996) xac dinh tam "ygu to chua tri mang tinh giao
van Ma." co the he try qua trinh gitip da moi ngtfai W nhung nen tang van
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