BAI GIANG CONG TAC XA HOI

clang tim giai phap cho van de va khi do khach hang se tin rang ho dang
dude long nghe, dang throe thou higu.
Cach co ban de the hien tang nghe co thong cam la viec sit dung ding
thric eau'. Hay bat dau bang cau: "Anh/chi cam thay..." tiep theo va viec
dtta vao tit chi cam giac ma khach hang dang noi 1.6i, cam giac ban dang
nghi khach hang clang co. Khi da noi ra cam the, hay noi tiep Thai vi...", sau
do lai dign vac) eau chuyen cua khach hang di keen vdi cam xiic do. VI du:
"Son, em dang cdm thdy bi phan bei vi ban than nhat cUa em bi mat hen hO
vei ban gal cua em," hay la "Minh, em dang cdm the& lo long vi khOng the
dung len trtiOc lop then thuygt trong vong 7 phut v6 bao gia dinh".
Co met so each khac nhau de the hien rang minh da hien khach hang.
a cap do co ban, co" the the hien bang each thong bao bang cac hanh thing
phi nem tit rang khach hang dang dude tang nghe. Cac hanh vi Lang nghe
the hien su quan tam va su chi" y den nhung dieu khach hang dang noi.
Nhiing hanh vi nay bao gem to the ng6i hci Nolan v6 phia tritec, mat tap
trung nhin khach hang (frit khi khach hang den to met nen van hoa coi
tiep themat khong phii hop), va dei khi gat dau a dap lai nhiing digu dang
dude nth.
ViOc sit dung the hien net mat Ming quan trip -1g va nen the hien si.t
quan tam. Met net mat the hien s9 thong that khOng phii hop, hay sV kink
so hay s9 ttic gian se mang lai thong diep rang ban that vong hay so khach
hang hoac eau chuyen ctia ho va lam khach hang nan chi hay lam can Era
qua trinh gin') do.
Carkuff2 da tim ra va dao to cac ki nang the thien phan ang d cac
nuac do cam thong va khong cam thong dio nguai can be. De lam don gian
me hinh nay, cluing toi theo nhang dg xuat cim Ivey va Ivey' va sU dung ba
cap de' pilau ung nhu sau:
Cap d9 1. NhUng phan iing a cap dQ nay the hien rang nhan viers
CTXH clnia nh'an ra, data hieu dttoc nhUng then ma khach hang trinh bay.
Egan. G. (2002). The skilled helper: A problem-management approach to heping (6 6 ed.) Pacific Grove, CA: Brooks/Cole.
2 Carkuff. R. R. (1969). Helping and human relations. Vol. Practice and research. New
York: Holt, Rinehart. and Winston.
3 Ivey, A. E. & Ivey, M. B. (2003). Intentional interviewing and counseling (5 1h ed,)
Pacific Grove, CA: Brooks/Cole.
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