BAI GIANG CONG TAC XA HOI

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ciia minh. Hoan thanh met dot digu trj 30 - 40 phtit, sau do thao luan nhfing ket qua dieu tri then Lung vai mat trong 10 phtit. C5u hoi suy nghi: new? 1. Bon se gidi thieu y hieing tij dew tao hi nang cho khcich hang nhrt the 2. Ban se ha" tro khdch hang bang each nag de thdy ditch tam quan trong ceza oh& dao tao kl nang? 3. Neu Vlach hang laming quan tam den dem tao ki nang, ban se tie') tqc dithz tri yet tievp Ric ha trek khcich hang can nheic Wee dao too ki nang relict the new? Kithu5t huan luy5n kien dinh Khi khach hang n6i vg nhiing muc tieu ma ho mu6n dat duct hay nhang van de ma ho muen giai quyet, nhigu ngudi nOi rang ho mu6n cam thay to tin Min, to khang dinh Mtn hay kiem soat dude ban than nhigu hon. Mat vai khach hang to mieu to minh la ntifing ke khong cuong quyet, (lac biet la trong nhung tinh hu6ng lien nhan each nhat dinh. Vi du mat ce gai rat We gian vdi ban than khi co ay khong the chit' dUng throe ban trai cua minh khi anh to gi6u cot quan diem chinh tri ena co ay. Hay mot ngdoi trung lien cam thay eau bai ski rang buac gia dinh. Hay mat ba cao tuSi cam thay minh bi b6 roi va con chi der truang thanh eua ba kh&ng lang nghe nhung gi ba to not vg vi0c nuoi con. Nhfing khAch hang can dude nghe, ha munh dude hieu, ho mu6n gay rac rgi cho ngudi kilt. Lieu phap hut luyen su kien dinh se dem lai loi ich cho Theo Kirst — Ashman Ira Hull' "vice huan luyen tinh kien dinh khien khach hang nhan ra va hoat clang dua tren nhan dinh rang ho c6 quyo'n ban than ho va the hien cam gide cva minh mat each to do". Viec huan luyen tinh kit dinh la met phuong phap dude sit dung Olt; Bien de chinh siia hanh vi lien nhan each thich nghi sai, (lac biet la hanh vi bu6n ba va hien chitin (Buttell, 2002; Hull & Kirst — Ashman, 2004). Viec huan luyen nay phoi hop ca li thuyet ve hoc va nhung nguyen tac chinh sua hanh vi, tau su phan biet rti rang gifia hAnh vi kien dinh va hanh vi hi'eu chien. Kirst-Ashman, K. K., & Hull. G. H., Jr. (2001). Generalist pracitce with organizations and communities (2" d ed.) Belmont, CA: Brooks/Cole. 188
Hanh vi higu chign thuang dude boc to bang la het va de doa, bang Cu chi tay than, cd thg. Hanh vi nay de doa ngUai khac. Hanh vi kien dinh, ngudc lai, la hanh vi co ki'gin sok, co muc dish va tap trung. Hanh vi nay dude thigt ke de nguati khac tham gia va chit Sr dgn nhung gi nguti tao hanh vi not ra. Viet huan luyen hanh vi kien dinh tap trung vac) nhung hanh vi cu the eg the hoc dude va ap dung cho met boat tinh hugng khac nhau. Albert va Emmons (2001) trinh bay me hinh huan luyen sp kien dinh theo tang buck met nhu sau: Blierc 1: Xem xet Minh vi cua ban. Ban et; hai long v6i mgi quan he cila ban khong? Ban ce kien dinh vol ban than ban khong? Hay danh gia ban than cam thay nhu the nao vg hanh vi cala ban &Jac 2: Ghi lai nhung bigu hien kien dinh dm ban. Ghi lai nhung tinh hugng trong do ban phiin ting met each kien dinh va nhang tinh hugng nguoc lai, ca nhung tinh hugng ban tranh de: ban khong buec minh phai the hien tinh kien dinh. Bdeic 3: Dat ra nhung muc tieu thUc tgcho ban than. Xac dinh nhung tinh hugng trong do ban mugn to ra kien dinh hdn. Bat (tau bang met tinh hugng nha, rui ro th'ap dg co co hei thanh tong lem hdn Bute 4: Tap trung vac) tinh hugng Cu thg. Nham mat vao, Wang Wong ban xa li tinh hugng nhu thg nao. Hay Wang trung cite chi tigt that sinh dong. Cam giac caa ban tai thai digm de va sau do co nhung gi? Bade 5: Xem Iai cac hanh vi caa ban trong sigh met tinh hugng cu the nao do flint la giong nOi, net mat, cif chi, anh mat... Hay nhan biet nhung hanh vi phan anh hanh vi khong kien dinh va nhung hanh vi phan anh dude su kien dinh. &the 6: Quan sat met me hinh the hien su kien dinh. Xem ai do xa If met tinh hugng trung tij veil hanh vi kien dinh. Nhung dieu gi trong hanh vi ena ho the hien cu the su kien dinh? Bit& 7: Can nhac nhung phan &ng kien dinh khac. Xac dinh nhung phan ang bang lai va phi ldi khhe có thg dude su dung trong tinh hugng cu thg ffiteic 8: NhAm mat lai va Wang Wong ban than dang su dung nhung hanh vi khac tren. Qua tri Wang trung tich cue, hay thUc hanh su dung nhang hanh vi kien dinh do a tinh hugng that en the. 189
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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
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Co rat nhigu mo hinh day each giao
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chuyen voi. Vi du trong suet butii
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Cac aging diep "toi" khOng dg 16i,
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cam thgy digu ma ban dai cam thay.
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Cac mue tieu to van can cu thd va r
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dau su danh gin dia ho van mang tin
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thoa man trong hen nhan, Chi s6 Tho
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TOM TAT ChuOng nay tap trung vao qu
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gio-ng nhau. Dieu cot yeu nhal cua
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4. Phan anh dya tren tinh hitting c
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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 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: dich dieu tri la chi ra rang khach
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
Page 215 and 216: 7. Hay kien nhan vi ski Lisp sac ci
Page 217 and 218: each not vg nhung (lieu ma ho da di
Page 219 and 220: 3. Phai gig dinh rang ban kh6ng the
Page 221 and 222: Phai c6 trach nhipm tgi khach hang
Page 223 and 224: cling -nhu Id nang ma nhan vien CTX
Page 225 and 226: Trail hanh can thi4p Qua trinh can
Page 227 and 228: Lu8n phai xem xet m6i quan he this
Page 229 and 230: 3. Hay tan ra nhung Iniac en the de
Page 231 and 232: met eau chuyen mai bang each suy ng
Page 233 and 234: song vg nhan each, y thitc, deng ly
Page 235 and 236: 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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