BAI GIANG CONG TAC XA HOI

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Monat va Lazarus (1991) xac dinh met s6 cnc chien kw de iing phO vOi chUng tang thing. Ba trong s6 nhang chi& ht6c itng pile duct silt dung plo8 bien nhet ap dung li thuyet ve hoc vat nguyen tic chinh saa hanh vi: (1) hinh tiOing tich cue. (2) luyen tap hit the, (3) luyen tap thu gian co bap. Day la nhfing ki ming giai guy& yen de filling thudng ma bgt e& ai cling deu co the silt dung met each bleu qua, bat ke tu6i Lac hay trang thhi sift khae. Hinh tuang tich a/c Trong hinh Wang tich Nu, nhan vien CTXH la ngudi taking d&n khach hang qua met inking doan Wang thuat dune )(Ay dung len nham gitip khach hang thu gian va tinh tam lai. Khung canh hay hoat dung c6 the duce nhan vien CTXH gni len hay do chinh '
Jerry, ... tai ninon anh hit that Mu veto vet gift hai the/ dO veti giay. Bay gill hay the/ ra vet tiep tue thd binh nuking. Nao, bib! gill Lai hit veto that set' u vet gift hai this do tat veto gid y. Tha ra vet Jul tiep tyc the binh thiteing. Anh dang ram thdy this gidn vet binh tinh, vet tri at, anh dang this theta.. Jerry, ... tfii nylon anh hit sa u vet thd ra, hit thu vet the ra, hit Mu vet thJ ra. Khi anh tiep tue hit sdu vet th.d ra, hay cam nhan edm gide tidy@ veil eau luang khong khi veto vet ra qua mai anh. Hay de y xem anh cam thdy that gian vet tinh tam nhbe the new. Hay tidy tut hit veto vet the/ ra vai giay nita vet tap trung veto vice cam nhan luting khong khi veto vet ra qua mai anh ... (No:mg lai 60 giay) Jerry... tai muon anh tiep tut hit Mu vet th) ra, hit Mu vet thJ ra. Khi anh tiep tue hit Mu vet tha ra, hay (fly den Min gidc hieing khong khi veto vet ra hai Id phoi. Hay cha y tat ldng ngtfc phang rdi xgp xuang khi anh hit veto vet thO ra. Hay tap trung veto earn gide Luang khong khi veto vet ra hai ld phdi nhtt the nao trong vet/ giay. Hay Ma 35 den vies anh dang cam thdy thu' gidn vet tinh tam nlut the (Ngiing lai 60 giay) KM Jery tap trung veto hai tho cern minh, anh ta then kheng nen'. v6 nhung digu anh ta lo King nua va tap trung chti y veto lang khong khi vac) vet ra kiloi cd the cUa anh ta. Viec nay khong nhiing gitip thu gian va tinh tarn, ma net eon lam tang Meng mau len nap va klnen anh ta sang suot tinh tao hon. Viec luyen tap hit the eh the' sit dung trong 5 phtit hoac nhigu hon. No gitip Jerry c6 (Moe mot ki thuat giam stress WI lo lang ma anh ta ce thg hp dung a moi Luc, moi ndi. Luy5n tap thu gi5n cc b5p Met ki thuat khac Mem soat stress va van sit dung dude a vet seinhang tang Mahe nhau. Kai luyen tap nay gitip khach hang chuyen trong tam chti y tit nhang gi anh ta dang lo lang sang cam gidc khi ed bap tang len va dude thil long ra. Viec nay se giup mang Lai cam gidc thu gian va tinh tam cho khach hang. Cach luyen tap nay clung lam tang luu thong man len nao be) va gni') khach hang cam they sang suoi tinh tan hdn. Chung ta se xem vi du sou day: Jerry, .. tai muecn anh nheim mdt tai vet ngdi tren ghe' Gang thodi mui cling tat. Hay hit mot hai that Mu, gift hai the do trong mot vai giay, vet rdi the ra. Tiep tut hit vet the'', hit vet tha Jerry, tot mudn anh ndm chat ban tay 203
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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
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Kithuat tang curing ban nga Duct tr
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Buac hai caa qua trinh la tao ra ma
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Rimm va Masters (1974) da dua ra me
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ttdc mall de gifi tri bang 10 diem
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ngoi tntec may vi tinh chdi tro chd
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KT thuat sir dung quan he sang tac
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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 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: 1. Hay danh vai phut de can nhac xe
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
Page 237 and 238: Phat huy th6 manh cho khach hang la
Page 239 and 240: 4. Chu trong van dac diem rieng bie
Page 241 and 242: Cong tat vdi cac gia dinh la float
Page 243 and 244: Cac ranh gidi Cac ranh gioi la nhun
Page 245 and 246: Cac mii hinh doe nhet Cac mo hinh d
Page 247 and 248: nha tri lieu c6 the three xem la e6
Page 249 and 250: 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)
Page 347 and 348:
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
Page 357 and 358:
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
Page 381 and 382:
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
Page 391 and 392:
Cac bie'n phu thuOc khac nhau: Hai
Page 393 and 394:
Float deng danh gia nen dupe gan bo
Page 395 and 396:
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
Page 401 and 402:
74. Lewin, K. (1951). Field theory
Page 403 and 404:
103. Preston. J. (1998). Integrativ
Page 405 and 406:
132. Sherman, A. (1973). Behavior m
Page 407:
Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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