BAI GIANG CONG TAC XA HOI

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hohn thAnh dupe nhfing nhiem vu tam li hoc de giai tha khiang hoang va dat den trang thai can bang trong viec thee hien cac chile Mang xa hqi. CO neda la khach hang it nhat dat den mac thee hien eh& Mang da dinh trudc, c6 danh thoi gian vdi gia dinh va ban be, vui ye trd lqi trong cuec song. M6t vai khach hang c6 the quay tra lai mitt truck khang hoang trong khoing 6 Wan, trong khi nguiii kfthe can den 12 Wan hoac hdn the. vi cac chUdng trinh h6 tro hiem khi vtiot qua 10 dot tham van, trong met s6 tinh hu6ng khiang hoang, khach hang se van elnia quay tra lai dude mug eh& nang trade khach hang khi dich vu he trd ket thlic. Neu c6 tinh hue/1g nay, nhan vien CTXH phai giao cho khach hang nhting nhiem vu hay hoat dung tam 11 hoe de khach hang tiep tee to thee hien sau khi ket thtic tham van. Cac chien hicic tam linh hoc va nhan hoc NhAn vien CTXH dee xuat phht t3 cei re tam linh, vdi thing lee cUa tarn huh de lam cong the trd gitip gieng nhu ban chdt cua the hoat ding nhan dao xa hqi sd khai. Khi nhan vien CTXH tap trung nhieu hdn vao hoat dOng nghe nghiep ei a minh va cac boat ding trd giup phi ton giao phat then, se quan tam den tam linh va ton Oho giam di. Khong gieng nhiing ngUdi tien phong trong CTXH, nhan vien CTXH trong thd ki XX tranh nei tdi ton giao hay hnh idle tam linh ei a khach hang. Doi khi ski mien cudng nay xual phat n6i ski c ngai rang ho se bi coi la ngtidi thuyet du dao. Doi vdi nhting nhAn vien CTXH khac, dieu nay lai phan anh rang viec tham dO ve tin giao ciaa khach hang NS the bj cho la ski ap dat ye gia trj cua nguoi dieu trj len khach hang. NhCing nguoi khac tranh noi ve chit de nay vi ho nghi ngd lieu do co phai la each sit dung thoi gian didu tri hOp Ie hoac ieh elm khach hang khong. D01 khi ngUoi diet' tri tham chi lai sang htiong khac khi khach hang thin van de nay ra. Gan day, nhiing ngddi lam CTXH va nhung tong viec trd giup khac da bat dau nhan ra sue manh ma nhiing niem tin tin nglidng nay c6 the dem lai trong khd nang plane 116i cac clidn thddng va hi kith den hen den 161 nhal. Huang hudng giai gam nhieu niem tin vao van de nay la cila cac tae gia nhd Canda va Furman (1999), Van Hook, Hugen, va Aguilar (2001). Ho da hieu dude Sae manh va tam quan trong cua nhung gia tri tam linh trong viec nAm bat va ho trd khach hang. Canda va Furman Km y rang "CTXH vd cd ban la nghe cida tam linh — N6 giai thich do ton tai va nlidng Uu tien hang &hi can danh cho n6 trong 210
Bich vu tham ven". Nhieu nguai ehon CTXH la sq nghiep cua minh do tin nguang hay ton gee) cua tieing hp. Sq earn thong, quan tam den gia tri va pham each cua con netioi the hien d teeing nhan vien CTXH e6 lien quan trkie tie() den lOng tnic an trong tam linh cua ho (16i vai nhung not thong khi cua nguai kirk. Canda va Furman cling tuyen laa rang "Tam linh e6 the (Woe coi la mat phan trai nghiem dm con ngudi va vie(' lam ngtiai cua ho cling vai cac khia canh sinh hoc. tam li hoc va xa hei hoc". Tam linh gin]) met s6 ngudi c6 gang ley lai duoc nghia khdi the gidi vo nghia. Doi yei nguai khac, ne gitip ho hien re hon ban than va tra eau lied "Mac dich cua minh la gi?". Lint' Nap tarn linh va tin nguang clueing nhu ngay cang c6 vai trO thiet y6u hon (16i yin nhUng khach hang dang phdi devi mat vii cae sa kien nghiem trong nht( benh tat thap tit nhat sinh, met nguai than hay van de site klieg tram trong. Trong nhung tinh hieing nay va the tinh hueng Wong nhan vien CTXH nen dun ra vein de ton giao hay tarn linh vdi khach hang. Nhan vien CTXH da tong nhan ra tam quan trong cua nhilng yen de nay trong ret nhieu nhOm nguai thik so. Del vii nhfing nh6m kik nay, nha tha VA ton giao clang vai tro chinh trong cuec sting hang ngay cua ho va trong no" lac hieing tdi that' dai dae thu. Canda va Furman (1999) khi xem xet ve niem tin va gia tri cua mgt vai ten gido chinh, da xac dinh dupe nhung soi day co ban cua long trde an. li do lam viee vi tong bang xa hoi, vi ding hien Cho tong tae tro gitip. Nhan vien CTXH can biet cren su that la khach hang c6 the c6 nhUng niem tin va gia tri ton gee) hay tam linh chinh yeu, va phai biec dtioc nhUng diem Chung phi hien gitia the gift° li ton gilo. it nhaax ngutdi diet' tri can hOi khach hang ye Firth vac nay va Tang nghe can than khi khach hang )(he dinh ten giao vk nhilng niem tin khac cua ho de ley do lam ngu6n ha tre That hai trong viec tham do linh vac nay se can tra nhan vien CTXH trong vice hieu dude diem manh cua khach hang va diem tiem tang clei vii nhung khach hang khan. Cac chitin luqc kithn scat cuOc song khac Them vao hang loat eac chitin hide he. tra da mieu ti, mgt s6 chitin luxe khan duce phut then de gitip khach hang c6 sq kiam sok t6t hon Nei cues song cua ho. RAI nhigu, neu khong muen not la hau het the chitin hide 211
Page 1 and 2:
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
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can co them kinh nghiem vg thi cit"
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Kith* xe-p hang sythanh thao va tho
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"Li thuyet nen tang cua liOu phap 1
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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 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: "dgu hieu ctinh bao Om" c6 the dace
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
Page 251 and 252: phan lan cua moi tong tae that hAnh
Page 253 and 254: ean phai tip xuc lan (tau vdi gia d
Page 255 and 256: trinh bay va chap nhan quan diem ca
Page 257 and 258: 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
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
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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
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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