BAI GIANG CONG TAC XA HOI

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dycic the manh cua ho nghia la da gitip ho tien xa Han trong qua trinh giai quygt van de va cling 1a gitip chinh ban than ho. Huang clan trg giOp Nhan vien CTXH thtidng phai gaip khach hang hieu each su dung cac ki nang phat huy the manh. Simon (1994) got f met .56 each nhu sau: 1. Xay dung chtidng trinh dap ling d6Oc vdi sa thich, nhu eau cua khach hang va cac thanh vien trong tong dang. Dya vao nhu cau va so thich cua khach hang clang nhu the thanh vien trong Ong Bong, nhan vien CTXH c6 the tao ra thiOc cac chUong trinh hula ich vdi khach hang hcin la thu nhan dupe 1pi ich tit chinh the diming trinh. Tap trung can thiep tii khia canh cang thing c6 the phil hop vdi khach hang han la lam vide vdi tang khach hang mat. 2. Dam bao met (lieu rang khach hang va ceng dang cua ho they rat thuan Idi va tigp can duoc vdi the clutong trinh va dich vu h6 try. Vi ti cua trung tam trd gitip va vie(' khach hang c6 the ben can thicic bang cac phudng tien giao thOng ding thing la met each the hian stt ten trong vdi khach hang. 3. Din hai khach hang cling nhu chinh ban than minh phai c6 su nhiet tinh va no h e trong vide giai guy& van de. You tali khach hang phai cO trach nhiem vdi hohn canh cua ho qua vidc giai guy& van de se gulp ich nhieu hen la c6 giai quygt van de cho ho. 4. Dtta vat() the manh cua khach hang va Ong deng cua ho. The manh la thanh phan eat 16i trong vide tao kha nang. Chi khi can ba CTXH lam vide vdi the manh cua khach hang thi su thay dei mdi 66 the la lau del va on dinh. 5. Tim va xac dinh dttoc nhung can thiep d6i vdi yeu eau, van de cua khach hang. Tranh vies chi dung met phuong phap can thiep c6 dinh. Chi that hien met dang can thiep nhu thing lieu phap gia dinh se khong tim dude cac phtiong phap khac nhau ma khach hang c6 the can. De c6 the trd gitip chicle khach hang, can be CTXH phai c6 nhung can thiep khac nhau. 6. Phat trien kha nang lanh dao la uu tien trong thtic tien va chinh each. Khi phat tridn kha nang lanh dao, elnIng to cO the dam bno rang khach hang va Ong d6ng cua ho co' the phat trien ki nang N/A pinking phap cua Hong ho nharn thay doi hoan canh mei trttang xung quanh. 216
7. Hay kien nhan vi ski Lisp sac cif) thgt can thai gian va ski n6 lac lien tuck. Sii tiep stick la mot qua trinh can cal thin gian. Tuy nhien trong mot yin tinh huting trong chd skt thay dgi IA khong the. Can phdi nhan thay rang ngudi ta c6 the eó dude nhigu tan khi to tao ra ski thay clew. Can 1)0 CTXH bigt kien nhan trd gitip klnich hang se dude dgn dap khi khach hang dm ho lien tigp Lao ra ski thay dal nhd vac) khd nang eua chinh ho. 8. Lien tuck danh gia v6 khd nang eda can bo CTXH. CO met eau nOi trong nghg nay rang cluing ta khOng the mong cho kluich hang lam dude nIning gi cluing ta chua lam dude. Dc higu mot each rE) nhai ski n6 lye cud klnich hang trong qua trinh tigp sag nay la chinh can hi) CTXH phai nri lac va phai thanh gong. 9. Hay &mg nhfing hieu bigt vg did phudng de Lao ra then qua. Thong qua vigc sU dung kign thaw va higu bigt tinh hinh chinh tri 6 dja phtiOng, can he? CTXH có thg de clang hdn trong vice tao ra ski thay d6i cho khiich hang. Nhing gdi y then co the giiip oho can be) CTXH trong cat hoat thing iigp sac cho khach hang. Tuy nhien, trd gitlp khhch hang thge haen eac hoat dOng tigp sae dOi hdi can be? CTXH phai sn dung nhigu hdn nhfing gdi y tren. Can hi? CTXH thudng phai lam vies vii khach hang va ceing Eking chtia có nhigu kinh nghigm trong vice sit dung ki nang va thg manh cUa mirth. Thong thudng, ho co met thai gian dal nghi rang luo thkie ski khong eki thg manh hay kha nang. Cac ca nhan nay khi sang trong mot cdng dung se khong can thigt phai hieu each vudt qua kali cdnh vi tai thin diem do lao khong dung thg manh va ki nang nhu la met nhom co t6 chat Vi vay ho thudng phai ehiu dung ciinh dOi ngheo, bi lam dung hoar xam tai. fig giup elm khach hang bigt each dung they manh va kith nang cam minh, Salechey (1997) gdi y phai ti6n hanh nhung nhiem vu sau: Kh8ng "dan nhan" khach hang Khi "clan nhiin" khach hang, chting ta khong thuc sa xem h9 nhu nhung ca the dde lap. Tii ngil Fa nhung ()hang died quan trong chimg La gi i toi khach hang va bang each dung nhfing to ngfi theo hiking tieu cue (dan nhan tieu vi du nhu MAI than, chUng La se lam cho khach hang va nhiling nguoi khac kith ditty dude kha nang va thg manh cua ho. 217
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
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5. Tao ranh glad 6. Tao bat can ban
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de hei one thanh vien gia dinh ye 5
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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 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: Chuang 6 THVC HANH PHAT HUY NQI LUC
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
Page 259 and 260: dinh. Co the la ve met tran cid bon
Page 261 and 262: Viec danh gia cac tinh hudng gia di
Page 263 and 264: 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
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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