BAI GIANG CONG TAC XA HOI

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Ho cling cho rang the bac si kfiling the chi chti y den the manh ma con phai clad ST den at van de cna khach hang a 06 the giai guy& Laic no. Dieu nay cho thgy su khac nhau giva phuong phap Mang thugc va phuong Lap thkic hanh dua vao the manh. Trong met phuong phap thi traeh nhiem chink cim khach hang la dua vao Lan vice CTXH. Vdi phuong phap khac thi tragh nhiem ci'm khach hang lai dua nhieu hdn vao chink ban than. Thkic hanh La vao gemg the xd hei cd nghia la Theo met khia canh nao do thi moi that nhan vien CTXH lam se dkia tren su tro Lip khhch hang phat hien. Ming cho v3 kham phd kha ming cua ho, tro giup ho dat Loc. mug Lieu, gitip ho nhan ra Log tide vong cua minh, giei toa su de the va lo au (Salecbey, 1997. T3). Trong tam cada eau Li nay clad trong vao vai tro cem nhan vien CTXH trong vice try gitip khach hang giAi guy& vein de ILA dat Lye mug tieu. Cac van de se Laic Mai quyet qua vies sit dung the manh va ki ming La khach hang. Vai tro cua nhan vien CTXH la phai dua ra phuong phap phat trien va khai thee nhung the manh nay. Salethey (1997) cho rang nam guy tag sau la rign tang La phuong phap thug hanh dua vao the manh: 1. Moi GA nhan, nh6m, gia dinh va cong d6ng Tea c6 thA manh Khong phai tat ea moi ngtgai deu y thug dude rang ho e6 mot the manh nao do. Chung ta thudng co V nghi rang minh hoan town khang c6 kha nang nhan ra s 1e manh gem ban than hoac ciia nhung ngUbi khac. Doi khi can phhi bat clau lai va chi don gian la hay chil trong vao nhung dagi hieu cho thay the manh va kha nang ci'm khach hang de c6 the HO gitip ho. Khi hieu dude khhch hang, chting ta se co the dan dan Mint hien nhung the manh khac cua ho. 2. Bi ton thudng, bi lam dung, banh tat va kh6 khan G6 the la nhEmg dieu tai hal, nhung d6 cling có the nhCing thic thach va cd heia khi kh6 co the hieu rang mot tinh hugng kh6 khan lai gti the tao ra sue manh va co Ilea Nhung khi nhin lai, se la rat la net' ehting ta khemg nhin thay nhfing gi ehting ta co dude tai nhung kh6 khan do. Nhung gi dat duce e6 the la mot each suy nghi mdi ve moi thil, met su thau hieu ban than. hoac ding et,' the la hoe dude meg ki nang mdi. Chting ta c6 Log sue manh nay IA do có su Laing dal" vdi nhung MI6 khan trong cues sting. 220
3. Phai gig dinh rang ban kh6ng the' biet het gigg han kha nang cOa khach hang va hay coi trong nhEing udc vong cria ca nhan khach hang, caa nhorn va coa tong Tong Thang thi cluing ta luen loon nghi rang khach hang et") met kha nang dinh nap de. Va khi ho qua tham vong thi dOi khi cluing ta lai can tra thanh ding cem ho. Moi khach hang can phai &mg xem nhu la nhung ngiioi hoan Man c6 kha nang dat dupe nhung rtde vong. Nhigm vu ciaa chting ta la khang dupe can tra ho ma OM) tim each khuyen khich hp. 4. ChOng ta phut vu khach hang tat nhat bang each Ong tag yeti ho Thgeng thi trong khi thtic hanh tong tac xa hei, cluing ta moan tong tac yin khach hang nhung Ihi khong thus hien dupe do quan tam den vin de. a lion hoac chung ta khong deng 9 yea nhung gi khach cua chting La thi hang muen lam. Cong Oa la met hinh theta quan trong trong flute hanh. Khi cluing La killing (Xing tac nghia la chting ta khang khuyen khich klnich hang hoac trd critip ho. 5. Bat Ire van d6 nao deu co nhOng giai phap trem nano Mac WA Li khi co nhfing tinh hueng co ye Mat it them nang hdn nhung tinh hueng khac nhung attic ra khOng phai nhu vgy. Vi du nhu trong vgn de lien quan den thu nhap thrip, 6ra dau benh tat, con chi hit hang thi deal luem co nhung the manh de. khai tithe. Vige eO the etng dung nhCing guy tac nay trong that hAnh la met ki nang quan trong nhan vien CTXH phai co. PI -Mt hien ra they manh trong Inca hohn crinh c6 nghia IA ban da co the trp gitip throe khach hang. Vic phat hien ra the numb trong tang tinh huoMg Can khach hang khong chi don gian la phat hien va ghi liti nhung the marsh do. ma no con doi hei phai tao ra met nen tang can ban trong pluidng phap cent nhan Men CTXH. Met phan trong xu huffing nay la nhan vien CTXH luen ton trong va clht minh vao tinh hu6ng egia khach hang de nhin nhan chinh ban than WI the gith cua ho. ltheu then met each khac, khach hang phai dupe coi trong hdn cite vin de tin* vg Ii thuyet trong qua trinh nit ginp (De Jong & Miller, T 729- 730). Mac da chting ta hoar' toan ring ho vice se dung It thuygt, nhung digu quan trong IA phai nhan ra rang chc quan diem vi the manh del hOi met mite de tin Wang van kha nang ciia khAch hang de bi6t dude dieu gi IA tat nhat cho ho va phudng phap nao la tat nhaIt de dat dude digu nay. 221
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)
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KT thuat ma to yin dg De Jong va Be
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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 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: each not vg nhung (lieu ma ho da di
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
Page 265 and 266: Trong qua trinh danh gia , c6 the l
Page 267 and 268: 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
Page 405 and 406:
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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