BAI GIANG CONG TAC XA HOI

Lu8n phai xem xet m6i quan he this ban vdi khach hang d5 du' ban
chat a thgc hign ki nang "throng d5u"
Neu mei quail he \TM khach hang da dat den mile do tin cay tars nhau
thi nhan vien CTXH nen ap dung ki nang (Wong dau theo each ma khach
hang thay hau ich. Khi khong c6 su tin Wang Ian nhau, &Ring dau c6 the
don den su de phong. Hepworth, Rooney, va Larsen (2002) nhan manh tam
quan trong cim viec khong sit dung ki nang diking dau qua sdm. Ho cling
cho rang trong cac tinh huOng nguy hiem throng dau nen dUcic ap dung
khOng can xet den su phat triers trong rnal quan he gitla nhan vien CTXH
vdi khach hang.
Nhan vien CTXH cung nen xem xet tinh trang tinh th6n tut& khi ap
dung ki nang throng d5u
Neu khach hang clang hue bdi, anh ta/cO to c6 the se khong hieu ban
dang ndi gi va tai sao lai rant vay. Vi du, ngu Ong Parker CO ra rat bac gian
khi nOi chuyen vdi nhan vien CTXH thi by se khOng the glop Ong to hieu
dude each tiep can vdi bee si. Ong to c6 the tile gian vdi nhan vien CTXH vi
ho khong hieu tinh hudng dm Ong ta.
Sir dyng ki nang throng clgu chi khi th5y ca'n thief
Hay it si :t dung ki nang dlidng dau. Viec sii dung ki nang &icing dau
qua nhigu c6 the khiern cho khach hang khong the phan ang vdi flitting gi
ban noi hoac kitting /man quay lai chila tri. Viec sa dung qua nhieu c6 the
dan den tinh trang tranh cal va c6 the day khach hang ra xa.
Phil có su cam thong khi ap dyng ki nang duong d5u
Su gut S7 nay c6 anh huong den Id nang dudng dau cua khach hang.
Khi c6 su cam thOng thi khach hang se ap dung ki nang tithing cthu met
each hap li.
Hay maw ho la "tor trong khi ap dyng ki Wang diking d5u
Rung ho la toi se clan den nhung cuec nOi chuyen cdi ma hdn bai vi
m6i nguai se phai chiu tranh nhiem ve nhung gi anh to lam. Dieu nay cho
phep ban khOng d6 lei cho hoan canh. Vi du, khi nhan vien CTXH nOi
chuyen vdi Ong Parker: thay vi not rang "Ong can noi nhieu hdn", thi nhan
vien CTXH nen dien dat ttmo each nhtt sau: "Toi ngac nhien rang Ong lai
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