BAI GIANG CONG TAC XA HOI

dinh not them mac du t6i thgy Ong dang rat tut gian". Nhan vien CTXH se
tao cd hei cho Ong Parker phan ung vdi nhung gi nhan vien CTXH dang
cam day Mn la phan Ung vdi nhung lei binh Man.
N6u sau khi ap dung cach xung 116 trail ma khach hang lai bit gian,
frit nen to ye, but minh thi digu quan trong d6i vdi nhan vien CTXH la
phil t6 ra thong cam
Khi to ra thong cam, nghia la nhan vien CTXH ngay lap the da co phan
ling lai vdi nhung cam giac caa khach hang. Chinh each cu nay ang thai
dua ra mot thong diep rang nhung gi khach hang not la quan trong.
Dung nhung th6ng diep phi ngon ngu nham cho khach hang they
ring nhung gi anh ta/c6 ta clang trai qua la quan trong d6i vdi ban
Vi da: Khi to the to ra thoai mai va than thien el& vdi khach hang, the
la ban dang not vdi ngudi do la ban thue sti cai mu va khOng sd nghe nhung
gi ma anh ta bee IQ.
Chit trong cign dy'ng htc tea ski bao dam (stf cam 1(60: Khi cluing
ta chti trong den Ong lye va sg cam ke't thi c6 nghia la chi-mg ta dang thtic
ddy ho tao ra ski thay dol. Johnson va Yanca (2001) tim ra ba ygu t6 quan
trong trong viec tao ra Ong "Loai ba ski g6 bO, tao hi vong rang có th6
lam dude dieu gi de" giai guy& va'n de hoac hoan thanh nhiem vu cuing vdi
cac ap hie ben trong va nhCing n6' he de co the dat dude mac tieu". Ding lac
thudng dude mo ta nhu la met qua trinh khien cho ca nhan c6 th8 s tan sang
thgc hien met k6 hoach nao do. Trong thgc hanh dkia vao the manh, thing
luc caa khach hang co the dude auk day thong qua viec dung cac pluidng
phap phi nen ngii hoac co ng6n ngu ea the nham tang Wong m6i giao ti6p
giiia khdch hang va nhan vien CTXH. Th6ng qua sit cam thong, y chi, than
thanh, n8ng hau, nhAn vien CTXH co the tao ra nhung thay dai tich cue. Va
diet' nay Link day khach hang hoan thanh cOng viec va dat &Mc mac tieu.
Chti trong vao the manh va ski thanh cong caa khach hang se tao ra thing
va ski bao dam.
230
Shebib (2003) de ra cac ki nang sau de tao ra ding lac va sp bao dam.
1. Thao luan die hanh ding da lam va cac thanh cOng da dat dude.
2. Lam viec vdi khach hang de loaf frit nhfing 5 nghi sai tech va nhung
cuOc not chuyen co the lam ban than nan chi.