BAI GIANG CONG TAC XA HOI

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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.
3. Hay tan ra nhung Iniac en the de dat chick mac tieu va ghi nhan thanh tong. 4. Hay ce vu khach hang khi ho tao ra dude bat ki ski thay d6i nao. 5. To hi vong va niem tin cho khach hang. Duy tri trong tam. Duy tri trong tarn la met qua trinh lam cho khach hang chil trong vao van de va kat qua thanh ding. ThOng thitang trong thkic hanh, khach hang se tim each tranh nhting tinh hueng khO ma ho tin rang khOng danh dude thanh ding. Bang each tro gitip khach hang duy tri trong tam vao k6 hoach ho da dat ra cho ban than, nhan vien CTXH khuy6n khich khach hang Mai guygt van de, ehu trong vao nhimg ket qua va thanh cong ma ho dat dude; digu nay se giilp ho tigp title dua ra nhdng quy'dt dinh có the can den su thay dth. Nhan wen CTXH duy tri trong tam bang each dua ho tra Lai tinh hueng trong tam va dung co` cac quyet dinh va k6 hoach ma ho da thkic hien. Thtiang thi nhung dien nay thick Hine Men thong qua phOng van met each than thien va cai mo. NO the trO gitip khach hang loai 136 cac chi tit vun vat de tim ra Mide ke ti6p. Bang each kham pha van de met each chi bet, nhan vien CTXH va khach hang se tap trung vao cac nhiem vu quan trong. Kiam tra mac do bea phan khang. B6i rill la phan fing ma rat nhieu khlich hang trai qua trong giai doan nhap cuec va can thiep. Khach hang co the cam thay b6i roi vdi nhiing cong vice ma ho phai lam va them chi con phan khang 1M nhfing no lac tro ghip cua nhan vien CTXH. Thudng thi nhan vien CTXH se del pha vol nhiing truong hop nay Wang each khOng lhm gi ca. ChUng nao ma khach hang khong thkic su chia se, thi ngtiai ta de dang ba qua n6 hic tao ra su thay el& thay vi phai d61 clan voi cac tinh hitting kh6 khan. Tuy nhien dieu nay la khOng thich hop trong thkic hanh cOng the xa het Gang tae xa hei la mang den su thay d6i, va nhan vien CTXH phai kien tri lam cho khach hang &tang dau duos vdi cac tinh huting kho khan. Chiang ta giai guy& tinh hu6ng nay bang each nhan ra su bei rOi va nOi chuyen vol khach hang. Su b6i rel nay nen thicic xem nhv IA binh thuang va tat ca moi ngudi den phai trai qua cam giac bat rOi hone su phan khang de thay d6i. Preston (1998) khOng tin rang phan khang la ski can tra ma chinh ne la met lieu phap. Corey (2001) de nghi Hen hanh cac bade sau de Ung phO v6i ski phan khang cua khach hang. 231
Page 1 and 2:
DAI HQC DAN LAP THANG LONG BAI GIAN
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myc Lyc Lèln6i4u 5 Lai moat/ 7 Chu
Page 5 and 6:
6 Chung toi hi vong rang khi cu6n s
Page 7 and 8:
8 nang xac dinh van de caa del Wong
Page 9 and 10:
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
Page 39 and 40:
Cau hai dank gia de khach hang din
Page 41 and 42:
Ban danh gib mOc dO hobn thanh nhil
Page 43 and 44:
Cau tra lei cam thong matt: Ban dan
Page 45 and 46:
Cau tra Itli quan tam tich cite mal
Page 47 and 48:
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
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khang thgy. Digm math chgt a day la
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h6a khac nhau. Tam yen P6 nay bao g
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Ch uang 5 PHAT TRIEN KT NANG D61 PH
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nghiep dude trubng nay!", thi khach
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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 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: Lu8n phai xem xet m6i quan he this
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
Page 269 and 270: 10. Moi nen van hon deu coi trong t
Page 271 and 272: Vi du nhan vien CTXH co the bat dau
Page 273 and 274: tre, met trai, met gai. Cac throng
Page 275 and 276: Cac qua trinh va phdang phap Thuc t
Page 277 and 278: 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.
Page 339 and 340:
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)
Page 347 and 348:
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
Page 369 and 370:
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
Page 373 and 374:
Dam manh va didm yea coa danh gia b
Page 375 and 376:
(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
Page 389 and 390:
trade va sau, met sg hoac tat ea ca
Page 391 and 392:
Cac bie'n phu thuOc khac nhau: Hai
Page 393 and 394:
Float deng danh gia nen dupe gan bo
Page 395 and 396:
z TOM TAT Chtidng nay dua ra dinh n
Page 397 and 398:
16. Canda, E. R. & Furman, L. D. (1
Page 399 and 400:
46. Gorey, K. M., Leslie, D. R., Mo
Page 401 and 402:
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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