BAI GIANG CONG TAC XA HOI

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1. Nen xem xet su phan khang a gee de tich ale. Phan khang chinh la su duong dau vdi nhang thay d6i trong cues song cua khach hang va day la met phan binh Hwang trong qua trinh tri lieu. 2. Khuygn khich khAch hang noi ye ski b6i va phan khAng cfm , he nham loai trii cam giac ye viec digu tri Ira thay dei se )(ay ra. 3. Lam cho khach hang nhan fink dude rang ski b6i va nghi net la binh thuong va ho khang nen nan chi bai chinh nhang phan cua ho. 4. Hay tao ra su thay de;i nhe de khach hang c6 the cam thay ho da thanh tong hon trong ding viec dang lam. Qua trinh tap duyet (Rehearsal). Tap duyet lai la met qua trinh thU (thong qua &Mg vai) cac bode se lien hanh trong tuong lai. Khach hang va nhan vien CTXH se ed the nhan ra va diking dau truck vdi bat ki tra ngai nao Arai su bol re, phan khang. Trong ki nang nay, nhan vien CTXH citing vai ngai ma khach hang se phai &icing dau va dua ra nhung phan hei sau khi thuc hien viec ding vai. Viec nay se try gitip khach hang thvc hien lee hoach hanh do, ng cua ho. ray dung c&t truyen la ki nang thitang lien quan nha:t den lieu phap ke chuyen. Tit quan diem thus hanh dua vao the manh, xay Ong cot truyen lam cho khach hang nhin nhan tinh hu6ng theo chign Iniong tich cue hon la nhin nhan van de khang the giai guy& chicle. Bang each nghe eau chuyen cua ho, khach hang et') the Wang Wong ra met can chuyen mdi cu met each nhin dude dan x'ep. Nhting khach hang van nhin cuee song theo nghia Heil cue cO the có cai nhin khac thong qua viec xay dung eat truyen. Trong viec xay dung cot truyen, khach hang dude try ginp de phat triers met con chuyen mdi nhung cot lei oua ket qua ua chueng. Nhan vien CTXH se dat nhung eau hai nhu sau: —Nhung gi ban dang hinh dung bay gid ce khac biet gi so van nhcing gi ban da Bing hinh dung? — Ban se lam gi khdc trong cau chuyen mdi cua minh? —Ai se vui cho ban vdi nhung lc& qua kha quan nay? Nhung eau Lai nay khien khach hang nghi ve met can chuyen mdi ma ho vigt ve ban than qua su thay dei tich cue da dat dude. Khach hang tao ra 232
met eau chuyen mai bang each suy nghi ye nth:mg cau hOi cita nhan vien CTXH. NMing cau hOi nay khuygn khich khach hang noi ye nhiing thanh cong am ho khi giai quygt van dg trong qua khit va nhiing thanh cong ho có chide hien tai. Qua viec xay thing cot truyen, khach hang dude tiep them sue manh vi ho biet den cuec sting mdi cUa minh va nhfing y nghi cua ski thay Cac cau chuyen thuang dude tang euang thong qua viec xac nhan cua ngttai khae ye su thay d6i cua khach hang. Nhan vien CTXH c6 the gal Y khach hang nen hai nguai khac da chiing kien su thay dei nay va danh gia vg chting. Nhu va, y, eau chuyen da dude cling co. ray dung va ap dung mang IU6i tro gi6p to nhion :Thanh phan quan trong cua giai doan can thiep trong thtle hanh dhia vao the manh 1a xay dung va hp dung mang lath trd ginp tti nhien. Ban be, gia Binh cling vdi cac nhOm trd gitip dong vai tra quan trong trong viec Lao citing sti,tu tin elm khach hang va tra gulp ha vai nthang thay d6i ma ho that hien. Mei quan he hen nhan nay cho khach hang e6 ST HIM vg ban than Ira Mho hp sa trd gitip. NhAn vien CTXH trd gitip khach hang xay dung va su dung mang lath trd gin') bang each khuyen khich khach hang nghi den nhung ngliai luon ling he, ga'n gni, va sail sang giem dd ho khuygn khich ho tim den nhung ngttai nay khi can den su trd gidp. Co vu sat thanh tong. NhUng lai khen ena nhAn vien CTXH khong chi la nham mac dieh lam cho khach hang cam they vui hdn ma lei khen phai dva vao thtic t6. Ki nang nay trd gitip khach hang Net dude ye nhung thanh cong va tra nen to tin vg ban than. Lai khen khign cho nhan vien CTXH lay dUcte cac thong tin tit tinh hueng van de. NhUng phan ling cua khach hang vai lei khen ea the la nhung du lieu mdi dan tai nhfing hieu biet sal., hdn vg tinhhuayng cua khach hang. De Jong va Berg (2002), tim ra cac loai lei khen khac nhau nhu sau: 1. Khen true tiep bao gam nhting phan ling cua nhan vien CTXH \TM khach hang khi phan Ung true tiep vdi mOt cligu gi do ma khach hang da dat dude. 2. Khen gian tiep thuang a dang cau hoi va cO the the hien st1 nguang me, hoac ddn gian la dat ra nhiing cau hai ma nhan vien CTXH bigt cau tra lei se la tich cut. 233
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
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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
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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 and 228: Lu8n phai xem xet m6i quan he this
Page 229: 3. Hay tan ra nhung Iniac en the de
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
Page 279 and 280: 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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