BAI GIANG CONG TAC XA HOI

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c6 nhung quyet dinh thuOc vg chuyen gia y tg. Tuy nhien theo quan diem vg phat huy not luc, viec dua ra guy& dinh nen cO su cOng tac ena ea hai ben bgt ki khi nao c6 the. Nhan vien CTXH ding can phai nhan ra nth-mg tinh hu6ng ma khAch hang cao wen c6 the dua ra dude guy& dinh hoot tao ra nhUng tinh huOng ma khach hang cao tu6i c6 the tham gia trong viec guy& dinh. Fast va Chaplin gdi y cat phlidng phap sau có the ap dung: Ca nhan hoa viec danh gia va len k6hoach Trong ca nhan hod viec danh gia va len kg hoach, khach hang cao tuot duct xem nhtt met ca nhan rieng biet vdi nhung pligm chgt va the' manh rieng. Mai quan he gitia khach hang cao tuen va nhan vien CTXH nen dua tren ski tin along Ian nhau. Khi nhan vien CTXH danh gia va len kg hoach vdi met ca nhan, nghia Ia ho dang tim kigm va thila nhan nthling phAm chgt ca nhan do, tim each tao cho khach hang c6 su dude su Mem soot del vat et* song cua no. Tim d6n ngu6n try gitip khac trong Ong long Tim kiem ngu6n trd giup khac la mei quan tam dei vdi khach hang cao tuei. Nhan vien CTXH can phai lam viec vii khach hang de tim ra nhUng nguen 14c nay va gitip ho thy thoai mai vdi viec dung nhung nguen try gitip tren. Hdn nita, su tr0 gilip ca nhan cua nhan vien CTXH trong viec tim kigm nhUng nguan try gitip khhe se tau ra met su thay d6i ion cho khach hang cao Wei. Mac du khach hang la nguai quygt dinh c6 tip nhan su tro giiip cua ban hay khong, ban cling luon phai de nghi gitip do. Dat kl hoach cho khUng hoing cap Khi lam viec vii khach hang, didn quan trong la phai trci gitip ho len kg hoach cho nhung khUng hoang cap. Dieu nay cho phep khach hang c6 the quygt dinh trudc khi tinh hugng khAn cap xay ra. Cyng tac lien tyc va digu chinh su quan tam Nhan vien CTXH lam viec vdi khach hang cao tuei can phai cO kg hoach lien tut de lien lac va tong tac vdi ho. nit nay khong deng nghia vdi viec that 66 m6i quan he vdi khach hang ma la gitip khach hang tim kigm su trd giup khde la khong dU. Dieu quan trong la phai phat huy dole the manh cua khach hang thOng qua viec tip rac tinting xuyen. 238
Phat huy th6 manh cho khach hang la nguti clang tinh Trong nhigu xa hei, nhilng ngttai d6ng tinh rei rang la khong co quygn han. Delois (1997) lieu goi moi nguei ehu Y rang nhung nguei dgng tinh da rat tich cute tham gia trong viec dai quygn binh ding. Be goi y rang khi met nguei tong khai vg tinh trang gioi tinh cua minh thi re rang nguei nay da tham gia vao qua trinh dOi quygn binh ding. Tuy nhien khong phai ai cling ding khai flint vay vi ho lo so bi mat gia dinh, mat (tong vies, mat quyen cham soc con cai, sa vao tinh trang trim cam va nghien ruqu, bi si nhuc. Chinh nhilng van dg nhu the da da'y nhilng ngubi &kg tinh vao tinh trang bi de nen va khang có quyen binh ding. Khi tre glop khach hang la nhiing nguM dCing tinh, nhan vien CTXH can phai gifip da ho chap nhan Dive te' ho la ai, deing thUi xec dinh nhilng hoan canh, tinh hugng ma khach hang cam thy bi yen the nhgt va tim each Mtip ho y tithe vg ban than va to ten trong nhu met con nguot. Barret va Logan (2002) goi nhan vien CTXH can phai tht.tc hien nhiing viec nhu sau: 1. Kham phi va thu thach voi nhting dinh kik vg clOng 2. Tao cho khach hang la d6ng tinh nu c6 co hei tik xuc vdi cac tong deng nu gi6i. 3. Hik va dinh gia cao sti Mao khan cila viec chap nhan xu htteng tinh (Inc d6ng gidi. Delois (1997) dua ra nhilng goi sau khi tro giap khach hang deng tinh: Tao ra mat lien minh tin cay Ian nhau trong mat moi tracing an toan giCra nhan vien CTXH yea khach hang d6ng tinh Mot quan he gia nhan vien CTXH vdi khach hang phai dua tren ngn tang cim stt tin cay va try gidp. Nhan vien CTXH can tao cho khach hang co met mei trueng khang chi chap nhan ho ma con ling he tinh trang gioi tinh cUa ho, phai can thief) dung phticing phap phat huy thg manh cfmg nhu la cac platOng phap khac de có th6 dung tree lap truang dei quy6n loi cho khach hang vg luat phap va chinh tri. Trd ghip khach hang nhan that dirdc cac yeu t6 xa hiii trong cu*c sang va giap ha throng dau vdi chong Khach hang del khi kheng nhan thfic duct cac yeu t6 xa hei có anh httong nhu the" ilk den cues song ben trong cua ho. Tro giup khach hang 239
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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
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nhdc dinh to tit. Khach hang c6 ngu
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Theo Lewis uez dthzg szt (2002): "K
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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 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: cua phu nu, b6 qua nhung digu nay l
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
Page 281 and 282: nam va n3, va cac trung tam cong de
Page 283 and 284: Me hinh chila benh nhan manh vao sV
Page 285 and 286: 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
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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