BAI GIANG CONG TAC XA HOI

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each gitip do kik nhtt nggai gidp gia dinh la phai hilt het vg van de eim khach hang sau do duo ra met loot the each chga tri ma khong he danh chin thai gian nee) de tim hik dac diem rieng, nhung hoar' thnh va van de rieng tha titng ea nhan. Ngoati ra, tinh than thgc con co ngg Y rang nggai ghip tra met each trung thgc nhCing tau hal ma killing a all phOng thu. Nhan vien thug bac xa hei than thud se tra lai khach hang mot each rat quan tam bang each sit dung nen nga khach hang co the' hik &Mc chic killing phai la sit dung the tit chuyen m6n hay t6 ra ye xa each, trich thuong. Cac bieu hien cua su than thus Cormier va Nurius t cho rang ea 5 hien hien caa sg than thgc la "hanh vi nen tit cb tinh khich le, hanh vi clang vai, tfnh kien dinh, tfnh tg nhien va tinh cat ma" (trg. 69). Nhang hanh vi phi ngon tit c6 tinh khich 18 duct the then a to the ng6i hdi Iniong ve phia trgoe va nhin vac) khach hang (Ilk phi hap van phong tut va van hed). NhiTing hanh vi &mg vai la khi nhan vien CTXH tg cam thay hai long hoac khong hi go be trong vi tr1, vai cita minh va do do thay kh8ng can thigt phai nhan manh vai tro vi tri tha minh. Hon Mita, nhan vien tong tae xa hoi khong phai "dong vai" trong khi lam vile bai vi hg thgc sit muon a day a ginp khach hang. Tinh kien dinh la sg thong nit& kik dinh trong hanh vi, cam gine va y nghi cim nhan vien CTXH. Can phai the hien chan thue nhgng cam gine cua minh trong khi phOng van khach hang thay vi co/ phai the giau hay phi nhan cam giac caa minh. Tinh nhi8n khong ggIng ep la kha nang phan ling hoc the hien ban than met each to nhien khong hi gO ho. Tuy nhien, trong trtiang hop co . cam giac nhiing cam giac tieu cite del vai khach hang thi khong nen be to nay ra nlu khong can tra vies gitim do ho. Tinh cat ma la sti son long cai ma mgt each hop li caa nab lam CTXH nham mue dich gitip khaeh hang nhan thay rang nhiing ngttai khac Cornier, S., & Nurius, P. S. (2003). Interviewing and change strategies for helpers (5' ed.). Pacific Grove, CA: Brooks/Cole. 27
cang da tang trai qua nhung dieu Wong 41, co earn gide Wring to vA do do co the tao dUng mei quan he On gni, hdp toe hdn vdi khach hang. Tuy nhien, ngu sv cal ma dO co dude dun gian la do nhu eau mu6n dude chia se caa nhan vien CTXH thi khong pha hdp va khong throe khuygn klatch. KT Wang dein giii Dien giai , cling gating nhu ki nang that' cam, la su phan ling bang lai not caa nhan vien cang tae xA hei dui vdi khAch hang ma vg ban chat la truygn tai nOi dung caa thong diep nhan dude tii khach hang. Trong khi phan Cing than cam thuang din to su than hiau cam giac vg thong diep, dien giai Hwang tap trung vao viec khach hang dang suy nghi gi hay dang lam gi. Dien giai cang có the dude dung a truygn tai nhung du lieu co lien quan. Nhung gi nhan vien tong Lac xa hei nghe dude va hieu dude nen doge kiem nghiem lai vdi khach hang theo each khong phai la bat chadc y het. Nhan vien CTXH nen dung nhung tit quan trong ma khach hang da sa dung nham tom tat va lam sang to not dung eila thong diep. Hai vi du dal,' dui% day la nhting vi du ye ki nang (lien giai khi lam viec vdi khach hang. Nam vi du tigp theo la tinh hueng cho ban thuc hanh (hen giai. 1. Khach hang: T8i &tang nhu kheing the lam cho moi chuyen em dep. TOi het tign, xe cua tai hang, hog don phai thanh toan cluing chat, va &Ong viec thi Chang di den dau. Toi thue su muen di hoc tra lai nhung khOng du an chi tra ngay bay gin. . Ca ye nhu tai khOng the xoay sa &Mc. Toi muen co met Ong bac giau co va de lai cho tea thita ke. Nhan vien CTXH: Ban dang thieu tien, hoe dun phai thanh torn dang cluing chat, ban muen dude tik tut hoc nhung ban khOng thay co each nao a lam dude diet' do. 2. Khach hang: Ka' to khi thong tei gap gd nhau, Lei da lam dude nhieu chuyen tet hon. T8i da cO the not dude vdi vd tOi ve nhung gi da xay ra vdi tai twee day. T6i da có the Chu tri cat buei hop nhan vien ma khong bi cam Mac ho se gian du vdi tea. Va tai nhan thay minh khOng con ngai viec day som vao buei sang a di lam. Nhan vien CTXH: Ban clang thay minh tai and hurl vdi vd va ban da có the lanh dao dude cac nhan vien trong cling ti. 28
Page 1 and 2: DAI HQC DAN LAP THANG LONG BAI GIAN
Page 3 and 4: 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
Page 11 and 12: Giong mai Giong noi nen phii hdp vo
Page 13 and 14: loan tam li, tang thang, met mOi tr
Page 15 and 16: 5. Mat nhin-tiep xbc qua anh mat, n
Page 17 and 18: clang tim giai phap cho van de va k
Page 19 and 20: Clip di;, 2: Ban dang cam thgy that
Page 21 and 22: 8. Met co be 12 tuth bi anh trai qu
Page 23 and 24: 1. Khach hang: Gan day tai cam thgy
Page 25: 9. Khach hang: Chgng tea co van de
Page 29 and 30: Khi nhan vien CTXH nghe eau chuyen
Page 31 and 32: • Nen dat cau hOi tap trung vao n
Page 33 and 34: 3. Khach hang: "Anh ta sa vao nhung
Page 35 and 36: Cau hOi theo trial hoc Socrat "Khon
Page 37 and 38: 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
Page 49 and 50: 4. Benh nhan noi trn nam trong trai
Page 51 and 52: Citu hal lam sang to van de: Anh ma
Page 53 and 54: 17. MOt ngtieti ta nang thon ra ThU
Page 55 and 56: + Van ban xac dinh tinh trang caa k
Page 57 and 58: mat thcii dO it than thtinh, cat ma
Page 59 and 60: Ngu6n got chinh xac cua the yeti t6
Page 61 and 62: NOi Ivo Su thgp kern Su but bOi S2f
Page 63 and 64: 64 1. Can be nay dang d giai doan n
Page 65 and 66: • de kgt hop sieu ca nhan ma khac
Page 67 and 68: mei truang 'et/ nhien caa ngtiai do
Page 69 and 70: • Nhang mang Judi quan he hien Mi
Page 71 and 72: • Cho rang co the doe &toe suy ng
Page 73 and 74: M6 hinh danh gia dua hen cac thirn?
Page 75 and 76: lap chile nang va Huang thanh tgt n
Page 77 and 78:
6.sa dung cach danh gia nham ttm ra
Page 79 and 80:
True III nham the hien bat ki dieu
Page 81 and 82:
• 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
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dich dieu tri la chi ra rang khach
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Hanh vi higu chign thuang dude boc
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Lange va Jakubowski (1976) thao lua
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Stt kien dinh ve cai tot. Su kien d
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clai eang hadng dan the ma tit nhan
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hai ben cai ma hon vdi nhau, ea hai
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1. Cai thien mtil quan he ciTa ban
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1. Hay danh vai phut de can nhac xe
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Jerry, ... tai ninon anh hit that M
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3. Nhung su kien kinh nien nhung kh
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giai doan the ha nay, su cang thing
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"dgu hieu ctinh bao Om" c6 the dace
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Bich vu tham ven". Nhieu nguai ehon
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cua moi ngudi va nen dude chgp then
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Chuang 6 THVC HANH PHAT HUY NQI LUC
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7. Hay kien nhan vi ski Lisp sac ci
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each not vg nhung (lieu ma ho da di
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3. Phai gig dinh rang ban kh6ng the
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Phai c6 trach nhipm tgi khach hang
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cling -nhu Id nang ma nhan vien CTX
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Trail hanh can thi4p Qua trinh can
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Lu8n phai xem xet m6i quan he this
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3. Hay tan ra nhung Iniac en the de
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met eau chuyen mai bang each suy ng
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song vg nhan each, y thitc, deng ly
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cua phu nu, b6 qua nhung digu nay l
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Phat huy th6 manh cho khach hang la
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4. Chu trong van dac diem rieng bie
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Cong tat vdi cac gia dinh la float
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Cac ranh gidi Cac ranh gioi la nhun
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Cac mii hinh doe nhet Cac mo hinh d
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nha tri lieu c6 the three xem la e6
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Chdng nao nha tri lieu gia dinh cli
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phan lan cua moi tong tae that hAnh
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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
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dinh. Co the la ve met tran cid bon
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Viec danh gia cac tinh hudng gia di
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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
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tre, met trai, met gai. Cac throng
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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
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thlic va d6i eau" va "khuyen khich
Page 287 and 288:
Sau giai down lam viec met minh, ng
Page 289 and 290:
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
Page 299 and 300:
Giai doan au Giai doan dau la thdi
Page 301 and 302:
chile c6 the hia chon nhung nguai c
Page 303 and 304:
nay e6 the la not quy ve phuong pha
Page 305 and 306:
ca nhan trong khi khep lai nhung le
Page 307 and 308:
khong tinh nguyen, cac thanh vien t
Page 309 and 310:
viec ma se de cap den nO trgc tip t
Page 311 and 312:
(3) met thai ki cuel trong do sp ta
Page 313 and 314:
nghe. Nhan vien CTXH cling co the g
Page 315 and 316:
Twang hop 8.1 Giai down giCia trong
Page 317 and 318:
• Cac thanh vien &No h6 trd trong
Page 319 and 320:
Chuang 9 CAN THI1P VAO CAC HE THONG
Page 321 and 322:
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
Page 331 and 332:
Cot trash nhiem chi ra ngudi chin t
Page 333 and 334:
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
Page 341 and 342:
nhat di thuyet phuc? Ca nhan nay se
Page 343 and 344:
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
Page 349 and 350:
thong tin, phan tich du lieu, chia
Page 351 and 352:
an giam et& hay nhfing ki nang khac
Page 353 and 354:
vu phi hop vdi von de. Can can nhac
Page 355 and 356:
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
Page 363 and 364:
Cac thiet ke . AB D6 hieu Wide the
Page 365 and 366:
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
Page 395 and 396:
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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