BAI GIANG CONG TAC XA HOI

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3. Khach hang: TOi bat qua tang con gai tbi dang eb can sa va met it giAy otter'. TOi da nghi ng6 tit mita he nay khi no di ye muon cung may nmiai ban va khi nam hoc bat dau, diem hoc ciM no kern dan. Khach hang: Chung tai vita chuyen den day to Nebraska. Nguai ta nOi rang co nhieu viec trong nganh xay dung a day. Hien tai cluing UM khong c6 chi a. Hai CM truck tea, vd toi va hai con nha phai ngu trong xe tai. Met canh sat noi chung tat co the nhd cac anh glut) da. 5. Khitch hang: Bac si cim tai noi toi can gap ban. Nam truck tbi bi tai nan va khong the di lam dude. Toi bi nga khOi thang xueng dat tit tren met gian khoan dau. Toi bi ran xttdng dui. Toi da co the di b8 dticic chilt it nhung van phai dung nang. Cu khoang 10 den 15 phtit toi lai thAy dau va phai ng6i xueng. Bac si da cho tea Tenynol 3 nhung chi do chat it. 6. Gap khach hang la met co con gai ca trong met gia dinh. Co ta noi: "Tit khi me toi mkt, be tai cu xu nhu the tai la ngtt6i phai ganh moi track nhiem gia dinh. TOi nAu nhung, rUa bat, gitlp cac em lam bai, nku boa trua cho chUng trtioc khi di ngti. Toi biet toi cung phai có trach nhiem lam viec trong gia dinh nhung be tai ding phai vay chit. Be chi noi Ong qua met va tot phai lam nlifing viec do". 7. Ban vii to each la nhan vien CTXH trong trttang hoc va ban phai gap khach hang la cO Quitero, met phu nu nguoi Tay Ban Nha, la me cite, met eau con trai. CO ta nOi: "TM khong hien &No. Ngay nao Pepe cling di hoc. Tai chat than ye dieu do. Khi no ye nha, tai hen no co chuyen gi xay ra, no da hoc gi, boa trtta caa no nhu the nao, ye tat ca nhung dieu ma cac be me den muen biet. NO luau brio tei no da lam cac bai tap a trUang, boa trtta cna no tot. Cho nen tOi van nghi moi chuyen deli en ca. Bay gia, anh lai noi vii tOi no da khong lam bai tap va no thi trttOt". Ki !fang tom tit TOm tat cling Wring ti nhu dien giAi chi khac la no bao gem luring thOng tin 16n hen dude cung cap bai khach hang. Ki nang nay co the dude dung hai, ba hay ben lan trong khi phang van nhu la met each de nhac lai chU diem, van de, nal dung va rine dich da de cap den. Tom tat cung la a giup khach hang tiep tut noi ye eau chuyen cfm. minh. 29
Khi nhan vien CTXH nghe eau chuyen cua khach hang, th yang thi ca khach hang va nhan vien CTXH dgu bat data cam thky lo sq. Biet each tom rat co thd giup to chtic hap li thOng tin va do do day nhanh qua trinh tim ra van rig, tranh hi lan man hay phAn tan. Duda day IA met vi du tom tat ena nhan vien CTXH. Vi du: Jim, nhu nheing gi nghe chide, toi thdy anh dd xcic dinh chide ba vein de quan trong. Thg nha anh dang cam the!), theit vong, vet tinh hinh dang tra nen tdi to how. Thg hat, anh vet Sue dei tranh cdi ve viec nen di nghi d gia dinh co cry hay tdi Nam California. Thu' ba, ed hai ngudi dei tranh cal ve ten gido va nen di nha the' new vi bon tre dd hdi. Vein de new anh they la quan trong nhed digidi quyei My gid? Ki nang lam sang M van dd Khi khach hang chia se nhung cam gine, y nghi, each cu )(if, cau chuyen, hi vong trong Wong lai Qua ho, nhan vien CTXH phai dam bao rang minh co the hidu dude Sr nghia cua nhung nem tit ha su dung, nhung tinh huSng cau chuyen xay ra, cac mire do cam giac cua khach hang va ea nhung digu khach hang mong main dat duct Thong thudng thi khach hang se gia dinh rang nhang thong tin ho truyan dat la day du, hoac nhan vien CTXH se hidu dude nhung W ho dien dat. Co nhang trong qua trinh phOng van thtiang IA lan thu nhat, thu hai, thlt ba khi gap gei khach hang, nhAn vien CTXH thttang khong chat chai n vg ban chat, nei dung,' nghia caa thong diep &lac truygn tai. Trong nhang tinh huiing nhu vay, nhan vien CTXH can phai lam sang to van de via khach hang de dam haa co thd hidu dting vkn de. Met each thin gian va hieu qua a lam duck digu nay la dat cau " Y anh/chi la gi khi not ?". Myc dick cua viec lam sang t6 van d'd Cho khach hang thky rung ban dang nghe nhung nei dung truygn tai la chua day di a co the hidu. Vi vay viec clei cung cap them thong tin la can thiet truck khi di xa hon. Thvong thi khach hang khOng co co hei dd suy nghi San ye van dg oua minh. Bang each bi yeu cau lam sang to van de, ban than ho phai tim each Iva chon cach din giai vkn dg cho minh va tV lam sang to vkn de cho minh trtiOc khi ho c6 the giai thich met each chInh xac 30
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 and 26: 9. Khach hang: Chgng tea co van de
Page 27: cang da tang trai qua nhung dieu Wo
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
Page 85 and 86:
nghien eau va thaang xuyen Wide cac
Page 87 and 88:
TOM TAT Chuang nay gidi thieu cho n
Page 89 and 90:
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
Page 187 and 188:
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
Page 197 and 198:
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
Page 237 and 238:
Phat huy th6 manh cho khach hang la
Page 239 and 240:
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
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
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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
Page 287 and 288:
Sau giai down lam viec met minh, ng
Page 289 and 290:
ThUeng thi torn tat nay se dude vig
Page 291 and 292:
3. Nhom phat trien uttoc thigt 1(6
Page 293 and 294:
• Lam viec cai ma vai cac nei lo
Page 295 and 296:
Met phtiOng phap lam tan bang la ch
Page 297 and 298:
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)
Page 327 and 328:
Doi khi quy trinh nay la true tiep,
Page 329 and 330:
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
Page 335 and 336:
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
Page 345 and 346:
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
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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
Page 359 and 360:
hoa eke ket qua cho bat cu ca nhan
Page 361 and 362:
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
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
Page 377 and 378:
chung, nhang nghien cau nay bao gai
Page 379 and 380:
cac xu huOng hoac cac me hinh có t
Page 381 and 382:
Cac thiet k6 nhom throe Ring a ta r
Page 383 and 384:
E ^. 0.) 40 • 35 30 25 • ♦ Ca
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an luyen nhOm da kgt auk. Diem caa
Page 387 and 388:
chuong trinh vol tarn thanh vien. C
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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
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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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