BAI GIANG CONG TAC XA HOI

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cua nhom bleu ra nhOm nay lam tic nang gi, ho se ft mien Wong hdn de tra thanh met phan ena nh6m va se san lOng hdn trong viec giai quygt van de cua minh. Cite ki thuat giAi guy& the hAnh vi Trong vies dgi mat vdi cac hanh vi kho chin, nhan vien CTXH nen cAnh glee vg nhung yeti t6 co the gay ra nhfing hanh vi nay. it khi cac thanh vien trong nh6m to ra kh6 chin khi kh8ng co 11 do gi. Viec bigt if do va co the giai quyet no trong hoat dOng nhOm se lam duoc rat nhigu de ngan than hanh vi do. Cac hanh vi co van dg nen dupe xem xet khi nay sinh to cac ca nhan. Nhfing hanh vi d6 00 the phan anh ban chat ttiOng Y cam ngtfai de hoac co the la trieu chling caa met mth quan tam chicle Chia se bai cac thanh vien khdc nhau. it khi nhan vien CTXH la nguyen nhAn cua cac hanh vi do, ye dude khuyen khong nen ca nhan hoa Khi giai quyth cac hanh vi kith chiu, digu quan trong la phai nhd rang day Fa mot co hei hoc tap khOng chi cho ca nhan ma con cho ca nhom. Viec mang lai thay dei trong cac ca nhan co the tao ski digu khien khi cac hanh vi kho chiu dine khao sat trong qua trinh hoat dung nhOm. Dieu nay doi hOi mot phuong phap tip can dan Wan a dua ra danh muc nhung viac can d6i mat vdi cac hanh vi ca nhan. Met van de thuang nay sinh trong nhom la lam the nao dE dth mat vdi nhung ngtioi doe chiem cac cube not chuyen Trong nhung truang hOp nay, nhan vien CTXH hay dm thanh vien khac trong nhom phai giai quyet that hop H. Met cd the de giai quyet truang hop nay la nhan vien CTXH chi ra nhling khia canh tich ctic cna van de ngtith do dang not dgn va not rang met digu quan trong la nhung nguai dang, khong va chua phat bieu can tham gia nhigu hdn vao cups not chuyen. Them vao do nhung ngutli dee chigm cac cube he'd thoai can duct you tau nhan phan h6i to nhung noel khac vg digu ho da not ma khOng dude nhan xer. Dieu nay cho cac thanh vien khac trong nhom co hth &toe not va giai guy& van de dE cho nguei doe chigm kia nggi ye Pang nghe. Mat phoing phap khac giai guy& hanh vi Mao chiu la yeu can sp cho nguei d6 den nhung thoa thuan ma ban da dua ra tit khi bat dau hoat deng nhom. Nhung thoa thuan nay bao gem cac you eau khac nhau lien quan den each tithe cac thanh vien lam vies trong nhom. Viec nhac nhd cac thanh vien nhfing Mktg den se ginp ho tuan theo cac guy Binh ca sa dO. 298
Ki thun't giai quygt bat d6ng: Khi met nhom di vao giai doan hoat deng, co the nay sinh bat dgng. NMI nhung trudng hqp khhc, nhan vier' CTXH la ngUai Met nhk de nhan ra bat dgng nay va su dung tinh Mang hien tai gia; quygt mai thuan trip tik. Su bat clOng thang nay sinh khi met nguei luu ST co melt dieu clang Men ra trong nhom. Digu quan trong la nhung nguei dang trai qua su bat thing giai quygt true ti6p ngay trong nhOm. Met phtiOng phap lam dude nhu v'hy la yeu eau nhung ngUei dang bat &Ong giai quygt van de trong khi nhom hoat deng. Toseand va Rivas (2001) gai 57' rang cac kl nang lam diu, thtiOng thutht, hoa giai va phan xit ditqc tign hanh trudc khi met su bat deng nay sinh c6 the lam xua tan nhung cam )(tic manh me. Uc phitong phap khac giai quygt bat dOng va mau thuan duoc than luan trong phan sau ciaa chuang. Ki thu6t xay thing sit tit nh4n tilde: Su to nhan thhic la met thanh phan quan trong de hoat deng nhom thanh tong. Khi the ca nhan di TAM ch6 to nhan thfic vg ban than, suy nghi, cam xtic va hanh vi cua minh, ho có the thich nghi vdi nhung digu xay ra ca ben trong va hen ngoai ho. De cho nhung thanh vien nhan thfic dude, ho phai giai quygt cac van c16 cua ho theo each ca nhan. Nhfing thanh vien khong thoai mai vdi chi ho coi la ch. 'drill cha ho nen dude khuyen khieh thao luan digu nay trong nhom va c6 the di xa hdn elk ch3 trinh Men ca tinh °Ua ho vdi the thanh vien met nhom khac khi clang hi quan sat. Reid (1997) not rang vies to hoc ca nhan nay co the a mat s6 clang, bao g6m: (1) cac hieu biet v6 vice hik ca tinh met nguai thong qua cac bai kie'm tra ve cac dac tinh va cam the khong nhan tilde, (2) thong qua viec hoc hai giva moi nguai trong hoat deng nhom khi ngUai do the hien cac hanh vi de moi thanh vien khac trong nhom phan Ung. Su phat tri‘n nh6m Met nhom eO the la d6ng (bat dau va kgt thiic trong met khung thei gian cu the, vdi cac thanh vien bat clan va kgt thtic thing nhau) hoac ma (cac thanh vien tham gia va rat khOi nhom vao cac thei diem khac nhau va vice kgt thilc nhom khong xac dinh vao met ngay cu the). Cac nhom, nhat la cac nhOm &mg di qua Mning giai doan phat trim dude xac dinh. Nhung giai doan nay da dude nhign nha li thuygt ban UM. Corey (2001) dan ra cac giai doan phat trim sau: (1) cac van de trudc khi thanh lap nhom hay thanh lap nham, (2) giai doan dau tien hay dinh inking va kham pha, (3) giai doan 299
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
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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
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
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: Met phtiOng phap lam tan bang la ch
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
Page 323 and 324: dieu tri cai nghien, nhang ngtibi m
Page 325 and 326: 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
Page 337 and 338: 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)
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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
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103. Preston. J. (1998). Integrativ
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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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