BAI GIANG CONG TAC XA HOI

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• Nhang ngUni khde khong sail long giai quygt cai and vdi mau thuan hay tham chi chap nhan so tan tai ena mau than. Vige thigu long tin khong the dua met nhom vudt qua mau thuan va di vao giai doan tiep theo. Thigu long tin co the mang lai the thai de, danh grid t8 mot so thanh vien. Ltie nay, can b0 can khong dinh minh va dat ra cac chi clan cho nhung hanh vi thy dung lOng tin ngu chUng data dude dat ra t3 trade. Them vac, do, viec xay dung long tin dude trd gitip trong qua trinh thong qua viec sit dung the ki nang thu nhan nhu Fang nghe, thou cam, than thanh va to tit 18 vg ban than (Corey, & Corey, 2002). Thief lap dude long tin trong nhom khong de. Tuy nhien, nhu da not trude, mot so nhom da sit dung viec ante tap trong giai doan dau Hen de lam tan bang va thy dking long tin. NhBng bai thue tap nay ginp cac thanh vien tra nen quen thu8c lan nhau va cai ma trao clei. Met trong nhiing dang bai tap IA "t61 mat" Toseland va Rivas (2001) mo CA clang bai tap d6 nhu eau: "Cat thanh vien dude yeu eau vigt ra met digu ve minh ma ho se khOng bao giU tigt to vdi mot ngudi mdi quen. NOM lanh dm) nhom thu thap nhung digu tOi mat va doe len cho ca nhom. Cac thanh vigil se c6 gAng xae dinh nguoi da vigt mgd digu tigt 10, dua ra li do cho loo chon tha (trg. 193). BM thVe tap nay cho phep thanh viers Chia se thong tin theo met each kh8ng bi de dog. Khi the thAnh vien da hieu bigt nhau hem, bai tap nay eó the dude sft dung lai de xay dung long tin. Tao diau kien cho thanh vien tham gia va giao ago: Nhan vien CTXH co the tan digu kign cho su tham gia thong qua viec sa dung cac bai tap nhu "tgi mat". Thom ncia, cac lanh dao co the lam thanh vier' tham gia the thao luan the thanh vien bi'gt tiir dau rang nhom se cho phep the ca nhan neu len y kign vg phudng Inking ma ho mugn nh6m di theo. Melt digu quan trot-1g la phai dua tat ca thanh vien tham gia vao thao Iuan. He lam nhu vay, nhan vien CTXH can luon phai moi mai thanh viCn eó kign va phat bigu cam the tha ho. Viee the hien su quan tam thip long dgn nhcing ngUai not va ang h8 quan diem tha ho lA met each rat tot de too dieu kien cho ho tham gia va the hien minh. Mae dau met so' nguat trong nhom se mu6n chigm uu thg trong h8i thoai, nhung ngUai khfic lai do chi khong bigt e6 n8n not gi khong. Met viec quan trong cho su thanh ding eim nhom IA e6 the can bang hai phan (mg nay. Met ki nang t6 nhi ma nhan vien CTXH phai bigt de nang cao su giao tip la ki nang hoi y kign ngitea khae mot each 306
ca nhan trong khi khep lai nhung lei nhan xet cua cac thanh vien khac trong nhOm. Khi lam viec 'yeti nhung ngtfai chigm uu the trong hei thoai, digu quart trong la de cho ho the hien quan diem cila minh r6i chuyen hei thoai sang nhang ngtfai khac trong nhem. Chang han, met nglidi cif nOi mai. ban c6 the nal: "Toi nghi do la met y kign hay. Hay xem nhung thAnh vien khac nghi gi vfi dieu ban nor. Va sau do goi met thanh vien khac cho kign ngtiai dang chigm au the" nhan bigt ho khong con cc) hei then Only& nifa. Hay nghi v6 nhung yeti to co kha nang lam cho cac thanh vien khac earn that' thoai mai trong nhOm. Nhang yeti t6 nay bao g6m nhan xet td nguoi lanh dao Ung he muc dich cua nhom. Nhan xet nay the hien su thgu cam veil nhang not lo long thttong di kern v6 nhung trai nghiem mai me, va c6 the la su nhi'et tinh cna ngtfoi lanh dao vdi nhung digit sap xay ra. Su nhiet tinh va su re rang ve nhOm co the lam cac thanh vien dam nOi MM. Bang viec tham gia vao nhang hoat deng nay, ngttei lanh dao to ra chiec me hinh giao tigp va cluing dtfoc mong dui. Khi cac thanh vien bigt throe nhung digu mong dui, muc dich Ira cac muc Lieu nem ngadi lanh dao, ho se tim each tra thanh met phan cem nhung dieu do, ngu dieu de cling dap iing cac muc tieu cua ho. Viec dam bao rang nhom se thgc hien chac nang cho ho la met phan oda qua trinh ilia chon da n6i den td tru6c. Di xa hen naa la nhCing cam kgt bang viec ginp da cac thanh vien xac dinh nhCing muc tieu cua rieng minh, khich le ho tham gia vao giao tiOp nhieu bon nua. Khi cac ca nhan co muc tieu pith hop vdi cu call coo nhom, de cam kgt va tham gia cua ho tra nen ro rang hurt. Chang han, trong met nhOm giao due tam If cho gia dinh vai nhung [hien nien hu, met ngadi me co the tha:y rang muc Lieu ceta chi la mai quan he veil cau con trai Let hen c6 the dat dude thong qua viec chi tham gia vao nhom va hoan tat nhung muc dich cua nhom. Viec nay kInch le su tham gia ciia chi cling nhtt su giao tigp cilia chi vdi nhung thanh vien khac trong nhOm c6 hoan canh giOng nhau. Thigt lap hqp dOng nh6m Nth ca nhan: Cac hdp &mg trong ding tae nh6m 06 the bang mi. hoc &foe vigt ra. Nei chung, cac hop deng IA nhung thoa thuan dat duct giaa nhan vien CTXH va cac thanh vien trong nhom. Theo Schwartz (1976), v6 ban chit, viec lap hei &Mg trong nhOm g6m c6 ba ki nang: lam sang to muc dich, lam sang to cac vai trO va troth nhiem, dat dude cac phan het to nhung thanh vien. Mac dau chting to da 307
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
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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
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 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: nay e6 the la not quy ve phuong pha
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)
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
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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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