BAI GIANG CONG TAC XA HOI

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thao luau vine lam sang to muc Bich, khi ne lien quan den nh6m, chUng to dam nh'gn manh vao tam quan trong caa vies trao d6i tha the thanh vien viii nhan vien CTXH lien quan den muc dich nay. Dieu quan trong trong cac nh6m khOng tinh nguyen la the thanh vien dude trao cho cd hei phan ung lai muc dich (Anderson, 1997). Sp phan ung nay dgi vdi muc Bich cua nhom tra nen quan trong khi ho gia nhap nh6m vi nhung digu ho cO the thu nhan tii day. Ngu mue lieu ehinh cua ho khong pha hdp vdi muc dich nh6m (day nen la met phan dm qua trinh tuyen dung va sang be trong giai doan dau), tot nhgt la moi ngudi duct hien digu nay. NO con tao cd hei cho the thanh vien cam kgt vdi nhOm va nhan the.), moi quan tam tha lanh dao den su tham gia va phei hop ena cac thanh vien trong qua trinh hoat Ong caa nhOm. Khi nhan vien CTXH lam re cac vai trO va trach nhiem trong vice thudng thuygt hdp (long, ho chia se nhung mong dui caa minh ve nhung digu xay ra trong nhom. Thong qua vice trao met each thing than vdi nhOm, ho se lam rd vai trO caa minh vdi to each la nhan vien CTXH. Trong met se nh6m, can bo, CTXH thing giu vai trO chuyen gia cung cap thong tin cho cac thanh vien trong nhom. 6 nhom khac, can be c6 vai tro tao digu kien cho cac euee not ehuyen. Vai tro caa cac thanh vien xun't hien sdm trong qua trinh hoat dung nhOm, va khi nang caa ho e6 pith hdp vdi vai trO trong hdp dgng la rat quan trong. Thong thdang, vai trO caa cac thanh vien c6 the chia nhO thanh nhung vai tro lam tang thong khi nang hoan thanh nhiem vu (vai trO nhiem vu), cac vai trO tao digu kien cho vies thue Men chile nang lien 'We caa nhom (vai tre duy tri). Cac hanh vi gin vdi cac vai tro nhiem vu bao gem: lo:y cac Y kien ngtthi kilt, day nguoi khac va giai thich chi tigt Sr kik caa ho. Nhung hanh vi duy tri hdn nua vai trO bao gem thoa hiep, ling nghe ngitai khac, va lam giam tang thing. Met thanh vien cO the clang nhigu hdn met vai tre, va danh muc nhung vai trO nay chAc than kh8ng bao gid het. Them nua, met so vai trO co the khOng dude time Men trong moi nhom. Tuy nhien at/ tham gia sdm caa cac thanh vien trong vice hoan thanh cac vai trO nligt dinh la quan trong cho qua trinh hdp d8ng trong nhom. Ki nang thU ba can den trong xay dung hdp d8ng IA tigp can voi phan h8i tit thanh vien. Tiep nhan phan hoi ce nghia la nhan vien CTXH chi ra au tigp nhan tell cac quan diem va khich le cac thanh vien n6i len s nghi vg muc dich va mue tieu cua nhom. Trong met so` nhOm, nhat IA nhung nh6m 308
khong tinh nguyen, cac thanh vien thtiOng co nhung h8 nghi va nghi ngai ye nhOm. Sn he) nghi nay có the giam 'cueing nett cac thAnh vien duet ti.1 do dila ra phan hei va not len the quan diem ve nhiing dieu xay ra trong nhom (Anderson, 1997). Mac dau dieu nay co the de doa to7 nhan vien CTXH d met mite do nao do song khong c6 no, kha nang thanh tong caa nhOm se ft di. Khang dinh ban than trong 'loan canh matt thua:n: Trong khi nhom dang hinh thanh, co nhang hoach va cac quan diem mau than gida cac thanh vien trong nhom. Mau than thing c6 the xay ra khi quyen he va sO kiem goat dean tranh a giai doan dau trong nhom. ChUng to cang thtiong coi mau than la met d6u hieu xdu, nhung trong thtle te, no có the co met se chile nang tich eye trong bSt ki nhOm nao. Mau than hay bSt deng Ye cac van de se mang lai dau to suy nghi trong qua trinh. Neu mau than duct giai guy& hep li, n6 c6 the lam tang ST Hite gan it& cua cac thanh vien vdi nguai khac, tang cuang sty cam ket ca by voi qua trinh, khich le km tiep tut tham gia nhom. Met nhiem vu ehinh cho nhan vien CTXH clan dat nhom la sit dung cac ki nang giai quyet mau than de dua the true dish cua nhOm di xa hon. Cae vi du dm nhiing ki nang nay la: ca nhan hoa, dao ngitec vai Ere, than cam, dat eau 116i, xoa dju, thliong thuyet va hoa giai. 1. Ca nhan hoe.. Ca nhan hoa met van de cho phep nhan vien CTXH dinh hutting lai troth nhiem vao del tudng cu the. Viet nay bao gem phan hoi cho cac thanh vien ve vai trO cua ho trong mau than d nhom thong qua cac eau TIM. nhti "Ban cam thay hue vi nhfing dieu ban noi khong dude tang nglie": "Ban earn th'Sy ban dal manh dan cung ego thong tin nhung khong ai nOi gi vat ban" va "Ban earn thSy bi ten thuong vi nhung § kien cOa ban khong dude xem xet nghiem Nhung loai eau nay khleh to the thanh vien len tieng ve nhung cam the ciia ho trong nhom va nhan trash nhiem (Anderson, 1997). 2. Dao nfloc vai tro. KT rang e ban ca dao ngtile vai tro la met thanh vien dong vai tr6 caa met ca nhan khac. Ca nhan db co the la thanh vien cua nhOm hay ai do ben ngoAi nh6m, nhu met thAnh vien gia dinh hay met ngttai c6 5' nghia nao do. Cae thanh vien c6 the dat than minh vao del giay caa nguai khac, c6 the" thay rang dieu nay tao ra met mite de thin cam va au hien blot ve nguoi kia. Trong cac hoan canh xay ra mau than, vies ea hat phia den khong long nghe ma chi noi dieu minh muSn noi thueng lam 309
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
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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
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 and 304: nay e6 the la not quy ve phuong pha
Page 305: ca nhan trong khi khep lai nhung le
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
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
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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
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Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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