BAI GIANG CONG TAC XA HOI

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cho met ngttoi khac. Yeu eau khach hang gill thich y nghia cim viec hia chon nem tit cO the ghlp ho hieu at/ Iva chon nen tit c6 the anh huffing clAn suy nghi va hanh vi cua chinh ho Mang nhr nguai khac. Sau clang, tim each lam fa van dg se gitip thlic day nhanh qua trinh hieu khach hang, hieu each giao Ken, y nghi va earn gine cua khach hang. Vice yeu eau lam sang to van se gulp ban phut hien ra phong each giao tiAp cua khach hang va each suy nghi va cam giac cim ho ve moi digu. Ban tang hieu nhanh dtMc phong each cim khach hang, ban tang c6 moi lien he chat the voi khach hang. Ki !fang phiing van Mat trong nhiling Id nang chinh cim nhan vien cling tic xa hei la phOng van. PhOng van la met nghe thuat, khi nhan vien CTXH Tat cau hoi phu hOp, kip thai va nhung cau hoi c6 dinh throng tett, khach hang co the giai thich cau chuyen, xac dinh van dg thigt lap muc lieu, xac dinh ni6m tin, cam xtic va hanh vi cUa ho to/t hon. PhOng van gulp khach hang hieu bigt vg minh n5 hdn ma khong khign ho c6 cam giac bi len lop hay hi liia phinh. PhOng van tang ghat) khach hang tV tim ra giai phap cho van de cua minh chit khang van de cim minh cho nguai khac giai quygt. Thong qua phOng va -n, khach hang duoc trang hi met ld nang ce the Kau ich trong tming lai va do do khign ho c6 site manh, sv thao vat va nghi IVc. Khi nhan vien CTXH moi vao nghg va bat (tau cat moi quan trong tong viec, tan stigt, va loai cau hai cua ho throng hac le sV lo lang. Dieu nay xay ra thurthg xuyen nhAt trong nhiing khoAnh khac im lang hay khi thao luan mot van de khO. Doi khi nhan vien CTXH hOi den dap va nhay to van de nay qua van de khac, thuang la to nhung van de nhay cam sang nhfing van de it nhay cam hdn. Cling vai kinh nghiem, nghe thuat dat cau hai phit hlp, khich le suy nghi tra nen tv nhien hdn, va nhung nhan vien CTXH sit dung chimg de he trd khach hang thong qua qua trinh dat dude sky sang to va xac dinh cat hta chon giai phap cho van c16. Cach oat au Nil Cormier va Nurius dua ra bOn each co ban eau ghlp cho qua trinh phOng van tra nen co hieu qua va tigt kiern hdn. 31
• Nen dat cau hOi tap trung vao nhang van de thu but sy quan tam cim khach hang. Nghia la cau hOi dat ra phai dua vao nhfing thong tin ma khach hang da cung cap. • Khi da dua ra eau hai, nen de cho khach hang co thai gian tra lai. Hay tam dung khi ket thlic met cau va bat clan met eau mai. • Tranh viec lien tut dua ra the cau hOi nham tranh cho khach hang rtli vao tinh trang bei rei hay king tang. Dieu nay dat biet quan trong khi lam viec vai tre em hoac nguai gia. • Tranh dat eau hOi "tai sao" vi khich hang thtiong coi chang nhtt la met sy dei dau hay mang nghia buOc tel. Them vao do, hay chti § dgn giong not ciia. ban. MOt quy tAc la hay ehuan bi hOi nhiing eau hOi cila ban, lya chon chUng sao cho thyc sy phan anh sy ton trong va sy quan tam clgn nhang theta khach hang trai nghiem va then dat. Cugi thing, phai nhay cam voi van de van hoh. Tranh dung nhang eau hOi tao ra met an Wong rang ban dang co them van khach hang vi dieu nay co the anh }Wang Mn mot quan he vai khach hang va tao ra met cam giac khong tin cay, byc We hay so hai tit phia khach hang. Mac dau co ye nhtt ki nang hOi la met la nang de, thye tokhong phai nhtt vay. Chung to co the thgy trong suet qua trinh gitip da, nhan vien CTXH thudng xuyen phai hOi nhung eau hOi co ki nang. Trong giai doan dau (nhap euee vai khach hang), phOng van Ono xay dyng va phat trien mgi quail he vdi khach hang. Trong giai doan danh gia, phong van giup sang loe va phan tich thing tin nham tim ra phan thong tin quan trong có lien quan nhgt tai van de cim khach hang. Trong giai doan len kg hoach, phOng van gitip tim ra mac tieu dUQc tin been phai tim kigm. Trong giai doan can thiep, phOng van gilip khach hang xem xet cac kign, sy lya chon va giai phap. Trong giai doan danh gia, phOng van giup the dinh dtiqc mite de tign trien va thanh tong cua giai phap can thiep va to do giup khach hang len kg hoach cho Wang lai. Phan sau day xem )(et kI luting hem vg cac loai eau hOi thttang (Iliac sit dung trong qua trinh tro giup. Cac It* cau hoi CO hai loai cau hOi ca ban thong dung trong qua trinh tro giup khach hang: Cau hOi Bong va cau hOi ma. 32
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 and 28: cang da tang trai qua nhung dieu Wo
Page 29: Khi nhan vien CTXH nghe eau chuyen
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
Page 83 and 84:
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
Page 135 and 136:
Kithuat tang curing ban nga Duct tr
Page 137 and 138:
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"
Page 151 and 152:
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
Page 167 and 168:
khang thgy. Digm math chgt a day la
Page 169 and 170:
h6a khac nhau. Tam yen P6 nay bao g
Page 171 and 172:
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
Page 203 and 204:
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
Page 213 and 214:
Chuang 6 THVC HANH PHAT HUY NQI LUC
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7. Hay kien nhan vi ski Lisp sac ci
Page 217 and 218:
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
Page 227 and 228:
Lu8n phai xem xet m6i quan he this
Page 229 and 230:
3. Hay tan ra nhung Iniac en the de
Page 231 and 232:
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
Page 241 and 242:
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 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
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
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
Page 371 and 372:
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
Page 385 and 386:
an luyen nhOm da kgt auk. Diem caa
Page 387 and 388:
chuong trinh vol tarn thanh vien. C
Page 389 and 390:
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
Page 397 and 398:
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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