BAI GIANG CONG TAC XA HOI

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DOi khi, khOng ai nghi dgn met van dg dem tang truffic khi no nay sinh. Ching han, moi nguai dgu da rdi khOi too nha trit met khach hang ngei xe Tan. Anh ta dang tren during dgn van phong cita nhan vien CTXH khi coi bao clang keu, va vi khong thong thao kign true cua ng6i nha, anh hi rgi loan. Cai thang may duo anh len tang hai da to dang tat di khi coi bao keu. Anh ta bi mac ket a hanh lang ma khong bigt during nap de thoat ra. KhOng ai nghi dgn van dg nay tit trude. vi khong co met kg hoach cua to eh& vac) de gitip dd nhung ca nhan nhu anh trong tinh trang hoa hoan. May thay, su ]vien nay thuygt phut nhang nhan vien phat trien met kg hoach chu ging de darn bao rang mm ngudi dgu có th61 thoat khei too nha khi can fink. Trong truang hdp minh hoa nay vie, c thigu con mat nhin xa tremg reng co the la van dg chinh tao ra rao can Min hinh co dinh cho khach hang. Met rao can nth a rat nhigu Ong deng la viec thigu plumng tien van chuygn cho Olen khach hang tigp can dude vdi can dich vu. Nhang nhan vien CTXH co the Op phan tim ra nlning van de bang each khuygn khich cac t6 auk 66 tri dich vu tren (Hong giao thong ding tong hay wen vdi cac dich vu khan ma del Wang khach hang nhigu kha nang sit dung. MOt digu Mk la phat nhung ye van tai hay nhung tie glib khan ye tai chinh khach hang den duck vdi ho. Va it nhgt, nhan vien CTXH phai co kha nang du tinh throe can rho can giao thong va tan dang cO the anh httang tdi khach hang. Cdc rho can chinh such ten the, tyc Mat soy rao can ga'n vdi chinh each va dui tut cim hiep hai tang nhu cac nha cung cap dich vu khan. Met vi du khan la nining luat cam nhan vien CTXH giai thich tat ca nhung co heilVa than cua khach hang vi can co quan lap phap thanh vien ap dat tin ngang ton gig° dia ha len nMing ngudi khan. Turing to nhu del vdi 111'0 va chinh sach ngan can naii lao dang ngoai van ban chinh each nhan duct can dich vu ding ceng hay nhung Mat cam pha thai chi cho nhung truang hdp mang song cim ngttoi me N de doa. Met rao can chinh sach d6i vdi vise tigp can cac dich vu nua co lien quail dgn khfich hang la phu nil de tudi sinh de. Viec thigu dich vu chain sac tre em la that van de lOn hien nay cho phu n3 vi hau hgt cac chuang trinh kh6ng có guy dinh gi ve tinh hugng nay (Kline, 1996). Vi dv, met nghien matt do Trung tam Nghien va Tarn dung chgt kith thich QuSc gia Mgr (1996) cho thgy khi dich vu cham sac tre duct cung cap cho phu n3 dang 324
dieu tri cai nghien, nhang ngtibi my di kith nang tiep tut dieu tri du met nam cao ga.p nam lan. Them vao do, ho da a trai cai nghien lau lion gap ba nhang riguai khOng dupe cung cap dich vv. Cac loaf ran can chinh sach va HIV tut khac rat kho phat hien. My't Mn naa, khach hang có the canh boo ngtioi lam CTXH ve sV ton tai oua nhang rao can do, nhu khi hp tim ra rang met t6 chac da to ehei ngttoi not tieng Tay Ban Nha vi ho clam co phien dich. Mac d'au giam dote t6 chac nay khOng cho dinh gay ra van de nhu vay d8i vdi khfich hang, viec kheng tinh truck &Mc nhu criu cua khach hang cling chang khac gi met rao can. nhang trUang hop khac, cac rao can duck phat hien khi khach hang khong nhan biet duct nguen diet' nay xay ra khi mot to chac han che he so va khach hang cu the sit dung dich vu. Nhung cau ehuyen ye nhang thieu sot nay tat nhien la dang nang cao nhan thac cua cac dich vu va cac nguen lac do cac tot chile cu the cung cap. Met plattong phap naa lien quan den viec khuy'en khfch cac t6 civic tham gia vao nhang hoat deng tim kiem chtOc thiet lie de thong boo va ho tre nhang khach hang three sit dung nhling nguen ho tre hien co. (Brunette, 1999). Dei khi the rao can phan anh su thien vi ca nhan hay tap the ena nhung nglidi lam viec trong Ong ding. Mot vi do la nhang xu hieing the dung den dan s6 Ong thing xay ra tIntang ki trong cac chudng trinh thuc hanh phap luat. Chc rho can Ira hhir tinh cam DSi khi cac rho can ngan tro khach hang sit dung cac dich vu hien ce nam trong mei ca nhan hay gia dinh. Chang han, nhang ngudi dang co nhu eau thttang khOng sa dung cac dich vu eo the gulp da ho. Dieu nay co the nay sinh do skt xau hove viec ho can den giip da hay có the la nei so ve viec mang lai cho gia dinh sV h6 then. Met s6 ngabi cho rang viec chap nhan ginp da va viec xin tii thien 1a ding nghia nhu nhau, nhieu ngadi qua to cao ve minh chap nhan viec nay cho du nhu thu oda ho cO bac bach den dau. Met s6 ca nhan trong xa hei lam tram trong them sv mien eliding nay bang each the hien thai do tieu cue ve nhang ngudi tim kiem tro giup phtic loi hoac the hinh thac Iry gitip khac. Tham chi phan (mg cua nhan vien thanh toan d cita hang that pha'm doi vdi khach hang tra bang cac tem phieu tit thien ce the thing gay sv e de cim khach hang khi su dung he tro nay. 325
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
Page 45 and 46:
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
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trinh bay va chap nhan quan diem ca
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dinh. Viet ghi chu cac he thong con
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dinh. Co the la ve met tran cid bon
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Viec danh gia cac tinh hudng gia di
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Re rang la yang dai ca lne nao do d
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Trong qua trinh danh gia , c6 the l
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khac &Ong met vai trO quan trong la
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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: Cac rao can vat chit Viec phat hien
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
Page 367 and 368: 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
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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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