BAI GIANG CONG TAC XA HOI

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Nhung thong diep ma nhan vien CTXH chuyen tdi khach hang khi chting to chAo ho cling c6 tae deng tich cue hoac tieu cue ten mong mien ho quay tra lai. Rao can tinh cam cho khach hang c6 the tang len hoac giam xuOng bai cac hanh ching caa nhan vien CTXH. N'gu nhan vien CTXH the hien so quan tam deny kign caa khach hang, tim each de ho tham gia hoan toan vao qua trinh thay dui, ho da gop phan lam giam di rao can tam li cna khach hang. Can Mc) can van hod Met rho can vO hinh khac xay ra khi nMing nhom khach hang nhat dinh co do rin ro cao bon dei vdi nhung van dg Cu the va xa hei da khong cot gang giai quyet nhiing van dg nay. Nhan vien CTXH nen nhan bigt vg each Huh ma cac clung trinh xa hei da gay ra van dg cho nhfing nhOm khdch hang nhat dinh. ChAng han, khi cac t8chite cung cap cac chttang trinh Oho due Chung cho nam, nu nghien ma tu9, ho thttang sa dung nhiing phudng phap nInt vdi nam gidi. Viec lam illy thitang mang lai that bai d phu n8. Trong qua khii, ti le cao ve lam dung tinh due va sac lao deng tre em thltang dat nhung phu nit nay vao rui ro, nhat la a nhCing nhOm sau cal nghien co Mile de dal chat vdi van de tren tl mite cao. Nhung nit khach hang thuang thay plutong phap nay goi nho den nhung lam dung trong qua khu, va vi the' no tra thanh nguyen nhan dan dgn viec mat nigm tin vao nhan vien CTXH va dich vu oua to chfic l . Cac Inc can vi thong tin CO le rao can thtiang thay nhat lA viec su dung nhiing nguen lue san co trong med trtiang don gian, la su thigu hien bigt v6 su ten tai cua nhung nguen he tro nay. NM-Mg ca nhan mai trong cong deng it cc!) kha Mang dulc lam quen han vdi nhung loai nguen lye cO sari nay. Day la van dg dac biet cho nhilng ngtioi ti nan va nhung ngtaai den W nhung nude khac, not cac nguen dich vu xa hai khong ton tai. Tat nhien, cac dich vu xa hei khong phai la nhung nguen he tra duy nhat ma khach hang can thong tin vg Chung. Cac ngu6n lye khac di the la cac nguon quan ao, time pham, nhA a Wright, T.. & Donoghue, K. (1997). Obstacles to culturally sensitive services for drug-addicted women and their children. In T. Wright & K. Donoghue, AIA monograph on cultural competency. Berkeley, CA: Author. 326
va de dung gia dinh re (Ping, 2002). Khach hang cling c6 the can gidap da de biet sit dung the phudng tide, n giao thong tong ceng nhii the nao, clang ki hoc cho con U dau, viec the nhom he tra co ten tai hay khong va ten tai a (tau cling gay ra nhiing thach thfic Wang tu. Met nhAn vien CTXH hoan Loan c6 the khOng Met the nguen luc thick hap trong Ong dung, Hen nay lam cho viee tim kiem cac to van va hudng den tra thanh hoat &Ong quan trong cho nguai mdi hoc viec. N6i Chung, nhan vien t8 chile da lam viec tau hdn co the OUT do nhiing nguai mdi the dinh nhang nguen hie tigm tang hay it nhatt chi ra cho ho nhiing hudng di thing. Nhung nguoi mdi van ngh6 cling có the sit dung tra lig con nguan lye dia phudng va ea nttac, ke ea viec sit dung Internet. Nhiing nguen lift ke saw e6 the huu ich khi tinh den nhu eau cua nhOm khach hang nhu nhiing dan ten thieu se hay gia dinh ngheo. Khi lam viee vai nhom clan ti nan, nhat la nhiing ngudi di the phi nhan nhilng dich vu cham see site khoe khac nhau, nhan vien CTXH c6 the (long vai HO met nha gieo due gitip do khach hang hien su khac nhau biet ye nhung nguen cham sec site khoe khac nhau. Dieu nay gitip khach hang co nhAn Huh tea hdn v6 cac ltia Chun khi dinh hudng ho vao met quy trinh có the hoan toan xa la vai ho. Cung hap li khi ndi vai khach hang rang nhung ngitai khac trong tinh hudng tudng to da tim kiem ginp do to the nguen Luc tang deng khac nhau, dieu nay co the giam bat ski to ti xa hei ma nhieu nk van hoe quy ve sue khoe tarn than. Du la nhan viola CTXH phat hien ra hay cac khach hang not cho ho biet ve cac rao can, diet' quan trong la hien duct sv Con tai va the dinh nhung chien luac hieu qua nhgt a xoe. be nhiing can tra nay. Nhtt do idu trttac, cac rao can co the ditai fit nhieu Bang, to Mkt hinh cho den khong the to biet duct nen data lam viec true lieu vdi khach hang. NhUng nhan vien CTXH co the ginp vUat qua nhung rao can nay nen ho lam viec true ti6p vai khach hang. Nhfing del Wong khan can dam nhan vat fro h6 try cim minh, van de nay se duct trinh bay a phan eau cua chuong nay. Doi khi, cac rao can 65 the dttac giai quygt thong qua viec ph6i hop hanh (ging va cac hoat (tang x& li tong trUang hop cu the. Xif Ii ho tra theo truting hqp cy the va ph6i hqp xis li Met so' cac rao can khach hang thuang gap nay sinh ti rat nhieu tg; chite va cd quan cung cap dich vu can thik Meng thuang khach hang can cac dich vu hay nguk 116 tra to nhigu t6) chiie khac nhau trong ceng dung. 327
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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
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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
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Vi du nhan vien CTXH co the bat dau
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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: dieu tri cai nghien, nhang ngtibi m
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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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
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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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