BAI GIANG CONG TAC XA HOI

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the gitip lam nhang he so nay. Them film, can be co the gitip khach hang hieu can phai tinh trade nhung gi trong Ian lien lac (Mu tien v6i cd quan do. We 0.4 cid khach hang tiep can voi nhung he theng phi ehinh Ulric co the chia thanh hai loai, met la s kf phi hop cna nhung he theng nay va kha nang cung ca) nhung dich vu can thiet. Neu the thanh vien gia dinh gift khoang each hay mei quan he gicia ho khOng teit dep da to Mu, st; c6 gAng gAn ket khach hang vdi gia dinh ho có the co phan tac dung. Turing neu cac thanh vien gia dinh gay ra nhung khe khan da khach hang, ho co the kh8ng hau ich. Tuy nhien, nett cac thAnh vien gia dinh va nhung ngudi khac co the ginp rid, nhan vien CTXH can phai can nhac ho ce the duy tri no lue do den Mile nao. Chang han, viec cham soc met thanh vien có r6i loan tam than nghiem trong ce the nhanh chOng lam giam sat ngu6n 1pc tinh cam cua gia dinh. Trong nhung truang hop do, phai can nhac den viec hoan thic thi nhiem vu de ngudi cham soc trong gia dinh co the. co thai gian nghi ngdi khong bi ki'et sue. VI vay, ngudi quan If tryong hop cling quan tam tdi viec ma reng va h6 Ire kha nang ena the he theng nguon lye phi ehfnh thitc, gop phan dap ling nhu cAu cua khach hang. Ngtidi quan If trUong hop cung cap chile nang lien Feet v6i moi he theng ngu6n 'tic ma khach hang có lien he. Mei lien ke't có lien quan den viec gitip do khach hang va he theng nguen 14e giao tiep v6i nhau va chia se nhung thong tin can thiet. Met rime dich có lien quan la viec duy tri mei quan he lam viec girth cac co quan vi ho se can lam viec cling nhau trong tudng lai. Neu ngudi quan 1f truang hOp cung ca .') nhUng dich vu trip lieu cho khach hang nhu tri lieu hoac tham van, chUng to phai quan tam t6i viec dat muc Lieu bang each nao. Harris va Bergman (1988) xac dinh nhung nhiem vu quan trong cho ngudi quan If truang hop: (1) xay dung met mei quan he de tri lieu doi vOi khach hang, (2) lam mAu nhUng hanh vi giup khach hang dat dude nhung nine tieu quan trong trong dal, (3) thay del mei trUang cua khach hang land xoa b6 the rao can va ginp khach hang sit' dung nhung ngu6n Inc san di. Den mile do co the, vai tro nay cung quan he tdi viec giilp khach hang sit dung ngu6n Luc ca nhan ciM ban than de vuat qua nhUng rao can gap phai trong mei trtiong. 334
Gain, sat va danh gia lal Met budc cha chit trong quan H truang hOp 1a giam sat tinh hu6ng caa khach hang a dam bao rang dich vu can thiet throe cung cap met each kip Huai ya hieu qua. Chting to Hwang gap truang hap met khach hang co nhu eau khOng dude dap fing da b6 dich vu hoac ngUng khong den nhung khOng ke" cho nhan vien CTXH. Trong quan li truang hOp, nhan vien CTXH di track nhiem theo cloi da digu nay khong xay ra. Them vao vies theo doi khach hang, ngttai wan 1f truang hop se lien ket v6i cd quan cung cap dich vu de' nam dude nhan xet ena ca quan de ye tign bd cua khach hang. Nen than trong khi not vai chc thanh vies gia dinh hay nhung ngUai khac co lien quan den euoc sing cUa khach hang, mite do Hen be ma khach hang dang cO. Khi nhitng thao Juan do la pith hop, nhan vien CTXH phai dam bao co dude stt cho phop ena khach hang de' lien lac voi nhung ngudi khac. Trong qua trinh giam sat can dich vu, met dieu cling quan trong la phai danh gin lai vg tinh hugng caa khach hang. Chang han, ngudi quan if truang hop nen quan tam den vice lieu khach hang có dat dude muc tieu caa dich vu dat ra lilc ban dau hay killing. Viec phai digu chinh lai muc tieu, dudethem nhung ngu6n hic Mia hay ngu6n htc mai, cung cap nhCing dich vu khac khOng nghi den t3 trade la tbttang xuyen va khOng phai la khong tfnh trade dude. Hay ghi nhd rang nhung dich vu quan If truang hop thuang dude sit dung vai nhiing khach hang phai del mat vai nhung kho khan ea doi va rang thay d6i thttang can den de? tiep tuc dap Ung nhu cau cud khach hang. Tat nhien, neu ngttai quan 1f truang hop dang cung cap the dich vu den khach hang true tiep, to se ce nhung loai thong tin khac can phai giam sat nhu lieu khach hang co ben ba khOng? Lieu khach hang có can hoc nhiing ki nang mai ma ngtiai quan if truang hop co the cung cap khOng? Vi'ec nay danh gia tam quan trong ena viec giu gin can ban ghi do co the" xem lai trong qua trinh giant sat. Ng'tin quan 11 truang hop ding phai lam vies vdi nhfing ed quan khac de khach hang có the dat throe nhting dich vu tat hon. Digu nay lien quan t6i viec h6 tro de giAi quygt cac rao can khong tfnh trade
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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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tre, met trai, met gai. Cac throng
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Cac qua trinh va phdang phap Thuc t
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uong ruou ciia minh có anh huang d
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Cac can nhac vg van boa la nhiing y
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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: Cot trash nhiem chi ra ngudi chin t
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
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
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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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