BAI GIANG CONG TAC XA HOI

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gida the lid quan v6 viec cung cap dich vu, bao gom cac hop &Ong dich vu. Co the la truang hep met to chile guy& dinh khong cung cep met dich vu c6 san ma raua lai ti met t6 chile khac. Thtteing thi viec nay co hieu qua 1/6 chi phi hem la co gang sap x6p met dich vu ma chi co met nit khach hang nha sit dung. ViOc danh gia Du giam sat la met chic nang lien tut trong quan 1f troang hOp, viec danh gia c6 xu hudng xay ra sau khi k'e't thtic dich vu quan if troong hOp. Viec danh gia co the xay ra vdi khach hang ma kh6 khan caa ho c6 ban chit tam thai va hien gid c6 kha nang ganh vac gong viec doe lap. Cfmg nhu trong cac buck khac d quy trinh quan li trang hop, khach hang nen chiOc tham gia hoan toan vao nhung danh gia nay. Tuy nhien, trong nhieu hol canh, viec danh gia khong phai la bode cuei ding vi khach hang van tiep tut nhan dich vu suet dot. Viec danh gia khi duoc tien hanh co nhfing ich Idi vudt ra ngoai ca nhan khach hang. Viec danh gia la hat nhan cua cac no hp khien can thiep cua chting to c6 hieu qua va dap dng duce nhu cau cua khach hang. Cac n6 lkfc danh gig dich vu (wan If tniang hop da cho thy thing la nhung glutting tien thanh cling trong viec dtta ra so gitip do cho nhung nh6m khach hang cu the. Cac ket qua chi ra rang nhung nguai nhan duos cac dich vu van If tniang hop tang cueing dude khA nang ganh vac cac chic nang, giam kha nang nam vien, giam cac trieu thing, nang cao chit Wong chain soc chit litung cued sting khi so sanh vat nhung ngdoi khong nhan throe su cham soc nhu vay (Gorey va cling so, 1998; Mueser, Bond, Drake, & Renick, 1998; Scott & Dixon, 1995). Can be quan If truang hop co the lam viec nhu nhfing ea nhan hay thanh vien trong dei gitip cra khach hang. Dei nay co the gem nhling nha chuyen nghiep tit nhiing be man khac hay nhiling ngttai c6 chuyen mon khac nhau. Frankel va Gelman (2004) da Liu y rang: "Rau het cac nhan vien CTXH co chuyen men thtfc hanh true ti‘p deli lam quan 1f troang hop" (trg 7). Ho ciang chi ra rang cac hoot deng quan if galling hop thoang duet Hap hien bed nhung ngubi co nghe nghiep nhu dieu during. Quan li trdang hop thuang then ra a nhfing cd quan pinic 1.0 tre em, he thing toa hinh su, va cac t6 chic cham sec site khoe tam than. 336
Cac nguyen tee ego chic trong twangfruiting hop Nhtt trong cac hnh viec thrIc hanh trkic tip khfic, quan I1 trtiang hdp ciing co nhiing nguyen Cie dao die can phai tuan theo. Frankel va Gelman (2004) xac dinh gift bi mat thong tin la met yeti t6 quan trong. Bai vi viec quan Ii truang hOp lien quart den cac to chile va ca nhan khac nhau, no ma ra kha nang vi pham nhung yeu eau vg gift bi mat thong tin trong nghe CTXH. Viec gill bi mat thong tin nen dude thao luan vdi klthch hang ngay to Inc dau cud qua trinh gulp da. Digu nay dude thiing nhat trong cac nguyen tac dao due cud NASW, n6 con (Woe Luat Bao hied Y to My (HIPAA — Health Insurance Portability and Accounting Act) quy dinh. Khach hang co quyeM dO'ng Si Chia se cac thong tin cira ho va nen bilt cu the ai se dude Chia se du lieu nay. Cac dU lieu nen chiOc bao ye c6 the la tii ten cud khach hang Era di. Cac thach thiic mang tinh dao due khac cling ten tai. Chang han quygn tq quygt dinh cna khach hang co the di kern vdi noi lo cim nguai quail li truang hop v6 khach hang thieu kha nang dua ra nhCing quyet dinh hdp li có lien quan den nhung dich vu can thiet. Day la met van de nhay earn, trong do viec danh gia cim ngudi quan 11 truang hop co kha nang vi pham quy6n cua khach hang. Thong tki, met khach hang phai dude thong bao ve bat ki m6i nguy hai hay rii ro di kern vdi viec chap nhan cac dich vu (man li truang hOp. Vi met ich Idi cua viec quan li twang hqp la no g6p phan kiem soat chi phi thong qua dam bao rang khach hang chi nhan cac nguen hie can thigt. Khfich hang se mat kha nang nhan dugc ding ski gitip do nhu \ray tit cac nguem hie khac. Mot tinh hueng nila lien quan den viec sit dung met loai quail li trtiong hop ma Moxley (1997) goi la quan li truang hdp do he thong thdc day. Nhan manh vao viec cham soc c6 quan Ii va tac deng caa cac t8 chic cham soc co quan li nay la digu khOng the phi') nhan. Moxley tin rang viec quan Ii trudng hdp da dude nhung to chile nay chap nhan de dat drtgc ltli ich cho nhung he thong chain soc co quail 11 va khong nhat thiet la cho khach hang. Ong cho rang me hinh quan Ii trang hdp nay tap trung vao viec giam ski trong lap, tang hi'eu qua, hdp li hod cac dich vu dit do, thay the' nhiing cham sec &At a sit dung nhiing pinking phap re tin hdn. Quan li khac thirang co nglila la viec sif dung quan li Inking hdp thay cho viec be to hay cho di vign, cac phuong phap tip can co the mang lai ldi ich cho khach 337
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
Page 47 and 48:
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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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: Gain, sat va danh gia lal Met budc
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
Page 383 and 384: 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
Page 405 and 406:
132. Sherman, A. (1973). Behavior m
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Chin trcich nhienz xulit bcin: Giam
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