BAI GIANG CONG TAC XA HOI

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hang nhung cang tan kern doi vai cac he thong hanh phap hinh sit va cham s6c sue khoe (Moxley, 1997, trg 16-19). Ng'Lac lai, Molex (1997) giai thfch mo hinh quan if trttang hap do nguai tieu dung thtic day la san sang thong nhat hdn voi cac nguyen tac ciao ditc. Trong me hinh hay, muc tieu la ca nhan hoe cac Bich vu de dat throe cac muc tieu cua khach hang thay vi phudng phap tiep can met me) hinh cho moi ngttai. Phttang phap do ngttai Hen dung than d'Ay nhan manh den ski dap Ung cac nhu cau cita khach hang, dam bao khach hang dua ra nhUng quyet dinh vg su cham sac ma ho nhan &toe. NO sung tap trung vao ngtiai quan If truang hap dOng met vai fro h8 try trong viec gin]) khfich hang dai mat voi cac rao can moi truang va tao ra nhting cd the h8 trd mai. NO nhan manh vao viec tao diau kien cho khach hang kiem soat cuec sang cua minh va giam su phu thoec vao ngttai plan If truang hap. Chuang nay nhan manh vao met ma hinh quan h truang hap trong viec theo duth phudng phap tiep can do khach hang Hale day. Tuy nhien, hai mo hinh vAn tiap tic tan tai, vA nhitng nguai lam viec trip hap co the they ea hai trong hoat dung cua minh. De biat them chi bet, ban hay xem them ve quan li twang hop bai Franke va Felman (2004) va Rothman (2002). Vai tre van clang Cong the xa" hal- da co lick su lAu doi trong viec try gitip khach hang. Cac nhan vien CTXH throe day da g6p phan clang ka cho viec thay doi moi truang nhom mang lai ich loi cho ngttai nhap cu va cac nhom khac hdn cac nhan vien CTXH sau nay. NInt to &A chi ra t8 troc, viec thue hanh true tiep có xu huang tap trung cu the nhat vao c8ng viec vdi ca nhan, gia dinh va nhOm. Dieu nay co the khien nhan vien CTXH khOng con tham gia vao vai b.?) van &Ong song dieu de dA khOng xay ra. Ngay ea vdi nhung quan tam dau tier' den viec gitlp da ca nhan, gia dinh va nhOm, da co nhung ed Wei va nhu eau deli ciao de nhan vien CTXH tra thanh nguoi van Ong. Brill (1998) da dinh nghia cong viec van dOng gam hai thanh phan. Thu nhat, nhan vien CTXH bien ho cho chfnh kien cua khach hang voi nhUng nguoi khac, co the la nhan vien CTXH khac, cac vien chug chu hay bat Cif ai ea the tao ra rao can cho khach hang. Viec van do, ng thay mat cho nhung ca nhan gia dinh, hay nhom thttang dude goi la van (long truang hap. Thu hai, cac nhan vien CTXH tham gia vao h8 tra, bao ve hay van 338
clang hanh lang cho met chinh kien. Nat to da tinh trU6e, phuong phap nay duec goi la van dung chinh kien hay del khi la van deng tang lop. CI -1(1'1h kien nay c6 the thay d6i trong chinh sach ena ed quan, cac luat mai hay nhiing no luc reng Idn khac de to ra the nguen luc mhi cho he thong khach hang. Muc lieu cim van dung chinh kien hay van deng tang ldp khong phai la hO trd met khach hang Cu the ma a dai dien cho nhitng ngudi co dac tinh chung nha:t dinh. Nhitng dac tinh chung nay co the la dan tee, tinh trang khuyet tat hay hat ke nhiing yeu t6 phan biet nao khac ap dung cho met tang Idp hay met nhom rigttai. Nhting phong trao van dog nhan quyen tit nhUng nom 60 la met vi du. Trong truang hop d6, mu: tieu la dam bac, cho nhitng ngudi da matt di the dude huang nhung quyen trong hien phAp rant nhiing tang lap xa hei khac. Nhiing no lue hien nay de dam bao nhiing nguoi deng tinh nam va n3 c6 quyen hdp phap va hdp hien nhu nhitng eking dan khac cling la vi du dm van Ong chinh kien hay tang 16p. Theo quan diem thkic hanh, ski van dOng la hanh dung do nhan vien CTXH thuc hien de dam bao quyen va ski tiep can vdi cac ngu6n luc can thief. Theo dinh nghia, no bao g6m ca van Ong trtthng hOp va van &Ong chinh kien. Hoat Ong thue hanh true tiep (lien hinh la tap trung vao lam viec vOi cac ca nhan, gia dinh va nh6m, nen chudng nay se ban them ve van clang thay mat cac khach hang Cu the. Vi du la gitip da cac gia dinh nhan duos nhiang guy& dinh c6 ldi tit ca quan lien quan den /dicing dich vu ho can dip thief. Nhung dich vu nay co the la ch6 tam Ertl, cham sec site khoe hay tham van. Clang co the la viec gay citing met dich vu cham s6c sue khoe cho nguoi ti nan. Nhfing ngtidi lam viec true tiep cling co' the thuc hien vai tro van deng bang each ling he va di cling khach hang a yeu eau nhang nguoi cO them quygn dua ra cac ngoai le cho met chinh sach. Mac (Tau nhan vien CTXH khong phai dam nhan vai trO tich eye trong viec gay site op de ra met quy'et dinh Cu the, phltdng phap nay c6 met ich lei chinh la gop phan nang cao quy-gn cua khach hang trong viec dat dude the muc tieu. Nhtt da chi ra tit truOc, viec thkic thi nhiing quygn nay la met muc lieu quan trong cua nhan vien CTXH va dude thao Juan ki hdn 6 Chudng 6. Doi khi, van long truang hop tra thanh van dung chinh kien, nhu khi quyen ena met khach hang dat dude duoc Ap dung vei ngudi khac trong trang hop Wong tu. Khi van dog dam den ski thay dui trong chinh sach, mm nguoi dell co loi nhu nhau. Chang Han, hay xem trang hop met nhan 339
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
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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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nam va n3, va cac trung tam cong de
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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: Cac nguyen tee ego chic trong twang
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
Page 385 and 386: 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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